164 Customer Reviews over 5 pages
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- Location
- Hampshire
- Reviewing
- Zen
- Date
- 2022-05-04
- Comments
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I moved house and realised that I could get a faster, cheaper service in my area. I tried to cancel my zen internet. Even though the service hadn't gone live yet, I was told they'd signed me up to a new contract without telling me and now have to wait 12 months to leave. Thoroughly unimpressed with the customer service.
- Location
-
- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2022-03-01
- Comments
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AVOID! Appalling customer service, support emails go unanswered, support requests not handled correctly. AN APPALLING COMPANY BADLY RUN.
- Location
-
- Location
- Bedford
- Reviewing
- Zen
- Date
- 2022-02-01
- Comments
-
Zen quite frankly are an excellent company and provide an excellent broadband capability.
I was with BT and like other reviews had numerous visits for slow speed and line drop outs - completely useless.
No problems with Zen in over 3yrs -
A “go to must” if you have broadband problems with your provider… can’t praise Zen enough!
- Location
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- Location
- Blackpool
- Reviewing
- Zen
- Date
- 2022-01-29
- Comments
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Moved to Zen 10 months ago from BT now get double the speed and no problems whatsoever. In 18 months with BT had 13 visits from openreach to try to achieve quoted speeds.
- Location
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- Location
- Milton Keynes
- Reviewing
- Zen
- Date
- 2022-01-27
- Comments
-
Have been with Zen many years and yes they provide a reasonable hassle-free internet and telephone service but I have never understood the applause they receive for support. For the few times I, and friends who I have recommended Zen to, have spoken to Zen I generally find that they barely helpful usually falling back on 'that's the way it is!'. But my biggest problem with them is that the email service they provide is barely fit for purpose.
If your inbox should fill up you get no warning just a cryptic message when trying to send 'could not connect to SMPT host ... We don't want any mail from you. Goodbye.' Very professional. If you then try to access your inbox through webmail to have a clearout there is no response so you cannot do anything about it. You might then contact support who can only offer to delete your whole account and start again. Most professional. So yes I still recommend Zen as probably the best supplier due to various issues with the others but I do not recommend relying on their email service especially if it is vital to your needs.
- Location
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- Location
- Harpenden
- Reviewing
- Zen
- Date
- 2022-01-21
- Comments
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Called today to cancel my broadband and pay any charges owing - done by card over the phone. Thought this was all done and dusted until I received three emails from Zen with three different cancellation dates on them, one of which is now demanding more money. Which one is correct and why are you now asking for more money? Really poor.
- Location
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- Location
- hastings
- Reviewing
- Zen
- Date
- 2022-01-10
- Comments
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i was with zen till may last year (2021) but they made me so mad i never left a review till now as i am not so raw but others need to no and zen needs to see this and learn from it but basicly if you have a fualt and openrech keep telling wrong info and you keep calling to complane they ask you to leve and almost blam you when if they look at openrech notes they would see inconsistencies from openrech one openrech man finds something external ment to have fixed it then next one finds nothing wrong then next one finds something alse outside yet againe how is that custermers fault also a openrech guy told me it was down to my isp to ask to swap from eci dslam to huawei witch zen pushed back at me and said they have no control over openrech (witch i agreed with) after looking up on googel how openrech worked however why did zen not push back at openrech and ask why there custermer was told this i mean how would a custmer even know what a dslam is and makes of them if they'ed not been told by there engineer come on but hey i moved on and my new isp got openrech to do there job by pushing back at openrech not me !!! oh and the blocked my mobile phone nubmer and that was when i was still with them yet i was never rude to them at all
- Location
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- Location
- Derbyshire
- Reviewing
- Zen
- Date
- 2022-01-07
- Comments
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Internet runs at advertised speed but drops out multiple times a day.
Open hours for contacting customer service are not always accurate on website.
Password reset function bugged
Overpriced for the speeds provided
- Location
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- Location
- Hertfordshire
- Reviewing
- Zen
- Date
- 2022-01-07
- Comments
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Zen used to be the best in the market but for some reason I've had repeated problems over the last year (2021) with both speed and connectivity with FTTC and Ethernet products. Home broadband FTTC is currently down and fibre ethernet at work has had repeated bandwidth and latency issues. It's a shame as their customer support is good but with failing products it can't be much fun working at Zen these days.
- Location
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- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2021-12-17
- Comments
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APPALLING SERVICE! Now 36 hours on a 'BUSINESS' broadband service - no fix date from Zen, their 'support' staff have no idea what is going on, or indeed where the fault is, which is either at my local exchange, or 50 miles away in the middle of Norfolk - AVOID!!!!!!
- Location
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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
-
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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- Location
- Prestwood
- Reviewing
- Zen
- Date
- 2021-06-22
- Comments
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Utter rubbish promised like 10 or 20 but get 0.005 absolute scam
- Location
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- Location
- Grayson
- Reviewing
- Zen
- Date
- 2021-05-28
- Comments
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We have changed to zen wish we had done so earlier the whole process was straight forward.
We were fed up with virgin media sky high prices
And their broad band which kept dropping out.
We are very pleased with zen brilliant customer services as well.
- Location
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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
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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
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- Location
- Newcastle
- Reviewing
- Zen
- Date
- 2021-03-23
- Comments
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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
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- Location
- Leicestershire
- Reviewing
- Zen
- Date
- 2021-02-26
- Comments
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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
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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
-
- 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
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.
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