204 Customer Reviews over 6 pages

• Reviewer

  Peter

  Location

  Chertsey

  Reviewing

  Zen

  Date

  2020-07-22

  Comments

  Customer service is worse than useless.
  They don’t call back when they say they will.
  When you talk to technical support you get someone different each time, and they go through the same routine as the previous call, so there is no progression on rectifying the defect.
  Very poor service and not worth the money.

• Reviewer

  Christine

  Location

  London

  Reviewing

  Zen

  Date

  2023-06-04

  Comments

  Zen customer service is appalling.
  
  After having to wait for 3.5 months after signing up for Zen full fiber, the installation failed. The Openreach engineer and the Zen technicians knew that the line did not work. Nonetheless, we were cut off from our previous supplier on the same day despite being assured prior to installation that the transition would be seamless.
  
  The Openreach engineer said the router was at fault, but despite our desperate pleas the technical staff refused to send one by next day delivery. It took 6 days to arrive delaying any possible solution, and as no information was sent on the delivery date so we had to stay in case we missed a delivery.
  
  We have been without internet for over 4 weeks. No one person would take responsibility for progressing the case and monitoring the outcome and not a single member of Zen staff has bothered to attend this site despite their failure to provide a service. Instead, we were advised variously to get help from Customer services, Customer experiences, and Cancellations, but were always referred to the technical department.
  
  This entailed hours queuing, getting a different technician each time who rarely read the notes, and going over the same failed diagnostic routine again and again. Calls were cut off and technicians failed to ring back. The process of crouching down in a dark corner plugging and unplugging etc. was exhausting and left us with severe back pain.
  
  Technicians also variously advised us to get ourselves a laptop with an Ethernet connection and do more tests; contact Openreach and Plusnet to ask them to sort it out. We did, but Plusnet cannot act while we have a contract with Zen. Openreach said there was no problem with the line and referred us to their website, which of course we couldn’t access.
  
  The final straw was when, after much pleading Zen, agreed to send an engineer. We stayed home again all day, no one turned up or contacted us to cancel the appointment. A phone message sent in the evening contained no apology, saying a visit was unnecessary, and to get in touch with technical staff to try the diagnostic process again.
  
  By then we had lost all trust in Zen and wanted to cancel the contract, but they refused to do so unless we went over the diagnostic process again.
  
  An email detailing all the shortcomings we have experienced was rejected and eventually went into a long complaints process. We have yet to receive any explanation as to why the installation failed or indeed an apology for the anxiety and inconvenience caused. No one appears to appreciate the severe impact on life and work, and the overall attitude is that we were being unreasonable. They refuse to acknowledge that anything is wrong with their customer service.
  
  Zen is now holding us hostage by refusing to cancel the contract and send confirmation so that Plusnet can reopen the line with us unless we pay the full cost of the contract. That is almost £700 for a service that we have never received. Even then, they will not release the service until 16th June, a total of 5 weeks since they cut us off from the internet.
  
  This is extortion of the worse kind. They referred us to the contract that protects Zen from any liability arising from almost any service failure. In short, this is an unreasonable contract: customers have virtually no rights. However, a term of a contract to supply services is not binding on the consumer to the extent that it would exclude the trader's liability arising under section 49 (service to be performed with reasonable care and skill). CPA 2915 sections 49-57.

• Reviewer

  sally

  Location

  PONTYCLUN

  Reviewing

  Zen

  Date

  2017-10-05

  Comments

  Rubbish everything!! Had trouble from start to finish, it was only when I said I wanted to cease service that they mentioned they had replaced the hub as it was not up to standard..why didn't I get a new one then???

• Reviewer

  Neil Litten

  Location

  London

  Reviewing

  Zen

  Date

  2015-12-01

  Comments

  Attempted to migrate my broadband to Zen to get a static IP address. I must say they are one of the most inept companies it has been my misfortune to deal with. Cancelled the migration which they confirmed, but they still took the service from BT. After 3 weeks of chaos finally back with BT who come out of this looking like the good guys which takes some doing on Zen's part. Will never deal with Zen again on any level, useless and incompetent.

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