204 Customer Reviews over 6 pages
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- Location
- Dorset
- Reviewing
- Zen
- Date
- 2022-07-23
- Comments
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Used to be good but are becoming unreliable and broadband has slowed. Never been able to fix my broadband properly as after all it's just open reach and not zen, and zen support seems to have failed. I'm gone.
- Location
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- Location
- East London
- Reviewing
- Zen
- Date
- 2017-11-25
- Comments
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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 :(
- Location
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- Location
- East Midlands
- Reviewing
- Zen
- Date
- 2018-07-30
- Comments
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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.
- Location
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- Location
- Eastleigh
- Reviewing
- Zen
- Date
- 2018-03-05
- Comments
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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.
- Location
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- Location
- Edinburgh
- Reviewing
- Zen
- Date
- 2023-07-04
- Comments
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Excellent customer service. You always get to speak to a real person with no language barriers. Technicians are knowledgeable, considerate and very helpful, They phone back when they say they will.
- Location
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- Location
- Edinburgh
- Reviewing
- Zen
- Date
- 2019-02-14
- Comments
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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
- Location
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- Location
- Essex
- Reviewing
- Zen
- Date
- 2019-09-24
- Comments
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Signed up for broadband and line rental, got the line rental but broadband was never connected.
- Location
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- Location
- Essex
- Reviewing
- Zen
- Date
- 2016-01-06
- Comments
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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.
- Location
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- Location
- Farnham, Bishops Stortford Herts
- Reviewing
- Zen
- Date
- 2022-05-19
- Comments
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We needed to move our incoming line and the necessary rewiring. From start to finish everything was efficient, friendly and reassuring. Everything on time and to time.
Great job all round - what I have come to expect from Zen - it’s not surprising the company tops just about every review and comparison. I am totally mystified when I read some of the negative comments.
Please feel free to use my comments as you wish.
- Location
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- Location
- Freeland
- Reviewing
- Zen
- Date
- 2021-06-25
- Comments
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An engineer went above and beyond to help me get connected. There was a mix up originally as I was moving into a new build and I was told it could be installed remotely so the installation date was prior to my moving date but that didn't matter. The engineer did what he could without visiting the property and talked me through what to do when I actually moved in. He also tried to re-arrange his schedules to ensure I was dealt with as priority. Very pleased with his efforts to help me
- Location
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- Location
- Glasgow
- Reviewing
- Zen
- Date
- 2021-11-29
- Comments
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Really don't understand how this provider is recommended - we have had an awful time . Internet doesn't reach ground floor despite using Zen every room. Internet keeps dropping off in the middle of a movie. Have called technical support several times and nothing helps. Even went to the expense of buying an additional Orbi router and still unsatisfactory. Don't use Zen !!!
- Location
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- Location
- Glasgow
- Reviewing
- Zen
- Date
- 2015-12-21
- Comments
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Great service. Extremely easy setup. Faster downloads speeds(double that of BT) and based in the UK. Happy customer.
- Location
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- Location
- Glasgow
- Reviewing
- Zen
- Date
- 2024-01-17
- Comments
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Shocking experience ive had so far with zen broadband. First off watch yourself with there “cooling off period” chances are you wont receive the product live and ready to use until day 15, now what they are doing is holding customers ransom regardless of how good or bad there connection is. Like all other providers they start the 14 day cooling off when your services go LIVE so beware off these scammers. I was told i would get a 10/15 ping connection from glasgow to london, turned out to be 22, i then try connect to servers in glasgow which is 12 miles from me and get a 27 ping connection. Absolute rotten company.
- Location
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- Location
- Grange over sands
- Reviewing
- Zen
- Date
- 2018-09-19
- Comments
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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.
- Location
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- Location
- Grays
- Reviewing
- Zen
- Date
- 2022-05-22
- Comments
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Arranged with Zen to move to full fibre. Engineer was supposed to turn up in the morning but no show. Telephoned Zen to be told it was not their fault but Open reach. The women failed to accept it was Zen’s responsibility to manage its suppliers. My wife took to twitter and a more competent and customer focused person arranged for an engineer to attend in the afternoon. After the installation we had no internet. Contacted Zen to be fobbed off with “it could take until midnight”. Next morning still no internet. My wife cOntacted Zen yet again and spent over ninety minutes on the phone before the issue was resolved. One good employee does not cancel two poor, useless ones. Zen needs to clear out the rot asap. If we had encountered the bad ones when we were renewing we would not stayed with them. We still have no VOIP as this has not yet been processed.
- Location
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- Location
- Grayson
- Reviewing
- Zen
- Date
- 2021-05-28
- Comments
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We have changed to zen wish we had done so earlier the whole process was straight forward.
We were fed up with virgin media sky high prices
And their broad band which kept dropping out.
We are very pleased with zen brilliant customer services as well.
- Location
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- Location
- Greater Manchester
- Reviewing
- Zen
- Date
- 2019-02-19
- Comments
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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.
- Location
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- Location
- Greenwich
- Reviewing
- Zen
- Date
- 2020-07-20
- Comments
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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.
- Location
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- Location
- Guildford
- Reviewing
- Zen
- Date
- 2022-06-21
- Comments
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I had using Zen for 4 months and I have to move my apartment due unexpected problem (Issue with landlord). I trying to move with zen but zen have to charge me for 1 year cancelling fee!!!
No to mention the zen is slow. I could get faster in this price!
How Zen is recommended by Which?
My recommendation is to not use Zen. Avoid them
- Location
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- Location
- hailsham
- Reviewing
- Zen
- Date
- 2009-09-30
- Comments
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excellent all round serice
- Location
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- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2020-10-10
- Comments
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I came to Zen on the basis of other reviews and they have not let me down. The only problem I've had was with the faceplate on the master socket and this was dealt with efficiently. Despite COVID 19 delay warnings my call was answered within seconds. I have been with Zen for over a year and I would highly recommend them
- Location
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- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2017-01-10
- Comments
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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.
- Location
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- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2022-05-04
- Comments
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I moved house and realised that I could get a faster, cheaper service in my area. I tried to cancel my zen internet. Even though the service hadn't gone live yet, I was told they'd signed me up to a new contract without telling me and now have to wait 12 months to leave. Thoroughly unimpressed with the customer service.
- Location
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- Location
- Harpenden
- Reviewing
- Zen
- Date
- 2022-01-21
- Comments
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Called today to cancel my broadband and pay any charges owing - done by card over the phone. Thought this was all done and dusted until I received three emails from Zen with three different cancellation dates on them, one of which is now demanding more money. Which one is correct and why are you now asking for more money? Really poor.
- Location
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- Location
- Harrogate
- Reviewing
- Zen
- Date
- 2018-12-20
- Comments
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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 ££££££
- Location
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- Location
- hastings
- Reviewing
- Zen
- Date
- 2022-01-10
- Comments
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i was with zen till may last year (2021) but they made me so mad i never left a review till now as i am not so raw but others need to no and zen needs to see this and learn from it but basicly if you have a fualt and openrech keep telling wrong info and you keep calling to complane they ask you to leve and almost blam you when if they look at openrech notes they would see inconsistencies from openrech one openrech man finds something external ment to have fixed it then next one finds nothing wrong then next one finds something alse outside yet againe how is that custermers fault also a openrech guy told me it was down to my isp to ask to swap from eci dslam to huawei witch zen pushed back at me and said they have no control over openrech (witch i agreed with) after looking up on googel how openrech worked however why did zen not push back at openrech and ask why there custermer was told this i mean how would a custmer even know what a dslam is and makes of them if they'ed not been told by there engineer come on but hey i moved on and my new isp got openrech to do there job by pushing back at openrech not me !!! oh and the blocked my mobile phone nubmer and that was when i was still with them yet i was never rude to them at all
- Location
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- Location
- Haywards Heath
- Reviewing
- Zen
- Date
- 2019-04-22
- Comments
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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!
- Location
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- Location
- Hereford
- Reviewing
- Zen
- Date
- 2010-01-30
- Comments
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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.
- Location
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- Location
- Hertfordshire
- Reviewing
- Zen
- Date
- 2020-11-10
- Comments
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I 10 months later and I am still awaiting our business ethernet connection from Zen. It is a hopeless experience. They cannot get a grip of my order and deliver the service to save their lives, always blaming Openreach and forgetting that I am their customer who has paid them for a leased line. My business is especially suffering during the lockdown by the lack of connectivity to/from our office.
If you are a business customer, I strongly suggest steering well clear of Zen.
- Location
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- Location
- Hertfordshire
- Reviewing
- Zen
- Date
- 2022-01-07
- Comments
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Zen used to be the best in the market but for some reason I've had repeated problems over the last year (2021) with both speed and connectivity with FTTC and Ethernet products. Home broadband FTTC is currently down and fibre ethernet at work has had repeated bandwidth and latency issues. It's a shame as their customer support is good but with failing products it can't be much fun working at Zen these days.
- Location
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- Location
- HIGH PEAK
- Reviewing
- Zen
- Date
- 2020-01-28
- Comments
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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 !
- Location
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- Location
- Highlands
- Reviewing
- Zen
- Date
- 2019-10-09
- Comments
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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.
- Location
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- Location
- Holmeswood, Rufford, Ormskirk
- Reviewing
- Zen
- Date
- 2018-07-09
- Comments
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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.
- Location
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- Location
- Huddersfield
- Reviewing
- Zen
- Date
- 2019-08-05
- Comments
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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!)
- Location
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- Location
- Huntingdon
- Reviewing
- Zen
- Date
- 2018-04-24
- Comments
-
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.
- Location
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- Location
- Inkberrow
- Reviewing
- Zen
- Date
- 2019-06-14
- Comments
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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.
- Location
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- Location
- Ipswich
- Reviewing
- Zen
- Date
- 2021-08-20
- Comments
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I have been a Zen Internet customer since 2004 and never had reason to doubt or complain. However, I recently switched over to the Fibre 900+ service after being informed it was now available. In short, it is not and Zen have not kept me updated on when it is likely the Fibre 900+ service will resume. I used to think this ISP were the best but now I'm not so sure!
- Location
-
- Location
- Ipswich
- Reviewing
- Zen
- Date
- 2021-03-16
- Comments
-
Simply put this is the worst broadband provider in the UK.
My internet stopped working, so i called the technical support team. There advice was, "try turning it off and on again." Then they said I'd need to agree to be liable pay up to £160 for an engineer to come to my house. When I didn't agree they told me I needed to speak to their loyalty team, the loyalty team then told me I needed to speak to their technical team.
I've been without internet for 5 days, and their complaints policy states that a team leader will contact you within 2 hours, and that a department manager will contact you within 1 day, yet i've had contact from neither.
- Location
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- Location
- Keighley
- Reviewing
- Zen
- Date
- 2022-12-30
- Comments
-
Used to be with BT it is no comparison to Zen
BT need to learn how to do it from Zen
Your customer service is second to non fantastic.
Thank you for make not my life easier and providing me with a fab service
- Location
-
- Location
- Kent
- Reviewing
- Zen
- Date
- 2016-04-30
- Comments
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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.
- 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.
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