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
    4.3 stars
  • Customer Service
    4.5 stars
  • Speed
    3.9 stars
  • Reliability
    4.2 stars

Based on 288 customer ratings since 2019-07-09 (Show all time ratings)

Visit Zen   Read our Zen buyers guide

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.

119 Customer Reviews for Zen

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Reviewer Location Reviewing Date Ratings
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
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Abbey Wood Zen  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Acton Zen  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Altrincham Zen  
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!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Anglia Zen  
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)!
At first we could guarantee our connection but at Christmas we had breaks in high usage times & thats continued. Not as bad as the other suppliers but wet evenings, bank holiday evenings. Saturday nights & this morning around 8 until now 8.45. No WiFi.it is the most expensive I have had in 15 years no phone with it £35 A month & I was willing to pay while it worked.. but what now??
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Ash Zen  
Have been with Zen for well over 10 years now and have never had a problem, their service is faultless.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Barnsley Zen  
Have been with Zen for 10 years+.
Can't fault them. Excellent customer service, excellent reliability, excellent speeds.

Also will quite happily cater for the more technical-minded customers who want to be able to adjust things like target SNR margins etc. No hassle, straight through to tech support who had it changed within minutes.

Keep up the good work.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Beds Zen  
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
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Billericay Zen  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Zen  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Zen  
No other company comes close.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brighton Zen  
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.

Very poor customer service and embarrassingly dated web portal.

Incredibly expensive. £27+ a month! They will not let me cancel contract without charging me.

They were good once but now are absolute overpriced garbage.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Zen  
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Buckinghamshire Zen  
Excellent service from an ISP that allows extra functionality.
Great that you can use your own router.

Reliability has been very good, and speeds are consistently the maximum my line allows.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Caerphilly Zen  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Zen  
I have now been with Zen for many years, since moving from the hell that was Tiscali.

I have only ever had to call Customer support once with an issue and that turned out to be a faulty Router at my end........no Indian call centres with Zen, super reliability and speeds.

I even got an email from Zen before Christmas, to inform me that there was a cheaper plan than the one I was on, I duly clicked the link and was on the cheaper plan within 24 hours (not many companies do that)

Glad I moved to Zen, not the cheapest but THE BEST.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chesterfield Zen  
I called Sales on Saturday 08 Feb (@ 16:20), to discuss coming over to them from BT. Live chat wasn't available.
I was on hold for 15 mins before I hung up.
Hello Zen, this is the Sales line, a customer's first contact. Wake up! I can't even sign up with them, even if I wanted to, as no one answers the phone.
Shame really, as they had generally good reviews.
(Really, all your agents are busy on other calls on late Saturday afternoon at 16:20, when you close at 17:00? c'mon! There was no one there!)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Chichester Zen  
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.
Its not the cheapest but I need the reliability of the net for our business.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Co Durham Zen  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Consett Zen  
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....
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Craigavon Zen  
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.
The second contract is for fibre. I have just measured speed six days into this contract - 0.10mpbs. I have stopped watching online film for the second time in 30 minutes and the second evening since Zen took over my service. At other times, speed reaches 40mpbs.
With property 1, my router would not connect to Zen. It had connected with my previous ISP (not supplied with that ISP so not tethered to them/blocked). Zen had no answer. It connected after I switched off my mobile phone and gave up with tech support.
Both connections took in excess of 5-6 hours to be up and running.
Will be wasting work time again tomorrow - ringing Zen. Feel foolish for believing Which's recommendation.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Derby Zen  
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 :(
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Zen  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Midlands Zen  
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.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Zen  
Combination of bt and zen = very poor service
charges for installation go up as service goes down, zen don't appear to care, service nothing like it used to be.Bt never cared
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Edinburgh Zen  
Signed up for broadband and line rental, got the line rental but broadband was never connected.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Zen  
Signed up for Broadband on the 16th Dec. 2015 The service was never activated, waited until 6th Jan 2016 and then closed my account.
Stay well clear of this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Zen  
Great service. Extremely easy setup. Faster downloads speeds(double that of BT) and based in the UK. Happy customer.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Glasgow Zen  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Grange over sands Zen  
Greedy and inflexible.
Easy enough to setup, however when i was forced to cancel due to a relocation they required the full length of the contract INCLUDING line rental to be paid in full for a service they are no longer required to provide. I can see no reason particularly for the line rental charge as BT would not even be taking a fee after cancelation.

They estimated a fee of £250-300 just for the remaining 6 months.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Greater Manchester Zen  
excellent all round serice
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
hailsham Zen  
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.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Hampshire Zen  
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?
AVOID ZEN unless you like paying top money for a poor connection. all they seem interested in is ££££££
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Harrogate Zen  
Really good customer service, not the cheapest, but also not out there to cheat you with 12 month offers like the others.
Have been with Zen for 18 months now. Had a problem about 8 months in. I called up Zen (was answered quickly by a real person) and they organised for BT to come out and give me a new service for free. They did all the chasing for me!
I feel confident if I call Zen will answer my call and help me sort the problem. After years with the main suppliers this is like a breath of fresh air! Go Zen!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Haywards Heath Zen  
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.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    3 stars
Hereford Zen  
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 !
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
HIGH PEAK Zen  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Highlands Zen  
I joined Zen around 2013 since then the service has become diabolical.
The Tech support staff are morons who seem to read from flow charts, when you call due to lost connectivity to the Internet they blame YOUR equipment, router, Ethernet cable, micro filter, computer - its never their fault always yours and despite buying a new router, micro filters and Ethernet cables the last time, they still weren't happy, the first guy failed to diagnose an trunk outage in my area affecting many residents all on different providers. The second failed to walk me though setting up a new router I had to rush out and buy as the first guy insisted that my router, micro filter and Ethernet cable was likely the fault, then I was asked despite telling the second guy (all this in the same day) that I had had a stroke and heart attack and was struggling physically, to get down on the floor to struggle to unscrew a phone socket on the wall to get at a test socket - only to be told he advised me to unscrew the wrong one, so then I had to trace wiring to the feed socket in my garage on the other side of the house then he asked me to unscrew that one and try a phone in it, so had to go all the way back to the other side of the house to get the phone but no that wasn't enough I was asked to go and get my router so had to go back to the other side of the house to get that. struggled to plug the phone or router into a live test socket hanging off my garage wall and the second tech guy decides its an outage in the area as both phone lines and internet by this time are down so books an engineer, telling me that if I don't pay £120 to get a private Broadband engineer out to check my internal wiring I might be asked to pay BT £140 - £178 for the call out I was incensed.
Called out a Broadband specialist costing £120 this was on top of having to rush to a local computer store on the insistence of the first tech guy and spend £75.91 on a router, Ethernet cable and micro filters, the Broadband specialist asked the neighbours if they had any connectivity and they didn't after he had tested the internal wiring.
I called a PC repair guy out as it was suggested by the first Tech guy it may also be my computer, so that cost me a further £50 and all of this time I am losing income from booked in clients on the busiest night of my working week as I need the phone and internet to run my business.
The PC repair guy said he migrated away from Zen Internet as he found them a rip off and completely incompetent and he had had the same problems as me.
I phoned to lodge a complaint and a 3rd tech guy was smarmy and condescending, utterly rude and disrespectful, so I really did lose my temper by this time as he tried to justify the actions of the previous two tech guys, as if I was at fault.
I then demanded that a manager called me on Monday one between 11 am and 12 noon as I started work at 12 noon and at 12.54 pm on the Monday someone called Nick called claiming to be a manager - he was only their supervisor and he was equally obnoxious and unhelpful so I have asked for my complaint to be escalated above him, he refused to reimburse me for the costs I incurred from the Broadband specialist call out and PC repair man call out and only offered to pay for the router claiming that none of the tech guys recommended me calling out a Broadband specialist, but fact is I would never have l thought of doing that as I never knew they even existed until the 2nd tech guy suggested it, so they endlessly back their staff and have zero respect for their customers. The support is diabolical amateur and useless, no 24/7 tech support either yet I pay stupid money for this crap service - £67.67 per month for one phone line with broadband on and one without and no more than 5.85 mbps download speed and 0.84 mbps upload speed, diabolical customer service and they know I am self employed and if I am late paying a bill their Rottweiler in Billing spams me with nasty threatening emails with an insipid tone and they wonder why you lose your cool and tell them that you are far from happy with their service. Threaten to leave them and in a smarmy voice they rudely tell you you will never find as good a deal elsewhere, well I will do this time as I am done with X+Zen Internet they are a disgrace and should be closed down I am far from happy - my advice - steer well clear utter rip off utter rubbish and crap rude unpleasant experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Holmeswood, Rufford, Ormskirk Zen  
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!)
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Huddersfield Zen  
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.
A bit thank you Zen technical team.

Even the sales team are good
I asked them if I might upgrade to fibre and they said that, rather than take my money, they didn't think that the speed would be significatnly better so recommended that I didn't upgrade. I am not confident that many other broadband sales teams would say that.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Huntingdon Zen  

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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.

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