Unusual failure from Zen Internet

With my family moving to Dundee, they had expected to stay with Zen Internet who have been competent and responsive over the years. However, installation at the new house failed miserably: after please don't hesitate to respond there was no reply at all to anything further that was sent. Eventually they gave up and went with Virgin Media instead.

It now turns out that Zen had the case assigned to somebody who was on leave so everything just accumulated unread in their personal inbox. They have now got back into work, apologized and initiated a refund but, goodness, it's interesting that their system allows this failure mode, and a surprise to us that Zen managed to lose a customer in this manner.

Virgin have the advantage of not having to rely on BT Openreach so the alternative engineer appointment was effected quickly.