204 Customer Reviews over 6 pages
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- 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
- 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
- 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
- Holmeswood, Rufford, Ormskirk
- Reviewing
- Zen
- Date
- 2018-07-09
- Comments
-
I joined Zen around 2013 since then the service has become diabolical.
The Tech support staff are morons who seem to read from flow charts, when you call due to lost connectivity to the Internet they blame YOUR equipment, router, Ethernet cable, micro filter, computer - its never their fault always yours and despite buying a new router, micro filters and Ethernet cables the last time, they still weren't happy, the first guy failed to diagnose an trunk outage in my area affecting many residents all on different providers. The second failed to walk me though setting up a new router I had to rush out and buy as the first guy insisted that my router, micro filter and Ethernet cable was likely the fault, then I was asked despite telling the second guy (all this in the same day) that I had had a stroke and heart attack and was struggling physically, to get down on the floor to struggle to unscrew a phone socket on the wall to get at a test socket - only to be told he advised me to unscrew the wrong one, so then I had to trace wiring to the feed socket in my garage on the other side of the house then he asked me to unscrew that one and try a phone in it, so had to go all the way back to the other side of the house to get the phone but no that wasn't enough I was asked to go and get my router so had to go back to the other side of the house to get that. struggled to plug the phone or router into a live test socket hanging off my garage wall and the second tech guy decides its an outage in the area as both phone lines and internet by this time are down so books an engineer, telling me that if I don't pay £120 to get a private Broadband engineer out to check my internal wiring I might be asked to pay BT £140 - £178 for the call out I was incensed.
Called out a Broadband specialist costing £120 this was on top of having to rush to a local computer store on the insistence of the first tech guy and spend £75.91 on a router, Ethernet cable and micro filters, the Broadband specialist asked the neighbours if they had any connectivity and they didn't after he had tested the internal wiring.
I called a PC repair guy out as it was suggested by the first Tech guy it may also be my computer, so that cost me a further £50 and all of this time I am losing income from booked in clients on the busiest night of my working week as I need the phone and internet to run my business.
The PC repair guy said he migrated away from Zen Internet as he found them a rip off and completely incompetent and he had had the same problems as me.
I phoned to lodge a complaint and a 3rd tech guy was smarmy and condescending, utterly rude and disrespectful, so I really did lose my temper by this time as he tried to justify the actions of the previous two tech guys, as if I was at fault.
I then demanded that a manager called me on Monday one between 11 am and 12 noon as I started work at 12 noon and at 12.54 pm on the Monday someone called Nick called claiming to be a manager - he was only their supervisor and he was equally obnoxious and unhelpful so I have asked for my complaint to be escalated above him, he refused to reimburse me for the costs I incurred from the Broadband specialist call out and PC repair man call out and only offered to pay for the router claiming that none of the tech guys recommended me calling out a Broadband specialist, but fact is I would never have l thought of doing that as I never knew they even existed until the 2nd tech guy suggested it, so they endlessly back their staff and have zero respect for their customers. The support is diabolical amateur and useless, no 24/7 tech support either yet I pay stupid money for this crap service - £67.67 per month for one phone line with broadband on and one without and no more than 5.85 mbps download speed and 0.84 mbps upload speed, diabolical customer service and they know I am self employed and if I am late paying a bill their Rottweiler in Billing spams me with nasty threatening emails with an insipid tone and they wonder why you lose your cool and tell them that you are far from happy with their service. Threaten to leave them and in a smarmy voice they rudely tell you you will never find as good a deal elsewhere, well I will do this time as I am done with X+Zen Internet they are a disgrace and should be closed down I am far from happy - my advice - steer well clear utter rip off utter rubbish and crap rude unpleasant experience.
- Location
-
- Location
- Kent
- Reviewing
- Zen
- Date
- 2023-10-31
- Comments
-
Speed has always been bad , it cuts off in the evenings when busy
Biggest problem for me is that I lost internet on 12-10-23 it’s now 31–10-23 and still nothing , I either get cut off or / and asking the same questions over & over again , I’ve told where the problem is but they go on repeat , disgusting poor standards, suggest going elsewhere for that reason
- 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
- Wisbech
- Reviewing
- Zen
- Date
- 2021-04-11
- Comments
-
We changed from Virgin Media and the difference in Customer service, broadband reliability is brilliant. Would completely recommend Zen. They actually have a Customer Service number who answer within 5 minutes. Very pleased we changed.
- Location
-
- Location
- The Chilterns
- Reviewing
- Zen
- Date
- 2022-12-02
- Comments
-
Had to give each rating of one star, pity there isn't a zero. Their customer service is online, machines can't help you only annoy the heck out of you. I wish I'd never got involved with them. They just couldn't care less. Buyer be very very aware.
- Location
-
- Location
- Haywards Heath
- Reviewing
- Zen
- Date
- 2019-04-22
- Comments
-
Really good customer service, not the cheapest, but also not out there to cheat you with 12 month offers like the others.
Have been with Zen for 18 months now. Had a problem about 8 months in. I called up Zen (was answered quickly by a real person) and they organised for BT to come out and give me a new service for free. They did all the chasing for me!
I feel confident if I call Zen will answer my call and help me sort the problem. After years with the main suppliers this is like a breath of fresh air! Go Zen!
- Location
-
- Location
- Moffat
- Reviewing
- Zen
- Date
- 2020-04-03
- Comments
-
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
- 2018-12-25
- 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
- Chichester
- Reviewing
- Zen
- Date
- 2020-02-08
- Comments
-
I called Sales on Saturday 08 Feb (@ 16:20), to discuss coming over to them from BT. Live chat wasn't available.
I was on hold for 15 mins before I hung up.
Hello Zen, this is the Sales line, a customer's first contact. Wake up! I can't even sign up with them, even if I wanted to, as no one answers the phone.
Shame really, as they had generally good reviews.
(Really, all your agents are busy on other calls on late Saturday afternoon at 16:20, when you close at 17:00? c'mon! There was no one there!)
- Location
-
- Location
- Edinburgh
- Reviewing
- Zen
- Date
- 2023-07-04
- Comments
-
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
-
- 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
- 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
- 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
- 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
-
- Location
- Grayson
- Reviewing
- Zen
- Date
- 2021-05-28
- Comments
-
We have changed to zen wish we had done so earlier the whole process was straight forward.
We were fed up with virgin media sky high prices
And their broad band which kept dropping out.
We are very pleased with zen brilliant customer services as well.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Zen
- Date
- 2019-03-26
- Comments
-
Unfortunately, I've had a really bad experience with Zen and had read good things so have been really disappointed. I signed up for a new FTTP service 1 month ago (3 weeks before the activation date) to give Zen enough time to get it ready for the activation date. I had information to say the service was activated and ready to go on the assigned date - great! However, nothing worked. I contacted Tech Support and was sent around the houses a few times before they realised the line was provisioned at the incorrect address and now I'm being told the line needs to be 'cancelled' before a new one is activated and that could take until the end of the week. This would be 1 month+ since ordering. The tech teams seems to be doing what they can but the communication hasn't been good and I'm also concerned about my data as I got a call from an Openreach engineer planning a visit who had the incorrect address for me.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2018-07-18
- Comments
-
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
- 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
- Inkberrow
- Reviewing
- Zen
- Date
- 2019-06-14
- Comments
-
I've tried the main broadband suppliers, and despite reasonable speeds, the reliability has always suffered. I ended up involving the ombudsman with both Virgin and BT to get out of contract with them.
I've been using Zen for 2 years and NEVER had a problem. Speeds are fast, but most importantly for me, the line has never dropped as I rely on it for work. It's not the cheapest, but it is certainly the best.
- Location
-
- Location
- East London
- Reviewing
- Zen
- Date
- 2017-11-25
- Comments
-
My business line goes down at least 10 times per day! It has been fine for the last few years but in the last 3 months it's constant disconnection problems. I think they are using some kind of unsusual setup that causes constant downtime! I have changed every setting and spent over 20 hours trying to fix! Nothing works and costing our business money :(
- Location
-
- 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
- Derby
- Reviewing
- Zen
- Date
- 2019-11-03
- Comments
-
Two contracts for two separate properties. Zen have charged a £20 connection fee for a rolling monthly contract which is advertised as 'no set up fee.' That basic broadband has been working.
The second contract is for fibre. I have just measured speed six days into this contract - 0.10mpbs. I have stopped watching online film for the second time in 30 minutes and the second evening since Zen took over my service. At other times, speed reaches 40mpbs.
With property 1, my router would not connect to Zen. It had connected with my previous ISP (not supplied with that ISP so not tethered to them/blocked). Zen had no answer. It connected after I switched off my mobile phone and gave up with tech support.
Both connections took in excess of 5-6 hours to be up and running.
Will be wasting work time again tomorrow - ringing Zen. Feel foolish for believing Which's recommendation.
- Location
-
- Location
- hailsham
- Reviewing
- Zen
- Date
- 2009-09-30
- Comments
-
excellent all round serice
- Location
-
- Location
- leeds
- Reviewing
- Zen
- Date
- 2017-05-03
- Comments
-
Left Talktalk for Zen just over 12 months ago because my broadband slowed down at peak periods. Zen started off reliable but over the past six the internet has started to randomly go off for several hours (it can be okay for a few weeks then it crashes).
Zen has a log of these issues but no explanations, and not all my outages are recorded.
I've changed all the cables and still issues; Zen say it could be the fibre router (now out of warranty) and say I should borrow one to test despite me saying there's no pattern to it crashing - and who is going to let me use their router for a few hours/days?
The easy solution would be to send me a router to test but no, they won't; have been told I could buy a new router but that might not be the problem.
My contract is up in Sept so I'll be leaving; I told them this and they got very defensive.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-11-03
- Comments
-
you can not believe the issues we had with this company since we hired them. We can not leave zen because we had 1 year contract but in fact internet never worked properly. they always made quick fix and issue is back few hours or days later. if you leave a review on trustpilot they will report it in order to get it removed , and that is why they got only good reviews so PLEASE BE AWARE they not provided a good service, for us always being a nightmare and also when wanted to leave Zen a manager call us and told us we dont have to pay any fee as we made 15 claims of not working internet in 7 months of contract!!! more than 2 per month!! so they were agreed to not pay a penny but now all is different and they are claiming us 83 £ for ending our contract earlier!!! so we will make formal complaints seeing they said one day one thing and next day a different thing so be aware about that, we are living around Camden and not working on this area!!!!!!!
- 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
- Caerphilly
- Reviewing
- Zen
- Date
- 2020-07-01
- Comments
-
Excellent service from an ISP that allows extra functionality.
Great that you can use your own router.
Reliability has been very good, and speeds are consistently the maximum my line allows.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2015-12-01
- 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
- Birmingham
- Reviewing
- Zen
- Date
- 2023-11-17
- Comments
-
Nice people but the service has got worse over the years. First sign of a problem, and all they do is fob you off, test after test. 12 weeks later and a download speed of 0.1 upload speed of 6. Can't even watch catch up without whirring. Once you have a problem, they don't call you back and don't answer emails. AVOID AT ALL COST. Once you were great, now you're bad. Well done you.
- Location
-
- Location
- surbiton
- Reviewing
- Zen
- Date
- 2021-03-30
- Comments
-
Absolutely awful service from start to finish. no proactivity on their part at all. I ordered a boradband line. i moved in and had no service. Only then do they tell me that their supplier messed up the order. so another 10 days go buy for them to then tell me that nope, the order cant go through because their is some kind of block on the line. i speak to the landlord, she speaks to her provider and they confirm there is no block on the line. I email this through to zen and get no response for 10 days. I ring up and they tell me that they can no longer see the block on the line, but ill go to the back of the order queue again. i asked for a manager. after a ten minute wait, no manager was available. so what I infer from that is that they are all just level one call centre staff that are unsupervised and grossly incompetent. 2 months since my order and I have no internet still.
- Location
-
- Location
- Keighley
- Reviewing
- Zen
- Date
- 2022-12-30
- Comments
-
Used to be with BT it is no comparison to Zen
BT need to learn how to do it from Zen
Your customer service is second to non fantastic.
Thank you for make not my life easier and providing me with a fab service
- Location
-
- Location
- Huntingdon
- Reviewing
- Zen
- Date
- 2018-04-24
- Comments
-
I currently have a problem with the broadband. The engineers at Zen have been brilliant. Not only have they patiently gone through changes with me, but they have even diarised and called me back a few times to see how I am getting on. There are very few companies that will do that IMO.
A bit thank you Zen technical team.
Even the sales team are good
I asked them if I might upgrade to fibre and they said that, rather than take my money, they didn't think that the speed would be significatnly better so recommended that I didn't upgrade. I am not confident that many other broadband sales teams would say that.
- Location
-
- 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
- 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
- 2017-09-05
- Comments
-
Switched from BT Infinity 2 to Zen's equivalent. BT was constantly 60-70Mbps, even in the evenings. Zen is less than 10Mbps during the evening which is making the internet unusable for us. Very annoyed at paying a significant amount for such dire speed - might as well have gone with Talktalk. Going the formal complaint route to try and escape them.
- 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
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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