|
|
Hi. I have been experiencing slow downloads on zen connection for last few months.
No matter time of day, no matter where I download from, even test files from TBB, download speed is 3-4 MB/s, where from steam for example its always 9MB/s.
I know downloads from steam might be using multi threading, but that is not the case.
The problems is I cant hit anything abode lets say 4-5 Mb/s when downloading from websites. I have been in touch few times with them and they dont see a problem. Well I do because like I said I cant go above speeds mentioned where my sync is 80mb/s.
I am on zen llu.
Is there anything else I can do or anyone else experiencing the same?Some speed test for you :
http://www.thinkbroadband.com/speedtest/button/14529...
http://www.thinkbroadband.com/speedtest/button/14528...
http://www.thinkbroadband.com/speedtest/button/14528...
http://www.thinkbroadband.com/speedtest/button/14527...
|
|
|
I'll try again (this time post in right area):
I would suggest setting up f8lure/thinkbroadband monitoring - if the line starts to "bow" at peak times there is a good chance the LLU is reaching maximum capacity at peak time.
AAISP Home::1
|
|
|
It all set up pal. All my graphs looks perfect every day.
http://www.thinkbroadband.com/ping/share/8db23db45b6...
|
|
Register (or login) on our website and you will not see this ad.
|
|
|
What is the spec of your computer? At speeds above 30-40Mbps older hardware can struggle to cope with fast download speeds like that, it could be something like this rather than your computer... Ultimately if you can stream at the full whack speed it is unlikely to be exchange congestion. I also doubt Zen have contention on their peerling links but it is of course possible.
AAISP Home::1
|
|
|
Cant be Pc,, its middle range pc upgraded every 2-3 years
Edited by deleted (Sun 17-Jan-16 22:27:20)
|
|
|
If your PC was the problem, how would it handle a gigabit LAN? 
|
|
|
Anyway guys I have been told again by Zen there is nothing they can do, everything is as it should be. Ok then until April.... but the best is I keep sending them emails to customer services and asking, how much would it cost me to leave for example, and no answer for days...
Edited by deleted (Mon 18-Jan-16 19:28:54)
|
|
|
|
Your graphs are perfect.
You can stream without issue.
ISP tests are okay.
The obvious conclusion is hardware issues .
( Or an antivirus program that is badly configured or corrupted, or conflicting with another security program)
Connect another PC or laptop to your router and see what happens.
|
|
|
Its not obvious because thats the first thing I did. I checked on my pc and 2 other laptops. Its the same...
Edited by deleted (Thu 21-Jan-16 20:45:08)
|
|
|
|
Exchange take up? Just a guess.
|
|
|
I'm having similar issues to you. Poor single-threaded speeds, perfect multi-threaded.
One example: http://www.thinkbroadband.com/speedtest/results.html...
Sometimes the single-threaded speed is more in line with what you're getting, but it's generally this slow
I've been with Zen for ages and it's only gone downhill in the last few weeks. Same problem when I connect a computer directly to the OR modem, so my network/router has nothing to do with it.
Zen are fobbing me off by claiming that this is "expected performance". I know multi-threaded downloads are going to be better, but the difference should not be this great (not to mention that it was fine before).
Between that utter BS, having to repeat things I've already emailed or said, and being asked numerous times to do the same things repeatedly, it's almost as if I am talking to TalkTalk or BT, not an ISP that is supposed to pride itself on its customer service. Requests to have it escalated seem to fall on deaf ears.
All Zen seem to be interested in is running the standard Openreach tests and if there's no problem there, then there must not be a problem - there appears to be no interest in ensuring that there are no issues on Zen's network, having someone from their network team dig into the issue, etc.
It feels as though there's traffic shaping, even though Zen claim they absolutely don't do that. Sometimes a download starts out at a high speed and slowly decays to 1Mbyte/sec or less.
Edited by deleted (Thu 28-Jan-16 16:12:12)
|
|
|
|
You just described how its like in my case. All i know I'm not going to bother anymore, time to look elsewhere and try...
|
|
|
|
any chance you can pm me your details and I will try zen tomorrow and provide your cases as another example of the issue to make them acknowledge that there is a fault alas maybe not their fault but within the infrastructure. I mean come one we are paying good money for this and if we are not happy with it then surely there must be something to be done.
|
|
|
|
It would be interesting to know your packet loss rates.
Even a 1% packet loss rate can have a significant effect on transfer speeds.
Perhaps some packet loss is affecting a singly steam enough to limit effective throughput to 30Mb/s while on an 6 stream test each stream is limited to 76Mb/6 = 12.66Mb/s which is less than half the single stream throughput.
I'm running a ping -n 1000 8.8.8.8 test right now.
|
|
|
|
The results of the ping -n 1000 8.8.8.8 is
Ping statistics for 8.8.8.8:
Packets: Sent = 1000, Received = 998, Lost = 2 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 977ms, Average = 12ms
which is pretty good.
|
|
|
|
there is no packet loss at all
Ping statistics for 8.8.8.8:
Packets: Sent = 1000, Received = 1000, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 26ms, Average = 15ms
|
|
|
|
I'm testing remotely using speedtest-cli on Linux and can't see any issues:
sam@340Edenfield:~$ speedtest-cli
Retrieving speedtest.net configuration...
Retrieving speedtest.net server list...
Testing from Zen Internet (82.69.x.x)...
Selecting best server based on latency...
Hosted by Virgin Media (Manchester) [46.75 km]: 16.199 ms
Testing download speed........................................
Download: 67.48 Mbit/s
Testing upload speed..................................................
Upload: 17.88 Mbit/s
Will try TBB speed test later but I have not seen any issues running apple updates, streaming 4k from netflix, speed tests and torrenting.
Quite a heavy user (700GB/month ish)
|
|
|
|
Speedtest.net likely uses multiple threads. I get flawless results when using it, even though single threaded performance sucks.
|
|
|
|
Exactly the same in my case Sor
|
|
|
My problem is that I get perfect single thread downloads between midnight and around 09:30 hrs.
for example: http://www.thinkbroadband.com/speedtest/results.html...
But during the working day and evening my ability to download a single thread is totally crippled.
for example: http://www.thinkbroadband.com/speedtest/results.html...
My ping test during the day to 8.8.8.8 lost 7 out of 1000 with a minimum delay of 17ms, average of 20ms and maximum 38ms
I have probably been a Zen customer for around 15 years but their eventual reply to my recent email about this problem left me rather annoyed to say the least!
|
|
|
|
That is another person with the same problem and same answers from zen i suppose.
Im not going to bother because I always get the same reply that all is good.
Ill just look somewhere else when contract is up. I did not want to move from zen but they leave no choice. Lets hope it improves until April so I can stay because other then this everything is good.
|
|
|
My problem is that I get perfect single thread downloads between midnight and around 09:30 hrs.
for example: http://www.thinkbroadband.com/speedtest/results.html...
But during the working day and evening my ability to download a single thread is totally crippled.
for example: http://www.thinkbroadband.com/speedtest/results.html...
My ping test during the day to 8.8.8.8 lost 7 out of 1000 with a minimum delay of 17ms, average of 20ms and maximum 38ms
I have probably been a Zen customer for around 15 years but their eventual reply to my recent email about this problem left me rather annoyed to say the least!
Pretty much identical to my experience - I find it starts to go wrong at around 8am and doesn't ease up until midnight. It's sometimes better at weekends (30-40Mbit/s per thread).
I am also totally disappointed at Zen's response. I used to recommend Zen on the basis of their support. No more - now I'm actively discouraging people from moving
|
|
|
My problem is that I get perfect single thread downloads between midnight and around 09:30 hrs.
for example: http://www.thinkbroadband.com/speedtest/results.html...
But during the working day and evening my ability to download a single thread is totally crippled.
for example: http://www.thinkbroadband.com/speedtest/results.html...
My ping test during the day to 8.8.8.8 lost 7 out of 1000 with a minimum delay of 17ms, average of 20ms and maximum 38ms
I have probably been a Zen customer for around 15 years but their eventual reply to my recent email about this problem left me rather annoyed to say the least!
When this is happening do a pathping to a couple of websites. Post the results here. It will show where packets are getting dropped. Then you have evidence.
ZeN Fibre Unlimited 2
|
|
|
|
|
|
|
Hi all
Experiencing something similar. I had originally thought that my experience was limited to Canterbury, but maybe it's a wider issue than that.
Since the end of January, almost every night, at almost exactly 8:30pm my broadband will slow down to between 15Mb/s and 25Mb/s. This is down from a usual of above 60Mb/s. Naturally, I'm doing the tests with nothing else connected. Oddly upload speed is still good at above 18Mb/s.
As for latency, locally, it climbs from 10ms to between 35ms - 80ms and local ping tests show very erratic. One ping can be 40ms the next 80ms then the next 30ms. Usually (Unless I'm uploading) my latency remains between 10ms and 19ms.
� December 1 2015
� January 20 2016
� February 1 2016
� February 4 2016
� February 07 2016
� Link to live graph
� Speed test conducted at 7pm tonight: Link
� Speed test conducted past 8pm tonight: Link
� Speed test conducted past 12am tonight: Link
What's interesting about the above graphs is that in the over 1.5 years of having the Zen Fibre Package 02 (80Mb/s) my usage patterns have remained fairly consistent, around 650GB/month. Usually between 8pm & 10pm we are using the broadband connection yet in the past I barely noticed any increase in average latency (blue) and only the maximum latency would spike (yellow).
To me this looks like congestion ( fault or too many people). Though I had thought this was possibly limited to the Canterbury exchange ( which I believe Zen have presence at) and considering that it has happened out of the blue since end of January I'm not sure this can be "just due to more people" as opposed to a fault which is only noticeable at peak periods. However, if what I'm experiencing is not limited to Canterbury I'm not sure what's going on.
I would like to add that I have emailed and phoned Zen and whilst at first they were not 100% cooperative since calling them and addressing the issue they are testing my line to see the problem during the evening and have stated they agree it looks like congestion. Whether they will be able to solve this as soon as possible remains to be seen.
-
PS: Not sure if this is useful as only JUST started to monitor it but it's my first hop's IP latency graph, first hop is of course a Zen Router as they seem to have presence in Canterbury. What's interesting is that it also seems to be showing something similar to my line but on a lower degree: See Here!
I'm not sure if this is normal behaviour I'm seeing as I only just started to record the results from this IP, maybe it is just coincidence and is just usual behaviour but it is interesting.
Edited by deleted (Thu 11-Feb-16 00:58:31)
|
|
|
These are a few pathping results;
http://s1070.photobucket.com/user/3MbBik/media/pathp...
http://s1070.photobucket.com/user/3MbBik/media/pathp...
http://s1070.photobucket.com/user/3MbBik/media/pathp...
http://s1070.photobucket.com/user/3MbBik/media/pathp...
I notice that we seem to be on the same gateway (62.3.84.27) and we have practically identical issues. I wonder if there's something in common there?
One thing I liked about Entanet (when I was a customer) is that they happily published graphs showing how congested their links to BT were, so it was easier to tell if slow speeds were a local issue or an ISP one.
Edited by deleted (Thu 11-Feb-16 11:17:22)
|
|
|
PS: Not sure if this is useful as only JUST started to monitor it but it's my first hop's IP latency graph, first hop is of course a Zen Router as they seem to have presence in Canterbury. What's interesting is that it also seems to be showing something similar to my line but on a lower degree: See Here!
I'm not sure if this is normal behaviour I'm seeing as I only just started to record the results from this IP, maybe it is just coincidence and is just usual behaviour but it is interesting.
These are a few pathping results;
http://s1070.photobucket.com/user/3MbBik/media/pathp...
http://s1070.photobucket.com/user/3MbBik/media/pathp...
http://s1070.photobucket.com/user/3MbBik/media/pathp...
http://s1070.photobucket.com/user/3MbBik/media/pathp...
I notice that we seem to be on the same gateway (62.3.84.27) and we have practically identical issues. I wonder if there's something in common there?
One thing I liked about Entanet (when I was a customer) is that they happily published graphs showing how congested their links to BT were, so it was easier to tell if slow speeds were a local issue or an ISP one.
Very interesting as the above graph I linked to which I'm now tracking with Think broadband's Quality monitor is the same server you guys have mentioned: 62.3.84.27
Maybe it's this router which is causing the problem. It will be interesting to see the graph results from 8:30pm tonight
Edit: Also not sure how much it matters, but, when speaking to Zen if they have presence at your exchange can make a large difference in their ability to address congestion as you're directly connected to them.
Edited by deleted (Thu 11-Feb-16 13:07:24)
|
|
|
I'm also on the same gateway through BTW based ADSL2+ (no Zen presence in exchange).
| Text | 1
23
45
67
89
| Tracing route to bbc.co.uk [212.58.244.22] over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.0.1
2 23 ms 23 ms 22 ms losubs.subs.dsl6.th-lon.zen.net.uk [62.3.84.27] 3 31 ms 22 ms 23 ms ae1-133.cr2.th-lon.zen.net.uk [62.3.86.133]
4 22 ms 22 ms 23 ms ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41] 5 23 ms 23 ms 24 ms 82.71.254.134
etc. |
BQM for 10-02-2016
Live BQM
Watching this with some interest as although my 17Mbit-ish ADSL isn't really fast enough to show speed slowdowns, I have noticed a much higher latency in the evenings.
|
|
|
Edit: Also not sure how much it matters, but, when speaking to Zen if they have presence at your exchange can make a large difference in their ability to address congestion as you're directly connected to them.
I am on the BT network AFAIK (portal says "WBMC"). Zen has a presence in an exchange near mine, but it isn't the one my fibre connection comes from. It is interesting if people on both BT and Zen's backhaul are both affected.
Watching this with some interest as although my 17Mbit-ish ADSL isn't really fast enough to show speed slowdowns, I have noticed a much higher latency in the evenings.
Do you see any speed drop at all? At its worst, I'm getting 4-5Mbps on single threads
Edited by deleted (Thu 11-Feb-16 13:16:31)
|
|
|
Maybe it's this router which is causing the problem. It will be interesting to see the graph results from 8:30pm tonight
Very likely. See my thread which shows you exactly where the contention was occuring on the Zen network: http://forums.thinkbroadband.com/zen/f/4461556-packe...
Basically, looks like Zen have overloaded links and/or routers in their network.
Wonder if they have any plans to fix it?
ZeN Fibre Unlimited 2
|
|
|
Edit: Also not sure how much it matters, but, when speaking to Zen if they have presence at your exchange can make a large difference in their ability to address congestion as you're directly connected to them.
Yep, this is why if you are suffering packet loss, a pathping will immediately rule out exchange contention or not depending on where the packet loss and increased latency starts to occur.
ZeN Fibre Unlimited 2
|
|
|
Do you see any speed drop at all? At its worst, I'm getting 4-5Mbps on single threads
Not that I've noticed, and not at the moment ( TBB Test). I will test again in a couple hours.
|
|
|
Zen contacted me at around 6:30pm
Apparently they are going to try and move me off of the 62.3.84.27 gateway to another temporarily at around 7:45pm tonight. This will hopefully shed some light on whether it is specifically the 62.3.84.27 gateway which is at fault or not.
� I just ran a Thinkbroadband Speed test and the results are pathetic: Link!
� Speedtest.net result is equally as bad: Link
It would appear that now this problem is happening even earlier in the evening 
Note: I have NOT yet been moved over to the new gateway yet so will have to wait and see if that affects things.
|
|
|
Interesting. I have retested and the x1 speed is suffering a little bit compared to x6.
http://www.thinkbroadband.com/speedtest/results.html...
|
|
|
|
|
|
|
Getting the same issues as others here and zen are just fobbing us off.
Service was excellent till 2016, now its all over the place.
Single connection is really bad but multi is showing full speed.
http://www.thinkbroadband.com/speedtest/results.html...
http://www.speedtest.net/result/5078374302.png
|
|
|
Not disagreeing with you guys but, considering I did bash Zen quite a bit in my thread the other week, since I moved gateway things have been stable and my speedtests are fine and its only fair to say when things are working well too
http://www.thinkbroadband.com/speedtest/speedtest2.html
And actually these speeds appear slightly more consistent than AAISPs were so Zen can do things right.
It would be nice if they could comment though.... It does seem to me like something isn't quite right.
ZeN Fibre Unlimited 2
|
|
|
Also, good latency etc tonight, for me: http://i63.tinypic.com/2je1jk4.png
(not rubbing it in, just being neutral!)
ZeN Fibre Unlimited 2
|
|
|
Post deleted by Fugitive_Legacy
Edited by deleted (Thu 11-Feb-16 21:38:00)
|
|
|
Things have looked better today, though by no means back to normal for me personally.
I'm still stuck on the old Gateway which Zen told me they would take me off of for the next 24hrs. So I've not been able to test speeds on a new gateway between 8pm and 10pm.
Tracing route to google.co.uk [216.58.198.99]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 19 ms 20 ms 20 ms losubs.subs.dsl6.th-lon.zen.net.uk [62.3.84.27]
3 13 ms 20 ms 14 ms ae1-133.cr2.th-lon.zen.net.uk [62.3.86.133]
4 16 ms 14 ms 13 ms ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
5 15 ms 17 ms 16 ms 72.14.217.190
6 16 ms 15 ms 17 ms 64.233.175.223
7 20 ms 19 ms 17 ms 64.233.175.153
8 20 ms 22 ms 19 ms lhr25s07-in-f3.1e100.net [216.58.198.99]
Trace complete.
Unfortunately speed tests though better still show about +20Mb/s slower than I would expect.:
� 12am Speed test result
� 8pm Speed test result
� 9pm Speed test result
Even though I'm still on the 62.3.84.27 Gateway the latency to this gateway tonight does look better. Latency in tests this evening have remained lower than yesterday but still higher than through out the rest of the day.
Hopefully now Zen are trying to resolve this, have had some success? But until I'm on a new gateway which results in normal speeds between 8pm and 10pm not much I can do but keep phoning them.
Edited by deleted (Thu 11-Feb-16 21:55:07)
|
|
|
|
|
|
|
I can't even get the speedtest to complete - it takes forever with sub-10Mbps speeds and then I get an error 
Latency is all over the place tonight though http://www.thinkbroadband.com/ping/share/efb4eb9bc40... (and I'm not sure what happened at 12pm)
We seem to have similar spikes in latency from 8 to 10pm though
Edited by deleted (Thu 11-Feb-16 22:30:26)
|
|
|
|
Report all the problems ( you most likely done it) to zen they may acknowledge that there is a fault somewhere
|
|
|
Zen have now changed me over to a new Gateway here is a graph of the new gateway.
Speedtest result is looking better: Link.
However, it may be too early in the evening to be sure so will re-do the tests at 8pm, 8:30pm & 9pm.
Will also be interesting to see if my Thinkbroadband Quality graph shows less spiking between 8pm and 10pm,
EDIT: Some more interesting info, so the reason Zen could not move me from the older gateway was due to me being on IPv6. However, it turned out that the R7000 Netgear IPv6 does not work with Zen. Router gets an IPv6 address but does not get IPs for clients connected to it. I knew about this and simply had IPv6 off in my router as there was no need to have it on if it did not work and thought nothing more of it.
So this according to Zen could have been the reason the Gateway swap would not take effect, whether being on a IPv6 Gateway but not actually using IPv6 was what was causing some of the problems can not be confirmed.
Edited by deleted (Fri 12-Feb-16 18:59:22)
|
|
|
|
to me it's not to the annoying yet, I started to experience slowness at random times. only for a short while though. then picks up speed. when it slow down it. it's really slow. I thought it was my exchange
|
|
|
Getting some seriously poor speed test speeds right now.
http://lnx.co/tbb/zen.php
Another thing has also caught my attention. Since moving to a statically routed IPv6 setup, Zen now assign me the same static IPv6 address on the PPP interface from the delegated /64 prefix. So I thought I would setup a BQM to monitor it, along with one of my chosen static IPs on the /48 prefix.
The BQM graphs show that, roughly speaking, the latency of ping responses from the single /64 prefix address are twice that of the IPv6 address from the /48 prefix, and the standard IPv4 address. Not that this is an issue, I'm just curious why there would be this discrepancy. I guess it might be router/OS related (CentOS).
Edited by deleted (Wed 17-Feb-16 17:09:07)
|
|
|
Getting some seriously poor speed test speeds right now.
http://lnx.co/tbb/zen.php
I'm having a stranger issue - speedtests display one fairly poor result (let's say 25Mbit/s single threaded), but downloading files through a web browser give even poorer results (1Mbyte/sec = so 8ish Mbit/s) regardless of origin server.
Multithreaded, once again, is absolutely fine - 73Mbps+ as usual
Incredibly infuriating. AFAIK it's not a problem with my network or computer or browser, because do it again at 3am and you'll get 8Mbyte/sec easy
Edited by deleted (Wed 17-Feb-16 20:20:14)
|
|
|
|
Exactly the same as us, Changed gateway and its still the same.
Very annoying.
|
|
|
|
Been getting very slow downloads for some time - about 8Mbps on an 80Mbps fibre connection. Strangely when using a vpn speed increased to about 20Mbps. Used to get 70-75Mbps regularly
I knew about this thread and just thought "Me too".
Finally got round to phoning Tech Support yesterday.
Excellent service - guy (forget his name) talked me through a number of tests and eventually he thought it was the router.
Got hold of another and hey presto - speed back to 74Mbps bursting to 77.
Ah well!
|
|
|
graph looks a complete mess, not just the latency but is fair bit of packet loss also.
|
|
|
Getting some seriously poor speed test speeds right now.
http://lnx.co/tbb/zen.php
My BQM looks almost the same as your IPv4 BQM, matching the peaks and troughs..!
Live BQM
|
|
|
|
Yup. It is interesting how the latency increase seems to flatline at around 50ms. I've also just had a ppp session bounce (around 20 or so minutes ago) but landed back on the same gateway.
|
|
|
|
Hi,
As I've posted on the other thread, we've been investigating reports of poor speeds for a small number of customers. Please ensure that any faults are reported to our Tech Support teams, who will investigate, and can escalate as necessary.
Thanks,
Jon
|
|
|
|
Well I have been told by tech support nothing is wrong so how many times do I have to report the same problem? I sent lots of emails already just ti be tild the same every time. I just hope Zen can find whats causing this.
|
|
|
Well I have been told by tech support nothing is wrong so how many times do I have to report the same problem? I sent lots of emails already just ti be tild the same every time. I just hope Zen can find whats causing this.
They are taking it more seriously now, given that network engineers have got involved. I was not impressed with the initial response from Zen but they seem to be redeeming themselves now (the jury is still out).
I'd do as requested, ask that it be escalated and mention that it's clearly a bigger issue
Edited by deleted (Fri 19-Feb-16 16:43:43)
|
|
|
|
I hope they do take it seriously.
Keep us updated jongreen84.
Thank you
|
|
|
|
I just looked at service status page on zen website and on 7th and 8th of March they doing lots of hardware upgrades and they mention its for fttc affected customers. That might be fixed then.
|
|
|
|
Hi all,
Quick update. We've managed to replicate this, and have been investigating both on our own, and with our suppliers, and are making good progress.
Just to reiterate, it's really important that anyone experiencing problems with their service raises a fault with our tech-support teams, so that any other issues can be ruled out. Tech-support are also best placed to give updates on individual faults.
Thanks,
Jon
|
|
|
So are all tonight hardware upgrades related to our problem.?
Edited by deleted (Mon 07-Mar-16 12:54:35)
|
|
|
My connection is working really well today. - http://www.thinkbroadband.com/speedtest/results.html...
I wonder if changes have been made already or if this is just a fluke somehow...
|
|
|
It was better yesterday, but this is my lunch time plot;
http://www.thinkbroadband.com/speedtest/results.html...
Many Thanks.
Godfrey.
|
|
|
|
Hi,
Those changes are unrelated. We managed to recreate the issue on one of our staff lines, and are currently working with our suppliers to investigate the cause and find a resolution.
Thanks,
Jon
|
|
|
|
Thanks for the update, and apologies that you're still seeing issues.
We're actively working on this, but apologies for the inconvenience in the meantime.
|
|
|
|
Shame because these changes are for fttc affected customers according to zen status page. Keep us updated jongreen84
|
|
|
Hi all,
Quick update. We've managed to replicate this, and have been investigating both on our own, and with our suppliers, and are making good progress.
Just to reiterate, it's really important that anyone experiencing problems with their service raises a fault with our tech-support teams, so that any other issues can be ruled out. Tech-support are also best placed to give updates on individual faults.
Thanks,
Jon
Not being funny but when I contacted support about my issues here, the issue was not taken seriously. I wonder if my report got to you guys??
ZeN Fibre Unlimited 2
|
|
|
|
I don't really post on these forums but I do read them, I have been in contact with support now for a few weeks and not really getting much back from the emails.
I've noticed that when I was on bng1 gateway, it was fine but then I lost connection and landed back up on dsl6 and now the single threaded speed is very slow again.
So far dsl6 & dsl9 has been the ones I've been connected to when getting slow speeds.
I've given support alot of information, even information on how my home network is setup and what modem and router is being used, even the type of cables.
Hopefully this can be sorted soon as I'm getting fed up now.
|
|
|
I don't really post on these forums but I do read them, I have been in contact with support now for a few weeks and not really getting much back from the emails.
I've noticed that when I was on bng1 gateway, it was fine but then I lost connection and landed back up on dsl6 and now the single threaded speed is very slow again.
So far dsl6 & dsl9 has been the ones I've been connected to when getting slow speeds.
I've given support alot of information, even information on how my home network is setup and what modem and router is being used, even the type of cables.
Hopefully this can be sorted soon as I'm getting fed up now.
I am currently on bng1 and single threaded has been fine all day (normally I'd expect poor single threaded, great multithreaded) - but when I was on any of the dsl ones it was poor. I don't know why the naming convention is different (different vendor or model?) but it would seem that something actually is different between the two.
I also found that Zen support were very obsessed with my network too, even though I'd told them repeatedly that a computer connected directly into the Openreach modem had the same issue, so whatever it is was nothing to do with my router (which isn't a Zen approved or supplied model as Zen didn't give out free routers when I joined)
You should probably ask for it to be escalated, I kept getting a load of rubbish about how it was expected performance or how it's not Zen's fault, until I demanded it be escalated further
Edited by deleted (Mon 07-Mar-16 20:51:35)
|
|
|
|
|
|
|
This is a speed test from when I was on bng1 yesterday http://www.thinkbroadband.com/speedtest/button/14572...
It stayed like that all night.
At the moment, dsl6 was giving me around 6 - 13 Mbps tonight on single thread and multi thread was near max speed, since its nearing 11 pm, I'm currently getting around 25 Mbps on single thread.
So I agree with you, it does seem to be something wrong with certain gateways, especially dsl* ones.
I might try several PPP reconnects tomorrow to get back onto bng1 if its accepting connections again after the work done on it today.
When I first was emailing support I was getting emails back saying " at the reported time we can see your connection was busy " Yeah it was busy with me doing speed tests as requested and actually trying to stream stuff from YouTube but with endless buffering on 720p videos.. you know, using my connection that I pay for lol..
So I sent an email back being a bit pi**y saying " I'm not the typical user that doesn't know anything about networks or how the internet works " etc etc. Since then I seem to be getting replies from people that's part of the network team. But still not acknowledging that there's a problem within the network even after linking them to several posts on this board from staff members admitting it.
|
|
|
Huntyz - Do you know what gateway you are on ?
Edited by deleted (Mon 07-Mar-16 22:30:05)
|
|
|
|
How do you guys drop PPP? Just reset router?
|
|
|
That works. Some routers you can log into the interface and stop PPP, and the router will then immediately redial. This saves having to 1) reboot router 2) resync (if integrated vdsl modem).
ZeN Fibre Unlimited 2
|
|
|
Sunday :
BNG1 ( 06/03/2016 ): http://www.thinkbroadband.com/speedtest/results.html...
Tonight :
DSL6 ( 08/03/2016 ): http://www.thinkbroadband.com/speedtest/results.html...
Not as slow as it has been but not like it was when I first joined or on other gateways.
|
|
|
Sunday :
BNG1 ( 06/03/2016 ): http://www.thinkbroadband.com/speedtest/results.html...
Tonight :
DSL6 ( 08/03/2016 ): http://www.thinkbroadband.com/speedtest/results.html...
Not as slow as it has been but not like it was when I first joined or on other gateways.
Could you post a pathping to www.thinkbroadband.com ? would be interesting to see if the links show contention.
ZeN Fibre Unlimited 2
|
|
|
dsl2 today
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
C:\WINDOWS\system32>pathping -n thinkbroadband.com
Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops: (This evening)
0 192.168.1.67
1 192.168.1.254
2 62.3.84.21
3 62.3.84.189
4 62.3.80.41
5 82.71.254.2
6 80.249.97.85
7 80.249.99.130
Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 192.168.1.67
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.254
0/ 100 = 0% |
2 15ms 0/ 100 = 0% 0/ 100 = 0% 62.3.84.21
0/ 100 = 0% |
3 18ms 0/ 100 = 0% 0/ 100 = 0% 62.3.84.189
0/ 100 = 0% |
4 19ms 0/ 100 = 0% 0/ 100 = 0% 62.3.80.41
0/ 100 = 0% |
5 19ms 0/ 100 = 0% 0/ 100 = 0% 82.71.254.2
0/ 100 = 0% |
6 22ms 0/ 100 = 0% 0/ 100 = 0% 80.249.97.85
0/ 100 = 0% |
7 16ms 0/ 100 = 0% 0/ 100 = 0% 80.249.99.130
Trace complete.
Edited by deleted (Tue 08-Mar-16 20:33:16)
|
|
|
Sunday :
BNG1 ( 06/03/2016 ): http://www.thinkbroadband.com/speedtest/results.html...
Tonight :
DSL6 ( 08/03/2016 ): http://www.thinkbroadband.com/speedtest/results.html...
Not as slow as it has been but not like it was when I first joined or on other gateways.
I had to reboot my router, unfortunately, so I'm relegated to "DSL" hell. http://www.thinkbroadband.com/speedtest/results.html... - the speeds are slightly better than they have been before, but not as rock solid as yesterday on "bng1"
Pathping shows no loss and latency looks fine
Edited by deleted (Tue 08-Mar-16 20:39:38)
|
|
|
Sure, here it is :-
Tracing route to www.thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:
0 Pauls-PC.home.gateway [192.168.1.1]
1 home.gateway.home.gateway [192.168.1.254]
2 losubs.subs.dsl6.th-lon.zen.net.uk [62.3.84.27]
3 ae1-133.cr2.th-lon.zen.net.uk [62.3.86.133]
4 ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
5 netconnex-gw.zen.net.uk [82.71.254.2]
6 te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
7 www.thinkbroadband.com [80.249.99.130]
Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Pauls-PC.home.gateway [192.168.1.1]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% home.gateway.home.gateway [192.168.1.254]
0/ 100 = 0% |
2 9ms 1/ 100 = 1% 1/ 100 = 1% losubs.subs.dsl6.th-lon.zen.net.uk [62.3.84.27]
0/ 100 = 0% |
3 14ms 0/ 100 = 0% 0/ 100 = 0% ae1-133.cr2.th-lon.zen.net.uk [62.3.86.133]
0/ 100 = 0% |
4 14ms 0/ 100 = 0% 0/ 100 = 0% ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
0/ 100 = 0% |
5 14ms 0/ 100 = 0% 0/ 100 = 0% netconnex-gw.zen.net.uk [82.71.254.2]
0/ 100 = 0% |
6 13ms 1/ 100 = 1% 1/ 100 = 1% te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
0/ 100 = 0% |
7 10ms 0/ 100 = 0% 0/ 100 = 0% www.thinkbroadband.com [80.249.99.130]
Trace complete.
http://img.psp83.co.uk/pathping.jpg if you want to see an image with it formatted to read it easier.
|
|
|
@sor, sucks doesn't it
I emailed support today asking what's different between DSL6/9 & BNG1.
I'll post here if they answer me.
|
|
|
|
@aparat
I run a 2 box setup, modem and router.
My router is a Billion BiPac 7800 DXL lets me disconnect and reconnect the PPP session when I want.
If you run a 2 box setup and don't have a disconnect/reconnect option, just turn the router off for a few mins and back on again.
|
|
|
|
Hi,
I'm happy to provide some clarification on this. The bngX devices are the newer generation of our DSL gateways. In terms of functionality and customer experience, there should be no difference.
A possible explanation for the change in performance seen between connections on BNG/DSL gateways is that whenever a PPP session is reset, it's not necessarily just the gateway that's changed. A number of other factors can/will also change, for example which connection to BT the new session comes in over, and which endpoints are used. This can even be the case if the new connection is on the same gateway, as each gateway has multiple links to BT.
As part of the investigation into slow single-thread performance, all devices, including the dslX gateways where checked, and were/are not showing any congestion. Our links to BT were also checked, and are not showing congestion. When we managed to replicate the issue on a staff line, we manually forced this connection to bng1.th-lon, and still got poor single-thread performance on that connection.
Regarding the single-thread fault, we're still working with our supplier, and will continue to progress this. We'll provide updates when we can, but appreciate the frustration as this continues.
Hope this helps,
Jon
|
|
|
|
Jon,
Thanks for the update. I seem to be affected by this issue, but thought I was connected to a Zen POP. I had reported this to support at the start of Feb. (Brighton Kemptown [7680653:5579495]), but as I'm in the US with work hadn't followed up on it.
Regards, Simon.
|
|
|
|
Thanks for the info Simon, I'll make sure this is noted in the investigation.
Yes, we've been able to recreate the issue with both on-net and off-net connections. At this stage, we're not ruling out multiple issues resulting in the same/similar symptoms, but are still treating this as one investigation.
Kind Regards,
Jon
|
|
|
|
Sorry to butt in - just joined this forum.
This morning I had to reboot my router to move some furniture. I did a speed test at thinkbroadband before rebooting and the single thread speeds were OK (50 to 60 Mb/s). Traceroute showed I was on bng1 in London. After switching the router off for 20 minutes I ended up on dsl6 and the single thread download speed from thinkbroadband was barely ADSL speeds - 6Mb/s.
I had to reboot four days ago as well and the single thread speed were much better when on bng1.
It appears to me that there is a problem with the dsl gateways.
|
|
|
|
Thanks for the information Jon.
Feel free to do tests on my connection and force me onto any gateway, if it helps you out.
|
|
|
|
Thanks for the information, and sorry to hear that you're having issues too.
We'll look into the combination of factors that could be contributing to this, as changing gateway potentially changes a number of other things.
If you haven't reported a fault with our tech-support teams already, then please do.
Apologies again for any inconvenience, we are actively working on this issue.
|
|
|
|
Thanks Jongreen84. As soon as you get any news big or small please update this thread. But to be honest it does take a while ( few months ) to find what the problem is. What network team thinks? Much longer to fix it?
|
|
|
Would these issues explain why I am connected to the pop in London and not Manchester (i Live in Leeds)?
Various (Dile up) -> clara.net (Dile up) -> TELE2 (Microwave) -> ZeN (ADSL)
|
|
|
I dont think so. When I joined it was the same. I live near Leeds and my connection was routed via London pop, but month or two later Zen sorted it.
Edited by deleted (Wed 09-Mar-16 16:41:47)
|
|
|
Thanks for providing some explination, I think people here really do appreciate the info and hopefully your managers will support you! I see it as a good thing!
ZeN Fibre Unlimited 2
|
|
|
Thanks for providing some explination, I think people here really do appreciate the info and hopefully your managers will support you! I see it as a good thing!
In a previous life I worked in an extremely high level support role at a major IT equipment vendor (if you got to talk to me, then the problem needed developers or engineers to look at it). We found that being upfront and giving as much info as possible without breaking NDAs or confidentiality agreements or giving away trade secrets, along with regular updates, made even the most angry customer relatively happy to wait for a solution (and we're talking boxes that could cost £50k to £100k fully loaded, not a £35 internet connection).
Hopefully Zen can give out some information on what the underlying problem actually is, once it's been resolved. It'd be very interesting to know.
Edited by deleted (Wed 09-Mar-16 18:37:25)
|
|
|
Any chance of a progress update.
My single thread degradation is now starting to become apparent earlier in the working day, and the congestion is even starting to slow down multithread downloads.
http://www.thinkbroadband.com/speedtest/results.html...
I previously attempted to have Andrews and Arnold install a second line and provide a parallel VDSL service using a different backhaul supplier but Openreach were unable to supply a spare telephone line. Openreach can now supply a second line so I have a decision to make. An upfront honest appraisal of Zens ability to resolve this issue would certainly be appreciated.
Godfrey
|
|
|
Any chance of a progress update.
Both the engineers looking at this are in meetings this afternoon, I'll prompt them to provide an update tomorrow.
My own circuit is also affected by this issue. As some people have reported that the issue doesn't appear when terminated on BNG1 I've move my connection across to their and will also retest this evening.
|
|
|
Any chance of a progress update.
Both the engineers looking at this are in meetings this afternoon, I'll prompt them to provide an update tomorrow.
My own circuit is also affected by this issue. As some people have reported that the issue doesn't appear when terminated on BNG1 I've move my connection across to their and will also retest this evening.
I've had iffy performance on bng1 at least once so that would appear to confirm jongreen's statement that there are other things involved.
That said, I was on one of the dsl gateways a few minutes ago, getting approx 20Mbps single threaded, now on bng1 and getting 75Mbps with no problems
|
|
|
|
So I've completed my testing. I was connected to BNG1 and tested against the Zen speedtester (speedtest.zen.co.uk). Performance was brilliant. Kicked myself onto DSL6, terrible single threaded performance. Kicked back to BNG1 terrible single threaded. This matches what Jon and our other engineers have seen so far.
|
|
|
|
Hi,
Brandon did bring this to my attention yesterday, but I've only just had chance to update this, so apologies for the delay.
It looks like we've identified a number of potential issues which are resulting in the same symptoms, and we're currently working to resolve each issue. We have an investigation open with our supplier relating to some of the speed issues, and others appear to be related to certain interconnect points between us and our supplier, so we're working to narrow this down.
As some of you may have experienced, we've had some intermittent connectivity issues over the past couple of days also, so the team has been working on these, which as you can imagine is been keeping us busy!
We fully appreciate the frustration caused by these issues, and appreciate your patience while myself and my colleagues work to resolve them.
Kind Regards,
Jon
|
|
|
|
Thanks for the feedback. We're happy to be providing useful information, and being techies ourselves means we do realise that some customers do appreciate the more detailed updates.
As has been mentioned, some aspects will be commercially sensitive/not general public knowledge, but I don't see any issue with what we've been discussing so far, so we'll do our best to keep you updated.
|
|
|
|
Hi,
Apologies for the delay in getting back to you on this.
While geographic location is a factor in where we terminate customers, we also take into account the capacity of our connections to our suppliers, and also the capabilities of the broadband platforms at each site.
Hopefully this helps explain!
Jon
|
|
|
|
|
|
|
Wow, that looks terrible.
Please make sure you update your support case with that information, as it looks a lot worse than the slow single-thread issue, and the packet loss is really quite a worry - so I want to ensure we don't skip over another issue (e.g. congested SVLAN).
Could you also PM me which exchange you're on please.
Edit: To add, thank you for the update.
Edited by deleted (Wed 16-Mar-16 21:15:03)
|
|
|
Yeah it was terrible, couldn't really do anything at the peak of it
When I did the speed test on this site, I did one straight after on http://speedtest.btwholesale.com and it came back a little bit over 52 Mbps.
My profile is 54.8 Mbps.
I don't know if its coincidence but I re-enabled IPv6 today (hence the dropped connection in the graph at 2pm).
Another thing I've noticed is that if I get connected to BNG1 the connection doesn't last long and it seems to drop my connection and I end up back on DSL6.
Paul
Edited by deleted (Thu 17-Mar-16 00:53:12)
|
|
|
|
|
|
|
Its quite bad tonight.
Snap
edit - mixt beat me!
Edited by bet_here (Wed 16-Mar-16 23:38:00)
|
|
|
|
Thank you for the updates all, it's really helpful. Apologies for the disruption caused by this.
Some work has taken place overnight which should help to mitigate some of these issues. I still need to catch up with our tech support teams but in the meantime I'd recommend a PPP drop/router reboot if you're seeing similar issues today.
Apologies again for the disruption caused by this.
Jon
|
|
|
Thanks for the update Jon.
I did notice there was a few drops in connection last night.
https://f8lure.mouselike.org/proxyfirebrick.asp?ID=5...
Was this the work being done ?
Paul
|
|
|
|
Hi Paul,
I've just looked into your account and you're not on one of our unbundled exchanges.
The work last night was related to the platform that terminates unbundled exchanges, and shouldn't have caused any disruption to customers.
My concern here is that there is some other cause to your particular issues, so I'm going to catch up our tech-support team to see how we can progress this.
Thanks again for the extra information.
Jon
|
|
|
Here in sunny Tavistock this morning whilst on DSL2
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
With a router power cycle it is now using DSL1
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/ping/share/910990a65fa...
Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.
C:\WINDOWS\system32>pathping thinkbroadband.com
Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:
0 GGF-MainPC.lan [192.168.1.65]
1 dsldevice.lan [192.168.1.254]
2 losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]
3 ae1-113.cr2.th-lon.zen.net.uk [62.3.84.181]
4 ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
5 netconnex-gw.zen.net.uk [82.71.254.2]
6 te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
7 www.thinkbroadband.com [80.249.99.130]
Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 GGF-MainPC.lan [192.168.1.65]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% dsldevice.lan [192.168.1.254]
0/ 100 = 0% |
2 16ms 0/ 100 = 0% 0/ 100 = 0% losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]
0/ 100 = 0% |
3 20ms 0/ 100 = 0% 0/ 100 = 0% ae1-113.cr2.th-lon.zen.net.uk [62.3.84.181]
0/ 100 = 0% |
4 20ms 0/ 100 = 0% 0/ 100 = 0% ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
0/ 100 = 0% |
5 21ms 0/ 100 = 0% 0/ 100 = 0% netconnex-gw.zen.net.uk [82.71.254.2]
0/ 100 = 0% |
6 21ms 0/ 100 = 0% 0/ 100 = 0% te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
0/ 100 = 0% |
7 16ms 0/ 100 = 0% 0/ 100 = 0% www.thinkbroadband.com [80.249.99.130]
Trace complete.
C:\WINDOWS\system32>pathping zen.net.uk
Tracing route to zen.net.uk [212.23.8.3]
over a maximum of 30 hops:
0 GGF-MainPC.lan [192.168.1.65]
1 dsldevice.lan [192.168.1.254]
2 losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]
3 ae1-113.cr2.th-lon.zen.net.uk [62.3.84.181]
4 xe-2-0-0-173.dr2.lr-slo.zen.net.uk [62.3.80.106]
5 xe-2-0-2-41.dr1.lr-slo.zen.net.uk [212.23.8.3]
Computing statistics for 125 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 GGF-MainPC.lan [192.168.1.65]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% dsldevice.lan [192.168.1.254]
0/ 100 = 0% |
2 16ms 0/ 100 = 0% 0/ 100 = 0% losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]
0/ 100 = 0% |
3 19ms 0/ 100 = 0% 0/ 100 = 0% ae1-113.cr2.th-lon.zen.net.uk [62.3.84.181]
0/ 100 = 0% |
4 24ms 0/ 100 = 0% 0/ 100 = 0% xe-2-0-0-173.dr2.lr-slo.zen.net.uk [62.3.80.106]
0/ 100 = 0% |
5 24ms 0/ 100 = 0% 0/ 100 = 0% xe-2-0-2-41.dr1.lr-slo.zen.net.uk [212.23.8.3]
Trace complete.
2.1 Type VDSL
2.2 Status Up
2.3 Uptime 0 days 0 hours 45 mins 35 secs
2.4 Line Rate (Down / Up) 79987 kbps / 20000 kbps
2.5 Noise Margin (Down / Up) 7.8 dB / 9.6 dB
2.6 Attenuation (Down / Up) 11.1 dB / 7.1 dB
2.7 Power (Down / Up) 13.6 dBm / 5 dBm
Godfrey
|
|
|
|
Thanks for the update. This fits in with what Brandon was seeing, and we have some work planned to hopefully narrow this down. I'll keep you updated.
Jon
|
|
|
Thanks jongreen for info but it is as it was ( slow) and I am on unbundled exchange. Hope your team resolves it soon. Keep us updated.
Edited by deleted (Fri 18-Mar-16 06:07:16)
|
|
|
Just to chime in, I am seeing the same issues. I'm getting increased latency and packet loss during peak times, I'm on DSL6.
Should I open a support ticket or something or provide someone info via PM?
http://www.thinkbroadband.com/ping/share/92f8907e648...
|
|
|
Yep, same again tonight.
http://www.thinkbroadband.com/ping/share/757f0841dfb...
I have updated support email again.
|
|
|
|
Hi,
Thanks for the info. You definitely need to raise a support ticket. At first glance that looks like a congested SVLAN in BT's network, rather than the issue around single-thread download performance.
Thanks,
Jon
|
|
|
|
Thanks Paul,
That also looks like a congested SVLAN, rather than the poor single-thread issue. I believe someone in our support team is working with you to narrow this down. I personally know the agent, and you're in good hands.
Jon
|
|
|
Thanks for the reply, my graphs look almost identical to PSP83's which is interesting. I've opened up ticket 7869926:5631209.
I don't know if we're on the same exchange or anything though, but I am on the Cambridge (EACAM) exchange.
Edited by deleted (Fri 18-Mar-16 11:56:39)
|
|
|
I have an almost identical graph:
http://www.thinkbroadband.com/ping/share/a3c2384d89c...
This is on ADSL2+ on WW FOWE.
I'm loathe to raise a ticket because it's not affecting me too badly and my line might be reset as part of any diagnostic procedure, which I don't want.
|
|
|
|
Thanks for the update. It would be really helpful if you do raise a ticket, just so we can keep a track of things. I can't see any reason they'd reset anything, but you can always reiterate that you don't want this to happen.
If you PM me your username, I'll get the person looking into PSP's fault to also look at this.
|
|
|
Stay on topic guys. Its about single thread issues.
Any more work 0lanned jongreen? Because whatever team did few days ago didnt resolved it. Im on Illingworth exchange
Edited by deleted (Fri 18-Mar-16 13:02:05)
|
|
|
Stay on topic guys. Its about single thread issues.
Any more work 0lanned jongreen? Because whatever team did few days ago didnt resolved it. Im on Illingworth exchange
This is on topic, we are all having slow single thread speeds.
There's only been recently a spike in latency for people (that started with single thread issue months ago)
They still don't know if its all linked, so it all helps to see if there's a wider issue here.
Edited by deleted (Fri 18-Mar-16 13:20:01)
|
|
|
Thanks for the reply, my graphs look almost identical to PSP83's which is interesting. I've opened up ticket 7869926:5631209.
I don't know if we're on the same exchange or anything though, but I am on the Cambridge (EACAM) exchange.
I'm in Devizes, Wiltshire. SSDEV exchange.
|
|
|
|
Very true they still dont know if its linked.
|
|
|
Thanks Paul,
That also looks like a congested SVLAN, rather than the poor single-thread issue. I believe someone in our support team is working with you to narrow this down. I personally know the agent, and you're in good hands.
Jon
Thanks Jon, hopefully its all connected and you can find a fix for everyone getting the same issue.
|
|
|
Very true they still dont know if its linked.
Hopefully our problems can be fixed soon 
|
|
|
I thought I'd posted this on Wednesday night, but I can't see it in the thread.
Very similar issue here with poor single thread performance
http://www.thinkbroadband.com/speedtest/results.html...
It's not much better at a quiet time of day either
http://www.thinkbroadband.com/speedtest/results.html...
(SSBCL exchange) - should I also raise a support ticket?
|
|
|
I have an almost identical graph:
http://www.thinkbroadband.com/ping/share/a3c2384d89c...
This is on ADSL2+ on WW FOWE.
I'm loathe to raise a ticket because it's not affecting me too badly and my line might be reset as part of any diagnostic procedure, which I don't want.
I'm somewhere in the same area code as you, and while I don't have the massive jumps in latency in the evenings, I do have a rather rough looking graph 24/7, and non-zero packet loss in the evenings: http://www.thinkbroadband.com/ping/share/512bd86e877... (FTTC in my case).
Plus the single threaded issues generally, of course (except when the combination of bng1 and good backhaul align correctly)
Zen are already well aware of my problem, though
Edited by deleted (Fri 18-Mar-16 14:44:21)
|
|
|
The graphs for you, PSP83 and myself are amazingly similar despite us being a couple of hundred miles from eachother.
Mine:
http://www.thinkbroadband.com/ping/share/0f6f107b322...
Yours:
http://www.thinkbroadband.com/ping/share/757f0841dfb...
PSP83's:
http://www.thinkbroadband.com/ping/share/a3c2384d89c...
What gateways are you guys on? DSL6 here which seems to be reported as being potentially problematic.
My live graph is starting to show packet loss right now but I'm yet to get the latency increase this evening.
Edited by deleted (Fri 18-Mar-16 17:42:06)
|
|
|
This is a snapshot of DSL1 / DSL6 / DSL2 over the last 24 hours.
http://www.thinkbroadband.com/ping/share/7d6dd8f520c...
But, irrespective of which backhaul DSL is being used, my single thread downloads are now so slow that even the six thread result is being crippled.
http://www.thinkbroadband.com/speedtest/results.html...
This graph illustrates the deterioration of my VDSL since November
http://s1070.photobucket.com/user/3MbBik/media/vdsl%...
Just how bad will it have to get before Zen are prepared to release us from our contracts?
Edited by deleted (Fri 18-Mar-16 18:19:06)
|
|
|
You definitely need to raise a support ticket. At first glance that looks like a congested SVLAN in BT's network, rather than the issue around single-thread download performance.
Thanks,
Jon
Hmmm so when I raised a ticket with zen I was told BT would only do work on the SVLAN if I had a fail on a TAP3. I was having the shocking throughput issues everyone else on this thread was having..
So one rule for one customer and something completely different for another?
|
|
|
Here's todays graph for you http://www.thinkbroadband.com/ping/share/ac59e89965c...
Let see how things goes tonight.
I'm on DSL6 at the mo, whenever I get connected to BNG1 everything is normal, until my connection drops after a few hours and goes back to DSL6.
I can never keep a stable PPP connection when on BNG1, it seems I get booted off and back to DSL6 all the time after a few hours of good speed.
|
|
|
Once again we are amazingly similar, today's graph for me, look at that spike:
http://www.thinkbroadband.com/ping/share/b4a02c62ce0...
I've not yet managed to connect to anything other than DSL6.
Edited by deleted (Fri 18-Mar-16 20:08:07)
|
|
|
And here's mine. Zen POP - Brighton Kemptown.
My Broadband Ping
|
|
|
|
On DSL6 as well by any chance?
|
|
|
|
Hi,
Just to confirm, we have investigated, and not found any issue with dsl6.th-lon.
I see that you've raised a support ticket, so your issues will be investigated by our support team.
Regards,
Jon
|
|
|
|
Hi,
I'd suggest anyone with speed issues raises a ticket with our support teams. Any issues which look to be related to our core/access networks will be escalated to us to investigate, and resolve where necessary.
Some issues will require work from our Tech Support teams, potentially with the help of our suppliers.
I'm just trying to make sure that effort is being focussed in the right areas, as a lot of the reports on this thread appear to be general speed issues, and separate to the single-thread issue.
Hope this clears things up.
Jon
|
|
|
|
I've been getting similar issues on dsl6.th-lon, but I don't think its related directly to the gateway itself.
I've found that by dropping PPP and re-establishing it, while I always end up on dsl6.th-lon, I don't always seem to go via the same route to get there. Doing so has seen me go from poor speed to normal speed, bad latency to good latency, etc.
I also notice that while I always end up on dsl6.th-lon, other gateways (I've seen dsl4, dsl5 before) are mentioned within the debug output of the PPP daemon on my router as it's establishing a connection, but I always end up on dsl6 in the end.
I've not opened a ticket on this yet as my cabinet got killed by a car crash a couple of weeks ago and its not fully settled yet after they fitted the new cab, and I didn't want to muddy the waters adding potential issues related to that to the mix.
If it helps in any way though, exchange is Bewdley (WMBEW) PCP 3.
|
|
|
|
Jongreen84 tell me when its going to be fixed. Its months now. Do you have any more info to share, surely team must know now what to problem is.
|
|
|
|
Fully understand your frustration with this, apologies for the delay.
We're still working with our supplier on the issue of slow single-thread downloads, and have requested an update today. We've been testing with a staff line, and our supplier has found a number of issues that could be the root-cause of this, but we'd still like to confirm.
|
|
|
Jongreen84 tell me when its going to be fixed. Its months now. Do you have any more info to share, surely team must know now what to problem is.
It'd be nice to get some more information other than "we're working on it" repeated ad infinitum. I know there may be commercial and other concerns, but there's surely some wiggle room.
As I said, I used to work in a support role at a major vendor and if I did the same thing with our customers they'd quickly get angry. I suspect Zen is a customer of that vendor (everyone is), and I doubt Zen's network engineers would be happy with "we're working on it, hold tight" for months if they had an open support case with us...
Edited by deleted (Mon 21-Mar-16 13:37:40)
|
|
|
|
Five days ago I got an update from the ISP on the single thread issue: "The physical issue however appears to lie on BT Openreach equipment. Now we are liaising with them to try and resolve this issue but it has not been easy to identify the root cause." What is odd is that no other ISP appears to have single-thread issues, at least not that I can find in the thinkbroadband forum.
According to an earlier post on this topic, Zen has just two engineers working on this problem. Surely, selling internet connectivity is the core part of the ISP's business and should warrant more urgent and extensive action than this.
I suspect the problem will be solved in the next financial year when equipment can be upgraded or more connectivity purchased from Zen's suppliers.
|
|
|
plusnet have/had them on BT wholesale, they ended up deciding to bypass the shared BTw MISL's and are rolling out a new network.
|
|
|
plusnet have/had them on BT wholesale, they ended up deciding to bypass the shared BTw MISL's and are rolling out a new network.
It's been mentioned that people who are on Zen's unbundled network are also seeing the same thing, so if it's a fault in Openreach, it must be within the NGA kit?
|
|
|
Single thread seems to be working really good tonight:
http://www.thinkbroadband.com/speedtest/results.html...
|
|
|
I'm just trying to make sure that effort is being focussed in the right areas, as a lot of the reports on this thread appear to be general speed issues, and separate to the single-thread issue.
Is this not a single thread problem then my humble apologies. check out that ping on a Zen line that there is 'nothing wrong with it'
http://www.thinkbroadband.com/speedtest/button/14571...
|
|
|
|
|
|
|
|
Mine seems to be better for last 2 days Sunday was really bad see this week and if this continue I have to look else where
|
|
|
I appear to have been switched onto BNG1 early this morning
http://www.thinkbroadband.com/ping/share/910990a65fa...
For the first time in months my mid afternoon single thread download speed is the same speed as the six thread.
http://www.thinkbroadband.com/speedtest/results.html...
Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:
0 GGF-MainPC.lan [192.168.1.67]
1 dsldevice.lan [192.168.1.254]
2 losubs.subs.bng1.th-lon.zen.net.uk [62.3.80.17]
3 ae1-176.cr1.th-lon.zen.net.uk [62.3.80.36]
4 netconnex-gw.zen.net.uk [82.71.254.2]
5 te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
6 www.thinkbroadband.com [80.249.99.130]
Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 GGF-MainPC.lan [192.168.1.67]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% dsldevice.lan [192.168.1.254]
0/ 100 = 0% |
2 15ms 0/ 100 = 0% 0/ 100 = 0% losubs.subs.bng1.th-lon.zen.net.uk [62.3.80.17]
0/ 100 = 0% |
3 18ms 0/ 100 = 0% 0/ 100 = 0% ae1-176.cr1.th-lon.zen.net.uk [62.3.80.36]
0/ 100 = 0% |
4 18ms 0/ 100 = 0% 0/ 100 = 0% netconnex-gw.zen.net.uk [82.71.254.2]
0/ 100 = 0% |
5 22ms 0/ 100 = 0% 0/ 100 = 0% te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
0/ 100 = 0% |
6 15ms 0/ 100 = 0% 0/ 100 = 0% www.thinkbroadband.com [80.249.99.130]
Trace complete.
Godfrey.
|
|
|
I've also experienced similar speed issues over last month. Couldn't understand why after many years of stable and fast connection, my speed went very slow. Until I came across this thread.
Websites and videos/images are loading slower and keep buffering.
Looks like I'm on dsl2.th-lon, that is having speed issues.
Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms router.asus.com [192.168.1.1]
2 7 ms 6 ms 7 ms losubs.subs.dsl2.th-lon.zen.net.uk [62.3.84.21]
3 8 ms 7 ms 18 ms ae1-115.cr2.th-lon.zen.net.uk [62.3.84.189]
4 94 ms 14 ms 6 ms ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
5 7 ms 6 ms 7 ms netconnex-gw.zen.net.uk [82.71.254.2]
6 9 ms 8 ms 12 ms te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
7 7 ms 7 ms 11 ms www.thinkbroadband.com [80.249.99.130]
http://www.thinkbroadband.com/speedtest/results.html...
If I do a speedtest.net test, I get full speed.
http://www.speedtest.net/result/5191919597.png
Zen need to fix this issue ASAP, which looks like it's been ongoing since January. Otherwise I'll and many others will be looking at other providers and most are cheaper.
I have raised a support ticket.
Edited by knight01 (Wed 23-Mar-16 16:52:52)
|
|
|
|
If you haven't already, send support an email with all the information and link to this thread so they know you are getting the same issues.
|
|
|
I got this response from support by email..
---
I have forwarded this to a dedicated team that looks into this single thread issue. It appears this issue is happening with other ISP's as well and has been raised to the second line Openreach. At the moment we have no further updates, unfortunately we have no indication when we will get an update but if you want more information you can request an update weekly by emailing [email protected]
This means the issue might be around for a while. But it is certainly not being neglected. We have dedicated people dealing with this issue on a daily basis.
---
So hopefully something can be sorted soon, although it was better yesterday and even better today, but I will wait and see until support say all issues are fixed before anything.
|
|
|
I've just raised a support ticket. Hopefully this get fixed.
I can't watch Better Call Saul on Netflix, it keeps buffering.
|
|
|
Mine still [censored].
http://www.thinkbroadband.com/speedtest/results.html...
Oh God when I hear openreach that means ages to resolve, jongreen please say I'm wrong.
Your supplier supposed to give you update on Monday. Any news?
|
|
|
... When we managed to replicate the issue on a staff line, we manually forced this connection to bng1.th-lon, and still got poor single-thread performance on that connection.
Regarding the single-thread fault, we're still working with our supplier, and will continue to progress this. We'll provide updates when we can, but appreciate the frustration as this continues.
I reconnected the routers PPP session and was connected to bng1.th-lon.
@jongreen84 Just like your staff line, my performance/speed is also poor on bng1.
http://www.thinkbroadband.com/speedtest/results.html...
Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms router.asus.com [192.168.1.1]
2 7 ms 7 ms 7 ms losubs.subs.bng1.th-lon.zen.net.uk [62.3.80.17]
3 7 ms 6 ms 6 ms ae1-176.cr1.th-lon.zen.net.uk [62.3.80.36]
4 7 ms 7 ms 7 ms netconnex-gw.zen.net.uk [82.71.254.2]
5 8 ms 9 ms 9 ms te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
6 7 ms 7 ms 7 ms www.thinkbroadband.com [80.249.99.130]
Trace complete.
I'm still having the same slow issue. I tried downloading the test files and download speeds are between 60Kbps - 110Kbps. Thats 1% of what I should be getting. Again if I do a Speedtest.net speed test, I get full speeds.
Support ticket id: [7879929:5637349]
Edited by knight01 (Wed 23-Mar-16 19:47:21)
|
|
|
Same boat as you.
Internet is basically unusable for streaming HD tonight.
1 <1 ms <1 ms <1 ms shoebox.local [192.168.0.1]
2 12 ms 12 ms 12 ms losubs.subs.dsl6.th-lon.zen.net.uk [62.3.84.27]
3 11 ms 14 ms 12 ms ae1-133.cr2.th-lon.zen.net.uk [62.3.86.133]
4 12 ms 12 ms 12 ms ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
5 12 ms 12 ms 12 ms netconnex-gw.zen.net.uk [82.71.254.2]
6 13 ms 13 ms 14 ms te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
7 12 ms 12 ms 12 ms www.thinkbroadband.com [80.249.99.130]
TBB Speedtest
I was on bng1.th-lon earlier, dropped PPP, ended up on dsl6.th-lon, same speeds being seen.
Speedtest.net giving me full speeds.. what the hell is going on!
|
|
|
I was on bng1.th-lon earlier, dropped PPP, ended up on dsl6.th-lon, same speeds being seen.
Speedtest.net giving me full speeds.. what the hell is going on!
Things are pretty good on dsl1 for me tonight. http://www.thinkbroadband.com/speedtest/results.html...
|
|
|
|
|
|
|
|
|
|
|
Still no improvement, even normal web browsing is getting slow and quite bad now. I'm on dsl1.th-lon now.
http://www.thinkbroadband.com/speedtest/results.html...
What's going on Zen, sort it out. No reply from Zen on this thread since Monday and my support ticket has had no reply either.
I joined Zen in 2006 from Plusnet, after Plusnet service and reliability went downhill. Don't let it happen here, your user base will start going down.
Support ticket id: [7879929:5637349]
|
|
|
I don't know if this is relevant? Still looks like pie in the sky!
http://status.zensupport.co.uk/active/5/4650
|
|
|
|
Hi all,
Thanks for your patience on this. We're still working on the reported issues, but I would like to provide a quick update.
Following some BT maintenance on our connections to them in London, we noticed a potential issue with a part of the network that brings traffic from the BT nodes into our network. The emergency maintenance above was indeed to isolate this path, and we've seen an improvement following the work.
As some of you have also spotted, we've deployed some new hardware to provide extra capacity on our London broadband platform. This new generation routers give us a lot of extra capacity for future growth.
We're also continuing to investigate a related issue with Openreach, as in at least one case, we've narrowed the problem down to be outside of our network.
As you can see, there are a number of activities going on around this, but hopefully you should now start to see improvements. The updates from everyone are really useful, so please keep them coming.
As always, please let our tech support teams know if there are any issues. In the meantime, I hope you enjoy your long weekend!
Regards,
Jon
|
|
|
I also notice that while I always end up on dsl6.th-lon, other gateways (I've seen dsl4, dsl5 before) are mentioned within the debug output of the PPP daemon on my router as it's establishing a connection, but I always end up on dsl6 in the end.
Just to add some explanation to this - yes you're right. As you have IPv6 enabled, if your connection comes in to a gateway not configured for IPv6, it will be forwarded to one that does, which in a lot of cases, will have been dsl6.th-lon.
The newer gateways (bngX) are configured for IPv6, as Bran mentioned. As such, if you connect to this, there is no need for your session to be forwarded on.
Hope this helps,
Jon
|
|
|
Thanks for the update. I appreciate the extra detail.
I have noticed that things are much better and more consistent now, with it not mattering too much what gateway I land on. Hopefully it'll stay that way
Have a good weekend.
|
|
|
This makes perfect sense, much appreciated, Jon!
Also much thanks for the update on the single thread stuff. Glad to know its being looked at seriously.
Could you answer why though, that while my general internet use was pretty crippled yesterday, tbb speedtester was registering <5mbit even for the multi-threaded test, and a few other speedtest sites the same.. speedtest.net maintained perfect performance throughout? File downloads were very slow too.
I could literally run a tbb test that comes back at 3mbit, then immediately after start a speedtest.net and get 74mbps.. reliably.
@knight01 was getting the same thing
|
|
|
Thanks for the update, everything seems to be back to normal.
|
|
|
Not for me
|
|
|
My single thread is better this morning, but it is Good Friday and I guess broadband traffic is is light. However the speeds vary widely:
http://www.thinkbroadband.com/speedtest/button/14589...
This was taken on dsl2. bng1 shows similar ups and downs. It look as if single thread is still unstable.
|
|
|
This is what I'm getting after Zen fixed it. I'm on dsl1.th-lon.
http://www.thinkbroadband.com/speedtest/button/14589...
|
|
|
|
|
|
|
|
|
|
|
Not sure what happened with my ADSL service last night, but it went downhill during the few hours I was updating my iPad.....
My Broadband Ping
Is that normal for an Apple update?
Current on Zen, getting around 5mb down - .8mb up
Exchange is Fibre enabled, Cab not economically viable to upgrade - though 'Now Exploring Solutions aka we want someone else to pay for it.'
Edited by kebabselector (Sat 26-Mar-16 13:25:05)
|
|
|
Not sure what happened with my ADSL service last night, but it went downhill during the few hours I was updating my iPad.....
My Broadband Ping
Is that normal for an Apple update?
It may well of been backing up to icloud, did you leave your device plugged in and on?
Edited by clivers (Sat 26-Mar-16 13:52:46)
|
|
|
It was on, but it doesn't backup to iCloud - it did have a stack of updates however - not seen and update knacker my connection so bad. I did update both my Mac Mini and MacBook Air the other day and it didn't cause the same issues.
Current on Zen, getting around 5mb down - .8mb up
Exchange is Fibre enabled, Cab not economically viable to upgrade - though 'Now Exploring Solutions aka we want someone else to pay for it.'
|
|
|
If you are only on ADSL, then any upload or update download will knock your latency about just like that. get exactly the same on both our lines.
See windows update here yesterday evening and video streaming all afternoon today.
http://www.thinkbroadband.com/ping/share/42d1cf90475...
|
|
|
My single thread downloads are all over the place. Just look at this nonsense:
11:55 am Sunday 27 March 2016
http://www.thinkbroadband.com/speedtest/button/14590...
11:57
http://www.thinkbroadband.com/speedtest/button/14590...
11:58
http://www.thinkbroadband.com/speedtest/button/14590...
I'm on bng1.th-lon.
There's either something wrong with my setup, or Zen hasn't fully fixed the problem.
Has anyone else seen a "sine wave" on their single thread downloads? I have sent Zen my router setup and they say it looks normal, so I have to assume there is still a network problem somewhere. It's been like this for months and I have lost patience with the ISP.
|
|
|
It's been like this for months and I have lost patience with the ISP.
Then you need to vote with your feet and move to a different ISP preferably using non BT backhaul such as Sky, TalkTalk, Vodafone etc. As well as being cheaper, chances are you'll end up getting a better service. If this saga was happening to a cheaper ISP they would have lost nearly all of their customers by now and would have probably gone tits up....think of Orange's ADSL2+ (LLU based) service a good few years ago.
But no doubt some will say customer support is far more important than the quality of the actual connection itself LOL
|
|
|
|
|
|
|
Mine too
Was fine all weekend and today all over the place.
http://www.thinkbroadband.com/speedtest/button/14592...
|
|
|
|
That is what I'm going to do. April is the last month of my contract and last month of waiting.
If not fixed I'm going to look for another provider.
5 months of the same problem is more then enough.
|
|
|
thanks for the reply, looks as if its back to normal now.
Current on Zen, getting around 5mb down - .8mb up
Exchange is Fibre enabled, Cab not economically viable to upgrade - though 'Now Exploring Solutions aka we want someone else to pay for it.'
|
|
|
I would say I can't beleive these issues are still ongoing but it seems like they might of only just been starting when I noticed them...
I did approach Tech Support about it a couple of times, told them I was suffering packet loss issues, but they didn't care and kept quoting that my usage being over 200GB was fine... seems some of you on here have had similar experiance...
I kinda lost interest then and ended up getting another connection installed for more sensitive things and then I had to move house anyway which then resulted in very poor customer service attitude from Zen that resulted in them losing me as a customer...
|
|
|
Should've known the (normal) speeds wouldn't last long. We're paying a "premium" price for a non-premium service at the moment. I would expect this from Talk-Talk or Sky.
It's going from bad to worse at Zen. Zen need to lose few stars for reliability from their homepage.
|
|
|
I wouldn't say Zen's exactly a premium service (unless home office package £59), however that's besides the point...
I do agree though that a company that has all these awards and seems to love advertising the fact that it has them, they sure don't seem to deliver on those rewards... unfortunately other providers have been the same in my experience.
So far the best service I've had is from one of the least rated and non award toting providers....
I hope things start looking up for you guys in the cold Zen pool, though by the sounds of things some of you might of got out the pool before its warmed up again.
|
|
|
I definitely wasn't impressed by the initial response from Zen. For a company that crows on about its award winning customer service, I wasn't exactly feeling it when I was told that getting less than 10Mbps single threaded performance during the day is "expected" and how it could be that the server can't deliver such high speeds (yeah right) or that the cabinet could be congested (not likely). They even had the gall to say "well if this was an issue, we'd be seeing lots of complaints". Felt like I was dealing with TalkTalk.
They didn't take it at all seriously until enough of us got angry, it seems
Edited by deleted (Wed 30-Mar-16 10:54:51)
|
|
|
They didn't take it at all seriously until enough of us got angry, it seems
With all due respect, that is the way it works... normally. This is purely based on presumptions, which happens a lot in tech-support environments. Why should there be anything wrong if just one person is reporting issues? It's only when numerous customers do, which then suggests the problem is of a larger scope.
I admit, it is annoying, that they have possibly been this dismissive to begin with, but Jon Green has been very forthcoming with the information pertaining to this fault. He's even said to everyone concerned on this thread to open a support ticket - this helps them gauge the severity of the fault and possibly where it lies, as they have already disclosed that it appears to be quite an illusive fault, possibly consisting of several different compounding issues, and those are the worst to try and fault find for, especially when a 3rd party is involved like BT etc.
Also, I am personally amused by the number of folk who post non-optimal speed test results and then jump and shout like their pants are on fire that they will immediately move to alternative waters if Zen don't fix this within the next 24 hours. Are you people living the in the real world? Is this fault causing you grief? Is it upsetting your usual internet experience? Is it causing playback issues on iPlayer, YouTube? Causing VOIP drop-outs? If you answer yes to all this, then sure - I can see why you would want to leave - and please do so! If you answered no, and you're purely basing your decision on some one-off speed tests, then you really need to lighten up a bit and be more patient. I have noticed slowness but it has not aggravated me enough to be noticeable.
Personally, I have noticed a vast improvement, though I have been connected to bng1 for the past few days. But I'm also not presuming that the first bit of improvement seen indicates this issue has been resolved. As has been more than likely the case, the perceived performance increase over the holiday there was more than likely due to everyone departing the country for a few days.
I await Jon's next update - I'm sure it will be just as informative as his last posts, and hopefully positive news.
Edited by deleted (Wed 30-Mar-16 11:47:06)
|
|
|
With all due respect, that is the way it works... normally. This is purely based on presumptions, which happens a lot in tech-support environments. Why should there be anything wrong if just one person is reporting issues? It's only when numerous customers do, which then suggests the problem is of a larger scope.
I've said before that in a previous life, I used to work in one a major IT vendor's many support teams. This company had a policy of escalating any problem that they weren't sure about or where the customer was even the slightest bit angry, and people like me dealt with them
If a customer came to me with an interesting and not before seen issue - I wouldn't necessarily dismiss it as a one off, tell them that stuff happens, and to go away. Especially when that customer is able to reproduce the issue over and over again.
I wouldn't fob them off with rubbish like "yes, your £100k system crashes when you do this - this is expected", and if I said that I'd be crucified for it. I suspect that if Zen used our equipment and was experiencing issues, they would not appreciate the sort of response that I got.
I'd ask for more data, get logs, try to reproduce it myself, etc - and that's what I did - I could easily and repeatedly show that single threaded performance took a dive from mid-morning to midnight and magically recover overnight.
Indeed, the person I originally spoke to at Zen confirmed that he could reproduce it on a co-worker's connection! So why dismiss what I say as rubbish? Especially don't give me rubbish like "some servers can't send data that fast" (I'm sure that Akamai just can't handle my blistering 70Mbps connection)
What was also quite unhelpful is constantly asking about my router, or telling me that my "usage is quite high", even though I've told them over and over again that the issue persisted when connected directly to the modem, and that I'm the only person using the connection when I do the tests
I admit, it is annoying, that they have possibly been this dismissive to begin with, but Jon Green has been very forthcoming with the information pertaining to this fault. He's even said to everyone concerned on this thread to open a support ticket - this helps them gauge the severity of the fault and possibly where it lies, as they have already disclosed that it appears to be quite an illusive fault, possibly consisting of several different compounding issues, and those are the worst to try and fault find for, especially when a 3rd party is involved like BT etc.
This is great, but the point I'm making is that it took a lot of hassle to get someone at Zen to actually pass it to a person like Jon Green in the first place. As an "award winning ISP" I expected a much easier process to get someone more senior to look at it
Also, I am personally amused by the number of folk who post non-optimal speed test results and then jump and shout like their pants are on fire that they will immediately move to alternative waters if Zen don't fix this within the next 24 hours. Are you people living the in the real world? Is this fault causing you grief? Is it upsetting your usual internet experience? Is it causing playback issues on iPlayer, YouTube? Causing VOIP drop-outs? If you answer yes to all this, then sure - I can see why you would want to leave - and please do so! If you answered no, and you're purely basing your decision on some one-off speed tests, then you really need to lighten up a bit and be more patient. I have noticed slowness but it has not aggravated me enough to be noticeable.
Some of the affected customers are in contracts - so telling them that they should just leave is not workable. What about new customers who may have just joined and noticed the issue? They're stuck for 12 months
In my case, the issue did affect things like iPlayer.
People are quite understandably annoyed that their connections don't work properly, so the high horse attitude may not be appreciated by some
I await Jon's next update - I'm sure it will be just as informative as his last posts, and hopefully positive news.
IMO they haven't always been as informative (and if there's a genuine fear of breaking confidentiality agreements, fair enough) - but the recent candidness is welcome
Edited by deleted (Wed 30-Mar-16 12:38:40)
|
|
|
A week later and its gone down hill again, everything has been great for last 7 days until today.
Packet loss and slow speed.
http://www.thinkbroadband.com/speedtest/results.html...
And http://speedtest.btwholesale.com gives :-
Download speed achieved during the test was - 50.28 Mbps
For your connection, the acceptable range of speeds is 40 Mbps-52.69 Mbps .
Additional Information:
IP Profile for your line is - 52.69 Mbps
Edited by deleted (Wed 30-Mar-16 21:45:48)
|
|
|
I can understand both points of view.
So e.g. one of my clients sends me an email, one of their clients says their email service is broken (on server i manage). The first two questions i usually ask are.
1 - has anyone else reported it.
2 - have you ran a test to confirm it before reporting to me.
If both are negative I will usually stick it as low priority however I dont ignore it. I will typically at the very least check the logs to see if anything obvious sticks out, and also test using my test account on that server.
One of the problems is that the person making the report can be as vague as "its broken" whilst the person having to diagnose the issue wants detailed information.
With a company like zen these things can be made worse by the fact that you relying on support reps to relay the information accurately to the engineers and if they relay it at all, as they will likely be filtering out stuff they deem as not worthy.
This is one of the reasons a support ticket system is vastly superior to live chat and phone support systems.
Edited by Chrysalis (Thu 31-Mar-16 04:13:01)
|
|
|
|
|
|
|
This makes perfect sense, much appreciated, Jon!
Also much thanks for the update on the single thread stuff. Glad to know its being looked at seriously.
Could you answer why though, that while my general internet use was pretty crippled yesterday, tbb speedtester was registering <5mbit even for the multi-threaded test, and a few other speedtest sites the same.. speedtest.net maintained perfect performance throughout? File downloads were very slow too.
I could literally run a tbb test that comes back at 3mbit, then immediately after start a speedtest.net and get 74mbps.. reliably.
@knight01 was getting the same thing
I've personally had to stop using TBB for providing results to my ISP as the speed tests are reporting such speed decreases that its a false reported slow down.
Constantly getting speeds within 175 to 210Mbps when using alternative services, Speedtest.net, Speed.io, Microsoft UWP Speedtest app, however when using TBB never get over 130Mbps. Been that way for best part of a month. Raised a fault on that basis as I was informed how reliable it was.
|
|
|
Single Thread or Multiple Threads??
What Browser and OS?
What server you test too on 'speedtest.net'??
Virgin don't like ThinkBroadband due to single thread always pointing out congestion issues on there networks, and will not accept results from any 'speedtest.net' server unless its one of their own... and local one too!
|
|
|
|
I use various different Speedtest.net servers.
Custodian Data Center - Maidstone
Seacom Ltd - London
Cybersmart Pty Ltd - London
Proxar - Sevenoaks
Most servers in Northern England and Northern France and Holland give me 180+Mbps.
Anything apart from Virgin's own hosted servers as that is basically an ethernet test.
Both single and multithreaded. Single will often top out at 90Mbps and multi hits 130Mbps. Using Windows 10 on my desktop, same results with all browsers, Edge, IE and Chrome. I do get slightly better results with the old version of the TBB speed test.
|
|
|
Oh ok, well first, I've found Edge to give uselss results, Internet Explorer seems to do ok though...
Could you try both of these tests and see how you get on,
http://labs.thinkbroadband.com/speedtest/?site=omega...
http://labs.thinkbroadband.com/speedtest/
Both may appear the same but the first one is a single thread only test.
|
|
|
|
Ok I'll do it later when I get home from work and PM you the results.
|
|
|
no problem, though you could share them here if you like
|
|
|
no problem, though you could share them here if you like
Unfair to choke up the Zen forums with Virgin sheninagans
|
|
|
Actually make interesting reading....
First link result
http://www.thinkbroadband.com/speedtest/results.html...
Second link result
http://www.thinkbroadband.com/speedtest/results.html...
The x6 results are faster than the one embedded in the main site, by about 10Mbps. There are a few contention issues in my area at this time until midnight, but that's by far the best burst speed I've seen on the TBB for ages.
Just for sanity, a Speedtest.net one to Burstfire Networks in London.
http://www.speedtest.net/result/5216800478.png
|
|
|
|
|
|
|
Any update on this speed performance issue. Speed is still all over the place. This has been going on for far too long now.
Zen reliability going downhill fast.
|
|
|
The non flash test at http://www.thinkbroadband.com/speedtest will now do a tbbx1 single thread test, so people can spot Wi-Fi, congestion issues on any of their devices, or just on the PC with no need for flash to be installed.
Only uploaded the new version this afternoon.
|
|
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
|
|
|
Any update on this speed performance issue. Speed is still all over the place. This has been going on for far too long now.
Zen reliability going downhill fast.
I got an update on 1st April.. Here it is...
---
Hi Paul,
Thanks for the update regarding this one.
We are still conducting investigations with our own network team and various suppliers to try and identify and then resolve the issue. We made some network changes in London last week which seemed to alleviate some of the issues but this wasn't a fix as such. We are checking for updates with our suppliers daily but its proving to be a drawn out process.
There is not much more I can really update you on at the moment Paul. As its affecting multiple customers it is of course being looked at as a priority and we hope to have it resolved ASAP.
Sorry for the longevity of the issue, we are aware of the importance of getting this resolved.
Kind Regards,
Joe Greenwood
Technical Support Consultant
---
So short story is.. Still looking into it and trying things out..
Edited by deleted (Wed 06-Apr-16 20:58:59)
|
|
|
The non flash test at http://www.thinkbroadband.com/speedtest
----8<----
That still seems to be a Flash test...
|
|
|
|
Try logging out from the main site
|
|
|
If you have flash installed it will use that version still
http://labs.thinkbroadband.com/speedtest is the direct link to the non flash test
|
|
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
|
|
|
Thanks BatBoy - that works.
I've been using the TBB tester at http://speedtest.zen.co.uk/ for my reports to Zen.
Simon.
|
|
|
That tester is on Zen's own network and thus helps to rule out any wider Internet issues.
|
|
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
|
|
|
|
Exactly.
Tester on Zen's network, and I'm on a Zen POP. Narrows things down a bit...
|
|
|
Last night, on bng1,
http://www.thinkbroadband.com/speedtest/results.html...
But, this morning my ability to download had collapsed to a speed where the thinkbroadband speed tester would not even run.
Power cycling the router changed me over to dsl4, but although the spedtest will now run it is certainly rather slow.
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
Broadband Connection
2.1 Type VDSL
2.2 Status Up
2.3 Uptime 0 days 0 hours 23 mins 1 secs
2.4 Line Rate (Down / Up) 79999 kbps / 20000 kbps
2.5 Noise Margin (Down / Up) 8 dB / 9.8 dB
2.6 Attenuation (Down / Up) 11.1 dB / 7.1 dB
2.7 Power (Down / Up) 13.6 dBm / 4.8 dBm
0 GGF-MainPC.lan [192.168.1.64]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% dsldevice.lan [192.168.1.254]
1/ 100 = 1% |
2 16ms 2/ 100 = 2% 1/ 100 = 1% losubs.subs.dsl4.th-lon.zen.net.uk [62.3.84.19]
0/ 100 = 0% |
3 19ms 4/ 100 = 4% 3/ 100 = 3% ae1-119.cr2.th-lon.zen.net.uk [62.3.84.209]
0/ 100 = 0% |
4 20ms 3/ 100 = 3% 2/ 100 = 2% ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
0/ 100 = 0% |
5 21ms 1/ 100 = 1% 0/ 100 = 0% netconnex-gw.zen.net.uk [82.71.254.2]
3/ 100 = 3% |
6 19ms 4/ 100 = 4% 0/ 100 = 0% te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
0/ 100 = 0% |
7 17ms 4/ 100 = 4% 0/ 100 = 0% www.thinkbroadband.com [80.249.99.130]
Trace complete.
Not a good morning attempting to use 80-20 VDSL from Tavistock!
While I wait 15 minutes to hopefully use a different BT backhaul route it is rather frustrating to find that if I use the rather weak Wi-Fi BT Fon Guest service from a distant neighbours 40-10 Homebub I can surf the web faster than my present Zen 80-20 service,
http://www.thinkbroadband.com/speedtest/results.html...
Godfrey
Edited by deleted (Thu 07-Apr-16 10:11:01)
|
|
|
Same, its bad today with packet loss
http://www.thinkbroadband.com/ping/share/575c6da3ebb...
http://www.thinkbroadband.com/ping/share/16c31402326...
http://www.thinkbroadband.com/speedtest/results.html...
Tracing route to www.thinkbroadband.com [2a02:68:1::4]
over a maximum of 30 hops:
0 Pauls-PC.home.gateway [2a02:8010:600f:0:3440:f12b:1c6d:1523]
1 2a02:8010:600f:0:6203:47ff:fe27:ff66
2 losubs.subs.bng1.th-lon.zen.net.uk [2a02:8010::4:0:0:2]
3 2a02:8010:0:404::c
4 lonap.he.net [2001:7f8:17::1b1b:1]
5 * lonap.he.net [2001:7f8:17::5394:1]
6 gi1-0-24-10-star1.core-rs2.thdo.ncuk.net [2a02:68:0:1::9]
7 www.thinkbroadband.com [2a02:68:1::4]
Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Pauls-PC.home.gateway [<removed>]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% <removed>
5/ 100 = 5% |
2 19ms 7/ 100 = 7% 2/ 100 = 2% losubs.subs.bng1.th-lon.zen.net.uk [2a02:8010::4:0:0:2]
0/ 100 = 0% |
3 22ms 10/ 100 = 10% 5/ 100 = 5% 2a02:8010:0:404::c
0/ 100 = 0% |
4 26ms 7/ 100 = 7% 2/ 100 = 2% lonap.he.net [2001:7f8:17::1b1b:1]
0/ 100 = 0% |
5 22ms 14/ 100 = 14% 9/ 100 = 9% lonap.he.net [2001:7f8:17::5394:1]
0/ 100 = 0% |
6 35ms 5/ 100 = 5% 0/ 100 = 0% gi1-0-24-10-star1.core-rs2.thdo.ncuk.net [2a02:68:0:1::9]
1/ 100 = 1% |
7 19ms 6/ 100 = 6% 0/ 100 = 0% www.thinkbroadband.com [2a02:68:1::4]
Trace complete.
Edited by deleted (Thu 07-Apr-16 10:50:51)
|
|
|
Last night, on bng1,
http://www.thinkbroadband.com/speedtest/results.html...
But, this morning my ability to download had collapsed to a speed where the thinkbroadband speed tester would not even run.
Power cycling the router changed me over to dsl4, but although the spedtest will now run it is certainly rather slow.
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
Broadband Connection
2.1 Type VDSL
2.2 Status Up
2.3 Uptime 0 days 0 hours 23 mins 1 secs
2.4 Line Rate (Down / Up) 79999 kbps / 20000 kbps
2.5 Noise Margin (Down / Up) 8 dB / 9.8 dB
2.6 Attenuation (Down / Up) 11.1 dB / 7.1 dB
2.7 Power (Down / Up) 13.6 dBm / 4.8 dBm
0 GGF-MainPC.lan [192.168.1.64]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% dsldevice.lan [192.168.1.254]
1/ 100 = 1% |
2 16ms 2/ 100 = 2% 1/ 100 = 1% losubs.subs.dsl4.th-lon.zen.net.uk [62.3.84.19]
0/ 100 = 0% |
3 19ms 4/ 100 = 4% 3/ 100 = 3% ae1-119.cr2.th-lon.zen.net.uk [62.3.84.209]
0/ 100 = 0% |
4 20ms 3/ 100 = 3% 2/ 100 = 2% ge-2-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.41]
0/ 100 = 0% |
5 21ms 1/ 100 = 1% 0/ 100 = 0% netconnex-gw.zen.net.uk [82.71.254.2]
3/ 100 = 3% |
6 19ms 4/ 100 = 4% 0/ 100 = 0% te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
0/ 100 = 0% |
7 17ms 4/ 100 = 4% 0/ 100 = 0% www.thinkbroadband.com [80.249.99.130]
Trace complete.
Not a good morning attempting to use 80-20 VDSL from Tavistock!
While I wait 15 minutes to hopefully use a different BT backhaul route it is rather frustrating to find that if I use the rather weak Wi-Fi BT Fon Guest service from a distant neighbours 40-10 Homebub I can surf the web faster than my present Zen 80-20 service,
http://www.thinkbroadband.com/speedtest/results.html...
Godfrey
We have a zen business connection with packet loss since the early hours and one or two BQM i have bookmarked from here on zen are showing the same.
http://www.thinkbroadband.com/ping/share/c3ea9ef0c86...
|
|
|
|
"award winning" speeds this morning. 3Mbps single threaded, 20Mbps multi.
A new low!
|
|
|
Yup, check this out: http://lnx.co/tbb/zen.php
Never ever seen anything like this before!
|
|
|
Hi all,
Apologies for this. We're currently dealing with a fibre break on our network which is causing performance issues:
http://status.zensupport.co.uk/active/1/4659
We'll keep the service-alert updated. Apologies again for any inconvenience this is causing.
Jon
|
|
|
|
From Twitter
"We've identified an issue with data over portions of our network, packet loss and high latency. We're working to restore service"
Well considering i was looking at using zen for 9 business lines over the next few weeks i think im going to have to reconsider and look elsewhere. Lucky for us the one we have is only a failback line which has erm Failed!
|
|
|
|
Thanks Jon!
|
|
|
It is just a shame that there is no resilience on the Zen network. What happened to your failover?
David
BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (unlimited-and now ipv6!l)
|
|
|
Really love that non flash tester
If only it was true.
|
|
|
Not a generic fault in the IE 11 implementation, i.e. that is an oddity, presume the tbbx1 is close to actual experience?
Suggests that there may be some AV/browser plug in interaction
Trying https://labs.thinkbroadband.com/speedtest may help since over SSL less things should interfere with traffic
Edited by MrSaffron (Fri 08-Apr-16 08:18:19)
|
|
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
|
|
|
Not a generic fault in the IE 11 implementation, i.e. that is an oddity, presume the tbbx1 is close to actual experience?
Suggests that there may be some AV/browser plug in interaction
Trying https://labs.thinkbroadband.com/speedtest may help since over SSL less things should interfere with traffic
Yes Andrew, the TBBx1 is about right low 60Mbps, same as HTTPx6 normally is.
AV is Avira, could be something in their web protection settings. Only plug-ins was Lastpass and shockwave flash object. Disabled them with varying results.
Here's one that I done and here is another one that was done 4mins earlier.
Don't worry about it, I know what me speeds are, about 15Mbps slower than they were 18 months ago.
Just makes Zen look good when people looking in my postcode area see speeds up to 173Mbps on your Broadband Map when they click the flag.
|
|
|
Andrew test looks good here (OT I know) when you considering making it preferenced to flash?
|
|
|
Whilst using the present test, when the single thread is not showing congestion Avira does not make much difference to the test results, when things slow down Avira tends to produce an initial burst of speed and then the trace settles down.
Your new test with Avira enabled,
http://www.thinkbroadband.com/speedtest/results.html...
With Avira disabled,
http://www.thinkbroadband.com/speedtest/results.html...
Present test with Avira,
http://www.thinkbroadband.com/speedtest/results.html...
with Avira disabled,
http://www.thinkbroadband.com/speedtest/results.html...
(Windows 10 Pro 64 bit, Internet Explorer 11)
Godfrey
|
|
|
Been seeing a little congestion across anything that transits over Zen's London network today lots of jitter and slow single threaded throughput on tbb speed testers but not on Zen's speed tester TBBQM
|
|
|
Same here; slow single threads this morning on a Zen connection that we are monitoring.
Though this is that day of the month when many small businesses will be connecting to Windows Update as soon as they switch on their systems this morning.
Lizzie
|
|
|
My Broadband Ping
Brighton Kemptown exchange to bng1.th-lon-D290243526
|
|
|
There is some Planned maintenance coming up in london later in the month
http://status.zensupport.co.uk/incident/1/4660
|
|
|
Back to seeing poor single threaded performance again this evening (connected via BNG1)
http://www.thinkbroadband.com/speedtest/results.html...
Edited by Spudgun (Wed 13-Apr-16 21:39:50)
|
|
|
|
Same for me.
I have to admit, I'm getting bored of this now. It cannot take this long to sort this problem out, surely?
|
|
|
Still slow this evening for single threaded downloads. No problem at all for upload or multi-threaded
http://www.thinkbroadband.com/speedtest/results.html...
|
|
|
I've always found this to be a poor speedtester, I am on a 40Mbps line but it shows 80Mbps on the speedtest. It's always behaved like this for me.
Any reason?
http://www.thinkbroadband.com/speedtest/results.html...
|
|
|
Still seeing poor single threaded performance
http://www.thinkbroadband.com/speedtest/results.html...
Is there any update on this issue?
|
|
|
|
|
|
|
|
|
|
|
|
It'd be nice to have an update from Zen (and preferably one that isn't just "we're working on it").
It's coming up to 5 months now - this really isn't the network engineering challenge of the century, so what's taking so long?
|
|
|
It'd be nice to have an update from Zen (and preferably one that isn't just "we're working on it").
It's coming up to 5 months now - this really isn't the network engineering challenge of the century, so what's taking so long?
Very much seconded
Again, poor single threaded speeds this evening
http://www.thinkbroadband.com/speedtest/button/14612...
|
|
|
Review
It's starting to look like Zen are actively trying to get criticism removed from customer reviews!
Mike K was not being offensive or derogatory within his remarks either!
They used to be rock solid in both customer satisfaction and performance, I wonder what changed.
|
|
|
They used to be rock solid in both customer satisfaction and performance, I wonder what changed.
Even if you aren't experiencing the issue we're all talking about here, I can see the changes to phone call costs being rather irritating
I know that Zen isn't a publicly traded company, but perhaps someone on high wants to see rapid increases in profit at the expensse of previously well earned goodwill and reputation?
|
|
|
Last update was in March so month ago and yet they claim to be the best in customer service on website.
I was supposed to switch to another isp because my contract ended week ago, but I might be moving depending on job, in a month or two, so no point messing about now.
Have to wait but its taking way too long now.
Edited by deleted (Fri 22-Apr-16 13:11:48)
|
|
|
|
Post deleted by Spudgun
|
|
|
Even if you aren't experiencing the issue we're all talking about here, I can see the changes to phone call costs being rather irritating
Oh yes I have sampled the exact same problems you are all having and worse with Zen.
The cost of phone call is also extortionate beyond belief
Sometime 'better the devil you know' is not the right medicine!
|
|
|
The cost of phone call is also extortionate beyond belief I've not looked at the costs in detail but are they trying to drive people - including domestic customers - towards their 'Broadband Voice' (VoIP) service? For a lot of people this might well be a cheaper option.
|
|
|
I've not looked at the costs in detail but are they trying to drive people - including domestic customers - towards their 'Broadband Voice' (VoIP) service? For a lot of people this might well be a cheaper option.
It's a very half-arsed solution though. I'd consider paying for it (well, I would have, if Zen wasn't otherwise disappointing me) if it included inbound calls too - but they don't. Outbound only.
So while I do use VoIP, I've given my business to another company who is willing to give me all the incoming numbers I like, and I make a very tiny number of chargeable calls on my Zen phone line.
|
|
|
is everyone else that is getting slow single threaded downloads on BNG1? I swapped my HG612/Asus router setup for a cheap all in 1 last night and got on to DSL8 and the speeds were considerably better. I've swapped back to the HG612/Asus router setup and i'm back to BNG1 and the slow single threaded issue is back.
Sadly, it doesn't seem to matter how many times i drop the PPOE session on the Asus router with this setup I am stuck on BNG1 and [censored] single threaded speeds and I can't think of any other way of getting to a different gateway. I even left the router off over night so the session would expire, but it is back to BNG1 this morning when I turned the router back on.
|
|
|
From our experience, BNG1 certainly seems to be the worst offender.
If we bring down the PPP session enough times, it will eventually connect to DSL6 (the only other gateway that supports IPv6) but it won't stay there for long.
After a few hours, DSL6 will drop the session from its end and, hey-presto, we're back on BNG1 again.
I wouldn't say that DSL6 is brilliant, but it's certainly a lot less cr@p than BNG1.
EDIT:
Having said that, DSL6 is actually running very well for a Saturday evening.
http://www.thinkbroadband.com/speedtest/button/14614...
Lizzie
Edited by bit_bucket (Sat 23-Apr-16 19:58:41)
|
|
|
|
|
|
|
I am on bng1 - fttc - and have a slight drop on single threaded, 58 as opposed to 66. This was considerably worse a couple of weeks ago when single was dropping below 10.
David
BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (unlimited-and now ipv6!l)
|
|
|
More single threaded awfulness on BNG1 tonight
http://www.thinkbroadband.com/speedtest/results.html...
Doesn't seem to matter how many times I drop my PPOE session either, I am completely stuck with it as a gateway.
I'm only IPV4 too, so I should be able to get a much wider choice of gateway.
Please can someone from Zen comment on this?
Edited by Spudgun (Sun 24-Apr-16 21:15:04)
|
|
|
I am on dsl1 at the moment which I know had issues in the past for me but since about a week or so I have no problems with single thread. things seem to be rock solid all the time. Just done test.
http://www.thinkbroadband.com/speedtest/button/14615...
I have no idea why it is suddenly working on the same gateway than I have had issues in the past.
Possibly they are working trough the network and sorting things out and maybe I just got lucky with the draw? My issues been going since last year too so good 5 months.
|
|
|
Things are really running brilliantly tonight. Well done Zen! A new record. bng1
http://www.thinkbroadband.com/speedtest/results.html...
|
|
|
http://www.thinkbroadband.com/speedtest/results.html...
Not as bad as you, but not great here on BNG1 either
Zen staff haven't posted on the thread for ages though, so I'm not sure that they are looking in to this still
|
|
|
DSL6 is doing really weird stuff tonight.
Single thread fine.
Multiple thread ... dead!
http://www.thinkbroadband.com/speedtest/button/14616...
Lizzie
|
|
|
Zen staff haven't posted on the thread for ages though, so I'm not sure that they are looking in to this still
Has anyone had an update from Zen recently? Been nearly 5 months now, and I'm considering my options for a new ISP....
Simon.
|
|
|
|
No updates. Just silence from March
|
|
|
Still the same issue with single threaded downloads here
http://www.thinkbroadband.com/speedtest/results.html...
Still stuck on BNG1 and no amount of session dropping will get me on another gateway
|
|
|
No updates here or on their service status page since end of March.
http://status.zensupport.co.uk/active/5/4650
Zen is a sinking ship if they can't get their act together and fix this ongoing issue. They are making Sky and BT broadband look like a really good option.
I don't know what their SLA is to fix this issue, but it can't be 5+ months. They need to get rid of the person in-charge of this fiasco and get someone new to take charge.
|
|
|
|
|
|
|
This is what I'm getting tonight, worst it's been for days:
http://www.thinkbroadband.com/speedtest/results.html...
Is Zen listening or do I/we have to complain to OFCOM to get this situation looked at and fixed.
Zen your reputation is going down where the light does not shine and will eventually get a reputation as being incompetent who couldn't fix a problem in their network for 5+ months and counting.
Edited by knight01 (Sun 01-May-16 22:52:19)
|
|
|
How long does it have to last before we can start thinking about cancelling contracts without paying the penalty?
At this point I'd quite like to just move to AAISP.
Edited by deleted (Wed 11-May-16 10:05:55)
|
|
|
I have only had around 20 days when I have had a congestion free 80-20 VDSL service since November. It improved recently after Zen shuffled the deckchairs on the deck of the Titanic, but once again it is showing the signs of under capacity. Unfortunately I had been very happy with Zen for over ten years and several friends and past colleagues had taken my advice and joined Zen, they are now beginning to blame me for the downward spiral that Zen appear to have deliberately created by under provisioning in several areas that are no longer important to their changing business plan, particularly the South West where it is often easier to use a neighbours weak BT Fon Guest Wi-Fi from their 40-20 Homehub instead of my directly connected VDSL router.
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
If Zen were to allow anybody to leave early they might have quite a long queue.
Godfrey.
|
|
|
Even during the day the speeds are s**t. Zen can't blame it on BT congestion. Their network/service is going down the toilet and they can't cope, also they're not admitting if they can even fix the problem.
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/button/14631...
Edited by knight01 (Fri 13-May-16 11:15:18)
|
|
|
|
I know man. So true. I'm so fed up with them. At the moment I cant pay 100 pounds to migrate , I have other expenses so have to deal with it for now.
But as soon as I can, I'm out. Enough is enough
Zen support even told me other ISPs are affected so changing might not help it. True or false?
|
|
|
I'm wondering if this is linked to the change in Zen attitude (reliability and customer satisfaction comes last).
UK ISP Zen Internet Appoint Ex-TalkTalk Man as New Technical Director
http://www.ispreview.co.uk/index.php/2016/05/uk-isp-...
When I joined Zen exactly 10 years ago (Apr. 2006) - the service, reliability and tech support was the best compared to where I migrated from - Plusnet.
|
|
|
Zen support even told me other ISPs are affected so changing might not help it. True or false?
I'd say false, firstly because you shouldn't trust what a company says about its competitors, and secondly because I've heard some real BS from Zen's support team during the handling of this issue.
Edited by deleted (Fri 13-May-16 21:01:50)
|
|
|
|
True.
Lates I was told and it was 13 days ago was :
The issue is now with the Openreach Network and design team.
They are currently working through a number of� potential � fixes for the issue.
So same old its with BT OR.
|
|
|
True.
Lates I was told and it was 13 days ago was :
The issue is now with the Openreach Network and design team.
They are currently working through a number of� potential � fixes for the issue.
So same old its with BT OR. http://www.ispreview.co.uk/index.php/2016/05/uk-isp-... is somewhat interesting
|
|
|
True.
Lates I was told and it was 13 days ago was :
The issue is now with the Openreach Network and design team.
They are currently working through a number of� potential � fixes for the issue.
So same old its with BT OR. http://www.ispreview.co.uk/index.php/2016/05/uk-isp-... is somewhat interesting
Well considering Jon Bauer (ex director of technology at TT) helped build the UK's largest all IP network its no great surprise that he's in great demand and Zen have snapped him up.
|
|
|
Well considering Jon Bauer (ex director of technology at TT) helped build the UK's largest all IP network its no great surprise that he's in great demand and Zen have snapped him up.
Depending on the definition of "largest" I'd imagine BT themselves would hold that title.
TT might have more IP MSANs in more exchanges than BT currently do, though, but Openreach's FTTC rollout would likely eclipse it (and would explain why BT aren't rushing to catch up at the exchange level). Sky aren't exactly that far behind either. I would imagine that BT has a far more substantial IP transit network than TT.
Edited by deleted (Sat 14-May-16 09:34:32)
|
|
|
You do know that BT based FTTC services are based on BT's WBC/21CN (aka all IP network) right? BT/Sky often won't touch rural exchanges with a bargepole wrt bringing their respective WBC/ADSL2+ services and FTTC to many rural exchanges is nothing more than a wet dream. Yet TalkTalk have heavily invested and reached many rural parts by making their ADSL2+ network available to 96% of the UK population.
Edited by deleted (Sat 14-May-16 09:49:48)
|
|
|
You do know that BT based FTTC services are based on BT's WBC/21CN (aka all IP network) right? BT/Sky often won't touch rural exchanges with a bargepole wrt bringing their respective WBC/ADSL2+ services and FTTC to many rural exchanges is nothing more than a wet dream. Yet TalkTalk have heavily invested and reached many rural parts by making their ADSL2+ network available to 96% of the UK population.
I'm not sure what your point is. I'm simply saying that BT likely operates more IP MSANs than TalkTalk now. They're just not all in exchanges anymore. I'm pointing out that "largest IP network" can mean a lot of different things.
At least in my own case, BT installed ADSL2+ at around the same time TalkTalk LLU'd my exchange, which was after the bulk of the village got FTTC or FTTP.
FTTC/FTTP in many rural exchanges is far from a wet dream, as that's the entire point of Superfast Cornwall and the BDUK projects. As your own forum signature seems to admit!
No operator is going to go on a mass ADSL spree anymore, as the future is fibre to the X
Edited by deleted (Sat 14-May-16 09:57:27)
|
|
|
Anyway leaving aside the argument who's network is the biggest, its clear that Zen want to significantly expand their own network and they've done that by hiring the ex TT network director. I suspect many of the problems in this thread wouldn't exist if most/all of Zen's FTTC or ADSL2+ traffic ran over their own network as obviously they would have far more control and be able to pin-point any issues far quicker instead of having to be at the mercy of BT wholesale.
Edited by deleted (Sat 14-May-16 10:19:46)
|
|
|
Anyway leaving aside the argument who's network is the biggest, its clear that Zen want to significantly expand their own network and they've done that by hiring the ex TT network director. I suspect many of the problems in this thread wouldn't exist if most/all of Zen's FTTC or ADSL2+ traffic ran over their own network as obviously they would have far more control and be able to pin-point any issues far quicker instead of having to be at the mercy of BT wholesale.
I understand that at least one of us with this issue is on the Zen network - not BT Wholesale.
This is possibly why Zen keep "blaming" Openreach, not BTW
Edited by deleted (Sat 14-May-16 11:26:56)
|
|
|
Zen support even told me other ISPs are affected so changing might not help it. True or false?
I'd say false, firstly because you shouldn't trust what a company says about its competitors, and secondly because I've heard some real BS from Zen's support team during the handling of this issue.
Can't say we're noticing any drop in performance on any non-Zen FTTC services. So I doubt it.
|
|
|
I randomly see poor single threaded performance sometimes muti threaded too But downloads to other sources are ok And Zen's speed test gives full throughput for both single and multi threaded
It's like there is an issue with something in-between zen's Manchester and London link or with it's peering to think broadband , I'm connected via Manchester
Edited by tommy45 (Sat 14-May-16 21:45:57)
|
|
|
I understand that at least one of us with this issue is on the Zen network - not BT Wholesale.
This is possibly why Zen keep "blaming" Openreach, not BTW
Yes. I'm seeing this from speedtest.zen.co.uk and I'm on a Zen POP.
Everyone with the issue here appears to be on a London gateway. Has anyone asked to be moved to Manchester?
Simon.
|
|
|
I randomly see poor single threaded performance sometimes muti threaded too But downloads to other sources are ok And Zen's speed test gives full throughput for both single and multi threaded
It's like there is an issue with something in-between zen's Manchester and London link or with it's peering to think broadband , I'm connected via Manchester
I've noticed that TBB's new speed test is often showing poor throughput for me on a number of different connections - and often shows much lower results than the experience I get to other better connected places. I'm not convinced the new TBB tester is all that much cop.
|
|
|
I randomly see poor single threaded performance sometimes muti threaded too But downloads to other sources are ok And Zen's speed test gives full throughput for both single and multi threaded
It's like there is an issue with something in-between zen's Manchester and London link or with it's peering to think broadband , I'm connected via Manchester
I've noticed that TBB's new speed test is often showing poor throughput for me on a number of different connections - and often shows much lower results than the experience I get to other better connected places. I'm not convinced the new TBB tester is all that much cop.
The html5 tester no longer works properly for me, both with XPSP3 and WIN7 on different boxes , maybe my av security suite, ???
|
|
|
I'm not on London gateway.
I'm connected to Manchester one and same issues. It doesn't matter where you are connected it seems
Edited by deleted (Sat 14-May-16 23:59:31)
|
|
|
I'm not on London gateway.
I'm connected to Manchester one and same issues. It doesn't matter where you are connected it seems
Ah, OK. I missed that.
Anyway, I'm looking to move away from Zen, as I've lost confidence in their support. Not over the amount of time it's taken to sort this problem out, but the lack of any updates.
Simon.
|
|
|
Understandable. Question is where to...
Edited by deleted (Sun 15-May-16 02:42:35)
|
|
|
Anyway, I'm looking to move away from Zen, as I've lost confidence in their support. Not over the amount of time it's taken to sort this problem out, but the lack of any updates.
Simon.
I'm thinking about it too. I dislike how it's always the same response when you ask - "we're working on it, blah blah blah Openreach". I've said before on this thread how more information would be welcome - especially from an ISP that has historically catered to the more technically aware.
It's not far off of 6 months for me. This really cannot be the problem of the century, what's taking so long? Why does it only appear to affect one ISP out of the very many that use BT Wholesale and Openreach infrastructures? Is the problem a lack of investment in capacity on Zen's part?
Not really sure who I might move to, though...
Edited by deleted (Sun 15-May-16 08:09:45)
|
|
|
|
Post deleted by 3MbBik
|
|
|
Single threaded speeds just seem to go from bad to worse
http://www.thinkbroadband.com/speedtest/results.html...
Seriously unhappy about this
Edited by Spudgun (Wed 18-May-16 23:00:09)
|
|
|
I've sent them a message to the effect of:
- You've acknowledged that there is a single threaded downloads issue which has been going on since late 2015
- You've acknowledged I am affected by this issue
- I am getting slow single threaded speeds every night, a lot of nights I can't stream YouTube HD, latency spikes, small amounts of packet loss etc.
- When is the fix coming, and if it's not, how can I leave without penalty?
Edited by deleted (Thu 19-May-16 11:50:35)
|
|
|
You are not alone in wishing to be released from your contract.
http://www.thinkbroadband.com/speedtest/results.html...
Godfrey.
|
|
|
Chris Bayley: Ok yeah, the Multiple/Single threaded speed issue, it's been ongoing a while now and BT engineers are still investigating at the affectecd exchanges, no current updates have been provided as yet, all affected customers with an open fault, which you have, will be advised once we have any updates.
Chris Bayley: The only thing we can do is keep running the speed tests so we have the relevant upto date examples to provide Openreach wehn requested.
--snip--
Chris Bayley: I understand you may be looking to move your services elsewhere, that is not something that we can offer at the present time.
|
|
|
|
Guys, where do you want to move to ? Whos "good" these days.
Luckily Im out of contract and might be able to do it middle of June
|
|
|
|
Personally I'd like to try A&A. I've spoken to them today actually and they checked my exchange and said they've not seen any latency issues or congestion there for their customers and their customers would be making a hell of a fuss if it was happening network wide (and no one is).
|
|
|
The worst is 60 pound mark. I meed unlimited but 1tb should do but im not ready yet to pay 60 a month
|
|
|
I e-mailed support again few days ago and got a reply stating my case has been assigned to a specialist team and I have been given a case ref.
They looked at my Zen speedtest results and admitted I have slow single thread speed issue and told me to carry on testing speed using the Zen speedtest.
I've told them the Zen speedtest is giving false and inaccurate results. The speed shown in Zen speedtest are higher than I'm actually achieving when downloading test files from websites, and running speedtests on Thinkbroadband.com to test my download speeds.
The speedtest on thinkbroadband.com seems to be more accurate at showing true download speeds. It has now started to affect HD streaming on Youtube and Netflix, videos keep buffering if in HD.
http://www.thinkbroadband.com/speedtest/button/14636...
They ran some tests and showed no issues.
KBD Test:-
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 79.9 Mbps
Upstream Speed 20.0 Mbps
I'm now just waiting if they will fix this issue soon, if ever.
Edited by knight01 (Thu 19-May-16 19:22:34)
|
|
|
|
It's exactly the same for me, I feel like it's got worse in recent weeks. I can no longer stream YouTube above about 480p on a lot of evenings now.
|
|
|
The worst is 60 pound mark. I meed unlimited but 1tb should do but im not ready yet to pay 60 a month
You may want to consider TalkTalk Business. I've been with them for a couple of years and found them to be top class for customer service (Warrington based) & actual speed. In January there was slight packet loss on my line, they told me if they couldn't fix it within 28 days i could leave mid contract free of charge...as it was they fixed the fault within 10 days. So whilst their 24 months contracts aren't ideal, nevertheless they will let you leave penalty free if they can't fix any fault within 28 days. They're currently offering their cheapest unlimited fibre 80/20 package for around £32pm (incl line rental) down from £46pm for 12 months.
https://www.talktalk.co.uk/business/product/fibre
Latest TBB & Ookla speedtests at peaktime:
http://www.thinkbroadband.com/speedtest/results.html...
http://www.speedtest.net/result/5338866716.png
Edited by deleted (Thu 19-May-16 21:14:47)
|
|
|
|
That is it. Enough is enough Time to change isp.June and [censored] is not fixed yet.
I need recommendations. Im using quite a lot of data min 600GB a month.
Can any customer of pulse8 provide me with bqm graph please.
|
|
|
|
can you get sky or talktalk llu?
|
|
|
|
Yes both.
But are they any good? just asking
|
|
|
|
I believe they don't throttle the throughput like BT do
|
|
|
Im not sure about sky, but everyone seems to be recommending TTB. are they that good ? because then TTW seems to be [censored]
I forgot to mention when and if Ill have to contact support I would like to talk with someone who knows what they on about not script monkeys
Edited by deleted (Thu 16-Jun-16 20:32:23)
|
|
|
|
I have sky fibre pro and support know what they're talking about. I'm thinking about moving a BT line to TT LLU if I can
|
|
|
|
where to ??? just talk talk or reseller?
|
|
|
sky fibre is a no frills service that just works, no congestion.
The fibre pro product will give you a optional static ip address.
ipv6 is partially rolled out, with no publicised rollout completion date.
|
|
|
I would like to use my own router without messing about how to get password and that.
|
|
|
|
Easy. Just assign your router to the DMZ of the Sky device.
|
|
|
which you can do unoffically, I am not using the sky supplied device.
|
|
|
|
Ill think about it. Any other recommendations?
|
|
|
How much is sky fibre pro BatBoy? Does it come with the 802.11ac hub?
edit - Managed to eventually find this info on their website.
£47.40 + 6.95 for standard 'Hub' or £26.95 for 'Q-Hub'
Edited by bet_here (Fri 17-Jun-16 19:27:32)
|
|
|
|
Right guys line transferred today to pulse8. so far so good i think. Just one question. ginp is not enabled anymore. Its always being turned off after isp change??
|
|
|
|
DLM is reset on a change of ISP, which typically results in a loss of G.INP. It will likely return in due course, assuming that you are still using equipment that properly supports G.INP.
|
|
|
|
Thanks David. And yes I am using same equipment
|
|
|
One more question.
Lets say Im going to migrate from pulse8, line is on TTB llu. If I was going to migrate line and fibre to lets say BT will they be able to migrate it or will they have to install new line.
Im not sure being on ttb llu
Oh and just to show you what its like now:;
http://www.thinkbroadband.com/speedtest/button/14719...
Edited by deleted (Tue 23-Aug-16 23:09:41)
|
Pages in this thread: 
Print Thread
