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
4-star
3-star
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1-star
💬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
Information provided by various external sources
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Contact info
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Website
www.zen.co.uk
All reviews
999 total • Write a review
Showing 731 - 740 of 995 reviews
JW
Up to now I have no complaints.
Up to now I have no complaints.
Date of experience: May 15, 2025
PW
Efficient and understanding service…
Efficient and understanding service from Zen staff when I contacted them following a family bereavement. Excellent.
Date of experience: May 14, 2025
CG
So refreshing to speak to a firm that…
So refreshing to speak to a firm that values customer service. The website was well designed and easy to apply. Zen are handling the transfer from my existing provider for me which is fab and easy. When I had a question I called in and spoke to customer representatives who were very knowledgeable, polite and really helpful. I hope Zen stay this way.
Date of experience: May 14, 2025
SL
Very welcoming
He made me feel really welcome ( matthew Vaughan) and explained everything think to me all the different options but did not pressure me into buying the most expensive one or any add ons they provide. Also very clear when explaining stuff.
Date of experience: May 14, 2025
V
Victoria
US
Voucher received after long delay
Really disappointing. I signed up to Zen last September due to the £100 Amazon voucher and alleged good customer service. I have had to chase for the voucher multiple times since and was eventually sent a link at the end of April - but when I clicked the link 5 days later it said it had expired. When I went back to Zen about this, they said it was my fault (despite no instructions or time limits in that email). They are now refusing to reissue it, saying that I ‘did not correctly follow the process’. I’m exhausted. The customer most definitely is not ‘always right’ with them! I will be getting out of this contract as soon as I can if they can’t fix this. Update: Dale from the complaints team got in touch with me the same day I posted this review and was very helpful. There was a further admin issue but Dale sorted this as well, as soon as I let him know, and I received the £100 on 10 June. Thank you.
Date of experience: May 14, 2025
BT
I have been with them for what seems…
I have been with them for what seems like forever and introduced to Zen by my sons who are IT professionals so have no comparison with another IT company!
Date of experience: May 14, 2025
G
George
US
The change over was ok
The change over was ok. My reason for not giving 5 stars. It is what Zen/Openreach do not tell you. The complete change over of internet and phone line was longer than expected. Very little advice from Openreach. Having to check in with Zen as to what we need to do to have the WIFI up and running. Then we find, that going digital means no more 1471, so if we are out we cannot tell if anyone has phoned us. We are told digital is better. The jury is out, have seen no improvement over previous copper wires. I am still getting used to Zen web account. Does not seem to be laid out as easy as my previous supplier. So ask the questions we were not alerted to before deciding to go with Zen/Openreach/digital.
Date of experience: May 13, 2025
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