Zzoomm Full Fibre broadband Avaliações 7.586

I have had a contract since December 2024. The initial installation and connection went without a hitch and the service seemed to be good, with both stable connection and good inernet performance. However I had a problem with loss of signal on the evening of the 28th May. Unfortuntaly the helpline closed at 7pm and the disconection commenced after 7.30pm. The following day I completed the diagnostic tests etc and was advised it would be raised with their technical team. I recieved an email on the 30th May and was advised an engineer would attend on the Wednesday 3rd June between 8am and 12pm. Zzoomm state in their email that if the engineer attends and your not in they may charge you for the missed visit. Ironically the engineer artived at 2pm. I was without a service for 6 days. The problem was the fibre connection between the house and the telegraph pole, it was damaged and needed to be replaced. Once replaced the service was back to normal. I requested compensation, whilst it was offered i didnt think much of the offer as previous experience with another provider, Vodaphone, was much more generous. In terms of both loss of service and a missed appoinment. Having looked at Ofcoms website I can see why. Some ISP providers sign up to an automatic compensation scheme. Unfortunatley Zzoomm isnt one of them. I have a whitebox connected to the service and in the last month it registered 38 discoonections, most for a few seconds. Most disconnections were during the night ot early hours of the morning, which might due to maintinance being performed. Some were during the day, but these might be due the failing fibre optic connection. Hence my title to the review, a mixed bag. Initially good, but recent experience not so good.

I have been a local customer but the lack of service this past week is terrible.
I have been without broadband for 4 working days and they haven’t even investigated why yet. I have made 4 phone calls and had no call back.
The technical team have emailed me with only the online trouble shooting list from their website. Nothing from that works and they still will not send an engineer out to fix a service that isn’t working. Especially after their website says they did maintenance in my area the night it went off. Clearly something an engineer needs to fix.
Do not use this company if you need to work from home regular like me!

Mary was very understanding & listened to my concerns. I feel Mary has done her utmost to resolve the issue. I thoroughly recommend Mary for the service she provided. Thank you 😊.

Mary was very helpful and understanding. 5 stars for her help. Excellent service.

Signed up then wanted to cancel during cooling off period. Emailed Zzoomm to inform them, rather than acknowledging this I got a phonecall asking why and claiming (incorrectly) that I could only cancel verbally. Then got transferred to the "Loyalty Team" who left me on hold. For those interested, it is this sort of behaviour that made me change my mind about using Zzoomm.

Rooxane was very pleasant to talk to and was clear with what she was going to try so to resolve my issue with intermittent Internet connection, Rooxane quickly trouble shot the issue and also said that my issue would be monitored and to re contact the support team if the issue came back, very happy with the service provided by Rooxane..

Great service. My elderly dad was having issues with his Internet, Omar came and fixed it and in no time he was back up and running. He was really friendly and knowledgeable would definitely recommend.

The engineer was thorough and persistent, eventually had the issue resolved

WiFi fitted by Omar Razak, quick installation, friendly and explained the steps he needed to do :)

Mary was great, attentive and did the best help a man who could ask for
Thank you for your help today ✌️

Omar Razak was amazing and didn’t leave until the issue was sorted, very professional.

I signed up with Zoom after seeing an attractive offer for 2.3Gb broadband at around £30 per month. As my existing contract was coming to an end, it seemed like a great opportunity to upgrade.

Firstly, I want to give credit where it's due. The engineer, Omar Razak, who installed the service was excellent. He was professional, knowledgeable and went above and beyond to ensure everything was set up correctly. I have absolutely no complaints about the installation process.

Unfortunately, the problems started almost immediately after activation.

Despite paying for a 2.3Gb service, I never saw Wi-Fi speeds anywhere near that level. In fact, I never recorded Wi-Fi speeds exceeding 1Gbps. More concerning was the inconsistency of the service. Speeds would frequently drop to around 30-40Mbps and, on some occasions, fell below 3Mbps. During the evenings, the connection became so poor that even watching YouTube videos was difficult due to constant buffering and lag.

When I first contacted support, I was advised to restart the router. After doing so, my Wi-Fi network name changed from the default router name to ZZOOMM-XXXXXX, meaning I had to reconnect and reconfigure every device in my home. This was frustrating and unnecessary.

I later contacted technical support again and was told that changing the Wi-Fi channel should resolve the issue. After another restart, performance improved for a few weeks before the same problems returned.

When I contacted support for a third time, I was informed that the engineering team would make some adjustments remotely. Since those changes were made, I have had no internet connection at all.

One of the main reasons I chose a full-fibre broadband service was because I work from home and depend on a reliable internet connection to do my job. Since losing connectivity, I have been unable to work remotely and have effectively been forced to take time away from work while waiting for Zoom to resolve the issue.

This has created additional stress, as I now need to discuss the situation with my manager and determine whether the time lost will need to be treated as annual leave or handled in another way. A broadband outage is inconvenient for anyone, but for customers who rely on their connection for work, the impact can be significant both professionally and financially.

What has been particularly frustrating is the lack of urgency shown in resolving the issue. Every time I contact customer services, I am told that the matter has been escalated to the technical team and that resolution could take between 24 and 72 hours. While I am repeatedly told the issue has been escalated, there is no way to speak directly with a manager or escalation team. Communication is handled through email, requiring customers to wait for responses rather than being able to discuss the issue with someone who can take ownership of it.

The customer service experience has been extremely disappointing. On two separate occasions, after I had clearly explained that I had no internet connection whatsoever, technical support agents asked me to perform a speed test. If there is no internet connection, performing a speed test is impossible. It felt as though the agents were simply reading from a script rather than listening to the issue being described.

At the time of writing, I am still waiting for a resolution. Apart from an email requesting additional information, there has been no proactive communication, no phone call from a manager, and no clear indication of when the service will be restored.

The broadband package looks great on paper, and the installation experience was excellent. However, the service reliability and customer support have been extremely disappointing. If reliability and peace of mind are important to you, I would recommend considering one of the more established providers, even if it costs a little more. A cheaper price is of little value when the service does not perform as advertised and support struggles to resolve problems effectively.

EDIT: 15:42

just had the below email coming through after requesting an update after 24 hours of no broadband:
Hi,

I appreciate this, but it can take up to 24 hours for our network team to investigate.

As soon as I have an update from them, i will let you know.

Thanks,
Dxxxx
Technical Team
Zzoomm plc

So thats another 24 hours, potentially no broadband for 48 hours and possibly beyond. Well done Zzoomm.

Firstly, I shouldn`t be getting problems, having said that the chap, Mark Ivhann, who talked me through the options for a better Wi-Fi distribution was very helpful and explained things very well. I hope it works but it`s to soon to say. It`s easy to get through, waited about 10 mins but some of the agents have accents which are hard to translate. I`m keeping fingers crossed.

I placed my order with Zzoomm on 5th May and, as of 3rd June, I'm still without broadband.

I cancelled my Vodafone contract and put my trust in Zzoomm to get me connected, but the whole experience has been extremely disappointing. Since placing my order, I've had three engineer visits and had to make sure I was at home for every single one of them.

During the first visit, I was told the installation couldn't be completed because the fibre cable work hadn't been finished and that civil engineers would need to sort it out first. After waiting for further updates and another appointment, an engineer visited again but the issue still wasn't resolved. Today, during the third visit, the engineer spent around an hour on site before telling me that the civil engineering work had not been completed properly, meaning the installation still couldn't go ahead.

I've now wasted an entire month waiting to be connected and several hours sitting at home waiting for engineer appointments that achieved nothing. Despite all the time and inconvenience, I am still without broadband and no closer to getting connected than I was when I first placed my order.

At this point I'm seriously considering cancelling my order altogether. Poor communication, poor planning, and a very frustrating experience from start to finish.

Khalid was very helpful and answered my query in a swift and professional manner. The service I received was not only professional it was resoectful and courteous. Thank you Khalid.

This company does not take a hint... I have been visited several times from sales people knocking on the door, each time I have told them I am not interested and I want my address blacklisted from people calling at my home. On one occasion I was visited by 2 sellers in the afternoon, I told them I wasn't interested...they left, then at 8.30 at night the same day the same 2 people called again!!!
I have contacted zoom to ask that no more callers visit my property. The person on the phone claimed they could only stop people calling if I create an account!!! I told them I shouldn't have to, I then asked to make a formal complaint. Only to be told that I cant complain without an account as well!!!

I am extremely angry now as the action are bordering on harassment

Jonathon was professional and very knowledgeable.

Paul Lambert and Tom Ball were our Zzoomm engineers today 3/6/2026. Both lads were efficient, clean and tidy doing the installation, they were polite and explained what they were doing. Everything is up and running now, speeds not great at the moment, but possibly waiting for the latest updates.

When my partner had tried to reset our router due to dropping wifi issues, the internet had stopped completely. James was very patient and talked me through each step, to try and isolate and fix the problem. He was very kind, and repeated instructions when my kids, were interrupting in the background. We found the cause, and was able to fix it very quickly soon after. James was very helpful and courteous throughout, making sure the wifi was fully operational before us ending the call.