Tried to re-join Zen, and immediately there were issues with being unable to use the same email address as before. 'Fine', I thought, I will just use another. Everything seemed to go OK but then noticed my order wasn't moving forward - indeed with errors recorded in the status pages on the customer portal.

Despite promises of working with Openreach to figure out what was wrong (a simple migration order), nobody seemed to take ownership of the problem and I lost confidence and decided to cancel the order.

It took a week of webchats, calls, and emails to get anybody to commit to giving me my money back. Eventually I got it, but none of it was done pro-actively.

They were once awesome. Fairly shocked at this decline.