Zen support

Thanks for choosing Zen. As a new Zen customer, we wanted to let you know exactly what you can expect to receive from us – our commitments to you and what they mean in practice. We like to think we’re a little different from other broadband providers, whether that’s our independence, our people before profits approach or the fact that we always try to put customers first.

To make sure that you know exactly what to expect from Zen, we’d like to tell you about our three core service principles, and our four promises that underpin them.

Service principles

Outstanding customer care

Personal service

Thinking ahead

If you’re wondering what those principles mean, they make clear our commitment to providing the very best customer service – exceptional customer care, personalised service and aiming to resolve potential issues before they become problems.

Our promises to you

Of course, these principles mean little if they’re not backed by actual commitments, which is why we’re making these four promises to all our customers:

We’ll do our best to keep you connected – from investing millions into our network, to providing you with a post installation ‘connectivity check’ and even giving you a free 4G hotspot loan in the event of a fault or delay in installation.
We’ll make things as simple and convenient for you as we can – which means an easy to reach support team – however you want to get in touch – getting rid of the jargon, and 24/7 access to help and support through your customer portal.
Nobody will work harder for you – when you contact our team, you can be sure that one of our experts will take ownership of your query from start to finish. What’s more, we’ve signed up to the voluntary auto-compensation scheme which means if you don’t get the service you pay for you can expect to receive compensation.
We’re there to make things right – from a service guarantee that gives you two weeks (after purchase) to cancel your contract, to a speed guarantee that will let you end your contract at any point if you’re not getting the speeds we promised. And, with a lifetime guarantee on your router, you’ll be entitled to receive a replacement if it breaks.

What else can you expect?

As a new Zen customer, you’ll also receive:

A free market-leading router.
A fixed price guarantee – the price you pay now is fixed for the full term of your plan
The free MyZen app (available on iOS and Android) – to make contacting us and managing your account even easier.
A monthly newsletter – with helpful guides, news and more.

And remember, if you ever need to get in touch, just visit our contact page and we’ll be only too happy to help.