ZEN = £30, 100GB, 6Mbps Off Peak, 3Mbps Peak Time. (I got a fiver off for not leaving)

SKY = £7.50, Unlimited Usage, 7.5Mbps (Part of a package but I had sky anyway)

Its no contest really, apples that go bad never go good again.

In reply to a post by t7own:

I was told today the line works fine even when my Router says my connection is now 1600 and it has been 2400 for nearly a year...

The problem is that the service is rate adaptable. In other words to quote Yarwell, "it goes as fast as it can." As far as BT is concerned the fact that it slows down is simply a sign that it's working normally in response to probable noise/instability on the line. Hence you were told that it works fine - in BT/OR terms it does.

That is not Zen's fault, although they can argue the case with BT/OR. Whether they get anywhere is something else entirely.

Tacitus I understand all of that - but the fact no-one is willing to look into the matter - even when I can prove the drop - today I synced at 1260, my IP profile was at 0.8 when I was getting 1.8 three weeks ago is frustrating.

If the sync improved when I plugged the router into the master socket I would sort out my wiring - it does't but good out BT just sits there in it's [censored] as said it's good enough.

If your car starting doing 33% less MPG the company you brought it from would repair it.. It doesn't work with broadband you basically told you should be greatful you got 1.8 at all.

It's a joke and ultimately I hold Zen accountable because I buy the product from them. My opinion and no others won't agree and I know I can leave it I want too.

Hi,

Sorry to read about the speed problems you're having - drop me a PM on this forum with your Zen username and I'll have a look to see if there's anything more that can be done.

I've just left Zen after about 4 years because of the same frustrations t7own. To be fair, it must be equally frustrating for Zen not to be able to do more for their customers......

Edited by deleted (Thu 18-Aug-11 11:20:15)

Totally agree - one thing though the companies that Lease from BT need to get together and agree better terms in their contracts instead of making the consumer suffer. I know this is a known issue with the industry but it's down to companies like Zen to put pressure on BT

In reply to a post by Azzaka:

In reply to a post by Tacitus:

I think all the BT based ISPs are in the same boat

We are and we are not. It depends on how much the ISP wants to help BTW and OpenReach change and adapt to the current climate.

We deal with BTW on a daily basis along with other ISP's and help them understand why things are breaking and from an ISP point of vieq, how we would like to see things change.

Over the past 12months. new tools have become available, new methods for raising and fixing issues, new teams are now there for us, new ways to comunicate with BTW, all these things take time.

From a customer point of view this can be seen in a reduction of time it takes to fix a fault. Not always the quickest, however that is then upto the ISP to work on internally.

not that long ago it took over a week to fix a simple port problem so dont make me laugh about reduction times.

june 2003 customer here and beleive me when i tell you mr tangs company is not a patch now to what it was back then. the people who dealt with my problem couldn't care less about their customers, they blamed BT that was all they could do. I PAY YOU as a company and i have paid you £30+ a month since june 2003 and if my internet isnt working i expect you to pull out all the stops and start asking BT why it's talking upto and over a week to look at problems in my area instead you rolled over an took BT's shoddy service and didn't do anything for me as a customer. when i asked to speak to a supervisor i was spouted the same rubbish, lalalala nothing to do with us it's BT fault.

ordered a regrade on thursday afternoon (your retention team managed to get me to stay when i called up for a mac code) that was going to be activated that evening, that was finally activated on monday at 3.19am. 3 days+ to regrade a service. straw, back and camel anyone? i'm off to an LLU and i might consider ZEN if that's not upto scratch probably not though because i hear IDNET service is good these days.

you used to be a good company but you are just like all the rest now. you should probably employ more people that don't want to do any work.

zenuser 21029 will be calling up for a MAC code as soon as ive decided which is the lesser of the two evil LLU operators in my exchange.

i'm sorry for blowing off but your comment about reduction in fault fixing times angered me as it's just not true. all of us here know what the weak link is we just need companies like you to actually grow a pair and stand up and say hey you know what this just isn't good enough.