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
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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 971 - 980 of 995 reviews
ME
Five stars in spite of a problem.
I was going to give 4 stars. The quality of the sound on Digital Voice is much better, but I have been experiencing buffering problems when streaming, which were extremely rare with my previous ISP and there was no voicemail connection. However, when I eventually got round to phoning about the voicemail the adviser was so patient and friendly. After many efforts he solved the problem. The buffering problem is still there and I guess it will probably remain till we have glass fibre cable up to the house, but overall the experience has been excellent.
Date of experience: April 23, 2025
t
twyfry
US
Service gone down the drain....
Have been with Zen for many years and was happy. Customer service has steadily got worse as they have grown. Tried their Trooli trial and problems all the way. Culminated last week with the service giving up completely. Trooli OND unable to talk to router (eeros x2 and then fritzbox). 5 separate calls to tech suport and emails resulted in 3+ wasted hours resetting routers numerous times to no result. Became very obvious early on that what was needed was a visit from trooli to sort out the connection. Zen utterly resistant. On last call started to agree that zen (not Trooli engineer) could indeed visit - had previously discussed this on another call and agreed that a Zen engineer no use as 'the engineer would just do what we've just spent 2 hours doing and it didn't work'. Yes, exactly. Agent told me he would now read me the charging statement. That did it. Pointed out that Zen probably needed to pay me for the time wasted in resets that were clearly not working. I demanded a call back from a manager. Was told I could not talk to a manager. Queried this and and was told all I could do was raise a complaint. Did so. Email sent same day said would be resolved with 10 days. Very useful when you have no internet. Then received email next day from the tech dept about a related but separate issue. Replied saying to look at all the bits of my records and connect the pieces and requesting again a call back from a manager. No response. Now no internet for 5 days. Supposed to be running a business. What kind of ISP does this? How can they claim Which Awards? Beware.
Date of experience: April 23, 2025
DC
Problem rapidly located
Problem rapidly located, solution agreed and confirmation e-mail sent promptly.
Date of experience: April 23, 2025
MB
Simply the best.
I've called several times about various technical issues and I really can't fault the customer services in any way. They are UK based, knowledgeable about their products and systems and most of all, very pleasant and extremely helpful. Perhaps Zen could start running call centres for other companies most of which are nowhere near Zen's standard of customer service which is quite simply, the best.
Date of experience: April 23, 2025
MR
Brilliant service and seamlessβ¦
Brilliant service and seamless transfer..
Date of experience: April 23, 2025
AD
excellent service and advice as always
excellent service and advice as always
Date of experience: April 23, 2025
MG
Zen is a great comany
Jo was really nice and friendly and gave good advise on the best plan to suit my needs. Been happy with the Zen service since 2013. Thank you
Date of experience: April 23, 2025
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