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ISP Representative Azzaka
(isp) Tue 13-Nov-12 09:58:58
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Re: HG612 Modem Settings


[re: ToneDeaf] [link to this post]
 
Thanks Bud,

I'll check into it this morning for you.

Kindest Regards,

Leo Goile
---
ZeN Internet
Technical Support
ZeN are recruiting! Click here to view the opportunities available.

I Sync', I Auth', therefore I am.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User ToneDeaf
(member) Thu 15-Nov-12 22:48:08
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Re: HG612 Modem Settings


[re: ToneDeaf] [link to this post]
 
As we move onto Fri 16th Nov - this will be my 4th weekend with no broadband connection.

When I signed up for Fibre Active, I didn't appreciate that the technology was going to be so complicated that neither Zen nor BT could get to the nub of the problem in a reasonable timeframe.

Most of BT's efforts, to date, appear to have been devoted to finding faults with my line (supposedly!!) closing down the issues as soon as possible and resetting the clock. Therefore, according to the stats, my current problem is only 2 days old.

I supppose I had better put some more credit on my 3G dongle account!
ISP Representative Azzaka
(isp) Fri 16-Nov-12 10:02:02
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Re: HG612 Modem Settings


[re: ToneDeaf] [link to this post]
 
Chasing this again for you.

The BTW Team who are supposed to be dealing with ths have still not responded to our queries. I will try and push them again for you.

Kindest Regards,

Leo Goile
---
ZeN Internet
Technical Support
ZeN are recruiting! Click here to view the opportunities available.

I Sync', I Auth', therefore I am.
Online
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).


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Standard User ToneDeaf
(member) Sat 17-Nov-12 11:06:58
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Re: HG612 Modem Settings


[re: Azzaka] [link to this post]
 
Connection to Zen resolved during 16th Nov - there was a mention of the problem being an incorrect VLAN setting somewhere in the provisioning system.

Many thanks to the various Zen staff for their efforts and putting up with my frustration and occasional rants by email, forum and phone over these past 3 weeks.

Since both myself and my contacts within Zen were convinced that provisioning was the problem all along (especially as the clues were there on the day of the original upgrade) they way in which BT have gone about resolving this matter is an utter and total farce. Mysterious line faults were discovered and resolved, multiple visits were undertaken to my locality, by up to 4 mobile technicians, before someone at a computer terminal decided to spend a couple of hours investigating what they had been told all along.

What a way to run a monopoly!!
Standard User lexden16
(regular) Sat 17-Nov-12 14:26:19
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Re: HG612 Modem Settings


[re: ToneDeaf] [link to this post]
 
In reply to a post by ToneDeaf:
Connection to Zen resolved during 16th Nov - there was a mention of the problem being an incorrect VLAN setting somewhere in the provisioning system.

Many thanks to the various Zen staff for their efforts and putting up with my frustration and occasional rants by email, forum and phone over these past 3 weeks.

Since both myself and my contacts within Zen were convinced that provisioning was the problem all along (especially as the clues were there on the day of the original upgrade) they way in which BT have gone about resolving this matter is an utter and total farce. Mysterious line faults were discovered and resolved, multiple visits were undertaken to my locality, by up to 4 mobile technicians, before someone at a computer terminal decided to spend a couple of hours investigating what they had been told all along.

What a way to run a monopoly!!


I am not sure that I understand your explanation. When I had FTTC installed, OR left me with a working modem. I assume that this was the case with you? For my part, I put the modem back in its box and fitted my own VDSL-capable modem/router. During the set up, I had to configure VLAN to 101, set PPPoE in the GUI, enter my Zen username and password and that was it. Just in case this type of problem impacts on others, I would be interested to know where 'in the provisioning system' something might have gone wrong? If it was back at the exchange, then surely this type of problem would impact on one than one user? If it was at the time of installation, then FTTC would not have worked at all.

Edit: FWIW, the simplest way of checking the serviceability of an FTTC modem is to plug a laptop/desktop directly to it.

Edited by lexden16 (Sat 17-Nov-12 14:30:19)

Standard User ToneDeaf
(member) Sat 17-Nov-12 14:42:45
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Re: HG612 Modem Settings


[re: lexden16] [link to this post]
 
The information relayed to me from a Zen representative (possibly 3rd hand!) was that there was an incorrect VLAN setting somewhere in the system. I confirm that this incorrect setting was not on the Openreach modem at my house.

Regarding your other questions and suggestions - if you take time to read the entire thread you will see that all of these will have been considered.
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