Lets hope its fixed
On a connected note I had issues getting Zen Tier 1 to take my banding issue seriously. To the extent they insisted it was the max my line could handle.
Anyway John stepped in via this forum and engaged Tier 2 and my problem was resolved within 24 hours. The Tier 2 team where amazing and accepted my data analysis and agreed my conclusions were correct etc.
However thats not scalable long term so hopefully Zen will look at their triage process and help the Tier 1 guys recognise when they need help from Tier 2. As it seems that Zen Tier 1 are struggling with things that don't fit into "turn off the router and try again" territory. I understand that as I run a Support function for a Global Software Company and having standard processes for Tier 1 to follow is the best way of serving and resolving 90% of customer issues.
So until Zen address the above if you have data/theory/idea bring it to this forum first for validation then if the forum validates your findings ask John to escalate to Tier 2
By the way John thanks again, my hair is slowly recovering
Edited by kwillers (Fri 05-May-17 09:14:05)