Zen Internet Reviews 

Whilst a long wait on the phone once I got through the service was top notch

Reliable but too expensive

(Spoke to Nathan Farrar).
Initially phoned to get information about switching my phone and internet, with a somewhat non standard situation. Everything was clearly explained and answered, and I was given his direct number to call back on when I was ready to move forward.
Phoned back later to make the switch, and got straight through. And the process again felt clear and went well.
I cant comment on the service itself yet, but it seems the people there are good to deal with.

I can only comment on the transition and hardware because I've not had to use Customer Service yet (though I've heard it's outstanding).

I was fed up with BT. To be fair the connection was very reliable but they are too expensive, the mid-contract price hikes are annoying, the clunky website feels like it was built by a six year-old for a school project, and I always got the feeling that they were trying to wring every last penny out of me - more about that later.

I took out a contract with Zen based on other peoples' reviews. The hardware arrived within a day or two - a swanky looking Eero7 unit. You can only set this router up using the Eero App - it has no internal webserver. You connect over Bluetooth for initial setup, but after that you can administrate it from anywhere in the world with an internet connection. Setup was very easy but I could only go so far because my connection hadn't been switched over from BT yet. So the little light on the front of the unit remained flashing.

Surprise, surprise, BT tried calling me, emailing me, texting me, sending a carrier pigeon with some ridiculously good offers - my previous contract was £67/month for 900mBit Full Fibre with a phone line and BT Halo 3 - they offered me this same deal for £36.99/month. I asked them why I had to leave in order to be offered that deal. They said something about the system only allows the best deals for new customers. I said I'm not a new customer, this is obviously a retention tactic... Anyhow, in the end I got him down to £26.99/month before explaining that if I had been offered that before I threatened to leave, I might have considered staying...

Anyway, on the day of the switchover I woke up to find my BT WiFi not working (surprising, I thought I'd be able to get WiFi to the hub, even if I didn't have an Internet connection, but nope). Sure enough the light on the BT HomeHub had gone from Blue to Orange so I unplugged it, and plugged the Eero router into my ONT instead (using the provided ethernet cable, as recommended). Within 30 seconds the light went solid and I was connected. I configured the rest of my network devices easily - the Eero7 allows you to set a custom network name and password - just set it the same as what you used with your previous provider - so you don't have to manually set everything up again, everything just reconnects like nothing happened. I must say the Eero App is very well put together and easy to use, and the hardware seems to be of a very high quality. There was a firmware update available so I did that. The device went offline for about 60 seconds then reconnected automatically. The whole switchover process couldn't have been easier.

So I've been using Zen for a while now and I find it has a rock-solid connection, speed tests show it's slightly faster than BT at 958mbps compared to BT's 912 - I believe BT hold some bandwidth back for connection sharing - that's how they offer nationwide hotspots - they share your connection with other BT/EE users. Zen do offer a 2.3Gbps service at my location which requires an Engineer visit to fit a faster ONT, but to be honest, the 900mbps connection more than covers my needs, even with a teenage daughter on the TikToks -whatever they are.

As I said, I can't comment on Customer Service as I haven't had the need to use it, but everything else about Zen just oozes quality, and I would imagine that to be the same. If I had to nitpick at something, I would say that the router could do with a few more ports on the back - it only has two and one of these is used for your incoming network connection from the ONT. If you have a switch to hand, no problemo, but I've reverted to having my PC hardwired and everything else on WiFi (the Eero7 can more than handle it) whereas with BT I had a few more things hardwired. This really is a non-issue though, I just included it for the content.

To finish then, my impression of Zen is very good. Not the cheapest but I knew that going in. I'd rather pay a bit more for a good quality service and decent hardware, and that's what I got.

This is fast service and easy to get going.

Very helpful service from Nathan Farrar. He explained everything clearly and gave sound advice. He confirmed that Fibre Optic cable was available to be installed into the house. I decided to proceed with switching the broadband internet service over to Zen.

Once you are a customer its impossible to get hold of them. Every call I make to them I am left on hold for over an hour. It does not matter what day it is or what time of day, they just done answer the phones

So refreshing to have good communication from ordering to activation. There was a delay in connecting the fibre cable. Zen (and Open Reach) seemed to actually care, kept us informed, and were preemptive in giving us compensation. The service seems excellent and bodes well going forward. Not the cheapest but I highly recommend.

Easy switch from previous provider..engineers came on time..set up via app v easy...broadband strength excellent..very happy!

100% happy in the service I receive, some times my payments are late, with ZEN no issue, I have recently set up DD for collection.

Connecting was easy. Now we have a really speedy, reliable and constant connection. Great.

Reliable service at basic speed for our holiday home which is adequate for our needs. Minimal level of pestering - possible upgrades offered but without pressure and repeated invitations to upgrade (at least so far). When phoning the company contact has been with a human who listens and responds to questions honestly and makes every effort to understand queries.

I have been with Zen for many years solely for domestic services as now retired. Never a problem 👍

Zen have a strong customer focus providing consistent high quality services at very competitive prices

Reliable internet. Excellent customer service, clear invoicing. We are very happy with Zen and would recommend them without any hesitation.

Internet supply was generally good with only occasional failures but they are starting to slip behind on pricing. Customer support is a bit patchy, it's good when you can get someone interested but took several days to respond to issues, my app dashboard never did work and they never resolved that. Now that everyone else uses the full fibre network they don't have anything extra to offer

An internet service provider is judged on how it responds when things don't go as they should.
So far after 2 years of service, there have been few faults.
500Gb/sec is treasonable for £32/month

I have recently migrated to Zen from my old provider.
I live in a rural area and the equipment at the local exchange (and the capacity of lines/numbers) is poor. The migration was far from straightforward and seemed to encounter delays and problems at every stage. Zen staff were extremely patient and helpful on the phone. They worked hard to understand the issues and they dealt with Openreach for me.

Awful. Our internet has been on and off - mainly off- for FIVE weeks. It’s impossible to get anything done. Because Zen rely on BT open reach, they give you 10,000 hoops to jump through for ‘troubleshooting’ first so we didn’t get an engineer until last Friday. He thought he’d fixed the problem. But alas. It’s still broken and now not another engineer for almost a week.

When I first signed up to Zen Broadband their customer service was outstanding and they were very quick to respond to any queries I had. However of late I have found this service to be declining quite badly. I recently had an email advising me that my current service was being upgraded to full fibre but I had a couple of queries so emailed them and was advised that I would have a reply withing 24 to 48 hours. This did not happen and although I sent a couple of reminder emails these were not responded to either. Finally in desperation I phoned them only to be told that they had closed for the weekend despite the fact that their opening hours still had 1 hour to go so I had to resort to using their chatbot. I finally got through to an agent and got the answers to me queries. Not a good service at all as I was on the point of cancelling the engineer visit for an upgrade I had not requested in the first place.