Zen service dead

To all intents and purposes, the Zen network has died.

I can access my server at home, so it's not dead for me.

I am posting from it now,
Did have issues this morning till i rebooted my router and it moved me from the bgn1 pop to dsl6.


Oh just noted: http://status.zensupport.co.uk/active/1/4659

Edited by RichTea23 (Thu 07-Apr-16 14:46:39)

You must be one of the lucky few. The status page says that they have had a fibre break in their network.

My speeds have dropped from 68/16 down to 1/5 with lots of packet loss.

Been seeing lots of packet loss on my BQM, plus everything feels sluggish, since this morning:
http://www.thinkbroadband.com/ping/share-large/1b05d...

IDNet seem to be suffering the same, or very similar, problem. Instead of my usual 38/8.5 I'm getting 5/8.5 which is slightly better than the 1.5/8.5 earlier.

Just notice a bit of red appearing on my ping monitor

My Broadband Ping

I was on the net all night overnight and the problems started around 4am when I noticed I was downloading at 500KB instead of 7MB, I contacted support as I didn't notice anything on their status page at the time. My speed went from 66mbit to 2mbit on the official speed test, which it still is now. I am guessing this is the reason.

Edited by BlizzardUK (Thu 07-Apr-16 16:18:16)

I only noticed a slight slow down, all seems to have been fix from my point of view in the early hours of this morning, BQM graph back to normal.

In reply to a post by ukwiz:

You must be one of the lucky few. The status page says that they have had a fibre break in their network.

My speeds have dropped from 68/16 down to 1/5 with lots of packet loss.

Ouch. They must be running the network really hot then if they haven't got sufficient diversity that they can move traffic via other routes without causing that much of a drop in bandwidth.

In reply to a post by therioman:

In reply to a post by ukwiz:

You must be one of the lucky few. The status page says that they have had a fibre break in their network.

My speeds have dropped from 68/16 down to 1/5 with lots of packet loss.

Ouch. They must be running the network really hot then if they haven't got sufficient diversity that they can move traffic via other routes without causing that much of a drop in bandwidth.

Suppose it depends what link has been busted really....

I know that when they re-routed a lot of northern connections last year and it didn't cause this much trouble.... maybe a biggy gone down

http://status.zensupport.co.uk/active/5/4659

I assumed it would be London based on the amount of issues it caused.

Well the time taken to re-route 12 hours? i recon was pretty poor!! Last time they had a major problem they assured every one they would learn?

Sorry so it took 12 hours for Zen to get 'everyone' connected via another route whilst they fixed the issue???

If so then I agree that it terrible...

In reply to a post by mlmclaren:

Sorry so it took 12 hours for Zen to get 'everyone' connected via another route whilst they fixed the issue???

If so then I agree that it terrible...

To be honest, the break was at 4am, so that would have been I'd imagine 1 or 2 engineers at Zen overnight, that probably had to call people in out of hours. Managing to get people re-routed in 12 hours is pretty good if you ask me.

It took 3 days for Talk Talk to resolve a similar issue in 2014.

What I'm unsure of here is, does rerouting mean people where offline completly until re-routed or just slowed to a crawl??

If offline than I would expect this to be an automatic fix that would just mean connection reducing speed.

I was just slowed down from my usual 73 Mbps to 15 Mbps but never lost connection.

Im pretty sure the original poster of this thread summed up the problem. All the BQMs i saw had heavy packet loss so draw your own conclusions. Lucky for us the only zen connection we have is for failback and had really heavy packet loss and was unusable.

My latency is still very poor (previous was 10ms - now 25ms)

My Broadband Ping

Will a reboot restore it?

Edited by kebabselector (Tue 12-Apr-16 15:48:38)

What harm will it do? Always worth the occasional reboot.

A restart didn't do anything, I'll power off once I can physically access it!

Did notice my SNR has gone up from 9 to 12, so that might be a cause of current issues.

I had contacted Zen who said they'll have a tweak with my profile which appears to be limiting the connection.

Just an update - Zen support reset my profile and now I'm faster than ever before! Around 6.5mbps whereas previously before the issues I was getting 5.5mbps*

It appears to be stable, so hopefully it'll stay this way.


Thanks Zen



*yes 1mbps extra is a lot for us ADSL guys