Zen Internet
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I really wanted to like Zen but...
I really wanted to like Zen. They appeared to offer good customer service albeit through being a bit more expensive. I initially thought I had just been unlucky with my experiences with Zen. I then thought perhaps I had been very unlucky but now, well…the same errors kept arising again and again and I struggle to believe it is anything to do with luck. On contacting Zen early March 2025, a connection date for broadband on March 22nd was agreed. It's now May 9th and there is no connection. I was initially advised I would need to complete a permission to work form which I duly did and returned. It was then problems began… Firstly, Zen lost the form, asked for another which I was unable to provide as the system said I had already submitted one. I forwarded a receipt of the submitted form and asked for an acknowledgement. They did not reply. They also sent me an ambiguous email which I asked them to clarify. They did not reply They then found the form and informed me an error had been made with an engineer submitting incorrect information. They told me my case would be escalated. I later was told the escalation had been declined but they gave me a date I would be updated They did not update me. On calling them I was told I'd been given the wrong date. They gave me a further date they would call me. They did not call I called them to ask why they didn't call. They apologised and gave me a new date they would call me to update me. They again did not call. I contacted Zen who apologised again and gave me a date when they would email me with an update. They did not email me. At this point I gave up contacting them. It appeared futile. Customer services are easy to contact and polite but, in my case, repeatedly ineffectual. Things would be so much better if the customer service team would either keep their promises or simply not make promises they can't keep. Update Although our initial installation date was March 22nd, we got connected on July 9th. For much of the interim, we had to pay to be on a rolling contract with our old internet provider which is £14.50 / month more.