The reply I got was patronising and betrayed a frightening lack of knowledge. They are neglecting vital parts of their business and they are going to lose many previously loyal customers.
This was my experience too. I had the same issue that Kamil and others were having - v. poor "peak time" performance, where peak time is anywhere from 8am to 12am. Instead of having someone look into the issue, I was initially told that I didn't know what I was talking about (in more diplomatic terms), that it was my equipment, that there wasn't a fault as "this is expected performance" etc.
Oh, and they were strangely fixated on Openreach line tests, as if the issue was between me and the cabinet, and not deeper in the network. This was despite the line being totally rock solid. They also liked to mention that "you download a lot" as if that should mean something. It doesn't, unless Zen were doing some surreptitious traffic shaping of heavy users!
In short, the sort of response I'd expect from a script-reader at BT or TalkTalk, not someone who supposedly works for a top-tier ISP.
Eventually after much moaning from all of us they finally took a look. It still took like 6 months for them to fix it though. I don't buy that it was an Openreach issue, as others have stated, this would affect a lot of people across a lot of ISPs. It's very strange that an "Openreach issue" only affected Zen...
I'm not sure why we are still with them. If it goes wrong again I'll probably find another ISP.
Edited by sor (Sun 09-Oct-16 10:56:34)