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
Useful
Share
4.4
Great
999 reviews
5-star
4-star
3-star
2-star
1-star
💬Hasn't replied to negative reviews
📋
Companies on CrowdTrust can't offer incentives or pay to hide any reviews.
Review summary
Zen Internet receives consistently positive reviews. Customers particularly appreciate service and reliable, though some mention concerns about customer service and expensive.
✨
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
Useful
Share
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
Useful
Share
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.
Useful
Share
Company details
Information provided by various external sources
No description available yet.
Contact info
🌐
Website
www.zen.co.uk
All reviews
999 total • Write a review
Showing 311 - 320 of 995 reviews
P
Broadband issues fixed, hopefully plain sailing from here on out
Update 27/06/25 We are now back on a stable connection and are receiving our advertised speeds, Zen were also kind enough to more than compensate me for the bad experiences. When Zen works it's absolutely fantastic, and they for sure have some great people working there. Shoutout to Helen, cannot fault the staff and their understanding and sympathy but, yes, there's a but.. City Fibre are absolute trash, or at least my dealings with them were. The original install, great (but clearly not perfect), then every subsequent visit since the issues started were absolutely terrible, people turning up without uniform or ID, one turning up unannounced, every story and explanation about the problem completely different, I'm still not actually sure what the problem was 100%. The final engineer seemed more bothered about his trip to get to us than actually explaining what it was or how he fixed it. Maintaining my positive review is going to depend on how the next few weeks and months go, once I've experienced a more stable connection for a while. Just beware City Fibre, I'd seen a few reviews calling them cowboys, I'd hoped it wasn't true, but with my experience it turned out to be. Original Review Was 2 Stars, leaving it up in full for context: ******************************************************** I had Left Virgin Media as service was bad and getting worse and the prices kept creeping up, I hopped over to Zen on the 4th June, change over and instalation by City Fibre was smooth and excellent, they did a good, tidy job and all was good at first, for a week, or so... Then it started, devices randomly disconnecting from my router when they felt like it, intermittent Wi-Fi signal, dropping in and out, and then last Tuesday 17/06/25 complete drop out of the internet altogether, and it's only gotten worse from there. Practically made daily phonecalls to Zen this week, with the WiFi completely dropping out every day for multiple hours, I won't bore you with all the details but suffice to say, after an engineer visit from City Fibre on Friday 20/06/25 it was deemed to be a telegraph pole fault, bad connection or under voltage ect. (Something you thought would've been picked up during instalation, but I digress) It's now been handed over to a sub contractor of City Fibre to fix as City Fibre don't fix Telegraph Pole faults, they put the job down as a high priority as my wife works from home through the WiFi, and was told that the engineers do work on weekends, but alas, here we are Sunday evening 22/06/25 with no WiFi still and our data plans on our phone contracts are now dwindling, not sure what we are going to do about the work from home situation come tomorrow, but we'll cross that bridge and presumably lose pay when we get to it. Like I said in my title not entirely Zen's fault but one thing potential future customers must be made aware of is any engineer costs that are deemed to be from you home and not outside the property incure a charge of £180.00 and a missed appointment charge of £90.00 yes, you read that right people, the company don't swallow the cost they pass it on to the customer, a nice little snippet they don't tell you. And from what a member of staff told me on the phone, it hasn't always been that way, it's a recent change, so something to think about. Will update review if possible when a resolution is reached, because for the 1st week we had it, it was great...
Useful
Share
BH
The installation was good but……
The installation was good and the engineer worked well but we had to employ a company to connect the TV and a different computer wizz to connect the printer. The lack of a working printer was inconvenient at that particular time.
Useful
Share
KD
Our internet drops out or becomes very…
Our internet drops out or becomes very low regularly
Useful
Share
BL
Easily contactable if needed
Easily contactable if needed. Great value product. Regularly updated router.
Useful
Share
DB
Absolutely disgusting service
Absolutely disgusting service. Internet performed below the guaranteed download speed always crashed and didn’t work properly. I was told internet is provider to the property not to us, which doesn’t make sense. I cancelled within 14 days and they are now trying to charge me £500. Which I will not be paying. Steer clear of this company and this internet.
Useful
Share
S
I’ve never had Zen drop connection
I’ve never had Zen drop connection ( other than third party interference ) it’s been stable and delivered all it promised. I’ve had it installed now for +6 years. It’s the price that I always think could be cheaper, its price structure is at premium tier and I would have liked a loyalty offer. Having said that every year I renew another 12 month contract because although you can get cheaper somewhere else the reviews for others often highlight poor customer care or drop outs … I just haven’t had that with Zen and the router provided (Fritz) has never once had a wobble. So I pay the money and I get a premium service, I guess you get what you pay for at the end of the day.
Useful
Share
ML
The switch to zen was straight forward…
The switch to zen was straight forward and we were up and running the same day.
Useful
Share
The CrowdTrust Experience⭐
We're open to all
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.