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Why hasn’t Zen compensated me for landline failure?
Q I was a satisfied Zen Internet customer so when the company offered me Full Fibre 500 broadband and digital voice for £1 less than I was already paying, it was a no-brainer. But since the ‘upgrade’ in November my landline has been unable to receive calls. I pay over £7 a month for a landline I can’t use. I’ve also lost my original phone number. Can you help?
John Cartledge
A We doubt we’ll be able to retrieve John’s number because it’s probably already been reallocated, but we’ll certainly push Zen to compensate him. In fact, this should have been paid to him already because the company is a member of Ofcom’s automatic compensation scheme (www.snipca.com/57658).
The amount of compensation will depend on when John first contacted Zen about the problem, how many days the problem has persisted, and whether Zen classifies this as a delay to a new service or a loss of an existing service. Compensation rates are currently £9.98 per calendar day for loss of service or £6.24 per calendar day for a delay to a new service. Zen should also refund the £7 he’s been paying every month.