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...