Excellent Service

Download speeds are poor, but I'm not using a fibre connection as it's too expensive. I've contacted Zen twice over the past 3 months about service availability at a different address, should I move house, but no response so far, which is surprising from Zen.

The BEST

Zen have very helpful patient UK based support staff

Having tried providers who used call centres in India to attempt to answer technical matters with very little success, I moved to Zen about fifteen years ago. They have well qualified engineers in their technical department, who really cure problems at source. I have the greatets regard for the whole company and unreservedly recommend them for those who want good, reliable broadband.

I changed to Zen after the frustrations of talking to India and technicians of Level 1 standard working from a computer script. Problems went on for ever and rarely were solved. I have been with Zen for over ten years. Occasionally I have had problems with BT provided wiring and have called Zen technical help. Their engineers are living in the UK and really know how to solve problems. I now get a consistent 35 to 39 MB/sec and do not need to call them. How is that for service and an excellent product?

Nothing better than these guys for reliability, internet speed and amazing customer service

Moved to Zen because have heard really good things......... Around 20th May I noticed that we had been moved to an infill cabinet and that indicated speeds of between 70-80Mbps, so raised a query with Zen as current speeds were 3-4Mbps(as per the old cabinet).
After some initial investigations was told I needed a line reprovision, after prompting this eventually went ahead, I was then however left with no internet. After further consultations and buying extra data for my phone, I was told that I was being put onto adsl as a temporary measure.It took a couple of weeks from being cut off to reinstate this.
I am still on this temporary line and have had to reinstate my old router as the supplied Fritz!Box has proved too unstable and has caused frequent disconnects.
So from slow fibre to no fibre (told fibre connection due to be reconnected this week...) and very little communication unless instigated by myself- Verdict Unimpressed.

I have been with this provider for a long time at least 8 years and have had excellent service. If you change to Zen you won’t be disappointed.

The main thing to say about my experience with Zen is that the connection has always been rock solid unless there was a line fault and then they were very good at getting it sorted. On the odd occassion I have had to contact customer service they've been good and resolved the issues. However, I have rarely had to contact support.
Speed is not fantastic but this is down to the quality of the line and despite not being the fastest, the connection stability means I seem to have a better experience with things like video calling than people with ostensibly faster connections.
Recent changes to their pricing has also made them more comeptitive than they had been previously.
You might get boradband cheaper but it's hard to get it better.

Excellent ISP, would recommend them to everyone.
Good speeds, pricing, service and help desk, if you actually need to use them!

Their Internet as a fault of Zen is near zero. Customer service is great down to earth and friendly. In the rare instance of a fault they investigate until the issue is solved. I cannot ask for more. I recommend Zen to anyone reading this.

The speeds are as good as you get for ADSL and currently satisfy my needs. I have had no issues for months, maybe even years.

5 Stars. Excellent service during these testing times . Thank you

Zen is simply the best broadband provider.

When - and that is rare - things go wrong you can get though to someone who can fix it.

five stars all round

I have been with Zen for nearly 20 years. Quite simply, they have never let me down and are always ready to go the extra mile for their customers.

I can't think of any circumstances that would tempt me to leave them.

Thank you Zen.

Five star absolutely superb. Support is second to none. Knowledgeable, even went the extra mile to resolve a TV issue!
Providing this quality of service is maintained, I will never change.

Excellent Service

Excellent Service

My rural village has been a 'Not-Spot' for years, but a few weeks ago a sub-contractor suddenly appeared and began installing full fibre. I contacted Zen who told me they would keep a look out for an announcement from Openreach. Last Tuesday I had FTTP installed and a couple of hours later Zen emailed to tell me that the local exchange had been enabled. After a longish phone call to Zen technical support my FritzBox router is now reconfigured to full fibre and I have joined the ultrafast world. Neighbours who are not using Zen have been told they can expect to be upgraded by late March...!

Very pleased with Zen. Not the cheapest but rarely any problems, and the very few that arise (mostly my end!) I get to speak to someone who understands and sorts it. I don't have to go through endless idiotic procedures dictated by some idiot that doesn't listen and just follows a script!

Consistently good service and speed for the programme I have.

Fantastic support from Zen during my recent broadband problems. They have been pro-active in addressing the issues, getting OpenReach engineers scheduled, dealing with the OR engineers questions, monitoring and ensuring everything is working as expected. They have been excellent at communicating what is happening and why, they provide timely follow up calls. I can't fault them. They may not be as cheap as others but you get what you pay for.

After 6 months of waiting to transfer from my previous ISP, Zen finally managed to achieve something.

They cut me off.

Currently it's a case of who's to blame between between Openreach, BTW & Zen and I'm in the middle relying on a hotspot on my payg mobile for internet access.

In a word, Superb. A recent cable fault was completely missed by Openreach who on top of not fixing the primary fault then managed to completely disconnect the second line. Engineer left site without saying a word! Zen kept me informed of their frustrations with Openreach twice a day, every day for the week that it took OR to fix the issue. Zen have been monitoring the line performance every day. Can’t fault their customer care as it has been first rate. OR and BT could learn a thing or two from them.

Fast and reliable.
Excellent customer service and technical help from UK centre.
Not the cheapest, but the best.

good

Hi I am satisfied with Zen. Its speed is good 50mb downloads. One thing I did not like was I had a technical query and the guy who answered me said he wanted to do a security check. He asked me so many questions; my email address, my password, my home address, when did I last make a payment; How should I know it is all done on line automatically. and more in the end I used an old Anglo Saxon phrase to tell him to go away and asked another website for the answer to my query, which it did without any checks at all.
When I complained Zen said they had no record of my call. So not 100% for customer satisfaction.

Been with Zen on an 80/20 Service for just over a year now. There have been a couple of dropouts which my router seems to be unable to recover from without a reboot, but I cannot tell if that’s down to Openreach faffing in the PCP or Zen themselves. The signal quality has dropped steadily from 10dB down/18dB up to 3dB down and 8dB up over the period as more connections have gone in leading me to suspect a disturbance in the PCP.
Performance wise the data rates are usually very good, and when running with no issues, 4K streaming is very possible. Downloading from Sky as an example is a fairly steady 50Mbps varying from around 45Mbps up to 63Mbps.
Zen’s Customer Service is excellent as is their price guarantee. I have put my parents in their 40/10 service and used the supplied Fritz! box which is an order of magnitude better than the usual £15 freebie most ISPs supply. I’m glad I chose Zen.

excellent! (and they always answer the phone too)

Good support in difficult case with OpenReach

I like zen, its broadband is very very reliable. Any problems they are very down to earth, polite and ready to help. Nothing fazes them.

Excellent

I recently contacted Zen about moving my telephone and broadband service when I move house. The price agreed initially wasn't upheld by Zen, as apparently the person who'd agreed it was on holiday, I was told. It became more expensive, for reasons left unexplained. The telephone & broadband were to start on a specific date, but instead I received emails saying the phone line was live 10 days earlier than this date, and the broadband was live a week earlier. I don't know who's living at the new house at the moment, so this is a worry. I then discovered that, because of Zen's error, I'm now being billed for 2 lots of monthly phone/broadband fees - 1 for my current home and 1 for the home I'm moving to but don't currently live in. When I pointed this out to Zen, I was told I should contact them again after I'd moved in and they'd 'work something out'. I've been with Zen for many years, but I'm a very unhappy customer at the moment.

Excellent company, been with them for years. Excellent support, price and service.

Great to be able to speak to a human when needed. Speed tends to be variable despite being on fibre. Quite a number of "drop outs" recently necessitating a router re-boot. The router range is poor. Our bungalow isn't huge. Tried booster relay kit which isn't much help. FTTP would be great. Doubt I'll live long enough to see that!

Excellent service and very good support unfortunately I have had to leave after about 25 years.

Zen may not be the cheapest broadband provider but there customer service is wonderful. Very reliable in connection time. There are very rare stoppages.

Used to be good but now download speeds are rubbish evening time ,plus single thread download is total rubbish at times , iv'e had single thread as low as 8 Mbps on a fttc 80/20 .
Give up watching Netflix after 6pm

take no interest when bt swap over lines alsolute arseholes ultimate club and that kurva that is lisa mustt be fantastic.

tang your a twat.

Download speeds are very slow, with numerous connection drops. Fibre broadband has finally come to the village, but to upgrade my Zen service to that would cost a lot more - Zen are already an expensive provider, and on a pension it's hard to keep finding more money. I've found Zen support pretty good in normal office hours, but if there's a problem at weekends it very much depends on who you get - some are good, some not so. As Zen is so pricey, it's likely I'll change provider when I move house.

Zen Internet have just uprated my broadband service to fibre. Speed is now around 37Mb/s, up from 9Mb/s previously. They did this on their own initiative, at no extra cost. Thank you.

I've been with Zen for about twenty years and they've never let me down. On the odd occasion when I have to call them (which is very rare), I regard it as chatting with friends.

Been with Zen for 10 years + and use them with many clients. Not the cheapest but without doubt the best. Amazing tech support, UK based, who know their stuff and ring you back.

Well worth the small extra cost.

Zen Internet offer excellent service.
We recently upgraded to Superfast broadband (after a 2 year struggle with Openreach) and the migration was trouble-free.
Zen provided a replacemet router which was preconfigured,
They arranged for the cabinet work and gave us a date and what would happen.
The upgrade was completed over our lunch and 30 Mbps was available afterwards.
Brilliant company.

Download speed ADSL 8-9 Mbps and consistent.
Good support on the very few times I needed to speak to Zen.
Never had any cause to complain over several years.

They remain excellent. In a world of dubious products, misleading adverts and generally disappointing companies zen remain a beacon of light. I hope it never changes.

Zen provide an excellent service, it is not their fault that I only get 6 mb that’s down to Openreach

I have been with Zen for about 6 months after problems with vodafone and talk talk. I have been very impressed with the connection and how helpful the customer service and technical team are.

I have very slow broadband due to poor line and exchange. But zen as a provider has been very reliable.

The support has not been used nor the E-mail . The long user name I did not like and the Substitute abbreviate did not work well .
I reverted to my old E-mail with MSN . The Service has been excellent till the last few days , but this is more likely to be a local Exchange fault . Others in the Village have been affected.
I am happy with the ISP . I have not been checking Speed up or down
It has been fine for my limited needs.

Speeds are slow and I experience drops in connection. When I rang recently to ask for help setting up email on my iPad I was told Zen doesn't offer support for iPads.... I chose Zen after reading a Which? review, and I'm kind of disappointed. Perhaps people in urban areas get a better service from Zen, compared to those of us in rural areas.

Excellent, been with them for years, far better than all the rest and always adding new features, enhancements etc. Would recommend them to anyone...

Joined Zen 2013, service now diabolical. Tech support morons , read flow charts & blame YOUR equipment,/router,/Ethernet cable,/micro filter,/computer = never their fault &despite buying new router, micro filters & Ethernet cables, 1st guy I spoke to failed to diagnose trunk outage in area affecting many residents. 2nd failed to walk me though setting up new router I was told to buy by 1st guy blamed them for fault, I was asked,(despite telling the 2nd guy that I had had a stroke & heart attack & was struggling physically, to kneel on floor) to unscrew phone socket on wall to get at test socket +he had advised me to unscrew wrong one, so had to trace wiring to feed socket in garage -other side of house, he asked me to unscrew that, try phone in it, so had to go back to other side of house for phone then I was asked to go & get router from other side of house . Struggled to plug phone/router into a live test socket hanging off garage wall, 2nd tech guy decided it’s outage in area as both phone lines & internet by this time down he books BT, saying if I don't pay £120 to get private Broadband specialist out - check internal wiring I might be asked to pay BT £140-£178 for call out. Called Broadband specialist = £120, this + having to pay computer shop £75.91 on router, Ethernet cable & micro filters. Broadband specialist after he’d tested internal wiring asked neighbours if they’d any connectivity, they didn't. Called PC repair guy out= was suggested by 1st Tech guy it may be my computer = cost me £50, I’m losing income from booked in clients on busiest night of working week. PC repair guy migrated away from Zen Internet as found them rip off & incompetent- same problems. Phone to lodge complaint, 3rd tech guy = smarmy, condescending, rude & disrespectful, so lost my cool, he tried to justify actions of 1st & 2nd tech’s, as if I was at fault. I demanded manager called me Monday 11 am- 12 noon as started work at 12 noon. At 12.54 pm Monday Nick called claiming to be a Zen manager - he was only supervisor, he was equally obnoxious + unhelpful so asked for complaint to be escalated above him, he refused to reimburse for costs incurred from Broadband specialist PC repair man, only offered to pay for router claiming no tech guys recommended calling out Broadband specialist, fact is I never knew they existed until 2nd tech guy said to do so, so they endlessly back staff, have zero respect for customers. Support=diabolical amateur, useless, no 24/7 tech support. I pay £67.67 per month for 1 phone line + broadband & 1 without, no more than 5.85 mbps download speed & 0.84 mbps upload , diabolical customer service ,they know I ‘m self-employed & if I ‘m late paying bill, billing Rottweiler spams me with nasty threatening emails. Threaten to leave Zen & in smarmy voice they rudely tell you, you’ll never find as good a deal. I am done with Zen Internet they’re a disgrace, my advice - steer clear utter rip off utter rubbish, rude unpleasant.

I've recently come back to Zen after a house move left me with another ISP. I am due to get FTTP sometime when OR eventually gets around to it but at the moment I am stuck with ADSL. It is perhaps worth mentioning that Zen does charge more for Market A exchanges such as my one and only offers a download capped service. I should add that every time we get to the date when we should get FTTP it jumps another 6 months. This has been going on now for 2 years.

Zen Internet is tied to the local infrastructure. In that environment they provide excellent service as regards speed and reliability.

I have been with Zen for almost 20 years. First with Dial up then ADSL and finally FTTC. Their service has been exceptional and they have always gone the last mile to help when there have been problems (usually with BT lines I must add).

I get a healthy 55 - 65 MBs download with 10 upload. They also supply my phone service at a very reasonable cost,

Sorry Zen but you're stuck with me for life.

superb service and far better speeds than Orange for only a little more expenditure. If I need to call - not very often - someone answers quite quickly and clearly knows what they are talking about, not just following an algorithm.
so far, so great..

I've been with Zen for over 10 years now. Having tried other big ISPs who had slowly speeds and more support moving to Zen was a real breath of fresh air. They are reliable, speeds are good (reliant of course on BT which doesn't help) and the Support is fantastic. You phone up and straight away you are talking to the department you need with very helpful people who do sort things out (not that much needs sorting out). Zen is the best!!!!!!!!!

Zen keep getting good reviews, but my experience of them hasn't been good. Download speeds are slow, with lots of irritating buffering when I'm trying to watch something online, and frequent drop outs in the service, too. When something major goes wrong, each time I've had no phone or broadband for 5 days. As I'm a disabled pensioner, this lack of service impacts me a lot. When asked, Zen declined to compensate me or return payment for the service I'd paid for but didn't get. Customer service seems patchy, too. All in all, IMO not worth the money.

Zen are excellent, cannot fault them and have been with them for years. If you switch to Zen, you will wonder why you didn't do it earlier!