Terrible. We've hardly had stable internet for more than a week. Support is non existent. We are paying handsomely for superfast broadband. We are getting nothing like what was promised. Just terrible.
Review by Ilos3 weeks ago
Not a happy customer. The zen website advertises in bold writing that there'll be no price rises as long as you're a customer. I've been an FTTP customer since March 2018 and there has already been a prices rise.
They also advertise FTTP with Line Rental, but what they actually mean is that Line Rental is an additional cost.
After a conversation with their (lack of help) desk today, I am even more put out that they acknowledge their marketing is misleading a lot of people. So much so, that they aren't doing anything about it, one assumes because it gives them a big fat wad of cash after misrepresenting their offerings on their website. I'll also note that the customer services advisor I spoke to did nothing to try and make the situation right, instead trying to blame me for failing to understand their vague and misleading advertising.
At the moment the offerings in my area for FTTP are BT and Zen, both of whom, in my experience, have dreadful customer support once they've got your money. It'll be great when there is more competition because companies like Zen, and their questionable marketing tactics, will deservedly lose customers in their droves.
As it stands, though, these morally questionable businesses are effectively operating as geographical monopolies. It's shameful!
Review by Sistadelphia1 month ago
I was pleased when prices dropped around a year ago - now I wish they hadn't! 50 minutes in a queue yesterday, frustratingly similar experience to tech support at other, cheaper providers - forced to go through various basic tests, when it's fairly obvious the problem is with the line. Took over one working day for problem to reach BT, now without internet for over 2 days and no improvement. I'll probably be switching - if I'm going to get crap service, I may as well pay the lowest price. I can't picture them remaining top of the satisfaction charts next time they come out.
Review by Tinglepixi1 month ago
The Zen service is reliable, fast enough for me (not a gamer, so I don't know about that), and though I haven't had problems, when contacting Zen for advice they are usually pretty quick to get hold of and very helpful.
Review by Nanoyo1 month ago
I've been a Zen customer since 2005. I firmly believed that that paying Zen's higher prices meant that I was getting a better service. That is no longer true.
My broadband speed plummeted after Zen repaired an issue on my voice line. I used to have a fast and stable connection.
I've contacted Zen support several times and I'm stuck in a loop of Zen recommending changing filters, cables, routers etc.
I've tried all of the suggestions but Zen purposefully avoid acknowledging that my speed dropped by 50% after they fixed my voice line. This is despite the performance drop being very obvious on Zen's very own customer portal!
So far I've spent money on a new modem and new filters, I've moved my router to use the test socket. None of these have fixed the problem and Zen are falling back on the old "expected range for your service".
Review by Kasamba Kusmirek1 month ago
Reliable hosting - have used for over a decade.
Most important for me is that the email and telephone helpline service has been amazing time and time again. Patient and clear.
Review by Ekata1 month ago
Been with Zen almost ten years and am generally satisfied with the fibre broadband service and phone line rental. A couple of areas where they could improve: (a) they reduced their charges for new customers but as an existing customer I wasn't offered the lower price until I chased them and got the reduction. This isn't the service I'd expect from Zen, so in part its why they get four stars not five (b) the 1571 messaging service lacks a key feature that BT offers - a text message to let you know a message has been left on your landline, together with the facility to call from your mobile to collect landline messages, another reason for 4* not 5*. Come on Zen, catch up with BT!
Review by SabG Ohlendorff1 month ago
Dave Aspen was fantastic, patience of a saint and a credit to Zen and himself and his expert knowledge. I hope all Technical Support are at the same level of skill and experience, if so Zen customers will be very satisfied.
Review by HannieMac1 month ago
Technical support is the best in the market-place, cannot be faulted for their assistance, capability and diligence in resolving issues 5/5 in this aspect.
Speed of service provided also as advertised so again cannot be faulted. 5/5
Biggest area of issue is that, as a business, the accounts are confusing, overly complicated and difficult to resolve. The web site is just incomprehensible and bears no relationship to what is being demanded by e-mails. For an internet company this is awful and needs overhauling as of yesterday.
Review by Peads Mona1 month ago
Very disappointed. Spent a long time trying to decide among the generally not fit for purpose internet service providers available in the UK, and settled on Zen as their reputation was of a highly technical, capable organisation who would be able to provide a good service, despite paying a premium for that service. Failed at the first hurdle a week ago as their e-commerce site was down and I was unable to complete the sign-up online, had to call during office hours which is challenging for me. Waited a week, and eventually tried again to find the web site was back up. Completed the purchase process right through DD mandate and all banking details until trying to pay the initial payment on card. This failed, they claimed the bank had refused the payment, tried again in case I'd entered incorrect information, same again, tried again with a different card, same again. Contacted my bank (that *does* have out of office hours customer support) and confirmed that they hadn't refused any payments on my cards, but 3 pending transactions were in the system from Zen, on the two cards, each for 1p. As Zen have no out of office support (curiously they do have out of office sales, good to see where they feel it's most important to have staff) waited until the next day. Called, was assured that the 1p payments would be wiped by Tuesday (this was on Friday), and that no DD would be set up. Tried to get back to sales on the phone, took ages, gave up. Phoned again later that evening, failed again, needed the landline number to order on the phone, which I didn't have. Tried again on returning home, online, as I was assured the web site was all working well. Never even got past the registration point this time, as my email is already in use. Phoned, as the sales team are available until 8pm, and on Saturday, despite the customer service team finishing at 5pm and not working weekends. Person I spoke to said he could order the broadband, but I'd have to wait until Monday to get the portal account setup, as only the customer service team could reset the account that failed to be setup previously and release my email, and they weren't around until Monday.
All in all, a high tech company unable to keep a basic e-commerce site running reliably, and a service provider that charges a premium for the best support, but has a customer support team that is valued less than the sales team, not a very good message. Shame. Seems it's probably not any better with Zen, might just as well stick with one of the other providers who are openly bad, but cheaper.
Review by Ashanmario1 month ago
A couple of years ago, I bought an iPad and wanted to transfer email contacts to it. Well known high street store couldn’t do it, but Zen could. Had trouble settling up new router, again Zen to the rescue.
Tech support is second to none. They are patient and quite happy to repeat instructions as many times as it takes to solve a problem no matter how minor. Nothing is ever too much for Zen which is why I, with a very basic knowledge of technology, have been a customer for over ten years.
Review by Manyelza1 month ago
They advertise that they're different and independent but dont believe it. They're just the same as talk talk, BT, vodafone.
Slow connection speed (they use openreach)
Terrible customer service
Dated web interface
Review by Edpa1 month ago
Only joined on 23 9 19. Broadband delivered with contents of box missing. Not going to be connected until 7 10 19!
Chat line like all others.
Arranged a call back, still waiting 2 hrs later!
What do they say about first impressions?
Review by Stumble2 months ago
Switching date to go over to Zen next Friday Oct 4th. As of today Tuesday my phone and broadband have been cut off.
Zens website states that if you are with Sky leave everything to them, they will notify your existing provider and switch your line over in the easiest and most convenient way.
Sky say I've no service today because Zen have taken my line over as of the 1st Oct, Zen say they they aren't going live until the 4th.
Each just fobbing me off with its not our fault.
The only conclusion I can arrive at is the statement above, taken from Zens website, cannot be relied on as a statement of fact.
Fail to see how this company achieves four stars for customer service.
Review by LoverGirl2 months ago
Our internet connection has gone down twice in a month. Zen support is useless. Will be moving to more reliable supplier when our contract ends. DO not recommend, don't get tempted by their false advertising!
Review by Nickolette Moohan2 months ago
V good customer service. Technical staff very willing to work after hours to get fibre up and running and make up for Open Reach off hand manner.
Entitled to rebate as a result of Open reach failings but this has not got translated into credit on the bill yet. A pity that I need to remind Zen of that. Otherwise fine.
Review by Vornice2 months ago
one of the best technical supports i have had and good customer
Review by Koochi Lombaert2 months ago
My Broard band has been dodgty since I took out the contract. it was supposed to be resoovled but this has proven not to be the case abd connection still drops . I do not trust this system any more(Poor QoS). Tech support makes you jump through hoops and you end up having to explain again and again what the problem is! Zen seems not to own the hardware so I don't no what they are responsible for!. I will seek legal adice to see if I can end the contract, or put up with a poor service. Since This what I have had since Feb I will have to choosethe least cost!
Review by Gurbakhsh Arianazar2 months ago
Since people have mentioned the reliability of zen internet here is mine.
Since being with zen for 7 months there have been no down times or need to call customer service apart from a billing error.
The service has been rock solid and i get 60mbps down on my line.
Perfectly happy with zen.
p.s. Zen fully sorted that billing error out first hand in my experience so that is good unlike tons of complaints about other isp's here on trust pilot regarding everything to do with the bill and various reasons with isp's like plus net or bt or virgin media or sky but with my experience with zen they deserve 5 stars for fixing that billing error.
Review by Atiiin Inprom2 months ago
Have used many telecoms companies over the years and Zen is far the best. Amazing customer Service for the past 3 years. I would never think about using another company. Suffered for years with BT wish I had found them years ago.
Review by CrushedParadise2 months ago
Expensive and bad. Terrible service. Slow speeds. Basically the worst of both worlds.
Review by Userkevmac2 months ago
So yea you stand a better chance with Zen.
There customer first policy, the awards zen won and what customers think of zen which is how zen got a award from which magazine or website.
When I say you stand a better chance with Zen, I mean peace of mind, no need to worry or have hassle with Zen customer service they are good and UK based and first hand myself they live up to their principles.
So yea do your research and you may come back thinking of joining Zen, why well simply put no hassles or the like regarding rubbish customer service of other isps absolutely not the case with Zen, they zen with all awards and what people think of zen they are indeed amongst the best isps you can get.
They zen on this website have much lower complaints and score 4/5 on trust pilot and it shows so you look at majority of isps they do not compare with Zen, just look up trust pilot reviews of plus net or bt or sky or virginmedia.
Glad I went with Zen they in my personal experience do get things solved or fixed.
Also no price increases and if you think zen is expensive well hah I think zen charge the right amount unlike other isps who raise the monthly charge.
If you think I am joking I am not and am happy with my zen internet, it shows from what every thing is said about zen which means zen offer a better overall service like the fritzbox 7530 which I like and is decent as well as customer service won't up the price as well as customer service knowing what you mean and or if you want to leave zen they will do it pronto.
Review by Aldridge2 months ago
Our Zen Internet goes down over and over. And Zen takes days to fix it, every time. We had BT before, which is crap, but better than Zen. The postulate that Zen has the best customer service is a marketing gimmick, which is far from the truth. In brief: Zen Internet is crap. Don't buy it!. We're moving on to another product.
Two weeks later, Zen is still faffing around with this, with no solution in sight. They seem incompetent. Definitely don't use this company for your broadband! We're now asking our neighbours for their recommendations.
Review by Nagwan2 months ago
Very professional and like the monthly news blog - keeps you up to date with digital trends.
During installation, had a small connection problem with 'openreach' fibre connection box, but one phone call to a Zen expert solved the problem.