Zen Internet Anmeldelser 16.896

Any query I've had has been answered immediately and explained properly.

Always brilliant, always human, thank you for sorting out the technical issue!

Myhra Bux:
Legend...
No time at all to sort a new direct debit, pay a late invoice and see if my old domain was still active. Sodding love this company. Was so flippin easy

I have been a customer for more than ten years and always been more than happy with the service I have received.
I also recommended a number of friends who all said that the quality of the service exceeds all their previous internet providers.

Great company to work with no loss of internet speed at peak times very good helpline always willing to listen & fix any problems couldn’t recommend them highly enough

It was my first time switch from one cityfibre ISP to another one. As the previous ISP cocked-up the router, I was worried that the Zen box wouldn't work. I spoke to Matt G on numerous occasions who reassured me how the routers work.

Dealing with Matt G was a pleasure. He replied to emails quickly, organised call backs and then stuck to the time (although once was 5mins late and apologied profusely). Compared to my previous ISP who three times I booked call back and they never did.

The transition was seamless, I hardly had to do anything, Matt completed everything and was there should I need him.

Box plugged in, all done within 5 mins.

Seriously, everything was flawless, all strongly underpinned by exceptional customer service.

The only thing that went wrong was with DPD who made no warning about the day they were going to deliver the router, then failed to honour the change of delivery options on the day - instead sending my parcel to a collection point about 5 miles away! This isn't the first time DPD have done this, but this is nothing to do with Zen.

Technical service has been excellent from the outset. I recently had cause to contact customer service with questions about my contract and possible future changes. The individual I spoke to was professional, knowledgeable, informative and personable. Email follow-up was prompt, as promised, and a second telephone conversation with the same named person allowed me to make a decision. Overall, excellent communication.

Zen (jpm) were a perfectly adequate broadband provider until I decided to SWITCH to a better deal.

In December 2025 I noticed that ‘3’ were offering broadband at £21 per month compared to Zen’s £36 per month ! Not only that but they offer to refund your final bill if you are still in contract, which I was.

I had tried to switch from Zen before when attempting to join Community Fibre which is beneficial I’ll for the community and environment.

Zen refused to give me any discount form a remaining 18 months after taking out a standard 24 month contract.
Earth broadband offer to pant a number of trees if you join them, as a gardener I liked the sound of this.
Anyway they wouldn’t budge so I had to stay.
I contacted Zen to establish my final bill which came to £145.16. I duly paid this and waited for my refund from ‘3’ who took over my services on December 31st.
It takes 90 days before the refund occurs, the customer service person; Seth, was super confident that this was all very easy. He gave me full details of info I should send to ‘3’ and when I should provide these details which is 1 month after the switch, in this case; February 4 th.

I sent my final bill but kept receiving what looked like Ai generated responses, asking me for the same information, then adding one more detail, such as my ‘3’ account number. The emails continued through February and March. They kept asking me for my final bill. I began to worry that this might be used for data collation or other fraudulent activities. I telephoned customer services two or three times yet they merely repeat the email requests. This SWITCH process is not without complications. Emails go directly to a switch broadband @3 etc etc… which means that the phone people cannot receive your emails. Hence the whole process goes round and round again, endlessly orbiting like lost Amazon junk in cyberspace.

Finally, after a protracted semi orbital conversation, a kindly telephonist spotted the impediment.

Zen had sent my final bill using my first and hereditarially charged middle name !!!! But not my surname!!,,,

Hence complete system failure, expletives diluted !!!

Thanks Zen you total ..,l,.,£’dmjdcmdwk£jdnnwmlx.
P.s. Refund is scheduled for a further 30 days due to compliance & miscombobulatary demands 😊🙏😌

Update. After spending hours on the phone with ‘3’ yesterday and finally providing all of the required switch information ; ‘3’ account number , Zen account number !!!! My name, my name as it appears on my final bill ! Another copy of my final bill !! I receive an email from ‘3’ saying I cannot be refunded as I am now past the 90 day stipulation . Duh, well yes, it’s taken 90 days to get through to an employee who knew the info required!!!
Switching is meant to be a consumer right, not a corporation method in data extraction !!!!
Thankfully Zen have apologised and now it’s their turn to look in. 🤢👂🧐

I have been with Zen for a few years now never had a problem. And when I have needed to call them they have always been there. Overall very very good services..

Was up and running as soon as connected and is proving fast and reliable.

Service is fast & reliable
Only ever contacted support twice in years being with them - helpful & speedy to resolve

Only minor issue is increased price this year on renewal

Have had trouble free service since joining last year. Have six more months of contract and will be staying further in new contract

Great service from the telephone team. Efficient, tidy installation.

I'm not to worried about the speeds we have, but my son assures me that its awesomely fast for his gaming.

Hub doesn’t seem as powerful as my BT hub so I had to get an expander which adds to the monthly cost and reduced the benefit . Tried to get full fibre but Openreach came twice and couldn’t find way to get it into my property, they didn’t try v hard . Customer service seems good .

Recently upgraded to full fibre broadband.
It wasn't Zen's fault I had to wait to long for the service to become available but when it did Zen moved fast and got me connected up really quickly using BT Openreach as a subcontractor.
Just minutes aftet the new ONT was installed the service was fully available and has been reliable since.

Painless transfer from BT Internet and no issues so far what so ever.

Excellent service and really helpful uk based customer services and technical help.

Smooth transition. No problem connecting. Better reception than before. Highly recommend.

Fantastic Internet and super fast. Best customer service team. Would highly recommend Zen.