So as I've mentioned in some other threads, I switched to Zen around the middle of September and I've noticed a significant throughput problem since joining. I.e., I am consistently getting around 15Mbps of actual throughput (from a wired ethernet connection to the think broadband speed test) even though my line is syncing at around 64-66Mbps.
I raised this with Zen's support and they came back within a few days to say they have noticed a problem and would monitor my connection for a while. Then telling me they've passed my case to their Network Operations team.
However, today I received this update:
Hope all is currently well.
I have a little update on the Performance issue,
we have managed to get plans in place to upgrade the backhauls to resolve the issue in the near future
Please be aware this could take some time still and we apologise for this.
Please bear with us whilst these upgrades are taking place.
Followed by this response when I questioned what "in the near future" means:
Thank you for getting back into contact with Zen Internet Technical Support. In regards to your performance issue, unfortunately there isn't a time scale as of yet for when this will be moved, we are advising customers this could be within the next 6 months. However, this time scale is more towards all of the exchanges being moved not just yourself.
This seems to imply that it is not a fault, but rather that they don't have the capacity to supply the service they have sold.
Does anyone have any suggestions as to what to do from here? Obviously, I'm happy to give them a reasonable amount of time to sort out the issue, but I'm not sure that six months is a reasonable time. Also, does anyone know if this is actually a problem with Zen or would I run into the same issue switching to any other FTTC-based service?