Zen Internet Anmeldelser 16.896

The price is very reasonable and the company staff very helpful. Our internet have worked consistently. The only downside relative to BT is that you cannot get call blocking on the landline. We have have Zen internet now for over a year.

Too many outages since they using openreach. Openreach are probably among the most inefficient and rude organisation there is.

A consistently good service, good after care when needed.

I have been a customer for a long time and have always been impressed with the customer service which has been knowledgeable, friendly, and sometimes above the call of duty !

I just completed the online form to move both broadband and landline number over to Zen from my previous provider, set up the Direct Debit, and paid the initial invoice, and everything else just haxppened!
They kept me informed about when each migration was going to happen, sent the new router on time, provided clear information online on how to configure the router on the day of the migrations, and everything worked without a hitch!

,Installation was a long arduous process, primarily because of complexities with BT Openreach. Blank spots remain in the house.
It would be good to have follow up progress calls for new customers.

Zen Internet is the best internet provider that I have ever used . The service they are providing in my opinion is second to none and I have been with B.T and Sky, who every year in April hike there prices up, whereas Zen don't do that, the price you are quoted at the start contract stays at that price . There's a reason why Zen keep wining the Which recommended provider and that because they are blood good at it. Do yourselves a favour give them a try. I highly recommend them

Great service, easy to order. Prompt router delivery. Excellent customer service. Great connection, even on super fast!

I have been a Zen customer for a couple of years now and have had a good experience with any issues but the speed and connection can be a bit sluggish at times.

There is just no comparison i was paying more and getting a quarter of the speed plus im saving 6 pounds a month now just wished I'd found zen sooner.

Zen are fab, real people that listen, thank you Zen!

Change of provider from TalkTalk 70mbps and copper landline to VOIP was painless. Changeover happened on the day it was planned, router arrived few days before. VOIP service went live during the day. Very happy. 500mbps speeds stable and static IP included.

Excellent customer service. Did what they said they would do. I had a bit of trouble setting up the new router but when I rang for help I was treated really well and not talked down to.

The service is working fine.

After struggling to get through to customer service for hours, I finally managed to speak to someone after being on hold for 4 hours.( I was on queue at live chat for 2 days, no agent replied). They ran a few checks and then told me the issue that I'm not getting strong speed 800mbs is the router (Fritzbox) they provided, and that I should buy my own from Amazon if I want better coverage.
I was also told the reason the WiFi doesn’t reach other rooms is because of “thick walls and bricks”, which is simply not true. My house has standard stud walls with plasterboard, and I tried explaining that, but it felt like the advisor had already made up their mind and wasn’t interested in listening.
It’s frustrating to be told to spend more money to fix a problem with a service I’m already paying £39 a month for. This isn’t what was promised when I signed up.
Zen sells one thing, then when it doesn’t work properly, the solution is basically “buy your own equipment.”
I never had these issues with talktalk, should have stayed with them, my own fault.
Complaint - 06041738
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Never had any issues whatsoever with Zen. The static IPv4 and Static IPv6 addresses included are better than the competition

PLEASE AVOID.

I switched from TalkTalk thinking I’d get better customer service, but it’s actually been worse.
I’m paying £39 a month for Zen 900 for 18 months contract and the internet only really works in the room where the router is. As soon as you move away from it, the speed drops massively, and there’s basically no connection upstairs at all. Not what you expect from a “900” service.
The customer service has been the most frustrating part. When there’s an issue, it’s almost impossible to get through to anyone. I’ve been on hold for hours with no answer at all. One time I left the phone on for around 4 hours just listening to music and never spoke to anyone. Live chat is even worse. I joined the queue and it just never connected me to an agent.
Right now I honestly don’t know how you’re supposed to contact them when something goes wrong. I’m paying for a service that doesn’t properly work in my house and there’s no real support when you need help.
Very disappointing experience and I'm stuck with them for 18 months now.

I have used Zen for years and have recommended them not least for excellent customer service. Over the past few days I have tried phoning, emailing and 'live chat' with no response. Curiously, the 'live chat' would not work on Safari but did with Chrome. No response, though. Worryingly there seems to be a statement from the Openreach spokesperson [talking to Zen on their video clip] that they will make it 'uncomfortable' for those who resist the switch to copper. None of the above bodes well. This post will doubtless provoke a fairly predictable answer saying that they have let me down and will try harder etc etc. Will I receive a meaningful explanation? I doubt it. I switched to Zen as a result of "Which" so I think I'll send them my experiences and see what they think.

The broadband itself is excellent, but they make account management a nightmare. Zen emailed me to say that a full fibre upgrade was now available. I logged into my online Zen account, and I followed the link to upgrade, which took me to their generic website for new customer sign-ups. I followed the steps and, after having selected the product I wanted, I was given an option to log in, even though I was already logged in, but it refused my credentials. This was a Saturday, so their customer support and sales phone lines were closed, but I work the same hours as their phone lines are active, so I emailed them. Four working days later I still don't have a reply, but the automated acknowledgement of my email had a link to download their account management mobile app; the link is broken. I searched for app in Google Play Store, installed it, tried to log in, and the app doesn't actually work. It's as if they don't want me to give them more money! I had similar problems around 6 months ago when I was trying to renew my contract. It's 2026; renewing and upgrading should be as simple as a few clicks online. If I wasn't so pleased with the actual broadband product then I'd definitely be looking for an alternative provider at this point. I struggle to understand why Which? recommends Zen.

I moved to Zen when Virgin, from whom I'd had good but anonymous service, raised their prices. Initially I was dissatisfied as my wifi dropped badly and I gave them a poor review. After I had spoken and got some help from their tech department , I was approached by Rob Williams who dealt patiently and thoroughly with my difficulties. He supplied me with a booster
and talked me through its installation. The service is now much improved.