Zen Internet's summer broadband promotion ended yesterday. 900mbps was reduced to £39/month (from £45) and 1600mbps was reduced to £45/month (from £56). So far so good...

I had recently renewed my 900mbps contract for another 18 months. Obviously, I was slightly peeved that the price had been reduced (albeit with a longer contact period). I therefore engaged with the dreaded AI chatbot, which gave up and connected me to an actual human chatbot, and was assured that if I phoned sales I could take out a new 24 month contract at the reduced monthly fee. So far so good...

Three attempts to phone sales later, on hold for over half an hour on each attempt, and I gave up. I emailed them pointing out that an urgent response would be handy, because their promotion was due to end in just over 24 hours time. So far not so good...

Needless to say I didn't get a response. Therefore, due to my pig headedness, I decided I might as well go for the promotional £45/month option even though I don't need (and can't really use) 1.6gbps broadband. After all, it won't really cost me any more money!

The increased bandwidth means I need an equipment upgrade. I'm being sent a new router which I don't need because I already have my own perfectly good one capable of handling up to 2.3gbps. I will also have to post the old one back at Zen's expense. Openreach, are coming round in a couple of weeks to change my NTE (box on the wall) for a new one, which presumably will cost Zen money too.

If only they'd answered the phone!

#ZenInternet #Broadband #UKBroadband #CustomerServiceFail