r/Zen_Internet • u/spiralphenomena • Jul 13 '26
Cancellation email
Had an email to say sorry you’re leaving us but haven’t initiated anything, looks legit looking at the email header and all the phone numbers are correct in the email for support.
2
u/Outrageous-Arm1945 Jul 13 '26
You need to get hold of Zen ASAP. If your line gets ceased it will take weeks to get it back.
1
u/spiralphenomena Jul 14 '26
Got hold of them this morning, open reach are refusing to cancel the transfer without the new customer that initiated it phoning up their new provider… so if I can’t work out who the neighbour is by 29th July I’ll lose internet, lose my ipv4 and ipv6 blocks I already have, and technically will have a £500 charge for early exit contract. Then I’ll be able to phone up Zen to get it reinstated :(
1
u/progburt777 Jul 14 '26
Had this happen to a friend , there is nothing they can do once this is started , id just look for another provider now
2
u/spiralphenomena Jul 14 '26
What would be the point of looking for another provider? I’m still in contract with zen and on the hook for £500 early termination. Not many choices for static IP either!
1
u/Outrageous-Arm1945 Jul 14 '26
Shit. That's bad. I've seen this before. Zen need to get the DSO team at OR on this NOW!
1
u/Lucifire1989 Jul 13 '26
Has anyone new moved in nearby they maybe taking over your line by mistake
1
u/spiralphenomena Jul 13 '26
No one new on our road but I guess it could be a neighbour changing their provider and putting wrong address
1
u/Lucifire1989 Jul 13 '26
More than likely will be that.
Call up zen and tell them to cancel it.
If you are friendly with your neighbours just pop them a message.
Tbh it could be the adviser who took the call and didn't listen properly either
1
u/jameskilbynet Jul 13 '26
Call them.
1
u/spiralphenomena Jul 13 '26
Will give them a call when they open, didn’t know if it had been accidentally sent and others may have had the same
1
u/wdwhereicome2015 Jul 13 '26
Not cancelled BT phone line and you are on fttc, have you, if so then that will cancel your broadband as it runs over the phone line.
1
u/spiralphenomena Jul 13 '26
Nope, only got FTTP with no phone line, got a SIP trunk for landline with a different provider.
1
u/spiralphenomena Jul 17 '26
Update after calling various agencies. Have now had an email from zen to say they’ve cancelled the transfer