Zen Internet Reviews

I chose Zen because of their high rating with customer service. I have to say I have not been disappointed so far. The service has been without issues, especially since going to full fibre a couple of years ago.
The only disappointment (which is not really down to customer service, and which affects the value for money rating), is that their digital voice requires (officially at least) to have the Fritz! router they send you, as the first device connected to the OpenReach modem (instead of giving out your SIP credentials, so that you can use the VoIP service with whichever phone/app you want, like almost every other SIP provider). This meant that I had to switch my landline to another VoIP provider (which turned out to be cheaper).

Worse support then BT, people on Tier 1 support are clueless and its impossible to get to anyone past T1 support.

Was without internet for 1month due to lack of competence and 3 engineer visit's for the wrong thing.

Speed was fine but its fine with any provider.

Stay away from the new Zen

Totally incompetent, cannot be contacted. We have been Zen customers for several expensive years. They are probably the slowest Broadband provider, and the most expensive, but their reputation for customer service was once good. Once our broadband speed fell below 5meg download, 0.2meg upload, we complained. No reply after a week. So we went to Sky - half the price, around 10x the speed. But they couldnt supply on the date agreed, or give a date in the future. So back to the fools at Zen. These incompetents have now accidentally cut off our phone and lost our phone number. Still no way to contact them. They dont respond - but they do send us spam marketing emails. Surely no other provider is this hopeless?

Communication prior to installation 4/5: a lot of the communication was automated. I required a IPV6 address, they got back to me within 48 hours. Confirming whether the engineers were still going to install on the planned date was a hit and miss. I emailed Zen a day before the installation to confirm and had no response from them. I had to call them to get a confirmation.

Installation 5/5: not carried out by Zen, but can easily affect a customer's experience. Kelly Communications Group engineers carried out the work and the process was rather painless. Their engineers were clear what had to happen after the installation was complete.

Product 5/5: Couldn't be happier. As someone who was forced to use cheap and buggy routers from my previous ISP, I could finally use my own. It does take some technical know-how (especially if CityFibre provides the internet infrastruvture), but I am very happy with the end result. The Fritzbox router that they provide is no slouch though as it boasts Wi-Fi 6AX capability and is easier to setup for those who would rather have the process more automated. The service seems stable so far and I am happy with the speed.

Price 4/5: Not the most affordable, but not the most expensive either when compared to providers such as Virgin Media broadband.

I have been with Zen now for over 2 years great provider I get the speed I pay for with no slow downs at peak times I just renewed my contact to 900mbps and getting more if your looking for a great provider with UK customer service then look at Zen

Tried to re-join Zen, and immediately there were issues with being unable to use the same email address as before. 'Fine', I thought, I will just use another. Everything seemed to go OK but then noticed my order wasn't moving forward - indeed with errors recorded in the status pages on the customer portal.

Despite promises of working with Openreach to figure out what was wrong (a simple migration order), nobody seemed to take ownership of the problem and I lost confidence and decided to cancel the order.

It took a week of webchats, calls, and emails to get anybody to commit to giving me my money back. Eventually I got it, but none of it was done pro-actively.

They were once awesome. Fairly shocked at this decline.

Previously Zen were great now, not so much.... avoid!

This company used to be superb now they do not answer the phones nor action complaints.

I used to be with Zen some years ago and they were an excellent ISP. Good service, reasonable price, quick for the area I was living in at the time. So when I had to change ISP when I went to FTTP because my present ISP didn't offer it, it was a no brainer - or so I thought. I'm now into 4 months with Zen now and I still haven't got a working phone line. I used to have customers - they're gone I suspect. First they made a mess of transferring the number, then we were without Internet for four weeks when a drunk hit the telephone pole in our road with his car. Not exactly Zen's fault, but they wouldn't chase up Openreach, I had to write to the MD of Openreach to get it sorted myself.
Because I use my own router they wouldn't support me. I provided my own phone adapter but they wouldn't provide the information I need to set it up until I threatened legal action. Then they wouldn't believe me when I told them their settings were incorrect as I could not ring in.
Finally, I dug out their router, connected it up and had the same result as with my phone adapter. Still no phone line and we are four months.

This lot used to be great, now they are absolute rubbish. Even the connection is unstable. Do not touch with a barge pole.

Like most people I have used a number of ISP's, except I have been using them a little longer. My first ISP was contracted to in 1984. I'm Frankly amazed by some of the reviews I have read about Zen. Of course, reviews are subjective as people's experiences will always differ. My experience is that Zen is the best provider I have ever had. I notice that a lot of people have noted the difficulty in getting hold of an agent, but also notice most of this was in times of lockdown and home working. During that time there were companies that I could never contact. Anyway back to Zen. I have always had great service from people who have bent over backward to help, without passing me on to someone else, who has no understanding of the problem. Every time I have used them they are happy to listen and don't tell you things are impossible when they know they are. I have found that when there is something they don't know, they are not only willing to do their own research, but follow leads that have been provided from the customer. This is a level of service personally I have never experienced. For this reason and for the fact they have always provided everything they say to the best of their ability, I believe I will be a customer for a good few years to come.