204 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- Zen
- Date
- 2019-06-19
- Comments
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I've been trying to transfer from BT to Zen for exactly one week and have got absolutely nowhere.
I placed an order with Zen who told me that they were not able to process it as there was an open order on my line.
Since then I've been batted back and forth between BT and Zen - BT telling me there is absolutely no open order on my line, Zen telling me that there is.
In order to speak to anyone at Zen Customer Services you typically have to wait between 10 and 30 minutes or more to get through.At the moment of writing this I have been on a call to them that has now lasted 41 minutes.
If this is a foretaste of their customer services I think I would rather not bother with them.
Meanwhile what I think of BT is unprintable.
- Location
-
- Location
- Inkberrow
- Reviewing
- Zen
- Date
- 2019-06-14
- Comments
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I've tried the main broadband suppliers, and despite reasonable speeds, the reliability has always suffered. I ended up involving the ombudsman with both Virgin and BT to get out of contract with them.
I've been using Zen for 2 years and NEVER had a problem. Speeds are fast, but most importantly for me, the line has never dropped as I rely on it for work. It's not the cheapest, but it is certainly the best.
- Location
-
- Location
- Truro
- Reviewing
- Zen
- Date
- 2019-06-05
- Comments
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Hi, Needed to upgrade my current broadband to Fibre to the Premises (FTTP) and was unable to do so with my current provider. Was limited to who I could switch to , but having used Zen Internet in the past, this seemed an easy decision. (Sorry BT you are still more expensive!)
Called Zen sales team on 29-May, decided on the package & within one week BT OpenReach had installed new fibre line to my property and I am now using Zen's supplied Fritz!Box router and getting 69Mbs download/ 18Mbs upload. Very happy customer!
- Location
-
- Location
- Ash
- Reviewing
- Zen
- Date
- 2019-05-27
- Comments
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I was thrilled with Zen to begin with! We are in a very rural position & always had trouble with poor service from all our suppliers(no high speed or fibre in this vacinity)!
At first we could guarantee our connection but at Christmas we had breaks in high usage times & thats continued. Not as bad as the other suppliers but wet evenings, bank holiday evenings. Saturday nights & this morning around 8 until now 8.45. No WiFi.it is the most expensive I have had in 15 years no phone with it £35 A month & I was willing to pay while it worked.. but what now??
- Location
-
- Location
- Acton
- Reviewing
- Zen
- Date
- 2019-05-18
- Comments
-
Stay away from these guys...worst experience, and bad costumer service...for months now we are going back and forth about them wanting to charge us installation fee twice...as when first installation was scheduled the person never showed up even though I took a day off and waited for him all day...even manage to get the guys number through costumer service that day when it was getting late...texted him, said he is coming "back" then just disappeared and never answered further messages later, anyway they asking for a charge for rescheduling...guess it's their way of making money with a scam.. meanwhile after hours and hours spent on the phone and while us paying the monthly fee regularly and the first installation fee (for nothing) I still can't use internet at all... really disappointed
- Location
-
- Location
- Haywards Heath
- Reviewing
- Zen
- Date
- 2019-04-22
- Comments
-
Really good customer service, not the cheapest, but also not out there to cheat you with 12 month offers like the others.
Have been with Zen for 18 months now. Had a problem about 8 months in. I called up Zen (was answered quickly by a real person) and they organised for BT to come out and give me a new service for free. They did all the chasing for me!
I feel confident if I call Zen will answer my call and help me sort the problem. After years with the main suppliers this is like a breath of fresh air! Go Zen!
- Location
-
- Location
- Bristol
- Reviewing
- Zen
- Date
- 2019-04-11
- Comments
-
Terrible speeds. 1mb average a night when advertised at 20mb. They boast having good tech support but they were unable to fix my problem. This took several months.
Very poor customer service and embarrassingly dated web portal.
Incredibly expensive. £27+ a month! They will not let me cancel contract without charging me.
They were good once but now are absolute overpriced garbage.
- Location
-
- Location
- South Woodham Ferrers
- Reviewing
- Zen
- Date
- 2019-04-05
- Comments
-
Top marks, excellent provider the fibre works anytime of the day and always at top speed the router is the best I’ve had more powerful than some very expensive purchases.
One happy customers
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Zen
- Date
- 2019-03-26
- Comments
-
Unfortunately, I've had a really bad experience with Zen and had read good things so have been really disappointed. I signed up for a new FTTP service 1 month ago (3 weeks before the activation date) to give Zen enough time to get it ready for the activation date. I had information to say the service was activated and ready to go on the assigned date - great! However, nothing worked. I contacted Tech Support and was sent around the houses a few times before they realised the line was provisioned at the incorrect address and now I'm being told the line needs to be 'cancelled' before a new one is activated and that could take until the end of the week. This would be 1 month+ since ordering. The tech teams seems to be doing what they can but the communication hasn't been good and I'm also concerned about my data as I got a call from an Openreach engineer planning a visit who had the incorrect address for me.
- Location
-
- Location
- UK
- Reviewing
- Zen
- Date
- 2019-03-20
- Comments
-
Expensive, slow speeds, poor customer service, very dated web interface.
Was told Fibre wasn't available when moving house and they put me onto a broadband contract for 1 year. After checking sometime after Fibre is available but through other providers.
Rather than roll my contract over when moving house they started new contract locking me into it.
My new Broadband connection was under 2mb download most evenings. I was promised 20mb. Worked with tech support for almost a month and did not find a solution.Gave up.
The web portal for managing your services and account is extremely dated.
Rude customer service on phone. On one occasion the lady ended up saying "I cant help you mate".
They advertise themselves as putting customers first but clearly this isnt the case anymore. Avoid.
- Location
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