204 Customer Reviews over 6 pages
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- Location
- Powys
- Reviewing
- Zen
- Date
- 2017-12-15
- Comments
-
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
- Preston, Lancs
- Reviewing
- Zen
- Date
- 2018-10-20
- Comments
-
I have been a Virgin Media customer for broadband for nearly 10 years, and a BT customer for landline for 35 years. Both are expensive, and the wireless performance of Virgin's 'Super-Hub 3' router, is anything but super. Virgin refused to accede to my request for a reduction in their latest annual "much-more-than-inflation" price increase, so I began to look for an alternative, and mentioned it to various friends. To my surprise, Zen, a 'local' (NW England) firm was very highly recommended by two friends - particularly in respect of service quality. I did some research, top-notch service being my my highest priority, followed by price. I must admit that Virgin have been pretty good at service, but the reviews of Zen are outstanding. When I used Zen's website to find out how much a combined landline/broadband contact would be, I found to my amazement that I would save £25 per month in the first year and £18 in the second year. Virgin had regularly offered to provide me with a dual service, but this would have meant another cable coming into my house, which I didn't want. Being a retired IT person, I phoned Zen's Technical Dept. to ask them various questions, and was impressed by the replies I received - technically savvy, polite, friendly and quick. My Virgin cable broadband achieved 90Mb/sec download speeds on speed-check apps, but I never got anywhere near this in real life - obviously the speed of routers which are negotiated in getting data to me can adversely affect everyday speeds. By switching to Zen Fibre, I now get 40MB/sec, and HAVE NOT NOTICED ANY PRACTICAL DIFFERENCE from Virgin in day-to-day use. The Zen router's wi-fi is in an entirely different league to Virgin's - I can now stream to my TV without any problems. The Zen router (a Fritz!Box) arrived when promised and is pre-set - all I had to do was plug it in, connect the leads and everything worked first time with no problems. My landline has just swapped to Zen - again, no problems at all. It will take a few weeks to get the BT and Virgin DD's sorted, with refunds and so-on, but I am relaxed about that. So, this long review is, intentionally, just about as positive as I can make it.
- Location
-
- Location
- Prestwood
- Reviewing
- Zen
- Date
- 2021-06-22
- Comments
-
Utter rubbish promised like 10 or 20 but get 0.005 absolute scam
- Location
-
- Location
- redditch
- Reviewing
- Zen
- Date
- 2023-10-04
- Comments
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peak times speed drops from gigabit to 20mbps, customer service not interested, leaving
- Location
-
- Location
- Rossendale
- Reviewing
- Zen
- Date
- 2017-11-28
- Comments
-
Amazing!!! We live on a hillside & have always struggled with broadband speed. Tried BT, Plusnet, TalkTalk, back to BT etc. It's been a total nightmare for the last 5 years, until we switched to Zen. Previous max speed has not gone above 2 megabytes. It's been impossible to watch Iplayer without major buffering issues, constantly had to call out the engineers. With Zen, we get between 11 - 12 megs & it's like being in a new, modern world!!! HWe've had Zen for about 2 months now & not had one single problem - ever! I really cannot recommend them highly enough - I guess it must be down to the amazing router they supply.
- Location
-
- Location
- Ruislip
- Reviewing
- Zen
- Date
- 2016-05-15
- Comments
-
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
-
- Location
- S. Wales
- Reviewing
- Zen
- Date
- 2023-07-30
- Comments
-
since my recent change to 100mb and a new router, everything is hunky dory.
A few hiccups over the years, but still the best broadband provider of them all!
- Location
-
- Location
- Scarborough
- Reviewing
- Zen
- Date
- 2016-07-03
- Comments
-
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
-
- Location
- Scotland
- Reviewing
- Zen
- Date
- 2020-09-20
- Comments
-
I have been with Zen roughly when they started up I have never had a problem with them and yes they are a bit more expensive but you only get what you pay for.
- Location
-
- Location
- Sheffield
- Reviewing
- Zen
- Date
- 2020-08-20
- Comments
-
Went to Zen after another well-known supplier kept raising their prices. We joined something called 'The Big Switch' (which has transitioned into 'Look After My Bills'). As part of that they put out a collective bargaining and offered a great deal with Zen. Had never heard of them at the time, so asked my friends on Facebook and got positive feedback. Not long into the contract the speed dropped and it's been terrible ever since - I often hotspot my phone and use 4G as it's better!
The router looks like something out of the 90s, and although located in the front room reaches the loft room ok, although the back bedrooms can be intermittent.
I filled out a survey about the poor speed and Zen proactively contacted me, to their credit. Since then, however, I just get passed from person to person. If don't respond to their emails within a day I get hounded by the technical staff, yet they take best part of a week to respond to mine. They claim to phone and leave messages, yet this has only happened once - today the same, yet my phone has been beside me and not rung all day! To rectify the 'fault' (which one person tells me is external to my property, another tells me it's on my property) I have to agree to 'potential charges' when I've been paying for over a year for substandard broadband. My advice? Avoid these and go with a larger reputable company that has the 'Oomph' to get things done when they need doing.
- Location
-
- Location
- South Warnborough
- Reviewing
- Zen
- Date
- 2017-12-12
- Comments
-
Been with Zen off and on for many years in various houses and the service is very stable compared to when BT provided it. I've not had to contact Zen for a while but when I have they have resolved any issues very quickly. Costs more than the cheaper bundles but you get what you pay for. Keep it up Zen!
- Location
-
- Location
- South Woodham Ferrers
- Reviewing
- Zen
- Date
- 2019-04-05
- Comments
-
Top marks, excellent provider the fibre works anytime of the day and always at top speed the router is the best I’ve had more powerful than some very expensive purchases.
One happy customers
- Location
-
- Location
- Southampton
- Reviewing
- Zen
- Date
- 2016-09-21
- Comments
-
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
-
- Location
- Southampton
- Reviewing
- Zen
- Date
- 2017-10-05
- Comments
-
I have been with Zen for 9 months now, it has been a solid , reliable connection (fibre 2) running at speeds that are quicker than my former BT broadband.
I have used the customer services twice and both time they have come up trumps(faulty cable and a router reset that went wrong), its good to get a uk call centre that answers the phone quickly!
The changeover from BT went supersmooth. These are not the cheapest ISP I have had but to date they have been the best..
- Location
-
- Location
- Southampton
- Reviewing
- Zen
- Date
- 2018-03-22
- Comments
-
We have been with Zen for many years and they used to be very good. For the last 12 months the service has been useless and almost unusable.
Speed test today: 1.23 Mbps download, and 0.36 Mbps upload.
- Location
-
- Location
- 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
- Southend-on-Sea
- Reviewing
- Zen
- Date
- 2018-10-02
- Comments
-
Moved address in July, asked to move over fibre optics service. Advisor told me they would need to check if fibre is available after £70 line rental instalation. Begrudgingly agreed, wasn’t aware that once they installed the line and realised they couldn’t run fibre optics, would only offer ADSL which i never wanted. Went with Zen for fibre. Could have gone with Virgin Media who previously cancelled my early termination charges as they was unable to contunue provinding fibre optics service. Zen charge me a total of £250 to cancel early, was totally not negotiable and failed to meet any deadlines of call back and a lot of the time not call back at all. When i finally got through i was repeatedly told “we have systems in place which mean we can’t do anything about the charges”. I’m rating 1 star as paid for a service i was no longer using. Therefore, meets minimum score in all areas.
- Location
-
- Location
- Spaxton
- Reviewing
- Zen
- Date
- 2019-02-21
- Comments
-
We moved to ZEN,after trying AOL,Tiscali,TalkTalk(The worst ISP!),and
Plusnet(BT Group!).
I have been checking review sites for years,to try to find a decent ISP provider,and recently deceided to go to ZEN,as Plusnet contract had finished.
Plusnet are always telling you how great they are yet they forget to tell you they are a BT Group company!
I contacted BT years back,to say that I will never ever go to BT again,and then joined Plusnet,and found out they are BT!
I signed-up for up to 66MBs,yet only got 40MBs,so got them to reduce bill.
Service has gone down numerous times,and their customer service is up and down.
Compare this to ZEN,which gave me a speed of 77MBs,and 19MBs upload,before I signed-up,and I get it!!!
Their customer service has been awesome both times,and they have been really quick to answer,as well as efficient.
The first time,I rang after I had connected up to their service,to get the dodgy Wi-Fi deactivated,as I use cables,and the second to add a service.
Both time's they were very friendly,and actually knew what they were doing,too!
We have had no issues,and speed has been 100% reliable,too.
They have been by far the best ISP,and
they are providing the service,we want.
They are more expensive,but I don't put cost first!
Life is about choices,and I drive a V8
American car,and eat organic,too!
- Location
-
- Location
- STIRLING
- Reviewing
- Zen
- Date
- 2015-09-13
- Comments
-
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
- Stirlingshire
- Reviewing
- Zen
- Date
- 2017-08-28
- Comments
-
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
- 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
- Sussex
- Reviewing
- Zen
- Date
- 2021-01-28
- Comments
-
JUST PERFECT..!! Fast totally reliable...includes all services...get the best forget the rest...
- Location
-
- Location
- SW London
- Reviewing
- Zen
- Date
- 2019-10-02
- Comments
-
Terrible. We've hardly had stable internet for more than a week. Support is non existent. We are paying handsomely for superfast broadband. We are getting nothing like what was promised. Just terrible.
- Location
-
- Location
- Telford
- Reviewing
- Zen
- Date
- 2023-02-18
- Comments
-
I've been with Zen for two years after three years with Virgin Media.
The Zen help desk is very good. They answered my calls in around ten minutes, and then I got someone based up north to answer my queries in a very friendly manner. Very different to some other providers.
They also provide an excellent router (Fritzbox £255 on Amazon) that has never failed to provide my WiFi all around the home. I have also plugged a hard drive into it, giving me a single-drive NAS.
My WiFi was constantly dropping out with Virgin Media (cable supply, too), which I understand was mainly due to them supplying inferior routers.
My town is about to get superfast broadband, and I'm hoping Zen will be a provider.
I've been on the internet for decades, with many different providers, some now long gone. I have to say, although not perfect - is there such a provider? - Zen is the best I have had.
- 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
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- Location
- Todmorden
- Reviewing
- Zen
- Date
- 2017-07-21
- Comments
-
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
- Tooting Bec
- Reviewing
- Zen
- Date
- 2021-04-30
- Comments
-
I don’t understand where all the good reviews come from. The broadband has been having reliability issues for months and these issues have intensified in recent days. Instead of sorting out the problem – which appears to be a faulty router – they are dragging on with endless checks and temporary fixes. They have also said that I may have to pay a technician to attend my flat, hoping to stop me from asking for a router replacement/quick turnaroud. This is disgusting, considering that I am paying for a service that is not delivered. I am very dissatisfied: I have switched despite being one of the most expensive providers, with the hope of a smooth service. Instead, my broadband works intermittently and customer service is unhelpful.
- Location
-
- Location
- Towcester
- Reviewing
- Zen
- Date
- 2023-12-10
- Comments
-
Worst broadband provider doesn't care. don't give you 13 days cooling off period. would never trust them and customer service needs.to improve and the service the rules of zen are not following the rules of the government guidelines and breaking the contract with the department of working pensions. And breaking the code of practice will Never trust them and the sooner I get rid of them the better and get on a cheaper broadband provider who is well known and reliable.
I asked to cancel, and I was told i was in contract before I had gone active with Zen and by law you can't have two broadband providers at the same house landline. as open openreach will not alow it
- Location
-
- Location
- Towcester
- Reviewing
- Zen
- Date
- 2023-12-16
- Comments
-
Avoid them as they don't reply to emails,
Only work Monday to Friday 9 to 5pm in the call centre don't recommend them to anyone and when I've spoke to people they have said there dreadful in the service ,
The only way to get through to them is Send letters in the post as they have to read them as they can't avoid the postage letter,
There holding me to cancellation fees when I'm in my cooling off period of £613.13 of which I refuse to pay
- Location
-
- Location
- 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
- Truro
- Reviewing
- Zen
- Date
- 2018-04-08
- Comments
-
I switched to Zen in mid February as I was fed up with BT price hike. Since the 2 week cooling off period ended, every weekend we have had constant losses to our connection at peak times. Zen keep saying that there is interference on the line, even though drop outs only happen at weekends. I would not recommend them and will go back to BT next year.
- Location
-
- Location
- Truro
- Reviewing
- Zen
- Date
- 2019-06-05
- Comments
-
Hi, Needed to upgrade my current broadband to Fibre to the Premises (FTTP) and was unable to do so with my current provider. Was limited to who I could switch to , but having used Zen Internet in the past, this seemed an easy decision. (Sorry BT you are still more expensive!)
Called Zen sales team on 29-May, decided on the package & within one week BT OpenReach had installed new fibre line to my property and I am now using Zen's supplied Fritz!Box router and getting 69Mbs download/ 18Mbs upload. Very happy customer!
- Location
-
- Location
- UK
- Reviewing
- Zen
- Date
- 2019-03-20
- Comments
-
Expensive, slow speeds, poor customer service, very dated web interface.
Was told Fibre wasn't available when moving house and they put me onto a broadband contract for 1 year. After checking sometime after Fibre is available but through other providers.
Rather than roll my contract over when moving house they started new contract locking me into it.
My new Broadband connection was under 2mb download most evenings. I was promised 20mb. Worked with tech support for almost a month and did not find a solution.Gave up.
The web portal for managing your services and account is extremely dated.
Rude customer service on phone. On one occasion the lady ended up saying "I cant help you mate".
They advertise themselves as putting customers first but clearly this isnt the case anymore. Avoid.
- Location
-
- Location
- UK
- Reviewing
- Zen
- Date
- 2018-12-14
- Comments
-
Extremely Disappointing - Avoid!
Zen are very expensive so I wrongly assumed we would get a much better service than we did from Sky. Zen’s service speeds are even slower.
Since the very beginning we have had problems with Zen Internet.
We are getting nowhere near the Typical download speed they advertised. They still won’t let us change providers without huge early termination charges despite speeds that are much slower than promised.
Save yourself loads of hassle and avoid Zen Internet!
- 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
- UK
- Reviewing
- Zen
- Date
- 2017-10-05
- Comments
-
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
- Wales
- Reviewing
- Zen
- Date
- 2023-07-12
- Comments
-
Horrendous service! We live in a 2 bedroom detached house, very small house and only have wifi in 2 of the rooms, sometimes in teh one directly about the router. Have had to use 4G instead most the time! They said they couldn't help it wasn't part of the contract and then charged me £200 for leaving after I had been with them for 2 years
- Location
-
- Location
- Walsall
- Reviewing
- Zen
- Date
- 2017-09-20
- Comments
-
Strange how the reviews are either fantastic or dire! We moved from Talk Talk because they positively lied to us about the reasons for our poor speeds and intermittent availability. Zen took over the line and with some great support from their call centre have resolved the intermittency issues and stabilized the speed at a quite acceptable 6Mb (we are not on fibre). We have found the support to be first rate, the information given to be realistic and honest and the solutions practical. They don't provide a great deal of whistles and bells but do provide solid service. Our opinion is that they do deserve their position as one of the better suppliers certainly after our experience of some of the others in the market.
- Location
-
- Location
- Warrington
- Reviewing
- Zen
- Date
- 2023-02-14
- Comments
-
Long...long..ling time customer of Zen.
Always had outstanding service, amazing customer services dept.
They are a provider that requires a bit more 'tech savvy' user.
If nothing else, the reviews here are an excellent example of why some people shouldn't be on the net, or use Zen, go for a 'hand holding, money grabbing' provider instead!
Openreach are the core network provider for the UK..they AREN'T some sort of contractor for Zen.
Blaming Zen for core issues is the equivalent of Blaming Ford, Vauxhall, BMW for potholes, road lighting and roadworks, utter stupidity.
They have absolutely NO CONTROL over Openreach's behaviour.
If they worked in IT, they might actually grasp what it is like relying on a provider and their sub contractors.
Oh, and the engineer who calls ISN'T from Zen, they are from Openreach, and may even be a sub-contracing cable puller at that!
- Location
-
- Location
- West Yorkshire
- Reviewing
- Zen
- Date
- 2021-06-25
- Comments
-
I have been with Zen for 20 years. They have always provided excellent service and support. Customer service is expert but able to explain clearly and simply. I have had occasional transition problems to new gear. Technical people have always given all the time necessary to ensure I end up sorted. I would be impatient with me sometimes. They never are. The price is excellent too.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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