New fibre
Purchase, installation and setup was easy. Slight hurdle in automatically confirming my broadband details for setting up my own router but the help team sorted it asap
4.4
Great
999 reviews
5-star
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💬Hasn't replied to negative reviews
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Review summary
Zen Internet receives consistently positive reviews. Customers particularly appreciate service and reliable, though some mention concerns about customer service and expensive.
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Based on reviews, created with AISee what reviewers are saying
Changed from a different provider due to Cost
Changed from a different provider due to cost. Didn't expect the Internet to be this slow. Tried cancelling within the two week "cooling off" period. They said it was only from the date of order, rather than date of delivery. Not happy
Zen sign on process
Daniel, took me through the process. He was polite, professional and knowledgeable. Despite the process not being straightforward in my case he guided me throughout without a hitch. I'm looking forward to having Zen as my ISP
The very fact that I never have to…
The very fact that I never have to think about my service or the speeds tells me I have a five star consistent connection to the internet, I have been with Zen for a good few years now and it’s always been the same, five star, excellent speeds and great pricing.
Company details
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Contact info
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Website
www.zen.co.uk
All reviews
999 total • Write a review
Showing 91 - 100 of 995 reviews
KB
Very Satsified
Smooth and effortless move from my old ISP two weeks ago. A decent router supplied and speeds are exactly as promised. I was told my Static IP address in advance, so I was able to fully prepare for the changeover. Cost is a little steep compared to other providers, but happy to pay a bit extra for a better level of service. I'm very satisfied and had a good experience so far.
Date of experience: July 12, 2025
T
Thishan
US
Internet connection has been consistent…
Internet connection has been consistent for majority. But as soon as more people join the network lines get busy like every other provider and then we are back to square one. Customer support isn’t 24/7 and very limited in my opinion. Not the cheapest broadband on the market. When they do refund for inconvenience it litterly is for the minutes or hours you’ve had no connection so super tight in that department - doesn’t make up for the inconvenience
Date of experience: July 12, 2025
JB
I saw that Zen had been recommended by…
I saw that Zen had been recommended by Which, as I was just out of contract I decided to give them a try. The ordering process and installation was very easy to understand and complete. We’re not yet full fibre but the speed has already improved.
Date of experience: July 12, 2025
MD
I have been a customer of Zen for…
I have been a customer of Zen for several years & unlike my previous broadband provider, have never received poor service. Good customer service & you actually speak to a real person based in the UK. Broadband speed excellent. Set price scheme, so you know exactly how much you will pay each month, over the life of the contract.
Date of experience: July 12, 2025
ML
This provider has hidden charges and…
This provider has hidden charges and try to charge OAP's £150 for a call out due to a break in the cable, which was only 3inches deep, not the required depth of 9.8 inches. Stay away at all costs
Date of experience: July 11, 2025
K
KC
US
Zen not living up to expectation
Went to Zen for FTTP on a recommendation, price was more than current ISP for FTTP but liked the idea of supporting an independent and it seemed Zen were small enough to care and provide good service if needed. Well, things haven't been good, the connection drops out periodically, it can be lots of disconnect and reconnects in succession or a few here and there, all terminate the internet connection so really not suitable for connection dependent tasks. The phone support people are nice to speak to and pay good lip service but there is no substance to anything they do. I've had internet connections continuously since he early 90's and have worked in IT since '97, if in my line of work if there was a connectivity issue like this I'd be expected to fix it. Zen tell you that in no uncertain terms there is no SLA or guarantee of 100% uptime. I understand this but where a customer is experiencing this type of intermittent outage on a frequent basis surely it's not acceptable and should be investigated, but no, the response is typically "it's up now, seems stable, see how you go", then it drops out again at some point. It's been 2 months, it's not stable so have decided to move back to my former ISP (FTTC) who were more adept at fault resolution. To cancel, the retentions team require the technical team to authorise the cancellation without any termination fees. The technical team have acknowledged that the service has been down over 20 times, but that's not bad enough to justify a waiver of the termination fee. I was on the phone with them earlier and again was advised that there was no active fault, it was fine and there was zero packet loss and if an Openreach engineer was sent out I would be charged £180 as it would be likely they would find no fault as the issue is, wait for it... "intermittent" but there is actually 100% packet loss when the issue occurs. This troubleshooting methodology seems quite flawed since it's obvious there is an issue, it's intermittent and so what the technical team should surely be doing is things like checking past logs of the various devices from when the time the issue occurred which may include the infrastructure Zen manage and could also include Openreach infrastructure. Checking the line every time I call when there is no issue seems nonsensical. In fact, Zen engineers have advised that when I experience the issue, other Zen users at the Exchange also experience drops. At this point in time, Zen want just over £800 to cancel the service which is absolutely extraordinary and quite obscene given the circumstances, I really struggle to see how this can be justified. So beware, if you have a non-problematic experience with Zen then it seems you'll be fine but if you experience any issues like I have then you'll struggle. I always feel a company's performance shouldn't be just based on what it does well, but also how well it deals with problems and I'm sorry Zen falls short in this department. It's actually quite disappointing and a kick in the teeth, placing trust in and making the effort to switch over to Zen only for them to not live up to expectation and be charged over £800 to leave because of their deficiencies.
Date of experience: July 11, 2025
DG
Zen are just the best team to deal…
Zen are just the best team to deal with. Quick to answer the phone (vanishingly rare attribute these days) and exceptionally helpful and professional as always. BIG pat on the back.
Date of experience: July 11, 2025
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