I recently left Zen, after being a generally happy customer for many years

I fear that being one of the few ISPs to offer CityFibre has overwhelmed their support and sales operations. I tried to ask some technical questions about a service upgrade but didn't get an answer - just an acknowledgement then silence, repeated when I followed up a couple of weeks later.

My lower "value" score I'm a little conflicted on: I'm actually spending slightly more now than I was (and than my upgraded service might have been) but part of my reason for leaving was that I was still paying the same rate for my service as when I'd signed up several years earlier. No increases is good, but discovering that the same service is now available for half the price I was paying did not impress on me that they have their customers' best interests in mind.