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.