Zen Internet Reviews - www.zen.co.uk

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★★★☆☆
3.5 / 5
62% of users recommend this
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  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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Latest Reviews

★☆☆☆☆

“Threatened with Debt Recover - 2 years after I stopped...”

Written on: 29/05/2014

May 2014 - a letter was sent to me saying I owed £57.46 and threatening me with Hornets Debt Recovery Agency if i didn't pay up in 14 days. I have no account with these people - I paid twice for a web space rental on behalf of a voluntary organisation more than 2 years ago. I am very disappointed - they were good when I used them and I let them know it was going to be paid by another person. I am very unhappy to be threatened nn a letter… Read Full Review

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★★☆☆☆

“Zen blames the victim”

Written on: 17/05/2014

I am disabled and rely on a BT line with extension cable from the master socket into my bedroom. The line often disconnects, and ofcourse, there is a possibility that it's due to the telephone, a cable, or a splitter. So I've replaced everything, several times. Today, after a disconnection, I rang up but the engineer was unfriendly, let me hang on for five minutes while he read the reports on the recuurent faults, (I asked him to ring back when he was finished but he wouldn't), and then he… Read Full Review

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★☆☆☆☆

“Awful, overpriced service”

Written on: 04/12/2013 by AngryQueen (1 review written)

Terrible service. Essential the same as BT, but more expensive and with a similar 'couldn't care less' service. Got passed from pillar to post repeatedly. Call centre tried to blind me with science despite what they were saying being total nonsense and having nothing to do with my actual service. Also overheard one of the staff refer to me using a homophobic slur, I assume he thought I was on hold. I gather this sort of nastiness is not uncommon. My complaint, of course, has been given lip… Read Full Review

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★☆☆☆☆

“DONT USE IF YOU WANT GOOD CUSTOMER CARE”

Written on: 16/11/2013

daniel293829382's Comments Summary: DONT USE IF YOU WANT GOOD CUSTOMER CARE November 16th, 2013 (Last Edited: November 16th, 2013) You pay a premium to these people and yet you get rubbish customer care. I dare say its one of the worst in the business. Primus give me better customer care and that's saying something. They even addressed me by my middle name in one email. The whole company is a joke. I regret joining them. The reviews on half of the review sites do not reflect the… Read Full Review

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★★★★☆

“Real people - that I find helpful”

Written on: 20/08/2013 by globelink_admin (4 reviews written)

Been with Zen for many years and consequently they are with many of my customers also through my recommendation. I have used a variety of their broadband services and some of their hosting services. Not tried their VoIP services though. When talking to them whether in technical support, billing or sales I talk to real people who are really from the UK that have no trouble understanding what I am saying, and I have no trouble understanding what they say either. What a delight. I have… Read Full Review

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★★★★★

“Best ISP I have ever had”

Written on: 19/08/2013 by dean7711 (1 review written)

I have had BT, Plusnet, AOL and just switched from SKY to these guys. I live in a village and SKY offered me up to 8 meg. Problem was when the evenings came (after 5pm) I was getting speeds of less then a meg. Problem is these big companies do traffic shaping to share there massive load of customers. Great thing about Zen is they do not do this. After day one testing in the evening my 1 meg speed was 6.5! That speaks for itself! You want a decent ISP dont be a sheep and pay that little… Read Full Review

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★★★★★

“Excellent - long term user & used for my clients too”

Written on: 05/08/2013 by david.matthewson (5 reviews written)

I'm a long term - 15 years or so - Zen user and I recommend it to my clients too. I appreciate technical support from a guy in Yorkshire who knows what he is doing, is friendly and has access to BT tools and stats. A million miles away from 'scripted service' of many other ISPs. I've not used them for domains or voice and am surprised at some of the negative comments about that on this review site. I also agree they are not cheap and if you just want a home ISP I'd probably look elsewhere… Read Full Review

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★★★★★

“Impeccable Provider”

Written on: 14/07/2013

Not the cheapest in the market, but never had a problem since the beginning (more than 10 years ago). Excellent Customer Service and Tech Support. Website user-friendliness can be improved… Read Full Review

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★★☆☆☆

“Zen - Let down big time by accounts department”

Written on: 01/05/2013 by CADMAN1959 (1 review written)

I have been with Zen for 10 years, generally their technical service was excellent, however we have always experienced difficulties with the billing department, consistently failing to effectively collect direct debits, not a major problem, but an irritation. This year we wished to close down one of our domain names registered through them, the accounts dept. called to say that they had not been able to collect the funds on this DD (taken against a credit card, we informed them that we wished… Read Full Review

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★☆☆☆☆

“AVOID - Paying customer threatened with debt recovery!”

Written on: 22/03/2013

I took out an account with Zen and set up direct debit. They failed to collect one payment and sent me an email asking me to pay by credit card. I had some emails back and forth since I expected that (like every other company on earth) they would use the direct debit to try and take the payment again and I didn't want to double pay. They said I had to pay by card. I said that's dumb but ok and I paid. 2 months later the same thing happened, again I wanted to confirm with them before I paid… Read Full Review

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★★☆☆☆

“Poor customer service and billing”

Written on: 12/02/2013 by Throttlejockey (1 review written)

We had no end of issues with billing and were cut off on numerous occasions with no warning. Final straw after leaving Zen was to receive a letter from a debt collection agency to recover less than £30 on a bill we never received. Zero communication for a company in the communication business !!… Read Full Review

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★★★☆☆

“Excellent home broadband, rubbish business support”

Written on: 13/10/2012

I use Zen for my home broadband - I cannot fault them with excellent quality of service and good customer service. I represent a large organisation and we wanted to register a number of domains. Sales said no problem and efficiently set up account etc. We, however, can only pay by purchase order (as stated from the outset) - they said no problem. However it now appears that Zen don't seem to know how to deal with this and kept send credit application forms and providing details to pay… Read Full Review

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★☆☆☆☆

“Zen voice service (beware!)”

Written on: 01/06/2012 by westcoaster (1 review written)

I have been with ZEN for more than 4 years and found tech support first class. However, between June 2011 and May 2012 all my phone calls were made through BT at a total cost to me of £559.13 after line rental costs. During this time ZEN were billing me for their Voice service which of course I thought was still functioning as a "voice service". I pay BT by DD and unfortunately I failed to keep track of the relevant a/c. When I finally discovered that BT were billing me for calls I thought I… Read Full Review

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★★★★★

“Cannot fault Zen”

Written on: 29/04/2012

Been with Zen for years and years, I cannot praise their technical support enough. We moved premises along with telephone lines and Zen moved the service across at no charge. They sorted out all the problems that we had (that were all to do with the BT line). I then upgraded to their Fibre service even though BT would not install it because we are too far from the exchange. However Zen stayed on the line whilst it was installed and made sure that the engineer had everything working before… Read Full Review

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★★★★★

“Reliable and brilliant customer service”

Written on: 18/04/2012 by ggrimer (6 reviews written)

If you are running a business from home or working from home and those conference calls and other things are mission critical then Zen are an excellent choice. Not the cheapest, but they have been VERY reliable over the last 8 years. I am not interested in saving less than £100 per year if it means that every year I lose a day of work or miss a critical conference call or e-mail response. For home based businesses and home offices DO NOT be pennywise and pound foolish… Read Full Review

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★☆☆☆☆

“Unethical and unprofessional”

Written on: 21/02/2012

I'm speechless. I've been bombarded with calls from Zen saying I'm in arrears with payment for domains. I wasn't, but they like to take payment 2 or 3 months early! After chasing me I decided to pay them online but to my horror I found they'd taken away ALL my domains (even the ones that weren't due for payment), taken them off the DNS and therefore rendered me website-less! I have a business to run! When I called they were basically holding me to ransom. My domains had been taken off-line… Read Full Review

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★★☆☆☆

“Disorganised billing lets Zen down”

Written on: 29/11/2011

The broadband service itself was good, I found the technical side excellent, but the back office billing was a bit of a shambles, and I decided to leave because I couldnt trust them any more… Read Full Review

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★☆☆☆☆

“Extremely poor customer service”

Written on: 26/10/2011

We have been with Zen for over a year now and I always thought they were quite good. Last week, I was proved wrong. Our internet went down due to problems at Zen. It lost us income and caused great stress to the entire team as we are web based. I had to pay an IT engineer to come out immediately who charged on a Friday afternoon. When I phoned Zen, they explained they had problems that day but did not warn us in advance. I became very angry as they were unwilling to offer any decent goodwill… Read Full Review

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Ggrimer's Comment

Written on: 16/10/2012

I was with Zen for 10 years as a home broadband customer, I found their customer service was the best of any corporation I dealt with. Not sure about the business customer service because I've never dealt with them. Find it difficult to understand how they could be so excellent at home CS and so poor at business.

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★☆☆☆☆

“They have AWFUL customer services at times. They can...”

Written on: 06/05/2011

They have AWFUL customer services at times. They can be very condescending towards small businesses and refuse to accept blame for something that is clearly their fault.

Our internet connnection was on/off/on/off for weeks and I followed all of their instructions for days and days to no avail. They then told me I needed to BUY a new router...even though they supplied the original 1 with the possible problem.

To make things worse - they don't even know if this is the problem! It could be… Read Full Review

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Ed_On_A_Bike's Comment

Written on: 04/08/2011

Your experience is the exact opposite of mine and I couldn't recommend them highly enough.

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★☆☆☆☆

“Transition to Zen has been horrible. Sales agent sold...”

Written on: 18/03/2011

Transition to Zen has been horrible. Sales agent sold me the wrong product, credit card charged, order cancelled, credit card charge not reversed, I was not notified of the cancellation. Only by checking on web site did I discover the problem. Efforts to recover included changing me over to Zen before making sure I had the required router in hand. Indeed, today is the day and the router is 'in the mail' but not here. Friday - no Internet nor broadband no phone service for the coming… Read Full Review

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