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Zen UK has a rating of 2.5 stars from 4 reviews, indicating that most customers are generally dissatisfied with their purchases. Zen UK ranks 110th among Internet Service Provider sites.
Tried many providers and Zen as by far the best. Not the cheapest but super reliable which is very important for me as I work from home.
We were Zen customers for several expensive, slow, but reliable years. Simply because Which? Consumer magazine claimed they had the best customer service. However, that was something we never needed to check. Until the speed of our broadband became so slow we could no longer use it. We contacted them by email. No response. We tried phoning, but after 45 minutes in a queue, gave up. We moved to Sky. Twice the psd, half the cost. But Sky could not deliver on time so we cancelled and stayed with Zen. Who lost our landline connection an our phone number. That was 5 months ago. Occasionally we get an email or letter, but they seem unable to do anything useful, and I really don't think they care, or even think it's a problem. I suspect their customer service department is one person who works a couple of times per week, and is incompetent and forgetful. They might be the worst company in the world. There seems to be nothing we can do, and nothing they can be bothered to do.
We were Zen customers for several expensive, slow, but reliable years. Simply because Which? Consumer magazine claimed they had the best customer service. However, that was something we never needed to check. Until the speed of our broadband became so slow we could no longer use it. We contacted them by email. No response. We tried phoning, but after 45 minutes in a queue, gave up. We moved to Sky. Twice the psd, half the cost. But Sky could not deliver on time so we cancelled and stayed with Zen. Who lost our landline connection an our phone number. That was 5 months ago. Occasionally we get an email or letter, but they seem unable to do anything useful, and I really don't think they care, or even think it's a problem. I suspect their customer service department is one person who works a couple of times per week, and is incompetent and forgetful. They might be the worst company in the world. There seems to be nothing we can do, and nothing they can be bothered to do.
Tip for consumers:
Do not believe the good reviews as there are some, amongst the real reviews
Products used:
Broadband
Tried many providers and Zen as by far the best. Not the cheapest but super reliable which is very important for me as I work from home.
I have been with them for 6 months; in six months I will be leaving. Why, they are not superior as they claim. Their lines are run on BT lines just like any other internet company in the UK, and their customers service is just like any other internet company in the UK.
I had need to call to ask questions. When I got through I had the call be put on hold/mute indefinitely at least three times. Due to my considerable knowledge of call centres (particularly talktalk/bt) I knew that this is a tactic that call centre staff use to force you to go away. Of course making sure that they dont actually tell you to go away, or be caught in any way putting the phone down on you.
I also had the privilege of one of them saying that she had no details about myself (again due to my considerable experience of call centres I knew this to be a lie) and later after I sent an angry email to them about what had happened, I was proved to be correct, as they was able miraculously to find all the calls I made - how strange!
There is nothing different about this company from talktalk, bt, plusnet et all...
[UPDATE - long overdue]
This company did not like the following review about what they did and had it effectively removed from trustpilot, so I place it here as a permanent reminder to both trustpilot and zen-internet that they maybe able to remove from one site, but cannot expunge this from the web - enjoy:)
My experience with Zen could be indicated by how it ended; one morning I called five times only for their call centre staff to end the call while I am talking on each occasion - without even bothering to ask who I am; I then receive notice that they are ending the contract on the Friday to which they did.
Why, because I challenged them that they already have the caller details on the screen in front of them, and therefore have no need to put me through the spanish-inquisition - and putting the phone down five times on the trot, without asking my details is an clear indication that they knew who was calling and therefore I was correct.
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Zen Internet, an independent Internet Service Provider (ISP), has been delivering services to business and residential users in the UK since 1995. Led by founder and Managing Director Richard Tang, Zen's mission is to provide the best ISP service in th...
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