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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 found their technical support excellent, even solving issues that turned out to be nothing to do with them like one problem we had that was related to to MTU and nothing to do with Zen. So top marks there.

If I have had a problem, it is that they are pedantic to an extreme where account security is concerned. They needed faxed letterheaded note to allow me to get on the account that I setup for a customer. I supposed they could have made it more secure by requiring a named director from the company to present themselves and their passport in Rochdale before the allowed me on it. So I suppose I should be grateful.

Also I have had to phone technical support to get help navigating a messy and difficult to understand web interface to change DNS settings for MX records or setup SPF records, maintain and manage websites and such like. I always have to "gird my loins" before doing further changes. Which reminds me that a domain I transferred into Zen I need to make sure is pointing to their hosting package. That will not be a trivial task.

Overall happy with their service. A bit behind the times with their portal for managing things, especially if you have multiple services for multiple customers. But their customer support makes up for that big time. 4/5. Nice.

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