Zen Internet Reviews - www.zen.co.uk

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★★★☆☆
3.4 / 5
60% of users recommend this
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  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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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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★★★★★

“Best isp ever. Fast and reliable. Customer services...”

Written on: 23/02/2011

Best isp ever. Fast and reliable. Customer services and technical support on uk landlines with people who understand what they're doing, can communicate normally, and sort your problem in seconds. On a scale from 0-100 I'd give Zen 99; and my previous supplier Orange a mighty 1. It might cost a little bit more but we're talking about sanity here. Thank goodness someone in the isp market cares about their customers and reputation because all the major players clearly don't, with Orange in my… Read Full Review

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★★☆☆☆

“I have had an issue with my router from day one. Keep...”

Written 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… Read Full Review

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★★★★★

“I work in the software and telecomms business, and am...”

Written on: 13/11/2010 by sausagecreature (2 reviews written)

I work in the software and telecomms business, and am sorry to say Ive set up some of the broadband systems that get slated. My technical friends, colleagues and familly almost all use Zen and have since 2003 (i think). It got recommended by two freinds, and just snowballed amomngst the people I know.
Amongst ALL of us, we probably have the equivalent of 50 years of contract time with Zen, and we can only come up with less than 10 minutes between us all when the connection wasnt available. In 7… Read Full Review

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★★★★★

“I've used Zen internet for almost 8 years at home...”

Written on: 09/09/2010

I've used Zen internet for almost 8 years at home without problem or complaint. Speeds have always been consistent (it's not usually your line, but the ISP network which varies. I haven't needed to use tech support, so can;t comment on that, but emails during set-up and updates during installation were excellent.
We recently added a new line to our office as our existing ISP was managing less than 1m downstream and chose Zen as our ISP. After 3 months it's still 2 times as fast (We're over 10… Read Full Review

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★☆☆☆☆

“I thought Zen internet was supposed to be quite good...”

Written on: 03/08/2010

I thought Zen internet was supposed to be quite good but in fact turned out to be quite average. Slow connections, poor customer service (being in a que for 43 minutes is not my idea of fun and after all that told to re-boot my equipment). Cpanel which was slow and unreliable, kept submitting information only for it not to take. One good thing about Zen cpanel was the option to cancel my service. Good call and funny old thing it worked. Now with BT, half the price and a much better… Read Full Review

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★★★★★

“Moved to Zen in August 2009 following the Zetnet /...”

Written on: 01/08/2010

Moved to Zen in August 2009 following the Zetnet / Breathe debacle.

Zen have proved to be very reliable. On the rare occasions that I have needed to contact their technical help, the phone has been answered quickly and the help given patient, knowledgeable and accurate. On one occasion (temporary problem with the BT line), the Zen chap bent over backwards to solve the problem.

I don't feel that their charge is too excessive - it's worth it for the peace of mind. The connection, as they state… Read Full Review

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★★☆☆☆

“How can I describe Zen? In all honesty, "really poor"...”

Written 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… Read Full Review

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★★★★☆

“Great ISP - In one word RELIABLE - if you pay too...”

Written on: 08/06/2010

Great ISP - In one word RELIABLE - if you pay too little for something you can can loose all. If you pay too much for something - all you loose is a little money. That is my opinion of Zen.
They deserve all the credits they get. Not the cheapest but the service is excellent.
They have just increased their monthly download from 5 Gig to 10 Gig. I guess when the time is right and their Punters start voting with their feet, then they will up this free download to something more reasonable in… Read Full Review

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★★★★★

“Zen internet ”

Written on: 04/06/2010

Zen internet

Excellent solid Business grade ISP

VOIP service is AMAZING and rock solid compared to other providers

We have used ZEN for years as our office ADSL provider, with zero issues!

Recently added the Voice Over IP (VOIP) service and I can tell you that it knocks socks off the other providers I tested giving consistant 2 figure ping responses!

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Bigmc's Comment

Written on: 04/04/2011

I found this review very helpful because I have been a ZEN user for years both at home and running our businesses. ZEN support have always been very helpful.
<br/>
<br/>I am now running a business from home and I have looked into various VOIP options for a second phone number, so I am glad someone has comment on their VOIP experience and even happier it was a good experience.

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Bigmc's Comment

Written on: 05/04/2011

I looked at ZEN for providing VOIP service as I had ZEN broadband. However after calling them (they did answer the phone quickly) they do not provide an incoming number for a home/ small business which is why I wanted a VOIP phone. That is a shame. I went to Draytel instead.

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★★★★★

“Zen.co.uk - **ISPs don't come any better than this** ”

Written on: 28/03/2010

Zen.co.uk - **ISPs don't come any better than this**

I work at home quite a lot and depend on a reliable connection: I've been with Zen for 5 or 6 years, during which time the service has been 'down' only twice, and then for only an hour or so.

I'm getting a consistent 6-7 Mb download speed in a rural area, miles from the exchange.

I've contacted their tech people twice, due to my own stupidity, and have found them to have a 'can do' attitude - "I'll sort that out for you now". Helpful… Read Full Review

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★★★☆☆

“The other services provided in the lite package, such...”

Written on: 21/03/2010

The other services provided in the lite package, such as web space, are not something a home user requires and would prefer having a decent download limit instead. Having to pay extra on top of the 17.99/month just to catch the end of my program or video is annoying… Read Full Review

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★★★★★

“Service is superb. They even monitor our lousy...”

Written on: 16/03/2010

Service is superb. They even monitor our lousy exchange for us so they know whethe the source of any fault lies. A bit pricey but you ger what you pay for. I have never had better service than this from ANY company.Would reccommend them to anyone without hesitation… Read Full Review

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★★★★★

“All in all I have nothing but praise for the people at...”

Written on: 01/03/2010 by prudent buyer (7 reviews written)

All in all I have nothing but praise for the people at ZEN.

From the outset they were helpful, were not rushed and spent as much time with me on the phone as I needed considering I was probably less knowledgeable than most at setting up my own service and E-mail etc.

Everyone that answered the phone was polite, knowledgeable and gald to help. They answered the phone quickly and even made suggestions about what else I could do to personalise my account with it socting me any extra.

They also… Read Full Review

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★★★★★

“You get what you pay for, I've been with Zen for a...”

Written on: 12/02/2010

You get what you pay for, I've been with Zen for a good 5 years, no problems whatsoever and utterly reliable, even to the point where I changed to a wireless router, gave up with the hopeless Netgear overseas call centre and was quickly and efficiently talked through the set up by Zen customer service, brilliant… Read Full Review

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★☆☆☆☆

“Disgusting service - the first sign of an unusual...”

Written on: 06/02/2010

Disgusting service - the first sign of an unusual problem and their technical support talks nonsense and then does nothing - they don't even respond to e-mails and I have now had to threaten legal action.

The sign of truly good customer service is being able to deal with the unexpected and difficult problems and Zen have demonstrated a total inability to do that… Read Full Review

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Emjayvee's Comment

Written on: 06/05/2010

I found this review not helpful because... Review too shallow. What were the unusual problems the reviewer experienced? What, precisely, was Zen's response? A bad review should be accompanied by detail evidence

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★★★★★

“Exceptional customer service”

Written on: 03/02/2010

Exceptional customer service… Read Full Review

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