ISP Reviews by johne

I've used Zen for 7+ years (with a break in the middle when other half had BT business line provided by her work).

Earlier this year I noticed I was on "up to" 8MB broadband so asked for and got a free upgrade to 16MB. I also took advantage of their phone service as I would rather not pay anything to BT due to the terrible service I've had from them over the years.

Since the upgrade I've had constant problems with the line dropping. I had actually cancelled and decided to give another provider a try, but I was provided to stay on with a bigger download limit (which I need) and promise of a priority call from support.

Long story short, getting "support" for my issue is worse than trying to get the STASI to mend your internet connection. Their definition of "support" is to bombard you with more and more questions about what you have done to investigate, including (and I am not making this up) demands to know the dates when did them!

I sympathise that Zen are terrified of BT blaming me and or them for the problem. However, I need a reliable internet connection and I don't have the infinite time and resources they seem to expect me to expend on trying to sort it out. I have lots of hobbies - mucking about with extreme ADSL diagnostics isn't one (BTW I have already spent a lot of time on checking the wiring and trying different routers, filters etc, all to no avail)

With a (very) heavy heart, I've asked for a new BT line - then at least everything will be "baselined" and I can start afresh.

Zen have shot themselves in the foot - the one month contract was what attracted me as I knew I could leave as soon as they became hopeless - and I thought that would mean they'd be keen not to be rubbish, and that worked fine for some time, but their "support" for my issue has been the reverse.