Zen Internet broadband

by Adam
at 12:09 on 3 Feb 2010

Zen used to be great, and the actual BB provision still is.

Unfortunately their previously good customer service and billing team seem to have been replaced in the last year or two with some of the most unhelpful and dimwitted people I have ever spoken to.

It's a pity to see a once useful company spoilt like this, and I hope they'll get their act together again sometime. Report abuse

by Channing Walton
at 21:33 on 7 Dec 2009

I've been with Zen for 3 years and not had a single issue. Their staff were very helpful when I first set it up but I haven't needed to talk to them since...I am sure they are very nice ;) Report abuse

by darrow
at 11:06 on 23 Nov 2009

Zen are very reliable, as others have said, but they are expensive. If you absolutely must have high reliability then choose Zen. Their low download limits are becoming a problem for me. I am avoiding using Iplayer and internet radio to keep within the limit and it bugs me. I may take a chance and move elsewhere. Report abuse

by Nik m
at 20:42 on 13 Sep 2009

Trying to give whole picture here.. sorry in advance for the long review.

I live in a semi rural area, approx. 1.5 miles from exchange .

My first ISP was Pipex which at first they were ok, then they got bought out (I think) and everything went belly up, I was eventually forced to contact the people I thought would help (Otello) and what a joke that was. I threw in the towel and gave up, went with Virgin who literally couldn't provide me with speeds beyond half a Mb, less than dialup most of the time with speeds around 70-190kbps, It really took some proving with many phone calls/emails but eventually I was refunded and all my fees since sign up and released the 12 month contract[ don't even get me started on those!] from without fee.

Then, I met Zen, Liked the idea of a monthly contract (why don't more do that?) I had nearly signed up with them in the first place but went with the cheaper companies... as you do. I learned the hard way, very hard way but now I have had no speed issues at all, I am at a constant 6Mb which very occasionally drops to 3 or 4 Mb at peak times (6pm - 11pm) though this really is so occasional it really is not an issue but I thought to mention it to give total picture.

I pay for the service with a 25Gb limit which costs me 25 £ a month thereabouts. I've been with Zen for 3 years now.

Trouble is that my usage is increasing this past year as services on the web increase/improve, consequently the 25Gb limit is used rather too quickly which leaves me 'topping up' with extra bandwidth (priced at £1.46 per GB) at first this wasn't a problem but now its costing too much, simply too expensive.

It is now at the point where I'm using on average 50GB per month and the costs are getting astronomical just for a broadband service.

I realize bandwidth costs and quality tech know how are not cheap and Zen do provide a decent service (should be the UK benchmark IMHO) but to cap people at 25GB in this day is a little on the mean side though this limit was upped from 20GB recently! I belive they could do much much better on that side of things... I used my 25GB by the 9th September 09...

I think we should be able to get some kind of 'pic and mix' type service from Zen rather than the absurdly low usage limits we currently have. One such idea which would suit me great is a customer being able to choose a higher usage limit in exchange for a lower download speed.

I would happily sit with say. 2 or 3Mb down and 800kbps upload speeds with a 50GB limit for around 30£. and I believe many other would too! A survey required ?

At present I am looking for an alternative to Zen (and have been for several months) as the usage limits are bordering the ridiculous, trouble is finding one in my area ...both BE and O2 cannot provide their services because their network isn't yet operating in my area.

To be honest I'm at a loss on what t do, unless Zen increase the limits soon I'm going to have to seriously curb my families net usage, I'm understandably not eager to do that....so it's look for another ISP, I can't find one...and the circle continues :( Report abuse