Zen Internet Reviews

Having been a Zen customer for a good 6+ years, I can say that I have received a not particularly special service from them lately compared to previous years.

I recently ordered an extra line at home including a broadband connection from them. Anyway, they sent me a Thomson TG585 v8 wireless modem router which I now know to be notorious failing often. When I noticed the connection was flaky I thought I would run through the obvious first (test socket, microfilters, different wireless channels, etc). I work full time so the process of elimination to quite a while especially when I though each time that I had solved the problem.

I work in technical support myself and didn’t want to call them until I had tried everything knowing they would just say “Well have you tried this…?” So after six weeks I called them and explained the problem which was now a real issue because I needed to work from home. They scratched their heads for three days and then suggested updating the firmware in the router which just left it unresponsive. I ran out of time and patience so went to Currys and purchased a Belkin modem router which I had up and running with a solid connection in under 20 minutes.

I put a call in to Zen the next day and requested a refund on the now redundant pre-configured router option that I went for when I placed the order only to be told that it was not possible as more than 14 days had passed. As a loyal customer with several active services I thought this was a bit of a cheek so then requested to raise a complaint only to be told that there was no point because I would be told the same thing.

So the moral of the story is don’t take the peace of mind easy life option that Zen offer because unlike other ISP’s they supply you with the cheapest nastiest crap hardware and then don’t give a hoot about customer satisfaction. They used to be great, now just average.

Having migrated three connections to Zen Internet over the last few months I have nothing but praise for them.

Excellent raw speed and being able to track broadband usage and line speeds accurately is a vital asset to the small business I work for.

Having left providers such as Murphx and companies from the TalkTalk/Tiscali Group where VPN and Remote Desktop performance was so poor to what we have now is amazing.

Support is also excellent having run into problems with all of our lines the call backs from the support staff with updates and BT Engineer appointment information is very useful.

Would recommend Zen Internet wholeheartedly for Business use as well as Home!

Zen have been long known to provide for the quality over quantity niche and so far i have been loving the service but i must admit my wallet was not as happy.

The only reason im leaving them is im getting FTTC and thier prices are too extreme for 40mb speeds.

Overall if you want the best isp in the uk and have the money then look no further.

Moved to Zen five weeks ago. Have found their speeds consistent ,I get 1.4 as I live in a rural area. Zen has provided outstanding customer care, expaining simply and clearly how to navigate their site when I rang with some questions
I have been with five other ISPS over the last 5 years and these are definatly the best.

I have been with Zen for the last 4 years which should be a good reference for anyone.
They are not the cheapest by any means, but in my opinion they really are the best. The contract is just one month, so it's easy to leave in the unlikely event that you don't like the service. Many of the more shall we say, popular ISP's tie you into a 12 month contract. If you don't like them then you are stuck with them for a year!

I use the internet for my work all day long and well into the evenings too. Zen's download speeds are fast and consistent. No drop-outs and certainly no slow down at peak times. No traffic shaping or throttling and that's why this service wins awards each year, for its excellence! That's also why I am still with them after all this time.

I have previously been with the likes of Pipex, BT and Plusnet and for comparision, they don't even come close.

So you can keep all those cheap offers of £7.50 a month from the likes of Sky, AOHell & Talk Talk for "broadband" services (probably shouldn't be allowed under the trade descriptions act)!

In the case of Zen Internet, you really do get what you pay for and in the case of most of the "others", what you get for your money is misery and not a lot else"!

Give Zen a try, read ALL the reviews you can find before you take the plunge. If the price is too good to be true then it more than likely is!

Been with Zen now for approximatly 3 weeks, I was on orange before hand and realy was getting frustrated with it.

Moved to Zen, the line never went down once during the migration

My pings have shot down from around 100 to 22 with 0 Jitter.

My gaming experience is so much better now

Big thumbs up for Zen.. its worth the money... im paying 35 pound a month for 100 gig usage

The line stability is fantastic

Thanks Zen.

two weeks ago my broadband went down after that bt dropped my ip, speed was at 244 never going up or down as previously it was 290 to 310 download, the people asked about my equpment I said i had changed filters, they suggested maybe my router maybe at fault, so I brought a new router filter etc speed went to a constant 260 done a bt test told tech support they said i should be a lot higher etc they said they would get in touch with bt with in two days my speed went up to 710 download and is at moment constant, the people at support never asked me silly q or treated me as an idiot,and said if this goes wrong with in two weeks would just re open with out going through new tests and q, which is good.
treatment has been friendly and positive, and did not fob me off,
as others said price is high but for what you get worth it.

Probably the best ISP I had but have changed due to the price they charge compared with other suppliers.

Excellent speeds, never had a problem ever with them but I guess that's what you pay for.

I live on the west of the Isle of Skye, not an area noted for fast broadband connections. Nevertheless when my little exchange got ADSL Max I signed with Zen Internet a company I had been with before moving here from Rochdale.
Just now the BBmax speedtest gave me 6.941Mbit download and 210kbit upload with 89ms ping.
My download speeds are consistently higher than 5.5. Not bad for the Scottish outback.
I also have hosting with Zen which has been faultless and easy. Their support is first class on the phone on the rare occasions when there has been a problem. The only connection problem I ever had was comprehensively investigated and the problem finally (and I'm sure correctly) determined as snow on the microwave link to my exchange!

I have been with Zen since may 2003 and generally find them ok.

But raising a fault is a bit hit and miss. My usage of broadband has increased from about 5gb a month to around 25gb a month, this is mainly due to streaming video and high bandwidth websites.

I have been migrated to the 21cn service which has reduced the reliability of the service with regular shifts in adsl line speed.

January and February of this year ( 2010 ) my line rate varied from 500 to 5000.

0 4000 4544 adsl4000 Auto 26-Feb-2010 13:19
448 5000 5696 adsl5000 Auto 23-Feb-2010 10:30
0 4000 4544 adsl4000 Auto 21-Feb-2010 10:10
448 5000 5696 adsl5000 Auto 13-Feb-2010 10:24
0 500 576 adsl500 Auto 12-Feb-2010 06:53
0 3500 4000 adsl3500 Auto 12-Feb-2010 06:25
0 4000 4544 adsl4000 Auto 11-Feb-2010 17:41
0 4500 5120 adsl4500 Auto 11-Feb-2010 17:21
448 5000 5696 adsl5000 Auto 27-Jan-2010 17:20
448 4500 5120 adsl4500 Auto 03-Jan-2010 00:00


Trying to get to the reason, its all over the place since moving to 21cn ( but not adsl 2+) seems to be impossible and the support staff demand that I remove the face plate of the the socket, place a filter in the test socket and place a new router on the line.

This does not seem to help and Im looking to migrate, to a provider that can work something out and improve the stability of the line.

Zen dont have a regrade to adsl 2+ option for my exchange

( update)
I dont accept that three different routers that I have bought and tried on the line are all faulty.


I need a bit more bandwidth for my money too and have decided to migrate, its a shame that over seven years of membership is nothing to Zen and they let me go with barely a word. MAC code given to another provider, should be on line with them next week ( march 2010).

User churn is accepted, without any attempt in retention.