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Zen nightmare for parents

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
 
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
you can leave zen if they dont fix the fault within 30 days as it says on they wesbite but i would call them and speak to them to find out whats going on really.
 
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Sadly I think Zen have lost their way -- they've become a mass-market provider with poor technical support. All the best getting the fault solved.
I wish they would stop emailing me every few days about Digital Voice. I don't have a landline number, I haven't had a landline for years and don't want to get one - I have a mobile with unlimited calls and a good 4G signal. I don't want to pay £6 a month for another phone number.

I'm happy to hear from them about other things, new broadband services and offers that I might be interested in, but all I get is "digital voice, digital voice, you need to transfer to digital voice", it's clearly an attempt to get the elderly to panic over the PSTN changes and sign up.
 
I wish they would stop emailing me every few days about Digital Voice. I don't have a landline number, I haven't had a landline for years and don't want to get one - I have a mobile with unlimited calls and a good 4G signal. I don't want to pay £6 a month for another phone number.

I'm happy to hear from them about other things, new broadband services and offers that I might be interested in, but all I get is "digital voice, digital voice, you need to transfer to digital voice", it's clearly an attempt to get the elderly to panic over the PSTN changes and sign up.
same the emails they send now goes to my junk XD
 
I'm happy to hear from them about other things, new broadband services and offers that I might be interested in, but all I get is "digital voice, digital voice, you need to transfer to digital voice", it's clearly an attempt to get the elderly to panic over the PSTN changes and sign up.

Does Zen still have a fax line? I've had issues with a bank (Santander) previously "not getting" account closure requests... (Was a business account and was racking up a bill daily because it hadn't been closed) So I faxed them the details constantly, they rang me pretty quickly asking me to stop and they'd done what had been requested. No further issues after that.

edit: at the time, I had 2 phone lines so both were sending the fax details 🫣
Email to Fax would be an option without a phoneline^
 
Does Zen still have a fax line? I've had issues with a bank (Santander) previously "not getting" account closure requests... (Was a business account and was racking up a bill daily because it hadn't been closed) So I faxed them the details constantly, they rang me pretty quickly asking me to stop and they'd done what had been requested. No further issues after that.

edit: at the time, I had 2 phone lines so both were sending the fax details 🫣
Email to Fax would be an option without a phoneline^
Thankyou so much for that ammo. :)
 
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Just hope that Zen aren't using Fax-to-Email on their side, because it'll go into the same bitbucket as all their other support E-mails.

If they actually have a paper roll machine though, then they'll notice :cool:
 
Companies tend to keep fax's separate, especially if they're using Fax to Email type services their side as they would generally get processed in a different way by support (in my experience).

Most companies I've been in / dealt with will treat a fax as good as a posted letter, for "in writing". Whereas email (although less of an issue these days) wouldn't count. e.g. account closures or other "in writing" tasks like serious complaints. Those usually have an SLA on from the point of fax (which is why companies keep them separate). It's also I'd imagine why Santander rang back pretty quickly as I'd been constantly sending the fax, over both lines for about 20 minutes when they rang. even on fax2email type services watching the mailbox grow to hundreds/thousands of Faxes probably didn't make their day.

Was a local-rate number too from memory so I don't think it cost a huge amount to do, though was some time ago.

(I have zero sympathy for the company though, account closure request had been going on for weeks - you'd fax them the request and they wouldn't get it. You could sit on the phone and fax them a "hello" and they'd get it immediately. Pretty sure they were holding out just to charge fees). I'm not sure whats funnier though, some poor sap putting paper into a printer that just won't stop or fax to email where the normally "small" mailbox count explodes. Especially as Fax is generally used for "important" comms, they'd have had to go through it all you'd think. (Only fax to email services I've used for incoming had the number that sent the message on the attachment only, and not visible from the root of the mailbox)
 
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