Zen Broadband Buyers Guide

Multi-award winning broadband with outstanding reliability and support

  • Award-winning customer service, based in the UK
  • Ultrafast speeds up to 300Mb available in some areas
  • Standalone broadband available
  • Rated the most reliable of all suppliers on Broadband.co.uk

01706 902 950   Go to site

Zen Unlimited Broadband with Line Rental
£28.00 per month
12 month contract

£19.99 upfront cost

  • AC-rated Wireless Router
  • Truly unlimited usage
  • N-rated Wireless Router
  • Static IP address
  • UK-based technical support
  • Top rated for reliability and service
  • Only pay for the calls you use
  • 12 month contract

01706 902 950   Buy now

Zen Unlimited Fibre 1 with Line Rental
£29.99 per month
12 month contract

£19.99 upfront cost

  • AC-rated Wireless Router
  • 35Mb average download speed
  • 6Mb average upload speed!
  • Truly unlimited usage
  • Only pay for the calls you use
  • 12 month contract

01706 902 950   Buy now

Zen Unlimited Fibre 2 with Line Rental
£34.99 per month
12 month contract

£19.99 upfront cost

  • AC-rated Wireless Router
  • 66Mb average download speed
  • 17Mb average upload speed!
  • Truly unlimited usage
  • Static IP address
  • UK-based technical support
  • Zen line rental and calls
  • 12 month contract

01706 902 950   Buy now

Reasons to choose

  • Reliable - Zen rank highly for customer reliability and customer satisfaction
  • Excellent support - the UK-based tech support is award-winning
  • Ultrafast broadband available - in select areas you can get a service with speeds up to 300Mb
  • Short contracts on standard broadband - if you only need a basic internet service you can sign up for the 10Mb package on a one month rolling contract
  • Lifetime fixed price guarantee - no price rises for as long as you stay with Zen
  • Deals without a phone line are available if you'd rather get it from a different provider
  • Static IP address included as standard

Downsides

  • No short contracts on fibre - 12 months is the minimum period on all faster deals
  • No bundles - you can't add a calls package, TV or mobile with your broadband
  • No online signup - you can only sign up to some of the ultrafast plans by phone, which doesn't suit everyone
  • Premium service - Zen put performance and user experience ahead of competitive pricing

Features at a glance

  • Speeds range from 10Mb on Unlimited Broadband, up to an average of 300Mb on Unlimited Fibre 4

  • 1 month contracts on ADSL, 12 month on fibre

  • Download allowances truly unlimited on all packages

  • Set up fees are £19.99 for super fast fibre packages, or £55 for ultrafast fibre (plus £48 for new connections)

  • UK based customer and technical support

  • Free FRITZ!Box 7530 router worth £130 on all contracts of 12 months or more

  • Only pay for the calls you use with basic line rental, or opt for an Anytime package

  • Zen Broadband have published a Traffic Management Policy

4.4 stars
  satisfaction rating based on 270 customer ratings since 2019-05-27. See more Zen customer ratings and reviews.

Details last checked on 2020-05-12

Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Zen.

Customer Ratings Summary

  • Satisfaction
    4.4 stars
  • Customer Service
    4.5 stars
  • Speed
    4 stars
  • Reliability
    4.3 stars

Based on 270 customer ratings since 2019-05-27

Show all time ratings

Add your own review of Zen

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
Have been with Zen for well over 10 years now and have never had a problem, their service is faultless.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Barnsley Zen  
We run a very small charity that rehomes ex racing greyhounds. We took over the shop that supports the kennels last Oct 2019. Zen had already been installed in the shop by the previous trustees of the charity. We decided we could no longer afford internet and contacted Zen. They said as we were tied into them till March 2021 we could not leave the contract. So we lived with it. Now due to Corona Virus we have had to close the shop and therefore loose our income. Again I spoke to Zen and asked for a payment Holliday. Again I was told no. I asked, what would happen if we defaulted on our payments ( we don't have enough in the bank to pay for kennel fees and food after march) I was told they would pursue us through the court's. **** you, Zen
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Moffat Zen  
Not massively pleased with customer care from zen. Been without internet at home for a month, so was excited about my activation date for zen was last Tuesday. Been ringing them everyday since then, been told I’d be called back a few times for updates and only been phoned back once.

They offered to top up my data so I’m not cut off last week, this week different story and won’t be offering to top up my data as the top up was for me to use for emergencies and will only do £20 a month for customers.

I lost my job 2 weeks ago due to corona virus and am unable to work from home (I have been offered work but unable to accept due to having no internet at home) I have online gaming subscriptions and streaming services which I am now paying for and unable to use.

Why do zen not offer dongles or to make sure customers have adequate data to last. Would have been good for zen to offer to pay for a unlimited data top up for the month last week (it’s only £5 on top of the most they said they could stretch to) they have literally no idea when I will be activated as it is with openreach to fix, but they refused. Not a happy customer at the minute, if I had been granted the unlimited top up for my phone I would not be ranting now.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Manchester Zen  
Best ISP out there!

Constantly hearing reports of BT outages on the estate - Zen has never once failed.
Customer support is second to none - don't waste your time looking around, Zen are THE dudes!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Milton Keynes Zen  
I have switched to Zen from TalkTalk nearly a year ago and I'm really glad I did!!! What a difference. Beaing with TalkTalk for a few years I had to reset my modem few times a week. Finally I had to replace their SuperRouter with my Netgear to prevent resetting every few days. With Zen's Fritz Box I didn't have to reset my router at all since I moved to Zen. Speed is concistent, no reason to fault it at all. I wouldn't move to other provider unless there is a someone else offering faster FTTP broadband to my location. Thank you Zen.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Consett Zen  
Very happy with Zen. Previously with BT and Plusnet. Plusnet was unreliable but Zen has been rock solid, fast, and the router has more features and better range than my BT smart hub 1. Also Zen promise no price increases.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Zen  
I called Sales on Saturday 08 Feb (@ 16:20), to discuss coming over to them from BT. Live chat wasn't available.
I was on hold for 15 mins before I hung up.
Hello Zen, this is the Sales line, a customer's first contact. Wake up! I can't even sign up with them, even if I wanted to, as no one answers the phone.
Shame really, as they had generally good reviews.
(Really, all your agents are busy on other calls on late Saturday afternoon at 16:20, when you close at 17:00? c'mon! There was no one there!)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Chichester Zen  
Unreliable company who take no responsibility for their own failures. Signed up to internet on the 21st with an agreed upon start date of 28th. Come the 28th no internet and an appointment booked for the 30th. Come the 30th no internet and another appointment booked for the 3rd with someone needing to be home (despite the fact we can’t work from home because no internet). Continually blaming others and delaying. Been over two weeks without internet. Stay away from this company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Zen  
I have been with Zen 12 years as they always amswer the phone and help me with any issues unlike the other companies who usually make you sit for hours on an answering machine, Cannot rate highly enough !
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
HIGH PEAK Zen  
Mixed experiences would be as generous as I can be. The broadband speed I’ve enjoyed varies day-to-day from highs of close to 100Mb to, this evening, 2Mb. Have been on package since 2017, the cost of which to new customers is £9 per month less, yet my tariff has not been reduced, a clear contradiction of the spirit - and the letter - of Zen’s price promise. Very disappointing service from a provider that, for the first few months of the relationship, I couldn’t fault.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London Zen  

Loading...

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.

The best broadband for older people

The best broadband for older users

Posted on 2020-05-12 16:56 in Features EE Sky BT Zen

For lots of us, the internet is a major source of entertainment, or a tool that enables us to work from home. For millions of older people it's a lifeline, the main way to keep in touch with the family, and interact with the outside world at a time when this is otherwise not possible. A good broadband service is vital.

So whether you're shopping for yourself, or seeking out broadband for an elderly parent, what are the priorities you need to look out for?

Reliability and support

We're all a lot more reliant on online shopping at the moment, especially snagging those all too scarce supermarket delivery slots. For a lot of older people renewing prescriptions, managing state pensions, paying the TV license, and lots of other things are important online activities, too.

For this reason, reliability is perhaps the most important point to consider. You need a broadband service that works whenever you need it, and also one that won't cut you off when you hit a data limit. These limits are fortunately quite scarce now, though if you're shopping at the budget end of the market you might still encounter them.

Customer service is also important. If you do experience any problems you need to be confident that your provider will fix them as quickly as possible.

Our Customer Reviews page contains feedback and ratings from thousands of broadband users. It's an ideal way to find out what kind of service each provider offers, and what problems you might face with them. Right now, Zen Broadband top the list for customer satisfaction, although if you'd be more comfortable with a mainstream brand EE rate well, gaining the lowest level of complaints according to a recent Ofcom study.

Speed

Speed might be less important for a lot of older users, but it really depends on what they want to do online.

There's no one-size-fits-all solution. For every older person who is a reluctant technology user, you'll find others who are enthusiastic online shoppers and Facebook posters, alongside those happily working their way through the Netflix catalogue.

There are options for all groups. Anyone who receives pension credit and has minimal internet needs can apply for the BT Basic + Broadband plan. It's cheap, but comes with a very low data allowance so isn't suitable for anything more than the absolute basics.

Beyond that, a basic standard broadband package - which uses a BT phone line - will usually work out the cheapest. It's fine for simple things like email, browsing and shopping, as well as for video calls with the family. It's worth considering if you're in a one computer household. A basic fibre deal, which is faster and allows for a wider range of uses including watching TV, as well as more simultaneous users, typically starts at around £5 a month extra.

Phone calls and TV

The extras you can take with a broadband deal are also important to consider. Most broadband services need a phone line - with line rental included in the price - and many providers give the option to buy a call plan as part of the deal. The plans on offer usually allow a choice of either unlimited calls during evenings and weekends, or unlimited calls anytime.

These can be tempting during a time when staying in touch with family is so important, but don't assume it's a must-have. If you don't take a call plan you'll still be able to make calls. You just pay for them at a rate of a few pence per minute, just like we always used to.

Some providers, especially Sky, also offer pay TV as well, include sports and movie channels. In some cases, though you might be able to get these channels cheaper elsewhere.

Price and contract length

And then there's the price and contract length, and the two often go hand in hand: sign up to a longer deal and you can shave a few pounds off your monthly bill. Anything shorter than 12 months is likely to cost you quite a bit more, while longer than that leaves you at risk of being stuck with a service you're not totally happy with.

Our price comparison guide will help you find the best broadband prices, and identify those deals that are within your budget. Make sure you check the 1st Year Cost column to see how much you'll pay in the initial 12 months - this includes those easy to overlook extras like postage or a setup fee.

Ready to start shopping for broadband? Use our postcode checker to find the best broadband deals available in your area today.

Comments

Broadband compensation

Automatic compensation for loss of broadband service goes live from today

Posted on 2019-04-01 16:56 in News TalkTalk Zen Plusnet BT EE Sky Vodafone Virgin Media Hyperoptic

A new voluntary code introduced by Ofcom goes into effect today. This scheme means that the broadband providers who have signed up will have to reimburse customers in the event of their broadband or landline phone service being down for longer than two days. Here's what you need to know.

The compensation you can expect

  • Delayed repair following loss of service - if a fault takes longer than two days to fix, you can expect £8 for each day after that period that your broadband is not repaired
  • Missed appointments - if the engineer does not turn up or your appointment is cancelled with less than 24 hours of notice, you can expect £25 per missed appointment
  • Delays with the start of a new service - if your broadband does not go live on the agreed date, you can expect £5 for each day of delay, including the missed start date

Homes and small to medium businesses who choose to use residential broadband are eligible for compensation on this scheme, and you should only need to report the fault for compensation to be paid out automatically.

To qualify for compensation, faults must not be of your own making (for example, your problem is down to your own wiring and equipment, you shove a spade through a vital cable on your property, or you're not at home for an engineer visit). You're also due compensation in the event of extreme weather causing problems and third-party incidents that contribute to the delay of repairs.

The providers taking part

Originally BT, Sky, TalkTalk, Virgin Media and Zen signed up to the agreement back when it was proposed in 2017. Since then EE, Hyperoptic, Plusnet and Vodafone have also signed up, accounting for more than 95% of broadband and landline customers in the UK. While most of these providers will be participating in this scheme from today, Hyperoptic and Vodafone will start automatic compensation later this year, and EE should be ready to do so next year.

Find more information in Ofcom's press release.

Comments

Zen Broadband Buyers Guide - Is Zen right for you?

Can I get Zen Broadband?

Zen Broadband runs on the Openreach network, so their superfast fibre plans are available to over 95% of the UK population. If you can get the internet from providers like BT and Sky, then you'll be able to get Zen.

Use our postcode checker to make sure Zen is available where you are. You'll need a working phone line to sign up, and Zen are quite unusual in that they'll allow you to keep your line with a different provider (although this is likely to be more expensive). Should you only have basic internet needs, Zen also still offer a slower and cheaper standard broadband package.

For their ultrafast services, Zen use a combination of full fibre (also known as fibre-to-the-home or fibre-to-the-premises) and G.fast, both of which go up to a top speed of 300Mb on average. G.fast is available in upgraded street cabinets, while full fibre requires an extra installation step as the fibre cables need to run right up to the outside of your house.

Both are only available in select areas, although the latter is the focus of the Government's planned infrastructure investment - and should mean Zen will be able to offer much faster speeds in future.

What packages are available?

Zen Broadband offer one standard broadband plan, two superfast plans and two ultrafast plans. Your options may be limited depending on where you live.

For most users, the main packages to choose from will deliver superfast internet. These are:

  • Unlimited Fibre 1 - unlimited internet with average download speeds of 35Mb and average upload speeds of 6Mb. Includes a £19.99 set up fee.
  • Unlimited Fibre 2 - unlimited internet with average download speeds of 66Mb and average upload speeds of 17Mb. Comes with a £19.99 set up fee.

The two ultrafast packages are:

  • Unlimited Fibre 3 - average download speeds of 145Mb and uploads of 30Mb, with fully unlimited usage. The setup fee is £55. There's a 10-day cooling off period.
  • Unlimited Fibre 4 - the average speed is 300Mb for downloads and 50Mb for uploads, and includes a £55 set up fee. There's a 10-day cooling off period.

All four of these plans are fully unlimited and come on a 12 month contract. You can choose to take the plans with or without a phone line from Zen. If you choose to go without, you'll still need a phone line from another provider and the combined price is likely to work out more than getting it all from the same company.

You get a free router when you sign up, as well as a free static IP address. If Wi-Fi coverage is a problem in your house you can add the EveryRoom plan for an extra £7.99 a month, which includes a Wi-Fi extender to help make your signal reach further.

If you're happy to go with something more basic you can opt for the standard broadband package instead:

  • Unlimited Broadband - an average download speed of 10Mb and upload speed of 1Mb.

This plan is fully unlimited and, as with the other deals, you can get it without or without a phone line from Zen. You can get the package on a 12 month deal, with a £19.99 set up fee and a free router, or on a rolling one month contract. This has a £78 set up fee, and you have to supply your own Wi-Fi router.

Which package should I choose?

Zen have a range of broadband packages catering to their users' different needs. Given that all the plans come with the same length contracts and benefits, speed, price and availability will be the main factors in your decision.

The Unlimited Fibre 3 and 4 plans are ideal for more demanding households, with lots of people streaming 4K video, downloading large files, and maybe uploading large files, too. If you work from home, especially, this may be what you're looking for, although the speeds don't reach the lightning fast rates you can get from the likes of Virgin Media or the full fibre providers. Availability is also limited, so use our postcode checker to see what speeds you can get where you live.

Away from that, you've got a choice of which fibre speed you prefer. Larger, busier households (especially with kids) are likely to benefit more from the faster service, while those with only one or two people might be happy with the slower plan.

If you aren't a heavy internet user and only need a basic service, then you might be tempted to consider the slower Unlimited Broadband plan. However, it's hard to recommend over the Unlimited Fibre 1 deal given that the price difference between the two is so low.

Unlimited Broadband does come with the added option of a one month rolling contract if you aren't able to commit for a longer spell. Just make sure you factor in the high set up fee when you're deciding if it will actually save you any money.

On the question of whether to take Zen with or without a phone line, the only issue is whether you've got a phone deal elsewhere that's still mid-contract. If you haven't, you will almost certainly save money by switching your phone line to Zen when you sign up.

Points to consider

  • Do you need speeds beyond what you can get with a normal fibre deal?
  • Do live in a Zen ultrafast area?
  • How many internet users are there in your house, and what do they use it for?
  • Do you need a short term contract?

What do I get when I sign up?

Zen offer a range of interesting features when you choose one of their broadband packages.

  • FRITZ!Box 7530 router - a wireless AC-rated router worth £130, and comes as standard with all 12 and 18 month contracts. It includes Guest Access, parental controls, and even telephony features.
  • Static IP address - all Zen deals include a free static IP address. This won't mean much to most people, but for those who work from home and need to remotely access their computer or host a website it's a welcome extra that you'd normally have to pay for.
  • Award winning customer service - available over the phone or online between 8am and 8pm on weekdays, and 9am to 5pm on weekends.
  • Auto compensation - if you have faults that aren't fixed within two days you receive £8 a day in compensation; you'll get £25 if an engineer misses an appointment or cancels less than 24 hours before its scheduled time; and if your service doesn't go live on the agreed date you'll get £5 a day for each day it's late.

Benefits

The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.

  • Ultrafast packages available in some areas - you can get speeds up to an average of 300Mb in some postcode areas.
  • High level of satisfaction - Zen sit at the top of our customer satisfaction charts.
  • UK-based customer service - if you need help you can get it over the phone or via the website seven days a week. It's based in the UK, too.
  • Free static IP address - Need a static IP address for your home business? You get one included for free with Zen Broadband.
  • Truly unlimited service - there are no limits to how much data you can download, so it's ideal to keep the whole family up online.

Drawbacks

Let's face it, not everything can be perfect, and even the best deals may have a downside.

  • Not the cheapest - Zen prioritise things like stability, performance and support over cheap prices. If cost is your main consideration you might want to look elsewhere.
  • Short contracts only on slowest plan - all deals require a 12 month contract. The only short contract available is on their 10Mb standard broadband package.
  • Some deals only available over the phone - if you want one of the full fibre options you might have to give them a call instead of signing up online.
Broadband.co.uk