Forum Topic

Zen internet = unprofessional bullies

I feel driven to post about my experiences with Zen.co.uk in order that it might save someone the stress and frustrations I'm having.  I bought domain names from them last year.  They were cheap.  (Now I know why!)  I decided to keep a few of the domains and stop 3 of them, which I no longer wanted.  Before that happened I kept getting emails and phone calls from them saying payment was due on these domains, although, when I checked, they weren't due for 2 months.  I didn't think anything of it.  Then I got a call from them saying I should pay up as my services had been suspended.  When I checked, Zen had taken ALL my domains off line, defunct, kaput....even the ones which were fully paid up and didn't need renewing.  These domains were linked to my websites.  They'd been inactive for over 3 weeks!  That meant my websites had been offline for 3 weeks. Long story short - they forced me to pay for the domains I no longer wanted in order to get those I did want back online.  They are now bullying me again to pay for other domains which don't expire for 2 whole months!  Again, the threat?  To pull all my services once more.  If anyone has anything they can say to help me deal with them, I'd be grateful.  Their phone calls are something else.  It's always a woman too, which never ceases to surprise me.  I am completely lost as to what I should now do although I have written to them making a complaint.Don't use.  Steer clear.  Bad, bad experience for me.

Angela White ● 5298d11 Comments

Just got a call from Zen.  The man there was at as much of a loss as I am to the policy of cutting me off entirely.  However, I still have a letter telling me that's what's going to happen if I don't now pay for other services I wish to cancel.  He's getting back to me!

Angela White ● 5297d

I'm amazed Angela, I've been with Zen for a decade or more and have found them helpful, responsive, endlessly patient with my computer-related incompetence and idiocy and all round good eggs.The boradband service costs a bit more than others but it is so solid and the technical support line are always so lovely that it's nearly a pleasure to pay them.I'm sure they will sort this out for you.

Sara Nathan ● 5297d

I have also had Zen Internet for ten years and stay with them because of the excellent customer service even thought they are more expensive.I'm really amazed to hear you've had these problems as I have always experienced model service.Good luck sorting it out - I hate those kinds of problems as I don't really understand them.

Anna John ● 5297d

Well it's good to hear that they can behave themselves.  I don't have internet with them, just the domain names.  The chap rang me back this afternoon again and I have to say he's been very pleasant and he is trying to sort this problem out.  He agrees the policy is unreasonable and there's been "some sort of mistake".  Seems to me that this isn't a mistake, it's standard procedure until of course someone makes lots of noise to correct it.  I'm not sure it won't happen again but he's assured me it won't.  Don't believe them as it's now happened twice so we're putting it in writing.  I certainly won't be renewing with them.

Angela White ● 5297d

Isn't Zen the broadband service that always gets the 'Which' best buy?I have found 1&1 very good when applying for domain names and other internet services.

Bob Crossley ● 5297d

Yes it wins awards all over the place - which is why Angela's sorry tale seems so out of character.Sounds like it's about to be sorted though. They really aren't - from my experience - a scruffy outfit.

Sara Nathan ● 5297d

Thanks Bob for the tip. I really do hope they sort it but I'm not confident.  Perhaps they're ok with the broadband stuff and fall down big-time with the domain and hosting side.  Never experienced anything like it.  Oh, wait a minute, yes I did, on this very forum!! ;-)

Angela White ● 5297d

I suggest you consider transferring the registration of the domains to another company.  Host Media UK seem quite friendly, and in my (limited) experience will readily respond to an exploratory e-mail.  www.hostmediauk.com

Richard Jennings ● 5297d

If you register your own domain name then you have a lease on the name for a period defined by the registration authority, and the normal conditions are that you can extend the lease for another fixed period, or agree to sell the lease, or allow the lease to lapse at the end of that period. There may be an arrangement covering late renewals. The name itself is, and remains, owned by the registration authority. An Internet Service Provider (ISP) will normally arrange the lease and provide routing and website facilities, but you are the owner of the lease and you can choose to transfer to another ISP, although there may be some financial penalty or a variation in the end date of the current lease. The exact conditions depend on the particular registration authority. If necessary you can contact the registration authority direct, for example if your ISP ceases to provide the service.

Chris Bell ● 5297d

Many thanks Chris and Richard for your advice, which is very welcome.  I had thought of transferring to another company but the company I've been with for years and was happy with has now sold to another company and I wasn't confident it wouldn't be out of the fire into the frying pan so to speak.  Good to have a recommendation.  Thank you.

Angela White ● 5297d

Have a look at nethosted. Small UK based company, very very responsive. You could move the domains you want to keep to them and then tell where to go with the others.

Adam Hammond ● 5293d