Review of Zen InternetAll reviews of |
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That single unfortunate fact means I have the millstone of British Telecom (an oxymoron) and its decaying 19th century telephone cables hanging around my neck if I want to access landline telecoms for my business. Being stuck in the UK, with an infrastructure that was installed around the end of WW2, means that successful comms owe more to ju-ju than technology, and I needed an ISP that would help me get it without promising everything and delivering zilch. I finally joined up with Zen Internet because I got sick to death of failed connections, busy servers, vapourising ISP promises, terminally dim 'helpdesk' operators and incompetent Asian call centres who were at best unintelligible and at worst downright rude. None of them would stick their necks out and state the obvious (that my problems were entirely the fault of the telecoms provider - BT) neither would they provide me logs of my connection speeds and disconnects, despite being asked on numerous occasions. Mostly they hadn't a clue what I was talking about ...... The other ISP's I'd tried were wonderfully keen to take my money but, when it came to stumping up anything more than a mediocre 1Meg connection with free line-crackle, they all, without fail, refused to get involved. Zen did, they stood up to BT, and I'm sticking with them! Within a couple of weeks of signing up with Zen (after a spectacular spat with the particularly dishonest British ISP I was ditching) they had collected all the technical ammunition we needed to grab British Telecom by its corporate throat and force it, squealing in anguish, to finally provide me with a telephone line that would reliably support ADSL. My previous problems with dropped connections, slow and erratic speeds and disappearing email were all traced back to the dreadful state of the phone cables - which British Telecom have now had to replace at their expense (after sneakily trying to hit me a $700 bill) and this is all down to the expert help I got from the nice techie folks at the Zen helpdesk. I've only had the need to call them twice since (after 3 years) and the telephone was answered on both occasions within seconds, I was immediately put through to a techie who knew precisely what I wanted to know and who fixed my problems. Sorted! End of story. Nil drama. ADSL Heaven. It's not often over here that you can buy something that does exactly what it says on the tin - and more. When you can, you tend to stick with it. Zen're just a tad more expensive than most ISP's in the UK - but they deliver in spades. Top people! Followup comments:
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This can happen twice in an evening. On the whole a great customer services team and never has there been a day when I have been without internet. If you want a good all round experience then ZEN is a good one. This is by far the best provider I have used in this ever increasing demand for DSL products. I do believe that people with lower speeds like my one meg should be looked after more when I do not demand a higher speed. When the bandwidth does get changed I am always on the same speed anyway so getting cut off for no reason is the point I am making today. Thank you Ashley B Followup comments:
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No problems with the migration, everything happened within the time table they gave. The connection is extremely reliable. I have an 8mB package and am managing about 4.5. I'm in a fairly rural area, and about 3.5km from the exchange. Followup comments:
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After three weeks of hell due to intermittent static on our BT line (which Zen were powerless to help with) we finally got a very good service. However, his problem did bring up another of Zen's failures, a total lack of support after 8pm (5pm weekends). If I were a business, this would not be a problem but it's somethnig home users should be very aware of. However, maybe a year ago 50GB would have been plenty but we watch a lot of streamed content (BBCs iPlayer and others) and play a lot of online games (sometimes all three of us at the same time). We average good 2.5GB-3GB per day. This means we get through half our allowance in just over a week and have to severely ration ourselves for the next three weeks. There is an option to buy extra bandwidth at £1.50 per GB but we would need to spend an extra £60 per month or so if we didn't want to limit our enjoyment. There is an 'unlimited' business option but at £92.80 that is also way out of our league. We would be willing to pay £50-£60 for a 100GB cap option but there are no options between the £35, 50GB cap option and the £92, unlimited one. Sadly, we've come to realise that bandwidth is a much higher priority for us than customer support and reliability and will be moving away from Zen ASAP. I'm sure it's great for a household of one moderate user but it's totally unsuitable for a heavy user, someone who may want to regularly use streamed TV/film services or for households with more than one moderate user. Their technical is great (when they're in) but it's not 24/7 which is a surprise and an annoyance. Followup comments:
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Ordered the 8000 lite + bronze hosting. Total £22 per month Smooth order process. Used own equipment. Tech support are good and you don't have to wait hours and hours to talk to someone who know their stuff. Followup comments:
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So angry we cancelled the same day and migrated. Zen have been chasing us for £2.50 YES £2.50 ever since. Just had a phone call from a credit controller arguing and wasting 30 mins of my time saying they want the £2.50 Ive never been treated/spoken to so badly by a business in my life. What the hell is wrong with this company they certainly do not deserve any “excellent customer service” accolades at all. Chasing a very unhappy ex customer for £2.50 is frankly ridiculous. Patrick S Followup comments:
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Recommended! Followup comments:
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Zen Internet
undisclosed location
$35 per month (month by month)
about 2 days
"Very professional, Human operators not machines, UK call centres"
"Cost - but then you get what you pay for - especially over here!"
"Customer for life!"
Business customer
