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Standard User AndrewW
(member) Tue 23-Jul-13 10:58:55
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Extended wait time for support is this now common...


[link to this post]
 
Whats happened to Zen, support. I pay extra for Zen because of the support.
Tried to call them for the first time in ages today twice, and gave up after approx 10 minutes on hold each time.
ISP Representative SkyFire
(isp) Tue 23-Jul-13 11:13:31
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Re: Extended wait time for support is this now common...


[re: AndrewW] [link to this post]
 
I expect we'll be quite busy today; storms tend to play havoc with xDSL services so increasing the volume of calls we'll get.

What is the issue you're experiencing?

kind regards,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User AndrewW
(member) Tue 23-Jul-13 11:37:37
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Re: Extended wait time for support is this now common...


[re: SkyFire] [link to this post]
 
Phil thanks for the prompt reply.

I was reading some of the posts on thinkbroadband, about latency (profile)changes with the new zen pops.
Recently ( in the past month or so) i have noticed the internet is generally slower to repond. Not in the transfer rates as these are still good, but it just feels latent.

My questions for support were about if i had been moved to the new pops and the setting had been changed, also are there options to move back to the old profile if this was the case

Andrew


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ISP Representative SkyFire
(isp) Tue 23-Jul-13 11:41:27
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Re: Extended wait time for support is this now common...


[re: AndrewW] [link to this post]
 
Hi Andrew,

You're welcome. If you PM me your username I'll take a look for you.

However, for regular browsing/internet use I doubt the latency would result in a noticeable impact; it's generally only really going to be noticeable in latency-sensitive applications (online gaming being the most obvious one). It isn't a case that latency automatically increases after the move to GEA - it will be very much down to your individual line's performance.

regards,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User AndrewW
(member) Tue 23-Jul-13 11:54:27
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Re: Extended wait time for support is this now common...


[re: SkyFire] [link to this post]
 
Phil, the bit that got me thinking was your comments in the following posts
http://forums.thinkbroadband.com/zen/t/4252361-re-ft...

I've PM'd you
ISP Representative SkyFire
(isp) Tue 23-Jul-13 11:56:17
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Re: Extended wait time for support is this now common...


[re: AndrewW] [link to this post]
 
The PM doesn't appear to have come through. Can you try again please?

regards,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User AndrewW
(member) Tue 23-Jul-13 12:41:49
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Re: Extended wait time for support is this now common...


[re: SkyFire] [link to this post]
 
just resent
ISP Representative SkyFire
(isp) Tue 23-Jul-13 12:57:35
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Re: Extended wait time for support is this now common...


[re: AndrewW] [link to this post]
 
Thanks - got it; and you're in sync at 80 Meg and interleaving is not applied to your line, so any issues you're seeing aren't down to any profile issues on your line.

It may be worth rebooting your router, maybe specify DNS to see if it's DNS lookups coming back slowly from the router (if it's serving as a caching DNS server for your network).

I don't know what your technical proficiency is, so other things may be obvious stuff that you've tried already - but it may be worth seeing if it's related to particular software/browsers being used when you see issues (on my Mac, Chrome or Safari can sometimes slow down, so closing the application properly and re-opening - rather than just closing windows - can help).

regards,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User AndrewW
(member) Tue 23-Jul-13 13:57:38
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Re: Extended wait time for support is this now common...


[re: SkyFire] [link to this post]
 
Thanks Phil,
Not really done much about the issue so far, but i have tried the suggestions below, plus a few others. When i get time i will have to dig a little further

Andrew
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