Zen Internet Reviews

Well, Zen Internet is no longer as good as it used to be. They certainly have made a hash of changing static IP addresses, taking away the ones you had for years, and then allocating another range and expecting you to pay for them. And then we have disputed bills, which Zen Internet have not resolved the issues. So previously I would have wholeheartedly recommended them, but now I put them on par with PlusNet. They're not very good now.
I've already cancelled 1/3rd of their services and I'm awaiting the remainder contracts to expire.

Truly fallen from grace, and have become; one of the bad ones.

After many happy years with Zen, the treatment over the IP migration left a really poor taste in my mouth. If you've been using a static IP allocation for years, then having that removed/changed down to one is a pretty difficult task. That it was then going to be charged for, having not been previously only added to the annoyance. Incredibly disappointing given they'd always positioned themselves as more customer focussed than other providers.

A relative for whom I do tech support recently transferred to Zen going from ADSL to full fibre Broadband and phone were from separate suppliers but for convenience and simplicity she now has both with Zen.

Prior to the move all questions were answered promptly and clearly; a big shout out to Matt G for his help and patience throughout.

The whole process was flawless. The engineer turned up at the appropriate time and fixed the ONT, the router and telephone handset had arrived a few days beforehand.

The Fritz router connected more or less instantly, the only slight problem was that the handset display was in German, but that was soon sorted.

After a few days settling down, speeds are as advertised with pings in the 10/12ms range; the latter not exceptional but perfectly satisfactory for the intended usage.

Time will tell if tech support are up to the mark but I’ve no reason to suppose they won’t be.

An excellent experience. Based on that I can recommend Zen wholeheartedly.

Zen is the best ISP I've used,

I've been with Zen almost a decade. The connection is faultless.

They supply excellent hardware compared with the majority of ISPs with the Fritz box routers. I used one of these for a number of years and it was great. These days I'm running a unifi network.

Zen might appear more costly than most providers, but they don't increase their costs like others do. My costs have only increased when I've upgraded. And you get a static IP which might not mean a lot to most people, but working in IT, this is vital. So I consider them good value because the service is excellent and I don't need to spend time on the phone for support or to fight a price increase. I've just got my dependable connection until I choose to change it.

My house has a very large extension and my tiny office is a long way from the router. I have invested in a Fritz!Box 5690 Pro Wi-Fi 7 router which is coupled with a Fritzbox 300ax mesh enabled range extender. This gives me well over 400 Mbps in my office using Wi-Fi and even in the garden or in my car on the driveway I still get at least 200 Mbps. Both my phone and laptop are Wi-Fi 7 enabled. Zen has been most helpful in setting the router up although I didn't get it from them, and they've also enabled Ipv6. They may not be the cheapest but their service is superb and the connection totally reliable.

I moved to a flat with Openreach fibre already installed and assumed it would be quick to set up a connection there. However, I'd ordered multigigabit service and apparently Openreach wouldn't run anything at all prior to an ONT upgrade. The first upgrade appointment was missed and on the second one my service worked for about 15 minutes then failed, which their support people put down to the order not having been marked as completed. Eventually, another engineer visit was arranged (apparently, there was an "exception" of some kind on the Openreach side), and my connection has been running fine since.

Most of this inconvenience was of course an Openreach issue, but Zen were not good at persistently tracking the status of my order for me and keeping me informed, though they were reasonably helpful when I called myself.

I was with Zen for about 1.2 years and decided to upgrade to their 900 Mbps package mid-contract. According to the contract, there's a 14-day cooling-off period. However, just two days after upgrading, I called to revert back to my old package—but they refused, saying that since the new speed had already been activated, it couldn’t be changed.

I spoke to multiple representatives, all giving me the same response, despite me still being within the 14-day cooling-off period. I ended up having to file a formal complaint. Thankfully, one of their staff members was helpful and eventually called me back, confirming that I could leave the contract if I wanted—so I did.

But even after I left, Zen continued billing me. I contacted them again and was told I’d receive a refund. Then, three months later, I received a letter saying I owed them money. I called them again, and they finally applied a credit to the account and assured me it wouldn’t happen again.

zen was good but i do not know what happened to the

Selected Zen due to better uplink speed 500/250 as we need UL. In fact we see 500/990 (CityFibre) so all good.
No problem with install or setup. Tech support answer phone, and know what they are talking about.

They could not tell me how to have my Cisco rv345 as router with ppoe settings, while still have Fritz box as digital voice hub, and the answers on the forums are poor.

The answer however is to configure the Fritz box as a router with the WAN set as simple ethernet, connect it anywhere in your network on ethernet and the digital voice works fine, without the Fritz box being involved in any internet activity at all (other than a router dedicated to digital voice). So now sits in network rack acting as DECT gateway.