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 161 - 170 of 995 reviews
KB
Time to leave Zen.
Zen used to have superb personal customer service. You could pick up the phone and speak to a real person in Yorkshire about your broadband, phone, or email issue, and get the matter resolved swiftly and efficiently. Not any more. They've gone virtual. Now it's chat bots, or text chats with agents. It's a disaster. The only reason to be with Zen has now gone.
Date of experience: July 7, 2025
PP
Great Customer Service.…
Following the demise of the company that delivered City Fibre for our Broadband,we looked at various options and settled on Zen. How pleased are we with that decision! There was as immediate uplift in customer service, which continues to this day. We would have no hesitation in recommending them.
Date of experience: July 7, 2025
JC
Excellent Internet Service
Excellent service from installation to now.
Date of experience: July 7, 2025
AC
City Fibre made a terrible job of laying the cable
I have no problem with Zen but I am disgusted with City Fibre. They made a TERRIBLE job laying the broadband cable in my front garden, making no attempt to bury it in the soil but just left it lying on the surface weaving in and out of the plants. Being a thin brown cable it is very easy to mistake it for a branch of a shrub or bush. In fact it was so easy to mistake it for a branch my wife cut it working in the garden after only 4 days and the cable had to be repaired. I am still waiting for City Fibre to come out and relay the cable properly but they seem reluctant to do it. If I had known City Fibre would make such an amateurish job of laying the cable I would not have gone with them as I already had a perfectly good Virgin broadband cable that had been there for over 20 years with NO problems. I am afraid I shall not be recommending City Fibre on the many technical forums that I comment on.
Date of experience: July 6, 2025
C
Consumer
US
It really is Zen magic
I’m so glad that I have switched to Zen through City Fibre. The internet is now so fast on upload and downloading. I did get a Fritz repeater to use in what used to be a dead zone in the house - which has opened the whole property up to excellent WiFi signal. Had this installed just over 2 weeks ago - the whole experience was great. This means we can watch tv in different rooms through either a streaming device or the in built streaming of the tv. Saving money on other providers who we were previously with, what’s not to like about that!
Date of experience: July 6, 2025
MJ
Far better service from Zen than that…
Far better service from Zen than that outfit who pretends to be the best. EE. Inefficient company replaced by people who care.
Date of experience: July 6, 2025
N
Nuggy
US
Zen internet
Zen internet customer service is the best 5 stars. They are not the cheapest but there are no price rises for the duration of the contract. I went for the fibre 900 which is £50 per month, with the guarantee of a minimum speed of 505. Upstairs was no issue internet everywhere and super fast as promised with speeds of 810. But downstairs was an issue so after the contract was signed I required a booster. Which comes at a charge of £9 per month, some places will give you a booster free of charge but zen charge so the total is £59. The booster has done its job and internet is everywhere and with the promised speeds. Overall I give it a 4/5 because of the extra charge.
Date of experience: July 6, 2025
A
Avri
US
Terrible customer services & technical problems
Terrible customer services. Endless technical problems. Can’t wait to leave them. It took them 18 months to resolve. Their staff and managers did not address the issues. They just kept telling us there wasn’t a problem. When OpenReach confirmed there was a fault Zen still ignored it. After 3 visits from OpenReach (who the fixed it) Zen then argued the toss on compensation. As you can’t contact OpenReach directly and have to go through your provider Zen we’re clearly the problem.
Date of experience: July 6, 2025
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