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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💬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
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Contact info
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Website
www.zen.co.uk
All reviews
999 total • Write a review
Showing 81 - 90 of 995 reviews
CD
Excellent customer service but a bit…
Excellent customer service but a bit concerned that my internet speed is not even at the minimum guaranteed never mind what I signed up for Only getting 212mbps instead of 500mbps with a guaranteed speed of 250mbps I have contacted them to see what can be done Ah my speed has just gone up to 454mbps download and 256mbps for upload So much happier now
Date of experience: July 13, 2025
J
JH
US
Powered by blind hope and stupidity
From the word go, this has been a catalogue of errors where the Zen contact team have been sometimes powerless to act, and sometimes too lazy or lacking curiousity to bother to resolve. They have also been let down by their agents. Firstly the delivery of the router went somewhere, but nowhere within 5 doors each side of my home. The second router changed delivery times during the course of the day, which I was working from home, before they decided I wasn't in a delivered elsewhere. When I did collect the router it did not work. A total of 150 minutes on the phone later, each time doing the same test, with the same result, but a different conclusion by the agent we still did not have a solution. A final call and a really helpful agent agreed to send an engineer. Sadly we got cut off (something the Zen phone system does willy nilly during hold times or transfers between team members). A recall and we went through the same trouble shoots, sames conclusions, and again a different outcome. An engineer certainly wasn't the right course of action. After a bit of back and forth an engineer was dispatched for the next working day (we're about 8 or 9 days in to a home internet free environment, no TV, no working from home, no smart meters etc) and bang on time, and engineer calls me to tell me I am not home. I am at home. The engineer has been dispatched to the wrong address. As I can see him in the street, I walk up, with ID, address verification and point the error out. He explains he is not insured to go to the 'wrong address'. I explain it is the correct address, he can see it, my verification, where the account is billed on his work order. However the work order address is for the house 6 doors up the road. I call Zen and speak to someone, very polite, but shockingly stupid, who does not see a problem and will not speak to the engineer to reroute him. When I ask for a team leader or someone who can help, the engineer agrees to wait five minutes but then will have to go. I explain this to nice but dimb, who then places me on hold. After five minutes, the engineer leaves and I hang up and call back, again. This I am told was my fault. And if i want to leave Zen, I wil be charged £734 early redemption charges as I am outside the cooling off period, despit having had no service for almost 2 weeks. I write to explain why this will not be the case, I ask for all case notes, CRM files and voice recordings and details of the complaint procedure, any ombudsman office details and to be removed from all marketing lists. 8 days later I have not received any of the above, however I have received yet another router (to the correct address, not a redirected delivery), and a very nice email apologising and informing me I will not be charged an early redemption and a refund on any monies paid so far. For this alone I have given them a two star review. Worth noting: since I removed the router, the Openreach port has no power or signal lights, however I am receiving Zen internet now. Obviously slow and a bit patchy, but some connectivity. And of course, I am still receiving marketing emails, including the needy 'how did we do'. Not that they acted on any information whilst I was engaging via phone, email, LinkedIn etc.
Date of experience: July 13, 2025
EA
Sending marketing and “please review…
Sending marketing and “please review us” emails when I’ve opted out of marketing spam.
Date of experience: July 13, 2025
RP
It just works
Absolutely no issues - just consistent service, doing what it says on the tin!
Date of experience: July 13, 2025
MP
Easy to contact
Very reliable service since we got fibre. Prior to that Zen were excellent at fixing problems as they occurred. Friendly and easily contactable advisors.
Date of experience: July 13, 2025
AA
Great customer service
Great customer service. Always get to speak to very knowledgeable uk based helpdesk when needed. Quality Fritz routers provided.
Date of experience: July 13, 2025
CC
The whole process was quick and simple…
The whole process was quick and simple and everything done for us.
Date of experience: July 12, 2025
P
Patrick
US
Zen let us down
Been with Zen for 3/4 years now and on the whole it’s been Ok speed Varys a lot and get nowhere near 1gig but it’s been enough. But now been without a service for 4 days and no closer to have it resolved, call a few times and got promised they will up date me but nothing. Even contacted Richard Tang CEO who replied but did nothing I feel very let down.
Date of experience: July 12, 2025
G
Problems solved quickly and efficiently
I am an impatient person and find contacting firms these days quite a challenge - how many options do you have to select before being told that your call is important but you are seventy trillionth in the queue? Anyway, I love Zen - the reason I stick with them, their easily contactable and consistently helpful support. I haven’t had to contact them very often but when I do they always solve things quickly and efficiently. Wish more firms were like Zen.
Date of experience: July 12, 2025
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