204 Customer Reviews over 6 pages
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- Location
- Southampton
- Reviewing
- Zen
- Date
- 2016-09-21
- Comments
-
A truly terrible experience so far migrating from Sky. My Sky broadband was cut off last Thursday without any warning. Zen was meant to connect me last Monday. They didn't 'because of the recent bad weather.' They told me I'd be connected today. I haven't been. I need an internet connection as I work remotely. This is seriously poor service.
- Location
-
- Location
- Abbey Wood
- Reviewing
- Zen
- Date
- 2010-10-22
- Comments
-
Great service, great technical support and break neck speeds up and down. You couldn't ask for more (well you could) and offices in UK (including techies). Keep it up Zen
- Location
-
- Location
- Sussex
- Reviewing
- Zen
- Date
- 2021-01-28
- Comments
-
JUST PERFECT..!! Fast totally reliable...includes all services...get the best forget the rest...
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2017-04-03
- Comments
-
Miserably slow. At the very, very bottom of speedtests and amongst the slowest in the world.. yes thats right the world. They have better ISPs in Syria.
Test 1 = 0.02mb/sec
Test 2 = 0.24mb/sec
...and so slow even the Speedtest on this site won't load.
Avoid completely.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2021-09-06
- Comments
-
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
-
- Location
- London
- Reviewing
- Zen
- Date
- 2017-12-14
- Comments
-
I've been with Zen nearly 13 years for wi-fi (tied in through tenency) and know these people and their rubbish very, very well.
Very simply, Zen internet doesn't work, is not going to work, is not fit for purpose and will not preform to any kind of reasonable or even just basic standard. You'll be very lucky if you can stream a YouTube video....and there is nothing you can do about it other than change your provider.
They won't improve anything ever and there's no point contacting them so don't bother.
I went down this road a few times and all they'll do is waste your time with some rubbish about ethernet wires.
Bottom lines are they cannot and will not provide a reasonable service and you will not be able to use the internet.
Typically British organisation.
Fundamentally sub-standard and want money for nothing.
Avoid altogether.
- Location
-
- Location
- Scarborough
- Reviewing
- Zen
- Date
- 2016-07-03
- Comments
-
THE best telecoms company I have ever used! Customer service is excellent ... you get through to somebody straight away; a person that you can understand and who gives you their full name, not a made up one they can hide behind when things go wrong! If BT, SKY, Plusnet etc cared at all about their customers they would do copy what ZEN do.
- Location
-
- Location
- Birkenhead
- Reviewing
- Zen
- Date
- 2024-04-08
- Comments
-
Beyond awful should be 0 stars. No communication then my job to chase them!! 2 weeks no internet ready April 10th
- Location
-
- Location
- West Yorkshire
- Reviewing
- Zen
- Date
- 2021-06-25
- Comments
-
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
-
- Location
- North Norfolk
- Reviewing
- Zen
- Date
- 2023-06-19
- Comments
-
Yet another business gone bad.
Totally incompetent, cannot be contacted. We have been Zen customers for several expensive years. They are probably the slowest Broadband provider, and the most expensive, but their reputation for customer service was once good. Once our broadband speed fell below 5meg download, 0.2meg upload, we complained. No reply after a week. So we went to Sky - half the price, around 10x the speed. But they couldnt supply on the date agreed, or give a date in the future. So back to the fools at Zen. These incompetents have now accidentally cut off our phone and lost our phone number. Still no way to contact them. They dont respond - but they do send us spam marketing emails. Surely no other provider is this hopeless?
- Location
-
- Location
- North Norfolk
- Reviewing
- Zen
- Date
- 2023-07-26
- Comments
-
What the **** are people talking about???? This is probably the worst ISP in the world. They are expensive. They are slow. But - their customer service is non-existent, trust me. In March 2023 our internet speed became so slow it was unuseable. For £40 per month. Then they lost our phone line and our phone number. They don't answer the phone. They don't answer emails. But - they do take the trouble to dispute online reviews and get them taken down where possible. Honestly, I think this business consists of one incompetent man in a flat somewhere operating a massive scam, and paying Chinese companies to leave fake reviews. I have never hated a business as much as I hate Zen Internet. Don't call me, I don't have a land line for the first time in 40 years.
- Location
-
- Location
- london
- Reviewing
- Zen
- Date
- 2018-03-09
- Comments
-
This company was good.....things change.....it takes ages to get through on phone....sometimes the are unhelpful...and the telephone answering system is not always operating....Zen do not answer emails...or in my case they have not
- Location
-
- 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
-
- Location
- Lymington
- Reviewing
- Zen
- Date
- 2019-01-17
- Comments
-
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.
- 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
-
- Location
- Brecon
- Reviewing
- Zen
- Date
- 2020-12-05
- Comments
-
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
-
I've just booked the 4th engineer visit in a month. Internet is intermittent which makes working from home impossible. case number 01608109
- 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
-
- Location
- STIRLING
- Reviewing
- Zen
- Date
- 2015-09-13
- Comments
-
I've been with ZEN for almost a year and am very pleased with their service, in all departments.I switched to fibre nine months ago, the transition was made very easy by their knowledgeable technical staff (UK based). Zen are my sixth ISP, over 15 years, and I really cannot see me ever needing to change again. Fast and very reliable with great support, if you ever need it.
- Location
-
- Location
- Highlands
- Reviewing
- Zen
- Date
- 2019-10-09
- Comments
-
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.
- Location
-
- Location
- Guildford
- Reviewing
- Zen
- Date
- 2022-06-21
- Comments
-
I had using Zen for 4 months and I have to move my apartment due unexpected problem (Issue with landlord). I trying to move with zen but zen have to charge me for 1 year cancelling fee!!!
No to mention the zen is slow. I could get faster in this price!
How Zen is recommended by Which?
My recommendation is to not use Zen. Avoid them
- Location
-
- Location
- Luton
- Reviewing
- Zen
- Date
- 2017-07-27
- Comments
-
Been with them for last 6 months . service is top notch . never had any downtime and speeds are constant even during peak times . Customer service is spot on . no complains here .
- Location
-
- Location
- Luton
- Reviewing
- Zen
- Date
- 2017-05-12
- Comments
-
Really happy with the consistency of the speeds and customer support. No long waits during customer service call . You are actually getting what you are paying for, unlike, other broadband companies around .
No load management which means your speeds WILL NOT be slowed down during peak times . and i am loving it.
Keep it up Zen .
- Location
-
- Location
- Brighton
- Reviewing
- Zen
- Date
- 2018-02-14
- Comments
-
No other company comes close.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2019-06-19
- Comments
-
I've been trying to transfer from BT to Zen for exactly one week and have got absolutely nowhere.
I placed an order with Zen who told me that they were not able to process it as there was an open order on my line.
Since then I've been batted back and forth between BT and Zen - BT telling me there is absolutely no open order on my line, Zen telling me that there is.
In order to speak to anyone at Zen Customer Services you typically have to wait between 10 and 30 minutes or more to get through.At the moment of writing this I have been on a call to them that has now lasted 41 minutes.
If this is a foretaste of their customer services I think I would rather not bother with them.
Meanwhile what I think of BT is unprintable.
- Location
-
- Location
- Windsor
- Reviewing
- Zen
- Date
- 2015-11-04
- Comments
-
I had zen broadband service for nearly 3 weeks into a 12 month contract. Then Monday the 2nd of November came and no internet. For some very bizarre reason our phone line had been cut off from the exchange through no fault of our own at all. So I phoned zen and what seemed to happen from 4 or 5 lengthy phone calls is that my phone line had been cut off so they cancelled my contract- stone dead! So after 3 weeks of use I had no option but to pay zen £357 to end my contract. YES YOU HEARD THAT RIGHT. Cannot believe that I bought this on recommendation from which! Magazine . Daylight thieving robbing lot I will be in contact with which to find out what I can do!! Iv now read more into your reviews and am now realising that you tell other CUSTOMERS that there telephone line has "ceased" also BUYER BEWARE
- Location
-
- Location
- Leicester
- Reviewing
- Zen
- Date
- 2024-03-16
- Comments
-
This service is awful, they are unable to activate my service after installation from city fibre. They have asked me to wait 24 hours every day for two weeks and still appear no closer to solving the connection problem. The customer service has been unhelpful and have provided no information into the nature of the issue.
- Location
-
- Location
- Wales
- Reviewing
- Zen
- Date
- 2023-07-12
- Comments
-
Horrendous service! We live in a 2 bedroom detached house, very small house and only have wifi in 2 of the rooms, sometimes in teh one directly about the router. Have had to use 4G instead most the time! They said they couldn't help it wasn't part of the contract and then charged me £200 for leaving after I had been with them for 2 years
- Location
-
- Location
- NW5
- Reviewing
- Zen
- Date
- 2018-04-17
- Comments
-
We switched to Zen 12 months ago based on (a) their great reputation and (b) faster speeds. Initially we had problems with advertised speed - not as promised. Eventually resolved. Over the last ten days we have lost our internet connection twice (first time three days with a BT Openeach engineer turning up unannounced). Now again yesterday. Each time we are asked to accept liability if it is our fault otherwise they won't investigate / resolve. Obvious from the engineer's visit on Saturday that there is a problem with the exchange. A refund for days lost is irrelevant - it is fact that we cannot use the internet when we need and having to revert to other ways of access ...... not at home. We will be switching. Great customer service does not outweigh getting the problem fixed quickly. No previous issues with Sky.
- Location
-
- Location
- Greater Manchester
- Reviewing
- Zen
- Date
- 2019-02-19
- Comments
-
Greedy and inflexible.
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.
They estimated a fee of £250-300 just for the remaining 6 months.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2019-02-15
- Comments
-
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.
They estimated a fee of £250-300 just for the remaining 6 months.
- Location
-
- Location
- East Midlands
- Reviewing
- Zen
- Date
- 2018-07-30
- Comments
-
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.
- Location
-
- Location
- Essex
- Reviewing
- Zen
- Date
- 2019-09-24
- Comments
-
Signed up for broadband and line rental, got the line rental but broadband was never connected.
- Location
-
- Location
- Ruislip
- Reviewing
- Zen
- Date
- 2016-05-15
- Comments
-
My internet service provided by Zen has been unsatisfactory for over a year. Very slow during the week and unusable for long periods at the weekend when traffic is presumably high for domestic users. At the same time I have been able to use the BT internet service (copper wires) provided by my wife's company using a router which is positioned in our house just a couple of feet from the Zen router. Last year I spent about 7 hours on the phone to Zen tech support when their service (but not the BT service) stopped working completely. One day this problem mysteriously disappeared and they never bothered to explain to me what the problem was but I am sure it was at their end as the problem eventually got resolved without me trying anything new. As a last attempt to solve the ongoing slow internet problem I bought a new top of the range Zyxel router and upgraded to their fibre service. This has made no difference, the service in the week is no where near the speed I have been quoted (it is normally around 5.5mbps) and it has again become unusable at the weekend I am having to use my wife's BT service to make this entry. I only use the internet for email and visiting web sites and occasional downloads of documents but the service is not fast enough even to support this. Finally, after over a year of problems, Zen offered to carry out some diagnostic tests on the BT line they use and were quick to point point out that I may have to pay for this in some circumstances. Some way to treat a customer of 10 years standing who has received a lousy service from ZEN, including unsatisfactory internet for over a year. My impression is that this company is going downhill and although they do employ polite technical assistants to help customers, they lack the drive and motivation and perhaps expertise to sort out problems experienced by customers.
- Location
-
- Location
- Essex
- Reviewing
- Zen
- Date
- 2016-01-06
- Comments
-
Signed up for Broadband on the 16th Dec. 2015 The service was never activated, waited until 6th Jan 2016 and then closed my account.
Stay well clear of this company.
- Location
-
- Location
- Telford
- Reviewing
- Zen
- Date
- 2023-02-18
- Comments
-
I've been with Zen for two years after three years with Virgin Media.
The Zen help desk is very good. They answered my calls in around ten minutes, and then I got someone based up north to answer my queries in a very friendly manner. Very different to some other providers.
They also provide an excellent router (Fritzbox £255 on Amazon) that has never failed to provide my WiFi all around the home. I have also plugged a hard drive into it, giving me a single-drive NAS.
My WiFi was constantly dropping out with Virgin Media (cable supply, too), which I understand was mainly due to them supplying inferior routers.
My town is about to get superfast broadband, and I'm hoping Zen will be a provider.
I've been on the internet for decades, with many different providers, some now long gone. I have to say, although not perfect - is there such a provider? - Zen is the best I have had.
- Location
-
- Location
- Glasgow
- Reviewing
- Zen
- Date
- 2024-01-17
- Comments
-
Shocking experience ive had so far with zen broadband. First off watch yourself with there “cooling off period” chances are you wont receive the product live and ready to use until day 15, now what they are doing is holding customers ransom regardless of how good or bad there connection is. Like all other providers they start the 14 day cooling off when your services go LIVE so beware off these scammers. I was told i would get a 10/15 ping connection from glasgow to london, turned out to be 22, i then try connect to servers in glasgow which is 12 miles from me and get a 27 ping connection. Absolute rotten company.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2019-08-26
- Comments
-
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.
- Location
-
- Location
- BRECON
- Reviewing
- Zen
- Date
- 2021-08-19
- Comments
-
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
-
- Location
- Kent
- Reviewing
- Zen
- Date
- 2022-06-24
- Comments
-
Upgraded to full fibre 300 5 weeks ago from copper cable thinking finally moving into the 21st century. Since then we had 1 outage that lasted 9 days and now we’re in an outage that is going to last at minimum 2 days but will most probably be more… have spent a total of probably 8 hours on hold waiting to speak to Zen and then once through there are promises of call backs which never happen, flat out lies from customer service representatives who assure/promise me a faults manager will call me back only to find out 3 hours later when I call back that no request was ever made and then to top it off there is no detailed information as to the fault except that an engineer will be dealing with it tomorrow 24 hours after it was discovered… the last bit is a bit of a surprise as the information from another provider as that it would be fixed at 4:56pm the day of the fault which seems improbable/impossible seeing as the engineer wasn’t even going to deal with it until the following day… what a truly crap service…
- 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.
Zen are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Zen.