PhilMacdonald
Casual Member
Hello,
We decided to switch to Zen as FTTP was provisioned on our street recently. Multiple other properties have had OpenReach appointments done, and a survey was done to show how the fibre could enter the property. This becomes relevant later.
On the day of the appointment, we were told that the sub-contractor for OpenReach could not lift an iron grate to fit the fibre from the street to the ONT on the outside of the house. This should have been flagged in the aformentioned survey, and was not an issue for a different Openreach contractor that fitted a cable to a house 2 doors down, the week previous to our appointment.
We then proceeded to have zero contact from Zen. We have called a number of times, only to be told the next time they can speak to OpenReach is Wednesday 28th, leaving us without internet for a week.
We work for NHS Digital, and as such, work from home, so we are having to tether at an expense to complete our jobs. Zen has offered no compensation or remedy to help us, and the call centre staff have been rude and not helpful to us, saying phrases akin to "that's how it is" and "there is nothing we can do". A failed appointment doesn't count as a missed appointment, and as such - no compensation has been offered.
We were trying to leave Virgin Media and get a better experience from a new ISP, but right now, Zen have fallen far below our standards. I understand that they are at the whim of Openreach to some regard, but this isn't acceptable service in my eyes, especially as others have had little to no trouble with installation.
Thanks,
Phillip
We decided to switch to Zen as FTTP was provisioned on our street recently. Multiple other properties have had OpenReach appointments done, and a survey was done to show how the fibre could enter the property. This becomes relevant later.
On the day of the appointment, we were told that the sub-contractor for OpenReach could not lift an iron grate to fit the fibre from the street to the ONT on the outside of the house. This should have been flagged in the aformentioned survey, and was not an issue for a different Openreach contractor that fitted a cable to a house 2 doors down, the week previous to our appointment.
We then proceeded to have zero contact from Zen. We have called a number of times, only to be told the next time they can speak to OpenReach is Wednesday 28th, leaving us without internet for a week.
We work for NHS Digital, and as such, work from home, so we are having to tether at an expense to complete our jobs. Zen has offered no compensation or remedy to help us, and the call centre staff have been rude and not helpful to us, saying phrases akin to "that's how it is" and "there is nothing we can do". A failed appointment doesn't count as a missed appointment, and as such - no compensation has been offered.
We were trying to leave Virgin Media and get a better experience from a new ISP, but right now, Zen have fallen far below our standards. I understand that they are at the whim of Openreach to some regard, but this isn't acceptable service in my eyes, especially as others have had little to no trouble with installation.
Thanks,
Phillip