Zen Internet Help @ZenInternetHelp Twitter profile

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Zen Internet Help

@ZenInternetHelp

2 years

We are aware of an outage across our network which our team of engineers is working on. We will provide updates on here as they are available. Really sorry for the inconvenience

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Zen Internet Help

@ZenInternetHelp

6 months

While we would prefer for it not to have happened, we are pleased to say the problem is now fixed. It was caused by an incorrect setting on a piece of our network equipment. We are investigating further to prevent future occurrences. We are sorry for any inconvenience caused.

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Zen Internet Help

@ZenInternetHelp

4 years

Great news! This morning's outage should now be resolved. If you are still experiencing issues, please try rebooting the router. If that doesn't work let us know so we can help. But hopefully we are all sorted now and our phone lines are back too. 👏😅What a start to the week!

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Zen Internet Help

@ZenInternetHelp

4 years

Our Zen elves were working hard last night. Some of you may have noticed there was a drop in service in the middle of the night. Thankfully the team was quickly on it with our supplier and we were able to have service restored by morning. For more info:

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Zen Internet Help

@ZenInternetHelp

6 months

Some of our customers may be experiencing an outage. Our teams are beavering away to get this resolved asap. We will keep our service alert (link below) updated. We take this very seriously and are really sorry for any inconvenience caused.

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Zen Internet Help

@ZenInternetHelp

4 years

We thought we would share a snapshot of some of the team working in their homes so we can continue to keep our Technical Support channels open. #StayHomeStaySafe #StayConnected

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Zen Internet Help

@ZenInternetHelp

3 years

This issue should now be resolved - we're seeing (and hearing) that customers are reconnecting. We are still keeping a very close eye on things. Thanks again for your patience.

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Zen Internet Help

@ZenInternetHelp

4 years

We couldn’t be more proud of our Tech Support team (some pictured here). It’s always lovely to hear feedback from our customers, including Rupert who messaged, “Just to say that all of you working to keep things running on the tech side deserve a huge amount of respect.”

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Zen Internet Help

@ZenInternetHelp

4 years

We have been notified of issues affecting several Broadband and Leased Line customers as of 09:15. Our Engineers are investigating and are working to restore the service back to normal. We will provide an update on here as soon as we can.

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Zen Internet Help

@ZenInternetHelp

3 years

We have some emergency maintenance planned for 11pm tomorrow night on one of our gateway links which may cause a brief drop in connection for some. Traffic will automatically be re-routed and it should take about 30 secs to reconnect. For more info:

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Zen Internet Help

@ZenInternetHelp

4 years

Good Afternoon. We are currently experiencing an outage which has resulted in a loss of service for customers in the North of England and Scotland. We apologise for the inconvenience this is causing and hope to have the issue fixed as soon as possible. Kind Regards Zen

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Zen Internet Help

@ZenInternetHelp

3 years

We are really sorry that some of our customers are experiencing dropouts due to a service impact. Our engineers are working to resolve this asap. Please try a reboot of your router as this is bringing connections back. You can follow updates here:

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Zen Internet Help

@ZenInternetHelp

2 years

An incident on our network impacted 1% of our customers on 19 & 20 Oct. We identified a software bug with our vendor which when resolved brought affected customers back on line. We are sorry for the inconvenience caused and we thank you for your patience and continued loyalty.

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Zen Internet Help

@ZenInternetHelp

4 years

Whoah! Where has this weather come from? It is causing some broadband disturbance. We are experiencing increased call volumes and have a longer wait time than we would like. You can check out this webpage for status alerts

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Zen Internet Help

@ZenInternetHelp

4 years

Another lovely shout out from one of our customers. These positive notes really do help keep us buoyed as we all work from our respective homes. #staysafe #StayAtHome #StayConnected

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Zen Internet Help

@ZenInternetHelp

4 years

Multiple suppliers are reporting internet connection issues in Scotland due to thunderstorms and flooding. Initially specifically around the Edinburgh area but the impact is now more wide ranging. For further updates please check

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Zen Internet Help

@ZenInternetHelp

2 years

At Zen we are deeply saddened by the passing of Her Majesty the Queen who dedicated her life to the service of her country. Our thoughts and condolences are with the Royal Family at this time.

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Zen Internet Help

@ZenInternetHelp

3 years

An issue we experienced earlier this morning which meant some customers lost connectivity temporarily has now been resolved. If your connection hasn't come back up by itself, powering down your router for 10 mins before restarting should do the trick - Sorry for the inconvenience

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Zen Internet Help

@ZenInternetHelp

3 years

We've a known issue in and around Worthing affecting approximately 300 customers. Our team is aware and actively working to diagnose and fix. You can follow updates on here. We are really sorry about this and hope to get you back online asap

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Zen Internet Help

@ZenInternetHelp

2 years

After overnight maintenance on our network some of our customers have not been able to reconnect this morning. In most cases a router restart is resolving this. Please do let us know of any instances where this does not work and we will investigate.

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Zen Internet Help

@ZenInternetHelp

2 years

Our Tech Support team will be operating slightly different hours during the Christmas period. Check out the table below for details and follow the link for more 👇 #Christmas #Support

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Zen Internet Help

@ZenInternetHelp

4 years

We're still experiencing the aftermath from yesterday's weather with a break on a supplier's line since circa 23:40 last night. Rest assured their engineers are working hard on it and hope to have it fixed later this morning. We'll keep you informed.

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Zen Internet Help

@ZenInternetHelp

4 years

Delighted to see our head of Technical Support featured in @ISPAUK 's #keepingbritainconnected campaign.

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Zen Internet Help

@ZenInternetHelp

2 years

Happy Thursday!! 😎 We’re here until 8.00pm tonight. Give us a shout if there’s anything we can help with! ~ Ashley

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Zen Internet Help

@ZenInternetHelp

4 years

We're so proud of our customer facing teams that have been working extra hard to keep everyone connected throughout this challenging year. It is why we support the @instituteofcs #servicewithrespect campaign.

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Zen Internet Help

@ZenInternetHelp

2 years

Happy Friday! We made it! 😍 We’re here until 8.00pm, so please send a tweet or DM if there’s anything we can help with! ~ Ashley

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Zen Internet Help

@ZenInternetHelp

4 years

Great to be supporting @officiallydale 's new podcast and the club in general.

Rochdale AFC

@officiallydale

4 years

Did you miss the first edition of our brand-new Podcast, which was broadcast on iFollow Dale before Saturday's game? You can listen again on @Spotify 🎧 Thanks once again to Richard Tang ( @zeninternet ) & David Brereton ( @MysonPages ) for joining us! 🤝 #RAFC

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Zen Internet Help

@ZenInternetHelp

2 years

After today's incident, many of our customers are now reporting they are back on line. Can we ask anyone impacted to please reboot your router one more time and if this doesn't work, please let us know so we can troubleshoot with you. Once again thanks for your patience 🙂

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Zen Internet Help

@ZenInternetHelp

1 year

@FingerlessGlovs Sorry! we do not provide an additional Ipv4 service at present

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Zen Internet Help

@ZenInternetHelp

4 years

Some of our customers have been experiencing intermittent connectivity issues this morning. We wanted to let you know that our engineers are investigating and will keep this page updated. Thanks for your patience as we sort this out for you.

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Zen Internet Help

@ZenInternetHelp

6 months

@InvisibleEagle0 Thank you for the words of support. Our techies got to the root of the problem and it is thankfully now resolved.

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Zen Internet Help

@ZenInternetHelp

4 years

Hi everyone, Our Network team are performing some emergency maintenance on part of our network which may cause a slight disruption in your service. More details can be found here:

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Zen Internet Help

@ZenInternetHelp

6 months

We are closed Easter Sunday, but some teams are available over the long weekend: 👉 Live chat and technical support Friday (29th), Saturday (30th) and Monday (1st), 9am to 5pm. 👉 Order management Friday and Saturday, 9am - 5pm. For more:

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Zen Internet Help

@ZenInternetHelp

3 years

We’re going Net Zero! We’ve officially declared our commitment to be carbon Net Zero by 2028. Find out more: #ZenZero #NetZero #sustainability #climatechange

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Zen Internet Help

@ZenInternetHelp

4 years

Flooding at the Edinburgh exchange continues to affect customers in and across Scotland. The exchange is being made safe to enter at the moment so work can start on diagnosing and fixing. Current ETA for a fix is 9pm tonight. Next update due at 3pm here

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Zen Internet Help

@ZenInternetHelp

4 years

Hi all I just wanted to reasure anyone who's checked on on the isbgpsafe tool that we have and always will keep our network safe and secure. We're looking into implementing RPKI protocol too.

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Zen Internet Help

@ZenInternetHelp

4 years

We're so proud of our customer facing teams that have been working extra hard to keep everyone connected throughout this challenging year. It is why we support the @instituteofcs #servicewithrespect campaign.

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Zen Internet Help

@ZenInternetHelp

3 years

@lomadia Hi again Hannah, one of our guys is tracking your stream to make sure it remains stable for the rest of your event. Hope it is all going really well 😊

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Zen Internet Help

@ZenInternetHelp

2 years

As usual, our Tech Support team are operating slightly different hours during the Christmas period. Check out the table below for details and follow the link for more 👇 #Christmas #Support

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Zen Internet Help

@ZenInternetHelp

4 years

While we are experiencing some trouble with our phone lines, it is possible to get through to us on this number: 01706254000. We will post updates on here as we know more.

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Zen Internet Help

@ZenInternetHelp

4 years

@ashb1964 I don't have a fix timescale yet I'm afraid, but the clever guys and girls are working really hard on it... In the meantime I'm not sure what to suggest, you've just missed Homes under the Hammer which would have been my go-to if I had an hour off work on a Monday morning!! :)

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Zen Internet Help

@ZenInternetHelp

2 years

Happy Friday! We made it! 😍 We’re here until 8.00pm, so please send a tweet or DM if there’s anything we can help with! ~ Ashley

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Zen Internet Help

@ZenInternetHelp

3 years

Our tech support team will be be running slightly different hours over the Christmas period. Check the table to see when we're open, and follow the link for contact details.

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Zen Internet Help

@ZenInternetHelp

2 years

Service update: Some of our customers experienced a brief drop in connection at 15.20 today. Our engineers were able to quickly solve this and all connections should be back online as normal. We're not expecting any further related issues.

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Zen Internet Help

@ZenInternetHelp

4 years

Good morning everyone. I'll be available till 5pm here for any questions and help. Phones and live chat for Support are open till 5pm as well. Yesterdays outage at Kendal was resolved last night 11:30 pm Chris T

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Zen Internet Help

@ZenInternetHelp

5 months

An error has been found on a network device at our headquarters in Rochdale and the network engineering team are currently working to resolve this. Impacted customers should start to see services recovering.

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Zen Internet Help

@ZenInternetHelp

4 years

We are aware of a large outage affecting multiple suppliers and providers this morning. Users will be connected but unable to browse the web. Our team is investigating with our supplier and working to restore service. We will update as we know more.

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Zen Internet Help

@ZenInternetHelp

3 years

Don't forget that our tech support team will be be running slightly different hours over the Christmas period. Check the table to see when we're open, and follow the link for contact details.

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Zen Internet Help

@ZenInternetHelp

3 years

Our tech support team are still running some slightly reduced hours until Tuesday. Check the table to see when we're open, and follow the link for contact details.

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Zen Internet Help

@ZenInternetHelp

1 year

Hi Again There is no additional fee for IPv6 :)

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Zen Internet Help

@ZenInternetHelp

1 year

@FingerlessGlovs Hi, FingerlessGloves! Additional Ipv4 addresses are not usually supplied However, if you would like to obtain IPv6 you can do this by emailing ipv6 @zen .co.uk If you require anything further please drop us a DM :)

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Zen Internet Help

@ZenInternetHelp

3 years

Power has been restored 😅 and all customers' services should have recovered. We are still keeping a very close eye on things to make sure everything's back to the order we love!

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Zen Internet Help

@ZenInternetHelp

3 years

@joncraddock Hi Jonathan. As long as the voltage and amp match the original one you'll be ok but if you can DM an email address or username I'll see what I can sort out for you as a more permanent replacement. Thanks, Chris T

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Zen Internet Help

@ZenInternetHelp

4 years

Morning folks. We are experiencing some issues with our phone lines this morning with some calls dropping. We are investigating and will resolve as soon as we can. In the meantime, we are available on here if you need support.

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Zen Internet Help

@ZenInternetHelp

4 years

Good morning. If you are in the Dundee area we are currently seeing connection issues starting around 8pm last night. This is affecting multiple ISPs. We are currently working with suppliers to get more information and fix times. Thank you Chris T

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Zen Internet Help

@ZenInternetHelp

5 years

Tech Support finished for the day. Don't worry though we're back tomorrow 9am till 5pm and Sunday 9am till 5pm. Enjoy your Friday night 🍿 🍻 Chris T

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Zen Internet Help

@ZenInternetHelp

5 years

We are currently experiencing a problem in Cardiff has left customers without service, we are investigating the issue and hope to have you back up as soon as possible. We apologise for the inconvenience and update will be posted via the below link:

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Zen Internet Help

@ZenInternetHelp

4 years

@ashb1964 @ashb1964 TMI Mate!! :) We're working on it though, hold on, our engineers are investigating the cause of the issues and we'll post more updates on our page just as soon as we have them - Cheers Kev

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Zen Internet Help

@ZenInternetHelp

4 years

That's it from us for today. We are taking a break tomorrow, but will be back online from 9am to 5pm Bank Holiday Monday. Our Contact Us page can be found here:

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Zen Internet Help

@ZenInternetHelp

5 years

We're aware of multiple customers who are unable to connect since 04:15. Customers will be experiencing a loss of service. We have escalated this incident to our suppliers, their engineers are currently working to restore service. Updates to follow.

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Zen Internet Help

@ZenInternetHelp

3 years

Don't forget that our tech support team will be be running slightly different hours over the Christmas period. Check the table to see when we're open, and follow the link for contact details.

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Zen Internet Help

@ZenInternetHelp

4 years

@Judiconnects Hi Judi, thank you for your comment, we will of course do all we can to help NEOCommunity and are on it. Thanks, Carole

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Zen Internet Help

@ZenInternetHelp

3 years

We have recovered power with broadband and colocation services back up and running 👏😅 We are now working towards ensuring all other services including web hosting and Zerto are restored promptly and our tech engineers continue to monitor and investigate 🧑‍💻👩‍💻

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Zen Internet Help

@ZenInternetHelp

1 year

If you're a Zen cPanel user, there's a new way for you to get the help and support you need. You can now raise support cases through live chat. Just use the link below (and don't forget to bookmark for future use!)

Live Chat For Hosting | Zen

www.zen.co.uk

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Zen Internet Help

@ZenInternetHelp

5 months

We're aware of an issue that is affecting some core services including cPanel, Hosting Services, DNS and Ethernet. Our teams are actively investigating and we are sorry for any challenges this is causing our customers. For updates 👇

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Zen Internet Help

@ZenInternetHelp

4 years

Morning, we've seen an issue at Letchworth exchange that will be affecting broadband customers. An engineer has been despatched and will provide further updates once he's had time to investigate. We'll keep you up to date with any progress made and thank you for your patience.

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Zen Internet Help

@ZenInternetHelp

2 years

The kettle has been on, and I’ve got a brew in hand ready to help you with your queries today! ☕ drop me a tweet or DM if there is anything I can help with 😊 ~ Ashley

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Zen Internet Help

@ZenInternetHelp

4 years

@NEOCatering Glad to hear the issue is resolved please let us know if you have any further problems. Jon

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Zen Internet Help

@ZenInternetHelp

4 years

@jangles Hi Neville. Thanks for the update. Super happy that everything is working again for you ahead of the Easter weekend. Thanks Chris T

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Zen Internet Help

@ZenInternetHelp

1 year

@emaildarkarts Hi Dan, This was due to the pro-forma being sent before the monthly pricing was changed and a credit was raised to cover the difference, I've followed-up via email to explain this further.

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Zen Internet Help

@ZenInternetHelp

2 years

Please be aware our call waiting times are longer than usual. Our team is working through these to get to as many of you as quickly as we can. We are advising customers that have not reconnected to power down the router for 30 minutes before restarting.

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Zen Internet Help

@ZenInternetHelp

5 years

Good Morning Everyone. We hope that your all looking forward to the weekend but if you have any problems then our tech support team are here to help, lines open at 9am :) Chris F

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Zen Internet Help

@ZenInternetHelp

3 years

@shuffletruffle9 Hey, I've already fed it back this morning that our updates need to include either the area code / locality. I'll also suggest notifications too 😊

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Zen Internet Help

@ZenInternetHelp

2 years

The kettle has been on, and I’ve got a brew in hand ready to help you with your queries today! ☕ drop me a tweet or DM if there is anything I can help with 😊 ~ Ashley

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Zen Internet Help

@ZenInternetHelp

4 months

@Steven_Derby Good afternoon Steven, Thanks for getting in touch, I can confirm this is a scam email - Please look at the top where the email is shown, this has no relation to Zen Internet Please feel free to get in touch with any in the future you're uncertain of! 🙂 - Alex P

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Zen Internet Help

@ZenInternetHelp

5 years

@Yorksfromhome @EEWdesign Hi, Our apologies for the inconvenience. Rebooting your equipment should now resolve the issue. Please see our service alert for further updates. Kind Regards, Zen

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Zen Internet Help

@ZenInternetHelp

5 years

Morning, we are currently investigating an issue where some of our users are either unable to authenticate their xDSL/FTTC connection or once authenticated are unable to browse. Sorry for the end of week trouble this will be causing you. Chris T

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Zen Internet Help

@ZenInternetHelp

2 years

Some of our customers are experiencing an outage in Sutton Coldfield and Harpenden this morning. We are looking into resolving this as soon as we can. Thanks to everyone for their patience 🙏 Harpenden: Sutton Coldfield:

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Zen Internet Help

@ZenInternetHelp

2 years

Don't forget to make a note of our Tech Support Christmas opening hours should you need any help over the holidays👇 #Christmas #Support

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Zen Internet Help

@ZenInternetHelp

3 years

@rdbrockbank Hi Richard, we have learned as a knock on effect to the power failure, DSL authentication has been affected. The engineers are on it to sort as soon as they can. Sorry for the mixed message on that, Rose

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Zen Internet Help

@ZenInternetHelp

4 years

@drlouisejmoody Hello Louise, Thank you for contacting Zen, I am glad to hear that your experience with Libby was a good one. I will pass on the Thank You :) to Libby and her Team Leader. Regards, Naeem

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Zen Internet Help

@ZenInternetHelp

1 year

@FingerlessGlovs IPv6 has no additional fees :)

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Zen Internet Help

@ZenInternetHelp

3 years

We had a brief outage on the Brixton exchange which started at 12:15 and resolved by 12:30 following our network team investigation. Sorry for the inconvenience. Regards, Rik A.

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Zen Internet Help

@ZenInternetHelp

1 year

@3736 Hi there, We only make changes to someone's IP if it has been compromised in a security breach and you're being targeted online by malicious actors. However, you can email our team at ipv6 @zen .co.uk - they will be able to assist you with the IPv6 query. - Foz 😊

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Zen Internet Help

@ZenInternetHelp

4 years

That didn't last long thankfully. All sorted and back up and running now. A reminder of our contact details here:

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Zen Internet Help

@ZenInternetHelp

5 years

@heliosfa @FrankieWard @zuantum Hi, unfortunately as Graeme has mentioned the engineers aren't carrying out internal work at the moment. So a new line install wouldn't go ahead. Chris T

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Zen Internet Help

@ZenInternetHelp

3 years

@indyscot12 Thanks for the shout out 😍👍

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Zen Internet Help

@ZenInternetHelp

2 years

Morning everyone! We’re here until 8.00pm so please get in touch if there’s anything we can help with! 😊 ~ Ashley

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Zen Internet Help

@ZenInternetHelp

5 years

Good Morning Were currently experiencing issues at the Lower Holloway exchange where customers may experience a loss of service, we apologise for the inconvenience this is causing and will post updates via the link below. Kind Regards Zen

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Zen Internet Help

@ZenInternetHelp

5 years

We are aware of an issue affecting broadband subscribers. Affected customers will be experiencing a loss of service. We have now escalated this incident to our suppliers. Remedial work has been moved from 09:30 to 10:30 due to local Police restrictions in relation to Covid-19.

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Zen Internet Help

@ZenInternetHelp

4 years

Just a reminder that we are online today until 5pm for any support queries you may have. And we will be back on here all day tomorrow too along with our colleagues in sales who can be got on 01706902573. Have a great bank holiday weekend

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Zen Internet Help

@ZenInternetHelp

4 months

@EmmaLEaster Hi Emma, I'm really sorry to hear you're having a problem with your connection. Feel free to DM us so we can assist you further. - Zara L

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Zen Internet Help

@ZenInternetHelp

10 months

@ACPCarnegie You're welcome Andrew, do let us know if you require any further support or assistance :)

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Zen Internet Help

@ZenInternetHelp

2 years

@KimWood42252122 To paraphrase the late great Brucie Forsyth "you are our favourite customer!!" 🙂

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Zen Internet Help

@ZenInternetHelp

4 years

We are open as usual today to support our customers and will be here until 5pm. You can drop us a message us on here, via email or by telephone if you need any support. Our contact details and regular hours are available here:

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Zen Internet Help

@ZenInternetHelp

4 years

Hi all, If you are in the Kettering area please be aware there has been a fibre break which is being worked on as we speak but will be affecting broadband services. Thanks for youur patience while this is being sorted.

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Zen Internet Help

@ZenInternetHelp

4 years

@VMCloudyMatt Hi Matt, yes, sure. We are updating our service alerts page and will provide details shortly.

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Zen Internet Help

@ZenInternetHelp

3 years

@paulcheek Don't worry we're all over it 🙂

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Zen Internet Help

@ZenInternetHelp

3 years

@OWC93 Sorry to hear this. No doubt TV will become the priority over the weekend too so let's get that sorted too! Can you DM us your Zen username/ID and the email address associated with your account and we can get someone from the team to look at your line and run some diagnostics.

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Zen Internet Help

@ZenInternetHelp

2 years

Looking for help setting up your broadband connection? Troubleshooting tips? Outage and maintenance updates? For all this and much more, check out our help and support page 👇 #Zen #Help #Support #Advice #Tips #Broadband #Email #Internet

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