Zen Broadband Reviews
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Zen.
Recent Customer Ratings for Zen
- Satisfaction
- Customer Service
- Speed
- Reliability
Based on 244 customer ratings since 2019-04-05 (Show all time ratings)
Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
113 Customer Reviews for Zen
| Reviewer | Location | Reviewing | Date | Ratings |
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Great service, great technical support and break neck speeds up and down. You couldn't ask for more (well you could) and offices in UK (including techies). Keep it up Zen |
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| Graham | Abbey Wood | Zen | 2010-10-22 | |
Stay away from these guys...worst experience, and bad costumer service...for months now we are going back and forth about them wanting to charge us installation fee twice...as when first installation was scheduled the person never showed up even though I took a day off and waited for him all day...even manage to get the guys number through costumer service that day when it was getting late...texted him, said he is coming "back" then just disappeared and never answered further messages later, anyway they asking for a charge for rescheduling...guess it's their way of making money with a scam.. meanwhile after hours and hours spent on the phone and while us paying the monthly fee regularly and the first installation fee (for nothing) I still can't use internet at all... really disappointed |
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| Tamas Slezsak | Acton | Zen | 2019-05-18 | |
Don't understand all the negative reviews. Would really like to know (from Zen)why some people have had such a bad experience. I accept thay are not cheap (you get what you pay for)and there are no introductory special offers, but after my previous supplier (firenet)suddenly abandoned all their customers without notice, Zen was like a breath of fresh air. I am using my own router and most of the time am using a wired connection to my pc so don't know if that is one reason I have had no problems. Their customer service is second to none, spending a long time on the phone to help me set up/ solve problems. They even identified an incorrect setting on my own router that had been causing a previously unresolved problem with my previous provider (who even had an engineer out who failed to find the issue. Maybe I have been lucky but am very happy with Zen and prepared to accept the relatively high price for the service and support received. |
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| Brian | Altrincham | Zen | 2018-01-26 | |
Nothing negative. Every thing good. Have been with ZEN since 2005 with no problems until last week. This problem was identified as being a BT problem. Zen could not have been more help and resolved the problem with BT very quickly. Cannot praise Technical Support enough, excellent and friendly service throughout. How many other companies can one say this about these days? Many thanks Zen! |
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| Snapshot | Anglia | Zen | 2012-04-06 | |
I was thrilled with Zen to begin with! We are in a very rural position & always had trouble with poor service from all our suppliers(no high speed or fibre in this vacinity)! |
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| Adrienne | Ash | Zen | 2019-05-27 | |
Have been with Zen for 10 years+. |
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| Adam | Beds | Zen | 2015-06-30 | |
Left talktalk and went with zen cause they were ment to be good been with them less then half a year and they hub keep going ask for a better hub due to this type keep going roung and told I have to buy a better one it a joke I pay £50 a month for this crap going BT when my year contact end |
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| Terry | Billericay | Zen | 2016-11-01 | |
Can't give less than one! Horrible service from the word go. I was with Virgin all these years and made a mistake of switching over to Zen purely based on Which? review. Installation engineer did not know he is coming for installation. He rather thought it is for repair. When he arrived he found Zen had not delivered BT openreach modem to me. Modem for unlimited ultrafast 4 fibre optic service? He had to go and get it. Took whole day to install. In the end he said everything is working and left When I tried to connect, realised Zen had not spoken to BT to activate the service. Contacted Zen. No one in Zen seems to know what was happening. Children and myself left with no internet for days. Could not do their home works. Speed- rubbish, compared to Virgin. Thinking of leaving the contract and going back to virgin at a significant cost. Horrible tech support; don't seem to know where the problem was. AVOID ZEN! |
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| RG | Birmingham | Zen | 2018-10-10 | |
Since moving to Zen my line speed has doubled to 18mbs after a poor intermittent service by a much more well hyped provider. Also, the line has been solid for 3 months now and Fitzi router is impressive for speed and versatillity and ease of use. I was with Zen after they first started in 1997 and had to leave due to house move but delighted to be back with an excellent company. |
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| David | Birmingham | Zen | 2017-07-04 | |
No other company comes close. |
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| Jeremy | Brighton | Zen | 2018-02-14 | |
Terrible speeds. 1mb average a night when advertised at 20mb. They boast having good tech support but they were unable to fix my problem. This took several months. |
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| Peter Roskin | Bristol | Zen | 2019-04-11 | |
Unfortunately, I've had a really bad experience with Zen and had read good things so have been really disappointed. I signed up for a new FTTP service 1 month ago (3 weeks before the activation date) to give Zen enough time to get it ready for the activation date. I had information to say the service was activated and ready to go on the assigned date - great! However, nothing worked. I contacted Tech Support and was sent around the houses a few times before they realised the line was provisioned at the incorrect address and now I'm being told the line needs to be 'cancelled' before a new one is activated and that could take until the end of the week. This would be 1 month+ since ordering. The tech teams seems to be doing what they can but the communication hasn't been good and I'm also concerned about my data as I got a call from an Openreach engineer planning a visit who had the incorrect address for me. |
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| Matt | Buckinghamshire | Zen | 2019-03-26 | |
Terrible - originally they were great but now I think they must have been taken over because they are now just as appalling as all the rest. Customer service is the usual press this for that and then you are transferred to countless people where you have to repeat your name address multiple times. |
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| Zoe | Cambridge | Zen | 2016-10-06 | |
I have now been with Zen for many years, since moving from the hell that was Tiscali. |
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| Stuart | Chesterfield | Zen | 2016-01-03 | |
I called Sales on Saturday 08 Feb (@ 16:20), to discuss coming over to them from BT. Live chat wasn't available. |
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| Malloy | Chichester | Zen | 2020-02-08 | |
I have been with ZEN a number of years now. I cannot fault them for their service or speed. Before I was with them I was frustrated at broadband dropping out etc etc. Zen customer service are great nothing is too much trouble for them.If I have a problem then it is sorted out quickly staff are friendly and knowledgeable. |
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| Chris Pygall | Co Durham | Zen | 2015-02-07 | |
I have switched to Zen from TalkTalk nearly a year ago and I'm really glad I did!!! What a difference. Beaing with TalkTalk for a few years I had to reset my modem few times a week. Finally I had to replace their SuperRouter with my Netgear to prevent resetting every few days. With Zen's Fritz Box I didn't have to reset my router at all since I moved to Zen. Speed is concistent, no reason to fault it at all. I wouldn't move to other provider unless there is a someone else offering faster FTTP broadband to my location. Thank you Zen. |
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| Pav | Consett | Zen | 2020-03-15 | |
Been with Sky for the last number of years maybe should have stayed as this was slower I'm on the unlimited 2 (70Mbps) Download speed is 50Mbps My Sky was faster Disappointed with Zen.... |
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| P Goody | Craigavon | Zen | 2019-08-05 | |
Two contracts for two separate properties. Zen have charged a £20 connection fee for a rolling monthly contract which is advertised as 'no set up fee.' That basic broadband has been working. |
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| Maxine | Derby | Zen | 2019-11-03 | |
My business line goes down at least 10 times per day! It has been fine for the last few years but in the last 3 months it's constant disconnection problems. I think they are using some kind of unsusual setup that causes constant downtime! I have changed every setting and spent over 20 hours trying to fix! Nothing works and costing our business money :( |
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| Max | East London | Zen | 2017-11-25 | |
I was almost deterred from moving to Zen because of the reviews here. I so glad I went ahead. No issues at all with the change over. No drops in Internet. So pleased to be out of BT contract and the years of stress they caused me. Now I’m simply paying the same amount each month. No price hikes. No random charges. Peace of mind at last. |
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| Joh1 | East Midlands | Zen | 2018-07-30 | |
I have tried zen now for 6 months and the service is really bad constant line dropping noisy phone line and speeds as low as 1.5mb on a promise of a min of 5.5 to 10. spent days playing there games. they contacted me to day I could have broadband for £50 set up more than anyone else they actually took £55 and immidiatly the broadband dropped out constantly so i cancelled within 12 days. now trying to get a streight bill out of them to leave. |
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| Derek | Eastleigh | Zen | 2018-03-05 | |
Combination of bt and zen = very poor service |
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| v n rowsell | Edinburgh | Zen | 2019-02-14 | |
Signed up for broadband and line rental, got the line rental but broadband was never connected. |
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| John | Essex | Zen | 2019-09-24 | |
Signed up for Broadband on the 16th Dec. 2015 The service was never activated, waited until 6th Jan 2016 and then closed my account. |
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| John | Essex | Zen | 2016-01-06 | |
Great service. Extremely easy setup. Faster downloads speeds(double that of BT) and based in the UK. Happy customer. |
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| Steve | Glasgow | Zen | 2015-12-21 | |
Zen terminated my telephone and broadband without notice and they don’t know why - blaming openreach - promised to get it up and running in 24 hours - still waiting 6 days later. Terrible customer service neither mixed messages from different people - I don’t believe them. It’s good when it works - their systems are terrible and they can’t cope with a problem. Lost loads of business and many disgruntled residents without broadband - instead of an apology and compensation they sent me a bill for a service I don’t have - can it get any worse. |
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| Martin ainscough | Grange over sands | Zen | 2018-09-19 | |
Greedy and inflexible. |
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| Joe | Greater Manchester | Zen | 2019-02-19 | |
excellent all round serice |
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| mcallaghan | hailsham | Zen | 2009-09-30 | |
We've had Zen for about 4 years now but recently the quality has really dropped. When you enquire about why the service has become so intermittent they talk to you like you're someone who doesn't know what internet is. We recently had a stretch of 24+ hours without any connection at all and all they could tell us was that there was a problem at the exchange and someone would be sent to fix it soon. They said WE could call THEM for updates! It was a whole working day without any connectivity but they didn't seem to feel the need to apologise or do anything other than insist that they don't guarantee continuous service. It was such a corporate line, so lame and transparent. We asked for a gesture deduction from our next bill towards the data costs we'd incurred having to tether computers to mobiles to get online and they just repeated the same thing. Their customer service reps had no idea that consumer law allows claims for compensation and that their own contract can't exclude consumer law. Very very poor. Most of all it was a horrible experience being spoken down to by people who were providing a rubbish service and not sorry about it. Avoid. |
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| AP | Hampshire | Zen | 2017-01-10 | |
switched to these guys as they have great reviews. I thought it would be worth paying double the going rate (£43.99pcm unl fiber) for a great connection but what I got was NO CONNECTION for a week, then it got fixed (£22.50 credit given). A few weeks later more problems, then fixed. finally in month 10 and more issues with loss of internet so decided to switch as had enough. Guess what they want 2 x £43.99 and a part month as its a 12 month contract. I assume the contract also says they will provide me a stable internet connection? |
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| Steve | Harrogate | Zen | 2018-12-20 | |
Really good customer service, not the cheapest, but also not out there to cheat you with 12 month offers like the others. |
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| Luke | Haywards Heath | Zen | 2019-04-22 | |
I have never attained anywhere near 2Mb since I started. 750 Kb is the average. Once I got 1.2 Mb for a short period, but it sometimes drops to 120 Kb which is not practical - worse than dial up. |
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| William Coward | Hereford | Zen | 2010-01-30 | |
I have been with Zen 12 years as they always amswer the phone and help me with any issues unlike the other companies who usually make you sit for hours on an answering machine, Cannot rate highly enough ! |
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| dironside | HIGH PEAK | Zen | 2020-01-28 | |
At the moment experiencing problems with connection and speed due to Openreach network and nothing to do with Zen itself. Always professional and helpful. Best customer service ever. Reviewers that have given a poor rating for this company are doing so because of the fault of the Openreach network and not do not understand that Zen are reliant on Openreach to resolve some technical problems, they own and operate the Network that Zen customers use to access Zen Broadband. I would always recommend Zen above any other provider and if you look at all the reviews and awards they have receive you will see that they provide excellent customer service. |
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| Jan Cuthbertson | Highlands | Zen | 2019-10-09 | |
I joined Zen around 2013 since then the service has become diabolical. |
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| Kaz | Holmeswood, Rufford, Ormskirk | Zen | 2018-07-09 | |
Having just had an email problem sorted I feel that I must commend this company for offering good value and a properly functional service. I have just had a problem with my email solved, although problems rarely occur. The helplines are always manned and if they are busy you get a callback very quickly. Their employees are helpful, knowledgeable, patient and they speak good English which you can understand. Having tried several other broadband providers, I am fairly certain that I shall stay with this one - you do get what you pay for and the ethos seems to be that of giving good service. (And I am pleased to say that no-one to date has asked me how I am or told me to have a nice day!) |
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| Christine Stanton | Huddersfield | Zen | 2019-08-05 | |
I currently have a problem with the broadband. The engineers at Zen have been brilliant. Not only have they patiently gone through changes with me, but they have even diarised and called me back a few times to see how I am getting on. There are very few companies that will do that IMO. |
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| Nigel White | Huntingdon | Zen | 2018-04-24 | |
I've tried the main broadband suppliers, and despite reasonable speeds, the reliability has always suffered. I ended up involving the ombudsman with both Virgin and BT to get out of contract with them. |
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| Matt Watson | Inkberrow | Zen | 2019-06-14 | |
I've been with Zen for quite a while and have experience both traditional broadband and FTTC including an upgrade. I've never had a problem with their service and on the odd occasion when the "internet" has gone down they have always helped me to locate the problem, which is invariably at my end. Would not hesitate to recommend them. |
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| Tony C | Kent | Zen | 2016-04-30 | |
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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.
