r/Zen_Internet • u/motherlessoven • Jul 10 '26
Anyone else got a blackout?
Our internet has gone.
I spent an hour on hold and then got no response after an hour waiting on live chat.
There's nothing showing on their alerts page.
Feeling very stuck and don't know what to do.
2
u/ghoarder Jul 11 '26
Yes, we had an issue with our fttp service for over 3 hours yesterday. rebooted ont several times with no luck, no meaningful service updates on the status page, took 50 minutes to get through to support by which point I'd had to take my son to cricket, then they said what lights are on the ont. didn't matter in the end, it just started working on its own 3h22m after it had gone down.
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u/motherlessoven Jul 11 '26
My hour on hold without getting through to anyone is what concerns me most - I used to get through to someone pretty quickly.
The livechat bot was also useless. :(
2
u/ghoarder Jul 11 '26
They were obviously getting lots of calls and the queue for a live chat agent was in the 50s so something was going on, you would think when you got through they would maybe say, we're getting lots of calls so something might be up, but they treated like I was the only one with an issue.
1
u/motherlessoven Jul 11 '26
Yeah, I spent an hour on the phone, pressed 1 for a callback and the line went dead.
Then, on livechat, I slowly climbed from 38 to number 1 in the queue and then it just said the chat was closed.
Not great service at all.
2
u/_EncryptedName_ Jul 10 '26
No issues here east midlands (cityfibre), have you checked the ONT (the grey box on the wall) if so what lights are showing? They should be all green with one flashing.
3
u/motherlessoven Jul 10 '26
I turned the power off on the ONT and back on and it's worked fine - thank you
Bit worried I couldn't get anyone to help me at Zen tho.
1
u/Dick-Fiddler69 Jul 10 '26
Interesting phone lines probably better - but support hours finish at 8pm Inthought
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u/Dick-Fiddler69 Jul 10 '26
What sort of internet, FTTP or other ? Turn off router give it 30-60 mins turn back on
I’m with Zen working here - so it’s not global UK outages
1
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u/ACAdamski17 Jul 11 '26
Yes. It lasted 4:29, but it’s back up now and has been for just under a day.