Zen Internet Reviews

10+ year customer with Zen. In that time I've had a superb rock solid service and positive outcomes when contacting the support team. Would recommend.

Went to Zen for FTTP on a recommendation, price was more than current ISP for FTTP but liked the idea of supporting an independent and it seemed Zen were small enough to care and provide good service if needed. Well, things haven't been good, the connection drops out periodically, it can be lots of disconnect and reconnects in succession or a few here and there, all terminate the internet connection so really not suitable for connection dependent tasks. The phone support people are nice to speak to and pay good lip service but there is no substance to anything they do. I've had internet connections continuously since he early 90's and have worked in IT since '97, if in my line of work if there was a connectivity issue like this I'd be expected to fix it. Zen tell you that in no uncertain terms there is no SLA or guarantee of 100% uptime. I understand this but where a customer is experiencing this type of intermittent outage on a frequent basis surely it's not acceptable and should be investigated, but no, the response is typically "it's up now, seems stable, see how you go", then it drops out again at some point. It's been 2 months, it's not stable so have decided to move back to my former ISP (FTTC) who were more adept at fault resolution. To cancel, the retentions team require the technical team to authorise the cancellation without any termination fees. The technical team have acknowledged that the service has been down over 20 times, but that's not bad enough to justify a waiver of the termination fee. I was on the phone with them earlier and again was advised that there was no active fault, it was fine and there was zero packet loss and if an Openreach engineer was sent out I would be charged £180 as it would be likely they would find no fault as the issue is, wait for it... "intermittent" but there is actually 100% packet loss when the issue occurs. This troubleshooting methodology seems quite flawed since it's obvious there is an issue, it's intermittent and so what the technical team should surely be doing is things like checking past logs of the various devices from when the time the issue occurred which may include the infrastructure Zen manage and could also include Openreach infrastructure. Checking the line every time I call when there is no issue seems nonsensical. In fact, Zen engineers have advised that when I experience the issue, other Zen users at the Exchange also experience drops. At this point in time, Zen want just over £800 to cancel the service which is absolutely extraordinary and quite obscene given the circumstances, I really struggle to see how this can be justified. So beware, if you have a non-problematic experience with Zen then it seems you'll be fine but if you experience any issues like I have then you'll struggle. I always feel a company's performance shouldn't be just based on what it does well, but also how well it deals with problems and I'm sorry Zen falls short in this department. It's actually quite disappointing and a kick in the teeth, placing trust in and making the effort to switch over to Zen only for them to not live up to expectation and be charged over £800 to leave because of their deficiencies.

Zen are just the best team to deal with. Quick to answer the phone (vanishingly rare attribute these days) and exceptionally helpful and professional as always. BIG pat on the back.

I've been with Zen since about 2008 and they seem to have grown a lot, but don't seem to have fallen into the habit of treating customers badly, as many companies do. Everything they do, they seem to do well. I really can't fault them.

When their service works, as you would expect considering you are paying for it. It's acceptable. When it doesn't, they ignore you whilst still taking your money. Unfortunately I am stuck with them for the length of my contract, I would recommend a different provider. Their customer service is useless. Edit: They have replied to this negative review but not my request for help for their god awful all round service. I've disconnected their router and use my phones 4G hotspot as its more reliable. Im still paying them for the pleasure of course. Don't make the same mistake as me, avoid.

I'm paying for 500 mbs and getting 45.2 mbs download and 62.7 upload. You tell me what kind of service would you call it? From the beginning of the contract!!!!!

Very stable, very reliable

Been with zen about 4 years had no problems so very happy.

Very easy changeover from Now Broadband and significantly quicker. All features are working well and voice calls through the Fritz router are much clearer. Not the absolute cheapest but excellent value for money.

I always receive am extremely prompt and personal service from Zen. Excellent and would definitely recommend

The transition from my previous provider was flawless. I moved Broadband and existing Voice service (keeping landline number). I chose the change over date and everything worked exactly as it should.

Reliable broadband, helpful and easy to access customer support. Decent router and network speed and coverage. Slightly more expensive, but you get what you pay for.

I haven’t had to contact Zen in the two years I’ve been with them - everything just works! Great service, with no slowdown even at peak times.

Overall my move to Zen FTTP and Voice has been successful and no major problems. Spoken to the Zen Team twice and both times they were knowledgable, helpful and got me sorted out. However I did not have the fibre installation and voice port at the same time and kept my old connections in parallel just in case, until the final 'switch off'. One minor improvement would have been to get more information of the schedule on the day of the voice port with a text message when it was ready to move my landline across, did receive an email but after I had started to wonder what was going on at 8pm...

Contacted Zen and was helped with getting contract signed in a very short space of time. Farhan Uddin the consultant who I spoke to was helpful and pleasant throughout the process. Will have no problem recommending Zen to anyone wanting a change of suppliers Colin R Russell

Over priced for the service they have. it used to be ok but, now extremally slow and 20 times a day the network cuts for 5-10 minutes, sometimes even 30 minutes. every time i speak about it is the same thing, "have to do the diagnosis" they do, nothing happens. worth £10 a month not the £35. my friend has community fibre for £20 a month with FLASH speed (unfortunately not in my area). the only ok thing is their customer service. they did give a new router but it did NOTHING at all. Their good communication is the only reason I gave it 2 not 1 stars.

Recently moved into a new apartment complex and the ont's serial number didn't show my address and the faults team had this sorted within 2 hours and got me connected. Fantastic service from the whole zen internet customer service

Spoke to Matt who was helpful, polite and efficient. Whilst he informed of some extras on package, he accepted it straight away when I declined...didn't feel under pressure at all. So nice to speak to someone UK based. He even gave me his direct line so I can speak to him if any questions/problems. First class service!

I switched my Internet provider to Zen over a year ago and can highly recommend this company for wifi speed and reliability. On the few occasions where there has been an issue, communication has been clear, and Internet quickly restored. Very happy with switching!