Zen Internet Bewertungen 15.238

The level of customer service & competency within Zen is laughable at this point. I've had mediocre experience with Zen in the last few years which should have been an indicator that something worse was coming.

Zen sent me an email about a month ago informing me that my landline would either be moved to VOIP or be dropped and I needed to decide what I wanted to do. I called Zen & was reassured by TWO different agents that they don't know where the email came from and that it was sent in error so NO CHANGES would be made and I didn't need to do anything.

Fast forward 1 month and I get an email from Zen billing saying thanks for your changes here is pro-rata credit for your account. Except I hadn't authorised any changes to my account, Zen had simply just cancelled my traditional landline without asking me or even informing me. I called them immediately and was hit with full on incompetence, I got put on hold around 4 times by one advisor as he was trying to figure out what had happened and by the end of the 30min phone call I had no answer as to why this had happened but I was simply told 'sorry we cant do anything about it right now'. I was promised a call back, and that a complaint will be raised. I am now over a week after the initial phone call and I had not had any contact from Zen about trying to help solve my problem, or about my complaint regarding the utter incompetence that has led to this problem and how it has been dealt with.

Zen have left a member of my family without any form of Landline where they rely on that landline for certain other family members to call them. Zen were barely sympathetic about their mess up and as I mentioned before, they've not even called me back to try and offer a solution for over a week.
I have two different accounts with Zen and pay them nearly £100 a month, I will be moving both of my services to a different provider after this. They are supposed to be the top rated provider hence why they charge more than your typical ISP, yet they cant even offer a customer a call back in a week why do I pay the extra cost of Zen vs other providers?

Zen have been really helpful throughout, including when I had an issue with my line. Their support team worked through the problem step-by-step until we diagnosed the point of failure and sent me a replacement part as soon as we got to the bottom of it. I was hoping to stay with them based purely on my experience with their support team but OpenReach aren't full fibre in my area yet, which I can get from other providers.

We've had Zen to the house broadband for a few years now and it works perfectly. Recently we had a problem with the AC adaptor and the technical team and in particular Alan in fault management was extremely helpful and saved me a large Openreach call out charge. Thanks everyone.

Great is you want a basic service, but definitely not for prosumer market. Their use of AI is much to really really annoy you when one agent contradicts the other.

They have lost their bright staff and favour for pathetic ai slop!

No different to any other ISP to be honest. Just got fibre to the premise for half the cost.

I had some connectivity problems with my internet service. Following some initial online correspondence which had not fully resolved the problems, I was telephoned by Rob Williams from Zen. Over a number of days reviewing connectivity, in a professional, thorough manner, he pin-pointed the problems, arranged for replacement hardware and ensured I had good internet access, resolving my problems. This kind of thorough, one to one back-up service seems rare nowadays, and backed up Zen’s reputation for good customer service. One very satisfied customer.

UK call centre a great positive. Internet speed very good.
Basic monthly charge is ok, but not so happy about paying an extra £9.95 a month to have coverage through house. Device for this is fairly large and obtrusive. Last internet provider supplied up to 3 extenders which were compact and plugged in to electric socket.

I have been a Zen customer for several years and have always been happy with their service. You don't wait in queues when you call. A knowledgable, genuinely interested and helpful member of staff will deal with your enquiry. I don't know many companies that put so much effort into their customer care and that's why they are consistently a Which? recommended ISP.

Today I called to move to full fibre following completion of the installation in my area. Adam was most helpful, answering all my questions and ensuring I had all the information I needed. To top it all off, I found there was no charge for the installation as I'm already with Zen. Can't wait to move from 23 to 155Mb/s!

Mostly good and consistant broadband delivered signal.

Initial call was passed over to other departments 5 times until I got the option to either stay with Zen or have no internet.
Once I was in that position I had no choice but to stay , however the lady in retention and the lady who then called me to advise about the fault (last 2 contact points) were excellent and helped me out no end

Excellent service would recommend zen

The connection is fast and reliable. Tech support is very good.

Made the requested changes to my services quickly.
Very friendly and efficient advisors

Elderly friend recently swapped to zen after reading about their award winning customer service. What an absolute joke that is.
You have left an elderly housebound woman without a phone line. Her husband is in hospital!
I could not get through to your help line as it was always busy. Got through to online chat eventually. To be told there was nothing they will do till 4th November! That is outrageous. The lack of care and understanding was shocking. Your agent, Zoe1 I think she called herself could not care less that my friend could not even call 999, let alone the hospital to see how her husband was. Where is your award winning customer service?
I had to rush out and buy her a prepaid mobile phone so I can at least be sure she can call for help and the hospital.
You cut her phone off on 28th October and won't do a single thing until 4th November!
Shocking, irresponsible and dangerously uncaring.

I deal with a real person who understands and deals with my situation and resolves without any issues.

Support staff were very prompt and courteous. They handled my query/problem efficiently and on time. Thank you

Guy turned up at my door at dinner time trying saying they installed my Fiber line, he said there was reports of slow speeds in area and asked me to check my speeds on my phone at the door. Was quite taken aback. When I checked he then asked who I was with. When I told him he then went into a sales pitch saying Zen could solve my speed problems. For the record I don’t have speed problems it’s just my front door is probably the furthest point from my router.

When he started his sales pitch about their router I stopped him and said I’d look into it as a courtesy. Didn’t appreciate the tactics he used and certainly don’t appreciate having sales people at my doorstep! Sort it out Zen!

After 3 week's correspondence no progress

Zen communicated all the way through ordering and installation and did well to overcome some delays with cabling provision.

Their router was easy to install and has been working 100% of the time since then.

Ongoing invoicing and admin communication has all been just as good.