It's a well know fact that Zen are perfect and beyond reproach, so it must be BT's fault.
You'll at least have a chance to see their customer service in action and decide whether it's worth paying the extra for it.
I agree, i was like what was going on, and i wrongly thought it was zen because first off they said i needed a new phone line and then later saying i didn't need a new phone line and these were emails from zen and here is me thinking about all the positive things people said about zen which is why i signed up for zen, so yeah it must be much more likely to be bt's fault, or a communication breakdown between zen and openreach.
Hopefully my house phone number get's switched over because the new phone line will have a different phone number you see.
So yeah in zen's defence they first off said i needed a new phone line, so they must have checked? - unlike openreach.
But with zens emails first saying i need a new phone line as have said and then saying i didn't need a new phone line as i have a phone line already i seriously thought zen was messing me about which i did think that.
But a little leeway, i don't know it must defiantly must be a communication break down between zen and open reach for sure so i don't know who to blame but the finger is pointing more towards openreach then zen because probably i think
maybe zen was told by openreach that there was a phone line installed and did not need a new one put in and thus i got that email from zen about not needing a new phone line.
Either way zen was right all along that i needed a new phone line as confirmed by a bt open reach engineer after all that wasted time he came to the same thing - i need a new phone line, so zen thought i needed a new phone line and openreach well they did not thought i needed a new phone line as i had a phone line already so openreach is the culprit because of the way openreach treated this, they went ahead and did not check the line so yeah... so the open reach engineer wasted time checking the line and it is a dud, well a one thumbs up for zen on that one but would love to know about the way i was messed about with zens email saying i needed a new line and then saying i have a current line and didn't need a new phone line.
I think to book a appointment for an engineer it is handled entirely by open reach and not zen me thinks here, so open reach engineer to install the phone line not zen since zen rents openreach lines.
I think zens request got denied by open reach for a engineer to install a new phone line, i wish it was a bit more clearer then that.
Dan.