AM4589
Member
My parent since being a Zen customer for 2 years has a fault on their broadband connection that they just can’t get Zen to fix. They have been told many contradictory things by various members of Zen staff on the phone.
Three weeks ago the broadband connection became unstable and then failed. Two Openreach visits have not fixed it despite reporting that they have.
It may or may not be related but it appears that the switch over to digital voice was taking place at the same time. Although parent have received no information about this, just what they were told on the phone from Zen.
I need to understand what is going on with this, but getting the info secondhand from parents who find technology completely confusing is almost impossible.
What is the escalation procedure for faults that can’t easily get resolved and keep going back and forth between Zen and Openreach?
Thanks
Three weeks ago the broadband connection became unstable and then failed. Two Openreach visits have not fixed it despite reporting that they have.
It may or may not be related but it appears that the switch over to digital voice was taking place at the same time. Although parent have received no information about this, just what they were told on the phone from Zen.
I need to understand what is going on with this, but getting the info secondhand from parents who find technology completely confusing is almost impossible.
What is the escalation procedure for faults that can’t easily get resolved and keep going back and forth between Zen and Openreach?
Thanks























