204 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- Zen
- Date
- 2016-11-26
- Comments
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I joined Zen about a year a half ago, initially, there were no problems. Download speed a steady 10-12Mbps and Upload always at 1Mbps until last July. Then our speeds dropped below 1Mbps (Averaging about 0.48Mbps), for three months I was going back and forth with Zen.
The only thing I can say is that Zen customer service did keep in regular contact with me (with one major blip when they closed the fault tracker whilst I was abroad for 3 weeks even though my housemate was speaking with them most days!).
Zen was convinced the issue lay with BT so we arranged 7 BT engineers to come out to the house with no improvement or increase in speeds.
After 3 months of this, I finally decided to bite the bullet and move to another provider, lo and behold day 1 on the new provider (Download - 11Mbps, Upload 1Mbps).
I still don't know what the issue was but as both Zen and my new provider run on the BT Wholesale network and all I needed to do to change was to update the username and password on the router, I do think Zen were at fault.
- Location
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- Location
- Billericay
- Reviewing
- Zen
- Date
- 2016-11-01
- Comments
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Left talktalk and went with zen cause they were ment to be good been with them less then half a year and they hub keep going ask for a better hub due to this type keep going roung and told I have to buy a better one it a joke I pay £50 a month for this crap going BT when my year contact end
- Location
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- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2016-10-06
- Comments
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Terrible - originally they were great but now I think they must have been taken over because they are now just as appalling as all the rest. Customer service is the usual press this for that and then you are transferred to countless people where you have to repeat your name address multiple times.
- Location
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- Location
- Southampton
- Reviewing
- Zen
- Date
- 2016-09-21
- Comments
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A truly terrible experience so far migrating from Sky. My Sky broadband was cut off last Thursday without any warning. Zen was meant to connect me last Monday. They didn't 'because of the recent bad weather.' They told me I'd be connected today. I haven't been. I need an internet connection as I work remotely. This is seriously poor service.
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2016-08-23
- Comments
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I chose Zen because so many reviews had been complimentary about their reliability and customer service, both far more important to me than the speed of the broadband itself. I live in a basement flat without 3G/4G and urgently need internet access for work reasons.
I ordered a broadband package from them 3 weeks ago, and was advised that my broadband would be active in 2-3 weeks, a long time but having never been with Zen before I felt it fair to give them a chance. It has actually taken them that long to tell me that it won't be active for another 2-3 weeks. If they had warned me at the time of my order I doubtless could have gone elsewhere and would already have broadband by now. Despite £139(!) in activation fees, almost six weeks to actually activate a broadband service is ludicrous (especially as I am only living in London for six months, 25% of which will have elapsed by the time Zen actually get around to fulfilling my broadband order!).
Zen have acknowledged my complaint but neither brought forward the activation date nor offered me any kind of reduction.
Whatever experiences others might have had of Zen, mine has been horrendous. I absolutely do not recommend Zen to anyone. I can't speak to how fast the actual broadband is, but even if it's lightning fast it won't alter my opinion of Zen one bit.
Having been with BT, Virgin and others over the years I remain astonished that it is so difficult to find an honest, dependable broadband provider in the UK. As always, it's all about getting you to sign up by dangling empty promises in front of you.
- Location
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- Location
- Scarborough
- Reviewing
- Zen
- Date
- 2016-07-03
- Comments
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THE best telecoms company I have ever used! Customer service is excellent ... you get through to somebody straight away; a person that you can understand and who gives you their full name, not a made up one they can hide behind when things go wrong! If BT, SKY, Plusnet etc cared at all about their customers they would do copy what ZEN do.
- Location
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- Location
- Ruislip
- Reviewing
- Zen
- Date
- 2016-05-15
- Comments
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My internet service provided by Zen has been unsatisfactory for over a year. Very slow during the week and unusable for long periods at the weekend when traffic is presumably high for domestic users. At the same time I have been able to use the BT internet service (copper wires) provided by my wife's company using a router which is positioned in our house just a couple of feet from the Zen router. Last year I spent about 7 hours on the phone to Zen tech support when their service (but not the BT service) stopped working completely. One day this problem mysteriously disappeared and they never bothered to explain to me what the problem was but I am sure it was at their end as the problem eventually got resolved without me trying anything new. As a last attempt to solve the ongoing slow internet problem I bought a new top of the range Zyxel router and upgraded to their fibre service. This has made no difference, the service in the week is no where near the speed I have been quoted (it is normally around 5.5mbps) and it has again become unusable at the weekend I am having to use my wife's BT service to make this entry. I only use the internet for email and visiting web sites and occasional downloads of documents but the service is not fast enough even to support this. Finally, after over a year of problems, Zen offered to carry out some diagnostic tests on the BT line they use and were quick to point point out that I may have to pay for this in some circumstances. Some way to treat a customer of 10 years standing who has received a lousy service from ZEN, including unsatisfactory internet for over a year. My impression is that this company is going downhill and although they do employ polite technical assistants to help customers, they lack the drive and motivation and perhaps expertise to sort out problems experienced by customers.
- Location
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- Location
- Kent
- Reviewing
- Zen
- Date
- 2016-04-30
- Comments
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I've been with Zen for quite a while and have experience both traditional broadband and FTTC including an upgrade. I've never had a problem with their service and on the odd occasion when the "internet" has gone down they have always helped me to locate the problem, which is invariably at my end. Would not hesitate to recommend them.
- Location
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- Location
- Pevensey
- Reviewing
- Zen
- Date
- 2016-02-15
- Comments
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I moved to Zen from Talk Talk two weeks ago & am very satisfied. I moved with an existing fault which Talk Talk had failed to fix & Zen immediately got it sorted (it was a line fault & Talk Talk do everything possible to avoid involving Openreach, whereas Zen had Openreach onto it immediately). Zen's customer service is very impressive with technical problems being dealt with by people who listen & make an informed judgement on how to proceed. Migration was simple - just switched the new router on & within a couple of minutes I was up & running. Nothing bad to say about Zen at all.
- Location
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- Location
- Essex
- Reviewing
- Zen
- Date
- 2016-01-06
- Comments
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Signed up for Broadband on the 16th Dec. 2015 The service was never activated, waited until 6th Jan 2016 and then closed my account.
Stay well clear of this company.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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