Zen Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Zen.

Recent Customer Ratings for Zen

  • Satisfaction
    3.5 stars
  • Customer Service
    3.5 stars
  • Speed
    3.3 stars
  • Reliability
    3.5 stars

Based on 100 customer ratings since 2023-04-27 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

208 Customer Reviews over 6 pages

  • Reviewer
    Location
    Edinburgh
    Reviewing
    Zen
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Zen internet completely bankrupted me. The biggest mistake of my life was to switch to Zen from my previous provider and not reading their insane contract clauses.

    Before I write detailed review I want to state the fact that this review is not related to their internet speed, in my experience the speed was decent at least, there were minor wifi drops, but nothing major.

    I used to use Cuckoo internet. They were the best ISP in my area. But all on a sudden, on February 2024, I got an email saying Cuckoo will stop providing internet to me, and will transfer me automatically to Home telecom. I didn't want to be forced to switch to Home telecom, which is why I started looking for other ISPs, and found Zen internet with good reviews and everything. So I subscribed with them, took their 900mbps package.

    Due to a sudden change of circumstance, there was a change in my tenancy and I had to move from my rented flat to another just after 3 months I subscribed to Zen. Of course, I wanted to take Zen internet with me to my new place. However, I found out that in the new place they do not supply 900mbps due to not having optical fibre there, and they can only supply max 70mbps. This was completely unfortunate, but I had no other choice. I could not accept the speed 70mbps, due to me working from home most of the time, plus I connect many devices. As a result, I had no other option but to switch ISP again. When I mentioned them this issue, they said that I can leave Zen, but I would have to pay GBP 828 as early cancellation fee. I told them that it was crazy because not being able to provide 900mbps in the new location is their fault, not mine. The customer support guy told me they don't care, I would have to pay the early termination fee regardless. Their termination fee is literally the full contract fee, unlike the other ISP companies, which I think they intentionally setup to drain money from people.

    Then I requested at least to let me pay this large termination fee monthly, they said okay, they would deduct monthly via direct debit for the next 15-16 months. But on June 14, they emailed me saying that no, I am due the whole amount in one go, completely contradicting what their customer support promised. So now I am forced to empty my bank just to pay for service which they are unable to provide to me, and due to the fact that I am bound in a contract with them.

    Please avoid Zen internet at all cost. Their are lots of other ISPs who supply via Openreach, please choose one of them if you are willing to choose an Openreach provider. Please read the contract clause properly, you never know when you may have a change of circumstance, and such contracts will destroy your finances.
  • Reviewer
    Location
    Dronfield
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Similar experience to others here.

    I have been a customer of Zen since 2021. I upgraded to Fibre in January this year with no issues at all.
    I have recently moved to a new house. Signing a new contract to move the internet to my new home.
    The installation wasn't successful due to a fault on the line. I have now been waiting for 11 days with no resolution, no communication, not even a date for an engineer to come out.
    I was told on numerous occassions that I would get call backs from Zen to update me on the situation, I have yet to recieve a callback.
    The staff are polite and empathetic but seemingly are not able to or are unwilling in resolving faults.

    I have asked to cancelled my service, as I need internet for work and I would be able to get Fibre installed within a week through another provider. I was informed that if I did want to cancel I would have to pay a large cancellation fee.
    I still have no internet. I have been informed (by calling myself) that Open Reach will be reviewing it again in 7 days from today.
    I am unable to leave without paying a large exit fee. I am paying £55 a month for literally nothing.
    I joined Zen because of their customer service. I will now be leaving Zen because of their customer service.
  • Reviewer
    Location
    Lincoln
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I signed up for the 300mbs FTTP package and received full speed for the first 2 weeks. For the following month, I have received 45-70mbs down, which is below even the minimum level of 150mbs on the 300 package. No amount of resets or contacting their "award winning" customer service has helped.
  • Reviewer
    Location
    Berkshire
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Sabotaged our current network cable and left us without any internet access.
    So disappointed after reading amazing reviews about this provider. The engineers visited us to install their network. Not only were they unable to connect us, but they also shredded the cabling laid by our previous provider, which left us with no internet access at all. Accidents happen, and if Zen had then prioritised reparations for the damage caused by their engineers, I wouldn't have left a negative review - but they have scheduled us for the middle of next month leaving us with no internet access for several weeks. I have communicated with them the urgency of the situation given that we work from home and need internet access for our livelihood. The only acceptable response after causing damage to a customer's property is to immediately fix the damage they are accountable for and I am deeply shocked by Zen.
  • Reviewer
    Location
    Birkenhead
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beyond awful should be 0 stars. No communication then my job to chase them!! 2 weeks no internet ready April 10th
  • Reviewer
    Location
    Leicester
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This service is awful, they are unable to activate my service after installation from city fibre. They have asked me to wait 24 hours every day for two weeks and still appear no closer to solving the connection problem. The customer service has been unhelpful and have provided no information into the nature of the issue.
  • Reviewer
    Location
    Lee-on-the-Solent
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They have 'upgraded' the Internet in our housing estate and as a consequence we have no Internet or phone, what a load of rubbish they are, no warning, nothing. I will be switching to another provider tomorrow.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking experience ive had so far with zen broadband. First off watch yourself with there “cooling off period” chances are you wont receive the product live and ready to use until day 15, now what they are doing is holding customers ransom regardless of how good or bad there connection is. Like all other providers they start the 14 day cooling off when your services go LIVE so beware off these scammers. I was told i would get a 10/15 ping connection from glasgow to london, turned out to be 22, i then try connect to servers in glasgow which is 12 miles from me and get a 27 ping connection. Absolute rotten company.
  • Reviewer
    Location
    Towcester
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband provider ever never contact the customers and never deal with the broadband problems never give you and let you know when the cooling off period starts and finishes Helen from cancelation has a rule to her self and makes you stop with zen
  • Reviewer
    Location
    Towcester
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid them as they don't reply to emails,

    Only work Monday to Friday 9 to 5pm in the call centre don't recommend them to anyone and when I've spoke to people they have said there dreadful in the service ,

    The only way to get through to them is Send letters in the post as they have to read them as they can't avoid the postage letter,

    There holding me to cancellation fees when I'm in my cooling off period of £613.13 of which I refuse to pay
  • Reviewer
    Location
    Towcester
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband provider doesn't care. don't give you 13 days cooling off period. would never trust them and customer service needs.to improve and the service the rules of zen are not following the rules of the government guidelines and breaking the contract with the department of working pensions. And breaking the code of practice will Never trust them and the sooner I get rid of them the better and get on a cheaper broadband provider who is well known and reliable.

    I asked to cancel, and I was told i was in contract before I had gone active with Zen and by law you can't have two broadband providers at the same house landline. as open openreach will not alow it
  • Reviewer
    Location
    London
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A customer service experience—Extremely rude and lacked empathy.
    I took 12 months contracts with them. There wireless modem had range only within the room. So took 12 month contract extra and paid for Internet every room for which I was told that I have to pay only for 12 months to cover the cost of equipments.

    Once 12 months passed they are still charging every month and when I tried to contact there simple answere to cancel the service and not return the extra money they have charged. Pathetic services and behaviour.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Nice people but the service has got worse over the years. First sign of a problem, and all they do is fob you off, test after test. 12 weeks later and a download speed of 0.1 upload speed of 6. Can't even watch catch up without whirring. Once you have a problem, they don't call you back and don't answer emails. AVOID AT ALL COST. Once you were great, now you're bad. Well done you.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Was a previously a happy customer but left several years ago due to lack of fibre.

    Just rejoined and the customer service isn’t what it was. Trying to get the email address on my account changed has taken two live chats both of which “updated” the address and just abandoned a call after 25 mins on hold
  • Reviewer
    Location
    Kent
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Speed has always been bad , it cuts off in the evenings when busy
    Biggest problem for me is that I lost internet on 12-10-23 it’s now 31–10-23 and still nothing , I either get cut off or / and asking the same questions over & over again , I’ve told where the problem is but they go on repeat , disgusting poor standards, suggest going elsewhere for that reason
  • Reviewer
    Location
    Leeds
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute crap. Literally the worst customer service I have ever experienced and I was with Virgin Media for over 6 years. This is not what I expected when I signed up.
  • Reviewer
    Location
    redditch
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    peak times speed drops from gigabit to 20mbps, customer service not interested, leaving
  • Reviewer
    Location
    London
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid at all cost
    The customer servicies here is just awfull and not even able to ackwonledge emails.
    I have an ongoing issues since april, this is handle by Dale,as pero his signature "complain resolution manager" . He is not only not able to fix or advise the issue, he is not even haven consistencia in his replies . I am overdue paying a bill because he doesnt apply the credit I have standing.

    Date of experience: 01 April 2023
  • Reviewer
    Location
    S. Wales
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    since my recent change to 100mb and a new router, everything is hunky dory.
    A few hiccups over the years, but still the best broadband provider of them all!
  • Reviewer
    Location
    Berkshire
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Zen used to be fantastic. Sure you paid a bit more but you got your moneys worth.

    In the last year though it’s gotten awful. We’ve had a fault on our connection causing high latency for over a month. At first Zen told me the router was faulty so they sent a new one. That didn’t fix it so they said it must be the WiFi and I needed to go through every single device connected to it and do some troubleshooting. I didn’t fancy doing that so I just connected everything to a cheap 4G router to see if the fault remained. It didn’t so it couldn’t be a device on my network causing an issue. When i called in to report that they tell me it’s an issue at the local exchange effecting the whole atea and Openreach will be out to fix it. Whatever fix they did didn’t last long as the fault has reoccurred. I call up zen to tell them this and lo and behold they want to send me a new router or blame the WiFi when literally a week ago the EXACT same problems with the EXACT same symptoms were due to a fault in the exchange. It’s exasperating. They are on very thin ice. I’m one more bad tech support call away from moving to a different provider.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It used to be a pretty standard Internet provider but with polite customer service, with enough staff to answer calls within minutes. It was the only reason why it had 5 star reviews. Now it doesn't have even that advantage so there is absolutely no point in choosing it over cheaper options. Today we had the second cut in one month. There are no more options to check the status online, just some mysterious descriptions like NGA GEA_FTTC NMBDMC Felixstowe PCP 17. Is it mine? Is it not? There were definitely not a single one saying Cambridge. So you have to call the provider to find out. And today I was 21st in the call queue.
  • Reviewer
    Location
    North Norfolk
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    What the **** are people talking about???? This is probably the worst ISP in the world. They are expensive. They are slow. But - their customer service is non-existent, trust me. In March 2023 our internet speed became so slow it was unuseable. For £40 per month. Then they lost our phone line and our phone number. They don't answer the phone. They don't answer emails. But - they do take the trouble to dispute online reviews and get them taken down where possible. Honestly, I think this business consists of one incompetent man in a flat somewhere operating a massive scam, and paying Chinese companies to leave fake reviews. I have never hated a business as much as I hate Zen Internet. Don't call me, I don't have a land line for the first time in 40 years.
  • Reviewer
    Location
    Wales
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous service! We live in a 2 bedroom detached house, very small house and only have wifi in 2 of the rooms, sometimes in teh one directly about the router. Have had to use 4G instead most the time! They said they couldn't help it wasn't part of the contract and then charged me £200 for leaving after I had been with them for 2 years
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Excellent customer service. You always get to speak to a real person with no language barriers. Technicians are knowledgeable, considerate and very helpful, They phone back when they say they will.
  • Reviewer
    Location
    North Norfolk
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Yet another business gone bad.
    Totally incompetent, cannot be contacted. We have been Zen customers for several expensive years. They are probably the slowest Broadband provider, and the most expensive, but their reputation for customer service was once good. Once our broadband speed fell below 5meg download, 0.2meg upload, we complained. No reply after a week. So we went to Sky - half the price, around 10x the speed. But they couldnt supply on the date agreed, or give a date in the future. So back to the fools at Zen. These incompetents have now accidentally cut off our phone and lost our phone number. Still no way to contact them. They dont respond - but they do send us spam marketing emails. Surely no other provider is this hopeless?
  • Reviewer
    Location
    NORTH NORFOLK
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    AVOID THIS PROVIDER!
    We used them despite them being very expensive and extremely slow, because Which scores them highly for customer service. That is nonsense.Eventually our £40 per month service became so slow we contacted them by email. No response whatsoever. So we moved to Sky. Sky let us down, giving us a connection date then cancelling. So we stopped our cancellation with Zen. Then they accidentally cut our phone off, losing the number as they did it. Now they have no projected date to sort this out. 45 minutes wait on the phone to be told the department we need doesn’t work weekends and there’s nothing they can do. These people are expensive incompetent fools. Others may be equally incompetent but at least they are half the price.
  • Reviewer
    Location
    London
    Reviewing
    Zen
    Date
    Comments
    Zen customer service is appalling.

    After having to wait for 3.5 months after signing up for Zen full fiber, the installation failed. The Openreach engineer and the Zen technicians knew that the line did not work. Nonetheless, we were cut off from our previous supplier on the same day despite being assured prior to installation that the transition would be seamless.

    The Openreach engineer said the router was at fault, but despite our desperate pleas the technical staff refused to send one by next day delivery. It took 6 days to arrive delaying any possible solution, and as no information was sent on the delivery date so we had to stay in case we missed a delivery.

    We have been without internet for over 4 weeks. No one person would take responsibility for progressing the case and monitoring the outcome and not a single member of Zen staff has bothered to attend this site despite their failure to provide a service. Instead, we were advised variously to get help from Customer services, Customer experiences, and Cancellations, but were always referred to the technical department.

    This entailed hours queuing, getting a different technician each time who rarely read the notes, and going over the same failed diagnostic routine again and again. Calls were cut off and technicians failed to ring back. The process of crouching down in a dark corner plugging and unplugging etc. was exhausting and left us with severe back pain.

    Technicians also variously advised us to get ourselves a laptop with an Ethernet connection and do more tests; contact Openreach and Plusnet to ask them to sort it out. We did, but Plusnet cannot act while we have a contract with Zen. Openreach said there was no problem with the line and referred us to their website, which of course we couldn’t access.

    The final straw was when, after much pleading Zen, agreed to send an engineer. We stayed home again all day, no one turned up or contacted us to cancel the appointment. A phone message sent in the evening contained no apology, saying a visit was unnecessary, and to get in touch with technical staff to try the diagnostic process again.

    By then we had lost all trust in Zen and wanted to cancel the contract, but they refused to do so unless we went over the diagnostic process again.

    An email detailing all the shortcomings we have experienced was rejected and eventually went into a long complaints process. We have yet to receive any explanation as to why the installation failed or indeed an apology for the anxiety and inconvenience caused. No one appears to appreciate the severe impact on life and work, and the overall attitude is that we were being unreasonable. They refuse to acknowledge that anything is wrong with their customer service.

    Zen is now holding us hostage by refusing to cancel the contract and send confirmation so that Plusnet can reopen the line with us unless we pay the full cost of the contract. That is almost £700 for a service that we have never received. Even then, they will not release the service until 16th June, a total of 5 weeks since they cut us off from the internet.

    This is extortion of the worse kind. They referred us to the contract that protects Zen from any liability arising from almost any service failure. In short, this is an unreasonable contract: customers have virtually no rights. However, a term of a contract to supply services is not binding on the consumer to the extent that it would exclude the trader's liability arising under section 49 (service to be performed with reasonable care and skill). CPA 2915 sections 49-57.
  • Reviewer
    Location
    London
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I have been with Zen for over 10 years. They had a really good quality of service but unfortunately, they have become really lapse lately. I had to spend hours on the phone to resolve a tech issue which never got solved in the end. The various departments are not talking to each other and so I had to go ahead and cancel my account. They tried to charge me for cancelling my contract but in the end the complaints department did agree to my cancellation and resolved my issue. I would look elsewhere for broadband now.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved to ZEN after being with Virgin for nearly 20 years. Initially they were great, but recently been appalling. I have had no internet for 3 days with no explanation and no date for it to be fixed. Spent 30 minutes waiting to be put through on a call, was then cut off and had to queue again another 30 minutes only to be told they couldn't guarantee when an engineer could come out as they were separate to the company.
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Never really have to give it a thought and that's what you want from your ISP surely?

    I WFH all week and it is ultra reliable, never have any issues and get 73mb/s with mt FTTC product.
  • Reviewer
    Location
    Telford
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I've been with Zen for two years after three years with Virgin Media.
    The Zen help desk is very good. They answered my calls in around ten minutes, and then I got someone based up north to answer my queries in a very friendly manner. Very different to some other providers.
    They also provide an excellent router (Fritzbox £255 on Amazon) that has never failed to provide my WiFi all around the home. I have also plugged a hard drive into it, giving me a single-drive NAS.
    My WiFi was constantly dropping out with Virgin Media (cable supply, too), which I understand was mainly due to them supplying inferior routers.
    My town is about to get superfast broadband, and I'm hoping Zen will be a provider.
    I've been on the internet for decades, with many different providers, some now long gone. I have to say, although not perfect - is there such a provider? - Zen is the best I have had.
  • Reviewer
    Location
    Brixton
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unbelievably poor broadband since we joined last year. Constant drop outs even after two engineer visits meaning we can’t rely on Zen Broadband for even the simplest of tasks. Avoid. Which? should also be asking themselves questions too.
  • Reviewer
    Location
    Warrington
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Long...long..ling time customer of Zen.

    Always had outstanding service, amazing customer services dept.

    They are a provider that requires a bit more 'tech savvy' user.

    If nothing else, the reviews here are an excellent example of why some people shouldn't be on the net, or use Zen, go for a 'hand holding, money grabbing' provider instead!

    Openreach are the core network provider for the UK..they AREN'T some sort of contractor for Zen.

    Blaming Zen for core issues is the equivalent of Blaming Ford, Vauxhall, BMW for potholes, road lighting and roadworks, utter stupidity.

    They have absolutely NO CONTROL over Openreach's behaviour.

    If they worked in IT, they might actually grasp what it is like relying on a provider and their sub contractors.

    Oh, and the engineer who calls ISN'T from Zen, they are from Openreach, and may even be a sub-contracing cable puller at that!
  • Reviewer
    Location
    Keighley
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Used to be with BT it is no comparison to Zen
    BT need to learn how to do it from Zen
    Your customer service is second to non fantastic.
    Thank you for make not my life easier and providing me with a fab service
  • Reviewer
    Location
    The Chilterns
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had to give each rating of one star, pity there isn't a zero. Their customer service is online, machines can't help you only annoy the heck out of you. I wish I'd never got involved with them. They just couldn't care less. Buyer be very very aware.
  • Reviewer
    Location
    Lytham St Annes
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have been a customer of Zen for 15 years at my previous address and was reasonably satisfied with their service and prepared to pay their premium charges. Two months ago I moved house and upgraded to Full Fibre Broadband and Digital Voice and it has been a total nightmare ever since. Delays in getting the service installed and digital voice service not ordered until after the full fibre had been installed so I was without a home phone for weeks . The digital voice didn't work properly for a couple of weeks after installation. Every time I ring Zen with a problem I am told a different tale. Sometimes I speak to someone who knows what they are doing but others seem to be making it up as they go along. Endless problems trying to log in to my customer portal (account) and keep getting locked out though I know I have entered correct username and password so have to keep resetting a new password. Also having problems with accounts department trying to overcharge me and they do not bother to reply to my emails.
    I am BITTERLY sorry I remained loyal to Zen, what a useless shower of a company. I am tied in for 18 months with them but they won't see me for dust once my contract is up
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Putting in my postcode on the Zen website showed that I could receive fibre Internet. Waited a week for the installation date then waited in for a day just for the engineer to say that they couldn't provide fibre after all. Very irritating- they need to check their systems so they are not promising service they can't provide. Customer service also couldn't give me any update on the day because the engineer hadn't submitted their notes, so it was only a few days later after I had chased them multiple times that Zen could tell me what the problem was and what they would do. They advised me they would have to cancel my order and give me a refund, but said I would only get my refund once they collected the equipment- fine in principle. But THREE TIMES I have waited in all day for their courier, only for them not to show up. They still refuse to refund me until they have the equipment, despite it being entirely their fault that they didn't have it weeks ago. I have never been so p*ssed off with a service provider in my life. Booked with BT the next day for cheaper and had Internet within a week. Still don't have my refund from Zen a month later. Avoid if possible, just not worth this hassle.
  • Reviewer
    Location
    Derby
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    As a new customer I was excited to try Zen. I signed the contract and then everything went wrong. Firstly router was sent to the wrong address and then on installation day they decided to not install it due to various reasons. I was COVID positive so I did explain 3 days before installation that my landlord and neighbor would facilitate the day and I'd not be going to the new flat (I remained at my current property whilst they were at my new place to help with the install which did not go ahead). I rang the engineer on the day (lanlord gave me his number) and he said he'd get back to me in 15 mins to let me know what's happening.. by end of the day I heard nothing, they just left and did not install it. A wasted day. My lanlord had a funeral that day and still tried to help me get it sorted by being there and it did not happen. I complained and their excuses ranged from COVID to me not signing a form (apparently I had signed so that wasn't the issue and COVID wise I wasn't there, my neighbor and lanlord were). Fast forward to today the new plan was for the install to happen and I'd be there (they gave a 8 - 1pm time slot). They turned up at 5.30pm no apologies no updates after they were late, nothing. I'm absolutely appalled. When I rang them up at 1.30pm they said give it until 6pm even though the time they gave was 8 - 1. I wasted an entire day waiting for them to arrive. I don't understand why the engineers can't ring you to say they won't make it until later on I'd have been okay with that, I could have gone home and done something with my day but heard nothing. I know it's not Zens fault but the engineers install your internet they should also communicate to the customers. The worst thing is if I wasn't there it would be a £90 fine but for them it's okay to not stick to their appointment times.
  • Reviewer
    Location
    Manchester
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    this is my 12th day without broadband, and I just can’t get Zen deal with it. I realise they’re in the hands of Openreach, but Zen’s customer support is awful. You can’t get through on the phone, and when you do they can’t do anything to help. Zen are definitely now nothing like the company they once were when I first joined.
  • Reviewer
    Location
    Dorset
    Reviewing
    Zen
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Used to be good but are becoming unreliable and broadband has slowed. Never been able to fix my broadband properly as after all it's just open reach and not zen, and zen support seems to have failed. I'm gone.

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