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Standard User professor973
(knowledge is power) Fri 26-Jun-20 17:13:29
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Zen dropped packets


[link to this post]
 
I am suffering severe dropped packets and have had no response from Zen to several TBB posts. I am not sure if it's due to COVID but many contacts have not been replied to and others very slow. All Zen has had to say so far is switch off BQM so we can test, something I have done twice, but a few BQM bytes would not cause my problem. Other than that, Zen has come back and claimed I am not suffering dropped packets. IPv6 not too bad, but IPv4 suffering seriously. The router logs show nothing before 2:00 am which implies an update that has trashed the system, or at least made the dropped packets I had far worse!
https://www.thinkbroadband.com/broadband/monitoring/...

Image from the 16th June which was posted on another thread here.
https://www.thinkbroadband.com/broadband/monitoring/...

Edited by professor973 (Fri 26-Jun-20 17:28:36)

Standard User Steikums
(newbie) Fri 26-Jun-20 18:05:55
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
I had constant dropped packets when i was on their Fritzbox ( i forget the number ) Eventually got them to send me a different brand router and it's been fine since.

Technicolor
DWA0120

That's what i got switched too.
Standard User professor973
(knowledge is power) Fri 26-Jun-20 18:14:35
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Re: Zen dropped packets


[re: Steikums] [link to this post]
 
For over a year the service was faultless with never a dropped packet noticeable. Over the last few months, I have lost broadband a few times and suspected the router that had done a lot of work, which is usually several video streams, so I tried to push for a replacement router but drew a blank from Zen. A contact a few weeks ago inquiring if I would receive another router if I regraded went unanswered, something I would not do as my service is now and end tied-in for another year when there are very good 30-day contract suppliers out there.

Edited by professor973 (Fri 26-Jun-20 18:20:16)


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Standard User MoM
(regular) Fri 26-Jun-20 18:35:06
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
In a command prompt put in a pathping to the TTB server
Standard User professor973
(knowledge is power) Fri 26-Jun-20 18:42:26
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Re: Zen dropped packets


[re: MoM] [link to this post]
 
I thought they had partnered with another company for ping testing, either way I am not aware of a specific ping test address. TBB doesn't bring up anything that jumps out at me.
Tracing route to thinkbroadband.co.uk [80.249.99.72]
over a maximum of 30 hops:
0 DESKTOP-CA72L52.fritz.box [192.168.178.40]
1 fritz.box [192.168.178.1]
2 losubs.subs.bng2.th-lon.zen.net.uk [62.3.80.21]
3 ae1-182.cr1.th-lon.zen.net.uk [62.3.86.80]
4 netconnex-gw.zen.net.uk [82.71.254.2]
5 po4-31.core-rs4.thdo.ncuk.net [80.249.97.85]
6 ip99-72.thdo.ncuk.net [80.249.99.72]

Computing statistics for 150 seconds...

Edited by professor973 (Fri 26-Jun-20 18:45:18)

Standard User MoM
(regular) Fri 26-Jun-20 18:54:47
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
What output did it give
Standard User professor973
(knowledge is power) Fri 26-Jun-20 19:19:15
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Re: Zen dropped packets


[re: MoM] [link to this post]
 
Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-CA72L52.fritz.box [192.168.178.40]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% fritz.box [192.168.178.1]
0/ 100 = 0% |
2 6ms 0/ 100 = 0% 0/ 100 = 0% losubs.subs.bng2.th-lon.zen.net.uk [62.3.80.21]
0/ 100 = 0% |
3 10ms 0/ 100 = 0% 0/ 100 = 0% ae1-182.cr1.th-lon.zen.net.uk [62.3.86.80]
0/ 100 = 0% |
4 --- 100/ 100 =100% 100/ 100 =100% netconnex-gw.zen.net.uk [82.71.254.2]
0/ 100 = 0% |
5 --- 100/ 100 =100% 100/ 100 =100% po4-31.core-rs4.thdo.ncuk.net [80.249.97.85]
0/ 100 = 0% |
6 6ms 0/ 100 = 0% 0/ 100 = 0% ip99-72.thdo.ncuk.net [80.249.99.72]

Trace complete.
https://www.ipaddressguide.com/ping chokes on my IPv4 address!
Ping Result
PING 82.69.6.168 (82.69.6.168) 56(84) bytes of data.

--- 82.69.6.168 ping statistics ---
3 packets transmitted, 0 received, 100% packet loss, time 2025ms

Edited by professor973 (Fri 26-Jun-20 19:29:13)

Standard User professor973
(knowledge is power) Fri 26-Jun-20 19:40:12
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
Update:- Several ping test sites are returning 100% packet loss for my IPv4 address, but 100% returned for my IPv6 address, so looks like when my router blew a gasket in the early hours it has blocked IPv4 access, so I'll sneak around the interface.

Standard User ukwiz
(fountain of knowledge) Sat 27-Jun-20 11:03:24
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Re: Zen dropped packets


[re: Steikums] [link to this post]
 
In reply to a post by Steikums:
I had constant dropped packets when i was on their Fritzbox ( i forget the number ) Eventually got them to send me a different brand router and it's been fine since.

Technicolor
DWA0120

That's what i got switched too.

All the Fritzboxes are faulty. They cannot cope with more than one system pinging them. Both Zen and AVM say that is working as designed

David

BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (gone downhill)
Standard User MoM
(regular) Sat 27-Jun-20 13:36:59
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
No loss there over almost 3 mins
Standard User professor973
(knowledge is power) Sat 27-Jun-20 14:46:07
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Re: Zen dropped packets


[re: ukwiz] [link to this post]
 
Rubbish, my Fritz!box like others has worked perfectly for the last year. Mine seems to have gone tits up after an update a couple of days ago. This is how my Fritz!box worked and handled BQM for over a year. The lack of response from Zen is what is getting me down now and are skating on thin ice here, a shave ignored a request some time ago for a replacement router.
https://www.thinkbroadband.com/broadband/monitoring/...

Standard User professor973
(knowledge is power) Sat 27-Jun-20 14:52:19
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Re: Zen dropped packets


[re: MoM] [link to this post]
 
Yes, all other sites showing no loss and TBB BQM a total mess recently. If it's a clash between Fritz!box and the BQM all of a sudden Zen should cough up a router to keep me I think but rarely respond to me over this and when they do it's no problem. IPv6 BQM great - IPv4 BQM a mess which ties in with me struggling at times despite a very fast new gamer machine. The red line around midnight last night was me executing a full factory router reset.
https://www.thinkbroadband.com/broadband/monitoring/...

Standard User Geordish
(regular) Sat 27-Jun-20 15:58:44
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
Are you actually experiencing a problem other than a graph showing loss? It is fairly well known that the Fritzbox blacklist sources pinging it. This is why Zen ask you to disable TTBs BQM if they want to add it to their own systems.

The fact your IPv6 graph shows as fine suggests that there is nothing wrong.
Standard User MercuryRH2
(newbie) Sat 27-Jun-20 20:41:42
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Re: Zen dropped packets


[re: Geordish] [link to this post]
 
If it’s anything like mine at the moment then Zen appear to have some kind of issue that users are not being told if.

My sync is 71.1Mbps Down / 19,9Mbps Up but the throughput has fallen off a cliff. My circuit normally has no problem supporting a 4K UHD stream and a couple of HD ones but it’s barely making SD at present.

https://www.thinkbroadband.com/speedtest/15932864764...

This all started in the early hours of 23rd June and was fine up until then.

Current packet snapshot - all on IPV4 as I don’t have IPV6 from Zen yet.
My Broadband Ping

Edited by MercuryRH2 (Sat 27-Jun-20 20:42:53)

Standard User professor973
(knowledge is power) Sat 27-Jun-20 20:47:23
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Re: Zen dropped packets


[re: Geordish] [link to this post]
 
Yes bad slowdown at times, but more to the point the FritZ!box handled BQM perfectly for over a year, so I don't buy that they dont.

Standard User professor973
(knowledge is power) Sat 27-Jun-20 20:56:18
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Re: Zen dropped packets


[re: MercuryRH2] [link to this post]
 
I agree something is going down with Zen that is not being admitted to. This is recent an more than one is suffering. I started suffering the same BQM losses as you at the same time but Zen said nothing wrong, though the router seems to have had a brainstorm now. A full factory reset of the Fritz!box hasn't helped. It's basically trashed since an update a few days ago and also refuses to pass data to my wireless printer also since the update. By tomorrow I will have another router and printer to try. If will prove either the router or Zan have a problem, but with Zen not wanting to cooperate I will probably jump ship to a previous supplier that was no problem.
This was my BQM 7 days ago!
https://www.thinkbroadband.com/broadband/monitoring/...

Edited by professor973 (Sat 27-Jun-20 21:03:07)

Standard User neegal
(newbie) Sat 27-Jun-20 20:56:26
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Re: Zen dropped packets


[re: MercuryRH2] [link to this post]
 
Hi,

I'm in exactly the same situation. Im on 80/20 FTTC and the throughput drops to slower than upload speed every single night from 5pm, probably worst around 8pm, since 23rd June. It gradually recovers at midnight.

If that wasn't enough, I've got 10-20% packetloss.... so much that online gaming isn't possible and even get kicked from servers because it's that bad.

This is the worst I've ever had it with Zen, and not a single status update. There's clearly a huge issue.
It's normally rock solid 72/18.

Anyone had feedback from support over it? Would swithcing to IPv6 help? Does it affect FTTP too?
Standard User professor973
(knowledge is power) Sat 27-Jun-20 21:09:49
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Re: Zen dropped packets


[re: neegal] [link to this post]
 
The only response I've had from Zen is to deny a problem. I'm not a fast gamer, but it's a bad enough lag to lose hands of online poker. With regard to IPv6, I have both running, but both Chrome and Firefox both have a silly short 3ms fallback to IPv4 if IPv6 doesn't respond in that time, there is the added problem that not all sites are IPv6 the last I've heard, so if that is the case I don't see how Zen can claim no problem, it's their supplied router after all.

Standard User AndrewNi
(member) Sat 27-Jun-20 21:25:43
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Re: Zen dropped packets


[re: neegal] [link to this post]
 
I'm still having the same issue as you and Mercury (no offence to the professor but I'm not sure his problem is the same). It's been the worst week for packet loss. (Live BQM up thread.)

I haven't contacted support. Perhaps we can band together? There's a few posts on Zen's twitter that might also be the same problem.

I already use IPv6 and it's no different. FTTC.

Just to check, are we all using Manchester's gateway? lo1.subs.bng1.wh-man.zen.net.uk? (use traceroute to find out) Going to try my hardest to gateway hop away tonight, although I already keep ending back on Manchester whenever PPP drops.
Standard User MercuryRH2
(newbie) Sat 27-Jun-20 21:34:10
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Re: Zen dropped packets


[re: AndrewNi] [link to this post]
 
I have a case running, and yes I’m routing via that Manchester gateway.
Standard User neegal
(newbie) Sat 27-Jun-20 21:48:25
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Re: Zen dropped packets


[re: AndrewNi] [link to this post]
 
I contacted support via email this morning and I'm going to ring them tomorrow morning as nothing has improved for the past 5 days.

Tracing route to bbc.co.uk [151.101.0.81]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms testwifi.here [192.168.86.1]
2 14 ms 14 ms 14 ms lo1.subs.bng1.wh-man.zen.net.uk [62.3.89.162]
3 14 ms 14 ms 14 ms ae5-161.cr2.wh-man.zen.net.uk [62.3.86.13]
4 15 ms 15 ms * vl-50.ph-0-4-3.cor1.manc1.ptn.zen.net.uk [51.148.73.58]
5 21 ms 20 ms 20 ms ae-2.pe1.ixn-lon.zen.net.uk [51.148.73.34]
6 * 21 ms 20 ms ae-1.br1.ixn-lon.zen.net.uk [51.148.73.121]
7 20 ms * 20 ms 195.66.225.91
8 20 ms 20 ms 20 ms 151.101.0.81

Lots of dropped packets. Pinging hop 4 shows how bad this is:

Pinging 51.148.73.58 with 32 bytes of data:
Reply from 51.148.73.58: bytes=32 time=14ms TTL=252
Reply from 51.148.73.58: bytes=32 time=14ms TTL=252
Reply from 51.148.73.58: bytes=32 time=14ms TTL=252
Reply from 51.148.73.58: bytes=32 time=14ms TTL=252
Request timed out.
Reply from 51.148.73.58: bytes=32 time=14ms TTL=252
Reply from 51.148.73.58: bytes=32 time=14ms TTL=252
Reply from 51.148.73.58: bytes=32 time=14ms TTL=252
Request timed out.
Request timed out.

Ping statistics for 51.148.73.58:
Packets: Sent = 10, Received = 7, Lost = 3 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 14ms, Average = 14ms.

This graph shows just how bad the throughput goes during peak times..... the scale isn't linear as it represents tests, but this is how bad it is...

https://testmy.net/compID/75852670545

Very happy to club together and force Zen to admit problems and sort them out. I'm currently out of contract paying the equivalent of fttp 150 and was going to upgrade to their fttp, but not if they can't solve these problems.

Edited by neegal (Sat 27-Jun-20 21:49:57)

Standard User professor973
(knowledge is power) Sat 27-Jun-20 23:45:31
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Re: Zen dropped packets


[re: AndrewNi] [link to this post]
 
I agree. My problem was initially the same until a router update a couple of days ago. I hope a new router tomorrow may throw some light on my can of worms.

Standard User MikeW000
(newbie) Sun 28-Jun-20 00:04:55
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
I have had exactly the same issue this evening and it first appeared for me on the 24th June. I had a dm200 Netgear router that I had previously purchased but not used. I ended up trying to take the Fritz box out of the mix completely by swapping that router (DM200) in and since I have done that (in the last 30 minutes) I haven't seen any packet loss where previously I was seeing 30% packet loss. So for me it does seem to be to do with the router in some way that is resulting in the packet loss. Note: I have limited knowledge in the network space so take what I say with a pinch of salt !
Standard User professor973
(knowledge is power) Sun 28-Jun-20 00:25:08
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Re: Zen dropped packets


[re: MikeW000] [link to this post]
 
Am I right to assume you also had the router firmware update?

Standard User MercuryRH2
(newbie) Sun 28-Jun-20 14:11:28
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
Had a chat with Tech Support this morning and have replaced the Draytek with Zen’s Fritz box and removed the BT faceplate so running on the test port. Throughput has improved however the BQM data is dreadful - far far worse than with the Draytek 2860ac ever was. That could be because of no faceplate, or it could be the Fritz not supporting ICMP pings properly, or something else. The change is around 09:30 this morning. At that point throughput was less than 2Mbps. It’s now up to 65Mbpsand the sync is unchanged at 71/20.

My Broadband Ping

I’m expecting to put the Draytek back as the modem later today after Zen call back (it’s in failover mode at present so that the LAN is unaffected) and will see what changes.

Are BT NTE 5c Mk4 faceplates a weak spot?

UPDATE 15:00 28/06/20: Zen Tech Support have just confirmed that they’re seeing an issue of some sort and will be raising a ticket with their supplier. No details however at least something has given enough detail to be able to get this looked into. The impression I have is that this covers ‘users’ plural, rather than just my circuit.

Edited by MercuryRH2 (Sun 28-Jun-20 15:14:01)

Standard User MikeW000
(newbie) Sun 28-Jun-20 16:52:37
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
I am unfortunately again seeing dropped packets even after the replaced router. I suspect therefore that there is a wider issue with this. I have messaged support so will wait to hear from the but given the conversation thread on here it does seem as though there are multiple users affected.
Standard User professor973
(knowledge is power) Sun 28-Jun-20 16:57:39
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Re: Zen dropped packets


[re: MercuryRH2] [link to this post]
 
I have just about lost the will to live now after ordering a USB cable for a brand new unused printer as the Fritz!box brainstorm refuses to send data to my usual printer. I also ordered a VDSL router, both from amazon to arrive today, all of this to take the Fritz!box out of the loop. I have already had a trip to town to return a mini gardening set that was sent instead of the printer cable.
I now have another trip to return the router, which turned out a D.O.A. TP-Link TD-W8960, an ADSL router that was returned in 2014 judging by what the previous buyer wrote on the box!
Hooked up The FRitz!box up again and it now refuses to load 75% of webpages, so now I am hooked up to 4G Mi-Fi touter, one of two I have. It will be interesting to see my BQM now. If the problem is 100% the Zen supplied router as it seems, it will take a replacement router to keep me as a customer.

Edited by professor973 (Sun 28-Jun-20 17:05:19)

Standard User neegal
(newbie) Sun 28-Jun-20 17:19:52
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Re: Zen dropped packets


[re: MikeW000] [link to this post]
 
Give them a ring tomorrow morning and get added to the list of users with PL and throughput issues.

They should have the capability to test their networks constantly and be pro-active about fixing problems rather than waiting for a threshold of annoyed users to ring in after 5 days of [censored] service.
Standard User kakrafoon
(newbie) Sun 28-Jun-20 22:45:39
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Re: Zen dropped packets


[re: neegal] [link to this post]
 
In reply to a post by neegal:
Give them a ring tomorrow morning and get added to the list of users with PL and throughput issues.

They should have the capability to test their networks constantly and be pro-active about fixing problems rather than waiting for a threshold of annoyed users to ring in after 5 days of [censored] service.


This annoys me - I pay a premium for Zen over the likes of BT/TalkTalk because I expect better support/transparency. There is zero mention of issues on the Broadband status page. Regardless of the forum posts/tweets out there, their network team *must* be aware of these issues especially when it seems to be a congestion issue on the Manchester gateway. From my TB monitor, I can see clearly that the PL/latency is much worse at peak times.
Standard User professor973
(knowledge is power) Mon 29-Jun-20 00:09:47
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Re: Zen dropped packets


[re: kakrafoon] [link to this post]
 
Well I have NEVER had an ISP that ignores my problem unless a certain number of others have the same problem. A year or two back I had a massive underground problem with unducted buried old underground cable. Both Pulse8 and later AAISP when it returned pushed and pushed a reluctant Openreach until finally they dug.
I am suffering the same evening slowdown and hope tonights London upgrade will help that, but other than that, I am very suspicious of the TBB BQM showing 30% loss when my ping monitor shows NO lost packets from any site!
https://ibb.co/6F5CgWK

https://www.thinkbroadband.com/broadband/monitoring/...

Edited by professor973 (Mon 29-Jun-20 00:21:59)

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....
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.
Standard User neegal
(newbie) Mon 29-Jun-20 17:54:26
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Re: Zen dropped packets


[re: ajays] [link to this post]
 
I've live chatted with Zen twice today. This morning not so informative, this afternoon was much better.

Basically they're trying to find the common cause but it's proving difficult because it's not a common gateway/exchange affected and it's only some customers not all.

They can't give a timeframe for fixing.

They don't want to put a service/status update on the website because it's not a particular region affected. Personally, it sounds like they're playing for time, as soon as a status update goes on to the effect of reduced throughput and packetloss they'll be inundated with calls. Not what I expected tbh, but I'll judge them on how many bad evening's internet I get and seek recompense accordingly if it lasts much longer. Already 7 days into it.....
Standard User AndrewNi
(member) Mon 29-Jun-20 18:09:28
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Re: Zen dropped packets


[re: neegal] [link to this post]
 
Thanks for the update. Not a common gateway though? From the cases I've found so far, the main common link seems to be Manchester.

Unfortunately all my attempts to move onto the London gateway have not worked. I wonder if there are any Zen users currently connected to the Manchester gateway without any evening problems.
Standard User professor973
(knowledge is power) Mon 29-Jun-20 18:16:52
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Re: Zen dropped packets


[re: ajays] [link to this post]
 
Hi Zen, after responding to Zen again as above, I have at long last received a reply from Zen that acknowledges 20 - 40% packet loss on my connection since the 25th, the very date I informed them that my Fritz!box updated and trashed the connection. I am now hooked to a MiFi box and the loss is the same, so a Zen problem, I will now revert to the Fritzibox to see if that helps you correcting the problem.

Edited by professor973 (Mon 29-Jun-20 18:19:02)

Standard User MercuryRH2
(newbie) Mon 29-Jun-20 19:06:49
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
I wasn’t using their router when this all began. My router is a Draytek 2860ac. I now have the Fritz in use as the modem (in order to eliminate the router) and it’s made no difference.

My Fritz updated as soon as I brought it into use yesterday, but in my case the circuit is as bad as it was before. Daytime performance is excellent, but between about 19:00 and 23:00 it’s a no go. Last night saw frequent disconnects on the Zen side from just after 20:00 until 22:30 with no loss of the DSL itself at all until ?I got a sync rate improvement just after 04:15.

Up until about 17:30 today I was seeing the tbbx type stream at up to 65Mbps, now it’s way down again below 10Mbps and falling.

At least Zen are now accepting of an issue.
Standard User professor973
(knowledge is power) Mon 29-Jun-20 19:40:02
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Re: Zen dropped packets


[re: MercuryRH2] [link to this post]
 
Yes not the Fritz!box here either as I took it out of the mix, it's just that in my case my massive packet loss coincided with the router update. Also good that Zet are at last looking and seeing, but I'm still unhappy that they don't respond to single problems, something I had found the last couple of months with the Fritzbox losing connection.

Standard User llyama
(newbie) Mon 29-Jun-20 20:09:06
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
Same problem here. Fine in the day but very poor in the evening for a few days now.

I'm on lo1.subs.bng1.wh-man.zen.net.uk which appears to be manchester.
Standard User RabbleRouser
(newbie) Mon 29-Jun-20 22:25:30
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Re: Zen dropped packets


[re: llyama] [link to this post]
 
Update - Mine has been pretty solid tonight. Just pinged BBC site and no lost packets and I've been playing Destiny 2 all night (7pm to 10:20) with only one d/c due to network issues.. D/L speed is 20Mb and U/L is 9Mb, not far off what I usually get. (normally 27Mb down).

Hopefully the issue is fixed for everyone.
Standard User kakrafoon
(newbie) Mon 29-Jun-20 23:42:26
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Re: Zen dropped packets


[re: professor973] [link to this post]
 
Agreed - this is definitely not a Fritzbox specific issue. I'm using a Fortinet router. Everything I'm seeing out there points to it being a problem in the network for users connected to the Manchester gateway. I wish there were a way to switch over to the London gateway... I asked that question of Zen technical support and they couldn't answer it.
Standard User professor973
(knowledge is power) Tue 30-Jun-20 00:06:26
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Re: Zen dropped packets


[re: kakrafoon] [link to this post]
 
So much for support as Zen are switching plenty to London. I hook to London, but my problem is a little different I think, of it's not Manchester specific. At least Zen are now seeing my 20 - 40% loss now.

Standard User RabbleRouser
(newbie) Tue 30-Jun-20 14:38:52
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Re: Zen dropped packets


[re: RabbleRouser] [link to this post]
 
I got a call from Zen today asking what my connection has been like - solid, and he updated me about the issue on the network, how it's been identifiied and is in the process of being fixed. In the meantime I've noted I'm being routed via London instead of Manchester and that has returned my speeds and service to normal.

Given I only called Zen yesterday, I'm happy with the way they've dealt with my issue with the follow up calls plus keeping tabs on my connection for another 24 hours shows they are making efforts.

I just wonder about the monitering of the network hardware and whether there's automated systems in place or not that detects issues and reroutes traffic. I have to admit to knowing nothing about networks and how they operate.

Perhaps ISP's could introduce a one-click system where a user having a problem uses an ISP support app, sending the relevant information about the users connection. That would be less hassle in the first instance than going through telephone support.

Edited by RabbleRouser (Tue 30-Jun-20 14:47:55)

Standard User MercuryRH2
(newbie) Tue 30-Jun-20 15:28:26
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Re: Zen dropped packets


[re: RabbleRouser] [link to this post]
 
There’s some form of emergency maintenance ongoing on the xDSL Broadband platform as of 14:00 today. Maybe it’s connected with the recent performance drops we’ve been seeing.

Mine is also steady at present, however we aren’t at evening peak yet. That will be the proof of the fix. I’m still routed via Manchester.
Standard User RabbleRouser
(newbie) Tue 30-Jun-20 18:41:55
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Re: Zen dropped packets


[re: MercuryRH2] [link to this post]
 
My proof was last night and 4 hours solid gaming from 6pm to 10:20. laugh
Standard User MercuryRH2
(newbie) Tue 30-Jun-20 20:45:00
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Re: Zen dropped packets


[re: RabbleRouser] [link to this post]
 
In my case whatever Zen did seems to have worked so far. Downloads now exceed 70Mbps and Uploads are a smidge below 20Mbps on my 80/20 circuit. Latency looks better too. I’ll go in running tests for another 12 hours, however for me performance is back where it used to be.
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