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Address issues with Business Full Fibre 900 from Zen

tyrex

Casual Member
The area where my business is located (SS8 0PG, unit 7) was recently enabled for FTTP and I have been receiving various mailshot from Vodafone, BT etc about upgrading to full fibre. BT's OR checker shows FTTP available.

The business already has a 100Mb symmetric leased line (delivered on a dedicated fibre) with TalkTalk, but the SLA that comes with a leased line is no longer important, so increasing speeds whilst reducing costs is obviously attractive.

I placed an order for FF900 with Zen on 22/11, and received an email fairly quickly saying there were some address issues with OpenReach, but they were being resolved and they would contact me shortly.

Since then I've received no communication from Zen, but have placed various support phone calls all of which seem to have the same outcome: "We've raised a support issue with OpenReach and will chase it and get back to you". Of course, they never do.

It's now been a month and I'm wondering what I can do to check/resolve the issues, and/or escalate further?

Thanks in advance!
 
Hey, the property is listed as "Single Dwelling Unit Business UG Feed Not Evaluated" its showing as KCI2 Assure so if I'm correct that's a 2 stage install and probably waiting on a survey as likely will require a dig team
 
Thank you, I don't think Zen have even got as far as placing the order with OR as it is being kicked back due to address issues and now being escalated to 'customer excellence' for resolution. Is this a common thing? Is it likely to derail my order altogether?
 
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According to the UPRN (200000998055), 7 Charfleets Farm Way is postcode SS8 0PQ, which is wrong.

You need to get this record updated by telling the OS Data Hub https://osdatahub.os.uk/ that they have the wrong postcode for that location.

No idea if that is the issue, but it would explain why nobody can get an address match. I had to do the same thing last year, there's an Error Reporting section on their website.

Screenshot 2023-12-22 223707.webp
 
According to the UPRN (200000998055), 7 Charfleets Farm Way is postcode SS8 0PQ, which is wrong.

You need to get this record updated by telling the OS Data Hub https://osdatahub.os.uk/ that they have the wrong postcode for that location.

No idea if that is the issue, but it would explain why nobody can get an address match. I had to do the same thing last year, there's an Error Reporting section on their website.

View attachment 9767

That's helpful, thank you, I've filed a report with with OS Data.
 
In the meantime, Zen should be able to speak to Openreach to get their records updated and allow the order to go through. Or if Zen aren't up to the task, which unfortunately seems an increasingly common outcome lately, go to a more competent provider.
 
In the meantime, Zen should be able to speak to Openreach to get their records updated and allow the order to go through. Or if Zen aren't up to the task, which unfortunately seems an increasingly common outcome lately, go to a more competent provider.
Yes they've been doing that since 22/11. May cancel the order if they don't pull their finger out soon.
 
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Raise a complaint and ask them to file a record update with the ORDI Bot at Openreach - Should fix it hopefully! :)
 
Just to update this topic.

After many, many calls with Zen - in which I discovered that no matter how many times they are pleasant and promise they'll do something, nothing is ever actually followed-up - I eventually gave up on getting the address corrected with OR and instead managed to get Zen to request a new connection with one of the neighbouring addresses. Fortunately, this was instantly successful and I received text messages from OR confirming an installation date within a week.

As it happens, the addressing for the whole road is all wrong and so part of the neighbouring address is actually our own premises, and it was fairly straightforward when the OR engineer arrived, I pointed to the place where I wanted the ONT and he installed it in a matter of 30 minutes. He didn't even seem to care which premises he was installing into. I guess that's the nature of business premises.

I had pre-configured the Zen router and was pinging Google whilst he was splicing the fibre in, so he was a bit surprised when I told him the connection was up before he'd even checked his own diagnostics😆

Anyway, thanks for all of your input.
 
After many, many calls with Zen - in which I discovered that no matter how many times they are pleasant and promise they'll do something, nothing is ever actually followed-up
That's about right for Zen. "We'll look into it and call you back" - I'm sure it's in their customer service training manual as a way to get rid of people off the phone. If you call them back, they have zero knowledge of the first call, so you explain it all again and get another "we'll call you back".

It wouldn't be so bad if they ever responded to emails, but they don't, so you have to call, and deal with their bull. It's reached a point where I think some of the larger providers, especially BT/EE, are better for CS - they at least have established systems and processes, and you don't feel like you're yelling into a hole. I've actually had EE say "we'll call you back" and then call me back!
 
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That's about right for Zen. "We'll look into it and call you back" - I'm sure it's in their customer service training manual as a way to get rid of people off the phone. If you call them back, they have zero knowledge of the first call, so you explain it all again and get another "we'll call you back".

It wouldn't be so bad if they ever responded to emails, but they don't, so you have to call, and deal with their bull. It's reached a point where I think some of the larger providers, especially BT/EE, are better for CS - they at least have established systems and processes, and you don't feel like you're yelling into a hole. I've actually had EE say "we'll call you back" and then call me back!
Sounds very similar to Airband, they never call you back!
 
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