At peak times, streaming services like iplayer, Netflix etc really struggle and often become unusable.
A snapshot of a speed test at 8pm wired connection direct to my router:
Avg Custom Download: 4.18mbps
Burst Download: 6.40mbps
Avg HTTPx6 Down: 26.30mbps
Burst HTTPx6 Down: 40.57mbps
TCP Latency: 37ms
The above speeds marginally (and I mean marginally) improve if I run the speed test wired direct to the BT modem.
Zen's sales page tells me I should be getting a min of 49mbps and an average of 69mbps.
I have spent many hours on the phone to support who are not helping me at all. Just endless testing and emailing of results. I'm fed up.
One of the support guys mentioned that I have a 'single thread issue' on my line, but quickly back tracked and now tells me they believe some internal interference is causing packet loss. I do see 1% packet loss when I run tests, but at zen's IP addresses. Nonetheless, I have replaced all cables, filters and the router. I have tested via the BT test socket. Line tests are all clear.
The final straw was Zen asking me to replace the BT openreach modem that they supplied me but is now out of warranty. If I don't do this, they won't escalate the fault. I am loathe to spend any more money on kit for a fault I am becoming very dubious relates to anything in my home setup.
I asked Zen, as a 10 year customer who pays them just shy of £50 a month, could they please send me a new modem to test with? I would return it. The answer was a categoric: no - go and borrow one off your neighbours. I'm not sure Tony next door wants his connection cut off for a day while I test mine.
I guess I am going to cut my losses and leave which is such a shame. Even if the problem follows me, I hope my new ISP will get to the bottom of it.
I have recommended Zen to friends, colleagues and on Twitter/internet forums over the years. Feel really miffed they are letting me down like this. I get the impression that the support guys *want* to help me, but their hands are tied further up the chain.
If there is anything anyone can suggest to help me get to the bottom of the above, please let me know? From what I understand, I am entirely on Zen's back haul.
My parents, who I also signed up to Zen about 10 years ago, cannot stream video anymore either - constant buffering etc. I can only imagine the fun they would have getting anywhere with Zen support. Mum gets confused turning on the TV.
Edited by ijustwantiplayer (Fri 07-Apr-17 13:22:26)