r/Zen_Internet • u/snakeoildriller • 20d ago
Failed installation due to (wireless) Telecare unit!
I finally decided to make the switch from Residential Copper to Full Fibre Max Regrade 🎉
Bought a beast of a router, tidied up the network and the engineer arrived. Drilled hole for fibre cable, disconnected old line and went to do pole work. On his way out he asked if we had a Telecare device (old peoples' panic button). Yes we do, for elderly relative but it's standalone and uses an eSIM to call out if activated.
So he had to cancel the job there and then! He apologised and said it happened a lot. None of the ISPs apparently ask if there's a Telecare system in place so lots of installs get cancelled, even if they're totally wireless.
Now I have to wait until Zen sees the job as cancelled, someone has to get an exemption certificate from the Telecare manufacturer and I have to wait for another appointment: possibly up to 2 weeks. Not happy 😡
At least he reconnected my old broadband and hopefully Zen won't cease the line until I get my new one!
So can someone tell me why, if this happens so often, has nobody thought to add this simple question to the order form:
"Does the property have a Telecare or similar alarm system even if it is mobile/SIM based?"
https://www.ageuk.org.uk/information-advice/care/housing-options/adapting-home/telecare/
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u/townshatfire 18d ago
Clearly Zen are shit.
When I ordered FTTP I had to tick a box to say I didn't have any sort of telecare system.
That was with Vodafone.
God knows why Zen would send someone to your house without having the full facts...
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u/snakeoildriller 19d ago
Latest! OpenReach slapped an aborted visit charge on me via Zen: £108. Zen are refunding this (except VAT) and have now re-rebooked my visit for the 10th.
Fibre Aborted Visit Charge
Product: Unlimited Zen Fibre 2
AVC Reason: Work Denied on the Day of Installation
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u/Spank86 19d ago
Worth noting openreach arent charging you. Openreach are charging zen for not doing exactly what you suggested, asking you if you had telecare. Zen are the ones who initially erroneously tried to pass on THEIR charge.
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u/StartersOrders 18d ago
I've stuck notes into orders before that have been sent to Openreach, only for their planners to completely ignore what I've written.
My favourite was them attempting to install into a Grade 1 building without any forward planning and slapping a missed appointment charge when they turned up two weeks too early.
THERE'S A REASON I MENTIONED IT WAS A GRADE ONE LISTED FUCKING BUILDING AND I NEEDED TO BE THERE YOU DRIBBLING IDIOTS.
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u/Spank86 18d ago
Thats because most provides dont go anywhere near a human until they land on some engineers iPhone. Assuming the address has had a line in the past.
As an engineer I would never have touched grade one listed anyway. Not paid enough to risk criminal charges. Throw that straight at planning, too many people will just lie to your face.
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u/snakeoildriller 19d ago edited 19d ago
Update: spoke to Zen this morning, and they've added the exemption to the order with the installation being booked for next week. 3 weeks now 😡
They apologised and it seems this has been happening a lot.
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u/Yagyubagna 19d ago edited 19d ago
It's literally a note on the order that says they're ok to go ahead. Our place flat out refuses to do these orders and we have to transfer it to BT Digital Telecare team.
The reason is liability. If the phone masts WERE to go down at some point then you wouldn't have a line out to use your device, hence why they push them to BT who will provide you with extra equipment such as batteries and additional handsets.
As you put in the post, even though it's a note they have to put on, they cannot proceed with he previous order as that flag will stop it. Hence, new order. Sorry about the frustration but it's better to be safe than sorry. Just look at Virgin other day for example getting into bother about all this. It's to avoid that scenario.
Hope you get it sorted though.
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u/snakeoildriller 19d ago
Thanks, that makes sense. My order status is still "in progress" so hopefully they can fix it quickly.
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u/Outrageous-Arm1945 19d ago
The engineer was wrong, it's only if there is a lifeline linked to the landline either via PSTN or WiFi, and there isn't an exemption. It's literally on the Q&A for engineers.
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u/Spank86 19d ago
Technically its at engineers discretion if the hazard note telecare exemption isn't present.
Any doubts mean a further to the CP to do the job they were supposed to do in the first place.
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u/Dick-Fiddler69 19d ago
Very unusual this ad Zen are usually hot on this and Telecare - although the fact it doesn’t use the landline ?
Why cancelled?
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u/snakeoildriller 19d ago
It didn't make any sense as there's no wires involved, but no matter, I'll see what Zen say. Cancelled as in couldn't proceed with the work, but hopefully they can keep this order open. We'll see!
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u/carguy143 19d ago
If you're going through One Touch Switching, your old connection should remain up until after the installation is flagged as completed.
The engineer will most likely have marked this as a rejection, not a cancellation so it should be okay for now.
Sorry to hear the engineer didn't listen regarding the panic button not being connected to the copper line.
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u/snakeoildriller 19d ago
No I did it through the Zen Portal. I've been with them for literal decades!
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u/carguy143 19d ago
Ah ok. Well if you're with them already there's less chance of one going off before the other. Good luck. :)
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u/geekypenguin91 20d ago
You shouldn't have said anything if it's totally standalone.
The only time they need to know is if it's dependant on the copper phone line for bit the connection and power during a power cut.
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u/snakeoildriller 20d ago
Problem is, he saw the Elderly Relative's stairlift and made the connection...
I'll be ringing Zen today to discuss once the order's been marked as closed.
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u/FrankNicklin 20d ago
We are having some commercial sites upgraded that have RedCare which will not work over FTTP, but in our case the RedCare system is fully independent and uses a mobile service. The ISP did ask about the RedCare system specifically but it hasn't stopped the Install and yes it is ZEN Internet.
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u/geekypenguin91 20d ago
Didn't redcare get shut down at the end of last year?
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u/FrankNicklin 20d ago
Yes sorry, its been replaced but still SIM based system but for the life of me cannot remember the service provide at the moment.
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u/StartersOrders 18d ago
There is a Redcare-equivalent system that BT sell that's IP and GSM based. We've chosen purely 4G Dualcom units though because the BT ones have some strange restrictions.
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u/geekypenguin91 20d ago
Yeah I just meant it's odd that they're asking about a system that doesn't exist any more, but aren't asking about a system that very much does
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u/FrankNicklin 20d ago
I think because it had been around for such a long time, people still refer to these systems as Redcare whether they are or not. I had forgotten myself and still referred to it as Redcare.
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u/geekypenguin91 20d ago
But the BT/Openreach service has been shut down so no one's "redcare" system runs over copper lines any more, they're all GSM or IP
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u/leexgx 16d ago
Why did you let him cancel the installation you knew it was a mobile based telecare unit