204 Customer Reviews over 6 pages
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- Location
- Bristol
- Reviewing
- Zen
- Date
- 2019-04-11
- Comments
-
Terrible speeds. 1mb average a night when advertised at 20mb. They boast having good tech support but they were unable to fix my problem. This took several months.
Very poor customer service and embarrassingly dated web portal.
Incredibly expensive. £27+ a month! They will not let me cancel contract without charging me.
They were good once but now are absolute overpriced garbage.
- 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
- 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
- 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
- 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
- Glasgow
- Reviewing
- Zen
- Date
- 2024-01-17
- Comments
-
Shocking experience ive had so far with zen broadband. First off watch yourself with there “cooling off period” chances are you wont receive the product live and ready to use until day 15, now what they are doing is holding customers ransom regardless of how good or bad there connection is. Like all other providers they start the 14 day cooling off when your services go LIVE so beware off these scammers. I was told i would get a 10/15 ping connection from glasgow to london, turned out to be 22, i then try connect to servers in glasgow which is 12 miles from me and get a 27 ping connection. Absolute rotten company.
- 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
- 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
- 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
- Hertfordshire
- Reviewing
- Zen
- Date
- 2020-11-10
- Comments
-
I 10 months later and I am still awaiting our business ethernet connection from Zen. It is a hopeless experience. They cannot get a grip of my order and deliver the service to save their lives, always blaming Openreach and forgetting that I am their customer who has paid them for a leased line. My business is especially suffering during the lockdown by the lack of connectivity to/from our office.
If you are a business customer, I strongly suggest steering well clear of Zen.
- Location
-
- Location
- Reviewing
- Zen
- Date
- 2021-05-08
- Comments
-
Worst customer service ever, absolutely useless advisors who don’t know what they’re doing. On top of that they have the cheek to flirt with my husband, disgusting and unprofessional behaviour. Stick to the big guns like BT, Virgin etc. At least you know what you’re getting and won’t be talking to dodgy women on the other end.
- 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
- Brecon
- Reviewing
- Zen
- Date
- 2020-12-05
- Comments
-
Three weeks ago our landline telephone stopped working, together with the broadband service. Last week we were told BT issues meant that it may remain unfixed until the middle of January 2021. We have had to chase Zen Customer Services for updates from the very beginning. We’ve been very patient up until now, but two months to restore even a basic level of service seems extraordinary in 2020. We live in a rural area with poor cellphone coverage, and here we are in December having to go out into the garden to make a phone call. Zen seems to have no way to get the repair expedited, and the Customer Services Department seems to have little interest in either keeping us appraised of progress us or suggesting an interim solution. Very shabby all round.
- 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
- Cambridge
- Reviewing
- Zen
- Date
- 2022-03-01
- Comments
-
AVOID! Appalling customer service, support emails go unanswered, support requests not handled correctly. AN APPALLING COMPANY BADLY RUN.
- 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
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
-
Absolutely godawful. Don't believe what they say about their customer service - we've been treated like mugs, told off for complaining about glacially awful (and very expensive) service (upload speeds are such that it takes an entire day to send a 30MB file). Avoid.
- 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
- Cambridge
- Reviewing
- Zen
- Date
- 2016-10-06
- Comments
-
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
-
- 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
- redditch
- Reviewing
- Zen
- Date
- 2023-10-04
- Comments
-
peak times speed drops from gigabit to 20mbps, customer service not interested, leaving
- 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
- Hampshire
- Reviewing
- Zen
- Date
- 2022-05-04
- Comments
-
I moved house and realised that I could get a faster, cheaper service in my area. I tried to cancel my zen internet. Even though the service hadn't gone live yet, I was told they'd signed me up to a new contract without telling me and now have to wait 12 months to leave. Thoroughly unimpressed with the customer service.
- 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
- London
- Reviewing
- Zen
- Date
- 2017-04-03
- Comments
-
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
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
-
Since we hired this account around 2 months ago Internet never works properly experiencing up and downs or not Internet at all. We hired this company because the good reviews but I don't know they got so many reviews when customer service do nothing to help us with our issue. We are paying a bit more to get a good adsl but seems not worth the money.
- 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
- Berkshire
- Reviewing
- Zen
- Date
- 2023-07-29
- Comments
-
Zen used to be fantastic. Sure you paid a bit more but you got your moneys worth.
In the last year though it’s gotten awful. We’ve had a fault on our connection causing high latency for over a month. At first Zen told me the router was faulty so they sent a new one. That didn’t fix it so they said it must be the WiFi and I needed to go through every single device connected to it and do some troubleshooting. I didn’t fancy doing that so I just connected everything to a cheap 4G router to see if the fault remained. It didn’t so it couldn’t be a device on my network causing an issue. When i called in to report that they tell me it’s an issue at the local exchange effecting the whole atea and Openreach will be out to fix it. Whatever fix they did didn’t last long as the fault has reoccurred. I call up zen to tell them this and lo and behold they want to send me a new router or blame the WiFi when literally a week ago the EXACT same problems with the EXACT same symptoms were due to a fault in the exchange. It’s exasperating. They are on very thin ice. I’m one more bad tech support call away from moving to a different provider.
- 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
- London
- Reviewing
- Zen
- Date
- 2023-12-04
- Comments
-
A customer service experience—Extremely rude and lacked empathy.
I took 12 months contracts with them. There wireless modem had range only within the room. So took 12 month contract extra and paid for Internet every room for which I was told that I have to pay only for 12 months to cover the cost of equipments.
Once 12 months passed they are still charging every month and when I tried to contact there simple answere to cancel the service and not return the extra money they have charged. Pathetic services and behaviour.
- 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
- 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
- Ipswich
- Reviewing
- Zen
- Date
- 2021-08-20
- Comments
-
I have been a Zen Internet customer since 2004 and never had reason to doubt or complain. However, I recently switched over to the Fibre 900+ service after being informed it was now available. In short, it is not and Zen have not kept me updated on when it is likely the Fibre 900+ service will resume. I used to think this ISP were the best but now I'm not so sure!
- Location
-
- Location
- Lancashire
- Reviewing
- Zen
- Date
- 2015-04-29
- Comments
-
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
-
- Location
- Leicester
- Reviewing
- Zen
- Date
- 2024-03-16
- Comments
-
This service is awful, they are unable to activate my service after installation from city fibre. They have asked me to wait 24 hours every day for two weeks and still appear no closer to solving the connection problem. The customer service has been unhelpful and have provided no information into the nature of the issue.
- Location
-
- Location
- Ipswich
- Reviewing
- Zen
- Date
- 2021-03-16
- Comments
-
Simply put this is the worst broadband provider in the UK.
My internet stopped working, so i called the technical support team. There advice was, "try turning it off and on again." Then they said I'd need to agree to be liable pay up to £160 for an engineer to come to my house. When I didn't agree they told me I needed to speak to their loyalty team, the loyalty team then told me I needed to speak to their technical team.
I've been without internet for 5 days, and their complaints policy states that a team leader will contact you within 2 hours, and that a department manager will contact you within 1 day, yet i've had contact from neither.
- Location
-
- Location
- Lee-on-the-Solent
- Reviewing
- Zen
- Date
- 2024-02-15
- Comments
-
They have 'upgraded' the Internet in our housing estate and as a consequence we have no Internet or phone, what a load of rubbish they are, no warning, nothing. I will be switching to another provider tomorrow.
- 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
- London
- Reviewing
- Zen
- Date
- 2017-10-17
- Location
-
- Location
- North London N1
- Reviewing
- Zen
- Date
- 2017-02-06
- 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.