Zen Broadband Reviews

ZERO stars would be a more apt rating for this utterly diabolical company who offer diabolical tech support, endlessly send threatening emails if you are late paying your extortionate bill which is for a service totally unfit for purpose, useless tech support, I think these guys read from flow charts, they are a bunch of cowboys and amateurs, they blame your equipment to cover up for their total incompetence, endless price hikes, service got worse by the month, hideously slow speeds, and to top it all I complained and was brutally insulted by email by their top guy who was as vile and obnoxious as the bullying billing staff and arrogant amateur tech guys, I was glad to escape them I had 7 years of help with them and ID net who resell for them are just as bad.
My advice - steer well clear they are diabolical and thanks to them I almost lost my home and business, I lose lots of money and clients because of these cowboys, endless outages bad phone lines, cannot say a good word about them sorry. Bad company, bad staff, bad service and all for a huge extortionate price. I paid £67.50 per month for a useless flakey outage ridden ADSL broadband and two landlines. They still wanted more but I left as they are not worth a carrot let alone hard earned cash.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I was with Zen internet for a couple of years after hearing they were really good (and reading many good reviews. Unfortunately their so called great customer service was a real let down. A few years ago some work was badly done where the phone/internet lines come into the house and we started having problems with the internet. No matter how many times I called and explained this to Zen they refused to contact BT to send an engineer. So I changed to Virgin. We also had similar problems so I call then and they sent an engineer and a network team to the street two days later. It got fixed! I highly recommend Virgin, they actually give a damn about their customers. P.S: I pay a lot less now with Virgin too and my wifi now is constantly at 80+mbps

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

After using other ISPs I have now been with Zen for a few years and have no intention of switching. I have always found them reliable, easy to contact, helpful and with very professional customer support. They are now very competitively priced.

Just as an example, I wanted to introduce a wireless mesh network into my old rambling house. The Fritz!box routers supplied by Zen are already mesh enabled and they offer an "EveryRoom" mesh service for a small extra cost each month with a 2-year contract period. This includes supply of a Fritz! Repeater 3000. At the same time I decided to upgrade to their newer and more capable Fritz!Box 7530 router at a much discounted price. This then allowed me to use the old Fritz!Box 3490 as a further mesh repeater.

Notwithstanding the Cov19 lockdown, I received both new items the next morning and very quickly had the new mesh network up and running using the Fritz! WLAN App. I have a FTTC landline, and with the new Fritz!Box router and repeaters have a consistent 15% increase in download speed with greatly extended range including a garden studio 25 metres from the house and in a garage 40 metres from the nearest repeater. Nor have I experienced any service interruptions over the month since installation.

I rate Zen as excellent and by far the best service provider I have used. The new Fritz!Box mesh network is a doddle to set up, very capable and delivers top-notch performance.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Customer service is worse than useless.
They don’t call back when they say they will.
When you talk to technical support you get someone different each time, and they go through the same routine as the previous call, so there is no progression on rectifying the defect.
Very poor service and not worth the money.

Overall it is average. Never got the advertised broadband speed. Usually fluctuates between 25-30mbps, while my neighbors are getting at least 48-50mbps.

The router is not the best. In a small 2 bed flat, even when the router is right in the middle, still does not provide good coverage to the edges of the flat.

Customer service was subpar. People are great and very helpful but the waiting time is horrible. I called them once and had to wait for hours to reach out to someone. I think they have only a handful of people.

To be fair, never lost connection. It was always there, even through the pandemic. That's a plus.

• Satisfaction
  3 stars
• Customer Service
  3 stars
• Speed
  3 stars
• Reliability
  3 stars

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".

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  4 stars

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

Ben with Zen for years and I will never leave them as long as they carry on as they are. Great and personal service

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  4 stars

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star