I'm writing this because I feel I have no other option left. After days of wasted time, broken promises, and an appalling customer experience, I want to hold Zen Internet accountable. I’ll be sharing this across UK forums and social media to ensure no one else walks into this trap blindly.
1. WHY I CHOSE ZEN INTERNET
I relied on glowing forum reviews praising Zen’s reliability and service. I even turned down a £21/month 1Gbps offer from Virgin Media to sign up with Zen at £45/month for Full Fibre 900. As a home-based business owner with a smart home setup, I paid a premium for what I thought was a premium service.
2. THE BROKEN PROMISE (MARCH 25TH)
I signed in early March. Installation was confirmed for March 25th (the day my Virgin contract ended). I explicitly asked Zen: "What if the installation is delayed?" They repeatedly assured me that Virgin would not cut service until Zen was live.
Result: At midnight on March 26th, Virgin cut my service. Zen was nowhere to be found.
3. THE "GOSTING" & RESCHEDULING
• Customer Service: Wait times exceed 2 hours. Completely unacceptable for a "premium" ISP.
• Rescheduled to March 30th: I stayed home all day for an engineer. No one showed up. No call. Nothing.
• Pushed to April 1st... then April 2nd: After hours on hold, they promised an "update" on April 1st. Minutes after hanging up, I received an email quietly moving that update date to April 2nd. Not an installation date—just an update.
4. THE INSULTING "SOLUTIONS"
When I explained I have NO internet for my business and family, Zen offered:
• "Buy your own SIM card": They told me my lack of internet is a "personal expense" and they won't reimburse me.
• "The Hotspot Farce": They offered a temporary hotspot, then admitted they have NO STOCK. They literally told me the wait but no can’t confirm how long to wait I think I could be could be "a day, a week, or a year."
• "Wait on a list": I am currently on a "waiting list" for emergency backup that should have been provided on Day 1.
THE MOST DAMNING PART: ABANDONMENT
Zen Internet has known since March 26th that I have been left with absolutely no internet connection. They knew. And they did nothing. For six days, a paying customer has been abandoned entirely to fend for themselves. No backup, no priority fix, just a "waiting list" for a hotspot they don't even have in stock.
This isn't just a technical delay; it is a total failure of corporate responsibility. If you run a business or have a family that relies on connectivity, Zen Internet has shown they will leave you stranded the moment something goes wrong.
5. THE CURRENT SITUATION (Case: C-4480736)
I have been offline for 6 days. My business is disrupted. My family has no connectivity. Every promise Zen made has been broken. I am paying premium prices for zero service and zero accountability.
This isn't just a technical delay; it is a total failure of corporate responsibility. If you run a business or have a family that relies on connectivity, Zen Internet has shown they will leave you stranded the moment something goes wrong.
If anyone from Zen is reading this: I don't want automated apologies. I want the installation completed, and I want my out-of-pocket expenses for the emergency SIM I was forced to buy today reimbursed.
To everyone else: Think twice before leaving a working connection for Zen. Their reputation for service is, in my experience, a myth.
Since Zen has failed to provide a basic service, a confirmed installation date, or any immediate backup solution, I am now taking this matter public to hold Zen Internet accountable. I am sharing the full details of my experience (Complaint Ref: C-4480736) on the following UK consumer platforms and broadband forums to warn other business owners and families
Trustpilot (UK), ISPreview Forums, ThinkBroadband Forums, Reddit (r/UnitedKingdom & r/UKPersonalFinance), Moneysavingexpert (MSE) Consumer Forums, Digital Spy - Broadband & Internet, Google Reviews (Zen Internet HQ), and X (Twitter) @ZenInternet @Ofcom. I am done waiting for 'updates'
Zen Case 05920445
Zen Complaint Reference: C-4480736
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