Zen Internet Automatic Compensation for Broadband Faults
What Zen Internet says it pays for delayed repairs, missed engineer appointments and delayed activation, how you are paid and what to do if it does not arrive.
Zen Internet gives automatic credits for delayed provision, delayed repair and missed appointments. Consumer Protection UK is independent and is not connected to Zen Internet. This page sets out what Zen Internet itself says on its official page, checked on 4 October 2026.
What Zen Internet Says It Pays
| Problem | As Zen Internet states it |
|---|---|
| Delayed provision | £6.46 a day from the promised start date until the service is active |
| Delayed repair | £10.34 a day for a total outage not fixed within two working days of reporting |
| Missed appointment | £32.31 when an engineer fails to attend or cancels with too little notice |
How and When You Are Paid
Zen says credits are applied to your next billing statement after the event (the missed appointment, the activation date or the repair).
If You Have Not Been Paid
Zen asks you to wait before asking: 15 full days from the repair or activation date for delayed repair or provision, and 7 full days for a missed appointment. Then contact its customer service team.
It covers home broadband and landline only, not mobile. See our guide to broadband compensation for delayed repairs for the scheme as a whole and a ready-to-use letter.
If It Still Is Not Resolved
If Zen Internet does not put it right, the scheme named in our guide is CISAS. See the full Zen Internet complaints guide.
Related
Sources
Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.
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