Zen Internet Anmeldelser 16.896

Another Internet company that makes signing up an online straightforward experience. Trying to cancel is completely the opposite. Contacted my customer service representative about moving house as the new house is on copper on the 30th March no replies to 3 emails. So far another 3 emails sent to the cancellation department and now 2 hours wasted in the live chat. Another representative just hung up on me for no reason. Offcom really need to make it a law that it’s as straightforward to cancel as it is to sign up. I’ve updated this as Gavin C managed to sort everything out for me.

I have been with Zen for 8+ years. They cost more, but you generally get what you pay for and my experience had been exactly that. If you had a problem you could speak to a knowledgeable operative in a timely manner.
NOT THE CASE anymore, as I see on recent reviews.
My experience is now the complete opposite and I will be moving to a new provider who perhaps provides a questionable support facility, BUT A LOWER COST.
Zen has gone the same way as other small companies, they have grown and forgotten their core service.
Today I am without internet or landline, NOT the fault of Zen, but a third party operative laying fibre in the road outside my property. They have damaged the line that feeds my property and neighbour. This was made known to me by no internet and being spoken to by the operative.
I have contacted Zen after a very difficult experience online and then by mobile phone. Then being cut off and despite them saying they would call me back, they didn't.
The saga continues by email with Zen requesting photographs!
Clearly I'm not entering the outside underground inspection pit to photograph the damage they have caused.
So I'm left with no service and no sign of any action to rectify.
So I will complain and terminate my service with them.
YES ZEN USED TO BE SUPERB AND I would have recommended them in a heart beat.
Now absolutely not.

UPDATE 11th April
If Zen spent as much effort on doing their job properly, as they do replying with these hollow insulting apologies, they would give an appropriate level of service that wouldn't generate bad reviews or complaints.
Clearly as a business model you have lost your way and in my experience this is usually unrecoverable. There are just too many bad experiences appearing to think otherwise. It's sad because you used to be head and shoulders above ALL the other providers. You clearly no longer are and no amount of apologising will change that. So I like many others I will vote with my feet.
As to your atrocious performance in both lack of communication and inaction, you should hang your heads in shame!!
As my neighbour was also affected, luckily he was with a provider that cared about it's customer and Open Reach were contacted and attended on the late evening of the 10th and repaired the damage. Not rocket science, just a good provider giving the customer service expected! I used to be happy paying a premium monthly amount because the level of support was exemplary. That no longer applies and will take my custom elsewhere.

UPDATE MONDAY 11th APRIL
STILL NO CONTACT!!
Despite Zen's apologetic reply to this review.

We have been with Zen for over 10 years now. Always reliable service and helpful capable technical assistance if/when required.

Don't hesitate, join Zen, they are by far the best Inernet providers I have used in 30 years.

Matthew was very clear, direct and informative about the Zen joining process and the options around it. Extremely helpful and he left me his direct contact details - something pretty unusual these day

After innumerable problems with TalkTalk, I changed to Zen Internet more than a year ago. Service has since continued flawless.

I was interested in switching to them because of the static IP addres for residential customers, called the sales team and asked if they could confirm if their service included a certain technical detail.

The sales rep didn't understand, so instead of directing me to a team that could answer the question, she quickly dismissed me and told they "don't offer that". It was only when I insisted that she said the technical team would call me later to answer. I ended up picking other provider. If they're utterly uninterested in a sale, I can only imagine how customer support would be.

I sent an email regarding a couple of queries last Friday (3 April), got an automatic reply back to say they'd get back within 3 working days but have still heard nothing. Case 06002379. Not great customer service.

This isn't a single day experience but several years.
If you want reliability - Choose ZEN
If you want ownership - Choose ZEN
If you want customer service - Choose ZEN (or Octopus for other utilities)

Maybe the customer service is so good because they don't often have a problem, maybe it's because they train their front line staff to be like airport drug detection dogs - friendly, well trained & persistent.

Don't care,
N.B. phenomenal speeds too.

Rubish support after 10 years supply of our internet and web support apparently they cancelled our extenders so no TV
we had not made any changes to our banking so the usual rubbish administration
Avoid

Came on time and great speed

Zen have lost their way
Zen informed me that they were going to migrate my phone to VOIP and all would be smooth and seamless, far from it.On the day of the changeover I received an email saying "Great news, your upgrade is now complete." there is nothing further you need to do., NOT, no phone line at all, telephoned customer services via my mobile and after a VERY long wait I got an technical advisor who could not fix it but was told it might be Openreach not completing the number porting and to wait. I waited to the next day same thing no phone, another VERY LONG wait to get through to customer services
(presumably all tied up with the same problem),not much help this time either, too cut a long story short researched how to set up VOIP settings on a Fritzbox from the internet, got the setting emailed to me from Zen and solved the problem myself.
Worse was yet to come, to add insult to injury I get an email telling my I have got an outstanding invoice to pay.on checking the invoice is for 0.41p BUT ZEN it is up to you to bill me correctly I have a variable direct debit, I have been with you over 20years ALWAYS PAID ON TIME.
As a member of WHICH magazine I shall NOT be voting you very highly after this.
Do not bother to reply with platitudes about how sorry you are to hear this etc etc etc.

I chose Zen as the No 1 recommended ISP by Which and the fact that they are based locally. I am a new customer for broadband and digital voice. Unlike my previous ISP (Virgin)Zen have been superb from initial contact to operation. They unpicked a failure of Virgin to port my landline number and kept me fully informed. The Zen supplied Fritz Box 7530 AX and Fritz Repeater 3000 AX (which I purchased separately) work seamlessly as a Mesh network and I enjoy Wi-Fi speeds of over 600mbps + throughout my home. The Fritz user interface is like having your own network management system, so you can readily see everything that is connected. Digital voice is crystal clear. Thank you Zen!

A great way to save money and get a better and faster service. I was driven to make the change after years of having to negotiate new rates with my previous supplier as contracts came to an end. I am so pleased to have discovered a company that treats customers with respect and fairness.

Great and quick response today from Elizabeth, really helpful.

Online sign up form was very clear and straightfoward. Installation by an Openreach contractor was carried out in under 2 hours. Communication with Zen internet was excellent throughout and the transfer of the landline number went smoothly. Overall very pleased with the service from Zen Internet.

Had some trouble at start of service due to their installation contractor which was rectified. For last 17 months service has not missed a beat to be fare. Sent two emails regarding renewal price and had no response. Tried phoning a number of times over last week but not able to get through. Was eventually able to get through today after 10 mins but was told they can't come close to the price of another provider. Not responding to emails & long call queues.....standards not what they were!

Hiked my broadband costs for a lower speed contract in excess of the cost of the 900Mbps service. I tried to phone them, but nobody was available; I then emailed expressing my dissatisfaction with the price increase (> 10%) - I've been a customer for 12 years and really hadn't expected them to pull that stunt.

After a week, I had no response (yes, it was a bank holiday weekend - but even with the ridiculous "3 working day" response time it should have been dealt with). So I sent a follow-up email pointing out what I thought of the lack of response and informing them I would be going elsewhere. I've still had no response to either beyond an auto acknowledgement.

Used to be very good on both customer service and technical support - but the customer service has seemingly disappeared. I'll now be paying half what I was having signed up with another ISP.

Could be better but good enough for our requirements

they do everything we want at a very reasonable price. Also Zen's customer service is excellent