In reply to a post by Taras:

In reply to a post by dect:

In reply to a post by chriswillsher:

most speed problems relate to the GEA connection Zen now uses. I cannot see what my service uses but apparently there are three that they can link you to, BTW, TTB and their own "Plexus".

Most of the previous issues have been related to when users were quietly migrated off of BTW to Plexus, I do not know of any users who have had the issue satisfactory resolved while still stay on Plexus, most of the time Zen have moved affected users back to BTW. There are users who have reported the issue has disappeared but Zen does not seem to know what fixed it. I believe users who have been migrated will see an entry in when they login to the Zen portal and check any processed orders.

I knew that some zen users where having issues but not to this extent! Thats a mess and a half, and not easy solution.

Oh, they can have far worse. they will eventually start ignoring you by promising a return phone call and never actually making one.

If they move you off the cr***py backhaul, be assured that they'll move you back onto it in a few months, unannounced. If they promise not to do so, they will anyway.

Counting the days until my contract expires.

Update - Zen technical support has been in contact today. Although they can find nothing wrong, they are going to move me over the BTW. Told it will take about 10 days. It would appear to me that Zen has an issue with its own backhaul arrangements. Maybe this does not effect those on slower packages? I am determined to get the speeds that I am paying for, whether I need them or not, otherwise I will reluctantly move from Zen which I have been with in various homes almost since the business was started.
I'll report back once the change has been made.

From previous experience:

Plan on being cut off ob the day of moving to BTW. Their internal moving of login "stuff" needed to be manually done on both times that they reverted me.

Plan on having to repeat these steps in approximately three months when they move you back to their backhaul.

Good luck.

I now have an activation date for the transfer to BTW.
The process seems rather complicated and seems to involve cancelling the existing service (with details of how much the "cancellation" costs) and "re-provisioning", whatever that means.
I naively thought they could just flick a switch! What do I know?

So, I have been migrated to BTW by Zen. The end result is that the speeds are even worse than before. Zen states their diagnostics can find nothing wrong and as the service is now provided by BTW, they will need to register a "fault" with their supplier.
Whilst I could live with the speeds I am getting, I am paying for a 900Mbps service and getting 300 at best. I struggle to understand how the fibre networks operate at the higher levels. I was advised to run a trace command but struggle understand what the information tells me. Running a tracert command shows a surprising number of "hops". Can anyone help?
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 2 ms 2 ms 3 ms fritz.box [192.168.178.1]
2 20 ms 19 ms 19 ms vt1.cor2.lond2.ptn.zen.net.uk [51.148.72.24]
3 19 ms 17 ms 17 ms lag-8.p1.ixn-lon.zen.net.uk [51.148.73.188]
4 18 ms 17 ms 17 ms lag-2.p1.thn-lon.zen.net.uk [51.148.73.132]
5 19 ms 16 ms 17 ms lag-1.br1.thn-lon.zen.net.uk [51.148.73.153]
6 20 ms 18 ms 20 ms 72.14.223.28
7 20 ms 18 ms 20 ms 209.85.249.187
8 21 ms 20 ms 20 ms 172.253.66.87
9 21 ms 17 ms 18 ms dns.google [8.8.8.8]

Trace complete.

Is that on a cabled connection?
The latency is pretty horrible TBH and I used to get much better than that (8-10ms) on FTTC.

traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets
1 x.x.x.x 0.833 ms 0.465 ms 0.413 ms
2 31.x.x.x 3.402 ms 3.934 ms 3.570 ms
3 10.240.10.187 (10.240.10.187) 4.101 ms 3.990 ms 4.261 ms
4 72.14.204.96 (72.14.204.96) 4.432 ms 4.610 ms 4.420 ms
5 * * *
6 dns.google (8.8.8.8) 4.525 ms 3.642 ms 4.465 ms

Do you think your router is responsive enough?

BTW I get <>1gbit on Swish from pretty much any wired client to fast.com or Speedtest etc from a browser which is Brave on Mac or Brave or Edge on Windows.

I am in the process of multiple BTW->ZenBackhaul->BTW-> ZenBackhaul->BTW->ZenBackhaul->BTW (I think)

Originally it was fine on BTW, rubbish on ZenBackhaul.

Now I have told them that enough is enough and arranged transfer to A&A. At least they sort any problems out.

Apparently they're (Zen) the #1

Wow.

Fibre to the house. Installed by Openreach themselves to a new build property. FritzBox connected direct to the ONT. The LAN Cat 6 cabling is via a Ubiquiti switch but I have tried all combinations to eliminate any issues due to my setup. Before I was migrated to BTW, I could connect the desktop PC direct to the ONT LAN socket and login to Zen via PPPOE but whilst I can still connect this way and register on their system, since moving to BTW it no longer gets an internet connection.
It has to be a Zen network issue but so far, they have not found anything wrong. I am getting a consistent speed of around 300 d/l and 50 u/l.

And I am getting 17 Mbps down if lucky and 100+ up

Good luck. IMO you'll need it with Zen. One hand does not know what the other is doing.

I can see me ending up doing something similar. I am reluctant to move from Zen as I like the FritzBox and also have AVM Fritz VOIP phones. It is useful to be able to control the phones and phonebook all from logging into the router.