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Zen Support

babrees

Regular Member
Does anybody know if zen's tech support email operates their standard hours, ie 8 to 8 weekedays, 9 to 5 weekends, closed bank holidays.

I have had no email for 20 hours and now find out my port 110 appears to be blocked locally.

As it is a bank holiday do I really have to wait until tomorrow :-(

Some of us have to work 7 days a week incl bank holidays!
 

Mark.J

Administrator
Staff member
ISPreview Team
ISPs rarely completely close tech support on a bank holiday, especially those like Zen that offer hosting services, for precisely the reasoning that you just highlighted. My guess would be that they adopt the same practice as other non-24/7 support offering providers and use their weekend hours on the bank holiday instead of the weekday hours. Let us know if you get through or not.
 

babrees

Regular Member
Well, I'm not happy. It appears they must be closed.

They say on their website that "Voicemail is in operation for urgent messages outside office hours, and our teams can also be contacted by e-mail."

However, they have still not replied to my email and there is no voicemail choice on their phone numbers, other than "if you have a NON tech support enquiry please leave a message" !!!!!!!! I can find no other number to reach this voice mail for urgent messages.
 

Kits

Super Moderator
Staff member
ISPreview Team
We have a few Zen support staff visit the forums I am sure they will respond to your posts aaas soon as they visit.
 

LeeH

ISP Rep
Hi babrees,

Sorry but we do close on a bank holiday, I have found you email to Ian who I have passed over to some one on tech support to contact you.

LeeH
 

babrees

Regular Member
Amazing!

Yep, just had a phone call from Zen.

CLOSED bank holidays. Tough luck if you are self-employed and have an emergency.

Amazing!

Thank the lord I do not have my hosting with you.

Perhaps you should change your website contact details, which state that you have voicemail for emergencies
 

Kits

Super Moderator
Staff member
ISPreview Team
Most places are closed on bankholidays unless they have offshore tech support.
 

Mark.J

Administrator
Staff member
ISPreview Team
Business ISPs and especially hosts generally have to keep some staff on because the global market is 24/7. Typically it is up to the customer to make sure that they choose what suits them best. I'd never pick a host that didn't offer 24/7 support by phone.
 

EntityOnline

Top Member
IMO I think that it's a bit unfair to expect companies to provide support on Bank Holidays. The guys in support jobs should be entitled to have their holiday as far as I am concerned. Even the big computer companies are shut on bank holidays. While I think Mark has a point about choice I don't think that it's enough to declare an emergency over a lack of email for a day or so. If email is that important I'd expect to pay for it or run it myself.
 
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