I've been a Zen customer for many years, so when I recently moved house I thought I'd continue with them.

We checked the phone number for the existing occupants of our new house and found that it could get FTTC. This was an important part of our decision making.

We ordered phone line and FTTC with Zen, and they arranged to call us back on our completion date to progress the order. They never phoned. When I chased the following day, I was told it was because I hadn't paid (they never asked). This was sorted out.

Zen then activated my phone line and cancelled my FTTC order. As far as we could tell at this point, the new number has been connected to a different exchange to the old number, and the new exchange has no fibre.

I phoned Zen customer services and they agreed to attempt to escalate to BT first thing today, and then they would call me back today. They never phoned.

I've been in the new house nearly five months now. We are on a fibre connected exchange, yet we still only have ADSL at a 6Mb rather than FTTC at 32Mb. My next door neighbour has fibre. Today, I've just done a speed test and it's coming out at 1.5Mb!

The most frustrating thing about this whole process is that we checked everything before house completion and all was good. Then when we got our own number installed, the cabinet became mysteriously "full", and ever since it's given us a "coming soon" with a date about a month out. When that date arrives, it just changes to show another month later. There is no one I can complain to, as it's up to BT Openreach to sort the cabinet out and Zen won't escalate to them.

I feel completely powerless.