204 Customer Reviews over 6 pages
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- Location
- Billericay
- Reviewing
- Zen
- Date
- 2016-11-01
- Comments
-
Left talktalk and went with zen cause they were ment to be good been with them less then half a year and they hub keep going ask for a better hub due to this type keep going roung and told I have to buy a better one it a joke I pay £50 a month for this crap going BT when my year contact end
- Location
-
- Location
- Greater Manchester
- Reviewing
- Zen
- Date
- 2019-02-19
- Comments
-
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
-
- Location
- Birmingham
- Reviewing
- Zen
- Date
- 2023-10-31
- Comments
-
Was a previously a happy customer but left several years ago due to lack of fibre.
Just rejoined and the customer service isn’t what it was. Trying to get the email address on my account changed has taken two live chats both of which “updated” the address and just abandoned a call after 25 mins on hold
- Location
-
- Location
- Kent CT6
- Reviewing
- Zen
- Date
- 2017-03-15
- Comments
-
Bean a customer for 14 years, never shopped around for internet so found no reason to change. Recently had a 5 day outage,Zen communication was zero, internet came back and I called to see what the problem was and have basically been fobbed off. Offered a good will gesture to reimburse me for the days of outage....'Good will!'. I paid for a service and they failed to deliver. I have told them I am moving providers and they have not offered anything. Broadband is slow but steady, that is all.
- Location
-
- Location
- North Norfolk
- Reviewing
- Zen
- Date
- 2023-07-26
- Comments
-
What the **** are people talking about???? This is probably the worst ISP in the world. They are expensive. They are slow. But - their customer service is non-existent, trust me. In March 2023 our internet speed became so slow it was unuseable. For £40 per month. Then they lost our phone line and our phone number. They don't answer the phone. They don't answer emails. But - they do take the trouble to dispute online reviews and get them taken down where possible. Honestly, I think this business consists of one incompetent man in a flat somewhere operating a massive scam, and paying Chinese companies to leave fake reviews. I have never hated a business as much as I hate Zen Internet. Don't call me, I don't have a land line for the first time in 40 years.
- Location
-
- Location
- Craigavon
- Reviewing
- Zen
- Date
- 2019-08-05
- Comments
-
Been with Sky for the last number of years maybe should have stayed as this was slower I'm on the unlimited 2 (70Mbps) Download speed is 50Mbps My Sky was faster Disappointed with Zen....
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2023-05-22
- Comments
-
I have been with Zen for over 10 years. They had a really good quality of service but unfortunately, they have become really lapse lately. I had to spend hours on the phone to resolve a tech issue which never got solved in the end. The various departments are not talking to each other and so I had to go ahead and cancel my account. They tried to charge me for cancelling my contract but in the end the complaints department did agree to my cancellation and resolved my issue. I would look elsewhere for broadband now.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Zen
- Date
- 2022-01-07
- Comments
-
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
-
- Location
- Derbyshire
- Reviewing
- Zen
- Date
- 2022-01-07
- Comments
-
Internet runs at advertised speed but drops out multiple times a day.
Open hours for contacting customer service are not always accurate on website.
Password reset function bugged
Overpriced for the speeds provided
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2017-11-05
- Comments
-
Until recently Zen service was excellent. Sadly lately it had dropped dramatically. Constant disconnections, snail pace downloads. Will look to switch as soon as possible as this is a business connection and any time disconnected could prove costly. Very disappointed.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2016-08-23
- Comments
-
I chose Zen because so many reviews had been complimentary about their reliability and customer service, both far more important to me than the speed of the broadband itself. I live in a basement flat without 3G/4G and urgently need internet access for work reasons.
I ordered a broadband package from them 3 weeks ago, and was advised that my broadband would be active in 2-3 weeks, a long time but having never been with Zen before I felt it fair to give them a chance. It has actually taken them that long to tell me that it won't be active for another 2-3 weeks. If they had warned me at the time of my order I doubtless could have gone elsewhere and would already have broadband by now. Despite £139(!) in activation fees, almost six weeks to actually activate a broadband service is ludicrous (especially as I am only living in London for six months, 25% of which will have elapsed by the time Zen actually get around to fulfilling my broadband order!).
Zen have acknowledged my complaint but neither brought forward the activation date nor offered me any kind of reduction.
Whatever experiences others might have had of Zen, mine has been horrendous. I absolutely do not recommend Zen to anyone. I can't speak to how fast the actual broadband is, but even if it's lightning fast it won't alter my opinion of Zen one bit.
Having been with BT, Virgin and others over the years I remain astonished that it is so difficult to find an honest, dependable broadband provider in the UK. As always, it's all about getting you to sign up by dangling empty promises in front of you.
- 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
- Maidenhead
- Reviewing
- Zen
- Date
- 2018-05-13
- Comments
-
I've been with Zen for 10+ years. I've never minded paying the premium for their support/service until now. They've turned into a company that just shuts cases even though faults clearly remain in order to hit SLAs and Goals. They pass off as much blame or potential risk to the customer as possible when faults are clearly diagnosed. They'll do whatever they can not to pass off issues to BT Openreach, where I assume they are bonused on passing off as few issues as possible. What was once a great ISP has turned into the new "We're just here to make money." Real shame.
- Location
-
- Location
- Pickering
- Reviewing
- Zen
- Date
- 2021-07-20
- Comments
-
We've been supporters of zen for 15 years or so. However this year we have been let down on two separate occasions on two different internet accounts. Shocking customer experience. We had our broadband disconnected over a month ago and we're still waiting for it to be reconnected. For the past two days been waiting to hear from the connection manager but still haven't heard anything. This is the second business account zen have inadvertently disconnected this year and the rigmoral waiting to be reconnected is painful. Not impressed at all!!!
- Location
-
- Location
- Grays
- Reviewing
- Zen
- Date
- 2022-05-22
- Comments
-
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
- Edinburgh
- Reviewing
- Zen
- Date
- 2019-02-14
- Comments
-
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
-
- Location
- NORTH NORFOLK
- Reviewing
- Zen
- Date
- 2023-06-10
- Comments
-
AVOID THIS PROVIDER!
We used them despite them being very expensive and extremely slow, because Which scores them highly for customer service. That is nonsense.Eventually our £40 per month service became so slow we contacted them by email. No response whatsoever. So we moved to Sky. Sky let us down, giving us a connection date then cancelling. So we stopped our cancellation with Zen. Then they accidentally cut our phone off, losing the number as they did it. Now they have no projected date to sort this out. 45 minutes wait on the phone to be told the department we need doesn’t work weekends and there’s nothing they can do. These people are expensive incompetent fools. Others may be equally incompetent but at least they are half the price.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2018-12-25
- Comments
-
It was good until our contract had finished. We simply started receiving higher bills. There was no contact from Zen to inform about higher bills or offer of a new contract. When we decided to move to another provider we C ouldn’t. Zen have done something with the phone line which prevented our new provider to complete transfer. I was helpless and could not resolve this issue, even during multiple follow ups. Altogether I have regrets about paying premium for a year to get such an awful end of contract experience. Avoid! It was truly awful.
- Location
-
- Location
- Moffat
- Reviewing
- Zen
- Date
- 2020-04-03
- Comments
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We run a very small charity that rehomes ex racing greyhounds. We took over the shop that supports the kennels last Oct 2019. Zen had already been installed in the shop by the previous trustees of the charity. We decided we could no longer afford internet and contacted Zen. They said as we were tied into them till March 2021 we could not leave the contract. So we lived with it. Now due to Corona Virus we have had to close the shop and therefore loose our income. Again I spoke to Zen and asked for a payment Holliday. Again I was told no. I asked, what would happen if we defaulted on our payments ( we don't have enough in the bank to pay for kennel fees and food after march) I was told they would pursue us through the court's. **** you, Zen
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2018-10-17
- Comments
-
DISGRACEFULLY POOR CUSTOMER SERVICE! Not only do you have to wait hours to get through to anyone, but they are RUDE and condescending when you finally do! The last person I spoke to sounded like he was playing games with a colleague after I called up to find out about a ‘fault’ - which by he way has been going in for nearly 12 hours bow. I was literally laughed at and told it’s not their problem and it’s an open reach problem. But the open reach status website says there is no current fault. Awful service that I assumed would be good because of a review by Which. Even signing up was a nightmare and took weeks to get connected. Will be changing provider immediately after contract expires!!! AVOID!
- Location
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- Location
- Powys
- Reviewing
- Zen
- Date
- 2017-12-15
- Comments
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Don't provide a router. Don't provide socket-filters. You don't really get ANYTHING for your money except paying Zen for the use of BT/Openreach infrastructure!
I upgraded to fibre BB when it arrived in my village 18mths ago. Great at first, but service has deteriorated and customer service has been non-existent. Download speeds have dropped below the minimum specified by Welsh Government's Superfast Cwnru BB project [but, of course, monthly charges remain HIGH!]. Also, I've been experiencing frequent 'drop-outs' of service for several months now - but neither Zen nor BT will investigate the issue without threats of extra charges. Zen suggested "borrowing a friend's/neighbour's modem to see if that improved things" :@ !!
- 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
- london
- Reviewing
- Zen
- Date
- 2018-03-09
- Comments
-
This company was good.....things change.....it takes ages to get through on phone....sometimes the are unhelpful...and the telephone answering system is not always operating....Zen do not answer emails...or in my case they have not
- Location
-
- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2017-01-10
- Comments
-
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
-
- 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
- Overton, Hampshire
- Reviewing
- Zen
- Date
- 2017-01-06
- Comments
-
We started with Zen Broadband 2 years ago and it was absolutely fantastic. All problems sorted even before we were aware of them. We were advised to use our own router and we were provided with all the necessary settings. Everything was perfect. Until we moved homes. On the move we decided to go with Zen's Unlimited Fibre. 1st we were bombarded with emails with overdue payments. It looks like they quite often forget what Direct Debit is for. Then there was their modem/router - absolute rubbish (and you have to pay for it). And the time you have to wait for a support to pick up your phone increased to something between 15 and 30 minutes! And they advised to keep resetting the router settings to the defaults and wait and it will sort it itself. Sometimes it did, sometimes it didn't. And approx 2 months ago stopped working altogether. I can't v
even be bothered to call them again. So I cancelled. Now I have another set of emails with overdue payments. And you have to enter the card details twice for your inconvenience. Again - do they have a clue what a DD is for? Avoid - you can get much cheaper deals with much better router bundled and much better customer support from e.g. sky (at least at the time of writing it)
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2016-11-26
- Comments
-
I joined Zen about a year a half ago, initially, there were no problems. Download speed a steady 10-12Mbps and Upload always at 1Mbps until last July. Then our speeds dropped below 1Mbps (Averaging about 0.48Mbps), for three months I was going back and forth with Zen.
The only thing I can say is that Zen customer service did keep in regular contact with me (with one major blip when they closed the fault tracker whilst I was abroad for 3 weeks even though my housemate was speaking with them most days!).
Zen was convinced the issue lay with BT so we arranged 7 BT engineers to come out to the house with no improvement or increase in speeds.
After 3 months of this, I finally decided to bite the bullet and move to another provider, lo and behold day 1 on the new provider (Download - 11Mbps, Upload 1Mbps).
I still don't know what the issue was but as both Zen and my new provider run on the BT Wholesale network and all I needed to do to change was to update the username and password on the router, I do think Zen were at fault.
- Location
-
- Location
- Kent
- Reviewing
- Zen
- Date
- 2022-06-24
- Comments
-
Upgraded to full fibre 300 5 weeks ago from copper cable thinking finally moving into the 21st century. Since then we had 1 outage that lasted 9 days and now we’re in an outage that is going to last at minimum 2 days but will most probably be more… have spent a total of probably 8 hours on hold waiting to speak to Zen and then once through there are promises of call backs which never happen, flat out lies from customer service representatives who assure/promise me a faults manager will call me back only to find out 3 hours later when I call back that no request was ever made and then to top it off there is no detailed information as to the fault except that an engineer will be dealing with it tomorrow 24 hours after it was discovered… the last bit is a bit of a surprise as the information from another provider as that it would be fixed at 4:56pm the day of the fault which seems improbable/impossible seeing as the engineer wasn’t even going to deal with it until the following day… what a truly crap service…
- Location
-
- Location
- uk
- Reviewing
- Zen
- Date
- 2019-11-12
- Comments
-
From being great 5 years plus ago, the service has gonE to same old tripe and poor support of other providers.
Looking forward to ditching the guff Openreach RESELLER offer for 4g or 5g.
Seriously unless you need a static ip for a particular reason-
ZEN ARE NOT WORTH THE PREMIUM
- Location
-
- Location
- North Norfolk
- Reviewing
- Zen
- Date
- 2023-06-19
- Comments
-
Yet another business gone bad.
Totally incompetent, cannot be contacted. We have been Zen customers for several expensive years. They are probably the slowest Broadband provider, and the most expensive, but their reputation for customer service was once good. Once our broadband speed fell below 5meg download, 0.2meg upload, we complained. No reply after a week. So we went to Sky - half the price, around 10x the speed. But they couldnt supply on the date agreed, or give a date in the future. So back to the fools at Zen. These incompetents have now accidentally cut off our phone and lost our phone number. Still no way to contact them. They dont respond - but they do send us spam marketing emails. Surely no other provider is this hopeless?
- 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
- Manchester
- Reviewing
- Zen
- Date
- 2020-04-01
- Comments
-
Not massively pleased with customer care from zen. Been without internet at home for a month, so was excited about my activation date for zen was last Tuesday. Been ringing them everyday since then, been told I’d be called back a few times for updates and only been phoned back once.
They offered to top up my data so I’m not cut off last week, this week different story and won’t be offering to top up my data as the top up was for me to use for emergencies and will only do £20 a month for customers.
I lost my job 2 weeks ago due to corona virus and am unable to work from home (I have been offered work but unable to accept due to having no internet at home) I have online gaming subscriptions and streaming services which I am now paying for and unable to use.
Why do zen not offer dongles or to make sure customers have adequate data to last. Would have been good for zen to offer to pay for a unlimited data top up for the month last week (it’s only £5 on top of the most they said they could stretch to) they have literally no idea when I will be activated as it is with openreach to fix, but they refused. Not a happy customer at the minute, if I had been granted the unlimited top up for my phone I would not be ranting now.
- Location
-
- 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
- Prestwood
- Reviewing
- Zen
- Date
- 2021-06-22
- Comments
-
Utter rubbish promised like 10 or 20 but get 0.005 absolute scam
- Location
-
- Location
- Long Eaton
- Reviewing
- Zen
- Date
- 2017-10-30
- Comments
-
We moved to Zen because they were highly rated by Which, we have had consistent slow speeds (7-10mbps on a line that can get 40) and constant drop outs several times per day.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2023-09-01
- Comments
-
Avoid at all cost
The customer servicies here is just awfull and not even able to ackwonledge emails.
I have an ongoing issues since april, this is handle by Dale,as pero his signature "complain resolution manager" . He is not only not able to fix or advise the issue, he is not even haven consistencia in his replies . I am overdue paying a bill because he doesnt apply the credit I have standing.
Date of experience: 01 April 2023
- 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
- BRECON
- Reviewing
- Zen
- Date
- 2021-08-19
- Comments
-
Had Zen for 10 days. First router failed after five days, new router failed after one day. Customer services went from good to stroppy and patronising. Also kept trying to blame Openreach. Accepted that the Fritzbox is a poor and fragile router but promised if we purchased one they recommend, they would pay for it. They then reneged on that too. Simply appalling.
- Location
-
- Location
- Harrogate
- Reviewing
- Zen
- Date
- 2018-12-20
- Comments
-
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
-
- Location
- Leicestershire
- Reviewing
- Zen
- Date
- 2021-02-26
- Comments
-
Please please do not use this internet provider and put yourself through what we have had. At no point during the course of our contract did they ever provide the speed which they claimed. We paid for 80mbs and 90% of the time the actual speed was below 20mbs, it was often as low as 7mbs. The upload speed is even worse, so anything like zoom meetings or online gaming is almost impossible, at one stage our upload speed was 0.07mbs! On top of the speed being dreadful the connection was not very stable even when using a wired connection and the Wi-Fi didn't reach all areas of a 3 bed terrace. You then have to go through a very lengthy process to get out of the contract even though they are breaking contract by not providing the service you have paid for. This is essentially a stalling tactic so they can take more money from you before you are able to switch. They "run tests" and send out a new router, pretending that is going to make any difference. They are also hard to get hold of on the phone, the ques are very long. What they are doing is bordering on fraud and at the very least a shambolic level of customer service.
- 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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