Upstream throughpup droped to 4,9 Mbit/s throughput.

Hi all I have been a Zen user for some time has been great.
We run a SIP video conference server and i had noticed that the system was not working as good as it was after a check on my zen router I have noticed my upstream has gone from around 17/19 to 4,9 Mbit/s of course this is effecting the number of connections that can connect to my sip server.
Here is the info page from my router do you think this will sort itself out or should I report a fault.?

Negotiated Connection Properties
Receive direction Send direction
Max. DSLAM throughput kbit/s 80000 20000
Min. DSLAM throughput kbit/s 128 128
Attainable throughput kbit/s 54982 4935
Current throughput kbit/s 54982 4935
Seamless rate adaptation off off

Latency 8 ms 8 ms
Impulse Noise Protection (INP) 3 2.6
G.INP off off

Signal-to-noise ratio dB 6 4
Bitswap on on
Line attenuation dB 18 19
approximate line length m 416

Profile 17a
G.Vector off off

Carrier record A43 A43

Edited by deleted (Sat 12-Jun-21 22:04:08)

It likely won't sort itself out.
It doesn't look like a temporary change as the attainable rate has also dropped.
The line is interleaved both down and up and the noise margin is very low meaning things may even be worse since the last resync.

I had a very similar issue with a neighbour on Zen about a month ago.
He used to sync at 34Mb down / 7Mb up.
Overnight the line dropped to 30Mb down / 0.8Mb up.
Zen completely ignored 3 emails in a row. Eventually I had to call them.

To my disappointment the Zen rep started giving me nonsense about the downstream being within the lines estimates and above the minimum guarantee.
They didn't seem interested that the upstream dropped from 7Mb to 0.8Mb and that the upstream was way below the lines estimate and way below the lines downstream handback.

Fortunately our street has FTTP available and the neighbour took my advice and switched to 160/30 with BT.
I don't think he would have got anywhere with Zen without repeated calls until I reached someone competent.

Zen support isn't what it used to be. They seem to be completely unable or unwilling to answer emails.
Over a month later and I still have no answer to any of the emails that we sent Zen.
There are numerous reports on these forums of the same in the last few months.

Their control panel no longer tells you what backhaul your line is connected to and the rep I spoke to had no idea either.
"You are connected to OpenReach backhaul. Would you like me to see if this can be changed?"

Needless to say Zen are no longer in the list of small, niche ISP's with great support that I regularly recommend to others.

Definitely report a fault. If you do so by email you will likely be ignored.
You're best calling, but good luck getting someone who has a clue.

Edited by j0hn83 (Sun 13-Jun-21 12:16:37)

Thanks for response
Was told by Zen to try a different router and filter and didn't make much différance so Zen have registered a fault just waiting in the fault team calling back with appointment

xDSL
Mode VDSL2
Traffic Type PTM
Status Up
Link Power State L0
Downstream Upstream
Line Coding (Trellis) On On
SNR Margin (dB) 5.4 2.1
Attenuation (dB) 21.4 0.0
Output Power (dBm) 5.8 5.8
Attainable Rate (Kbps) 59250 2199
Rate (Kbps) 52294 5582
B (# of bytes in Mux Data Frame) 43 79
M (# of Mux Data Frames in an RS codeword) 1 1
T (# of Mux Data Frames in an OH sub-frame) 64 11
R (# of redundancy bytes in the RS codeword) 10 16
S (# of data symbols over which the RS code word spans) 0.0268 0.4552
L (# of bits transmitted in each data symbol) 16136 1687
D (interleaver depth) 1213 71
I (interleaver block size in bytes) 54 96
N (RS codeword size) 54 96
Delay (msec) 8 8
INP (DMT symbol) 3.00 2.50
OH Frames 863883 90645
OH Frame Errors 0 0
RS Words 221006687 167193
RS Correctable Errors 3497 115312
RS Uncorrectable Errors 0 0
HEC Errors 0 0
OCD Errors 0 0
LCD Errors 0 0
Total Cells 149438563 0
Data Cells 924330 0
Bit Errors 0 0
Total ES 0 0
Total SES 0 0
Total UAS 25 25

Edited by deleted (Sun 13-Jun-21 15:41:21)

Just an update on this fault had a engineer out today and all sorted line hasnt looked this good for years..Hope it lasts.....


Negotiated Connection Properties
Receive direction Send direction
Max. DSLAM throughput kbit/s 80000 20000
Min. DSLAM throughput kbit/s 128 128
Attainable throughput kbit/s 83564 25133
Current throughput kbit/s 79987 20000
Seamless rate adaptation off off

Latency fast fast
Impulse Noise Protection (INP) 0 0
G.INP off off

Signal-to-noise ratio dB 7.3 0.0
Bitswap on off
Line attenuation dB 17 21
approximate line length m 409

Profile 17a
G.Vector off off

Carrier record A43c A43c

Good news. Did he tell you what the cause of the issue was?

He said it was a faulty port on the cab so he has done a lift and shift made a big différance to my connection.i cant complain about the service from Zen have been great and even gave us £25 as i had to say of work for the day. Just hope the connection stays stable and speeds say at current rates...

Good result.

In reply to a post by j0hn83:

It likely won't sort itself out.
It doesn't look like a temporary change as the attainable rate has also dropped.
The line is interleaved both down and up and the noise margin is very low meaning things may even be worse since the last resync.

I had a very similar issue with a neighbour on Zen about a month ago.
He used to sync at 34Mb down / 7Mb up.
Overnight the line dropped to 30Mb down / 0.8Mb up.
Zen completely ignored 3 emails in a row. Eventually I had to call them.

To my disappointment the Zen rep started giving me nonsense about the downstream being within the lines estimates and above the minimum guarantee.
They didn't seem interested that the upstream dropped from 7Mb to 0.8Mb and that the upstream was way below the lines estimate and way below the lines downstream handback.

Fortunately our street has FTTP available and the neighbour took my advice and switched to 160/30 with BT.
I don't think he would have got anywhere with Zen without repeated calls until I reached someone competent.

Zen support isn't what it used to be. They seem to be completely unable or unwilling to answer emails.
Over a month later and I still have no answer to any of the emails that we sent Zen.
There are numerous reports on these forums of the same in the last few months.

Their control panel no longer tells you what backhaul your line is connected to and the rep I spoke to had no idea either.
"You are connected to OpenReach backhaul. Would you like me to see if this can be changed?"

Needless to say Zen are no longer in the list of small, niche ISP's with great support that I regularly recommend to others.

Definitely report a fault. If you do so by email you will likely be ignored.
You're best calling, but good luck getting someone who has a clue.

Looking at FTTP maps in cityfibre areas, Zen is growing rapidly, given they also have their own backhaul to exchanges now as well, I agree they not in the small niche isp category any more.