I've been with them for many years and the deterioration recently is very sad. i always found support to be very good but now it appears it's poor. Recently had cause to contact them re G.INP causing problems on the ECI cabinet to which I'm connected. The reply I got was patronising and betrayed a frightening lack of knowledge. They are neglecting vital parts of their business and they are going to lose many previously loyal customers.

I'm just about to leave them. Once very nearly the best you could get - now just another (expensive) provider.

Edited by deleted (Sun 25-Sep-16 10:22:32)

When the performance of my VDSL 80-20 Zen Ethernet cable connection from my router was reduced to this back in April;

http://www.thinkbroadband.com/speedtest/results.html...

I plugged in a cheap USB Wi-Fi adaptor, and on a rather weak BT Fon Guest Wi-Fi connection from my next door neighbours 40-10 HomeHub I was able to achieve a better single thread speed.

http://www.thinkbroadband.com/speedtest/results.html...

Same FTTC cabinet, same exchange.

Godfrey.

After being Zen customer on FTTC and having speed issues for 6 or 7 months I moved to Pulse8 in August. Since then no problems at all. Max speed of 9.2 MB/s all day every day. Low latency of 12 ms. Cant complain, and there is no contract so if needs be you can always move if things go wrong

Sounds like I've given them too much benefit of the doubt.

In reply to a post by aparat:

After being Zen customer on FTTC and having speed issues for 6 or 7 months I moved to Pulse8 in August. Since then no problems at all. Max speed of 9.2 MB/s all day every day. Low latency of 12 ms. Cant complain, and there is no contract so if needs be you can always move if things go wrong

Indeed, I am on full 80/20 sync and I get 8.8 MB/s all day - so how do you squeeze the extra?

I dont know but thats what I seen before maybe it was one off but usually its 9.1 9.2 or thereabouts. 79 sync only because g.inp off at the moment when I changed to Pulse.

http://www.speedtest.net/result/5661557676.png

Edited by deleted (Sun 25-Sep-16 16:44:43)

Better as I had same issues as many here. But the worst part is that they were messing us about and pretending that there was no issue. The blood boiled sooo many times I wanted to kill even to pay the remainder just to be able to tell them to [censored] off. Gladly I was away all summer, the issues are now resolved so for the remainder of the contract I can use the network as intended. On 22nd of November tho they will know what I think about them. Oh and I have been with pulse8 before as well. Never had an issue and all the questions I had were answered promptly by Adam. Really good service.Only gone zen because at the time pulse8 had small allowance. It is unlimited now tho so I am going back soon as I can. Hope this helps.

They seem to like cutting people off and then chasing them through debt collection for the remainder of the contract money

Edited by deleted (Thu 06-Oct-16 11:21:11)

In reply to a post by jrrhoofnest:

The reply I got was patronising and betrayed a frightening lack of knowledge. They are neglecting vital parts of their business and they are going to lose many previously loyal customers.

This was my experience too. I had the same issue that Kamil and others were having - v. poor "peak time" performance, where peak time is anywhere from 8am to 12am. Instead of having someone look into the issue, I was initially told that I didn't know what I was talking about (in more diplomatic terms), that it was my equipment, that there wasn't a fault as "this is expected performance" etc.

Oh, and they were strangely fixated on Openreach line tests, as if the issue was between me and the cabinet, and not deeper in the network. This was despite the line being totally rock solid. They also liked to mention that "you download a lot" as if that should mean something. It doesn't, unless Zen were doing some surreptitious traffic shaping of heavy users!

In short, the sort of response I'd expect from a script-reader at BT or TalkTalk, not someone who supposedly works for a top-tier ISP.

Eventually after much moaning from all of us they finally took a look. It still took like 6 months for them to fix it though. I don't buy that it was an Openreach issue, as others have stated, this would affect a lot of people across a lot of ISPs. It's very strange that an "Openreach issue" only affected Zen...

I'm not sure why we are still with them. If it goes wrong again I'll probably find another ISP.

Edited by deleted (Sun 09-Oct-16 10:56:34)

In reply to a post by sor:

I'm not sure why we are still with them.

With the market the way it is - neither am I to be honest. I would have gone after the "being told I had no idea and it was my equipment" episode. Treating customers with that level of destine really isn't for a company who wants to stay in business.