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
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4.4
Great
999 reviews
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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
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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
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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.
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Company details
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Website
www.zen.co.uk
All reviews
999 total • Write a review
Showing 701 - 710 of 995 reviews
CA
There is a reason they are rated best Internet Provider by Which?
Everything done when they say its going to be done, great communication. No issues contacting by phone or live chat. When you talk to someone, you can understand them and they actually know what they are talking about no idiot with with a script. Total breath of fresh air. Would absolutely get 5 stars if only they didn't provider a router that is capable of their 1.6gb service with their 1.6Gb service. Having is a 1Gb port makes the maximum you can get 940mb either into the property or over ethernet. Now I understand why all these companies offer 900mb. Had to pay £180 for a router with 2.5Gb ports to run the service at advertised speeds over ethernet.
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EJ
Found my brand.
Stability and speed (900mbs) are excellent & consistent. Customer service second to none. Found my brand.
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NF
Customer Service Isn't About being Worthy
Firstly, what I liked: Dedicated IP address. I had the same address for many years, and three different properties. Nice. Open routers. They use the Fritzbox routers, which are fully configurable by the customer, and have the ability to host a VPN server, either using IPSEC or Wireguard, meaning that you can access your home connection from anywhere. If you are in a sensitive business situation and you are 'working from home' but happen to be somewhere more exotic, this works a treat, as it let you pretend to be at home. Fairly responsive and quite knowledgeable technical support. They are NOT 24/7, however, and do depend a lot on Openreach's tools, which aren't always great. And the not-so-good, and why I am neither sorry to give them only three stars or end my business with them. If their price goes down after your contract is up (but you are still using them) they won't give you the lower price unless you sign another 18 months. I have been with them for *years*, pretty happily, so why the hardball tactics? This is how you treat loyal customers? They also didn't have any sense of keeping me as a customer when I complained about the above. A normal company would have transferred me to a retention person, offered me something to keep me, and tried to placate me somehow. But no, it was just 'thank you for calling.' They are full of themselves about being a 'B corporation'. They send out lots of emails, trumpet it on their website, and make it central to their corporate identity. But what have they done (lately) to delight their customers? I realise that it is not one or the other, but I would like to see them focus as much on delighting customers as on CSR. Speaking of which, after I quit, they sent me an email saying that they would expect their router back and charge me £50 if I didn't return it. Another F you to the back of a formerly very loyal customer.
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HL
My internet went down today
My internet went down today. I spent around 4-6 hours chatting to technical support. I think it’s a faulty router they can’t send me a new one as there are none in stock. Are sending me a substandard one to check it’s not the city fibre installation. No internet now for approx 4-5 days until the slow router turns up. Not impressed I’m behind with work, no tv no doorbell no music. I never had this with BT!!!! Staff were nice but ineffective kept repeating fixes I’d already tried not the best Friday I’ve had I’m annoyed 😡
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S
I am not been dramatic avoid these scammers
On the 14th April my service went down, I have since the had 3 tec visits (1x Zen and 2x open reach) I have had to take a total of 2 days off of work. At no point was an alternative service offered such as a 4g dongle at this point have been without service for over 3 weeks. I have also had many(many) hours on the phone running diagnostics. In the end I have signed up with another company.. Here is the best bit, Zen are legally obligated to give you automatic compensation in line with the regulator they are signed up to.. they just offered me 7 days.... Do the maths.. I reported to fault on the 14th April I am still not back up on the 5th June.. 7 days??? They also owe me for the bill they took during the outage. I first realized this was a scam.. yes a scam when the other day after we have exhausted all options and they want me to take another day off work so an open reach tech and come around and do sod all again. I get an email saying "hi sorry for your outage, we need to run some more diagnostics, can you check the Ethernet cable is plugged in" yes.. because the 3 technician visits and 10+ hours on the phone we never checked the cable was plugged in.. this obviously them trying to duck out of their obligations. See you in court. Original review below. Been with Zen for years, from nowhere internet completely down. On Wed I was on the phone over an hour troubleshooting, they decided to send me a router, 2 days later the router shows up but still no internet. 2 hours on the phone this time. They decided they need to send a tech, but then start threatening me with £180 charge.. they leave me with no choice but to disconnect. Really annoyed they are very expensive service so I expect the best.. not threatening me with charges. I want to speak with a team leader who refused.. would rather hide behind his/her keyboard. This is a complete breakdown in customer service.. after requesting to disconnect they offer some sort of watered down line tec that apparently can't even fix it.. so here's my choices. Risk paying £180 take a day off work Pay nothing take 2 days off work be with the internet for longer Or disconnect and leave Your policy has backed me into a corner it's disgusting to be honest. For me it's very simple.. zen should fix my problem end of.. no charges no messing about.. you are after all twice the price of everyone else.
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