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Since joining Zen I have been having packet loss. Mostly at peak times 5-12PM.
With the odd bit at other times too.
I have been jumping through hoops with Zen to try and get it sorted. They have been monitoring and can see the packet loss their end too yet they are blaming my equipment for it.
I use my own router that was fine back on Yayzi. The packet loss kicked in on the day I switched over. Its not a lot of packet loss, 1% to 5% at the most but it is causing hiccups.
I have now plugged in the eero router today and oh look, packet loss is still there.
I have even been told by someone at Zen support today to change the cable between my PC and the router.... How is that going to fix anything exactly? The packet loss is external to my network since the monitoring is pinging the router not my PC.
Not the level of support I expect from Zen.
Since the erro 6e pro only has 1 2.5gb port I cant get my full download speed while using it.
Plus its more locked down than a nun in a chastity belt!
Anyone else here using the Thinkbroadband BQM and getting packet loss in the evenings?
Its affecting my game play and discord and its starting to get annoying at this point.
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Since joining Zen I have been having packet loss. Mostly at peak times 5-12PM.
With the odd bit at other times too.
I have been jumping through hoops with Zen to try and get it sorted. They have been monitoring and can see the packet loss their end too yet they are blaming my equipment for it.
I use my own router that was fine back on Yayzi. The packet loss kicked in on the day I switched over. Its not a lot of packet loss, 1% to 5% at the most but it is causing hiccups.
I have now plugged in the eero router today and oh look, packet loss is still there.
I have even been told by someone at Zen support today to change the cable between my PC and the router.... How is that going to fix anything exactly? The packet loss is external to my network since the monitoring is pinging the router not my PC.
Not the level of support I expect from Zen.
Since the erro 6e pro only has 1 2.5gb port I cant get my full download speed while using it.
Plus its more locked down than a nun in a chastity belt!
Anyone else here using the Thinkbroadband BQM and getting packet loss in the evenings?
Its affecting my game play and discord and its starting to get annoying at this point.
I see packet loss on BQM too but I use the Zen-supplied Fritzbox and I think it was mentioned previously that this is "normal behaviour" - it's a bit concerning that you're having issues with it.
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You got TBB or some other monitoring to show? Just curious to see it as hard data.
But yeah, starts on day of migration, persists using their equipment, and is concentrated at peak times, all point to external in my opinion.
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Register (or login) on our website and you will not see this ad.
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Ive not been in since 2PM and not long got back.
The packet loss looks worse today than I have seen previously. But its always peak times. As you can see there's diddly squat other times.
My Broadband Ping
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Zen have got back to me and said their investigation has shown other users in the area also having packet loss.
But since with Yayzi there was none, It's got to be on Zen side of things and not CF.
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Zen have got back to me and said their investigation has shown other users in the area also having packet loss.
But since with Yayzi there was none, It's got to be on Zen side of things and not CF.
Yeah, Zen use CF local (so you on their backhaul now), Yayzi use CF national. Even if it is CF to blame, its on Zen to harass CF and still own the problem as your ISP.
Edited by Chrysalis (Wed 04-Jun-25 09:26:26)
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That just shows no data for me. But here's mine. 1G/1G on CF XGS-PON area.
Zen CF 900, IPv4
The loss around midnight was I think some maintenance. The session was down entirely for 10mins or so.
Edited to snapshot URL which actually seems to work.
Edited by agent_r00t (Fri 06-Jun-25 10:12:59)
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Sadly still no data, maybe you can screenshot it and post the image, in the meantime whilst TBB fix this issue.
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Your link is a 404. 
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Your link is a 404. Hmm that was the forum link generated from the BQM site.. There is a warning saying info will become available over time. Maybe it's that.
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Your ping is a tad high for a fibre connection
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https://photos.app.goo.gl/kx88F5Ng319VJwPw6
The top graph is Zen, Has been like that since day 1 of my connection on the 14th May.
The bottom graph is my last day with Yayzi.
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Your ping is a tad high for a fibre connection Yes, you can check my other threads about it. Zen in their infinite wisdom have decided to route my connection (in Berkshire) via Manchester for, reasons apparently.
They seem to have no intention of fixing it when I call, and so it's just a feature of using Zen, that they will randomly assign you to the most stupid routing they can think of. I have no doubt that half their users in the north route via London too. It's quite amusing to watch most of my traceroutes go from almost London, to Manchester, then back to London again.
Anyway it's mostly fine aside from that slightly high ping. Speeds are a bit slower (probably because most traffic goes over already congested connections running north/south twice) but not really slow enough to cause a problem.
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https://photos.app.goo.gl/kx88F5Ng319VJwPw6
The top graph is Zen, Has been like that since day 1 of my connection on the 14th May.
The bottom graph is my last day with Yayzi. That's not terrible packet loss. I doubt you'd notice it in normal use. Not ideal, I'd agree but not bad either.
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Your ping is a tad high for a fibre connection
That is down to geography and ISP routing. Starlink has worse ping times apparently, but still good enough for drone operation. The important thing is that the ping is stable.
Edited by DFScale (Sat 07-Jun-25 14:38:35)
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Thanks.
I see the peak time stuff on Zen, yeah. So they still refusing to take ownership of it?
Was that day on Yayzi under heavy load when it spiked?
Edited by Chrysalis (Tue 10-Jun-25 23:08:46)
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1% is noticeable, he is approaching 10% at times.
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Sorry, I don't get what your asking here.
The bottom graph, Yayzi does not have any packet loss. Is it the yellow spikes you are referring to? I was at home that day so probably just me using the connection.
My connection dropped this morning a little while ago. I wonder if that was Zen doing something or just CF up to something...
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I mainly play a game called PUBG and the packet loss, even at 5% is wreaking havoc in games when it happens.
Not being able to open doors or just walking right through them, Not being able to interact with items or teammates. Shots vanishing into the abyss etc etc.
Sunday's packet loss was insane compared to the rest of the week. If that don't prove its peak time congestion then I don't know what will.
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I dont want to sound like walking bill board, but this sort of thing AAISP would take ownership of, but if the prices put you of too much, then IDNet could be an option, they use CF national not Zen for CityFibre connections.
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2 Months...
Its taken that long to fix it.
As of Thursday last week the packet loss has stopped completely. Not even a blip. Finally!
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Curious if you ever end up getting told what the cause was.
Edited by Chrysalis (Tue 05-Aug-25 08:07:39)
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The only thing they told me was this:
"Hope you're doing well.
An issue has been identified on the exchange backhaul and we're working to get this resolved. We expect to have this sorted by Monday currently.
We'll continue to monitor and let you know as soon as we have any further updates."
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