Zen Internet Reviews - www.zen.co.uk

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★★★☆☆
3.4 / 5
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★☆☆☆☆

“Diabolical Steer Clear”

Written on: 09/07/2018 by 146Gallagher (1 review written)

Joined Zen 2013, service now diabolical. Tech support guys, read flow charts & blame YOUR equipment/router/Ethernet cable/micro filter/computer=never their fault & despite buying new router, micro filters & Ethernet cables, 1st guy I spoke to failed to diagnose trunk outage in area affecting many residents. 2nd failed to walk me though setting up new router I was told to buy by 1st guy blamed them for fault, I was asked,(despite telling the 2nd guy that I had had a stroke & heart attack & was… Read Full Review

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★☆☆☆☆

“Taking No Responsibility & Are Totally Incompetent!”

Written on: 03/02/2017 by 439Morgan (1 review written)

I have been using Zen Internet services for many years now and every time there is an issue - of which there are many - their technical team provide a wishy washy reason as to why the issue could not be resolved; this includes years of business data having been completely lost due to their incompetency and inability/unwillingness to solve the problem. Here are my reasons for leaving them: 1) Unreliable servers 2) Incompetent technical support team 3) Taking no responsibility for their… Read Full Review

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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“Zen Internet is over-hyped listen if you like your...”

Written on: 02/02/2010 by joepeters2001 (1 review written)

Zen Internet is over-hyped listen if you like your being line dropped time and time again then zen internet is for you! overpriced and overrated and all these magazine that praise this ISP up should be ashamed of themselves I have had 2.4 years as a customer and I can't take anymore there c panel is so bad it drops every evening.

Hey then you get a simply question to ask the support team, oh sorry we can't help with that? duh!! I been with BT Hub since and no-more problems, less cost £24.99… Read Full Review

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★☆☆☆☆

“I have been a Zen internet customer for two years now,...”

Written on: 02/02/2010

I have been a Zen internet customer for two years now, and the expensive service isn't all what it is cracked upto be, when you use your monthly allowance don't depend on the buy more GB Usage, as there wizard start up program is as bad as zen gets, as its never worked for me, its useless and zen has left me in a right mess this month, when I couldn't buy more usuage time, I had to buy expensive BT Openzone pass to get on wireless at home.

There support service is rubbish, the lines keep… Read Full Review

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★☆☆☆☆

“ My thoughts on Zen 8000 Lite.I joined Zen after...”

Written on: 06/11/2009

My thoughts on Zen 8000 Lite.I joined Zen after experiencing Tiscali's Superslow broadband (1Mb-0.06Mb,generally about 0.2Mb).My estimated maximum speed was 1Mb,and according to Zen I would always get the maximum speed my line would support.I started on 0.5Mb,which then fell to 0.13.Rang the 'Helpline',they offered no useful help.Sometime later rang again,no joy,He did say 0.13 was"A bit slow",by my line data I ought to get 1 to 1.5 Mb.I said Tiscali could adjust the speed when pushed.He… Read Full Review

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☆☆☆☆☆

“Zen Internet are appalling . In the space of one...”

Written on: 03/06/2009 by adrian arbib (1 review written)

Zen Internet are appalling . In the space of one week their service has stopped twice for the entire day. ie cant send or collect emails. I'm paying a fortune for the service around £500 /year and it would appear that the notion of compensation, sorry or a possible fix time is not even a consideration =- they've been relatively good 'til now - i've been with them 3 years but it would appear they are now unable to cope… Read Full Review

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★★☆☆☆

“Zen Internet is great when it works. C panel goes...”

Written on: 09/03/2009 by purlfrost (2 reviews written)

Zen Internet is great when it works. C panel goes down too often for my liking. My site is then off line and so is my business. it seems to happen every 3 to 4 months. As a business, I can't afford this type of service. Just not good enough… Read Full Review

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☆☆☆☆☆

“Poor quality of hardware. Poor knowledge levels at...”

Written on: 05/01/2009 by chrismj (1 review written)

Poor quality of hardware. Poor knowledge levels at technical support. Lack of English speaking tech support (only speak computerease, which I dont and they seem un willing to translate to plain English). So far over 4 hours on phone and no further on. Dreadfull for an award winner!… Read Full Review

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☆☆☆☆☆

“I'm feeling really let down by Zen. For the last four...”

Written on: 08/09/2008 by sadgrove (1 review written)

I'm feeling really let down by Zen. For the last four days, my business has had no broadband, and Zen hasn't managed to resolve the problem. Zen's Technical Support refuses to get involved, saying that it's BT's problem. BT, meanwhile, says 'It's a problem caused by your broadband supplier, and we've notified them'. I've asked Zen to at least call BT and discuss it with them. But so far I've had no success… Read Full Review

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