204 Customer Reviews over 6 pages
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- Location
- Long Eaton
- Reviewing
- Zen
- Date
- 2017-10-30
- Comments
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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
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- Location
- London
- Reviewing
- Zen
- Date
- 2017-10-17
- Location
-
- Location
- UK
- Reviewing
- Zen
- Date
- 2017-10-05
- Comments
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BY far the worst internet provider I have ever used. I had problems from day one and it just continued to impress me. network down every so often, slow connection and this is just few of what I have experienced. I'm extremely surprised that some customers rates them a a good provider and those kind of inaccurate reviews are very misleading. stay away and give yourself some peace of mind. I decided to post this review to make sure others are fully aware and not mislead by those good reviews.
- Location
-
- Location
- Southampton
- Reviewing
- Zen
- Date
- 2017-10-05
- Comments
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I have been with Zen for 9 months now, it has been a solid , reliable connection (fibre 2) running at speeds that are quicker than my former BT broadband.
I have used the customer services twice and both time they have come up trumps(faulty cable and a router reset that went wrong), its good to get a uk call centre that answers the phone quickly!
The changeover from BT went supersmooth. These are not the cheapest ISP I have had but to date they have been the best..
- Location
-
- Location
- PONTYCLUN
- Reviewing
- Zen
- Date
- 2017-10-05
- Location
-
- Location
- Walsall
- Reviewing
- Zen
- Date
- 2017-09-20
- Comments
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Strange how the reviews are either fantastic or dire! We moved from Talk Talk because they positively lied to us about the reasons for our poor speeds and intermittent availability. Zen took over the line and with some great support from their call centre have resolved the intermittency issues and stabilized the speed at a quite acceptable 6Mb (we are not on fibre). We have found the support to be first rate, the information given to be realistic and honest and the solutions practical. They don't provide a great deal of whistles and bells but do provide solid service. Our opinion is that they do deserve their position as one of the better suppliers certainly after our experience of some of the others in the market.
- Location
-
- Location
- North London
- Reviewing
- Zen
- Date
- 2017-09-06
- Comments
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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
- 2017-09-05
- Comments
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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
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- Location
- Stirlingshire
- Reviewing
- Zen
- Date
- 2017-08-28
- Comments
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I had very high hopes for this service based on good reviews, including ' Which'. I ignored my reservations on the high cost plus the expensive router which I was assured would provide better speeds. The service worked okay for 4-6 weeks. Since then I've had consistently slow speeds of 3, 5 and 7 - yes really. The slow speeds usually happen after 8 pm and weekends when the call centre is closed. Even on a 'good'day the speed is mediocre at best. The high monthly cost cannot justify the poor service. Unfortunately I can't cancel my contract without penalty until April 2018. Would not recommend.
- Location
-
- Location
- Luton
- Reviewing
- Zen
- Date
- 2017-07-27
- Comments
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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
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- Location
- Todmorden
- Reviewing
- Zen
- Date
- 2017-07-21
- Comments
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I chose Zen as they appeared to have good reviews on local websites. However, their provision is beyond bad. We have unlimited fibre but it is pointless as the speeds are so slow it makes all but the most basic Internet browsing impossible. The one thing they have given me is a new found ability to live life without TV,or much use of the net. Our contract is up in december and we will be leaving. They have never offered an apology or tried to really 'fix' our problem, but continue to take £48 (yes you heard correct) per month off us for the privilege of zero Internet. BUYER BEWARE!
- Location
-
- Location
- Birmingham
- Reviewing
- Zen
- Date
- 2017-07-04
- Comments
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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
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- Location
- Luton
- Reviewing
- Zen
- Date
- 2017-05-12
- Comments
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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
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- Location
- leeds
- Reviewing
- Zen
- Date
- 2017-05-03
- Comments
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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
- 2017-04-03
- Comments
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Miserably slow. At the very, very bottom of speedtests and amongst the slowest in the world.. yes thats right the world. They have better ISPs in Syria.
Test 1 = 0.02mb/sec
Test 2 = 0.24mb/sec
...and so slow even the Speedtest on this site won't load.
Avoid completely.
- Location
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- Location
- Kent CT6
- Reviewing
- Zen
- Date
- 2017-03-15
- Comments
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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
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- Location
- North London N1
- Reviewing
- Zen
- Date
- 2017-02-06
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2017-02-05
- Comments
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Zen Fibre is a SCAM. Avoid at all cost. I have been a client of Zen for the last 3 years. I upgraded to fibre and it has been a disaster. Speed is down to 10 Mb/s. I am told by Zen technical advice staff that is a wireless problem but I am using the 2 routers provided by ZEN. total rubbish. Ofcom should take good note and sanction these dishonest companies and protect consumers. WHICH should not recommend ZEN.
- Location
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- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2017-01-10
- Comments
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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
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- Location
- Overton, Hampshire
- Reviewing
- Zen
- Date
- 2017-01-06
- Comments
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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
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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
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- Location
- Billericay
- Reviewing
- Zen
- Date
- 2016-11-01
- Comments
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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
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- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2016-10-06
- Comments
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Terrible - originally they were great but now I think they must have been taken over because they are now just as appalling as all the rest. Customer service is the usual press this for that and then you are transferred to countless people where you have to repeat your name address multiple times.
- Location
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- Location
- Southampton
- Reviewing
- Zen
- Date
- 2016-09-21
- Comments
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A truly terrible experience so far migrating from Sky. My Sky broadband was cut off last Thursday without any warning. Zen was meant to connect me last Monday. They didn't 'because of the recent bad weather.' They told me I'd be connected today. I haven't been. I need an internet connection as I work remotely. This is seriously poor service.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2016-08-23
- Comments
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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
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- Location
- Scarborough
- Reviewing
- Zen
- Date
- 2016-07-03
- Comments
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THE best telecoms company I have ever used! Customer service is excellent ... you get through to somebody straight away; a person that you can understand and who gives you their full name, not a made up one they can hide behind when things go wrong! If BT, SKY, Plusnet etc cared at all about their customers they would do copy what ZEN do.
- Location
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- Location
- Ruislip
- Reviewing
- Zen
- Date
- 2016-05-15
- Comments
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My internet service provided by Zen has been unsatisfactory for over a year. Very slow during the week and unusable for long periods at the weekend when traffic is presumably high for domestic users. At the same time I have been able to use the BT internet service (copper wires) provided by my wife's company using a router which is positioned in our house just a couple of feet from the Zen router. Last year I spent about 7 hours on the phone to Zen tech support when their service (but not the BT service) stopped working completely. One day this problem mysteriously disappeared and they never bothered to explain to me what the problem was but I am sure it was at their end as the problem eventually got resolved without me trying anything new. As a last attempt to solve the ongoing slow internet problem I bought a new top of the range Zyxel router and upgraded to their fibre service. This has made no difference, the service in the week is no where near the speed I have been quoted (it is normally around 5.5mbps) and it has again become unusable at the weekend I am having to use my wife's BT service to make this entry. I only use the internet for email and visiting web sites and occasional downloads of documents but the service is not fast enough even to support this. Finally, after over a year of problems, Zen offered to carry out some diagnostic tests on the BT line they use and were quick to point point out that I may have to pay for this in some circumstances. Some way to treat a customer of 10 years standing who has received a lousy service from ZEN, including unsatisfactory internet for over a year. My impression is that this company is going downhill and although they do employ polite technical assistants to help customers, they lack the drive and motivation and perhaps expertise to sort out problems experienced by customers.
- Location
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- Location
- Kent
- Reviewing
- Zen
- Date
- 2016-04-30
- Comments
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I've been with Zen for quite a while and have experience both traditional broadband and FTTC including an upgrade. I've never had a problem with their service and on the odd occasion when the "internet" has gone down they have always helped me to locate the problem, which is invariably at my end. Would not hesitate to recommend them.
- Location
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- Location
- Pevensey
- Reviewing
- Zen
- Date
- 2016-02-15
- Comments
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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
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- Location
- Essex
- Reviewing
- Zen
- Date
- 2016-01-06
- Comments
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Signed up for Broadband on the 16th Dec. 2015 The service was never activated, waited until 6th Jan 2016 and then closed my account.
Stay well clear of this company.
- Location
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- Location
- Manchester
- Reviewing
- Zen
- Date
- 2016-01-05
- Comments
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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
- Chesterfield
- Reviewing
- Zen
- Date
- 2016-01-03
- Comments
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I have now been with Zen for many years, since moving from the hell that was Tiscali.
I have only ever had to call Customer support once with an issue and that turned out to be a faulty Router at my end........no Indian call centres with Zen, super reliability and speeds.
I even got an email from Zen before Christmas, to inform me that there was a cheaper plan than the one I was on, I duly clicked the link and was on the cheaper plan within 24 hours (not many companies do that)
Glad I moved to Zen, not the cheapest but THE BEST.
- Location
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- Location
- Glasgow
- Reviewing
- Zen
- Date
- 2015-12-21
- Comments
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Great service. Extremely easy setup. Faster downloads speeds(double that of BT) and based in the UK. Happy customer.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2015-12-01
- Location
-
- Location
- Windsor
- Reviewing
- Zen
- Date
- 2015-11-04
- Comments
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I had zen broadband service for nearly 3 weeks into a 12 month contract. Then Monday the 2nd of November came and no internet. For some very bizarre reason our phone line had been cut off from the exchange through no fault of our own at all. So I phoned zen and what seemed to happen from 4 or 5 lengthy phone calls is that my phone line had been cut off so they cancelled my contract- stone dead! So after 3 weeks of use I had no option but to pay zen £357 to end my contract. YES YOU HEARD THAT RIGHT. Cannot believe that I bought this on recommendation from which! Magazine . Daylight thieving robbing lot I will be in contact with which to find out what I can do!! Iv now read more into your reviews and am now realising that you tell other CUSTOMERS that there telephone line has "ceased" also BUYER BEWARE
- Location
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- Location
- STIRLING
- Reviewing
- Zen
- Date
- 2015-09-13
- Comments
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I've been with ZEN for almost a year and am very pleased with their service, in all departments.I switched to fibre nine months ago, the transition was made very easy by their knowledgeable technical staff (UK based). Zen are my sixth ISP, over 15 years, and I really cannot see me ever needing to change again. Fast and very reliable with great support, if you ever need it.
- Location
-
- Location
- Beds
- Reviewing
- Zen
- Date
- 2015-06-30
- Comments
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Have been with Zen for 10 years+.
Can't fault them. Excellent customer service, excellent reliability, excellent speeds.
Also will quite happily cater for the more technical-minded customers who want to be able to adjust things like target SNR margins etc. No hassle, straight through to tech support who had it changed within minutes.
Keep up the good work.
- Location
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- Location
- Lancashire
- Reviewing
- Zen
- Date
- 2015-04-29
- Comments
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Have been waiting over 3 weeks to get my Broadband installed and have been messed around by the team at Zen. They tell me BT was the hold up and then someone else in the building gets it installed in 1 week. Then Zen say they can do it re book another appointment and guess what they still can't do it and blame it another problem. Have to say the worse comms company I have work with. If you thought BT were bad, just check these guys out.
- Location
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- Location
- Co Durham
- Reviewing
- Zen
- Date
- 2015-02-07
- Comments
-
I have been with ZEN a number of years now. I cannot fault them for their service or speed. Before I was with them I was frustrated at broadband dropping out etc etc. Zen customer service are great nothing is too much trouble for them.If I have a problem then it is sorted out quickly staff are friendly and knowledgeable.
Its not the cheapest but I need the reliability of the net for our business.
- Location
-
- Location
- oldham
- Reviewing
- Zen
- Date
- 2012-04-17
- Comments
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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
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.
Zen are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Zen.