Zen Broadband Reviews
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Zen.
Overall Customer Ratings for Zen
- Satisfaction
- Customer Service
- Speed
- Reliability
Based on 3740 customer ratings since 2009-04-07 (Show recent ratings)
Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
135 Customer Reviews for Zen
| Reviewer | Location | Reviewing | Date | Ratings |
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JUST PERFECT..!! Fast totally reliable...includes all services...get the best forget the rest... |
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| greg holliday | Sussex | Zen | 2021-01-28 | |
Spot on stnadard of service and great technical support. |
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| Paul Langdon | Dorset | Zen | 2020-12-08 | |
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. |
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| Jackie | Brecon | Zen | 2020-12-05 | |
I've just booked the 4th engineer visit in a month. Internet is intermittent which makes working from home impossible. case number 01608109 |
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| Jacob Nelson | Newquay | Zen | 2020-12-04 | |
After a awful lot of trouble with BT infinity dropping out every day for 1 to 2 hours coupled with bad customer service I decided to go with a new provider. After searching around for about three weeks I decided to go with Zen Internet. After all I was out of contract with BT. I decided to go and get ultimate fibre 2 with every room included. I placed my order on the 27th of October. I was provided with an activation date for the 10th of November. Four days prior to my activation date my equipment arrived. One times fritz Box 7530+1 times fritz repeater 3000. Due to Covid no engineer would be installing the equipment I had to do that myself. It was very easy to install the night before BT was to be switched off I just plugged everything in place by the next morning my Internet with a Zen wasn’t activated it went seamlessly. At the moment speeds are very good although it is explained that he can take some time to settle down we are happy with the speed we are getting now and that May improve even more overtime. Most of the communication with them has been done via email they are very prompt in sending information which was all easy to follow and understand. I am current getting speeds off Download 115.5Mbps Upload 55Mbps. Which for some people may not be amazing but for us that is amazing considering with BT as speeds were nowhere Near the speed we were paying for. The average speed we received with BT was 17.5Mbps download and 10.0 Mbps upload. This is very bad considering we was paying for 34 meg Internet. Zen Internet for us is the best Internet we can get in our area good customer service good reliability top speeds. There’s nothing more we could ask for. |
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| Wayne | Worcestershire | Zen | 2020-11-11 | |
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. |
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| Thomas | Hertfordshire | Zen | 2020-11-10 | |
you can not believe the issues we had with this company since we hired them. We can not leave zen because we had 1 year contract but in fact internet never worked properly. they always made quick fix and issue is back few hours or days later. if you leave a review on trustpilot they will report it in order to get it removed , and that is why they got only good reviews so PLEASE BE AWARE they not provided a good service, for us always being a nightmare and also when wanted to leave Zen a manager call us and told us we dont have to pay any fee as we made 15 claims of not working internet in 7 months of contract!!! more than 2 per month!! so they were agreed to not pay a penny but now all is different and they are claiming us 83 £ for ending our contract earlier!!! so we will make formal complaints seeing they said one day one thing and next day a different thing so be aware about that, we are living around Camden and not working on this area!!!!!!! |
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| mmx | London | Zen | 2020-11-03 | |
I came to Zen on the basis of other reviews and they have not let me down. The only problem I've had was with the faceplate on the master socket and this was dealt with efficiently. Despite COVID 19 delay warnings my call was answered within seconds. I have been with Zen for over a year and I would highly recommend them |
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| Diane Hill | Hampshire | Zen | 2020-10-10 | |
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. |
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| Vernon Bryant | Scotland | Zen | 2020-09-20 | |
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! |
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| Dave | Sheffield | Zen | 2020-08-20 | |
ZERO stars would be a more apt rating for this utterly diabolical company who offer diabolical tech support, endlessly send threatening emails if you are late paying your extortionate bill which is for a service totally unfit for purpose, useless tech support, I think these guys read from flow charts, they are a bunch of cowboys and amateurs, they blame your equipment to cover up for their total incompetence, endless price hikes, service got worse by the month, hideously slow speeds, and to top it all I complained and was brutally insulted by email by their top guy who was as vile and obnoxious as the bullying billing staff and arrogant amateur tech guys, I was glad to escape them I had 7 years of help with them and ID net who resell for them are just as bad. |
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| K Stevens | ORMSKIRK | Zen | 2020-08-17 | |
I was with Zen internet for a couple of years after hearing they were really good (and reading many good reviews. Unfortunately their so called great customer service was a real let down. A few years ago some work was badly done where the phone/internet lines come into the house and we started having problems with the internet. No matter how many times I called and explained this to Zen they refused to contact BT to send an engineer. So I changed to Virgin. We also had similar problems so I call then and they sent an engineer and a network team to the street two days later. It got fixed! I highly recommend Virgin, they actually give a damn about their customers. P.S: I pay a lot less now with Virgin too and my wifi now is constantly at 80+mbps |
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| Amanda | Oxford | Zen | 2020-08-13 | |
After using other ISPs I have now been with Zen for a few years and have no intention of switching. I have always found them reliable, easy to contact, helpful and with very professional customer support. They are now very competitively priced. |
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| Bill W. | Bath | Zen | 2020-07-29 | |
Customer service is worse than useless. |
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| Peter | Chertsey | Zen | 2020-07-22 | |
Overall it is average. Never got the advertised broadband speed. Usually fluctuates between 25-30mbps, while my neighbors are getting at least 48-50mbps. |
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| Sally | Greenwich | Zen | 2020-07-20 | |
Overall satisfied over the span of a year or so, reliability good, speed was probably at 40% compared to advertised(probably due to a poor infrastructure etc.), v. expensive but that was something i was welling to live with as i needed the reliability and that was absolutely fine. Where all came down to an end, in my case, was the customer service/support where i've raised a ticket for the fact that once i've moved home after 4days or so they were telling me a third company(Openreach) needs to be involved to be able to decommission the existing line here etc. After 12 days of chasing them i got pretty much the same answers when i've just decided to leave them as i can nit keep spending a fortune on mobile data for work and keep telling the bosses that "next day they'll fix it". |
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| George | Leamington Spa | Zen | 2020-07-07 | |
Excellent service from an ISP that allows extra functionality. |
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| Neil | Caerphilly | Zen | 2020-07-01 | |
Ben with Zen for years and I will never leave them as long as they carry on as they are. Great and personal service |
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| Alex Nairn | Woking | Zen | 2020-06-25 | |
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. |
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| Ross | London | Zen | 2020-05-29 | |
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. |
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| Francis | London | Zen | 2020-05-29 | |
Have been with Zen for well over 10 years now and have never had a problem, their service is faultless. |
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| Alex | Barnsley | Zen | 2020-05-18 | |
We run a very small charity that rehomes ex racing greyhounds. We took over the shop that supports the kennels last Oct 2019. Zen had already been installed in the shop by the previous trustees of the charity. We decided we could no longer afford internet and contacted Zen. They said as we were tied into them till March 2021 we could not leave the contract. So we lived with it. Now due to Corona Virus we have had to close the shop and therefore loose our income. Again I spoke to Zen and asked for a payment Holliday. Again I was told no. I asked, what would happen if we defaulted on our payments ( we don't have enough in the bank to pay for kennel fees and food after march) I was told they would pursue us through the court's. **** you, Zen |
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| Lynne Morrison | Moffat | Zen | 2020-04-03 | |
Not massively pleased with customer care from zen. Been without internet at home for a month, so was excited about my activation date for zen was last Tuesday. Been ringing them everyday since then, been told I’d be called back a few times for updates and only been phoned back once. |
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| Bsr1987 | Manchester | Zen | 2020-04-01 | |
Best ISP out there! |
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| Max Collins | Milton Keynes | Zen | 2020-03-17 | |
I have switched to Zen from TalkTalk nearly a year ago and I'm really glad I did!!! What a difference. Beaing with TalkTalk for a few years I had to reset my modem few times a week. Finally I had to replace their SuperRouter with my Netgear to prevent resetting every few days. With Zen's Fritz Box I didn't have to reset my router at all since I moved to Zen. Speed is concistent, no reason to fault it at all. I wouldn't move to other provider unless there is a someone else offering faster FTTP broadband to my location. Thank you Zen. |
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| Pav | Consett | Zen | 2020-03-15 | |
Very happy with Zen. Previously with BT and Plusnet. Plusnet was unreliable but Zen has been rock solid, fast, and the router has more features and better range than my BT smart hub 1. Also Zen promise no price increases. |
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| Fred Gray | London | Zen | 2020-02-26 | |
I called Sales on Saturday 08 Feb (@ 16:20), to discuss coming over to them from BT. Live chat wasn't available. |
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| Malloy | Chichester | Zen | 2020-02-08 | |
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 |
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| Ry Cleary | London | Zen | 2020-01-30 | |
I have been with Zen 12 years as they always amswer the phone and help me with any issues unlike the other companies who usually make you sit for hours on an answering machine, Cannot rate highly enough ! |
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| dironside | HIGH PEAK | Zen | 2020-01-28 | |
Mixed experiences would be as generous as I can be. The broadband speed I’ve enjoyed varies day-to-day from highs of close to 100Mb to, this evening, 2Mb. Have been on package since 2017, the cost of which to new customers is £9 per month less, yet my tariff has not been reduced, a clear contradiction of the spirit - and the letter - of Zen’s price promise. Very disappointing service from a provider that, for the first few months of the relationship, I couldn’t fault. |
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| Gordon | London | Zen | 2020-01-16 | |
We had massive ongoing problems with unstable internet connectivity that was driving us demented. Between Zen and ourselves and a LOT of effort from openreach we finally go the bl. thing sorted out. So theough perseverance we all got there in the end. |
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| Peter | London | Zen | 2019-12-05 | |
6 months in, I can't fault them for anything. Smooth process, great router (top of the line and awesome range), good speed and reliability (no dropouts ever!) for a reasonable price. |
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| G Matics | Leeds | Zen | 2019-12-04 | |
From being great 5 years plus ago, the service has gonE to same old tripe and poor support of other providers. |
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| Networked | uk | Zen | 2019-11-12 | |
Two contracts for two separate properties. Zen have charged a £20 connection fee for a rolling monthly contract which is advertised as 'no set up fee.' That basic broadband has been working. |
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| Maxine | Derby | Zen | 2019-11-03 | |
At the moment experiencing problems with connection and speed due to Openreach network and nothing to do with Zen itself. Always professional and helpful. Best customer service ever. Reviewers that have given a poor rating for this company are doing so because of the fault of the Openreach network and not do not understand that Zen are reliant on Openreach to resolve some technical problems, they own and operate the Network that Zen customers use to access Zen Broadband. I would always recommend Zen above any other provider and if you look at all the reviews and awards they have receive you will see that they provide excellent customer service. |
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| Jan Cuthbertson | Highlands | Zen | 2019-10-09 | |
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. |
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| Peter | SW London | Zen | 2019-10-02 | |
Signed up for broadband and line rental, got the line rental but broadband was never connected. |
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| John | Essex | Zen | 2019-09-24 | |
We left Virgin for Zen 10 days ago. Signed up for the 66 and are regularly getting 60. No outs, just a good reliable service. The router (Fritzibox) works well, and Zen fixed with Virgin to transfer our landline number. Very happy. |
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| John Harrison | London | Zen | 2019-08-26 | |
So i have been with zen for a while now and i noticed that my speeds were starting unusually slow, 0.5-1.5 mbps and i thought that i would just leave it as there maybe something wrong with my line. A few months later and i contacted zen to find out that my speed has been capped at 2 mbps, and we were not told about this, and now apparently after calling on thursday i have to wait till tuesday for the cap to be removed, pretty outrageous, paying £50 a month for 2 mbps |
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| No Name | Manchester | Zen | 2019-08-16 | |
Having just had an email problem sorted I feel that I must commend this company for offering good value and a properly functional service. I have just had a problem with my email solved, although problems rarely occur. The helplines are always manned and if they are busy you get a callback very quickly. Their employees are helpful, knowledgeable, patient and they speak good English which you can understand. Having tried several other broadband providers, I am fairly certain that I shall stay with this one - you do get what you pay for and the ethos seems to be that of giving good service. (And I am pleased to say that no-one to date has asked me how I am or told me to have a nice day!) |
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| Christine Stanton | Huddersfield | Zen | 2019-08-05 | |
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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.
