After struggling to get through to customer service for hours, I finally managed to speak to someone after being on hold for 4 hours.( I was on queue at live chat for 2 days, no agent replied). They ran a few checks and then told me the issue that I'm not getting strong speed 800mbs is the router (Fritzbox) they provided, and that I should buy my own from Amazon if I want better coverage.
I was also told the reason the WiFi doesn’t reach other rooms is because of “thick walls and bricks”, which is simply not true. My house has standard stud walls with plasterboard, and I tried explaining that, but it felt like the advisor had already made up their mind and wasn’t interested in listening.
It’s frustrating to be told to spend more money to fix a problem with a service I’m already paying £39 a month for. This isn’t what was promised when I signed up.
Zen sells one thing, then when it doesn’t work properly, the solution is basically “buy your own equipment.”
I never had these issues with talktalk, should have stayed with them, my own fault.
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