204 Customer Reviews over 6 pages
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- Location
- London
- Reviewing
- Zen
- Date
- 2015-12-01
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-01-30
- Comments
-
Unreliable company who take no responsibility for their own failures. Signed up to internet on the 21st with an agreed upon start date of 28th. Come the 28th no internet and an appointment booked for the 30th. Come the 30th no internet and another appointment booked for the 3rd with someone needing to be home (despite the fact we can’t work from home because no internet). Continually blaming others and delaying. Been over two weeks without internet. Stay away from this company
- 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
- Luton
- Reviewing
- Zen
- Date
- 2017-07-27
- Comments
-
Been with them for last 6 months . service is top notch . never had any downtime and speeds are constant even during peak times . Customer service is spot on . no complains here .
- Location
-
- Location
- Luton
- Reviewing
- Zen
- Date
- 2017-05-12
- Comments
-
Really happy with the consistency of the speeds and customer support. No long waits during customer service call . You are actually getting what you are paying for, unlike, other broadband companies around .
No load management which means your speeds WILL NOT be slowed down during peak times . and i am loving it.
Keep it up Zen .
- Location
-
- Location
- Lymington
- Reviewing
- Zen
- Date
- 2019-01-17
- Comments
-
I feel ZEN are losing their way and blaming the customer rather than taking on Openreach. They also charge new customers less for the same service.
- Location
-
- 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
- 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
- Manchester
- Reviewing
- Zen
- Date
- 2019-08-16
- Comments
-
So i have been with zen for a while now and i noticed that my speeds were starting unusually slow, 0.5-1.5 mbps and i thought that i would just leave it as there maybe something wrong with my line. A few months later and i contacted zen to find out that my speed has been capped at 2 mbps, and we were not told about this, and now apparently after calling on thursday i have to wait till tuesday for the cap to be removed, pretty outrageous, paying £50 a month for 2 mbps
- 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
-
- 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
- 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
- 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
- Manchester
- Reviewing
- Zen
- Date
- 2019-01-03
- Comments
-
Terrible service the last 6 months, had our account cancelled in error, various faults reducing our 80MB to 1-6MB. All caused our company serious problems and still not resolved!
Prior to this we had been a happy Zen Business customer for years and used to recommend them to many, now I'd advise you avoid.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2021-09-06
- Comments
-
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
-
- 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
- Marlow
- Reviewing
- Zen
- Date
- 2018-01-20
- Comments
-
Moved to Zen from BT and it's like night and day. Consistently high speeds (in the region of 60mbps + at the router) and very few drop outs. I have used support because there was an issue with our router which turned out to be because it was too close to the smart meter. Support was great, quick and based in the UK. What's not to like?
- 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
- Milton Keynes
- Reviewing
- Zen
- Date
- 2020-03-17
- Comments
-
Best ISP out there!
Constantly hearing reports of BT outages on the estate - Zen has never once failed.
Customer support is second to none - don't waste your time looking around, Zen are THE dudes!
- Location
-
- Location
- Milton Keynes
- Reviewing
- Zen
- Date
- 2022-10-24
- Comments
-
Putting in my postcode on the Zen website showed that I could receive fibre Internet. Waited a week for the installation date then waited in for a day just for the engineer to say that they couldn't provide fibre after all. Very irritating- they need to check their systems so they are not promising service they can't provide. Customer service also couldn't give me any update on the day because the engineer hadn't submitted their notes, so it was only a few days later after I had chased them multiple times that Zen could tell me what the problem was and what they would do. They advised me they would have to cancel my order and give me a refund, but said I would only get my refund once they collected the equipment- fine in principle. But THREE TIMES I have waited in all day for their courier, only for them not to show up. They still refuse to refund me until they have the equipment, despite it being entirely their fault that they didn't have it weeks ago. I have never been so p*ssed off with a service provider in my life. Booked with BT the next day for cheaper and had Internet within a week. Still don't have my refund from Zen a month later. Avoid if possible, just not worth this hassle.
- 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
- 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
- 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
- Newcastle
- Reviewing
- Zen
- Date
- 2021-03-23
- Comments
-
If you want to pay £30 a month + £90 installation whatever, for 3 Mbps download and 0.5 Mbsp Upload in the year of 2021. This is for you!
- Location
-
- Location
- Newquay
- Reviewing
- Zen
- Date
- 2020-12-04
- Comments
-
I've just booked the 4th engineer visit in a month. Internet is intermittent which makes working from home impossible. case number 01608109
- 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
- North London N1
- Reviewing
- Zen
- Date
- 2017-02-06
- 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
- 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
- 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
- Nottingham
- Reviewing
- Zen
- Date
- 2023-05-19
- Comments
-
Moved to ZEN after being with Virgin for nearly 20 years. Initially they were great, but recently been appalling. I have had no internet for 3 days with no explanation and no date for it to be fixed. Spent 30 minutes waiting to be put through on a call, was then cut off and had to queue again another 30 minutes only to be told they couldn't guarantee when an engineer could come out as they were separate to the company.
- Location
-
- Location
- NW5
- Reviewing
- Zen
- Date
- 2018-04-17
- Comments
-
We switched to Zen 12 months ago based on (a) their great reputation and (b) faster speeds. Initially we had problems with advertised speed - not as promised. Eventually resolved. Over the last ten days we have lost our internet connection twice (first time three days with a BT Openeach engineer turning up unannounced). Now again yesterday. Each time we are asked to accept liability if it is our fault otherwise they won't investigate / resolve. Obvious from the engineer's visit on Saturday that there is a problem with the exchange. A refund for days lost is irrelevant - it is fact that we cannot use the internet when we need and having to revert to other ways of access ...... not at home. We will be switching. Great customer service does not outweigh getting the problem fixed quickly. No previous issues with Sky.
- 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
- ORMSKIRK
- Reviewing
- Zen
- Date
- 2020-08-17
- Comments
-
ZERO stars would be a more apt rating for this utterly diabolical company who offer diabolical tech support, endlessly send threatening emails if you are late paying your extortionate bill which is for a service totally unfit for purpose, useless tech support, I think these guys read from flow charts, they are a bunch of cowboys and amateurs, they blame your equipment to cover up for their total incompetence, endless price hikes, service got worse by the month, hideously slow speeds, and to top it all I complained and was brutally insulted by email by their top guy who was as vile and obnoxious as the bullying billing staff and arrogant amateur tech guys, I was glad to escape them I had 7 years of help with them and ID net who resell for them are just as bad.
My advice - steer well clear they are diabolical and thanks to them I almost lost my home and business, I lose lots of money and clients because of these cowboys, endless outages bad phone lines, cannot say a good word about them sorry. Bad company, bad staff, bad service and all for a huge extortionate price. I paid £67.50 per month for a useless flakey outage ridden ADSL broadband and two landlines. They still wanted more but I left as they are not worth a carrot let alone hard earned cash.
- 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
- Oxford
- Reviewing
- Zen
- Date
- 2020-08-13
- Comments
-
I was with Zen internet for a couple of years after hearing they were really good (and reading many good reviews. Unfortunately their so called great customer service was a real let down. A few years ago some work was badly done where the phone/internet lines come into the house and we started having problems with the internet. No matter how many times I called and explained this to Zen they refused to contact BT to send an engineer. So I changed to Virgin. We also had similar problems so I call then and they sent an engineer and a network team to the street two days later. It got fixed! I highly recommend Virgin, they actually give a damn about their customers. P.S: I pay a lot less now with Virgin too and my wifi now is constantly at 80+mbps
- 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
- 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
- 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
- PONTYCLUN
- Reviewing
- Zen
- Date
- 2017-10-05
- 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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