Zen Internet Help

@CarlReader Hello Carl, i'm sorry that your connection has been down all morning. I understand how frustrating this is! Can i ask if you are able to send us a private DM please so we can look into this for you please? Thank you - NF

@ZenInternetHelp internet has been down all morning in Southend, when will it be back up? Website says one hour disruption but it’s been a fair bit longer.

@juxtabook Hello, can i ask if you are able to send us a private DM please so we can look into this please? Thank you- NF

@ZenInternetHelp Hi, but where are emails?

@ZenInternetHelp I have had an email about the new improved 'my account' I login and the useful stuff has disappeared. The email actually says I'll be able to "Manage email settings, hosting, and domain names" and yet there's nothing there. I asked live help and it said that it didn't know where those things were either... Where are they please?

@scalvert2408 Hello Steve, we are having an issue with our website, you can contact the sales team here: bit.ly/4aQjIH6 or send us a direct message for a callback 😊

@ZenInternetHelp I’m trying to sign up but your website is down

@SeamusOChan Hi there, we have implemented it so it should set itself up within 10 minutes but if not you can find the details you need in the customer portal to configure it, if you do need any support feel free to send us a direct message

@ZenInternetHelp I got connection problems and want to factory reset my provided Fritz box. Does it remember the connection credentials or do I have to find them again?

@Dr_KathN Hi! You can find those details in emails from us or by logging into your portal account at my-portal.zen.co.uk but please send those details to us in a Direct Message as to not publicly share them - Jordan R

@ZenInternetHelp very slow broadband today. Passing test but no test result available. Can you help as it’s virtually unusable it’s so slow

@kodiakmoonwolf Hi Matt! No worries at all, thank you for getting in touch. Feel free to DM them or email us at support@zen.co.uk. Alternatively, our support team are available via Live Chat on our website. Which ever is easier for you. - Matt P

@ZenInternetHelp hey team Zen, if I've got a couple of questions about my service and stuff, what's the best way? Can I email them or DM them? No issues etc, just want to understand what is and isn't possible

@vickywithazed Hello Vicky, I'm sorry to hear about your experience trying to reach us, so we can help please do send us a direct message, we'd be happy to provide some support via direct messages

@ZenInternetHelp I have no broadband and your phone line is constantly engaged. Please contact me asap

@Allygari Hello Ally, I have responded to your DM. Please note we are a little busying today so our response times are slightly affected. If you would like to contact our team for assistance please call them on: 01706902001 or by raising a live chat: zen.co.uk

@ZenInternetHelp please check DM

@ThomW96 Hello, i have looked over the case number provided and responded as requested. Thank you Nathan

@ZenInternetHelp case reference: 06039747. Can someone at Zen take a few minutes to send a confirmation payment email and close this case please. Four days to respond is a bit too long. R

We are currently experiencing an incident on our core network that is impacting services. Our engineers are aware of the issue and actively working to resolve it. For updates, follow the link: servicealerts.zen.co.uk/active/5/8803

@catsinspace001 Hello :) we can look at re-contracting your parents but if they are able to speak to us directly we can look at the price for them. If they are just re-contracting then the £15 set up fee would not be applied as they already have the connection going into their property - Nathan

@ztolley Good morning @ztolley and I'm sorry to hear that you were having issues reaching our website last night. I can confirm that this is fully online currently, so please re-test if you haven't already and try clearing your browser cookies/cache if still having problems - Jordan R

@ZenInternetHelp something up with the zen website?

@rjc_uk Thanks for raising this! Our Ethernet cables meet performance standards and work reliably for the vast majority of customers. In typical home setups, interference isn't an issue. If you're experiencing any speed problems, feel free to DM us and we'll be happy to help 😊

@ZenInternetHelp The Fritzbox router provided with your fibre service comes with a flat Ethernet cable, however there have been several articles lately showing these cables are prone to interference and therefore degrade the internet speed. Can you confirm the best way forward?

@Greenchti Hello Green, any known outages or maintenance issues are listed here: bit.ly/3UG3QkQ - if you can't see anything for your service or area please feel free to reach out to our teams so we can have a look at your service: bit.ly/4aQjIH6

@StuartWiddowson Hello Stuart, are you able to send us a DM so we can look into this for you please? Thank you - Nathan

@ZenInternetHelp How come I’m paying £35 pm for this ?

@andypandymoo Hi Andy! I'm sorry to have you've had some troubles signing up via the website, feel free to drop us a DM & one of our team will be more than happy to help :) - Zara

@ZenInternetHelp I tried to sign up to your service today but it kept failing on the DD details. They were correct. I'm not sure if it's a good sign of your service if I can't even sign up for it. Convince me otherwise (and fix your DD process).

@haywardollerton Hi Abigail, I'm sorry to hear you're unable to access the internet, I can confirm am outage has not long been reported in the reading area, in due course more information will be provided. Zara

@ZenInternetHelp Hi - my internet is down in Reading as of 1215 - is that a fault your end?

@jeupham Sorry to hear this, John. When you can, please send us a private message with your Zen username or account number, full address, and email address so we can investigate. Thank you!

@ZenInternetHelp My Zen broadband connection appears to have died. Can you check it for me please? (01252) 514372 Dr. John Upham

@LouiseX1 @WhichUK Thank you for sending a DM, i have sent a follow up response to you :) - Nathan

@ZenInternetHelp @WhichUK Check your DMs then.

@WhichUK how you award @ZenInternetHelp ISP provider of the year any year is beyond belief. Our move on your recommendation ended 26 years of flawless connection with 7 different providers, this lot just disconnected us & blamed OpenReach (5 days and counting). 😮