204 Customer Reviews over 21 pages
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- Location
- Kent
- Reviewing
- Zen
- Date
- 2023-10-31
- Comments
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Speed has always been bad , it cuts off in the evenings when busy
Biggest problem for me is that I lost internet on 12-10-23 it’s now 31–10-23 and still nothing , I either get cut off or / and asking the same questions over & over again , I’ve told where the problem is but they go on repeat , disgusting poor standards, suggest going elsewhere for that reason
- Location
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- Location
- Leeds
- Reviewing
- Zen
- Date
- 2023-10-16
- Comments
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Absolute crap. Literally the worst customer service I have ever experienced and I was with Virgin Media for over 6 years. This is not what I expected when I signed up.
- Location
-
- Location
- redditch
- Reviewing
- Zen
- Date
- 2023-10-04
- Comments
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peak times speed drops from gigabit to 20mbps, customer service not interested, leaving
- Location
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- Location
- London
- Reviewing
- Zen
- Date
- 2023-09-01
- Comments
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Avoid at all cost
The customer servicies here is just awfull and not even able to ackwonledge emails.
I have an ongoing issues since april, this is handle by Dale,as pero his signature "complain resolution manager" . He is not only not able to fix or advise the issue, he is not even haven consistencia in his replies . I am overdue paying a bill because he doesnt apply the credit I have standing.
Date of experience: 01 April 2023
- Location
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- Location
- S. Wales
- Reviewing
- Zen
- Date
- 2023-07-30
- Comments
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since my recent change to 100mb and a new router, everything is hunky dory.
A few hiccups over the years, but still the best broadband provider of them all!
- Location
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- Location
- Berkshire
- Reviewing
- Zen
- Date
- 2023-07-29
- Comments
-
Zen used to be fantastic. Sure you paid a bit more but you got your moneys worth.
In the last year though it’s gotten awful. We’ve had a fault on our connection causing high latency for over a month. At first Zen told me the router was faulty so they sent a new one. That didn’t fix it so they said it must be the WiFi and I needed to go through every single device connected to it and do some troubleshooting. I didn’t fancy doing that so I just connected everything to a cheap 4G router to see if the fault remained. It didn’t so it couldn’t be a device on my network causing an issue. When i called in to report that they tell me it’s an issue at the local exchange effecting the whole atea and Openreach will be out to fix it. Whatever fix they did didn’t last long as the fault has reoccurred. I call up zen to tell them this and lo and behold they want to send me a new router or blame the WiFi when literally a week ago the EXACT same problems with the EXACT same symptoms were due to a fault in the exchange. It’s exasperating. They are on very thin ice. I’m one more bad tech support call away from moving to a different provider.
- Location
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- Location
- Cambridge
- Reviewing
- Zen
- Date
- 2023-07-27
- Comments
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It used to be a pretty standard Internet provider but with polite customer service, with enough staff to answer calls within minutes. It was the only reason why it had 5 star reviews. Now it doesn't have even that advantage so there is absolutely no point in choosing it over cheaper options. Today we had the second cut in one month. There are no more options to check the status online, just some mysterious descriptions like NGA GEA_FTTC NMBDMC Felixstowe PCP 17. Is it mine? Is it not? There were definitely not a single one saying Cambridge. So you have to call the provider to find out. And today I was 21st in the call queue.
- Location
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- Location
- North Norfolk
- Reviewing
- Zen
- Date
- 2023-07-26
- Comments
-
What the **** are people talking about???? This is probably the worst ISP in the world. They are expensive. They are slow. But - their customer service is non-existent, trust me. In March 2023 our internet speed became so slow it was unuseable. For £40 per month. Then they lost our phone line and our phone number. They don't answer the phone. They don't answer emails. But - they do take the trouble to dispute online reviews and get them taken down where possible. Honestly, I think this business consists of one incompetent man in a flat somewhere operating a massive scam, and paying Chinese companies to leave fake reviews. I have never hated a business as much as I hate Zen Internet. Don't call me, I don't have a land line for the first time in 40 years.
- Location
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- Location
- Wales
- Reviewing
- Zen
- Date
- 2023-07-12
- Comments
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Horrendous service! We live in a 2 bedroom detached house, very small house and only have wifi in 2 of the rooms, sometimes in teh one directly about the router. Have had to use 4G instead most the time! They said they couldn't help it wasn't part of the contract and then charged me £200 for leaving after I had been with them for 2 years
- Location
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- Location
- Edinburgh
- Reviewing
- Zen
- Date
- 2023-07-04
- Comments
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Excellent customer service. You always get to speak to a real person with no language barriers. Technicians are knowledgeable, considerate and very helpful, They phone back when they say they will.
- Location
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.
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