204 Customer Reviews over 21 pages
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- Location
- Glasgow
- Reviewing
- Zen
- Date
- 2021-11-29
- Comments
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Really don't understand how this provider is recommended - we have had an awful time . Internet doesn't reach ground floor despite using Zen every room. Internet keeps dropping off in the middle of a movie. Have called technical support several times and nothing helps. Even went to the expense of buying an additional Orbi router and still unsatisfactory. Don't use Zen !!!
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2021-09-10
- Comments
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They've taken over two months and have still failed to hookup the fibre cable that was already in my property. I have been lied to about earlier engineer visits every time I've phoned them. I simply cannot believe how incompetent they have been.
- Location
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- Location
- Manchester
- Reviewing
- Zen
- Date
- 2021-09-06
- Comments
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I used to think Zen were excellent but having tried to cancel my service have found that their previous excellent customer care is no longer up to the same standard.
They are slow to reply to emails and things get dragged out. I initially contacted them about cancellation around a month ago and I'm still not sure if they've cancelled despite numerous emails and messages over Facebook and their contact form.
I don't think they're the company they once were which is a real shame.
- Location
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- Location
- Bournemouth
- Reviewing
- Zen
- Date
- 2021-08-20
- Comments
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They are the interface between myself and Openreach. I have had a fault since 13th July 2021 and FIVE Openreach visits have failed to eradicate the fault (let alone isolate the reason). The fault symptoms are starting to appear again. I understand that ZEN rely on Openreach, but equally, I understand that it is their obligation to liaise with Openreach. So. My serice is crap, but I cannot move ISP because the infrastructure will still be the same. I cannot move to FTTH because it isn't available here (wouldn't give VM the time of day !!!). So. I am stuck with an ISP who cannot sort the problem, and are resting on the laurels of the WHICH accolades.
- Location
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- Location
- Ipswich
- Reviewing
- Zen
- Date
- 2021-08-20
- Comments
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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
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- Location
- BRECON
- Reviewing
- Zen
- Date
- 2021-08-19
- Comments
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Had Zen for 10 days. First router failed after five days, new router failed after one day. Customer services went from good to stroppy and patronising. Also kept trying to blame Openreach. Accepted that the Fritzbox is a poor and fragile router but promised if we purchased one they recommend, they would pay for it. They then reneged on that too. Simply appalling.
- Location
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- Location
- Pickering
- Reviewing
- Zen
- Date
- 2021-07-20
- Comments
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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
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- Location
- London
- Reviewing
- Zen
- Date
- 2021-06-26
- Comments
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Fantastic broadband connection. Extremely reliable. Low latency times, average of 8ms. Excellent speeds at all times - normally get ~70Mbps. The package estimate is 72-73Mbps.
Cannot fault at this point.
Haven't had to use customer service yet.
Initial sales calls = a bit slow to answer, but perfectly friendly.
- Location
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- Location
- Freeland
- Reviewing
- Zen
- Date
- 2021-06-25
- Comments
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An engineer went above and beyond to help me get connected. There was a mix up originally as I was moving into a new build and I was told it could be installed remotely so the installation date was prior to my moving date but that didn't matter. The engineer did what he could without visiting the property and talked me through what to do when I actually moved in. He also tried to re-arrange his schedules to ensure I was dealt with as priority. Very pleased with his efforts to help me
- Location
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- Location
- West Yorkshire
- Reviewing
- Zen
- Date
- 2021-06-25
- Comments
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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
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