204 Customer Reviews over 21 pages
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- Location
- The Chilterns
- Reviewing
- Zen
- Date
- 2022-12-02
- Comments
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Had to give each rating of one star, pity there isn't a zero. Their customer service is online, machines can't help you only annoy the heck out of you. I wish I'd never got involved with them. They just couldn't care less. Buyer be very very aware.
- Location
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- Location
- Lytham St Annes
- Reviewing
- Zen
- Date
- 2022-11-18
- Comments
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I have been a customer of Zen for 15 years at my previous address and was reasonably satisfied with their service and prepared to pay their premium charges. Two months ago I moved house and upgraded to Full Fibre Broadband and Digital Voice and it has been a total nightmare ever since. Delays in getting the service installed and digital voice service not ordered until after the full fibre had been installed so I was without a home phone for weeks . The digital voice didn't work properly for a couple of weeks after installation. Every time I ring Zen with a problem I am told a different tale. Sometimes I speak to someone who knows what they are doing but others seem to be making it up as they go along. Endless problems trying to log in to my customer portal (account) and keep getting locked out though I know I have entered correct username and password so have to keep resetting a new password. Also having problems with accounts department trying to overcharge me and they do not bother to reply to my emails.
I am BITTERLY sorry I remained loyal to Zen, what a useless shower of a company. I am tied in for 18 months with them but they won't see me for dust once my contract is up
- Location
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- Location
- Milton Keynes
- Reviewing
- Zen
- Date
- 2022-10-24
- Comments
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Putting in my postcode on the Zen website showed that I could receive fibre Internet. Waited a week for the installation date then waited in for a day just for the engineer to say that they couldn't provide fibre after all. Very irritating- they need to check their systems so they are not promising service they can't provide. Customer service also couldn't give me any update on the day because the engineer hadn't submitted their notes, so it was only a few days later after I had chased them multiple times that Zen could tell me what the problem was and what they would do. They advised me they would have to cancel my order and give me a refund, but said I would only get my refund once they collected the equipment- fine in principle. But THREE TIMES I have waited in all day for their courier, only for them not to show up. They still refuse to refund me until they have the equipment, despite it being entirely their fault that they didn't have it weeks ago. I have never been so p*ssed off with a service provider in my life. Booked with BT the next day for cheaper and had Internet within a week. Still don't have my refund from Zen a month later. Avoid if possible, just not worth this hassle.
- Location
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- Location
- Derby
- Reviewing
- Zen
- Date
- 2022-08-30
- Comments
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As a new customer I was excited to try Zen. I signed the contract and then everything went wrong. Firstly router was sent to the wrong address and then on installation day they decided to not install it due to various reasons. I was COVID positive so I did explain 3 days before installation that my landlord and neighbor would facilitate the day and I'd not be going to the new flat (I remained at my current property whilst they were at my new place to help with the install which did not go ahead). I rang the engineer on the day (lanlord gave me his number) and he said he'd get back to me in 15 mins to let me know what's happening.. by end of the day I heard nothing, they just left and did not install it. A wasted day. My lanlord had a funeral that day and still tried to help me get it sorted by being there and it did not happen. I complained and their excuses ranged from COVID to me not signing a form (apparently I had signed so that wasn't the issue and COVID wise I wasn't there, my neighbor and lanlord were). Fast forward to today the new plan was for the install to happen and I'd be there (they gave a 8 - 1pm time slot). They turned up at 5.30pm no apologies no updates after they were late, nothing. I'm absolutely appalled. When I rang them up at 1.30pm they said give it until 6pm even though the time they gave was 8 - 1. I wasted an entire day waiting for them to arrive. I don't understand why the engineers can't ring you to say they won't make it until later on I'd have been okay with that, I could have gone home and done something with my day but heard nothing. I know it's not Zens fault but the engineers install your internet they should also communicate to the customers. The worst thing is if I wasn't there it would be a £90 fine but for them it's okay to not stick to their appointment times.
- Location
-
- Location
- Manchester
- Reviewing
- Zen
- Date
- 2022-08-06
- Comments
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this is my 12th day without broadband, and I just can’t get Zen deal with it. I realise they’re in the hands of Openreach, but Zen’s customer support is awful. You can’t get through on the phone, and when you do they can’t do anything to help. Zen are definitely now nothing like the company they once were when I first joined.
- Location
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- Location
- Dorset
- Reviewing
- Zen
- Date
- 2022-07-23
- Comments
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Used to be good but are becoming unreliable and broadband has slowed. Never been able to fix my broadband properly as after all it's just open reach and not zen, and zen support seems to have failed. I'm gone.
- Location
-
- Location
- Kent
- Reviewing
- Zen
- Date
- 2022-06-24
- Comments
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Upgraded to full fibre 300 5 weeks ago from copper cable thinking finally moving into the 21st century. Since then we had 1 outage that lasted 9 days and now we’re in an outage that is going to last at minimum 2 days but will most probably be more… have spent a total of probably 8 hours on hold waiting to speak to Zen and then once through there are promises of call backs which never happen, flat out lies from customer service representatives who assure/promise me a faults manager will call me back only to find out 3 hours later when I call back that no request was ever made and then to top it off there is no detailed information as to the fault except that an engineer will be dealing with it tomorrow 24 hours after it was discovered… the last bit is a bit of a surprise as the information from another provider as that it would be fixed at 4:56pm the day of the fault which seems improbable/impossible seeing as the engineer wasn’t even going to deal with it until the following day… what a truly crap service…
- Location
-
- Location
- Guildford
- Reviewing
- Zen
- Date
- 2022-06-21
- Comments
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I had using Zen for 4 months and I have to move my apartment due unexpected problem (Issue with landlord). I trying to move with zen but zen have to charge me for 1 year cancelling fee!!!
No to mention the zen is slow. I could get faster in this price!
How Zen is recommended by Which?
My recommendation is to not use Zen. Avoid them
- Location
-
- Location
- Grays
- Reviewing
- Zen
- Date
- 2022-05-22
- Comments
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Arranged with Zen to move to full fibre. Engineer was supposed to turn up in the morning but no show. Telephoned Zen to be told it was not their fault but Open reach. The women failed to accept it was Zen’s responsibility to manage its suppliers. My wife took to twitter and a more competent and customer focused person arranged for an engineer to attend in the afternoon. After the installation we had no internet. Contacted Zen to be fobbed off with “it could take until midnight”. Next morning still no internet. My wife cOntacted Zen yet again and spent over ninety minutes on the phone before the issue was resolved. One good employee does not cancel two poor, useless ones. Zen needs to clear out the rot asap. If we had encountered the bad ones when we were renewing we would not stayed with them. We still have no VOIP as this has not yet been processed.
- Location
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- Location
- Farnham, Bishops Stortford Herts
- Reviewing
- Zen
- Date
- 2022-05-19
- Comments
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We needed to move our incoming line and the necessary rewiring. From start to finish everything was efficient, friendly and reassuring. Everything on time and to time.
Great job all round - what I have come to expect from Zen - it’s not surprising the company tops just about every review and comparison. I am totally mystified when I read some of the negative comments.
Please feel free to use my comments as you wish.
- Location
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