Zen Internet Help

@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

@ZenInternetHelp do you have any outages at the minute I’ve had no internet since 5.30am and people are reporting issues with city fibre on down detector thanks

@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). 😮

@LouiseX1 @WhichUK Our support team are available to help, Louise all I ask is for you to drop us a DM & we can take a closer look at this for you :) - Zara

@ZenInternetHelp @WhichUK I'm already getting "lip service". I need action, not some passive "please wait a week while we connect you". 😣

@ppslim Hi Phil, I'm truly sorry that you've yet to be contacted by our support team regarding your query, so I can take a closer look into this for you feel free to drop us a DM & one of our team will be more than happy to help. - Zara

@ZenInternetHelp what's happening with the sales@ email address? It's been about 2 weeks from acknowledgment without a response. Echat claims escalation twice. Should I take this as a sign to come and cut my losses? I can't call during your office hours, hence the email

@yossi_olaya Hi Jose, I'm truly sorry to hear that you're experiencing a problem with your connection, feel free to drop us a DM & one of our team will be more than happy to help :) - Zara

@ZenInternetHelp are there any issues in Cambridge? For 2 days in the evenings everything in my FTTP is slowing down with >20% packet loss to the internet but 0% loss to Zen's gateway IP ...

@Lynette_C Hello Lynette, I am sorry to hear that your sister was made homeless. I cant imagine what she is going through. Is there any chance that you can get in touch with our billing team on 01706902003 with the account number or order number to sort this out please? Thank you Nathan

@ZenInternetHelp My sister moved in with me in Oct 25 but has been unable to contact you to cancel her account until today. She is currently homeless. She was told her "refund" had to go onto MY energy bill instead of back to her account? WHY? She paid the money, not me? 1/

@PlanetWilson Hi Mark, if you wish to port your telephone number to a different provider, all you'd need to do is place an order with the gaining ISP :) - Zara

@ZenInternetHelp if I want to port out my Voip number from Zen to another provider, what's the process?

@shed_retro Hi there! thanks for reaching out to us, I'm truly sorry that the switch over to us wasn't as seamless as it should have been so we can help take a closer look into this for you, feel free to drop us a DM & one of our team will be more than happy to help. - Zara

@ZenInternetHelp Transferred over from Lit Fibre last night and everything down this morning. You may want to advise customers that dynamic settings in some routers don’t work and they’ll need to change to PPPoE - supposed to be seamless. No mention of this in your emails. Not a good start eh?

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

@theevesmusic That's wonderful news! do let us know if you need any further assistance :) - Zara

@ZenInternetHelp It’s now back up and running but thank you

@ZenInternetHelp what’s going on with CityFibre in Edinburgh? No broadband since 3.50pm today.

@DamienMcCrystal Hi Damien, I'm truly sorry to hear that you're experiencing a problem with your connection, to help take a closer look into this feel free to drop us a DM & one of our team will be more than happy to help. - Zara

@ZenInternetHelp My internet is working very sporadically, far more off than on, in central London. I was talking to one of your staff about it when the service failed again, cutting me off. He hasn’t called back.

@No1coffeelover Hi Caroline, feel free to drop us a DM & of our team will be more than happy to help you - Zara

@Chanson1975 Hello Caroline, I'm really sorry to hear that! Please do either send us a direct message or contact us here: bit.ly/4aQjIH6

@ZenInternetHelp Over the last 2 days we’ve been unable to watch anything (streamed) it’s absolutely awful and I’m sorry but not being able to watch Stranger Things is absolutely killing us!!! #nointernet

@Shift_Dot Hi there, I'm sorry to hear your speeds aren't as expected, so our Technical Team can assist please do reach out to us, opening dates & times here: zen.co.uk/contact-us

@ZenInternetHelp Internet speed has been very bad for past few days, support hasnt helped one bit... i cant even get to reset my password on the account its that slow.

@ricekrizpi Hi Kryzpi, I'm sorry to hear that, so we can help please do send us a direct message

@ZenInternetHelp my internet has been really slow for awhile now i can barely even load the speedtest page ://