ZEN not working

Hello
My ZEN ADLS2+ line keeps dropping even if I put my new Draytek 2860 router on the test socket. ZEN say up to 10 drops a day is normal! And I thought Demon was bad! Any ideas?

Edited by deleted (Mon 13-Jun-16 21:34:37)

Line stats are?

Yes
Complete line stats needed for this, (Sync Speed, SNR, Attenuation)

Are you connected to master socket?
is everything properly filtered for DSL and phone?
are you having any noise on your phone line?
17070 option 2 quiet line test, should be next to no sound coming through, any hiss/crackle or disturbance could indicate a line fault,
and 10 drops a day is not normal, 1-2 a day is bad, anymore really needs investigating.

In reply to a post by gocat2005:

Hello
My ZEN ADLS2+ line keeps dropping even if I put my new Draytek 2860 router on the test socket. ZEN say up to 10 drops a day is normal! And I thought Demon was bad! Any ideas?

Hi, that's not normal at all.

Please PM me your username and I'll ask someone to look into it for you.

Thanks
Gary Hough (Regulatory Manager)

Mode State Up Speed Down Speed SNR Margin Loop Att.
ADSL2+ Annex A SHOWTIME 1076000 8928000 6 39

Since plugging into test socket 3 days ago I have run some quiet line tests. One time I heard squeak, blip, blip, brrr. Then the line dropped again.

I notice that since I plugged into the test socket, download speed has been reduced progressively from around 10mbps to 7mbps

Yes router and 1 phone connected via filter to master test socket

They have been looking into it

In reply to a post by gocat2005:

They have been looking into it

I advise you to PM him your username as requested. Your reply implies you aren't going to. The nick and sig suggest he is somewhat senior, and the "ISP" tag against his nick tells us thinkbroadband have verified he is a Zen representative, so you have no worries on that front.

Even if you get a resolution without his help, he will want to ensure whoever told you that rubbish has "additional training". Zen cannot afford the damage to their reputation this sort of thing causes if the person responsible says things like that to customers with problems.

Yes fine but...
I guess PM means Private Message?
When I have worked out how to do that I will.
That is why I have not directly replied yet

Easiest is just click his nick. That opens his profile page and there is a message button at the bottom left.

For general use and looking at your PM history both sent and received click the My Home tab in the top menu and there is a panel on the left on that page.

Good luck with the problem .

Hi again

Yes I'm Zen's Regulatory Manager - I started just over 9 years ago as their then head of Operations and keen to make sure this gets picked up by one of our technical team. I'll private message you then you can simply reply back to me that way.

Regards
Gary

Also, when you receive a PM a flashing red envelope appears at the left of "Forum index" on the menu bar. Click it to read and reply. I also use the setting in the options at the bottom of My Home to set to receive an email when I get a PM. Useful for when I'm not on here. It doesn't give the content but at least I know to come and read it when convenient.

My Home I use nearly all the time, with 20 Favourite forums and occasionally Favourite threads for ones in a forum not in my Ff list. I suggest you explore all the options at the bottom of the page, particularly the defaults for threaded/flat mode, expanded/collapsed and entries per page where I have both set to 99. Flat mode, Collapsed.

In reply to a post by RobertoS:

he will want to ensure whoever told you that rubbish has "additional training". Zen cannot afford the damage to their reputation this sort of thing causes if the person responsible says things like that to customers with problems.

This isn't the 1st time we have heard the same story from Zen about 10 disconnections per day. Usually means it's been taught from the top.

I've been so disconcerted by what some customers have posted on here over the last couple of years, having been given obviously duff information or advice as in this case, that I ruled them out ages ago for myself or for recommendations. I didn't even consider them when I migrated last year.

The distinct impression I get isn't so much of misinformation as here, but that for consumer level lines they seem to fall over at Openreach and BTW's feet when given the brush-off. Even Plusnet will dig in and keep going at them once you get a forum rep on the case, and nearly always finally get a resolution. The types of problem being basically identical.

I have no doubt on true business lines Zen provide excellent support, but suspect the old philosophy of consumer level being to soak up overnight spare capacity in BT Central days and provide high margin cash income needing no capacity additions still applies. That their support resources are prioritised to the business sector on which their business is based.

This particular case isn't of that type, but along with what you say suggests perhaps a lower level of expertise is deployed on consumer connections, at least at first line support level.

Yes, nothing worse than an uphill struggle from the off.

In reply to a post by RobertoS:

The distinct impression I get isn't so much of misinformation as here, but that for consumer level lines they seem to fall over at Openreach and BTW's feet when given the brush-off.

2 sides of the same coin