I am leaving Zen now after almost 4 years with them (on FTTC). The service is overpriced for the quality they provide IMHO.
I experienced a serious download drop 2 days ago, chatted with the support, they could not help, so for me it was the last straw.
Maybe they are good for someone, unfortunately not in my case.

In reply to a post by zebsyzebs:

Hi,

I'm with BT but thinking about moving to Zen.
Couple of questions:

1. I noticed during the sign up process that they don't give you a choice of install date, they have to do that manually after you sign up and pay. This doesn't give a great first impression, compared to say plusnet or vodafone, who let you choose an install date on their website.

2. Are the Zen customer services as good as they say?

TIA,

Zebs

Iv'e been with Zen now for 23 years and in all honesty iv'e always had excellent service.
I know of Zen well and to this day have not put my finger on why others find the service poor at times.

What I will say in that if you find the customer service poor or not to your liking, you need to file a complaint so that the staff member involved with your query gets a chance for their input as to why you the customer are struggling to get the service you desire.

That's the correct procedure for Zen.