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 3523 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.
115 Customer Reviews for Zen
| Reviewer | Location | Reviewing | Date | Ratings |
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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 | |
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 | |
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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.
