I recently upgraded from ADSL with Zen to their unlimited fibre product
Initial estimates for the line were 61Mbps down and 20 Mbps up, so I signed up for the upgrade. The speeds were good for the first 13 days and I was very happy
Now the speeds have dropped right back and after speaking with Zen, have been told the following by their support department:-
"I have reviewed your connection details and I can see the original advised Estimated connection speeds were 61mbps Downstream and 20mbps upstream. The connection speed range allowed for your connection, as advised by OFCOM, is between 43.04mbps and the advised 61mbps for the downstream service and throughput should not fall below 35mbps.
Therefore, as your current connection speed is 47.6mbps Zen would not be able to log a fault with Openreach for investigation, there are diagnostics that can be completed to try to increase the speed of the connection, for example ensuring the connection is made to the Openreach Modem from the Openreach installed pre-filtered master socket, with no other devices connected to the line, using the supplied cabling."
I feel that this situation is not good and feel I have been misled; as I have only had the FTTC since 14th October, the promised speeds lasted for a very short period of the one year contract. Surely, if the initial estimated speeds were reached for the first 13 days of the contract, there is no reason that they should have dropped to just above the OFCOM standards as the line was obviously capable of those speeds?
I have been a happy customer of Zen for well over 15 years for home & business ADSL and for Leased Lines for business and feel they are the best ISP, but feel that this has taken the edge off their reputation for me. I feel let down but this speed reduction is probably due to BT rather than Zen . . . .
Have any other people experienced such speed drops after initial estimated speeds?