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130 Reviews
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Posted: 08th Jan, 2024    By: andrewcliff
Full Star Full Star Full Star Full Star Full Star
Really pleased with my switch from BT GFast 300/50 to Zen 900/900 via CityFibre. It is both a major cost saving plus a considerably better service. I did initially have a 24 hour delay in my connection being activated after the install but credit to Zen who gave me a credit on my first bill as compensation. There tech team were also very helpful when I made a configuration change to the router which ended up reducing my download speed. I would definitely recommend them.

Time With Provider: 2 Months
Package Name: Full Fibre 900
Value
Full Star Full Star Full Star Full Star Full Star
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Full Star Full Star Full Star Full Star Full Star
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Posted: 22nd Aug, 2023    By: boban
Full Star Full Star Full Star Full Star Full Star
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).

Time With Provider: 230 Weeks
Package Name: Full Fibre 900
Value
Full Star Full Star Full Star Full Star Half Star
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Full Star Full Star Full Star Full Star Full Star
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Full Star Full Star Full Star Full Star Full Star
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Posted: 23rd Jun, 2023    By: charlie
Half Star Empty Star Empty Star Empty Star Empty Star
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

Time With Provider: 2 Years
Package Name: FTTP 900
Value
Half Star Empty Star Empty Star Empty Star Empty Star
Speed
Half Star Empty Star Empty Star Empty Star Empty Star
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Half Star Empty Star Empty Star Empty Star Empty Star
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Half Star Empty Star Empty Star Empty Star Empty Star
Posted: 19th Jun, 2023    By: albertskytour
Full Star Empty Star Empty Star Empty Star Empty Star
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?

Time With Provider: 5 Years
Package Name:
Value
Half Star Empty Star Empty Star Empty Star Empty Star
Speed
Full Star Half Star Empty Star Empty Star Empty Star
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Half Star Empty Star Empty Star Empty Star Empty Star
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Half Star Empty Star Empty Star Empty Star Empty Star
Posted: 14th Apr, 2023    By: Major Meerkat
Full Star Full Star Full Star Full Star Empty Star
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.

Time With Provider: 1 Weeks
Package Name: Full Fibre 900
Value
Full Star Full Star Full Star Half Star Empty Star
Speed
Full Star Full Star Full Star Full Star Full Star
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Full Star Full Star Full Star Half Star Empty Star
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Full Star Full Star Full Star Half Star Empty Star
Posted: 13th Mar, 2023    By: Phil Riddell
Full Star Full Star Full Star Full Star Half Star
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

Time With Provider: 3 Years
Package Name: 900mbps
Value
Full Star Full Star Full Star Half Star Empty Star
Speed
Full Star Full Star Full Star Full Star Full Star
Support
Full Star Full Star Full Star Full Star Full Star
Services
Full Star Full Star Full Star Full Star Full Star
Posted: 15th Feb, 2023    By: olliereedshipflask
Half Star Empty Star Empty Star Empty Star Empty Star
Title: Oh. Dear.
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.

Time With Provider: 1 Weeks
Package Name:
Value
Half Star Empty Star Empty Star Empty Star Empty Star
Speed
Half Star Empty Star Empty Star Empty Star Empty Star
Support
Half Star Empty Star Empty Star Empty Star Empty Star
Services
Half Star Empty Star Empty Star Empty Star Empty Star
Posted: 06th Feb, 2023    By: Du88s
Full Star Half Star Empty Star Empty Star Empty Star
Previously Zen were great now, not so much.... avoid!


Time With Provider: 5 Years
Package Name: FTTP 900
Value
Full Star Half Star Empty Star Empty Star Empty Star
Speed
Full Star Full Star Full Star Empty Star Empty Star
Support
Half Star Empty Star Empty Star Empty Star Empty Star
Services
Half Star Empty Star Empty Star Empty Star Empty Star
Posted: 16th Nov, 2022    By: J Carpenter
Half Star Empty Star Empty Star Empty Star Empty Star
Title: Awful
This company used to be superb now they do not answer the phones nor action complaints.

Time With Provider: 3 Years
Package Name:
Value
Half Star Empty Star Empty Star Empty Star Empty Star
Speed
Half Star Empty Star Empty Star Empty Star Empty Star
Support
Half Star Empty Star Empty Star Empty Star Empty Star
Services
Half Star Empty Star Empty Star Empty Star Empty Star
Posted: 18th Oct, 2022    By: GRobbins
Full Star Empty Star Empty Star Empty Star Empty Star
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.

Time With Provider: 13 Weeks
Package Name: Full Fibre 300
Value
Half Star Empty Star Empty Star Empty Star Empty Star
Speed
Full Star Full Star Half Star Empty Star Empty Star
Support
Half Star Empty Star Empty Star Empty Star Empty Star
Services
Half Star Empty Star Empty Star Empty Star Empty Star
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