written by 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 blamed me for not having tested the phone when plugged directly into the master socket for a week or two. The problem is that I don't have the strength in my legs to keep walking from my bedroom to the office or anywhere else and struggle around the house. It wasn't build for a disabled person and while I wait for a sheltered home, this has to do. I've done the best I could but I was treated like a stupid airhead for not testing long enough and frequently enough. Zen used to be great. Some people don't understand us and are unkind. I should be used to the 'why don't you do as an able-bodied person' suggestions but even after 50 plus years, I'm not. Like many friends can attest, some people make you feel like a waste of space. they can't accept you cant' keep walking to and from rooms. The broadband isn't great either.
written by CADMAN1959 on 01/05/2013
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 to close the domain and didn't want to pay for it anyway, we had not renewed the domain and had not received any renewal notification. As a matter of principle we refused to pay this account (£11.99), as we felt they were in the wrong, and advised them that we would close all of our business with them (about £1,000 per year in value) if they persisted in demanding it. They then closed down all of our company accounts and all of our home systems. WHAT CLEVER PEOPLE!!! So now we have taken all of our business elsewhere and have paid them the £11.99 - What a business! They used to be so good.
written by Throttlejockey on 12/02/2013
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 !!
written by 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.
written by on 18/11/2010
I have had an issue with my router from day one. Keep getting different responses from the tech desk.
I made the mistake of purchasing the router from them. After a few weeks of the router crashing and trying to sort it out with helpdesk, the techie informs me it's a known issue. All they can do is send me a replacement of the same router.
When I asked for a refund they said it was past the 28 days in their t&c. Can't find that there at all.
BEST ADVICE?
Take your business elsewhere and save your time
written by on 21/06/2010
How can I describe Zen? In all honesty, "really poor" sums it up for me. We installed 2 new business lines in July 2009. For redundancy, we put ADSL on one line through Zen and one through IDNet.
The IDNet line has been fine ever since; the Zen line has been very, very poor. Bear in mind that the BT lines were put in at the same time (there's a 1 digit difference in the line numbers).
Latency and up/down stream speeds are not good in comparison to IDNet. Disconnections occur daily; once we experienced around 4 hours of downtime during business hours. Support was slow, and even when we got a response the answers provided were unsatisfactory. Things like:
"the information I have available on previous logs doesn't allow me to determine the cause of your fault."
Well thanks, that's really helpful!
In my opinion, they really have gone downhill since the good old days. We still have them as a backup provider but there's no way I'd consider ordering future ADSL connections from them.
written by ravix on 23/04/2004
ZEN Internet provide great value for money on regular web browsing, e-mail etc and fast. However, online gaming access can often be a little hit and miss with respect to "Connections Lost". Usenet server falls short of many other ISP's with respect to availability of groups and reliability. Technical support is open during office hours only.
The word to sum it all up is "AVERAGE."
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