Zen Internet Reviews

As a network engineer what a breath of fresh air it was to have an ISP with a real tech support team that is actually technical and bonus they are in the UK!! My previous ISP Virgin Media were useless and just read a script when there was a fault.

No traffic shaping or censorship and a really detailed customer portal with real technical information in.

If only more ISPs were like Zen.

And I am still enjoying Zen. Please don't let my username confuse you - I am on Zen..

The service is rock solid 24/7 (74/18) and I am a very heavy user (have done 11TB in a month) with no problems or complaints. The billing is spot on and on time and always correct.

My only fear is that Zen will increase prices in which case I stay with them as it has to happen. However I like the fact anyone signing up pays the same that I do - No stupid new customer deals here!

You get what you pay for after all..

Don't get me wrong I have had some gripes with Zen but they have always mainly been sorted. Things they couldn't or wouldn't resolve I have sorted.

But in the end on the balance of it all. Yes I would recommend Zen without hesitation to anyone who would listen.

I've not spoken to Zen in the past 4 months and when I have it's never been about the actual service but to do with add ons and the like.

The support is fair, the price is good and the quality shows.

Zen staff lied FOUR times on the start date of my broadband service.
I cancelled the contract on the fourth time.

The staff were English and easy to understand, which is a bonus I suppose, but that's where it ends.

Also I had to call THEM for the fourth bout of bad news - are they really that inept that they don't even realise when their promises are being broken, or is it that they just don't care??

How can a business be trusted and considered 'good' if they can't even get it right BEFORE a new customer enters into a contract?

I've been a zen customer for nearly 5 years, it was great at the beginning although expensive.

Lately though the speeds seem to be dropping slightly, and i've recently had to call zen a few time's and the politeness seem's to have gone out the window

I been using Zen for few years now, so far it's been good. not a single downtime full speed access etc.

Now they given me Native ipv6 which works really well too.

I haven't called them for any thing yet so dont know their customer services are now days. If they keep the services running like this I dont need to call them.

So far it's been really good

I've been a Zen customer for over 12 years.
gone from their ADSL to Fibre.

After what I thought was an excellent service with no crazy traffic management. I was very disappointed to find out that when I moved house, I had to buy my way out of my current contract. Fair enough, it was at a reduced rate but it seems along with TalkTalk, they are the only ISP who do this. What is worse, is that I have to have a new 12 month contract. I have decided to cut my losses and move elsewhere...thanks for the service....

Full review here: www.ispreview.co.uk/talk/showthread.php/33943-Review-Quality-ISP-which-lives-up-to-the-hype

I recently joined this ISP now that they offer competitive products for those of us stuck on ADSL and am delighted to say that they live up to the hype. They list multiple customer service awards on their website and from my experience they do deliver on this.

I took phone and broadband service with them and the online signup process went smoothly and hitch-free, with several emails sent to me, keeping me well informed of order progress.

The transition to Zen’s internet service was so smooth and trouble-free, that other than entering their login details into the router, one couldn’t actually tell the difference without checking. In fact, the modem didn’t even lose line sync, which is a first for me when changing ISPs. Phone service just switched over, with no interaction from me required to make it work.

I called Zen’s tech support to turn interleaving off, which they duly obliged in a very fast, efficient and professional manner.

Zen do not implement site blocking (censorship) or interfere with one’s internet connection in any way.

They have a comprehensive customer service portal, showing technical details such as usage and line stats. One can also regrade their service, manage email settings and check on order progress, among other things.

So now that Zen have competitive products for ADSL users like me, I can safely say that they are superb and easily the best ISP that I have ever been with, hence I rate them a solid 9.5/10.

I migrated to Zen Pro. Which was nothing short of amazing. As I wanted the huge 500gb usage. Speeds were between 16mb to 18.5mb Router synced up to 19mb. which for ADSL2+ is very good. The maximum as I my exchange cannot be upgraded to Fibre. Ping was low at 15-20ms. I was very happy for 2 weeks up until I had a cease order on my phone line from EE our previous provider. Myself & my girlfriend were not informed until Zen suddenly told us we had a `Cease order` on our line! It seemed that although we had migrated our internet & line, apparently our line had been stopped, this meaning no phone line and no Internet! Zen told my girlfriend who was the account holder that it was our fault as we hadn't migrated the phone line as well. So even though we had migrated our internet, the phone line was ending with EE and that was that! So they told us in order for our line to be reactivated we would have to pay £11.99 per month for line rental, £40 for line activation and £12.38 for something else! Excuse me? I've just paid for a month in advance, including the router - £76 in total.

Speaking to several other ISP's about the situation, one of which I have just placed an order with, said the buck lied with EE and not directly Zen. I'm not happy how EE cut our line, nor am I happy with Zen's handing of the issue. Whether it was EE's fault or our own with not having our phone line transferred properly. I don't blame Zen for the line cease order, but I think they could have offered us a better deal to sort it out. Yes, we could have had our phone line with Zen, but I don't think its fair for the customer to have to pay for the huge array of activation fees, I advised my girlfriend to therefore cancel with Zen. I was happier to start my internet with another ISP who are only charging me £25 for activation. Sorry Zen. Better luck next time.

It appears that Zen are picking and choosing which customers they want and that doesn't seem to include anyone in a rural community.
I have been with Zen for many years, paid my bills ahead of time and I am a light user.
I don't download stuff or watch TV or indeed ever exceed the 10mb download allowance.
Now I'm told that because I live in an out of the way place (Northumberland) I must pay more to retain the service or 'sling my hook'
Then in the next breath they are offering to upgrade me to fibre!
They have a very clunky online email set up and a very 'no frills' service.
I for one will be using this site to find an alternative ISP.
Shame on you Zen.