204 Customer Reviews over 6 pages
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- Location
- Dorset
- Reviewing
- Zen
- Date
- 2020-12-08
- Comments
-
Spot on stnadard of service and great technical support.
- Location
-
- Location
- South Warnborough
- Reviewing
- Zen
- Date
- 2017-12-12
- Comments
-
Been with Zen off and on for many years in various houses and the service is very stable compared to when BT provided it. I've not had to contact Zen for a while but when I have they have resolved any issues very quickly. Costs more than the cheaper bundles but you get what you pay for. Keep it up Zen!
- Location
-
- Location
- Consett
- Reviewing
- Zen
- Date
- 2020-03-15
- Comments
-
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
-
- Location
- Powys
- Reviewing
- Zen
- Date
- 2017-12-15
- Comments
-
Don't provide a router. Don't provide socket-filters. You don't really get ANYTHING for your money except paying Zen for the use of BT/Openreach infrastructure!
I upgraded to fibre BB when it arrived in my village 18mths ago. Great at first, but service has deteriorated and customer service has been non-existent. Download speeds have dropped below the minimum specified by Welsh Government's Superfast Cwnru BB project [but, of course, monthly charges remain HIGH!]. Also, I've been experiencing frequent 'drop-outs' of service for several months now - but neither Zen nor BT will investigate the issue without threats of extra charges. Zen suggested "borrowing a friend's/neighbour's modem to see if that improved things" :@ !!
- Location
-
- Location
- Chertsey
- Reviewing
- Zen
- Date
- 2020-07-22
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2019-12-05
- Comments
-
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
-
- Location
- SW London
- Reviewing
- Zen
- Date
- 2019-10-02
- Comments
-
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.
- Location
-
- Location
- Bristol
- Reviewing
- Zen
- Date
- 2019-04-11
- Comments
-
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.
Very poor customer service and embarrassingly dated web portal.
Incredibly expensive. £27+ a month! They will not let me cancel contract without charging me.
They were good once but now are absolute overpriced garbage.
- Location
-
- 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
-
- Location
- Truro
- Reviewing
- Zen
- Date
- 2018-04-08
- Comments
-
I switched to Zen in mid February as I was fed up with BT price hike. Since the 2 week cooling off period ended, every weekend we have had constant losses to our connection at peak times. Zen keep saying that there is interference on the line, even though drop outs only happen at weekends. I would not recommend them and will go back to BT next year.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2023-12-04
- Comments
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A customer service experience—Extremely rude and lacked empathy.
I took 12 months contracts with them. There wireless modem had range only within the room. So took 12 month contract extra and paid for Internet every room for which I was told that I have to pay only for 12 months to cover the cost of equipments.
Once 12 months passed they are still charging every month and when I tried to contact there simple answere to cancel the service and not return the extra money they have charged. Pathetic services and behaviour.
- Location
-
- Location
- Birmingham
- Reviewing
- Zen
- Date
- 2018-10-10
- Comments
-
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!
- Location
-
- Location
- Spaxton
- Reviewing
- Zen
- Date
- 2019-02-21
- Comments
-
We moved to ZEN,after trying AOL,Tiscali,TalkTalk(The worst ISP!),and
Plusnet(BT Group!).
I have been checking review sites for years,to try to find a decent ISP provider,and recently deceided to go to ZEN,as Plusnet contract had finished.
Plusnet are always telling you how great they are yet they forget to tell you they are a BT Group company!
I contacted BT years back,to say that I will never ever go to BT again,and then joined Plusnet,and found out they are BT!
I signed-up for up to 66MBs,yet only got 40MBs,so got them to reduce bill.
Service has gone down numerous times,and their customer service is up and down.
Compare this to ZEN,which gave me a speed of 77MBs,and 19MBs upload,before I signed-up,and I get it!!!
Their customer service has been awesome both times,and they have been really quick to answer,as well as efficient.
The first time,I rang after I had connected up to their service,to get the dodgy Wi-Fi deactivated,as I use cables,and the second to add a service.
Both time's they were very friendly,and actually knew what they were doing,too!
We have had no issues,and speed has been 100% reliable,too.
They have been by far the best ISP,and
they are providing the service,we want.
They are more expensive,but I don't put cost first!
Life is about choices,and I drive a V8
American car,and eat organic,too!
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2020-05-29
- Comments
-
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
-
- 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
-
- Location
- PONTYCLUN
- Reviewing
- Zen
- Date
- 2017-10-05
- Location
-
- Location
- Greenwich
- Reviewing
- Zen
- Date
- 2020-07-20
- Comments
-
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
-
- 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
-
- Location
- Lee-on-the-Solent
- Reviewing
- Zen
- Date
- 2024-02-15
- Comments
-
They have 'upgraded' the Internet in our housing estate and as a consequence we have no Internet or phone, what a load of rubbish they are, no warning, nothing. I will be switching to another provider tomorrow.
- Location
-
- Location
- Ipswich
- Reviewing
- Zen
- Date
- 2021-03-16
- Comments
-
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
- Anglia
- Reviewing
- Zen
- Date
- 2012-04-06
- Comments
-
Nothing negative. Every thing good. Have been with ZEN since 2005 with no problems until last week. This problem was identified as being a BT problem. Zen could not have been more help and resolved the problem with BT very quickly. Cannot praise Technical Support enough, excellent and friendly service throughout. How many other companies can one say this about these days? Many thanks Zen!
- Location
-
- Location
- Glasgow
- Reviewing
- Zen
- Date
- 2015-12-21
- Comments
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Great service. Extremely easy setup. Faster downloads speeds(double that of BT) and based in the UK. Happy customer.
- Location
-
- Location
- Harrogate
- Reviewing
- Zen
- Date
- 2018-12-20
- Comments
-
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?
AVOID ZEN unless you like paying top money for a poor connection. all they seem interested in is ££££££
- Location
-
- Location
- Hertfordshire
- Reviewing
- Zen
- Date
- 2022-01-07
- Comments
-
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
-
- Location
- Chesterfield
- Reviewing
- Zen
- Date
- 2016-01-03
- Comments
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I have now been with Zen for many years, since moving from the hell that was Tiscali.
I have only ever had to call Customer support once with an issue and that turned out to be a faulty Router at my end........no Indian call centres with Zen, super reliability and speeds.
I even got an email from Zen before Christmas, to inform me that there was a cheaper plan than the one I was on, I duly clicked the link and was on the cheaper plan within 24 hours (not many companies do that)
Glad I moved to Zen, not the cheapest but THE BEST.
- Location
-
- Location
- Acton
- Reviewing
- Zen
- Date
- 2019-05-18
- Comments
-
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
- Location
-
- Location
- NORTH NORFOLK
- Reviewing
- Zen
- Date
- 2023-06-10
- Comments
-
AVOID THIS PROVIDER!
We used them despite them being very expensive and extremely slow, because Which scores them highly for customer service. That is nonsense.Eventually our £40 per month service became so slow we contacted them by email. No response whatsoever. So we moved to Sky. Sky let us down, giving us a connection date then cancelling. So we stopped our cancellation with Zen. Then they accidentally cut our phone off, losing the number as they did it. Now they have no projected date to sort this out. 45 minutes wait on the phone to be told the department we need doesn’t work weekends and there’s nothing they can do. These people are expensive incompetent fools. Others may be equally incompetent but at least they are half the price.
- Location
-
- 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
-
- Location
- Grays
- Reviewing
- Zen
- Date
- 2022-05-22
- Comments
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Arranged with Zen to move to full fibre. Engineer was supposed to turn up in the morning but no show. Telephoned Zen to be told it was not their fault but Open reach. The women failed to accept it was Zen’s responsibility to manage its suppliers. My wife took to twitter and a more competent and customer focused person arranged for an engineer to attend in the afternoon. After the installation we had no internet. Contacted Zen to be fobbed off with “it could take until midnight”. Next morning still no internet. My wife cOntacted Zen yet again and spent over ninety minutes on the phone before the issue was resolved. One good employee does not cancel two poor, useless ones. Zen needs to clear out the rot asap. If we had encountered the bad ones when we were renewing we would not stayed with them. We still have no VOIP as this has not yet been processed.
- Location
-
- Location
- Billericay
- Reviewing
- Zen
- Date
- 2016-11-01
- Comments
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Left talktalk and went with zen cause they were ment to be good been with them less then half a year and they hub keep going ask for a better hub due to this type keep going roung and told I have to buy a better one it a joke I pay £50 a month for this crap going BT when my year contact end
- Location
-
- Location
- Truro
- Reviewing
- Zen
- Date
- 2019-06-05
- Comments
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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!)
Called Zen sales team on 29-May, decided on the package & within one week BT OpenReach had installed new fibre line to my property and I am now using Zen's supplied Fritz!Box router and getting 69Mbs download/ 18Mbs upload. Very happy customer!
- Location
-
- Location
- Marlow
- Reviewing
- Zen
- Date
- 2018-01-20
- Comments
-
Moved to Zen from BT and it's like night and day. Consistently high speeds (in the region of 60mbps + at the router) and very few drop outs. I have used support because there was an issue with our router which turned out to be because it was too close to the smart meter. Support was great, quick and based in the UK. What's not to like?
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2018-10-17
- Comments
-
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!
- Location
-
- 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
-
- Location
- Prestwood
- Reviewing
- Zen
- Date
- 2021-06-22
- Comments
-
Utter rubbish promised like 10 or 20 but get 0.005 absolute scam
- Location
-
- Location
- Kent
- Reviewing
- Zen
- Date
- 2016-04-30
- Comments
-
I've been with Zen for quite a while and have experience both traditional broadband and FTTC including an upgrade. I've never had a problem with their service and on the odd occasion when the "internet" has gone down they have always helped me to locate the problem, which is invariably at my end. Would not hesitate to recommend them.
- Location
-
- Location
- Edinburgh
- Reviewing
- Zen
- Date
- 2019-02-14
- Comments
-
Combination of bt and zen = very poor service
charges for installation go up as service goes down, zen don't appear to care, service nothing like it used to be.Bt never cared
- Location
-
- Location
- Lytham St Annes
- Reviewing
- Zen
- Date
- 2022-11-18
- Comments
-
I have been a customer of Zen for 15 years at my previous address and was reasonably satisfied with their service and prepared to pay their premium charges. Two months ago I moved house and upgraded to Full Fibre Broadband and Digital Voice and it has been a total nightmare ever since. Delays in getting the service installed and digital voice service not ordered until after the full fibre had been installed so I was without a home phone for weeks . The digital voice didn't work properly for a couple of weeks after installation. Every time I ring Zen with a problem I am told a different tale. Sometimes I speak to someone who knows what they are doing but others seem to be making it up as they go along. Endless problems trying to log in to my customer portal (account) and keep getting locked out though I know I have entered correct username and password so have to keep resetting a new password. Also having problems with accounts department trying to overcharge me and they do not bother to reply to my emails.
I am BITTERLY sorry I remained loyal to Zen, what a useless shower of a company. I am tied in for 18 months with them but they won't see me for dust once my contract is up
- Location
-
- Location
- Scotland
- Reviewing
- Zen
- Date
- 2020-09-20
- Comments
-
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
-
- Location
- Rossendale
- Reviewing
- Zen
- Date
- 2017-11-28
- Comments
-
Amazing!!! We live on a hillside & have always struggled with broadband speed. Tried BT, Plusnet, TalkTalk, back to BT etc. It's been a total nightmare for the last 5 years, until we switched to Zen. Previous max speed has not gone above 2 megabytes. It's been impossible to watch Iplayer without major buffering issues, constantly had to call out the engineers. With Zen, we get between 11 - 12 megs & it's like being in a new, modern world!!! HWe've had Zen for about 2 months now & not had one single problem - ever! I really cannot recommend them highly enough - I guess it must be down to the amazing router they supply.
- Location
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