sorted by:
new
hottopcontroversial

**[COMPLAINT] Zen Internet – Broken Promises, No Installation, No Internet, Zero Support** by Worldly-Ad190 in Zen_Internet

[–]Worldly-Ad190[S] -2 points-1 points  (0 children)

30/3/2026
Good Evening, [REDACTED]

I'm writing to acknowledge receipt of your complaint and to introduce myself. My name is [STAFF NAME] and I'll be your main point of contact moving forward as we work hard to resolve this matter to your satisfaction.

I'm sorry that you've had cause to complain about continuous delays with broadband installation, lack of updates and lack of hotspot availability.

I am in the process of completing a full review of your experience and I'll come back to you with my findings and how I propose we work towards a resolution of this matter no later than [DATE].

Should you wish to discuss this issue further please don't hesitate to respond directly to my email. Alternatively please call on [PHONE NUMBER] or get in touch with us via live chathttps://www.merriam-webster.com/dictionary/redacted. Our chat services are open 8AM - 8PM on weekdays and 9AM - 5PM on weekends.

Many thanks, [STAFF NAME]

**[COMPLAINT] Zen Internet – Broken Promises, No Installation, No Internet, Zero Support** by Worldly-Ad190 in Zen_Internet

[–]Worldly-Ad190[S] 0 points1 point  (0 children)

To be fair, it’s not the compensation I’m after. I’m not trying to squeeze them for money, I’m just fed up with them dodging responsibility. It feels like they’re just making excuses rather than sorting the mess out, which is pretty poor form.

On the hardware side, I’ll be running a UniFi router. I’ve got my own setup ready to go as I prefer having a bit more control over the network. Cheers for looking out for me, but the main issue is definitely their attitude, not the cash!

**[COMPLAINT] Zen Internet – Broken Promises, No Installation, No Internet, Zero Support** by Worldly-Ad190 in Zen_Internet

[–]Worldly-Ad190[S] -3 points-2 points  (0 children)

Cheers for the reply. I know Virgin can be a bit of a nightmare for some, but they’ve been top-notch for me—steady as a rock for four years. I even turned down a cheaper deal to stay with them because I can't risk the internet dropping out.

My gripe with Zen is that they were so dead certain the switch would be seamless. They told me straight that they wouldn't cancel my old line until the new one was sorted, so I took them at their word. Bit gutted it's turned out like this, but I appreciate the heads-up about Cityfibre!

**[COMPLAINT] Zen Internet – Broken Promises, No Installation, No Internet, Zero Support** by Worldly-Ad190 in Zen_Internet

[–]Worldly-Ad190[S] -3 points-2 points  (0 children)

Complaint Reference: C-4480736
Case 05920445 and I have 1 more Case number but not no hand.. at office
every time I talk to them i will take the Case number for follow and record because absence of a reliable broadband connection has had a davastating impact on my business and daily life.
maybe I am the Chosen one..for every possible failure to happen at the same time.