204 Customer Reviews over 6 pages
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- Location
- Southampton
- Reviewing
- Zen
- Date
- 2017-10-05
- Comments
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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..
- Location
-
- Location
- Blackpool
- Reviewing
- Zen
- Date
- 2022-01-29
- Comments
-
Moved to Zen 10 months ago from BT now get double the speed and no problems whatsoever. In 18 months with BT had 13 visits from openreach to try to achieve quoted speeds.
- Location
-
- Location
- Huddersfield
- Reviewing
- Zen
- Date
- 2019-08-05
- Comments
-
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
-
- Location
- London
- Reviewing
- Zen
- Date
- 2019-08-26
- Comments
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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.
- Location
-
- Location
- Brighton
- Reviewing
- Zen
- Date
- 2018-02-14
- Comments
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No other company comes close.
- Location
-
- Location
- S. Wales
- Reviewing
- Zen
- Date
- 2023-07-30
- Comments
-
since my recent change to 100mb and a new router, everything is hunky dory.
A few hiccups over the years, but still the best broadband provider of them all!
- Location
-
- Location
- Pevensey
- Reviewing
- Zen
- Date
- 2016-02-15
- Comments
-
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.
- Location
-
- Location
- STIRLING
- Reviewing
- Zen
- Date
- 2015-09-13
- Comments
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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.
- Location
-
- Location
- Spaxton
- Reviewing
- Zen
- Date
- 2019-02-21
- Comments
-
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!
- Location
-
- Location
- Bath
- Reviewing
- Zen
- Date
- 2020-07-29
- Comments
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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.
- Location
-
- Location
- Abbey Wood
- Reviewing
- Zen
- Date
- 2010-10-22
- Comments
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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
- Location
-
- Location
- Warrington
- Reviewing
- Zen
- Date
- 2023-02-14
- Comments
-
Long...long..ling time customer of Zen.
Always had outstanding service, amazing customer services dept.
They are a provider that requires a bit more 'tech savvy' user.
If nothing else, the reviews here are an excellent example of why some people shouldn't be on the net, or use Zen, go for a 'hand holding, money grabbing' provider instead!
Openreach are the core network provider for the UK..they AREN'T some sort of contractor for Zen.
Blaming Zen for core issues is the equivalent of Blaming Ford, Vauxhall, BMW for potholes, road lighting and roadworks, utter stupidity.
They have absolutely NO CONTROL over Openreach's behaviour.
If they worked in IT, they might actually grasp what it is like relying on a provider and their sub contractors.
Oh, and the engineer who calls ISN'T from Zen, they are from Openreach, and may even be a sub-contracing cable puller at that!
- Location
-
- Location
- Highlands
- Reviewing
- Zen
- Date
- 2019-10-09
- Comments
-
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
- South Warnborough
- Reviewing
- Zen
- Date
- 2017-12-12
- Comments
-
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!
- Location
-
- Location
- hailsham
- Reviewing
- Zen
- Date
- 2009-09-30
- Comments
-
excellent all round serice
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2021-06-26
- Comments
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Fantastic broadband connection. Extremely reliable. Low latency times, average of 8ms. Excellent speeds at all times - normally get ~70Mbps. The package estimate is 72-73Mbps.
Cannot fault at this point.
Haven't had to use customer service yet.
Initial sales calls = a bit slow to answer, but perfectly friendly.
- Location
-
- Location
- Keighley
- Reviewing
- Zen
- Date
- 2022-12-30
- Comments
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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
- Woking
- Reviewing
- Zen
- Date
- 2020-06-25
- Comments
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Ben with Zen for years and I will never leave them as long as they carry on as they are. Great and personal service
- Location
-
- Location
- Telford
- Reviewing
- Zen
- Date
- 2023-02-18
- Comments
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I've been with Zen for two years after three years with Virgin Media.
The Zen help desk is very good. They answered my calls in around ten minutes, and then I got someone based up north to answer my queries in a very friendly manner. Very different to some other providers.
They also provide an excellent router (Fritzbox £255 on Amazon) that has never failed to provide my WiFi all around the home. I have also plugged a hard drive into it, giving me a single-drive NAS.
My WiFi was constantly dropping out with Virgin Media (cable supply, too), which I understand was mainly due to them supplying inferior routers.
My town is about to get superfast broadband, and I'm hoping Zen will be a provider.
I've been on the internet for decades, with many different providers, some now long gone. I have to say, although not perfect - is there such a provider? - Zen is the best I have had.
- 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
-
- Location
- Knaresborough
- Reviewing
- Zen
- Date
- 2018-08-26
- Comments
-
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.
- Location
-
- Location
- Anglia
- Reviewing
- Zen
- Date
- 2012-04-06
- Comments
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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!
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2018-07-18
- Comments
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Most of the time reviews you read on the internet are the result of someone's ire causing them to try to find a way to pay back the harm that a company has caused. But I, personally, can't speak highly enough of the peace of mind these guys give me whenever I call them.
From set-up to moving house to cancellation and renewal of contracts, every time I've had an issue with them, I've given them a call to be answered by a lovely Northerner within 3 minutes, and had all my concerns put aside.
Speeds have been a pretty constant 6-7MB/s download for a year now, with only a week here and a week there of wobbly slow-down that was always corrected.
In a 2 person-household the prices are roughly £25/month each for their top-tier speeds, but given the reliability and the actual customer service, it's worth the extra spend compared to someone like Virgin with their constant drop-outs, throttling, and customer service outsourcing.
- Location
-
- 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
- Walsall
- Reviewing
- Zen
- Date
- 2017-09-20
- Comments
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Strange how the reviews are either fantastic or dire! We moved from Talk Talk because they positively lied to us about the reasons for our poor speeds and intermittent availability. Zen took over the line and with some great support from their call centre have resolved the intermittency issues and stabilized the speed at a quite acceptable 6Mb (we are not on fibre). We have found the support to be first rate, the information given to be realistic and honest and the solutions practical. They don't provide a great deal of whistles and bells but do provide solid service. Our opinion is that they do deserve their position as one of the better suppliers certainly after our experience of some of the others in the market.
- Location
-
- Location
- Ash
- Reviewing
- Zen
- Date
- 2019-05-27
- Comments
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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??
- Location
-
- Location
- Milton Keynes
- Reviewing
- Zen
- Date
- 2022-01-27
- Comments
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Have been with Zen many years and yes they provide a reasonable hassle-free internet and telephone service but I have never understood the applause they receive for support. For the few times I, and friends who I have recommended Zen to, have spoken to Zen I generally find that they barely helpful usually falling back on 'that's the way it is!'. But my biggest problem with them is that the email service they provide is barely fit for purpose.
If your inbox should fill up you get no warning just a cryptic message when trying to send 'could not connect to SMPT host ... We don't want any mail from you. Goodbye.' Very professional. If you then try to access your inbox through webmail to have a clearout there is no response so you cannot do anything about it. You might then contact support who can only offer to delete your whole account and start again. Most professional. So yes I still recommend Zen as probably the best supplier due to various issues with the others but I do not recommend relying on their email service especially if it is vital to your needs.
- Location
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- Location
- Dorset
- Reviewing
- Zen
- Date
- 2022-07-23
- Comments
-
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
- 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
- Grange over sands
- Reviewing
- Zen
- Date
- 2018-09-19
- Comments
-
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
- Manchester
- Reviewing
- Zen
- Date
- 2021-09-06
- Comments
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I used to think Zen were excellent but having tried to cancel my service have found that their previous excellent customer care is no longer up to the same standard.
They are slow to reply to emails and things get dragged out. I initially contacted them about cancellation around a month ago and I'm still not sure if they've cancelled despite numerous emails and messages over Facebook and their contact form.
I don't think they're the company they once were which is a real shame.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2021-09-10
- Comments
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They've taken over two months and have still failed to hookup the fibre cable that was already in my property. I have been lied to about earlier engineer visits every time I've phoned them. I simply cannot believe how incompetent they have been.
- Location
-
- 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
- Bournemouth
- Reviewing
- Zen
- Date
- 2021-08-20
- Comments
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They are the interface between myself and Openreach. I have had a fault since 13th July 2021 and FIVE Openreach visits have failed to eradicate the fault (let alone isolate the reason). The fault symptoms are starting to appear again. I understand that ZEN rely on Openreach, but equally, I understand that it is their obligation to liaise with Openreach. So. My serice is crap, but I cannot move ISP because the infrastructure will still be the same. I cannot move to FTTH because it isn't available here (wouldn't give VM the time of day !!!). So. I am stuck with an ISP who cannot sort the problem, and are resting on the laurels of the WHICH accolades.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2018-03-07
- Comments
-
You don’t get what you pay for.l with Zen I don’t believe.
The old adage that you get what you pay for is just not true any more in my experience.
Zen used to offer superior customer service. And I can’t even figure out if that is true, or had ever been true.
Is it case that Zen started out when everyone else was terrible and they appeared good relative to the rubbish competition at the time?
Whichever it is, they are now so far behind the competition.
I have had excellent experiences with some of the big providers who provide decent routers, fantastic customer service and want to keep your business through good pricing and a professional customer service.
Call Zen today and you are met with arrogant technical support. And you are always met with Zen’s favourite one-liner “have you got another router”.
After 13+ years with them it’s time for me to leave.
If I were to meet anyone considering Zen I’d tell them to save a shed load of money. Cancel your BT line and move to one of the big providers that have fantastic offers that include line rental.
Pound for pound the service of other providers is way above Zen and their supposed superior customer service.
It just isn’t true any more from what have experienced and it’s taken me several years of giving them he benefit of the doubt to final realise it’s them, not me!
- Location
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- Location
- Lytham St Annes
- Reviewing
- Zen
- Date
- 2022-11-18
- Comments
-
I have been a customer of Zen for 15 years at my previous address and was reasonably satisfied with their service and prepared to pay their premium charges. Two months ago I moved house and upgraded to Full Fibre Broadband and Digital Voice and it has been a total nightmare ever since. Delays in getting the service installed and digital voice service not ordered until after the full fibre had been installed so I was without a home phone for weeks . The digital voice didn't work properly for a couple of weeks after installation. Every time I ring Zen with a problem I am told a different tale. Sometimes I speak to someone who knows what they are doing but others seem to be making it up as they go along. Endless problems trying to log in to my customer portal (account) and keep getting locked out though I know I have entered correct username and password so have to keep resetting a new password. Also having problems with accounts department trying to overcharge me and they do not bother to reply to my emails.
I am BITTERLY sorry I remained loyal to Zen, what a useless shower of a company. I am tied in for 18 months with them but they won't see me for dust once my contract is up
- Location
-
- Location
- Leamington Spa
- Reviewing
- Zen
- Date
- 2020-07-07
- Comments
-
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".
- Location
-
- Location
- Harpenden
- Reviewing
- Zen
- Date
- 2022-01-21
- Comments
-
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
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2019-02-15
- Comments
-
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
-
- Location
- London
- Reviewing
- Zen
- Date
- 2018-05-29
- Comments
-
I came to Zen on the advice of a colleague, and for about two years, they were brilliant. Over the past six months, the connection is dropping every two days - sometimes more often. When I ring their support line, I have to listen to their equivalent of 'have you tried switching it off and on again?'.
Then they go through the big list of 'troubleshooting' that I need to try - most of it designed to kill time so that either the connection comes back up or else the customer gets bored and waits for the connection to come back up.
And then when you complain, the response is 'broadband isn't a guaranteed service'. Is there any other commercial service where we'd accept this cr*p? How about I say that my payments aren't guaranteed? How quickly do you think the service would be cut off?
Utter rubbish.
- 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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