204 Customer Reviews over 6 pages
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- Location
- Kent
- Reviewing
- Zen
- Date
- 2022-06-24
- Comments
-
Upgraded to full fibre 300 5 weeks ago from copper cable thinking finally moving into the 21st century. Since then we had 1 outage that lasted 9 days and now we’re in an outage that is going to last at minimum 2 days but will most probably be more… have spent a total of probably 8 hours on hold waiting to speak to Zen and then once through there are promises of call backs which never happen, flat out lies from customer service representatives who assure/promise me a faults manager will call me back only to find out 3 hours later when I call back that no request was ever made and then to top it off there is no detailed information as to the fault except that an engineer will be dealing with it tomorrow 24 hours after it was discovered… the last bit is a bit of a surprise as the information from another provider as that it would be fixed at 4:56pm the day of the fault which seems improbable/impossible seeing as the engineer wasn’t even going to deal with it until the following day… what a truly crap service…
- Location
-
- Location
- Kent
- Reviewing
- Zen
- Date
- 2023-10-31
- Comments
-
Speed has always been bad , it cuts off in the evenings when busy
Biggest problem for me is that I lost internet on 12-10-23 it’s now 31–10-23 and still nothing , I either get cut off or / and asking the same questions over & over again , I’ve told where the problem is but they go on repeat , disgusting poor standards, suggest going elsewhere for that reason
- Location
-
- Location
- Kent CT6
- Reviewing
- Zen
- Date
- 2017-03-15
- Comments
-
Bean a customer for 14 years, never shopped around for internet so found no reason to change. Recently had a 5 day outage,Zen communication was zero, internet came back and I called to see what the problem was and have basically been fobbed off. Offered a good will gesture to reimburse me for the days of outage....'Good will!'. I paid for a service and they failed to deliver. I have told them I am moving providers and they have not offered anything. Broadband is slow but steady, that is all.
- Location
-
- Location
- Knaresborough
- Reviewing
- Zen
- Date
- 2018-08-26
- Comments
-
I switched my small business broadband & phone services to Zen IT about 3 months ago. The customer service has been top notch! It is so refreshing to speak to customer service agents who (1) speak in a clear, understandable manner and (2) listen to what you say before riddling off a script. My broadband service dropped this weekend and the service & response time were brilliant. I understand services have issues once in while - the thing that makes the difference is the manner in which a company fixes those issues. Zen IT handled my call with speed, clarity, efficiency and friendliness. The entire service call was stress free. I would recommend Zen IT to anyone.
- Location
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- Location
- Lancashire
- Reviewing
- Zen
- Date
- 2015-04-29
- Comments
-
Have been waiting over 3 weeks to get my Broadband installed and have been messed around by the team at Zen. They tell me BT was the hold up and then someone else in the building gets it installed in 1 week. Then Zen say they can do it re book another appointment and guess what they still can't do it and blame it another problem. Have to say the worse comms company I have work with. If you thought BT were bad, just check these guys out.
- Location
-
- Location
- Leamington Spa
- Reviewing
- Zen
- Date
- 2020-07-07
- Comments
-
Overall satisfied over the span of a year or so, reliability good, speed was probably at 40% compared to advertised(probably due to a poor infrastructure etc.), v. expensive but that was something i was welling to live with as i needed the reliability and that was absolutely fine. Where all came down to an end, in my case, was the customer service/support where i've raised a ticket for the fact that once i've moved home after 4days or so they were telling me a third company(Openreach) needs to be involved to be able to decommission the existing line here etc. After 12 days of chasing them i got pretty much the same answers when i've just decided to leave them as i can nit keep spending a fortune on mobile data for work and keep telling the bosses that "next day they'll fix it".
- Location
-
- Location
- Lee-on-the-Solent
- Reviewing
- Zen
- Date
- 2024-02-15
- Comments
-
They have 'upgraded' the Internet in our housing estate and as a consequence we have no Internet or phone, what a load of rubbish they are, no warning, nothing. I will be switching to another provider tomorrow.
- Location
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- Location
- Leeds
- Reviewing
- Zen
- Date
- 2023-10-16
- Comments
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Absolute crap. Literally the worst customer service I have ever experienced and I was with Virgin Media for over 6 years. This is not what I expected when I signed up.
- Location
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- Location
- Leeds
- Reviewing
- Zen
- Date
- 2019-12-04
- Comments
-
6 months in, I can't fault them for anything. Smooth process, great router (top of the line and awesome range), good speed and reliability (no dropouts ever!) for a reasonable price.
For me, peace of mind does worth it!
- Location
-
- Location
- leeds
- Reviewing
- Zen
- Date
- 2017-05-03
- Comments
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Left Talktalk for Zen just over 12 months ago because my broadband slowed down at peak periods. Zen started off reliable but over the past six the internet has started to randomly go off for several hours (it can be okay for a few weeks then it crashes).
Zen has a log of these issues but no explanations, and not all my outages are recorded.
I've changed all the cables and still issues; Zen say it could be the fibre router (now out of warranty) and say I should borrow one to test despite me saying there's no pattern to it crashing - and who is going to let me use their router for a few hours/days?
The easy solution would be to send me a router to test but no, they won't; have been told I could buy a new router but that might not be the problem.
My contract is up in Sept so I'll be leaving; I told them this and they got very defensive.
- Location
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- Location
- Leicester
- Reviewing
- Zen
- Date
- 2024-03-16
- Comments
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This service is awful, they are unable to activate my service after installation from city fibre. They have asked me to wait 24 hours every day for two weeks and still appear no closer to solving the connection problem. The customer service has been unhelpful and have provided no information into the nature of the issue.
- Location
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- Location
- Leicestershire
- Reviewing
- Zen
- Date
- 2021-02-26
- Comments
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Please please do not use this internet provider and put yourself through what we have had. At no point during the course of our contract did they ever provide the speed which they claimed. We paid for 80mbs and 90% of the time the actual speed was below 20mbs, it was often as low as 7mbs. The upload speed is even worse, so anything like zoom meetings or online gaming is almost impossible, at one stage our upload speed was 0.07mbs! On top of the speed being dreadful the connection was not very stable even when using a wired connection and the Wi-Fi didn't reach all areas of a 3 bed terrace. You then have to go through a very lengthy process to get out of the contract even though they are breaking contract by not providing the service you have paid for. This is essentially a stalling tactic so they can take more money from you before you are able to switch. They "run tests" and send out a new router, pretending that is going to make any difference. They are also hard to get hold of on the phone, the ques are very long. What they are doing is bordering on fraud and at the very least a shambolic level of customer service.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2017-11-05
- Comments
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Until recently Zen service was excellent. Sadly lately it had dropped dramatically. Constant disconnections, snail pace downloads. Will look to switch as soon as possible as this is a business connection and any time disconnected could prove costly. Very disappointed.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2019-06-19
- Comments
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I've been trying to transfer from BT to Zen for exactly one week and have got absolutely nowhere.
I placed an order with Zen who told me that they were not able to process it as there was an open order on my line.
Since then I've been batted back and forth between BT and Zen - BT telling me there is absolutely no open order on my line, Zen telling me that there is.
In order to speak to anyone at Zen Customer Services you typically have to wait between 10 and 30 minutes or more to get through.At the moment of writing this I have been on a call to them that has now lasted 41 minutes.
If this is a foretaste of their customer services I think I would rather not bother with them.
Meanwhile what I think of BT is unprintable.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2016-08-23
- Comments
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I chose Zen because so many reviews had been complimentary about their reliability and customer service, both far more important to me than the speed of the broadband itself. I live in a basement flat without 3G/4G and urgently need internet access for work reasons.
I ordered a broadband package from them 3 weeks ago, and was advised that my broadband would be active in 2-3 weeks, a long time but having never been with Zen before I felt it fair to give them a chance. It has actually taken them that long to tell me that it won't be active for another 2-3 weeks. If they had warned me at the time of my order I doubtless could have gone elsewhere and would already have broadband by now. Despite £139(!) in activation fees, almost six weeks to actually activate a broadband service is ludicrous (especially as I am only living in London for six months, 25% of which will have elapsed by the time Zen actually get around to fulfilling my broadband order!).
Zen have acknowledged my complaint but neither brought forward the activation date nor offered me any kind of reduction.
Whatever experiences others might have had of Zen, mine has been horrendous. I absolutely do not recommend Zen to anyone. I can't speak to how fast the actual broadband is, but even if it's lightning fast it won't alter my opinion of Zen one bit.
Having been with BT, Virgin and others over the years I remain astonished that it is so difficult to find an honest, dependable broadband provider in the UK. As always, it's all about getting you to sign up by dangling empty promises in front of you.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-11-03
- Comments
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you can not believe the issues we had with this company since we hired them. We can not leave zen because we had 1 year contract but in fact internet never worked properly. they always made quick fix and issue is back few hours or days later. if you leave a review on trustpilot they will report it in order to get it removed , and that is why they got only good reviews so PLEASE BE AWARE they not provided a good service, for us always being a nightmare and also when wanted to leave Zen a manager call us and told us we dont have to pay any fee as we made 15 claims of not working internet in 7 months of contract!!! more than 2 per month!! so they were agreed to not pay a penny but now all is different and they are claiming us 83 £ for ending our contract earlier!!! so we will make formal complaints seeing they said one day one thing and next day a different thing so be aware about that, we are living around Camden and not working on this area!!!!!!!
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2017-10-17
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2017-02-05
- Comments
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Zen Fibre is a SCAM. Avoid at all cost. I have been a client of Zen for the last 3 years. I upgraded to fibre and it has been a disaster. Speed is down to 10 Mb/s. I am told by Zen technical advice staff that is a wireless problem but I am using the 2 routers provided by ZEN. total rubbish. Ofcom should take good note and sanction these dishonest companies and protect consumers. WHICH should not recommend ZEN.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-02-26
- Comments
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Very happy with Zen. Previously with BT and Plusnet. Plusnet was unreliable but Zen has been rock solid, fast, and the router has more features and better range than my BT smart hub 1. Also Zen promise no price increases.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-01-16
- Comments
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Mixed experiences would be as generous as I can be. The broadband speed I’ve enjoyed varies day-to-day from highs of close to 100Mb to, this evening, 2Mb. Have been on package since 2017, the cost of which to new customers is £9 per month less, yet my tariff has not been reduced, a clear contradiction of the spirit - and the letter - of Zen’s price promise. Very disappointing service from a provider that, for the first few months of the relationship, I couldn’t fault.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2018-12-05
- Comments
-
Absolute top-notch services provided by Zen.
I live in an area where it can only be serviced by a small number of providers, and being on BT takes some years off my life.
Decided to take the plunge based on some reviews and have not regretted ever since.
Admittedly the price is slightly more pricey than BT, but the quality of the service, both in terms of the internet and also customer, has been fantastic.
Renewing contracts take literally minutes and everything is clearly documented and good to go.
Really happy with the service and could not rate it anymore highly.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2023-06-04
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2019-12-05
- Comments
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We had massive ongoing problems with unstable internet connectivity that was driving us demented. Between Zen and ourselves and a LOT of effort from openreach we finally go the bl. thing sorted out. So theough perseverance we all got there in the end.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2017-12-14
- Comments
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I've been with Zen nearly 13 years for wi-fi (tied in through tenency) and know these people and their rubbish very, very well.
Very simply, Zen internet doesn't work, is not going to work, is not fit for purpose and will not preform to any kind of reasonable or even just basic standard. You'll be very lucky if you can stream a YouTube video....and there is nothing you can do about it other than change your provider.
They won't improve anything ever and there's no point contacting them so don't bother.
I went down this road a few times and all they'll do is waste your time with some rubbish about ethernet wires.
Bottom lines are they cannot and will not provide a reasonable service and you will not be able to use the internet.
Typically British organisation.
Fundamentally sub-standard and want money for nothing.
Avoid altogether.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2016-11-26
- Comments
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I joined Zen about a year a half ago, initially, there were no problems. Download speed a steady 10-12Mbps and Upload always at 1Mbps until last July. Then our speeds dropped below 1Mbps (Averaging about 0.48Mbps), for three months I was going back and forth with Zen.
The only thing I can say is that Zen customer service did keep in regular contact with me (with one major blip when they closed the fault tracker whilst I was abroad for 3 weeks even though my housemate was speaking with them most days!).
Zen was convinced the issue lay with BT so we arranged 7 BT engineers to come out to the house with no improvement or increase in speeds.
After 3 months of this, I finally decided to bite the bullet and move to another provider, lo and behold day 1 on the new provider (Download - 11Mbps, Upload 1Mbps).
I still don't know what the issue was but as both Zen and my new provider run on the BT Wholesale network and all I needed to do to change was to update the username and password on the router, I do think Zen were at fault.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2021-06-26
- Comments
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Fantastic broadband connection. Extremely reliable. Low latency times, average of 8ms. Excellent speeds at all times - normally get ~70Mbps. The package estimate is 72-73Mbps.
Cannot fault at this point.
Haven't had to use customer service yet.
Initial sales calls = a bit slow to answer, but perfectly friendly.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2018-12-25
- Comments
-
It was good until our contract had finished. We simply started receiving higher bills. There was no contact from Zen to inform about higher bills or offer of a new contract. When we decided to move to another provider we C ouldn’t. Zen have done something with the phone line which prevented our new provider to complete transfer. I was helpless and could not resolve this issue, even during multiple follow ups. Altogether I have regrets about paying premium for a year to get such an awful end of contract experience. Avoid! It was truly awful.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
-
Absolutely godawful. Don't believe what they say about their customer service - we've been treated like mugs, told off for complaining about glacially awful (and very expensive) service (upload speeds are such that it takes an entire day to send a 30MB file). Avoid.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2018-07-18
- Comments
-
Most of the time reviews you read on the internet are the result of someone's ire causing them to try to find a way to pay back the harm that a company has caused. But I, personally, can't speak highly enough of the peace of mind these guys give me whenever I call them.
From set-up to moving house to cancellation and renewal of contracts, every time I've had an issue with them, I've given them a call to be answered by a lovely Northerner within 3 minutes, and had all my concerns put aside.
Speeds have been a pretty constant 6-7MB/s download for a year now, with only a week here and a week there of wobbly slow-down that was always corrected.
In a 2 person-household the prices are roughly £25/month each for their top-tier speeds, but given the reliability and the actual customer service, it's worth the extra spend compared to someone like Virgin with their constant drop-outs, throttling, and customer service outsourcing.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2018-10-17
- Comments
-
DISGRACEFULLY POOR CUSTOMER SERVICE! Not only do you have to wait hours to get through to anyone, but they are RUDE and condescending when you finally do! The last person I spoke to sounded like he was playing games with a colleague after I called up to find out about a ‘fault’ - which by he way has been going in for nearly 12 hours bow. I was literally laughed at and told it’s not their problem and it’s an open reach problem. But the open reach status website says there is no current fault. Awful service that I assumed would be good because of a review by Which. Even signing up was a nightmare and took weeks to get connected. Will be changing provider immediately after contract expires!!! AVOID!
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2023-09-01
- Comments
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Avoid at all cost
The customer servicies here is just awfull and not even able to ackwonledge emails.
I have an ongoing issues since april, this is handle by Dale,as pero his signature "complain resolution manager" . He is not only not able to fix or advise the issue, he is not even haven consistencia in his replies . I am overdue paying a bill because he doesnt apply the credit I have standing.
Date of experience: 01 April 2023
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2018-05-29
- Comments
-
I came to Zen on the advice of a colleague, and for about two years, they were brilliant. Over the past six months, the connection is dropping every two days - sometimes more often. When I ring their support line, I have to listen to their equivalent of 'have you tried switching it off and on again?'.
Then they go through the big list of 'troubleshooting' that I need to try - most of it designed to kill time so that either the connection comes back up or else the customer gets bored and waits for the connection to come back up.
And then when you complain, the response is 'broadband isn't a guaranteed service'. Is there any other commercial service where we'd accept this cr*p? How about I say that my payments aren't guaranteed? How quickly do you think the service would be cut off?
Utter rubbish.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2017-04-03
- Comments
-
Miserably slow. At the very, very bottom of speedtests and amongst the slowest in the world.. yes thats right the world. They have better ISPs in Syria.
Test 1 = 0.02mb/sec
Test 2 = 0.24mb/sec
...and so slow even the Speedtest on this site won't load.
Avoid completely.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
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Since we hired this account around 2 months ago Internet never works properly experiencing up and downs or not Internet at all. We hired this company because the good reviews but I don't know they got so many reviews when customer service do nothing to help us with our issue. We are paying a bit more to get a good adsl but seems not worth the money.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2019-08-26
- Comments
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We left Virgin for Zen 10 days ago. Signed up for the 66 and are regularly getting 60. No outs, just a good reliable service. The router (Fritzibox) works well, and Zen fixed with Virgin to transfer our landline number. Very happy.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2021-09-10
- Comments
-
They've taken over two months and have still failed to hookup the fibre cable that was already in my property. I have been lied to about earlier engineer visits every time I've phoned them. I simply cannot believe how incompetent they have been.
- Location
-
- Location
- london
- Reviewing
- Zen
- Date
- 2018-03-09
- Comments
-
This company was good.....things change.....it takes ages to get through on phone....sometimes the are unhelpful...and the telephone answering system is not always operating....Zen do not answer emails...or in my case they have not
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2023-12-04
- Comments
-
A customer service experience—Extremely rude and lacked empathy.
I took 12 months contracts with them. There wireless modem had range only within the room. So took 12 month contract extra and paid for Internet every room for which I was told that I have to pay only for 12 months to cover the cost of equipments.
Once 12 months passed they are still charging every month and when I tried to contact there simple answere to cancel the service and not return the extra money they have charged. Pathetic services and behaviour.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2023-05-22
- Comments
-
I have been with Zen for over 10 years. They had a really good quality of service but unfortunately, they have become really lapse lately. I had to spend hours on the phone to resolve a tech issue which never got solved in the end. The various departments are not talking to each other and so I had to go ahead and cancel my account. They tried to charge me for cancelling my contract but in the end the complaints department did agree to my cancellation and resolved my issue. I would look elsewhere for broadband now.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2017-09-05
- Comments
-
Switched from BT Infinity 2 to Zen's equivalent. BT was constantly 60-70Mbps, even in the evenings. Zen is less than 10Mbps during the evening which is making the internet unusable for us. Very annoyed at paying a significant amount for such dire speed - might as well have gone with Talktalk. Going the formal complaint route to try and escape them.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Zen are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Zen.