Zen Internet Reviews

First off don’t expect anyone to reply to your emails or messages, beyond that if you telephone you get through to someone (20mins wait for tech support as April 2021) who is very knowledgeable, helpful and polite.

The Zen supplied Fritz! Router is probably a single very good reason alone for using Zen, this bit of kit does everything, work 100% and reliable.

I migrated to Zen from BT, saving £15 a month for same service, have slightly better ping times, a DNS server that works and a router which allows you to change all the settings.

We recently switched after our previous provider was awful but this provider is even worse. Wifi constantly cuts out several times a day. When online gaming the latency reaches up to 700 and frequently disconnects. The range is awful even with a booster - would not recommend to anyone. I have messaged the company about it but was ignored.

Once upon a time Zen were fantastic. Having been a customer of theirs for some 20 years, I can only say that their customer service has declined dramatically in the last 2 years.

Recent fibre problems took 2 months to resolve, and whilst BT broadband were primarily to blame Zen displayed poor communications and no desire to add any urgency to proceedings.

More recently they blatantly lied about how my package was the best value, whilst offering more cost effective packages to others. Eventually they agreed to regrade us - no apologies etc. 6 weeks later the regrade has not happened, and after several sessions of 30minutes on hold i'm giving up trying to talk to them to find out what's going on.

if I want that level of service I may as well go to BT who at least offer some fall-backs if there is a problem with the line.

I don't recommend them anymore...

Recently moved house into the country and it was an FTTP-enabled area so naturally I wanted to order the fastest tier available. I came from a BT FTTC product (80Mbit/20Mbit) at mt previous address which in all honesty, never skipped a beat and was solid for the 7 years we had it.

I had an FTTP activation date set after dealing with a very easy over the phone order, before I moved in. I had the router arranged to be delivered ahead of time to my old address, which arrived a couple of days later.

When the activation day arrived, I had an email at the crack of dawn letting me know the line had been transferred to Zen and the service was now active. PPPoE connections were completely unresponsive. I called Zen tech support and explained the situation and straight away was speaking to someone who I could talk to about RADIUS servers etc so we were on the same page. We tested PPPoE on a computer plugged straight into the ONT. Still no dice so an Openreach engineer visit was booked. He turned up next day, tested the optical status (perfect) and called their NOC who worked out the problem and fixed immediately. I got a follow-up call from Zen that day.

I have to say, it was so refreshing to speak to an ISP with UK-based staff who actually know their stuff and care about their customers.

Highly recommended. Oh and I get more than 900Mbit down and 115Mbit up speeds!

I transferred to Zen from another all-inclusive package - phone calls included. I delayed the installation by a week or so, by phone, as the date they gave wasn't right for me. Then I started to receive call charges - eventually doubled the bill. But I had stipulated calls included, which they denied. There's no proof in the order paperwork. So be very careful and double/triple check that you are getting what you want before signing up.

Zen terminated contract for no reason at all, so I lost both internet and landline. Ten days ago they agreed to restore service and I am still waiting. How wonderful to have another obstacle to keeping my business going pre-Christmas and during a pandemic. Avoid them, they are unreliable and cannot even spell "service", let alone provide it

Been with zen for 3 years and they were fine up till I had a problem.

Getting them to answer the phone or an email is a task in itself. They have left me now with no service for 7 days, and each day when I call I am on hold for 40 minutes.

They sell a premium service but BT do not provide them feedback or keep them in the loop and Zen are unable to push then to get resolution, they are a middleman offering no value.

Do not pay the premium to join this service,

I was with Zen for about 7 years and the service went from bad to worse over that time, price hikes, I was paying £67.50 for 2 landline phones and ADSL broadband on one line.
Endless outages, Poor service, diabolical tech support, nothing but a bunch on amateurs who made endless excuses for their poor service like blaming my router and computer, both of which were top spec and brand new.
I was glad to migrate away from them after the abuse I suffered by email from both their staff and CEO for daring to complain.
I am now taking them over the coals with the Ombudsman and I would never ever go near them again.
My advice, steer well clear, they will never give you value for money and they are downright arrogant and rude.
They compromised my business and I lost a lot of money as a result.
Value for money - ZERO stars.
Support - ZERO stars.
Speed - ZERO stars. (Dial up was faster in the 1990's!)
Services - ZERO stars.
Utter disgrace.

I went with Zen excited to get my first fibre broadband service, my previous ISP was unspectacular but the service just worked over many years with almost zero issues. With Zen Internet it started well, but then I was without internet for around 6 days earlier in the year due to a fault, it took long enough to resolve that compensation was paid but what’s really lost my confidence in Zen to provide a good service is the constant disconnections. This started a few months ago and has completely disrupted my service, looking today I had around eight disconnections, late afternoon to early evening. This causes havoc with Zoom calls and other similar activities that we all need these days, to the point I have to plan around the issue.

I have of course raised this with support where I made little progress, as I understood it, they suggested it was a problem at my end, which I don’t believe it is. They didn’t make it clear on how I could escalate the issue and they have not been proactive, it’s very clear how bad the connection is but the onus is on me to prove that the fault lies with them, that’s what it feels like anyway. I’ll be looking elsewhere once my contact is up, if my service improves I’ll happily revise this review but I don’t trust this company to deliver and certainly wouldn’t recommend Zen Internet in any capacity.

Joined Zen 3 years ago after having tried BT, Sky and Talk Talk - and suffering the same problems of intermittent dropouts and loss of service. All of the ISPs failed to sort the problem, so we joined Zen, a premium service, in the expectation they would take things more seriously. But they relied on data they had at their end, which told them there was no problem, rather than accepting our lived experience. It took two years (and a promise to underwrite the £130 cost of doing so) before they agreed to call in an Openreach engineer - who found our wires 'half hanging loose' in the cabinet. So years of poor service, unhelpful technical support - in return for a £20/month premium!

Have just signed up elsewhere for a faster service (fingers crossed) and a £20/month saving.