142 Customer Reviews over 4 pages
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- Location
- Reviewing
- Zen
- Date
- 2021-05-08
- Comments
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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
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- Location
- Tooting Bec
- Reviewing
- Zen
- Date
- 2021-04-30
- Comments
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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
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- Location
- Wisbech
- Reviewing
- Zen
- Date
- 2021-04-11
- Comments
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We changed from Virgin Media and the difference in Customer service, broadband reliability is brilliant. Would completely recommend Zen. They actually have a Customer Service number who answer within 5 minutes. Very pleased we changed.
- Location
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- 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
- 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
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- Location
- Ipswich
- Reviewing
- Zen
- Date
- 2021-03-16
- Comments
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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
- Leicestershire
- Reviewing
- Zen
- Date
- 2021-02-26
- Comments
-
Please please do not use this internet provider and put yourself through what we have had. At no point during the course of our contract did they ever provide the speed which they claimed. We paid for 80mbs and 90% of the time the actual speed was below 20mbs, it was often as low as 7mbs. The upload speed is even worse, so anything like zoom meetings or online gaming is almost impossible, at one stage our upload speed was 0.07mbs! On top of the speed being dreadful the connection was not very stable even when using a wired connection and the Wi-Fi didn't reach all areas of a 3 bed terrace. You then have to go through a very lengthy process to get out of the contract even though they are breaking contract by not providing the service you have paid for. This is essentially a stalling tactic so they can take more money from you before you are able to switch. They "run tests" and send out a new router, pretending that is going to make any difference. They are also hard to get hold of on the phone, the ques are very long. What they are doing is bordering on fraud and at the very least a shambolic level of customer service.
- Location
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- Location
- Sussex
- Reviewing
- Zen
- Date
- 2021-01-28
- Comments
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JUST PERFECT..!! Fast totally reliable...includes all services...get the best forget the rest...
- Location
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- Location
- Dorset
- Reviewing
- Zen
- Date
- 2020-12-08
- Comments
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Spot on stnadard of service and great technical support.
- Location
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- Location
- Brecon
- Reviewing
- Zen
- Date
- 2020-12-05
- Comments
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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
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- Location
- Newquay
- Reviewing
- Zen
- Date
- 2020-12-04
- Comments
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I've just booked the 4th engineer visit in a month. Internet is intermittent which makes working from home impossible. case number 01608109
- Location
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- Location
- Worcestershire
- Reviewing
- Zen
- Date
- 2020-11-11
- Comments
-
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.
I would never go back to BT now.
- Location
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- Location
- Hertfordshire
- Reviewing
- Zen
- Date
- 2020-11-10
- Comments
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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
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-11-03
- Comments
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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!!!!!!!
- Location
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- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2020-10-10
- Comments
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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
- Location
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- Location
- Scotland
- Reviewing
- Zen
- Date
- 2020-09-20
- Comments
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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
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- Location
- Sheffield
- Reviewing
- Zen
- Date
- 2020-08-20
- Comments
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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
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- Location
- ORMSKIRK
- Reviewing
- Zen
- Date
- 2020-08-17
- Comments
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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.
My advice - steer well clear they are diabolical and thanks to them I almost lost my home and business, I lose lots of money and clients because of these cowboys, endless outages bad phone lines, cannot say a good word about them sorry. Bad company, bad staff, bad service and all for a huge extortionate price. I paid £67.50 per month for a useless flakey outage ridden ADSL broadband and two landlines. They still wanted more but I left as they are not worth a carrot let alone hard earned cash.
- Location
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- Location
- Oxford
- Reviewing
- Zen
- Date
- 2020-08-13
- Comments
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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
- Location
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- Location
- Bath
- Reviewing
- Zen
- Date
- 2020-07-29
- Comments
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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.
Just as an example, I wanted to introduce a wireless mesh network into my old rambling house. The Fritz!box routers supplied by Zen are already mesh enabled and they offer an "EveryRoom" mesh service for a small extra cost each month with a 2-year contract period. This includes supply of a Fritz! Repeater 3000. At the same time I decided to upgrade to their newer and more capable Fritz!Box 7530 router at a much discounted price. This then allowed me to use the old Fritz!Box 3490 as a further mesh repeater.
Notwithstanding the Cov19 lockdown, I received both new items the next morning and very quickly had the new mesh network up and running using the Fritz! WLAN App. I have a FTTC landline, and with the new Fritz!Box router and repeaters have a consistent 15% increase in download speed with greatly extended range including a garden studio 25 metres from the house and in a garage 40 metres from the nearest repeater. Nor have I experienced any service interruptions over the month since installation.
I rate Zen as excellent and by far the best service provider I have used. The new Fritz!Box mesh network is a doddle to set up, very capable and delivers top-notch performance.
- Location
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- Location
- Chertsey
- Reviewing
- Zen
- Date
- 2020-07-22
- Location
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- Location
- Greenwich
- Reviewing
- Zen
- Date
- 2020-07-20
- Comments
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Overall it is average. Never got the advertised broadband speed. Usually fluctuates between 25-30mbps, while my neighbors are getting at least 48-50mbps.
The router is not the best. In a small 2 bed flat, even when the router is right in the middle, still does not provide good coverage to the edges of the flat.
Customer service was subpar. People are great and very helpful but the waiting time is horrible. I called them once and had to wait for hours to reach out to someone. I think they have only a handful of people.
To be fair, never lost connection. It was always there, even through the pandemic. That's a plus.
- Location
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- Location
- Leamington Spa
- Reviewing
- Zen
- Date
- 2020-07-07
- Comments
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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".
- Location
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- Location
- Caerphilly
- Reviewing
- Zen
- Date
- 2020-07-01
- Comments
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Excellent service from an ISP that allows extra functionality.
Great that you can use your own router.
Reliability has been very good, and speeds are consistently the maximum my line allows.
- Location
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- Location
- Woking
- Reviewing
- Zen
- Date
- 2020-06-25
- Comments
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Ben with Zen for years and I will never leave them as long as they carry on as they are. Great and personal service
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
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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
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
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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
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- Location
- Barnsley
- Reviewing
- Zen
- Date
- 2020-05-18
- Comments
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Have been with Zen for well over 10 years now and have never had a problem, their service is faultless.
- Location
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- Location
- Moffat
- Reviewing
- Zen
- Date
- 2020-04-03
- Comments
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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
- Location
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- Location
- Manchester
- Reviewing
- Zen
- Date
- 2020-04-01
- Comments
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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.
They offered to top up my data so I’m not cut off last week, this week different story and won’t be offering to top up my data as the top up was for me to use for emergencies and will only do £20 a month for customers.
I lost my job 2 weeks ago due to corona virus and am unable to work from home (I have been offered work but unable to accept due to having no internet at home) I have online gaming subscriptions and streaming services which I am now paying for and unable to use.
Why do zen not offer dongles or to make sure customers have adequate data to last. Would have been good for zen to offer to pay for a unlimited data top up for the month last week (it’s only £5 on top of the most they said they could stretch to) they have literally no idea when I will be activated as it is with openreach to fix, but they refused. Not a happy customer at the minute, if I had been granted the unlimited top up for my phone I would not be ranting now.
- Location
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- Location
- Milton Keynes
- Reviewing
- Zen
- Date
- 2020-03-17
- Comments
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Best ISP out there!
Constantly hearing reports of BT outages on the estate - Zen has never once failed.
Customer support is second to none - don't waste your time looking around, Zen are THE dudes!
- Location
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- Location
- Consett
- Reviewing
- Zen
- Date
- 2020-03-15
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-02-26
- Comments
-
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.
- Location
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- Location
- Chichester
- Reviewing
- Zen
- Date
- 2020-02-08
- Comments
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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
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- 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
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- Location
- HIGH PEAK
- Reviewing
- Zen
- Date
- 2020-01-28
- Comments
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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 !
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2020-01-16
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2019-12-05
- Comments
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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.
- Location
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- Location
- Leeds
- Reviewing
- Zen
- Date
- 2019-12-04
- Comments
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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.
For me, peace of mind does worth it!
- Location
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- Location
- uk
- Reviewing
- Zen
- Date
- 2019-11-12
- Comments
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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
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.