Update 27/06/25
We are now back on a stable connection and are receiving our advertised speeds, Zen were also kind enough to more than compensate me for the bad experiences. When Zen works it's absolutely fantastic, and they for sure have some great people working there. Shoutout to Helen, cannot fault the staff and their understanding and sympathy but, yes, there's a but..
City Fibre are absolute trash, or at least my dealings with them were. The original install, great (but clearly not perfect), then every subsequent visit since the issues started were absolutely terrible, people turning up without uniform or ID, one turning up unannounced, every story and explanation about the problem completely different, I'm still not actually sure what the problem was 100%. The final engineer seemed more bothered about his trip to get to us than actually explaining what it was or how he fixed it.
Maintaining my positive review is going to depend on how the next few weeks and months go, once I've experienced a more stable connection for a while.
Just beware City Fibre, I'd seen a few reviews calling them cowboys, I'd hoped it wasn't true, but with my experience it turned out to be.
Original Review Was 2 Stars, leaving it up in full for context:
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I had Left Virgin Media as service was bad and getting worse and the prices kept creeping up, I hopped over to Zen on the 4th June, change over and instalation by City Fibre was smooth and excellent, they did a good, tidy job and all was good at first, for a week, or so...
Then it started, devices randomly disconnecting from my router when they felt like it, intermittent Wi-Fi signal, dropping in and out, and then last Tuesday 17/06/25 complete drop out of the internet altogether, and it's only gotten worse from there.
Practically made daily phonecalls to Zen this week, with the WiFi completely dropping out every day for multiple hours, I won't bore you with all the details but suffice to say, after an engineer visit from City Fibre on Friday 20/06/25 it was deemed to be a telegraph pole fault, bad connection or under voltage ect. (Something you thought would've been picked up during instalation, but I digress)
It's now been handed over to a sub contractor of City Fibre to fix as City Fibre don't fix Telegraph Pole faults, they put the job down as a high priority as my wife works from home through the WiFi, and was told that the engineers do work on weekends, but alas, here we are Sunday evening 22/06/25 with no WiFi still and our data plans on our phone contracts are now dwindling, not sure what we are going to do about the work from home situation come tomorrow, but we'll cross that bridge and presumably lose pay when we get to it.
Like I said in my title not entirely Zen's fault but one thing potential future customers must be made aware of is any engineer costs that are deemed to be from you home and not outside the property incure a charge of £180.00 and a missed appointment charge of £90.00 yes, you read that right people, the company don't swallow the cost they pass it on to the customer, a nice little snippet they don't tell you. And from what a member of staff told me on the phone, it hasn't always been that way, it's a recent change, so something to think about.
Will update review if possible when a resolution is reached, because for the 1st week we had it, it was great...
