Zen Internet feedback please

jsbombjack · 20 Jul 2020 at 13:40

Hi All,

My current provider (Origin) have had a chequered past in providing a decent service, and their customer service is not great.

Zen are currently top of the list to change to, but I am interested to know of any experience users have that they would like to share

jsbombjack · 21 Jul 2020 at 16:15

Tbh, I would pay for better support rather than having to go through the same stupid questions every time there is a problem (as I do with my current provider).

Thanks all

jsbombjack · 21 Jul 2020 at 18:59

Based on my experience, I have issues through Origin Broadband every couple of months or so. This means that I have to phone them, navigate the wait times to their helpdesk and the reading of scripts when I do get through. Of course this involves being transferred after the first round of script reading and the restarting of the process (wait, script etc). This is followed by me getting shirty with them and reminding them that one of their colleagues responded to a previous issue with the classic line of "I don't care". Then I usually get told to submit speed tests because the issue isn't anything they can see thus must be imaginary or a problem with my kit.

(I am not using their kit and might just about know what I am doing with the kit I have)

I submit the tests and then the issue mysteriously goes away a day or so later...

It's like the inverse of those script reading scammers that pretend to be from BT.

So a few quid extra for a (hopefully) more consistent service, and a helpdesk that is actually helpful seems like it might be worth the expenditure

jsbombjack · 25 Jul 2020 at 11:33

Which did you choose instead?

jsbombjack · 8 Aug 2020 at 11:07

Well, so far so good.

Talked to Zen, they waived the setup fee as I don't need their modem/router. Good start. Then they managed to get everything sorted, give me a change over date and even senty username and password. All within an hour of talking to them.

Of course I appreciate this is the way things should work, but after dealing with Origin endlessly, actually good customer service from an ISP is something I am not used to yet.

jsbombjack · 8 Aug 2020 at 11:42

Which is why my important devices are wired. I've taken care to make sure things under my control are as good as they can be.

Thing is, you're right, but good customer service is a minimum requirement regardless. Hearing an Origin staff member tell me that they didn't care was a particular lowlight of their support (or lack thereof).

Fingers crossed Zen are better.