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United KingdomGreat customer service from Matthew Gaughran when purchasing Zen Internet for my mum, so knowledgeable.
United KingdomRather a shambles. Not as good as they used to be. Their emails don't make sense; they make assumptions that are incorrect. The technical people are great, but any reassurances given by technical can then be withdrawn by other departments as the customer data is incorrect. They cut off your landline without warning, even though you've asked them not to twice.
United KingdomThe 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?
United KingdomZen 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.
