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 791 - 800 of 995 reviews
AY
I'm glad to be back
I'm glad to be back. I had many happy years with Zen previously, and only left because my employer provided free internet. Their service is amazing. I only wish full fibre was available here, or there was a way to know if/when my estate will get it.
Date of experience: May 11, 2025
AH
Daniel was very informative and helpful
Daniel was very informative and helpful
Date of experience: May 10, 2025
Tx
Tony x
US
I really wanted to like Zen but...
I really wanted to like Zen. They appeared to offer good customer service albeit through being a bit more expensive. I initially thought I had just been unlucky with my experiences with Zen. I then thought perhaps I had been very unlucky but now, wellβ¦the same errors kept arising again and again and I struggle to believe it is anything to do with luck. On contacting Zen early March 2025, a connection date for broadband on March 22nd was agreed. It's now May 9th and there is no connection. I was initially advised I would need to complete a permission to work form which I duly did and returned. It was then problems beganβ¦ Firstly, Zen lost the form, asked for another which I was unable to provide as the system said I had already submitted one. I forwarded a receipt of the submitted form and asked for an acknowledgement. They did not reply. They also sent me an ambiguous email which I asked them to clarify. They did not reply They then found the form and informed me an error had been made with an engineer submitting incorrect information. They told me my case would be escalated. I later was told the escalation had been declined but they gave me a date I would be updated They did not update me. On calling them I was told I'd been given the wrong date. They gave me a further date they would call me. They did not call I called them to ask why they didn't call. They apologised and gave me a new date they would call me to update me. They again did not call. I contacted Zen who apologised again and gave me a date when they would email me with an update. They did not email me. At this point I gave up contacting them. It appeared futile. Customer services are easy to contact and polite but, in my case, repeatedly ineffectual. Things would be so much better if the customer service team would either keep their promises or simply not make promises they can't keep. Update Although our initial installation date was March 22nd, we got connected on July 9th. For much of the interim, we had to pay to be on a rolling contract with our old internet provider which is Β£14.50 / month more.
Date of experience: May 10, 2025
MG
Helpful customer service
I received friendly and helpful customer service from Zen when I had to extend my cancellation date recently. It's commendable that they maintain a high standard of service despite my cancellation (for an unrelated reason).
Date of experience: May 10, 2025
KS
Great reliability
Great reliability. Clear pricing. Keeps me informed. Good speeds.
Date of experience: May 10, 2025
JH
Excellent broadband , fast and great coverage Letβs get to the crux of the review
Letβs get to the crux of the review , the broadband is excellent, fast , no areas of the house or garden where it does not work , the installation was easy as the cables were already in place and do that took less than 30 mins , the only issue was the lead in time which was about two weeks from signing up but they must be busy for a reason , so nothing negative really they deliver really good internet speeds full stop
Date of experience: May 10, 2025
LD
Alround awesome nothing bad to say
Zen are amazing great customer experience from start to finish and excellent service! cannot recommend enough
Date of experience: May 10, 2025
M
Martin
US
Zen customer service has been excellent
Most of the time our internet download speed is a steady 30-35 Mbps. When it fails (generally about twice a year) it is has been due a failure connected with Openreach. When this happens Zen customer service has been excellent.
Date of experience: May 10, 2025
CB
Chan B
US
Delay in fibre connection
I have been with Zen on and off over the years. Recently I feel there has been a lack of knowledgeable staff in the company. I placed an order for 1.6gbps fibre connection through a phone call as their auto switch option online would not process my application. The customer service executive ended up placing the order for an incorrect ONT resulting in the Openreach engineer unable to connect me to Zen. It then took Zen over a week to let me know that my connection will be delayed by more than three weeks as they could not get any early appointment for an Openreach engineer. What is disappointing is when I chased up 24 hours the supposed installation date for an update, they had noted in their records that the 'customer had placed the wrong order hence installation could not proceed '. When I contested that, she then looked through the technical support phone call with me and openreach engineer and established indeed that it was the customer service executive who had placed a Line 2 full fibre connection of 1.6gbps and a 4 port ONT placement. The openreach engineer had clearly communicated to the tech team on the day of installation that 4 port ENT is not compatible with 1.6gbps hence the connection was not getting activated. He then asked Zen to revise the order to a working line take over requiring another openreach engineer visit giving at least 24 hours for the line to reset.
Date of experience: May 10, 2025
sj
Can't fault the service by Zenβ¦
Can't fault the service by Zen themselves. However I can't say the same about the courier that delivered the router.
Date of experience: May 10, 2025
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