Zzoomm Full Fibre broadband Bewertungen 7.315

Swapped to Zzoomm 12 months ago to get my bills down. At first, the service was fine. But then I started to have intermittent service loss. No biggie. Until about 4 or 5 months ago, I had total loss of service. Engineer visit was arranged quite quickly, restored service. But ever since then, I was only getting a max speed of 100Mbps when I was paying for 500 (before I was averaging 400-450Mbps).

Then 7 days ago, a scheduled maintenance apparently got messed up. Knocked out service in the entire area. Most customers had their service restored after 3 days (this is what I was told by tech support) except my service remained down. Phoned tech support and they started to investigate but seemed unable to restore service. Funnily enough, checking the status page on their own website showed 100% uptime in the last 90 days for my area. Which obviously can't be true if it was down for everyone for 3 days. At this point I'd had enough and decided to switch back to my old ISP and started the process.

However, I still wanted zzoomm to restore my service in the meantime. The last phone call I had with them, I was told it was out of their hands and there was nothing they could do because I was switching. I was then told my service would be cut off at midnight on the change over date. I informed them that was only an estimated date and they couldn't just cut me off before they had confirmation from my new ISP that they had completed the required work and notified zzoomm that it had been completed and activated. I was once again told I would be cut off at midnight regardless. This is NOT the correct procedure. The changeover date was a preference, not an absolute. So Zzoomm are failing to hold up their end of contractual obligations and refusing to restore service and I'm going to be without internet for at least another week until the swap is complete. Absolutely disgraceful really.

Can't fault the customer service or tech support team. They're all friendly and helpful. However, the most important thing, a reliable service and competent network engineers running and maintaining the backend systems, appear to be entirely absent. I would strongly suggest people avoid this company at all costs.

7 yrs with my previous ISP and it was flawless, 12 months with zzoomm and it's been nothing but constant issues. You get what you pay for I guess.

Dave gave a very efficient, great service and sorted my query instantly! Very polite, helpful and friendly.

Very pleased with Mary for sorting out my new plan today

After ceasing zzoomm and moving to another provider. Direct debits still taken from my bank for periods after the service was ceased and despite several phone calls and emails requesting a refund I have had zero response from anyone in billing or anyone from zzoomm. I will be seeking advice from ombudsman.

Terrible customer care. In 3 months my Internet has spent longer off than on. AVOID!!!!

We had some initial teething issues due to the setting up on new infrastructure to accommodate the full fibre service, however the team have worked hard to communicate through the issues with gaining a Grant of Wayleave to work on the property I rent.

Needless to say, all of the support staff I've interacted with have been absolutely fantastic at ensuring progression and expectations are met. Relaying the needs and requests to other departments.

Thank you to Beverley @ Wayleaves, Dave, George, Alex, Faye @ CS, Khaled, Drexler, and MA @ Installation Support.

I had a chat with Mary today to discuss future contract plans, and she was so helpful with my situation! Amazing service!

Sunny did a great job, all sorted

Needed a fix from tech support to enable me to use my ROON server remotely. Matt implemented a solution which worked perfectly. Many thanks Matt!

Had an issue unable to access a specific banking website - Matt in the Customer Care team was very helpful and managed the query between the technical team and me well, ensuring I was happy with the outcome.

Just switching over to a new contract and Mary made the normally dull experience a positive one. Like going through it with a friend.

Renewed contract for another 2 years. Thanks to 'Mary' for her assistance and help in customer service. Service generally very good with no complaints.

Very helpful. Talked me through what to do.

Reviewing this specific representative "khaled and Ric" the service was excellent.

My intenet speed that was supposed to be 1gb/s, was averaging 250mb/s and less for just over a week. During one call the operator just hung up on me, I assume because it was close to the cut off time. The representative the previous day didn't seem to do anything, stated changes would come into effect in an hour and actually made it worse dropping to 25mb/s over night and in to the next day.

"khaled and Ric" however was brilliant. Kept me on the line whilst he ran adjustments, Whilst periodically checking in with me to reassure me he was still at it. I could see my router flashing blue to indicate he was doing this, and when he was finished he got me to run a speedtest to check he had resolve my issue. I had jumped up to 922mb/s which is what I used to be averaging. He told me to check it regularly over next 24hrs. Excellent service.

Omar Razak was great

Rozzanna was very helpful and got our internet working again Very quickly I would highly recommend her help
Neil

Waited 4 weeks for install, when the engineers came they said nope sorry mate we can't do it you need civil work doing so I had to wait 6 more weeks for the he civil work to get complete, 2 weeks later another set of engineers came out and once again I get told nope sorry mate we can't compete the install, the civils team used the existing infrastructure instead of installing new and bodged it all, they didn't get permission from the council to dig up the path and or anything, another week later finally get the fiber installed it last 4 days and cuts off without any reason, I call customer service and get told we will have somebody out within 24 hours, after receiving an email stating an engineer will be attending my property I patiently wait, 3 days later nobody shown up, I receive a message saying my appointment has been cancelled now I have to wait another 6 weeks for anyone to come out and figure out why I have no Internet.

If I could give 0 stars I would, avoid zzoomm at all cost.

Great service and great support, friendly staff (khaled) who assisted me.

Our internet with Zzoomm has been poor for a while, frequently dropping out. On Tuesday evening it went down altogether. Many phone calls to the customer service team. Speaking to a different person each time on a very poor line. Never any follow up. “Turn it off and on again” was all they could say. 2days later, still no internet and now they want to send an engineer to replace the router. First available date is a week away. That’s ridiculous. When we first signed up with Zzoom the customer date was treat. Now it is dreadful. We are changing providers.