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 3356 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.
102 Customer Reviews for Zen
| Reviewer | Location | Reviewing | Date | Ratings |
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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 | |
Been with Sky for the last number of years maybe should have stayed as this was slower I'm on the unlimited 2 (70Mbps) Download speed is 50Mbps My Sky was faster Disappointed with Zen.... |
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| P Goody | Craigavon | Zen | 2019-08-05 | |
I've been trying to transfer from BT to Zen for exactly one week and have got absolutely nowhere. |
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| Jeremy Lynn | London | Zen | 2019-06-19 | |
I've tried the main broadband suppliers, and despite reasonable speeds, the reliability has always suffered. I ended up involving the ombudsman with both Virgin and BT to get out of contract with them. |
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| Matt Watson | Inkberrow | Zen | 2019-06-14 | |
Hi, Needed to upgrade my current broadband to Fibre to the Premises (FTTP) and was unable to do so with my current provider. Was limited to who I could switch to , but having used Zen Internet in the past, this seemed an easy decision. (Sorry BT you are still more expensive!) |
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| Terry Catt | Truro | Zen | 2019-06-05 | |
I was thrilled with Zen to begin with! We are in a very rural position & always had trouble with poor service from all our suppliers(no high speed or fibre in this vacinity)! |
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| Adrienne | Ash | Zen | 2019-05-27 | |
Stay away from these guys...worst experience, and bad costumer service...for months now we are going back and forth about them wanting to charge us installation fee twice...as when first installation was scheduled the person never showed up even though I took a day off and waited for him all day...even manage to get the guys number through costumer service that day when it was getting late...texted him, said he is coming "back" then just disappeared and never answered further messages later, anyway they asking for a charge for rescheduling...guess it's their way of making money with a scam.. meanwhile after hours and hours spent on the phone and while us paying the monthly fee regularly and the first installation fee (for nothing) I still can't use internet at all... really disappointed |
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| Tamas Slezsak | Acton | Zen | 2019-05-18 | |
Really good customer service, not the cheapest, but also not out there to cheat you with 12 month offers like the others. |
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| Luke | Haywards Heath | Zen | 2019-04-22 | |
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. |
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| Peter Roskin | Bristol | Zen | 2019-04-11 | |
Top marks, excellent provider the fibre works anytime of the day and always at top speed the router is the best I’ve had more powerful than some very expensive purchases. |
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| Geoff Creak | South Woodham Ferrers | Zen | 2019-04-05 | |
Unfortunately, I've had a really bad experience with Zen and had read good things so have been really disappointed. I signed up for a new FTTP service 1 month ago (3 weeks before the activation date) to give Zen enough time to get it ready for the activation date. I had information to say the service was activated and ready to go on the assigned date - great! However, nothing worked. I contacted Tech Support and was sent around the houses a few times before they realised the line was provisioned at the incorrect address and now I'm being told the line needs to be 'cancelled' before a new one is activated and that could take until the end of the week. This would be 1 month+ since ordering. The tech teams seems to be doing what they can but the communication hasn't been good and I'm also concerned about my data as I got a call from an Openreach engineer planning a visit who had the incorrect address for me. |
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| Matt | Buckinghamshire | Zen | 2019-03-26 | |
Expensive, slow speeds, poor customer service, very dated web interface. |
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| Dated | UK | Zen | 2019-03-20 | |
We moved to ZEN,after trying AOL,Tiscali,TalkTalk(The worst ISP!),and |
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| Robert Connell | Spaxton | Zen | 2019-02-21 | |
My BT Broadband and Landline contract was due to end 22/2/19 and having done some online research I felt that it might be time to try a new provider. Having looked at a number of different reviews, Zen seemed to be an attractive option with excellent reviews for speed, service, support etc |
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| Damien Smith | Mortlake | Zen | 2019-02-19 | |
Greedy and inflexible. |
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| Joe | Greater Manchester | Zen | 2019-02-19 | |
Easy enough to setup, however when i was forced to cancel due to a relocation they required the full length of the contract INCLUDING line rental to be paid in full for a service they are no longer required to provide. I can see no reason particularly for the line rental charge as BT would not even be taking a fee after cancelation. |
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| Joe | Manchester | Zen | 2019-02-15 | |
Combination of bt and zen = very poor service |
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| v n rowsell | Edinburgh | Zen | 2019-02-14 | |
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. |
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| J Carpenter | Lymington | Zen | 2019-01-17 | |
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! |
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| Aaron May | Manchester | Zen | 2019-01-03 | |
It was good until our contract had finished. We simply started receiving higher bills. There was no contact from Zen to inform about higher bills or offer of a new contract. When we decided to move to another provider we C ouldn’t. Zen have done something with the phone line which prevented our new provider to complete transfer. I was helpless and could not resolve this issue, even during multiple follow ups. Altogether I have regrets about paying premium for a year to get such an awful end of contract experience. Avoid! It was truly awful. |
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| Magdalena T | London | Zen | 2018-12-25 | |
switched to these guys as they have great reviews. I thought it would be worth paying double the going rate (£43.99pcm unl fiber) for a great connection but what I got was NO CONNECTION for a week, then it got fixed (£22.50 credit given). A few weeks later more problems, then fixed. finally in month 10 and more issues with loss of internet so decided to switch as had enough. Guess what they want 2 x £43.99 and a part month as its a 12 month contract. I assume the contract also says they will provide me a stable internet connection? |
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| Steve | Harrogate | Zen | 2018-12-20 | |
Extremely Disappointing - Avoid! |
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| Adrian M | UK | Zen | 2018-12-14 | |
Absolute top-notch services provided by Zen. |
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| Daniel | London | Zen | 2018-12-05 | |
I have been a Virgin Media customer for broadband for nearly 10 years, and a BT customer for landline for 35 years. Both are expensive, and the wireless performance of Virgin's 'Super-Hub 3' router, is anything but super. Virgin refused to accede to my request for a reduction in their latest annual "much-more-than-inflation" price increase, so I began to look for an alternative, and mentioned it to various friends. To my surprise, Zen, a 'local' (NW England) firm was very highly recommended by two friends - particularly in respect of service quality. I did some research, top-notch service being my my highest priority, followed by price. I must admit that Virgin have been pretty good at service, but the reviews of Zen are outstanding. When I used Zen's website to find out how much a combined landline/broadband contact would be, I found to my amazement that I would save £25 per month in the first year and £18 in the second year. Virgin had regularly offered to provide me with a dual service, but this would have meant another cable coming into my house, which I didn't want. Being a retired IT person, I phoned Zen's Technical Dept. to ask them various questions, and was impressed by the replies I received - technically savvy, polite, friendly and quick. My Virgin cable broadband achieved 90Mb/sec download speeds on speed-check apps, but I never got anywhere near this in real life - obviously the speed of routers which are negotiated in getting data to me can adversely affect everyday speeds. By switching to Zen Fibre, I now get 40MB/sec, and HAVE NOT NOTICED ANY PRACTICAL DIFFERENCE from Virgin in day-to-day use. The Zen router's wi-fi is in an entirely different league to Virgin's - I can now stream to my TV without any problems. The Zen router (a Fritz!Box) arrived when promised and is pre-set - all I had to do was plug it in, connect the leads and everything worked first time with no problems. My landline has just swapped to Zen - again, no problems at all. It will take a few weeks to get the BT and Virgin DD's sorted, with refunds and so-on, but I am relaxed about that. So, this long review is, intentionally, just about as positive as I can make it. |
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| Edward J Westhead | Preston, Lancs | Zen | 2018-10-20 | |
DISGRACEFULLY POOR CUSTOMER SERVICE! Not only do you have to wait hours to get through to anyone, but they are RUDE and condescending when you finally do! The last person I spoke to sounded like he was playing games with a colleague after I called up to find out about a ‘fault’ - which by he way has been going in for nearly 12 hours bow. I was literally laughed at and told it’s not their problem and it’s an open reach problem. But the open reach status website says there is no current fault. Awful service that I assumed would be good because of a review by Which. Even signing up was a nightmare and took weeks to get connected. Will be changing provider immediately after contract expires!!! AVOID! |
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| Theo | London | Zen | 2018-10-17 | |
Can't give less than one! Horrible service from the word go. I was with Virgin all these years and made a mistake of switching over to Zen purely based on Which? review. Installation engineer did not know he is coming for installation. He rather thought it is for repair. When he arrived he found Zen had not delivered BT openreach modem to me. Modem for unlimited ultrafast 4 fibre optic service? He had to go and get it. Took whole day to install. In the end he said everything is working and left When I tried to connect, realised Zen had not spoken to BT to activate the service. Contacted Zen. No one in Zen seems to know what was happening. Children and myself left with no internet for days. Could not do their home works. Speed- rubbish, compared to Virgin. Thinking of leaving the contract and going back to virgin at a significant cost. Horrible tech support; don't seem to know where the problem was. AVOID ZEN! |
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| RG | Birmingham | Zen | 2018-10-10 | |
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. |
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| Ben taylor | Southend-on-Sea | Zen | 2018-10-02 | |
Zen terminated my telephone and broadband without notice and they don’t know why - blaming openreach - promised to get it up and running in 24 hours - still waiting 6 days later. Terrible customer service neither mixed messages from different people - I don’t believe them. It’s good when it works - their systems are terrible and they can’t cope with a problem. Lost loads of business and many disgruntled residents without broadband - instead of an apology and compensation they sent me a bill for a service I don’t have - can it get any worse. |
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| Martin ainscough | Grange over sands | Zen | 2018-09-19 | |
I switched my small business broadband & phone services to Zen IT about 3 months ago. The customer service has been top notch! It is so refreshing to speak to customer service agents who (1) speak in a clear, understandable manner and (2) listen to what you say before riddling off a script. My broadband service dropped this weekend and the service & response time were brilliant. I understand services have issues once in while - the thing that makes the difference is the manner in which a company fixes those issues. Zen IT handled my call with speed, clarity, efficiency and friendliness. The entire service call was stress free. I would recommend Zen IT to anyone. |
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| Ann-Marie | Knaresborough | Zen | 2018-08-26 | |
For myself its always the customer service that counts, lets face it all of the ISP's apart from Virgin use BT lines. |
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| david | mid west wales | Zen | 2018-08-08 | |
I was almost deterred from moving to Zen because of the reviews here. I so glad I went ahead. No issues at all with the change over. No drops in Internet. So pleased to be out of BT contract and the years of stress they caused me. Now I’m simply paying the same amount each month. No price hikes. No random charges. Peace of mind at last. |
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| Joh1 | East Midlands | Zen | 2018-07-30 | |
Most of the time reviews you read on the internet are the result of someone's ire causing them to try to find a way to pay back the harm that a company has caused. But I, personally, can't speak highly enough of the peace of mind these guys give me whenever I call them. |
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| Matt | London | Zen | 2018-07-18 | |
I joined Zen around 2013 since then the service has become diabolical. |
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| Kaz | Holmeswood, Rufford, Ormskirk | Zen | 2018-07-09 | |
What a waste of time this provider has proven to be. |
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| David Branson | Southend on Sea | Zen | 2018-06-09 | |
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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.
