204 Customer Reviews over 6 pages
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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
-
- 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
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- 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
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- Location
- Altrincham
- Reviewing
- Zen
- Date
- 2018-01-26
- Comments
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Don't understand all the negative reviews. Would really like to know (from Zen)why some people have had such a bad experience. I accept thay are not cheap (you get what you pay for)and there are no introductory special offers, but after my previous supplier (firenet)suddenly abandoned all their customers without notice, Zen was like a breath of fresh air. I am using my own router and most of the time am using a wired connection to my pc so don't know if that is one reason I have had no problems. Their customer service is second to none, spending a long time on the phone to help me set up/ solve problems. They even identified an incorrect setting on my own router that had been causing a previously unresolved problem with my previous provider (who even had an engineer out who failed to find the issue. Maybe I have been lucky but am very happy with Zen and prepared to accept the relatively high price for the service and support received.
- Location
-
- Location
- Anglia
- Reviewing
- Zen
- Date
- 2012-04-06
- Comments
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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
- Ash
- Reviewing
- Zen
- Date
- 2019-05-27
- Comments
-
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)!
At first we could guarantee our connection but at Christmas we had breaks in high usage times & thats continued. Not as bad as the other suppliers but wet evenings, bank holiday evenings. Saturday nights & this morning around 8 until now 8.45. No WiFi.it is the most expensive I have had in 15 years no phone with it £35 A month & I was willing to pay while it worked.. but what now??
- Location
-
- Location
- Barnsley
- Reviewing
- Zen
- Date
- 2020-05-18
- Comments
-
Have been with Zen for well over 10 years now and have never had a problem, their service is faultless.
- Location
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- Location
- Bath
- Reviewing
- Zen
- Date
- 2020-07-29
- Comments
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After using other ISPs I have now been with Zen for a few years and have no intention of switching. I have always found them reliable, easy to contact, helpful and with very professional customer support. They are now very competitively priced.
Just as an example, I wanted to introduce a wireless mesh network into my old rambling house. The Fritz!box routers supplied by Zen are already mesh enabled and they offer an "EveryRoom" mesh service for a small extra cost each month with a 2-year contract period. This includes supply of a Fritz! Repeater 3000. At the same time I decided to upgrade to their newer and more capable Fritz!Box 7530 router at a much discounted price. This then allowed me to use the old Fritz!Box 3490 as a further mesh repeater.
Notwithstanding the Cov19 lockdown, I received both new items the next morning and very quickly had the new mesh network up and running using the Fritz! WLAN App. I have a FTTC landline, and with the new Fritz!Box router and repeaters have a consistent 15% increase in download speed with greatly extended range including a garden studio 25 metres from the house and in a garage 40 metres from the nearest repeater. Nor have I experienced any service interruptions over the month since installation.
I rate Zen as excellent and by far the best service provider I have used. The new Fritz!Box mesh network is a doddle to set up, very capable and delivers top-notch performance.
- Location
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- 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
- Beds
- Reviewing
- Zen
- Date
- 2015-06-30
- Comments
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Have been with Zen for 10 years+.
Can't fault them. Excellent customer service, excellent reliability, excellent speeds.
Also will quite happily cater for the more technical-minded customers who want to be able to adjust things like target SNR margins etc. No hassle, straight through to tech support who had it changed within minutes.
Keep up the good work.
- Location
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- Location
- Berkshire
- Reviewing
- Zen
- Date
- 2023-07-29
- Comments
-
Zen used to be fantastic. Sure you paid a bit more but you got your moneys worth.
In the last year though it’s gotten awful. We’ve had a fault on our connection causing high latency for over a month. At first Zen told me the router was faulty so they sent a new one. That didn’t fix it so they said it must be the WiFi and I needed to go through every single device connected to it and do some troubleshooting. I didn’t fancy doing that so I just connected everything to a cheap 4G router to see if the fault remained. It didn’t so it couldn’t be a device on my network causing an issue. When i called in to report that they tell me it’s an issue at the local exchange effecting the whole atea and Openreach will be out to fix it. Whatever fix they did didn’t last long as the fault has reoccurred. I call up zen to tell them this and lo and behold they want to send me a new router or blame the WiFi when literally a week ago the EXACT same problems with the EXACT same symptoms were due to a fault in the exchange. It’s exasperating. They are on very thin ice. I’m one more bad tech support call away from moving to a different provider.
- Location
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- 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
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- Location
- Birkenhead
- Reviewing
- Zen
- Date
- 2024-04-08
- Comments
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Beyond awful should be 0 stars. No communication then my job to chase them!! 2 weeks no internet ready April 10th
- Location
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- 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
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- Location
- Birmingham
- Reviewing
- Zen
- Date
- 2017-07-04
- Comments
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Since moving to Zen my line speed has doubled to 18mbs after a poor intermittent service by a much more well hyped provider. Also, the line has been solid for 3 months now and Fitzi router is impressive for speed and versatillity and ease of use. I was with Zen after they first started in 1997 and had to leave due to house move but delighted to be back with an excellent company.
- Location
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- Location
- Birmingham
- Reviewing
- Zen
- Date
- 2023-11-17
- Comments
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Nice people but the service has got worse over the years. First sign of a problem, and all they do is fob you off, test after test. 12 weeks later and a download speed of 0.1 upload speed of 6. Can't even watch catch up without whirring. Once you have a problem, they don't call you back and don't answer emails. AVOID AT ALL COST. Once you were great, now you're bad. Well done you.
- Location
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- Location
- Birmingham
- Reviewing
- Zen
- Date
- 2023-10-31
- Comments
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Was a previously a happy customer but left several years ago due to lack of fibre.
Just rejoined and the customer service isn’t what it was. Trying to get the email address on my account changed has taken two live chats both of which “updated” the address and just abandoned a call after 25 mins on hold
- 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
- 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
- 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
- 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
- Brighton
- Reviewing
- Zen
- Date
- 2018-02-14
- Comments
-
No other company comes close.
- Location
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- 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
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- Location
- Brixton
- Reviewing
- Zen
- Date
- 2023-02-18
- Comments
-
Unbelievably poor broadband since we joined last year. Constant drop outs even after two engineer visits meaning we can’t rely on Zen Broadband for even the simplest of tasks. Avoid. Which? should also be asking themselves questions too.
- Location
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- Location
- Buckinghamshire
- Reviewing
- Zen
- Date
- 2019-03-26
- Comments
-
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.
- Location
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- Location
- Caerphilly
- Reviewing
- Zen
- Date
- 2020-07-01
- Comments
-
Excellent service from an ISP that allows extra functionality.
Great that you can use your own router.
Reliability has been very good, and speeds are consistently the maximum my line allows.
- Location
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- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2021-12-17
- Comments
-
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
- Cambridge
- Reviewing
- Zen
- Date
- 2022-03-01
- Comments
-
AVOID! Appalling customer service, support emails go unanswered, support requests not handled correctly. AN APPALLING COMPANY BADLY RUN.
- Location
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- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2016-10-06
- Comments
-
Terrible - originally they were great but now I think they must have been taken over because they are now just as appalling as all the rest. Customer service is the usual press this for that and then you are transferred to countless people where you have to repeat your name address multiple times.
- Location
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- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2023-07-27
- Comments
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It used to be a pretty standard Internet provider but with polite customer service, with enough staff to answer calls within minutes. It was the only reason why it had 5 star reviews. Now it doesn't have even that advantage so there is absolutely no point in choosing it over cheaper options. Today we had the second cut in one month. There are no more options to check the status online, just some mysterious descriptions like NGA GEA_FTTC NMBDMC Felixstowe PCP 17. Is it mine? Is it not? There were definitely not a single one saying Cambridge. So you have to call the provider to find out. And today I was 21st in the call queue.
- Location
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- Location
- Chertsey
- Reviewing
- Zen
- Date
- 2020-07-22
- 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
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- Location
- Chichester
- Reviewing
- Zen
- Date
- 2020-02-08
- Comments
-
I called Sales on Saturday 08 Feb (@ 16:20), to discuss coming over to them from BT. Live chat wasn't available.
I was on hold for 15 mins before I hung up.
Hello Zen, this is the Sales line, a customer's first contact. Wake up! I can't even sign up with them, even if I wanted to, as no one answers the phone.
Shame really, as they had generally good reviews.
(Really, all your agents are busy on other calls on late Saturday afternoon at 16:20, when you close at 17:00? c'mon! There was no one there!)
- Location
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- Location
- Co Durham
- Reviewing
- Zen
- Date
- 2015-02-07
- Comments
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I have been with ZEN a number of years now. I cannot fault them for their service or speed. Before I was with them I was frustrated at broadband dropping out etc etc. Zen customer service are great nothing is too much trouble for them.If I have a problem then it is sorted out quickly staff are friendly and knowledgeable.
Its not the cheapest but I need the reliability of the net for our business.
- Location
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- Location
- Consett
- Reviewing
- Zen
- Date
- 2020-03-15
- Comments
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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
- Craigavon
- Reviewing
- Zen
- Date
- 2019-08-05
- Comments
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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....
- Location
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- Location
- Derby
- Reviewing
- Zen
- Date
- 2022-08-30
- Comments
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As a new customer I was excited to try Zen. I signed the contract and then everything went wrong. Firstly router was sent to the wrong address and then on installation day they decided to not install it due to various reasons. I was COVID positive so I did explain 3 days before installation that my landlord and neighbor would facilitate the day and I'd not be going to the new flat (I remained at my current property whilst they were at my new place to help with the install which did not go ahead). I rang the engineer on the day (lanlord gave me his number) and he said he'd get back to me in 15 mins to let me know what's happening.. by end of the day I heard nothing, they just left and did not install it. A wasted day. My lanlord had a funeral that day and still tried to help me get it sorted by being there and it did not happen. I complained and their excuses ranged from COVID to me not signing a form (apparently I had signed so that wasn't the issue and COVID wise I wasn't there, my neighbor and lanlord were). Fast forward to today the new plan was for the install to happen and I'd be there (they gave a 8 - 1pm time slot). They turned up at 5.30pm no apologies no updates after they were late, nothing. I'm absolutely appalled. When I rang them up at 1.30pm they said give it until 6pm even though the time they gave was 8 - 1. I wasted an entire day waiting for them to arrive. I don't understand why the engineers can't ring you to say they won't make it until later on I'd have been okay with that, I could have gone home and done something with my day but heard nothing. I know it's not Zens fault but the engineers install your internet they should also communicate to the customers. The worst thing is if I wasn't there it would be a £90 fine but for them it's okay to not stick to their appointment times.
- Location
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- Location
- Derby
- Reviewing
- Zen
- Date
- 2019-11-03
- Comments
-
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.
The second contract is for fibre. I have just measured speed six days into this contract - 0.10mpbs. I have stopped watching online film for the second time in 30 minutes and the second evening since Zen took over my service. At other times, speed reaches 40mpbs.
With property 1, my router would not connect to Zen. It had connected with my previous ISP (not supplied with that ISP so not tethered to them/blocked). Zen had no answer. It connected after I switched off my mobile phone and gave up with tech support.
Both connections took in excess of 5-6 hours to be up and running.
Will be wasting work time again tomorrow - ringing Zen. Feel foolish for believing Which's recommendation.
- Location
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- Location
- Derbyshire
- Reviewing
- Zen
- Date
- 2022-01-07
- Comments
-
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
- Dorset
- Reviewing
- Zen
- Date
- 2020-12-08
- Comments
-
Spot on stnadard of service and great technical support.
- 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.