Zen Internet
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Service gone down the drain....
Have been with Zen for many years and was happy. Customer service has steadily got worse as they have grown. Tried their Trooli trial and problems all the way. Culminated last week with the service giving up completely. Trooli OND unable to talk to router (eeros x2 and then fritzbox). 5 separate calls to tech suport and emails resulted in 3+ wasted hours resetting routers numerous times to no result. Became very obvious early on that what was needed was a visit from trooli to sort out the connection. Zen utterly resistant. On last call started to agree that zen (not Trooli engineer) could indeed visit - had previously discussed this on another call and agreed that a Zen engineer no use as 'the engineer would just do what we've just spent 2 hours doing and it didn't work'. Yes, exactly. Agent told me he would now read me the charging statement. That did it. Pointed out that Zen probably needed to pay me for the time wasted in resets that were clearly not working. I demanded a call back from a manager. Was told I could not talk to a manager. Queried this and and was told all I could do was raise a complaint. Did so. Email sent same day said would be resolved with 10 days. Very useful when you have no internet. Then received email next day from the tech dept about a related but separate issue. Replied saying to look at all the bits of my records and connect the pieces and requesting again a call back from a manager. No response. Now no internet for 5 days. Supposed to be running a business. What kind of ISP does this? How can they claim Which Awards? Beware.