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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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 toβ¦
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 itβs 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 β’ Write a review
Showing 711 - 720 of 995 reviews
FB
Great service
Great service, excellent results, and amazing customer services. Huge saving compared to BT.
Date of experience: May 16, 2025
M
The best internet provider
I've been a Zen Internet customer for quite a few years - and always had quick and efficient service. I've recently upgraded to fibre with Zen guiding the process. The enhanced system works fine and again I'm very pleased with the service Zen provides. I think though it's not just when things go right that 5* is awarded but how a company accepts change. We did find out part way through the upgrade that I needed a slightly different product from that initially specified. Zen immediately accepted that the change would benefit me, the customer, and organised appropriate change of hardware. Nothing was too much trouble. Thank you Jordan B at Zen for making the change so easy; customer service above and beyond. In summary, Zen certainly deserve their Which rating for great service and also listening to (and changing if necessary) what their customers want. I'm looking forward to many more years of great service.
Date of experience: May 16, 2025
MG
The service is great but the problem Iβ¦
The service is great but the problem I had personally was that the representative misled me, by giving the impression that all the contract fees with the previous company would be taken care of, the dispute was resolved and apart from that the service is good.
Date of experience: May 16, 2025
DD
Organising converting to Zen was easy
Organising converting to Zen was easy online. Then surveyors were instructed to attend my address before installation. They initially said that broadband could not be fitted due to a tarmac driveway. They saw an extra cable in the box outside the address but did not bother to knock on the door to ask what it was. It was a trunking cable that I had installed a couple of years prior for super fast fibre. If I had not have seen them, they would have gone away quoting that I could not have super fast fibre. They then did a test to ensure no kinks in the trunking prior to fitting (and of course the test worked). That was where the communication ended and do not pass on that message to the fitters a couple of weeks later. The fitters were coming out expecting to dig up some of my driveway to fit the cable. Communication is key and it did not happen on this occasion. After I explained the trunking fitted under the driveway it was all good from there and then the engineer worked with me to get the best scenario for where to fit the outside fibre box. After installation I am disappointed that I do not get the speed that I paid for even in the lounge where the box was fitted. The speeds are not as good as I thought they were going to be in the rest of the house and I was informed I would have to pay Β£10 a month extra which I am not happy about as I already pay for Β£40 a month with an alleged download speed of 900mbpm.
Date of experience: May 16, 2025
J
James
US
Appalling communication and customer support
Ordered Zen 2 months ago - 2 months wait for CityFibre to come out. Last Friday, CityFibre confirmed the appointment was happening. Zen confirmed the appointment was happening and if I missed it, I'd have to pay. 2 days ago, Zen say CityFibre are unable to install it, I emailed asking for an explanation. No response. Then I get an email and text off CityFibre stating the appointment is on. I emailed Zen again asking for an explanation and showing them pictures of the CityFibre duct covers literally next to my house. No response. I therefore have to take the day off work because I can't afford a missed appointment charge. I get a text from CityFibre on the day. Then no one showed up. I spent about an hour on live chat with Zen, only to get a generic explanation, then abruptly cut off. While Zen may not be to blame for not being able to do the install, the lack of communication and overall customer support is appalling.
Date of experience: May 16, 2025
M
Max
US
Zen is god, BUT
Zen provides a very good service. Internet is reliable and you get to speak to human beings. But its extra service to provide cover to every room is expensive (Β£9 per month). Over the years I have paid for the mesh extender box many times over. The identical box by Fritzbox is available for Β£149 on amazon. Sadly zen could do nothing about the price, telling me that a replacement on Amazon would be very expensive. It is not.
Date of experience: May 16, 2025
GH
The ease and switching to Zen
The ease and switching to Zen was so easy and Amanda was so helpful and she made the whole process a pleasure to do. Any worries I had about switching were quickly removed. She explained everything that needed to be done and the timescale involved in a slow reassuring way and made sure I knew exactly what was happening as we progressed through the switch. She gave me a very personal welcome and was a credit to Zen and so nice to talk to a real person. Thank you Amanda
Date of experience: May 16, 2025
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