Sponsored Links

Broadband out, can't get help

905

Member
My ADSL broadband went out when Storm Eunice blew in, which wasn't unexpected (we lost power for three days, but that’s another story…). What has been unexpected is that 9 days later our broadband still hasn’t returned.

The landline sounds fine for phone calls, but it’s my understanding there may still be a fault stopping broadband. The router’s Broadband light just blinks endlessly. The internet light never comes on.

I got in touch with Zen, my ISP, who told me there is a fault on the line and they can’t do anything about that as the line rental isn’t with them, so I should contact BT.

BT tells me there is no fault, and it's up to Zen to fix whatever is wrong, or at least chase up Openreach.

I’ve now been through this cycle three times and neither side will budge.
 
These days most people take both broadband and phone / line rental from the same provider, so the spilt responsibility here is obviously causing an issue. The phone (voice service), at least from BT's point of view, is fine since they have no responsibility for broadband, but clearly Zen sees a problem on broadband. In my mind, Zen has a contractual responsibility to resolve the issue, which they have confirmed does exist.

I'll give Zen's support agent on this forum a nudge about your post.
 
  • Like
Reactions: Msh
Would you PM me your username or case ref and I will have a look whats going on for you.

Lee
 
Sponsored Links
Thanks Mark.J and LeeH (I don't seem to be able to PM you, maybe my account is too new?)

Zen tech support has gotten in touch, so hopefully we're on our way to resolving this.
 
Top
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £24.00
132Mbps
Gift: None
Shell Energy UK ISP Logo
Shell Energy £26.99
109Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £27.99
145Mbps
Gift: None
Zen Internet UK ISP Logo
Zen Internet £28.00 - 35.00
100Mbps
Gift: None
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £15.00
150Mbps
Gift: None
YouFibre UK ISP Logo
YouFibre £19.99
150Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
BeFibre UK ISP Logo
BeFibre £21.00
150Mbps
Gift: £25 Love2Shop Card
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Large Availability | View All
Sponsored Links
The Top 15 Category Tags
  1. FTTP (5472)
  2. BT (3505)
  3. Politics (2524)
  4. Openreach (2291)
  5. Business (2251)
  6. Building Digital UK (2234)
  7. FTTC (2041)
  8. Mobile Broadband (1961)
  9. Statistics (1778)
  10. 4G (1654)
  11. Virgin Media (1608)
  12. Ofcom Regulation (1451)
  13. Fibre Optic (1392)
  14. Wireless Internet (1386)
  15. FTTH (1381)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules