Regraded from 500/70 to 900/100 but upstream stuck at 70

Bit of an odd one - I recently took up the 900/100 for the same price as 500/70 offer I was sent by Zen, after being on the latter for 18 months.

The regrade happened, and the downstream duly updated to 900Mbps, however, the upstream seems to be stuck at 70Mbps still.

I've tried using the Fritz!Box router, directly connecting a laptop and setting up a PPPoE session, resetting the ONT ... all to no avail.

I've also phoned Zen a couple of times and they said on their system the upstream profile is at 100Mbps, but they tried reapplying it again and still no change.

Anyone else seen the same?

Sounds like the Zen profile is still holding it back.

Openreach 1000/115 FTTP profile - should be able to deliver (pretty much consistently) the full line (ok around 943 Mbps net down) rate in both directions.

I realise Zen are having all sorts of issues at the moment, as noted elsewhere here.

Yes - it was indeed an error on Zen's side (after they swore blind it wasn't and the profile was correct).

They raised a line fault, Openreach came out today, said "Yeah, not a line fault, and since you've tried everything including directly connecting to the ONT and setting up a PPPoE connection from a fast laptop, it's something wrong with the regrade on their side"

A quick phone call to his people at Openreach later they spotted Zen had allegedly failed to perform one of the remaining tasks for a regrade, so they went ahead and did it - lo and behold, 100Mbps upload!

A nice outcome, although it should've been noticed by Zen. I wonder if Openreach will bill them for their error given it wasn't a fault on Openreach's side. Zen appear to be having a number of hiccups lately.

Edited by Ixel (Wed 10-Aug-22 23:25:48)

In reply to a post by phil_john:

Bit of an odd one - I recently took up the 900/100 for the same price as 500/70 offer I was sent by Zen, after being on the latter for 18 months.

I am glad the the profile issue was eventually sorted out for you.

However, I have a separate query about the new regraded contract that you have agreed to. (ie, Does the Zen Lifetime price Guarantee carry on and does it apply to the regraded contract).

Since you were on old contract for 18 months, presumably, the old contract was subject to the Zen lifetime Price Guarantee which is ongoing for existing customers but that offer ended recently for new customers:

https://www.ispreview.co.uk/index.php/2022/05/zen-in...

The question is: as an existing customer did your contract regrade result in the removal of the Zen Lifetime Price Guarantee since you effectively took out a new contract when you regraded or did the Zen Lifetime Price Guarantee carry over to the replacement contract ?

If the Zen Lifetime Price Guarantee was lost during the regrade that could be worth remembering when regrades are considered.

Thanks for circling back to confirm the issue. Hope it works well for you 👍

Checking in my profile section it states:

Full Fibre 900
Provision type: New service activation
Care Level: Standard
Lifetime Price Guarantee: Yes

So it would appear I've retained it - although I knew I'd be losing it by regrading, although still better than any other ISP that still mandate mid-contract price hikes of RPI + whatever number they think they can get away with.

They really should - the Openreach engineer said that he keeps getting sent out to investigate FTTP line faults and finding none - I wonder if the regrade process has changed recently leading to mistakes being made, or if this is just one of those things - an unlucky mistake.

Zen may have set the correct profile but ONT's can get locked on historical profiles and only BTW can override it.

In reply to a post by S2KIP:

Zen may have set the correct profile but ONT's can get locked on historical profiles and only BTW can override it.

The ONT's don't hold profiles. I assume you meant OLT?

BTW don't have anything to do with the OLT's either. They are entirely owned and managed by Openreach.

In reply to a post by j0hn83:

In reply to a post by S2KIP:

Zen may have set the correct profile but ONT's can get locked on historical profiles and only BTW can override it.

The ONT's don't hold profiles. I assume you meant OLT?

BTW don't have anything to do with the OLT's either. They are entirely owned and managed by Openreach.

My profile with the ISP was 100 Mbps down, I only got 30. The OR engineer had to ring a call centre in India to have it set to 100.

Sometimes the Openreach back office / provisioning system gets stuck.

Had this on FTTP re-grade about 2 years ago and it took more than 3 weeks for Openreach to get their pipeline sorted and operational again. Nightmare.