Zen Internet
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Delay in fibre connection
I have been with Zen on and off over the years. Recently I feel there has been a lack of knowledgeable staff in the company. I placed an order for 1.6gbps fibre connection through a phone call as their auto switch option online would not process my application. The customer service executive ended up placing the order for an incorrect ONT resulting in the Openreach engineer unable to connect me to Zen. It then took Zen over a week to let me know that my connection will be delayed by more than three weeks as they could not get any early appointment for an Openreach engineer. What is disappointing is when I chased up 24 hours the supposed installation date for an update, they had noted in their records that the 'customer had placed the wrong order hence installation could not proceed '. When I contested that, she then looked through the technical support phone call with me and openreach engineer and established indeed that it was the customer service executive who had placed a Line 2 full fibre connection of 1.6gbps and a 4 port ONT placement. The openreach engineer had clearly communicated to the tech team on the day of installation that 4 port ENT is not compatible with 1.6gbps hence the connection was not getting activated. He then asked Zen to revise the order to a working line take over requiring another openreach engineer visit giving at least 24 hours for the line to reset.