JH

Jul 13, 2025

Powered by blind hope and stupidity

From the word go, this has been a catalogue of errors where the Zen contact team have been sometimes powerless to act, and sometimes too lazy or lacking curiousity to bother to resolve. They have also been let down by their agents. Firstly the delivery of the router went somewhere, but nowhere within 5 doors each side of my home. The second router changed delivery times during the course of the day, which I was working from home, before they decided I wasn't in a delivered elsewhere. When I did collect the router it did not work. A total of 150 minutes on the phone later, each time doing the same test, with the same result, but a different conclusion by the agent we still did not have a solution. A final call and a really helpful agent agreed to send an engineer. Sadly we got cut off (something the Zen phone system does willy nilly during hold times or transfers between team members). A recall and we went through the same trouble shoots, sames conclusions, and again a different outcome. An engineer certainly wasn't the right course of action. After a bit of back and forth an engineer was dispatched for the next working day (we're about 8 or 9 days in to a home internet free environment, no TV, no working from home, no smart meters etc) and bang on time, and engineer calls me to tell me I am not home. I am at home. The engineer has been dispatched to the wrong address. As I can see him in the street, I walk up, with ID, address verification and point the error out. He explains he is not insured to go to the 'wrong address'. I explain it is the correct address, he can see it, my verification, where the account is billed on his work order. However the work order address is for the house 6 doors up the road. I call Zen and speak to someone, very polite, but shockingly stupid, who does not see a problem and will not speak to the engineer to reroute him. When I ask for a team leader or someone who can help, the engineer agrees to wait five minutes but then will have to go. I explain this to nice but dimb, who then places me on hold. After five minutes, the engineer leaves and I hang up and call back, again. This I am told was my fault. And if i want to leave Zen, I wil be charged £734 early redemption charges as I am outside the cooling off period, despit having had no service for almost 2 weeks. I write to explain why this will not be the case, I ask for all case notes, CRM files and voice recordings and details of the complaint procedure, any ombudsman office details and to be removed from all marketing lists. 8 days later I have not received any of the above, however I have received yet another router (to the correct address, not a redirected delivery), and a very nice email apologising and informing me I will not be charged an early redemption and a refund on any monies paid so far. For this alone I have given them a two star review. Worth noting: since I removed the router, the Openreach port has no power or signal lights, however I am receiving Zen internet now. Obviously slow and a bit patchy, but some connectivity. And of course, I am still receiving marketing emails, including the needy 'how did we do'. Not that they acted on any information whilst I was engaging via phone, email, LinkedIn etc.