Zen Internet
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Customer Service Isn't About being Worthy
Firstly, what I liked: Dedicated IP address. I had the same address for many years, and three different properties. Nice. Open routers. They use the Fritzbox routers, which are fully configurable by the customer, and have the ability to host a VPN server, either using IPSEC or Wireguard, meaning that you can access your home connection from anywhere. If you are in a sensitive business situation and you are 'working from home' but happen to be somewhere more exotic, this works a treat, as it let you pretend to be at home. Fairly responsive and quite knowledgeable technical support. They are NOT 24/7, however, and do depend a lot on Openreach's tools, which aren't always great. And the not-so-good, and why I am neither sorry to give them only three stars or end my business with them. If their price goes down after your contract is up (but you are still using them) they won't give you the lower price unless you sign another 18 months. I have been with them for *years*, pretty happily, so why the hardball tactics? This is how you treat loyal customers? They also didn't have any sense of keeping me as a customer when I complained about the above. A normal company would have transferred me to a retention person, offered me something to keep me, and tried to placate me somehow. But no, it was just 'thank you for calling.' They are full of themselves about being a 'B corporation'. They send out lots of emails, trumpet it on their website, and make it central to their corporate identity. But what have they done (lately) to delight their customers? I realise that it is not one or the other, but I would like to see them focus as much on delighting customers as on CSR. Speaking of which, after I quit, they sent me an email saying that they would expect their router back and charge me £50 if I didn't return it. Another F you to the back of a formerly very loyal customer.