Actually we know nothing it may be that the poster was on an old Home 2000 service, and this is first time on fully rate adaptive and previous issues with the line are now much more visible.

hence why seeing some data from the router before writing it off, and also doing the standard fetch of the router stats while using the test socket is needed.

Hi

Please can you PM me you Zen user name and ill look into this for you

It's no cheaper for us whether the customer is on ADSL2+ or ADSL (in fact, based on the increased peak throughput, it could potentially cost slightly more to us).

We will have offered an increase in speed in good faith to improve the customer's experience, and the customer's accepted (no doubt expecting it won't cause any issues - which normally it wouldn't).

We can switch the service back to ADSL which would get around firmware compatibility issues (and the OP hinted that was being done, but I don't have any of their details to confirm that) or the OP could upgrade the firmware to see if that resolves things.

ta,
Phil.

It's no good blaming the customer.

In reply to a post by BatBoy:

It's no good blaming the customer.

I haven't.

From reading the post and all reply's it would seem the voice line was being moved to us. This would not cause an issue, if anything it does make it easier for Zen Support to deal with any Line issues that can occur as the line will be owned by us, and thus removing the need to send the customer to another voice provider.

With the speed issues, you have stated that the you are using a Netgear Modem. If I am right the last time we supplied the DG834 was quite a number of years ago and as it has been posted before in this thread, the Hardware may stop working properly for any number of reasons. To add, this would make the modem about 6-9years old and in anyones book that is not a bad liftime for said device.

To make sure you are aware, no blame has been placed on you as Zen's customer and none shall be. We have asked for the your username so we can look at the line and see what is going on and try to resolve the problem with you. Until we have the details there is very little we can do to try and help.

Kindest Regards,

Edited by deleted (Thu 27-Sep-12 16:43:11)