Trunk networks use various backhaul suppliers,…

Wonder if the OP could request a change of backhaul supplier, if indeed TN would entertain the idea mid-term? At least the likes of BTW and TalkTalk (if they are options) have stable and relatively fast connectivity.

In reply to a post by Pheasant:

Wonder if the OP could request a change of backhaul supplier, if indeed TN would entertain the idea mid-term? At least the likes of BTW and TalkTalk (if they are options) have stable and relatively fast connectivity.

I understand the ping time is currently variable and not as consistently low as the OP would like but the OP hasn't said how this is affecting the use of the connection day to day (e.g. while gaming).

Yeah it’s a long shot. Really don’t know if they would or they wouldn’t entertain, even as a smaller ISP to keep the customer happy. They could very well argue the service is well within spec…I know when a bunch of us with Cerberus had a much smaller uplift in latency they took it onboard to sort out, which they did after a while.

Again to be fair I’m not sure of any mainstream or other internet provider offering an SLA better than 20ms latency?

Thank you! Your explanation seems very clear (and understandable for me)! I will communicate with them to see how it goes.

Frankly, No noticeable impact for watching streaming and working day to day, as the speed is always great. But reflected in the game (FPS-CSGO), I can see the "out-of-sync" happening (enemies are always running and shooting and hitting, but the accuracy of the shot while running is very low. Which means the enemies was actually stood and shot).

I don't even know if solving the latency problem will improve my gaming experience or not, because it seems that the experience at 4ms is the same, It's just "a little bit better".

Maybe I shouldn't complain about the gaming experience, I'm actually curious if any ISP really care about their customers' latency.

I will communicate with them further and update here, thanks again everyone for the information, learned a lot.

You may not know this but Trunk Networks also have their Leetline (https://www.leetline.co.uk) brand, this is suppose to offer the best gaming experience and lowest latency, so it would be interesting if that service also uses Zen backhaul, as clearly you can't claim lowest latency for gaming when customers end up travelling up from London to Manchester only to go back down to London adding unnecessary tens of milliseconds.

I did try to join 'No One', another Trunk Networks brand, and knowing the issues with Zen did request not to use Zen backhaul, and they were happy for me to go via Vodafone, the only other alternative from my area they could offer, unfortunately Vodafone have capacity issues in my area and I could only get slower speeds so had to cancel the order.

The funny thing is that I did on the Leetline currently, and now I'm on a Zen backhaul (?). I didn't know anything about the concept of "backhaul" before.

Maybe I put too much trust without thinking about it carefully... (:

So you are on a leetline product? If yes you should raise this as a fault, if they don't fix it then I would say you are perfectly able to leave the contract early as they are using false advertising. On the page About Leetline they say "Leetline exists to provide you with the fastest possible internet connection with the lowest latency, ensuring that the quality of your game is never compromised.". You aren't on the fastest possible if you randomly route via Manchester adding hundreds of miles of latency.

Personally I'm beginning to think all these claims of "fastest this" or "lowest latency" that claims are marketing rubbish, I had this with IDNet, they claimed lowest latency in the UK, but then used Zen backhaul and 50% of the time it was the worst latency in the UK.

Yes I am actually paying for the Leetline product. I discovered the problem when the order was just completed, but I don't know why, and the problem disappeared after a few times the router restarts. But now the fault is back, I have had several rounds of communication with them and today is the 14th day. So, I'm starting to learn something new online and try to deal with this(that's why I am here ).

I will be waiting a few days for their response and if the issue is not resolved I will definitely seek to leave. very sad.