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Slamming on Zen

Royce

Member
As I can’t do anything about this until after the BH, I need somewhere to vent a bit and ask for advice too.
On Saturday I received emails from my ISP, Zen, saying that I have cancelled my phone line and broadband and I’m migrating to a new ISP. I have not done this. I have no idea where this has come from and don’t know who the new ISP is.
I’ve looked on the ofcom website and reported this to them. It says the current provider can cancel the transfer, but the Zen email says I have to contact the new ISP to stop the transfer.
I hope that when I call Zen on Tuesday it will be easy to resolve, but does anyone have any advice about this? How can this happen with no input from me?

fingers crossed I guess.
 
Seems to be a common issue due to the new ISP running the process and people entering wrong addresses etc and inadvertently pinching someone else's line. You were lucky to catch it now and not when the phone went dead in 2 weeks time.

 
Seems to be a common issue due to the new ISP running the process and people entering wrong addresses etc and inadvertently pinching someone else's line. You were lucky to catch it now and not when the phone went dead in 2 weeks time.

Yes, I am glad that I’ve noticed it early. The switch is due on 15th June apparently, so should be time to sort things out.
 
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Happens with energy suppliers as well. Again, all driven by somebody contacting the new supplier.

Took me about 18 months to get my gas supply sorted, hope you have more luck!
 
Well that was nice and easy, so far so good. I spoke to a customer service advisor who said that they should be able to sort it out without any trouble because we’re two weeks away from the transfer date. They said they’d call me to let me know if there were any issues cancelling the cancellation.
I asked if they could put a note on my account saying that I will not leave Zen during my initial contract period, so any outright cancellations should not be permitted without me directly contacting Zen first. I wish there was an anti-slamming option like AAISP have!
Very happy with the support from Zen so far with this, it’s the first time I’ve needed to contact support after joining a few months ago.
Also a big thank you to Lee (who is on this forum) for PM’ing me almost as soon as I posted the above to see if he could help In the middle of a BH weekend. Above and beyond.
 
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