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Standard User tribz
(newbie) Mon 29-Jun-20 08:43:50
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
Well this is interesting! I've been having packet loss and reduced speeds every night since the 23rd of this week. Replaced the filter and router, master socket etc, gone round switching everything off looking for interference. Reaching the conclusion that its external to me.

https://www.thinkbroadband.com/broadband/monitoring/...
https://www.thinkbroadband.com/broadband/monitoring/...
https://www.thinkbroadband.com/broadband/monitoring/...
https://www.thinkbroadband.com/broadband/monitoring/...
https://www.thinkbroadband.com/broadband/monitoring/...
https://www.thinkbroadband.com/broadband/monitoring/...
Standard User professor973
(knowledge is power) Mon 29-Jun-20 11:59:39
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Re: Zen dropped packets


[re: tribz] [link to this post]
 
All of your links return page not found to me, though the 23rd is the date problems started for most. I have taken the Fritz!box that many suspect out of the mix and the continual 30% lost packets were only reduced very slightly. The ping monitor I have monitoring three sites show not a single lost packet, though Zen have at long last admitted a problem to some, but it's the ignoring customers until a certain number have a problem that is not only not good enough but also explains drawing a blank with Zen a couple of months ago when losing Broadband.. I was still just in contract then so they were probably avoiding issuing a replacement router.

Standard User neegal
(newbie) Mon 29-Jun-20 12:15:30
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
It appears we have traction with Zen now. It's clear many many people have problems and they're now saying it's a nationwide issue.

Unless you're a niche user you probably won't see any difference during the day, but between 5-11pm it should be terrible for most people.

Currently no service/status update and no date for resolution. I will be ringing daily for an update. I did a live chat this morning to get an update and was told it's been escalated and to expect a service update and Zen to be in touch. We shall see.

For a company who's won numerous awards for customer satifaction and trusted bb provider they're certainly not living up to it when there is a problem....


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Standard User RabbleRouser
(newbie) Mon 29-Jun-20 12:38:35
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
Add me to the list. It's been over a week and it's the same story - from around 6-7pm my speeds start to plummet and I get packet loss in the region of 10-20%.
Last night was no different with d/l speed of 1.9Mb and upload speed of 7Mb and packet loss in the region of 20%.

I find it hard to believe Zen have no idea how their network is faring over the course of any given day. Do they just sit and wait on people flagging an issue and wont act until they get sufficient complaints?
You'd think they'd have some oversight and monitoring of how their network is performing and be alerted to issues before users start picking up the phone.
Standard User professor973
(knowledge is power) Mon 29-Jun-20 12:44:34
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Re: Zen dropped packets


[re: neegal] [link to this post]
 
I agree that it's not the customer service people expect and not what Zen have long been claimed to be, though I have always found ISP awards a little like Eurovision Lol.
I am suspect of the TBB BQM and must source a backup VDSL router despite two hooked up MiFi and an unlimited mobile I can tether to, as it had another episode of losing DSL in the early hours.
https://ibb.co/M2wzrSZ

Standard User kakrafoon
(newbie) Mon 29-Jun-20 12:58:55
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
I have also spoken with support this afternoon, after sending an email providing clear evidence of the latency/packet loss/throughput issues that I'm experiencing particularly at peak times.

As mentioned in a previous post, your average user may not notice this with normal web browsing, but if you're doing any kind VPN/RDP/gaming the connection effectively becomes unusable.

Zen have told me that they are aware of a major issue that they are raising with their supplier, but the tech support agent told me there was no further information he could provide at this time. I'd encourage as many people as possible to raise a case with them so it can be added to the list of issues at their end. The more evidence you can provide (pings, traceroutes etc etc), the better.
Standard User 69bertie
(member) Mon 29-Jun-20 13:26:04
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Re: Zen dropped packets


[re: kakrafoon] [link to this post]
 
I just don't see much difference over what I've had for the past 6 months. Have 2 gaming people in the house and while I do get ping losses showing up on my BQM - not mega by any stretch of the imagination), gaming seems to be unaffected (World of Warships). While playing, ping times is pretty much a constant I certainly don't get packet losses over whatever website I like to choose to try.

Maybe its a 'local' problem rather than a blanket network problem.

Of course it might all change! I run the Zen supplied Fritzbox. Seems pretty reliable to me.

Standard User RabbleRouser
(newbie) Mon 29-Jun-20 13:28:24
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Re: Zen dropped packets


[re: kakrafoon] [link to this post]
 
I'm raising this issue with them now.
ISP Representative ajays
(isp) Mon 29-Jun-20 13:45:40
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Re: Zen dropped packets


[re: kakrafoon] [link to this post]
 
Hi everyone,

I would really appreciate it if anyone experiencing packet could PM me their Zen username (e.g. [email protected]).

The more examples we can get the better.

Thanks in advance

-------------------------------------------------------
Andrew
ZeN Internet
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User RabbleRouser
(newbie) Mon 29-Jun-20 13:49:10
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Re: Zen dropped packets


[re: ajays] [link to this post]
 
I just got in touch with a guy on their support number and he was helpful. He got me to enable 'allow ping' on my router and is going to monitor it over the coming days but he said they are aware of some issues on the network and hoped these would be remedied sooner rather than later.
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