204 Customer Reviews over 21 pages
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- Location
- Spaxton
- Reviewing
- Zen
- Date
- 2019-02-21
- Comments
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We moved to ZEN,after trying AOL,Tiscali,TalkTalk(The worst ISP!),and
Plusnet(BT Group!).
I have been checking review sites for years,to try to find a decent ISP provider,and recently deceided to go to ZEN,as Plusnet contract had finished.
Plusnet are always telling you how great they are yet they forget to tell you they are a BT Group company!
I contacted BT years back,to say that I will never ever go to BT again,and then joined Plusnet,and found out they are BT!
I signed-up for up to 66MBs,yet only got 40MBs,so got them to reduce bill.
Service has gone down numerous times,and their customer service is up and down.
Compare this to ZEN,which gave me a speed of 77MBs,and 19MBs upload,before I signed-up,and I get it!!!
Their customer service has been awesome both times,and they have been really quick to answer,as well as efficient.
The first time,I rang after I had connected up to their service,to get the dodgy Wi-Fi deactivated,as I use cables,and the second to add a service.
Both time's they were very friendly,and actually knew what they were doing,too!
We have had no issues,and speed has been 100% reliable,too.
They have been by far the best ISP,and
they are providing the service,we want.
They are more expensive,but I don't put cost first!
Life is about choices,and I drive a V8
American car,and eat organic,too!
- Location
-
- Location
- Mortlake
- Reviewing
- Zen
- Date
- 2019-02-19
- Comments
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My BT Broadband and Landline contract was due to end 22/2/19 and having done some online research I felt that it might be time to try a new provider. Having looked at a number of different reviews, Zen seemed to be an attractive option with excellent reviews for speed, service, support etc
The timeline is as follows:-
10/2/19 Contacted BT to confirm end of policy for 22/2/19
10/1/19 Contacted Zen to order Broadband / Landline package with a planned activation date of 22/2/19 (correct date)
11/1/19 Received email from Zen confirming activation date of 25/1/19!!! Contacted Zen to change date to agreed 22/2/19. Was informed that they would check recorded phone conversation to clarify
21/1/19 Received Zen Hub from DPD group
8/2/19 Received email conforming activation date of 22/219 (correct date)
8/2/19 Received email containing username and password for hub
8/2/19 Received letter from BT confirming 22/2/19 as leave/transfer date
19/2 11:24 Received email from Joel explaining that landline transfer rejected
19/2 12:15 Received email confirming landline transfer
19/2 13:30 Received email that activation will occur 5/3/19!!!
Having given Zen 6 weeks to organise a simple transfer of landline and broadband they have failed.
Following the last email I spoke with a representative who explained that there was an issue with this case. I took my dog for a walk, pondered the situation and decided that the service and support so far had raised a number of alarm bells and I rang back to discuss the case with the same person. After ringing your number and going through the options (of leaving Zen etc) I then was then kept waiting for 30 mins before I could get through (see enclosed picture)
I did read a reply to one of your complaints that you offer a call back facility, unfortunately this is not true and while i was holding on for 30 mins this was never offered…..only a 'please hold all our team are busy’.
It takes years to build a good reputation and they have ruined theirs in less than 6 weeks.
Avoid
- Location
-
- Location
- Greater Manchester
- Reviewing
- Zen
- Date
- 2019-02-19
- Comments
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Greedy and inflexible.
Easy enough to setup, however when i was forced to cancel due to a relocation they required the full length of the contract INCLUDING line rental to be paid in full for a service they are no longer required to provide. I can see no reason particularly for the line rental charge as BT would not even be taking a fee after cancelation.
They estimated a fee of £250-300 just for the remaining 6 months.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2019-02-15
- Comments
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Easy enough to setup, however when i was forced to cancel due to a relocation they required the full length of the contract INCLUDING line rental to be paid in full for a service they are no longer required to provide. I can see no reason particularly for the line rental charge as BT would not even be taking a fee after cancelation.
They estimated a fee of £250-300 just for the remaining 6 months.
- Location
-
- Location
- Edinburgh
- Reviewing
- Zen
- Date
- 2019-02-14
- Comments
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Combination of bt and zen = very poor service
charges for installation go up as service goes down, zen don't appear to care, service nothing like it used to be.Bt never cared
- Location
-
- Location
- Lymington
- Reviewing
- Zen
- Date
- 2019-01-17
- Comments
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I feel ZEN are losing their way and blaming the customer rather than taking on Openreach. They also charge new customers less for the same service.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2019-01-03
- Comments
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Terrible service the last 6 months, had our account cancelled in error, various faults reducing our 80MB to 1-6MB. All caused our company serious problems and still not resolved!
Prior to this we had been a happy Zen Business customer for years and used to recommend them to many, now I'd advise you avoid.
- Location
-
- Location
- London
- Reviewing
- Zen
- Date
- 2018-12-25
- Comments
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It was good until our contract had finished. We simply started receiving higher bills. There was no contact from Zen to inform about higher bills or offer of a new contract. When we decided to move to another provider we C ouldn’t. Zen have done something with the phone line which prevented our new provider to complete transfer. I was helpless and could not resolve this issue, even during multiple follow ups. Altogether I have regrets about paying premium for a year to get such an awful end of contract experience. Avoid! It was truly awful.
- Location
-
- Location
- Harrogate
- Reviewing
- Zen
- Date
- 2018-12-20
- Comments
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switched to these guys as they have great reviews. I thought it would be worth paying double the going rate (£43.99pcm unl fiber) for a great connection but what I got was NO CONNECTION for a week, then it got fixed (£22.50 credit given). A few weeks later more problems, then fixed. finally in month 10 and more issues with loss of internet so decided to switch as had enough. Guess what they want 2 x £43.99 and a part month as its a 12 month contract. I assume the contract also says they will provide me a stable internet connection?
AVOID ZEN unless you like paying top money for a poor connection. all they seem interested in is ££££££
- Location
-
- Location
- UK
- Reviewing
- Zen
- Date
- 2018-12-14
- Comments
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Extremely Disappointing - Avoid!
Zen are very expensive so I wrongly assumed we would get a much better service than we did from Sky. Zen’s service speeds are even slower.
Since the very beginning we have had problems with Zen Internet.
We are getting nowhere near the Typical download speed they advertised. They still won’t let us change providers without huge early termination charges despite speeds that are much slower than promised.
Save yourself loads of hassle and avoid Zen Internet!
- Location
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