204 Customer Reviews over 6 pages
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- Location
- Towcester
- Reviewing
- Zen
- Date
- 2023-12-18
- Comments
-
Worst broadband provider ever never contact the customers and never deal with the broadband problems never give you and let you know when the cooling off period starts and finishes Helen from cancelation has a rule to her self and makes you stop with zen
- 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
- Towcester
- Reviewing
- Zen
- Date
- 2023-12-16
- Comments
-
Avoid them as they don't reply to emails,
Only work Monday to Friday 9 to 5pm in the call centre don't recommend them to anyone and when I've spoke to people they have said there dreadful in the service ,
The only way to get through to them is Send letters in the post as they have to read them as they can't avoid the postage letter,
There holding me to cancellation fees when I'm in my cooling off period of £613.13 of which I refuse to pay
- Location
-
- Location
- Southampton
- Reviewing
- Zen
- Date
- 2017-10-05
- Comments
-
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
- Mortlake
- Reviewing
- Zen
- Date
- 2019-02-19
- Comments
-
My BT Broadband and Landline contract was due to end 22/2/19 and having done some online research I felt that it might be time to try a new provider. Having looked at a number of different reviews, Zen seemed to be an attractive option with excellent reviews for speed, service, support etc
The timeline is as follows:-
10/2/19 Contacted BT to confirm end of policy for 22/2/19
10/1/19 Contacted Zen to order Broadband / Landline package with a planned activation date of 22/2/19 (correct date)
11/1/19 Received email from Zen confirming activation date of 25/1/19!!! Contacted Zen to change date to agreed 22/2/19. Was informed that they would check recorded phone conversation to clarify
21/1/19 Received Zen Hub from DPD group
8/2/19 Received email conforming activation date of 22/219 (correct date)
8/2/19 Received email containing username and password for hub
8/2/19 Received letter from BT confirming 22/2/19 as leave/transfer date
19/2 11:24 Received email from Joel explaining that landline transfer rejected
19/2 12:15 Received email confirming landline transfer
19/2 13:30 Received email that activation will occur 5/3/19!!!
Having given Zen 6 weeks to organise a simple transfer of landline and broadband they have failed.
Following the last email I spoke with a representative who explained that there was an issue with this case. I took my dog for a walk, pondered the situation and decided that the service and support so far had raised a number of alarm bells and I rang back to discuss the case with the same person. After ringing your number and going through the options (of leaving Zen etc) I then was then kept waiting for 30 mins before I could get through (see enclosed picture)
I did read a reply to one of your complaints that you offer a call back facility, unfortunately this is not true and while i was holding on for 30 mins this was never offered…..only a 'please hold all our team are busy’.
It takes years to build a good reputation and they have ruined theirs in less than 6 weeks.
Avoid
- Location
-
- Location
- hastings
- Reviewing
- Zen
- Date
- 2022-01-10
- Comments
-
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
-
- Location
- London
- Reviewing
- Zen
- Date
- 2018-12-05
- Comments
-
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.
- Location
-
- Location
- UK
- Reviewing
- Zen
- Date
- 2019-03-20
- Comments
-
Expensive, slow speeds, poor customer service, very dated web interface.
Was told Fibre wasn't available when moving house and they put me onto a broadband contract for 1 year. After checking sometime after Fibre is available but through other providers.
Rather than roll my contract over when moving house they started new contract locking me into it.
My new Broadband connection was under 2mb download most evenings. I was promised 20mb. Worked with tech support for almost a month and did not find a solution.Gave up.
The web portal for managing your services and account is extremely dated.
Rude customer service on phone. On one occasion the lady ended up saying "I cant help you mate".
They advertise themselves as putting customers first but clearly this isnt the case anymore. Avoid.
- Location
-
- Location
- Sheffield
- Reviewing
- Zen
- Date
- 2020-08-20
- Comments
-
Went to Zen after another well-known supplier kept raising their prices. We joined something called 'The Big Switch' (which has transitioned into 'Look After My Bills'). As part of that they put out a collective bargaining and offered a great deal with Zen. Had never heard of them at the time, so asked my friends on Facebook and got positive feedback. Not long into the contract the speed dropped and it's been terrible ever since - I often hotspot my phone and use 4G as it's better!
The router looks like something out of the 90s, and although located in the front room reaches the loft room ok, although the back bedrooms can be intermittent.
I filled out a survey about the poor speed and Zen proactively contacted me, to their credit. Since then, however, I just get passed from person to person. If don't respond to their emails within a day I get hounded by the technical staff, yet they take best part of a week to respond to mine. They claim to phone and leave messages, yet this has only happened once - today the same, yet my phone has been beside me and not rung all day! To rectify the 'fault' (which one person tells me is external to my property, another tells me it's on my property) I have to agree to 'potential charges' when I've been paying for over a year for substandard broadband. My advice? Avoid these and go with a larger reputable company that has the 'Oomph' to get things done when they need doing.
- Location
-
- Location
- Milton Keynes
- Reviewing
- Zen
- Date
- 2022-01-27
- Comments
-
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
-
- Location
- Birmingham
- Reviewing
- Zen
- Date
- 2017-07-04
- Comments
-
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.
- Location
-
- Location
- mid west wales
- Reviewing
- Zen
- Date
- 2018-08-08
- Comments
-
For myself its always the customer service that counts, lets face it all of the ISP's apart from Virgin use BT lines.
I have found out via a Subject Access Request that the staff have been lying to myself about not already having the account details on the screen in front of them, as they have been making entries on my account notes despite claiming that they have no access to the account until I answer the questions - which by-the-way do not provide security which I think according to the GDPR and the ICO they are supposed to do. The questions that are asked are mainly common knowledge questions, questions whose answers are in the public domain - I am sure that my landlord and his son know where I live, what my name is, and have a telephone.
I would say that if one can write entries on the account notes and the account notes are part of the account, then access to the account is enabled.
Also, if they do not know who they are speaking with over the telephone, its amazing how they are able to pin-point the correct account to write the entries on - every-time.
I also noticed that the notes were inaccurate, and appeared to be written with the intent of keeping the call centre staff's job at the expense of the customers reputation ie he did this, he did that, but I was great - this type of thing.
Last week I had five of their representatives/agents slam the telephone down on myself, while I was telling them why I was calling. Five calls on the trot. Which is when I sent an email.
I have given them sometime to answer my email to them, I have not heard a even a peep, so now I have come here to report it - so to speak.
- 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
- Oxfordshire
- Reviewing
- Zen
- Date
- 2023-02-22
- Comments
-
Never really have to give it a thought and that's what you want from your ISP surely?
I WFH all week and it is ultra reliable, never have any issues and get 73mb/s with mt FTTC product.
- Location
-
- Location
- Southend on Sea
- Reviewing
- Zen
- Date
- 2018-06-09
- Comments
-
What a waste of time this provider has proven to be.
Alright they phone back when you report a problem but at the end of the day I still have an unreliable connection- Avoid at all costs.
- Location
-
- Location
- oldham
- Reviewing
- Zen
- Date
- 2012-04-17
- Comments
-
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.
- Location
-
- Location
- Eastleigh
- Reviewing
- Zen
- Date
- 2018-03-05
- Comments
-
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
-
- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2020-10-10
- Comments
-
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
-
- Location
- HIGH PEAK
- Reviewing
- Zen
- Date
- 2020-01-28
- Comments
-
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
-
- Location
- Southampton
- Reviewing
- Zen
- Date
- 2018-03-22
- Comments
-
We have been with Zen for many years and they used to be very good. For the last 12 months the service has been useless and almost unusable.
Speed test today: 1.23 Mbps download, and 0.36 Mbps upload.
- Location
-
- Location
- Walsall
- Reviewing
- Zen
- Date
- 2017-09-20
- Comments
-
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
- Reviewing
- Zen
- Date
- 2021-05-08
- Comments
-
Worst customer service ever, absolutely useless advisors who don’t know what they’re doing. On top of that they have the cheek to flirt with my husband, disgusting and unprofessional behaviour. Stick to the big guns like BT, Virgin etc. At least you know what you’re getting and won’t be talking to dodgy women on the other end.
- Location
-
- Location
- Preston, Lancs
- Reviewing
- Zen
- Date
- 2018-10-20
- Comments
-
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.
- Location
-
- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2023-07-27
- Comments
-
It used to be a pretty standard Internet provider but with polite customer service, with enough staff to answer calls within minutes. It was the only reason why it had 5 star reviews. Now it doesn't have even that advantage so there is absolutely no point in choosing it over cheaper options. Today we had the second cut in one month. There are no more options to check the status online, just some mysterious descriptions like NGA GEA_FTTC NMBDMC Felixstowe PCP 17. Is it mine? Is it not? There were definitely not a single one saying Cambridge. So you have to call the provider to find out. And today I was 21st in the call queue.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2016-01-05
- Comments
-
Unbelievably bad customer service. Multiple appointments for technicians to arrive resulting in no shows after 5 hours of waiting. After final "completion" still no working internet (more than a month later and two months after they very efficiently charged me 180 GBP in advance). A horrible experience. STAY AWAY.
- Location
-
- Location
- Derby
- Reviewing
- Zen
- Date
- 2022-08-30
- Comments
-
As a new customer I was excited to try Zen. I signed the contract and then everything went wrong. Firstly router was sent to the wrong address and then on installation day they decided to not install it due to various reasons. I was COVID positive so I did explain 3 days before installation that my landlord and neighbor would facilitate the day and I'd not be going to the new flat (I remained at my current property whilst they were at my new place to help with the install which did not go ahead). I rang the engineer on the day (lanlord gave me his number) and he said he'd get back to me in 15 mins to let me know what's happening.. by end of the day I heard nothing, they just left and did not install it. A wasted day. My lanlord had a funeral that day and still tried to help me get it sorted by being there and it did not happen. I complained and their excuses ranged from COVID to me not signing a form (apparently I had signed so that wasn't the issue and COVID wise I wasn't there, my neighbor and lanlord were). Fast forward to today the new plan was for the install to happen and I'd be there (they gave a 8 - 1pm time slot). They turned up at 5.30pm no apologies no updates after they were late, nothing. I'm absolutely appalled. When I rang them up at 1.30pm they said give it until 6pm even though the time they gave was 8 - 1. I wasted an entire day waiting for them to arrive. I don't understand why the engineers can't ring you to say they won't make it until later on I'd have been okay with that, I could have gone home and done something with my day but heard nothing. I know it's not Zens fault but the engineers install your internet they should also communicate to the customers. The worst thing is if I wasn't there it would be a £90 fine but for them it's okay to not stick to their appointment times.
- Location
-
- Location
- redditch
- Reviewing
- Zen
- Date
- 2023-10-04
- Comments
-
peak times speed drops from gigabit to 20mbps, customer service not interested, leaving
- Location
-
- Location
- Tooting Bec
- Reviewing
- Zen
- Date
- 2021-04-30
- Comments
-
I don’t understand where all the good reviews come from. The broadband has been having reliability issues for months and these issues have intensified in recent days. Instead of sorting out the problem – which appears to be a faulty router – they are dragging on with endless checks and temporary fixes. They have also said that I may have to pay a technician to attend my flat, hoping to stop me from asking for a router replacement/quick turnaroud. This is disgusting, considering that I am paying for a service that is not delivered. I am very dissatisfied: I have switched despite being one of the most expensive providers, with the hope of a smooth service. Instead, my broadband works intermittently and customer service is unhelpful.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2021-09-10
- Comments
-
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
- North London
- Reviewing
- Zen
- Date
- 2017-09-06
- Comments
-
Staggeringly bad customer service.
Called up on moving into a new home. 2-3 weeks and we'd be set, they said! Then booked an engineer appointment in a month's time. Engineer never showed up, no call or email. Then they said we didn't need an engineer after all, the line had been activated. Line didn't work. They thought about it, and suggested... an engineer callout! In a month's time! For £130! And STILL no broadband of any description. Absolute joke. Avoid like the plague.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
-
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.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-02-26
- Comments
-
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.
- 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
- Leeds
- Reviewing
- Zen
- Date
- 2019-12-04
- Comments
-
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!
- 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
- South Woodham Ferrers
- Reviewing
- Zen
- Date
- 2019-04-05
- Comments
-
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
- 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
- Manchester
- Reviewing
- Zen
- Date
- 2022-08-06
- Comments
-
this is my 12th day without broadband, and I just can’t get Zen deal with it. I realise they’re in the hands of Openreach, but Zen’s customer support is awful. You can’t get through on the phone, and when you do they can’t do anything to help. Zen are definitely now nothing like the company they once were when I first joined.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-01-16
- Comments
-
Mixed experiences would be as generous as I can be. The broadband speed I’ve enjoyed varies day-to-day from highs of close to 100Mb to, this evening, 2Mb. Have been on package since 2017, the cost of which to new customers is £9 per month less, yet my tariff has not been reduced, a clear contradiction of the spirit - and the letter - of Zen’s price promise. Very disappointing service from a provider that, for the first few months of the relationship, I couldn’t fault.
- Location
-
- Location
- Brixton
- Reviewing
- Zen
- Date
- 2023-02-18
- Comments
-
Unbelievably poor broadband since we joined last year. Constant drop outs even after two engineer visits meaning we can’t rely on Zen Broadband for even the simplest of tasks. Avoid. Which? should also be asking themselves questions too.
- 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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