Zzoomm Issues

I've been with Zzoomm 1gb FTTP for about 3 months at this point and up until a few weeks ago it's been a pleasant experience. Recently however, evenings are truly awful with ping, jitter and packet loss issues which persist during the peak hours. Last night I was getting an impressive 12Mbit download speed despite having an 800Mbit upload!

I've been going back and forth with support for about 3 weeks, but this week they've completely stopped responding to me.

Here's an example from yesterday with the BQM: https://www.thinkbroadband.com/broadband/monitoring/...

It looks obviously like congestion to me, but they have not stated this and last week they sent out an engineer who just replaced the ONT. The problem wasn't resolved as can be seen from yesterday's BQM graph.

Anyone else had similar issues with Zzoomm? At this point I'm regretting moving from FTTC, whilst I had a lower download speed with openreach I never had any issues which prevented me from actually using my internet connection for things like voice/video calls and games.

I have not had any problems for a while, it depends on where you live and how long the network have been up and running.
When i first joined Zzoomm last July, I did have a few problems speed wise and that was congestion, someone had damaged a trunk fibre or what ever they call it, so they had to reroute traffic, so on busy times was not great. I did have a couple of more issues, but for the last xix months or so apart from a bit of downtime last week due to a firmware upgrade, it has been fine. The firmware update was early in the morning.

If you are using their router, get something better, their router is awful, also are you using Wi-fi? If so, then that is worse and their router is awful for Wi-Fi.

I got myself a Tplink Archer AX53 and apart from me not knowing what I was doing to start with, it has been reliable.

I don't use BQM, but if I do speed tests I get over the 500Mb/s both up and down that I should be getting.

I took the problems I was having as teething problems of a new network, after all it was only 6 months since the network was put into action when I joined and networks are pretty complex. Annoying? Yes, it was and like you, I was wondering if I made the right choice and should have stayed on FTTC. In the 9 years I was on FTTC I had one major problem and a couple of small ones and here I was a few weeks into having the super-duper fast so-called reliable FTTP and it was not working as it should have been. But I stuck with it and as I said above, it is fine now.

Sadly Zzoomm customer service is not the best, but then that seems to be the norm these days,

The status page will show you if there are any problems and there is a number you can ring
https://zzoomm.statuspage.io

There was a problem yesterday here according to the page, I never noticed it.


As I said above, don't use Wi-Fi if you can help it and get a decent router if you have not already got one,

I have finally received confirmation that there is a congestion issue in my area from Zzoomm, I can certainly see what you mean by their customer service not being the best.

All in all it took me 27 days, around 5 phone calls and 12 emails for them to finally explain the issue and what they're doing about it. They made it sound like they were aware of the issue which is a bit annoying because I would have been happy for them to tell me they were working on it 3 weeks ago when I first raised a ticket with them.

As far as I'm aware the network in my area is very new, so I'm paying the early adopter tax in issues with this one. If I had known this would be a long term issue I would have kept my FTTC connection, despite it being slower.