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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π¬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 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 861 - 870 of 995 reviews
ST
Not achieving minimum download speed
Not achieving minimum download speed: Telephone help line not answered. I called the help line twice. The first call was disconnected without being answered and the second simply rang and rang and was not answered. I then had to use the on line chat to discuss my problem, which was slow and cumbersome. Bottom line is that I signed up and am paying for a 900Mb/s service but have never achieved anything like that speed, generally getting 100-250. The minimum guaranteed speed is 500 and that has been recorded only once.
Date of experience: May 3, 2025
CB
very helpful and fiendly.β¦
very helpful and fiendly.guided me thru everthing thanks again Daniel Mballo
Date of experience: May 2, 2025
MW
Mick W
US
Network problems
EDIT: after posting the following review, Rob from ZEN customer service contacted me and via a series of emals and telephone calls resoved all issues I had with the network. Excellent customer care π Original review:- I had trouble a while ago, your solution was to rename the network which caused a lot of problems. I'm not sure it was fully resolved. More recently, the 5GHz network disappears from time to time - not sure if this is related to the earlier problem. I'm reasonably tech/Computer savvy, but my experience of modern technology is that it is often unreliable and difficult to use.
Date of experience: May 2, 2025
GG
Nathan from the support team has beenβ¦
Nathan from the support team has been very helpful and honest with answering my questions whilst I have been going through the setup process. Looking forward to our wifi upgrade!
Date of experience: May 2, 2025
PR
Zen WiFi
So far everything is all Good WiFi so stable no dropouts speed Consistent all good
Date of experience: May 2, 2025
GS
After an awful experience with openβ¦
After an awful experience with open reach and sky novd over to city fibre and zen can not say what a great customer experience it has been since I switched. Good customer services kept upto date throughout. Speeds are now faster than ever perfect π€©
Date of experience: May 2, 2025
J
Jason
US
Great experience all round
Great experience all round. Clear communication from Zen about when things would happen. Delivery of router occurred in advance of the fibre fit. CityFibre team were good; very polite, communicated clearly and did the job in less time than I though. I used the one touch switching service and this worked painlessly. Such a different experience from BT!
Date of experience: May 2, 2025
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