Yes, I’m sure it was around 15, but I bought a cheap light monitor from Amazon recently to check the light level myself and it was 15.98, but if you want I can check again and let you know.

In reply to a post by adhdave:

Yes, I’m sure it was around 15, but I bought a cheap light monitor from Amazon recently to check the light level myself and it was 15.98, but if you want I can check again and let you know.

-15db is fine and within the tolerance of -10 to -25db.

The Zen refusing to do what Ofcom suggested is what annoys me with this wholesaler system.

I would give AAISP a shot, if they not prepared to take it on, I assume they would tell you before the order went through so you wouldnt be wasting your time, tell them up front the service has an outstanding fault.

I expect the reason Ofcom told you to get Zen to do the complaint is that you have no contract with Openreach. If you havent done so already I would inform them Zen refused to do it.

Emailing the Openreach CEO is also a solid option, I think you would be fair in that its a last resort sort of thing given OR have deadlocked it.

Edited by Chrysalis (Wed 17-Jul-24 21:07:02)

Hi, since having full fibre installed 3 weeks ago.. it’s been such a headache. And I’ve been having this exact same issue!

Up to 500 down often, great latency, great stability, no packet loss etc but horrendous upload speed.

Have spent probably 8 hours collectively on the phone. For the first week my equipment etc kept getting blamed, until I finally plugged in Ethernet to the ONT on laptop and replicated the results time and time again.

I even switched ISP (PlusNet to EE), exact same issue. PlusNet already sent me a new hub, it’s clearly not that.

Since had both a Qube and Openreach engineer sent, who proceeded to blame each other. They are so baffled/confused.


Glad I’m not the only one having this extremely rare issue.. because nobody would believe me until both sets of engineers struggled to. No advisors, engineers had never seen anything like it before. Hoping more people with this speak out, were made to feel like the only ones but certainly aren’t. The OR

OR engineer was getting quite frustrated with the results, said it’s ridiculous. He also the other day upgraded my ONT from 1 gig to 2.5 gig, as apparently lots of issues on 1 gig. Changed.. absolutely nothing.

No it’s not the Ethernet cables, nor my equipment or devices It has been such a nightmare. Only difference with mine is there is no known faults.. apparently everything’s perfect.

For anyone interested the r/Openreach subreddit, I posted thorough details and updates, my post will be easy to find.. lots of good advice by fellow sub members who know what they’re doing. Somebody linked this post.
Hours of resetting, rebooting (rebuilding). To no prevail.

I do wonder if it is an area fault where I am, and nobody else (an area with mostly retired folks) has noticed.

Given it all way too much time and energy. But Openreach engineer sent over again Friday 🤣 and the cycle continues.

Maybe would be worth the reduced bill.. but personally would rather it fixed.



EE customer support, I’d been so very nice and patient. Was only today when I told them I’ll be boycotting my next bill, and if pursued for it then I’ll escalate it to CISSA until this is fixed, as I’m promised ‘75 avg’ upload as per contract, that I was actually taken seriously.


Last thing also, my hub for EE wasn’t allowing any advisors to test, the one yesterday said that could be linked. That’s fixed itself today. Glad they can finally see it for themselves.

AA are so much more expensive than Zen. We’re paying £40 for 300/50 and a 300Mbit service from AA is £55/month. I could always ask their sales team first and see what they say but I’m also conscious that if we leave Zen before CISAS has responded, they’re unlikely to do anything. I do have the Zen CEOs email address, and I was going to email him as his company mission in his blog has always been “people should come first”, but this doesn’t seem to be the case for me.

Link

Well exhaust your options first with Zen, and perhaps try OR CEO after that, but AAISP could be a fall back option if none of those get anywhere.

Awesome, I’ll certainly consider that, thanks.

I just noticed this post has been referenced on Reddit, as per the last user, and I also did things like bypass the router and connect my laptop into the ONT and establish a PPPoE connection, but got the same issue.

Using my laptop connected to the router via Ethernet…

When I do a speed test using ThinkBroadband, I get 300 down but only manage between 20 and 27Mbit up.

With CloudFlare’s speed test, I also get 300Mbit down but between 15 and 25Mbit up. It says my location is Ipswich (it’s actually Ellesmere Port) and the server is Manchester, but hey. CF always says there’s packet loss too.

With SpeedTest.net, doing a speed test to Zen’s server shows the full download and upload speed, but with packet loss. On some occasions, the download shoot’s up to 300, pauses, then suddenly drops to 250 and continues to fall. Zen told me that’s a clear indication of packet loss.

However, doing a speed test to another server produces worse results, even if the server is located in the same location, such as Hyperoptic.

Our Apple TV also keeps telling me a lot of videos are being buffered, and to check the internet connection.

The Xbox speed test always shows 300 down and between 6 and 12 up, with a ping of ~18ms and 1% packet loss. Online gaming is often very choppy too. But if I play the same games over my Three 4G connection with only 2 out of 4 bars of signal, it’s more reliable than the FTTP!

Your issue doesn't sound the same as what the OP has. Sounds more like a backhaul issue to be honest.

Also should have said switching between ISPs who use BT Wholesale proves nothing as they both use the same cable links from the OLT, Would have been better switching to a ISP who doesn't use BT Wholesale.

Edited by PCJM40 (Wed 17-Jul-24 22:38:00)

I wouldn't get too hung up on the packet loss on the BQM.

A small amount of packet loss on the BQM is normal.wirh a Fritzbox. They are known for not responding to ping packets in a timely fashion. It's been covered on this forum before in previous threads.

The upload speed fault is the one you need to pursue with Zen.

Well, the OR engineer who came on behalf of PlusNet was convinced it was a PlusNet thing and that all will be fixed when I switch to EE 🤷. Perhaps your words would’ve helped him out.

Ironically was the same engineer who then came on behalf of EE, and said the line’s fine.. he’s advised to close the case and BT will have to look at it