What happened?

My Zen ADSL cnnection went down about 40 minutes ago (having been on for years and years).

Although it has all come back on whilst I have been typing this.

EDIT: The zen website reports no issues

Edited by Sandgrounder (Mon 29-Dec-14 20:05:18)

No disconnections to any of my accounts in London so may have been something local to you.

It is off again.

And, according to my Thinkbroadband Quality Monitor, has been for over an hour.

My Entanet connection (which I am using now) has been rock stready.

Obvious questions; but have you checked your router etc to see what it is reporting? I presume your Enta & Zen connections are both BT Wholesale connections from the same exchange/pop?

The router reports no sync. Yes both connections are BTW via the same exchange.

I have tried re-booting the router.

My earlier post about no response from the Zen website was wrong. I had overlooked the fact that I set the Enternet router to route Zen data out through the Zen router even if I was using Enternet for everything else. The Zen website is fine. (also checked via a Vodafone mifi unit which I am using now)

And as much as it pains to ask have you tried swapping the routers or is that too much trouble? And I presume there was nothing on the status pages here

Otherwise might be worth a call to Tech Support if you can catch them tonight or 1st thing tomorrow.

I do have a spare router; but have not tried it yet.

One of the advantages of having a complete spare connection as well as a spare router.

Any joy getting it sorted?

No sync when another BT Wholesale connection at the same premises continues to work implies a failure in the MSAN line card port, your router, or the metallic pair in between the two. The cause could be technological or human error (mistaken cease, accidental or malicious tampering with the line).

It's probably worth ringing 17070 on the affected line and checking that you hear the phone number you expect, also that a quiet line test is OK. It's worth trying the test socket, a different cable between the socket and the router, and a spare router if you have one. If none of those work, it's a case of calling Zen.


My Zen connection has been working fine all day, as you can see in my BQM, though that means nothing in this context as it's a FTTC connection via the Zen backhaul network.

After a telephone call to Zen Support (talking to a very helpfull engineer), I now think that this is a BT line fault - the phone is now also very noisy and intermittent. (I did try swaping the routers/filters and a spare router - all with the same results)

As I do not need two ADSL connections at the moment, I am happy to leave things as they are ('phone and router disconnected) until after the new year - and then try 17070, etc. (The 'phone now has a divert from the bad line to the good one and all of my servers are happy just on the one working ADSL connection)

Thank you both for your comments.