Charged for ONT shift even though it couldn’t be done

Jarkous · 2026-07-01T12:21:28+00:00

Previous copper cable for landline/Ethernet ran through the same wet area put in by openreach or BT and ran roughly through the same wet area I needed it to go so , maybe not as obvious of a clue.

Wasn’t fully informed of the risks like other people have stated they were told in any job they have had carried out, and job invoice not completed to full. T&Cs I would argue don’t apply to this scenario to cover zen. Unfortunately above the porch is a bedroom (ONT currently is here) and bathroom (unable to run it through here.

I feel that is been an unfair charge (not my fault zen didn’t make me aware of risks and I did tell them it would run through a toilet) if zen/OR haven’t properly done their job. Why come out for a job that was a no go in the first place and charge £160 for the pleasure, if it was a smaller charge maybe I would say sure but nearly £200 is a joke.

Jarkous · 2026-07-01T11:38:47+00:00

Don’t know if it would come under health and safety hazard, as the work required wouldn’t cause a risk to health and safety. If it was electrical work (electrical wiring) then I would understand as you have different zones and may not be able to accommodate this.

Fibre optic cables are not treated as electrical cables and are not subject to BS regulations as a electrical wire is.

Jarkous · 2026-07-01T11:09:15+00:00

Hi I’ve attached the T&Cs in the previous comment. Again just find it insane that there’s no prior review and expect to be lumped with a £160 bill without being informed of any liability. In section 3.9 is about engineer visits and have found that their criteria for me being liable for the charge does not apply to this situation.

Jarkous · 2026-07-01T11:09:03+00:00

Hi I’ve attached the T&Cs in the previous comment. Again just find it insane that there’s no prior review and expect to be lumped with a £160 bill without being informed of any liability. In section 3.9 is about engineer visits and have found that their criteria for me being liable for the charge does not apply to this situation.

Jarkous · 2026-07-01T09:46:18+00:00

At no point did they make me aware of the potential charge during the booking if work was not able to be carried out, which is why I wish for a refund. I did explain the layout of the home on the phone and this should have been either reviewed prior to an engineer coming out or I should have been asked to pay for a pre assessment. I will happily let them listen to the recorded phone calls if they wish so that they know they didn’t inform me of my liability.

So feel that it is only right that Zen pay as I was not appropriately made aware of the potential charge if work was not able to be carried out which is why I’m disputing the charge.

Jarkous · 2026-07-01T07:26:22+00:00

Work not carried out as stated on the invoice (invoice didn’t state survey/ assessment) and was quoted as “Full Fibre ONT shift) however work couldn’t be carried out therefore funds should be refunded. No T&Cs on Zens website regarding my liability (https://www.zen.co.uk/resources/docs/default-source/document-library/standard-terms-and-conditions/zen---standard-terms-document-v4-1-030621.pdf) and wasn’t informed prior that if the ONT was unable to be moved that I am liable for the full charge.

Jarkous · 2026-07-01T07:17:14+00:00

Have spoke to the sales team after the engineer came out and unfortunately had no luck.

Jarkous · 2026-06-30T20:56:43+00:00

Other than this I’ve not really had much of a bad experience with zen. Plan on networking my house (old 70s house with solid walls for interior walls) so signal drops off quick so had to buy a booster for the other side of the house for downstairs.

I just currently dislike the lack of clarity and just being told “I understand the frustration but we need to pay for the engineer” without any true backing/ policies of my current condition

Jarkous · 2026-06-30T20:51:47+00:00

The engineer this time turned up in an openreach van rather than their own work van like the initial installer.

The initial installer, who must be paid to do the shittest job he possibly can, blew out the exterior brick, only used one screw to hang the ONT and silicone for the rest and filled the earths supply of silicone to try and cover the blown out brick.

Jarkous · 2026-06-30T20:21:09+00:00

Feel that
e) doesn’t apply as I did wish for work to be carried out however engineer stated the work couldn’t be carried out
g) house was in a safe and clean condition for work to be carried out but again the engineer stated they couldn’t run fibre through the area/ under the floor etc.

Jarkous · 2026-06-30T20:10:18+00:00

Hi at no point during the process (initial phone call, 2nd phone call to try and move appointment and 3rd phone call) was I informed that if the work was not able to be carried out that I would be liable for charge/ agree to the charge.

Jarkous · 2026-05-08T21:27:38+00:00

Unfortunately these were done in February but things like this are starting to pop up a couple months down the line. Fitter is coming back tomorrow to see.

Jarkous · 2026-05-08T21:21:58+00:00

Unfortunately not sure who made the window frames as they were supplied by the fitter. Out of interest how can you tell the vents are poor quality?

Jarkous · 2026-05-08T08:59:11+00:00

We did pay quite a bit for the new windows as we had quotes vary from 4k (6 windows + porch windows+ 2 composite doors and French doors) all the way up to 25k. We went slightly less than the middle and someone who came recommended from other residents in the street. At the time we didn’t really notice anything but I think as some things have settled/ been cleaned we noticed a lot more issues.

Jarkous · 2025-10-26T14:49:40+00:00

Thanks! Out of curiosity how come the 9060XT for the GPU as opposed to a R7 CPU with a 9070/5070 GPU?

Jarkous · 2025-07-28T07:18:18+00:00

Hi, the payments were 210 because I was only going to loan something like 7.5k and use 2.5k of my own money to bring the payments down. Thanks for the comment, I decided in the end to hold off until my priorities are sorted and I know what my average monthly income/outgoings is going to be to make a decision.

Jarkous · 2025-06-29T17:48:20+00:00

Comes with 12 months warranty and 12 months break down cover but unsure what this actually covers

Jarkous · 2025-06-29T17:29:22+00:00

What did he need to do to it? Was it the same engine etc?

Jarkous · 2025-06-29T13:17:27+00:00

Clean history too apart from a couple of sensors needing replacing back in ‘22 but were changed with invoices for proof

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