ZE FIBRE

I'm counting the days for my contract to end so I can cancel it! The engineers that fitted the hardware into the house to receive fibre thought it would be a great idea to fit it in a narrow hall with wires, plugs and box lying on the floor of a pensioners house that has mobility issues. When I contacted zen with my concerns I was told I can get the hardware moved to a more suitable place at a cost of £120! Also her old sky broadband that she had for many years was genuinely quicker and more stable than zens fast fibre and every now and again the connection drops and comes back. I rue the day I signed up to this company!

I’ve been with Zen Internet for almost a decade, and in all that time I can only recall one or two issues both of which were resolved quickly and professionally. Their UK‑based support team is always pleasant, polite and genuinely knowledgeable. Hand on heart, I wouldn’t even consider switching to another provider. This morning I received an email offering an upgrade to even faster speeds, and unbelievably it works out cheaper than what I’m currently paying. So now I’m getting almost double the speed for less money. All in all, Zen, keep up the great work. Your excellent customer service and dedicated team do you proud. It’s a solid 10/10 from me.

I have been a Zen Internet customer for approximately 20 years and have recommended them to virtually everyone I know. Sadly, those days are well and truly over. A recent billing issue led me on a frustrating journey that I can only describe as a masterclass in corporate indifference. My initial attempts to resolve the matter were met with silence. I raised a formal complaint and received a response that was, frankly, dismissive and unhelpful — failing entirely to address the actual issue. I was told it would be escalated and that someone would come back to me. They did not. I then emailed the CEO directly. I received a voicemail message saying they would follow up by email. They didn't. I tried the CEO again. Unsurprisingly, nothing. Zen used to be outstanding — genuinely one of the best ISPs in the UK, and I would tell anyone who'd listen to sign up. I would now not touch them with a barge pole. I will be migrating to another provider and would strongly caution anyone considering Zen to look elsewhere first. Utterly disappointing.

Have been with them for many years with premium cost. But received a very disappointing customer services help when it was needed the most. After a finding internet and telephone not working our IT company and staffs at the business called and failed to access the account over the phone and at no stage they mantioned about outage or a way to know what is happenning. A day and a half with no internet and phone costs the business badly. Any business in this situation will consider claiming compensations and/or looking for other options.

Having been with Plusnet for 20+ years and a phone with BT for even longer I have just switched to Zen for a FTTP only solution. I am impressed very very impressed. Zen isn't the cheapest but over 25 years has had a reputation for first rate customer service and that was why they won my business because BT and Plusnet are no longer putting the customer first. I've had a couple of great bits of support from Zen and working in IT I am not an easy customer, and while Plusnet wasn't bad BT has varied from good to abysmal recently. Not BT residential, not BT Openreach who install the lines who were also first rate doing my FTTP install. It's clear from other reviews not everyone feels the same but my experience has been exemplary.

**[COMPLAINT] Zen Internet – Broken Promises, No Installation, No Internet, Zero Support** I'm writing this post because I feel I have no other option left. After days of wasted time, broken promises, and an appalling customer experience, I want to warn others and hold Zen Internet publicly accountable. I will be sharing this post across every major UK forum, review site, and social platform I can find – because no one else should have to go through what I am currently experiencing before they make a decision about their broadband provider. --- **Why I Chose Zen Internet** I came across numerous glowing reviews of Zen Internet on forums like this one – praise for their reliability, premium service, and customer care. So when Virgin Media offered to renew my contract at £21/month for 1,000Mbps, I turned it down. Instead, I signed up with Zen Internet at £45/month for Full Fibre 900, trusting the community's recommendations. High-quality, stable broadband isn't a luxury for me – it's a necessity. I run a business from home, and my household relies heavily on connectivity, including multiple smart home devices. --- **The Broken Promise That Started Everything** I signed my contract with Zen in early March. Installation was confirmed for on or before 25th March – the exact date my Virgin contract was due to expire. Before committing, I specifically asked Zen's customer service: *what happens if installation isn't completed by the 25th?* I was given an explicit assurance – **repeatedly and emphatically** – that Virgin would NOT cut my service until Zen's installation was fully complete. I made sure to confirm this multiple times precisely because I could not afford to be left without internet. At midnight on 26th March, Virgin cut my broadband. --- **What Happened Next** - **Customer service**: Nearly impossible to reach. Expect to wait upwards of two hours just to get through on the phone – completely unacceptable for any ISP, let alone one charging a premium

WARNING: The Zen "Home Move" is a £500 Trap The "Move" Scam: When you move house, Zen won't just move your connection. They use it as leverage to: Restart the clock: You are forced into a brand new 18-month contract. Hike the price: They won’t honor your old agreed price; You will go with the price which is at new area. It might be more expensive. Hold you hostage: If you refuse the new 18-month sentence, they demand rest of the contract. In my case this is £500+ to leave. Deceptive Sales: Before I signed, I was told moving would only cost a 1-month fee if they won't be able to serve. That was a lie. They did mention nothing about leaving country. Now they’re demanding the full contract total. They don't care about your circumstances; they only care about the "cabal" contract you signed. The "Loyalty" Team: Avoid the sales/loyalty team (especially Saj). I’ve never dealt with poorer sales tactics—it’s not service, it’s legalised extortion. They don’t need to be good at their jobs when the contract is designed to bleed you dry anyway. The Verdict: Zen markets themselves on "loyalty" and "ethics," but they treat long-term customers like a paycheck. If you want flexibility, go elsewhere. Think twice before signing your freedom away.

I have joined them because they are proudly saying theirs WiFi is THE BEST ever and as I have had issue with my other providers I thought I will give Zen a go. Reality? WiFi drops constantly, few times a month or more. We will be switching again as soon as contract runs out as other had wifi low coverage but I at least had wifi 24/7/365. Meanwhile with zen… only past month: No wifi on 26 or 27 March then again wifi dropped from 2nd April till 7th April. 5 days!!! There are constant drops in services at night too which affect me really badly due to me being disable in chronic pain. I wake up at night in pain and watch movies or/and work on laptop to distract myself and try fell back asleep… I have contacted them through email about these 5 days of no wifi and I have dated emails proving how long I have had no internet but when I complained about it they have told me that according to theirs whatever records i have had no wifi for less than 48 hours and according to contract they are allowed to 48h break in services. On top of being “delusional” I have been treated like manipulative lier and yet have been told it was my fault I had no wifi! Supposedly I have magically/accidentally pressed something on the hub placed between a wall and bed in a spare room only my cat goes to … I knew it! It’s always the cat!!! I wouldn’t bother with the review if I was treated with respect so here it is. They have also stolen £100 of me but this one’s still in progress and I will write about it in separate review as soon as I am 100% sure they sneak out of that one too. * Look out for the answer from them to my review pretending they did nothing wrong and taking no actions other than playing me joke, offending me and manipulating to theirs “48h” rule.