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
    4.4 stars
  • Customer Service
    4.5 stars
  • Speed
    4 stars
  • Reliability
    4.3 stars

Based on 270 customer ratings since 2019-05-27 (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.

115 Customer Reviews for Zen

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Reviewer Location Reviewing Date Ratings
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  
Amazing!!! We live on a hillside & have always struggled with broadband speed. Tried BT, Plusnet, TalkTalk, back to BT etc. It's been a total nightmare for the last 5 years, until we switched to Zen. Previous max speed has not gone above 2 megabytes. It's been impossible to watch Iplayer without major buffering issues, constantly had to call out the engineers. With Zen, we get between 11 - 12 megs & it's like being in a new, modern world!!! HWe've had Zen for about 2 months now & not had one single problem - ever! I really cannot recommend them highly enough - I guess it must be down to the amazing router they supply.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rossendale 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 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  
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!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leeds Zen  
Been with them for last 6 months . service is top notch . never had any downtime and speeds are constant even during peak times . Customer service is spot on . no complains here .
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Luton Zen  
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.

I've been using Zen for 2 years and NEVER had a problem. Speeds are fast, but most importantly for me, the line has never dropped as I rely on it for work. It's not the cheapest, but it is certainly the best.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Inkberrow 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  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Zen  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
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  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Zen  
I have been a Virgin Media customer for broadband for nearly 10 years, and a BT customer for landline for 35 years. Both are expensive, and the wireless performance of Virgin's 'Super-Hub 3' router, is anything but super. Virgin refused to accede to my request for a reduction in their latest annual "much-more-than-inflation" price increase, so I began to look for an alternative, and mentioned it to various friends. To my surprise, Zen, a 'local' (NW England) firm was very highly recommended by two friends - particularly in respect of service quality. I did some research, top-notch service being my my highest priority, followed by price. I must admit that Virgin have been pretty good at service, but the reviews of Zen are outstanding. When I used Zen's website to find out how much a combined landline/broadband contact would be, I found to my amazement that I would save £25 per month in the first year and £18 in the second year. Virgin had regularly offered to provide me with a dual service, but this would have meant another cable coming into my house, which I didn't want. Being a retired IT person, I phoned Zen's Technical Dept. to ask them various questions, and was impressed by the replies I received - technically savvy, polite, friendly and quick. My Virgin cable broadband achieved 90Mb/sec download speeds on speed-check apps, but I never got anywhere near this in real life - obviously the speed of routers which are negotiated in getting data to me can adversely affect everyday speeds. By switching to Zen Fibre, I now get 40MB/sec, and HAVE NOT NOTICED ANY PRACTICAL DIFFERENCE from Virgin in day-to-day use. The Zen router's wi-fi is in an entirely different league to Virgin's - I can now stream to my TV without any problems. The Zen router (a Fritz!Box) arrived when promised and is pre-set - all I had to do was plug it in, connect the leads and everything worked first time with no problems. My landline has just swapped to Zen - again, no problems at all. It will take a few weeks to get the BT and Virgin DD's sorted, with refunds and so-on, but I am relaxed about that. So, this long review is, intentionally, just about as positive as I can make it.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Preston, Lancs 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  
Moved to Zen from BT and it's like night and day. Consistently high speeds (in the region of 60mbps + at the router) and very few drop outs. I have used support because there was an issue with our router which turned out to be because it was too close to the smart meter. Support was great, quick and based in the UK. What's not to like?
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Marlow 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  
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  
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  
Really happy with the consistency of the speeds and customer support. No long waits during customer service call . You are actually getting what you are paying for, unlike, other broadband companies around .

No load management which means your speeds WILL NOT be slowed down during peak times . and i am loving it.

Keep it up Zen .
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Luton 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  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Kent Zen  
Top marks, excellent provider the fibre works anytime of the day and always at top speed the router is the best I’ve had more powerful than some very expensive purchases.
One happy customers
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Woodham Ferrers Zen  
Hi, Needed to upgrade my current broadband to Fibre to the Premises (FTTP) and was unable to do so with my current provider. Was limited to who I could switch to , but having used Zen Internet in the past, this seemed an easy decision. (Sorry BT you are still more expensive!)

Called Zen sales team on 29-May, decided on the package & within one week BT OpenReach had installed new fibre line to my property and I am now using Zen's supplied Fritz!Box router and getting 69Mbs download/ 18Mbs upload. Very happy customer!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Truro Zen  
Best ISP out there!

Constantly hearing reports of BT outages on the estate - Zen has never once failed.
Customer support is second to none - don't waste your time looking around, Zen are THE dudes!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Milton Keynes 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  
over the years i have had all sorts of different broadband packages, Zen is by far the best, the customer service is second to none and the speeds are exactly what they told me they would be, personally i am very happy with the full service that i am getting from Zen.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
oldham Zen  
THE best telecoms company I have ever used! Customer service is excellent ... you get through to somebody straight away; a person that you can understand and who gives you their full name, not a made up one they can hide behind when things go wrong! If BT, SKY, Plusnet etc cared at all about their customers they would do copy what ZEN do.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Scarborough Zen  
I have been with Zen for 9 months now, it has been a solid , reliable connection (fibre 2) running at speeds that are quicker than my former BT broadband.
I have used the customer services twice and both time they have come up trumps(faulty cable and a router reset that went wrong), its good to get a uk call centre that answers the phone quickly!
The changeover from BT went supersmooth. These are not the cheapest ISP I have had but to date they have been the best..
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southampton 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  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Zen  
No other company comes close.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brighton Zen  
I moved to Zen from Talk Talk two weeks ago & am very satisfied. I moved with an existing fault which Talk Talk had failed to fix & Zen immediately got it sorted (it was a line fault & Talk Talk do everything possible to avoid involving Openreach, whereas Zen had Openreach onto it immediately). Zen's customer service is very impressive with technical problems being dealt with by people who listen & make an informed judgement on how to proceed. Migration was simple - just switched the new router on & within a couple of minutes I was up & running. Nothing bad to say about Zen at all.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Pevensey Zen  
I've been with ZEN for almost a year and am very pleased with their service, in all departments.I switched to fibre nine months ago, the transition was made very easy by their knowledgeable technical staff (UK based). Zen are my sixth ISP, over 15 years, and I really cannot see me ever needing to change again. Fast and very reliable with great support, if you ever need it.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
STIRLING Zen  
We moved to ZEN,after trying AOL,Tiscali,TalkTalk(The worst ISP!),and
Plusnet(BT Group!).
I have been checking review sites for years,to try to find a decent ISP provider,and recently deceided to go to ZEN,as Plusnet contract had finished.
Plusnet are always telling you how great they are yet they forget to tell you they are a BT Group company!
I contacted BT years back,to say that I will never ever go to BT again,and then joined Plusnet,and found out they are BT!
I signed-up for up to 66MBs,yet only got 40MBs,so got them to reduce bill.
Service has gone down numerous times,and their customer service is up and down.
Compare this to ZEN,which gave me a speed of 77MBs,and 19MBs upload,before I signed-up,and I get it!!!
Their customer service has been awesome both times,and they have been really quick to answer,as well as efficient.
The first time,I rang after I had connected up to their service,to get the dodgy Wi-Fi deactivated,as I use cables,and the second to add a service.
Both time's they were very friendly,and actually knew what they were doing,too!
We have had no issues,and speed has been 100% reliable,too.
They have been by far the best ISP,and
they are providing the service,we want.
They are more expensive,but I don't put cost first!
Life is about choices,and I drive a V8
American car,and eat organic,too!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Spaxton Zen  
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  
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  
Been with Zen off and on for many years in various houses and the service is very stable compared to when BT provided it. I've not had to contact Zen for a while but when I have they have resolved any issues very quickly. Costs more than the cheaper bundles but you get what you pay for. Keep it up Zen!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Warnborough Zen  
excellent all round serice
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
hailsham 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  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Knaresborough 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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