First impression of Zen Internet… not great
Signed up to Zen last week mainly because of their reputation for customer service. I specifically selected 25 August for installation because our house is mid-renovation and we aren’t living there yet.
Openreach turned up early to run the external cable. I sent the engineer a photo showing exactly where it should go and was told no drilling would be done.
Went to the house later and found he’d drilled in a completely different place and damaged the brickwork. One brick has been pushed in and is now loose. It’s above bay level when all our neighbours have it closer to the floor. 🫠
Zen have also randomly booked the installation for 12 August, and router is meant to be delivered today despite me selecting and repeatedly confirming the 25th.
I’ve raised a formal complaint. I know Openreach caused the damage, but given Zen’s reputation, I’m pretty disappointed with the experience so far.