Zen Internet
View company profile →
Zen - good while everything works, rubbish when it goes wrong.
I have used Zen for about 3 years with no problems apart from a very occasional brief connection dropout. A few days ago the dropouts increased in frequency, sometimes dropping out every few minutes. It continued to get worse over the next few days, and during this time I talked many times to their technical support people via live chat and email. Each time I got a different person, and each time I gave them my case number. All of these people were courteous and helpful, but all asked me to do the same thing at different times. It was obvious from the beginning from the various tests that the problem was the router. Research showed that this had a normal working life of 3-5 years. We have had ours for over 3. I suggested in each communication that they provide a replacement router to test this, and they would not answer this query. After several days I have given up, and decided to change provider. Update 11/7/25:- I provided Zen with the case information they requested in their reply. I would like to add that during the case the following technical support people contacted me; Abbas, Fozia, Charlie, Nicole, Thomas, Amrita. I have no complaint at all about any of these people, who were just doing their job. In fact, the last person to contact me (unfortunately after I had already changed provider) agreed that it could be a router problem, and wanted to send me a replacement to test. I think Zen's problem is that they need to assign each new technical issue case to a specific person.