Experiencing problems with your Zen broadband service? Here’s how to find a solution, contact the provider, and get your issue resolved – and what to do next if all else fails.
Zen Internet help number, customer service, and billing number
For all customer service issues around broadband – including technical support, account issues, and billing – Zen Internet uses the same number:
01706 902001
The technical support team is available Mon-Fri 8am-8pm, Sat-Sun 9am-5pm.
Customer service for other issues, including billing, is available Mon-Fri 9am-5pm.
Zen Internet help online
A huge number of help articles and resources are available on the Help section of the Zen Internet website, which should help you troubleshoot a lot of issues. You can also access customer forums to share issues and tips, and see service alerts.
Zen Internet has a YouTube channel too, full of how-to videos.
And finally, you can also email your query to support@zen.co.uk.
Zen Internet help online chat
Live chat is available on Zen Internet’s website. You can choose which team you need to contact, and they’ll make sure the right person speaks to you.
Zen Internet sales number
For new Zen Internet sales, call 01706 902573.
The sales team is available Mon-Fri 9am-5pm, Sat 9am-5pm.
Zen Internet down? Here’s what to do.
Start by resetting your router to see if that solves the issue.
If not, check the service status and outages for your area. You can do so via the Zen Internet website, or an independent broadband outage map. (You’ll need to use your phone’s 4G to do so, of course.)
If there is indeed an outage in your area that Zen and/or Openreach are aware of, you may need to just sit and wait for it to be fixed. This usually takes a couple of hours, but you can contact Zen for more information.
If no outage has been reported, get in touch with Zen using the customer service methods above. They’ll investigate, and either look into solving the problem on their side, or talk you through troubleshooting at home.
Zen Internet complaints
Any complaints should first go through the normal Zen Internet customer service channels, as listed above.
If doing so isn’t successful, or if you aren’t happy with how the provider handled the issue, you can escalate it.
See the full breakdown of Zen’s complaints procedure on their complaints page, including the full code of practice.
How to report a Zen Internet complaint the right way
First, go through the normal customer service channels as above. An advisor will investigate and help you solve any issues.
If you’re not happy, you can ask to be escalated to the specialist complaints team, where your query will be treated as a complaint. You can also contact them at complaints@zen.co.uk. At this stage, you’ll be assigned a dedicated Complaints Resolution Manager. They’ll conduct a full review of your issue, the history of your account, and your interactions with Zen to try and find a resolution.
If necessary, you can escalate this further to the Customer Excellence Manager or to the Head of Customer Excellence.
Didn’t get your problem resolved?
If you cannot find a satisfactory resolution with Zen, the next step is to bring in an independent adjudicator.
Escalate your issue to an Alternative Dispute Resolution process through CISAS. CISAS is the Communication and Internet Service Adjudication Scheme, which is Ofcom-approved and managed by CEDR (Centre for Effective Dispute Resolution).
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