Zzoomm zero Internet and zero customer service

leedrums

Hi...been a zzoom customer for a couple of years now and no issues and even been very good at customer retention,  but last Tuesday my Internet went down and I've tried to reboot the router and factory reset with zero success.....I've contacted the customer service and faults team with zero response....and tried to call them and gave after 2 x 1 hr long calls on hold...they clearly haven't got the personal to delay.with my issue. Does anyone have a contact for them that can get my issue cleared up as its been nearly a week without Internet and no way of getting this sorted in the near future. Thinking of putting a stop on the direct debit and seeing what happens then. 

Any help.would be really welcomed. 

Lee 

Neil_Jones

Service Status page suggests there was an issue on November 5 that to rectify requires you to factory reset your router.  This is not the same as turning it off and on again, and requires holding the factory reset button in for about 15 seconds.  Have you done this?

Cancelling the direct debit will do nothing to help the situation, and all it will achieve is trash your credit record.

Complaints code is here: https://zzoomm.com/customer-complaints-code

JSmithy45AD

leedrums said:

Hi...been a zzoom customer for a couple of years now and no issues and even been very good at customer retention,  but last Tuesday my Internet went down and I've tried to reboot the router and factory reset with zero success.....I've contacted the customer service and faults team with zero response....and tried to call them and gave after 2 x 1 hr long calls on hold...they clearly haven't got the personal to delay.with my issue. Does anyone have a contact for them that can get my issue cleared up as its been nearly a week without Internet and no way of getting this sorted in the near future. Thinking of putting a stop on the direct debit and seeing what happens then. 

Any help.would be really welcomed. 

Lee 

Never even heard of them so couldn't help with a contact and if rebooting the router doesn't resolve it then I can't see how anyone on here can help TBH.

Stopping the DD will only cause further issues and is never ever a good idea.

What does their network status link say? Have you tried the web form maybe? There are various social media links further down, don't put any personal details down on a public post.

https://zzoomm.com/contact

leedrums

Thanks for the responses....I have factory reset the router twice now with zero result. 

I will continue to try and contact zzoomm....just wondered if anyone else had had the same issues with them.

JSmithy45AD

They had just 30,000 customers until they merged with someone called FullFibre back in March this year, that jumped them to 70,000. Compared to all of the bigger players, that's a pittance so there's a very limited chance of finding another customer on here. Do they not have their own forum?

https://www.uswitch.com/broadband/studies/broadband-statistics/

QrizB

Unrelated to the OP's question, but those stats look a bit suspect. I seem to recall that Shell Broadband was rolled into TalkTalk in April or May 2024 (I was a customer at the time).

JSmithy45AD

QrizB said:

Unrelated to the OP's question, but those stats look a bit suspect. I seem to recall that Shell Broadband was rolled into TalkTalk in April or May 2024 (I was a customer at the time).

I didn't know that myself but they've just not updated the graphic which is via ISPreview from March this year.

michael1234

Its been a couple of months. I wonder if the OP has more info on zzoomm's response. I'm with them and no real problems except they don't reply to my requests about moving me to a new tariff.

I do worry about quick they would respond if my broadband went down. Their help page seems to suggest there is no support after 8pm or on Sundays. I had thought they'd be quicker than most other operations as they manage the infrastructure themselves instead of replying on third parties like OpenReach or CityFibre. Perhaps I'm wrong?

In general, I suspect people would pay more for a high standard of service availability but haven't seen this been advertised other than for businesses.