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Author Topic: Zen - Is anyone else not able to place an order?  (Read 1479 times)

Jon21

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Zen - Is anyone else not able to place an order?
« on: March 27, 2020, 03:17:18 PM »

I've been thinking of moving to Zen from Sky for the last couple of weeks. The problem is, whenever I try to place an order, I can not progress past the "Order setup" page. I check the address details and direct debit details are correct, hit continue and then the page refreshes and takes me right back to the top of the page. I've tried 3 different browsers on this PC, an iPhone and trying to place the order over 4G. All have the same issue. I could call but I really don't fancy waiting in a queue for something that should be easily achieved by doing it online.
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Alex Atkin UK

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Re: Zen - Is anyone else not able to place an order?
« Reply #1 on: March 27, 2020, 03:22:17 PM »

Maybe they have suspended all orders to avoid running into cancellations due to Openreach no longer doing anything that needs an engineer in the home?

It would seem a bit extreme to block migrations too, but then its hardly a priority compared to repairs.
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Exchange: INTAKE (ECI DSLAM) Router: pfSense (i5-7200U) ISP/Modems: Zen (Home Hub 5A running OpenWrt) + Plusnet (VMG-3925-B10B) WiFi: Ubiquiti nanoHD

Weaver

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Re: Zen - Is anyone else not able to place an order?
« Reply #2 on: March 27, 2020, 07:47:56 PM »

That problem would only apply to FTTP though, no? For example FTTC requires no home visit by Openreach.

A thought:
Maybe itís something wrong with the website or a browser problem eg ad blocker or strict cookie settings. Iíve had lots of problems with AAís website in the past because of those reasons and because they werenít iPad friendly in various ways. Main AA website completely replaced now.

It would be worth checking on another machine or with another browser in case it is Zenís website or your browser not being nice.
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Alex Atkin UK

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Re: Zen - Is anyone else not able to place an order?
« Reply #3 on: March 27, 2020, 11:34:52 PM »

I agree it wouldn't make much sense, but who knows ISP logic.  ::)
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Exchange: INTAKE (ECI DSLAM) Router: pfSense (i5-7200U) ISP/Modems: Zen (Home Hub 5A running OpenWrt) + Plusnet (VMG-3925-B10B) WiFi: Ubiquiti nanoHD

Jon21

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Re: Zen - Is anyone else not able to place an order?
« Reply #4 on: March 28, 2020, 02:54:05 PM »

It's not likely to be something as daft as the phone number being tied to Sky is it? Reason I ask, I just checked availability with Uno and the checker says, " You have an incompatible phone line such as from Sky, Talk Talk or Virgin"
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sof006

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Re: Zen - Is anyone else not able to place an order?
« Reply #5 on: April 14, 2020, 02:26:25 PM »

I've been thinking of moving to Zen from Sky for the last couple of weeks. The problem is, whenever I try to place an order, I can not progress past the "Order setup" page. I check the address details and direct debit details are correct, hit continue and then the page refreshes and takes me right back to the top of the page. I've tried 3 different browsers on this PC, an iPhone and trying to place the order over 4G. All have the same issue. I could call but I really don't fancy waiting in a queue for something that should be easily achieved by doing it online.

I've just signed up with them today, I didn't use the website I called them. Got through in about 2 minutes (despite COVID-19) and now im on my way to moving from TalkTalk to Zen
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Jon21

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Re: Zen - Is anyone else not able to place an order?
« Reply #6 on: April 14, 2020, 03:12:18 PM »

I've just signed up with them today, I didn't use the website I called them. Got through in about 2 minutes (despite COVID-19) and now im on my way to moving from TalkTalk to Zen
I did it via email in the end. Still not sure what the issue was but should be switching to Zen on Monday.
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sof006

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Re: Zen - Is anyone else not able to place an order?
« Reply #7 on: April 14, 2020, 04:34:02 PM »

I did it via email in the end. Still not sure what the issue was but should be switching to Zen on Monday.

Let me know how it goes, mine will take 10 working days. According to the rep I spoke with on the phone.. Does that sound right to you? 10 working days?
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Jon21

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Re: Zen - Is anyone else not able to place an order?
« Reply #8 on: April 14, 2020, 04:48:54 PM »

Let me know how it goes, mine will take 10 working days. According to the rep I spoke with on the phone.. Does that sound right to you? 10 working days?
Yeah, I believe it's a minimum of 10 working days for migrations between providers. You should get an activation date soon.
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j0hn

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Re: Zen - Is anyone else not able to place an order?
« Reply #9 on: April 14, 2020, 11:38:30 PM »

Let me know how it goes, mine will take 10 working days. According to the rep I spoke with on the phone.. Does that sound right to you? 10 working days?

Minimum 10 working days is an OFCOM requirement.
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Alex Atkin UK

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Re: Zen - Is anyone else not able to place an order?
« Reply #10 on: April 15, 2020, 04:18:32 AM »

That's in order to have a cool-off period isn't it?  In case you change your mind or its somehow been done without your permission.
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Exchange: INTAKE (ECI DSLAM) Router: pfSense (i5-7200U) ISP/Modems: Zen (Home Hub 5A running OpenWrt) + Plusnet (VMG-3925-B10B) WiFi: Ubiquiti nanoHD

sof006

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Re: Zen - Is anyone else not able to place an order?
« Reply #11 on: April 15, 2020, 11:55:37 AM »

That's in order to have a cool-off period isn't it?  In case you change your mind or its somehow been done without your permission.

You get 14 days to change your mind. As above 10 days is purely from OFCOM as a rule so people aren't without internet for whatever reason.
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Jon21

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Re: Zen - Is anyone else not able to place an order?
« Reply #12 on: April 21, 2020, 03:25:51 PM »

Migrated to Zen yesterday, all went well. Had to contact CS to get a direct debit setup, as the payment wizard wasn't recognising either the sort code or account number. But that was painless and was sorted within a few minutes. Sent an email to have IPv6 enabled and that was done within 30 minutes. Quite impressed so far.



Just a quick question. In the customer portal, the line technology says GEA FTTC. Is that Zen's own backhaul?
« Last Edit: April 21, 2020, 03:30:06 PM by Jon21 »
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Chrysalis

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Re: Zen - Is anyone else not able to place an order?
« Reply #13 on: April 21, 2020, 06:14:16 PM »

I couldnt order from zen when I was with sky, which was a factor in me going to aaisp.
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sof006

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Re: Zen - Is anyone else not able to place an order?
« Reply #14 on: May 09, 2020, 01:48:21 AM »

Migrated to Zen yesterday, all went well. Had to contact CS to get a direct debit setup, as the payment wizard wasn't recognising either the sort code or account number. But that was painless and was sorted within a few minutes. Sent an email to have IPv6 enabled and that was done within 30 minutes. Quite impressed so far.



Just a quick question. In the customer portal, the line technology says GEA FTTC. Is that Zen's own backhaul?

Yes it is, I am on WBMC. So far I am pleased with Zen, the website is pretty good. Love how it shows all the little details that no other ISP I know of would ever do.
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