204 Customer Reviews over 21 pages
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- Location
- Holmeswood, Rufford, Ormskirk
- Reviewing
- Zen
- Date
- 2018-07-09
- Comments
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I joined Zen around 2013 since then the service has become diabolical.
The Tech support staff are morons who seem to read from flow charts, when you call due to lost connectivity to the Internet they blame YOUR equipment, router, Ethernet cable, micro filter, computer - its never their fault always yours and despite buying a new router, micro filters and Ethernet cables the last time, they still weren't happy, the first guy failed to diagnose an trunk outage in my area affecting many residents all on different providers. The second failed to walk me though setting up a new router I had to rush out and buy as the first guy insisted that my router, micro filter and Ethernet cable was likely the fault, then I was asked despite telling the second guy (all this in the same day) that I had had a stroke and heart attack and was struggling physically, to get down on the floor to struggle to unscrew a phone socket on the wall to get at a test socket - only to be told he advised me to unscrew the wrong one, so then I had to trace wiring to the feed socket in my garage on the other side of the house then he asked me to unscrew that one and try a phone in it, so had to go all the way back to the other side of the house to get the phone but no that wasn't enough I was asked to go and get my router so had to go back to the other side of the house to get that. struggled to plug the phone or router into a live test socket hanging off my garage wall and the second tech guy decides its an outage in the area as both phone lines and internet by this time are down so books an engineer, telling me that if I don't pay £120 to get a private Broadband engineer out to check my internal wiring I might be asked to pay BT £140 - £178 for the call out I was incensed.
Called out a Broadband specialist costing £120 this was on top of having to rush to a local computer store on the insistence of the first tech guy and spend £75.91 on a router, Ethernet cable and micro filters, the Broadband specialist asked the neighbours if they had any connectivity and they didn't after he had tested the internal wiring.
I called a PC repair guy out as it was suggested by the first Tech guy it may also be my computer, so that cost me a further £50 and all of this time I am losing income from booked in clients on the busiest night of my working week as I need the phone and internet to run my business.
The PC repair guy said he migrated away from Zen Internet as he found them a rip off and completely incompetent and he had had the same problems as me.
I phoned to lodge a complaint and a 3rd tech guy was smarmy and condescending, utterly rude and disrespectful, so I really did lose my temper by this time as he tried to justify the actions of the previous two tech guys, as if I was at fault.
I then demanded that a manager called me on Monday one between 11 am and 12 noon as I started work at 12 noon and at 12.54 pm on the Monday someone called Nick called claiming to be a manager - he was only their supervisor and he was equally obnoxious and unhelpful so I have asked for my complaint to be escalated above him, he refused to reimburse me for the costs I incurred from the Broadband specialist call out and PC repair man call out and only offered to pay for the router claiming that none of the tech guys recommended me calling out a Broadband specialist, but fact is I would never have l thought of doing that as I never knew they even existed until the 2nd tech guy suggested it, so they endlessly back their staff and have zero respect for their customers. The support is diabolical amateur and useless, no 24/7 tech support either yet I pay stupid money for this crap service - £67.67 per month for one phone line with broadband on and one without and no more than 5.85 mbps download speed and 0.84 mbps upload speed, diabolical customer service and they know I am self employed and if I am late paying a bill their Rottweiler in Billing spams me with nasty threatening emails with an insipid tone and they wonder why you lose your cool and tell them that you are far from happy with their service. Threaten to leave them and in a smarmy voice they rudely tell you you will never find as good a deal elsewhere, well I will do this time as I am done with X+Zen Internet they are a disgrace and should be closed down I am far from happy - my advice - steer well clear utter rip off utter rubbish and crap rude unpleasant experience.
- Location
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- Location
- Southend on Sea
- Reviewing
- Zen
- Date
- 2018-06-09
- Comments
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What a waste of time this provider has proven to be.
Alright they phone back when you report a problem but at the end of the day I still have an unreliable connection- Avoid at all costs.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2018-05-29
- Comments
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I came to Zen on the advice of a colleague, and for about two years, they were brilliant. Over the past six months, the connection is dropping every two days - sometimes more often. When I ring their support line, I have to listen to their equivalent of 'have you tried switching it off and on again?'.
Then they go through the big list of 'troubleshooting' that I need to try - most of it designed to kill time so that either the connection comes back up or else the customer gets bored and waits for the connection to come back up.
And then when you complain, the response is 'broadband isn't a guaranteed service'. Is there any other commercial service where we'd accept this cr*p? How about I say that my payments aren't guaranteed? How quickly do you think the service would be cut off?
Utter rubbish.
- Location
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- Location
- Maidenhead
- Reviewing
- Zen
- Date
- 2018-05-13
- Comments
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I've been with Zen for 10+ years. I've never minded paying the premium for their support/service until now. They've turned into a company that just shuts cases even though faults clearly remain in order to hit SLAs and Goals. They pass off as much blame or potential risk to the customer as possible when faults are clearly diagnosed. They'll do whatever they can not to pass off issues to BT Openreach, where I assume they are bonused on passing off as few issues as possible. What was once a great ISP has turned into the new "We're just here to make money." Real shame.
- Location
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- Location
- Huntingdon
- Reviewing
- Zen
- Date
- 2018-04-24
- Comments
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I currently have a problem with the broadband. The engineers at Zen have been brilliant. Not only have they patiently gone through changes with me, but they have even diarised and called me back a few times to see how I am getting on. There are very few companies that will do that IMO.
A bit thank you Zen technical team.
Even the sales team are good
I asked them if I might upgrade to fibre and they said that, rather than take my money, they didn't think that the speed would be significatnly better so recommended that I didn't upgrade. I am not confident that many other broadband sales teams would say that.
- Location
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- Location
- NW5
- Reviewing
- Zen
- Date
- 2018-04-17
- Comments
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We switched to Zen 12 months ago based on (a) their great reputation and (b) faster speeds. Initially we had problems with advertised speed - not as promised. Eventually resolved. Over the last ten days we have lost our internet connection twice (first time three days with a BT Openeach engineer turning up unannounced). Now again yesterday. Each time we are asked to accept liability if it is our fault otherwise they won't investigate / resolve. Obvious from the engineer's visit on Saturday that there is a problem with the exchange. A refund for days lost is irrelevant - it is fact that we cannot use the internet when we need and having to revert to other ways of access ...... not at home. We will be switching. Great customer service does not outweigh getting the problem fixed quickly. No previous issues with Sky.
- Location
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- Location
- Truro
- Reviewing
- Zen
- Date
- 2018-04-08
- Comments
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I switched to Zen in mid February as I was fed up with BT price hike. Since the 2 week cooling off period ended, every weekend we have had constant losses to our connection at peak times. Zen keep saying that there is interference on the line, even though drop outs only happen at weekends. I would not recommend them and will go back to BT next year.
- Location
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- Location
- Southampton
- Reviewing
- Zen
- Date
- 2018-03-22
- Comments
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We have been with Zen for many years and they used to be very good. For the last 12 months the service has been useless and almost unusable.
Speed test today: 1.23 Mbps download, and 0.36 Mbps upload.
- Location
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- Location
- london
- Reviewing
- Zen
- Date
- 2018-03-09
- Comments
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This company was good.....things change.....it takes ages to get through on phone....sometimes the are unhelpful...and the telephone answering system is not always operating....Zen do not answer emails...or in my case they have not
- Location
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- Location
- Manchester
- Reviewing
- Zen
- Date
- 2018-03-07
- Comments
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You don’t get what you pay for.l with Zen I don’t believe.
The old adage that you get what you pay for is just not true any more in my experience.
Zen used to offer superior customer service. And I can’t even figure out if that is true, or had ever been true.
Is it case that Zen started out when everyone else was terrible and they appeared good relative to the rubbish competition at the time?
Whichever it is, they are now so far behind the competition.
I have had excellent experiences with some of the big providers who provide decent routers, fantastic customer service and want to keep your business through good pricing and a professional customer service.
Call Zen today and you are met with arrogant technical support. And you are always met with Zen’s favourite one-liner “have you got another router”.
After 13+ years with them it’s time for me to leave.
If I were to meet anyone considering Zen I’d tell them to save a shed load of money. Cancel your BT line and move to one of the big providers that have fantastic offers that include line rental.
Pound for pound the service of other providers is way above Zen and their supposed superior customer service.
It just isn’t true any more from what have experienced and it’s taken me several years of giving them he benefit of the doubt to final realise it’s them, not me!
- Location
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