That fault log is a good read.

Impressive stuff. It took a month but they got to the bottom of it. It is frustrating that an ISP like Zen with a good reputation can't match this level of support. In my case by comparison Zen were merely scratching around the surface of the issue. They were speaking with BT complex faults team but I didn't see anything like this level of technical understanding or perseverance to find a solution, there was more interest in making me think I was being fussy and this issue was only something visible in the TBB Speedtest and not something that affected my day to day use.

Good to see Talk Talk working with AAISP to resolve. I wonder if BT would have done the same?

In reply to a post by craski:

Impressive stuff. It took a month but they got to the bottom of it. It is frustrating that an ISP like Zen with a good reputation can't match this level of support. In my case by comparison Zen were merely scratching around the surface of the issue. They were speaking with BT complex faults team but I didn't see anything like this level of technical understanding or perseverance to find a solution, there was more interest in making me think I was being fussy and this issue was only something visible in the TBB Speedtest and not something that affected my day to day use.

Good to see Talk Talk working with AAISP to resolve. I wonder if BT would have done the same?

As has been commented elsewhere the Zen problem seems go back quite a bit. From memory the earliest post, I have seen (possibly Zen forums) was around November 2015. The fact that people seem to be still having the single thread issues with Zen does not look good for Zen.

Admittedly there could be more than one cause, but I agree that what AA did and tends to do is nothing short of magnificent. Their policy of being open and keeping customers fully informed is nothing short of the very best of customer service. It is regrettable that other ISP's do not follow suit and show the same openess rather than to try and dismiss the issue.

Mac

Is this still an ongoing issue? Recently I've been seeing something very similar on my line:
http://www.thinkbroadband.com/speedtest/button/14925...

Also, going back several months the BQM shows low level packet loss almost 24/7:
http://www.thinkbroadband.com/ping/share/f8f113bd52a...

Any ideas or do I try my luck with Zen CS?

I suggest you follow the instructions given earlier in the thread (click). That is more likely to get the information into the hands of the right people than just contacting Zen CS.

In reply to a post by craski:

In reply to a post by Adrian:

Anyway, the change is booked for 11th April so it will be interesting to see what happens.

Please do post back to let us know. I too have had this issue with Zen for past 12 months and gave up trying to get them to fix and have all but accepted nothing single threaded gets full benefit of the connection. For various reasons I'm going to have a second line installed soon and I'm going to try Talk Talk Business on that and directly compare against Zen.

As requested I am reporting back on the changes that IDNet made to my connection. I don't know exactly what they did other than that it involved a "reconfiguration" which took place just after midnight on 11th April, so obviously not requiring the services of a BTOR engineer.

The net result is that I no longer see any packet loss and my single thread speed is back where it should be. The only other difference is that my minimum latency has doubled from 10ms to 20ms, but I am not a gamer so that isn't an issue for me.

I call that a pretty good result and my thanks to Brian at IDNet for seeing it through.

Many thanks, I've contacted tech support as instructed and will PM Jon when I get a reference.

I've noticed I'm having terrible single threaded download speeds for quite some time. At first I thought it was something where I am such as my router (DrayTek Vigor 2860ac), but even with QoS turned off, hardware acceleration turned off and other such settings it's still pretty terrible compared to the multi threaded speed test. During the day/evening it actually gets worse, in the early hours of the morning it appears to be better. I've been changing routers/modems, filters and wires to no avail. I've also been getting a very low amount of intermittent packet loss according to my TBB ping graph. I'm also on GEA instead of WBMC.

Early this morning:
https://www.thinkbroadband.com/_assets/speedtest/but...

Just a moment ago:
https://www.thinkbroadband.com/_assets/speedtest/but...

I imagine I'm getting similar problems with some kind of congestion?

Assuming the previous instructions are still valid I'll try those and hope I can get a solution rather than have to most probably pay to end the contract early and move to another ISP like A&A.

In reply to a post by Ixel:

I've noticed I'm having terrible single threaded download speeds for quite some time. At first I thought it was something where I am such as my router (DrayTek Vigor 2860ac), but even with QoS turned off, hardware acceleration turned off and other such settings it's still pretty terrible compared to the multi threaded speed test. During the day/evening it actually gets worse, in the early hours of the morning it appears to be better. I've been changing routers/modems, filters and wires to no avail. I've also been getting a very low amount of intermittent packet loss according to my TBB ping graph. I'm also on GEA instead of WBMC.

Early this morning:
https://www.thinkbroadband.com/_assets/speedtest/but...

Just a moment ago:
https://www.thinkbroadband.com/_assets/speedtest/but...

I imagine I'm getting similar problems with some kind of congestion?

Assuming the previous instructions are still valid I'll try those and hope I can get a solution rather than have to most probably pay to end the contract early and move to another ISP like A&A.

I am also having poor speedtest results and packet loss.
I have a fault open with Zen Support, and the latest email from them said that they had an outage booked for last night 29/08/17 which might solve the issue. I am still getting packet loss this morning and poor speedtest results. I am fed up with this situation, and if it is not rectified very soon I will be leaving Zen.

In reply to a post by radar:

I am also having poor speedtest results and packet loss.
I have a fault open with Zen Support, and the latest email from them said that they had an outage booked for last night 29/08/17 which might solve the issue. I am still getting packet loss this morning and poor speedtest results. I am fed up with this situation, and if it is not rectified very soon I will be leaving Zen.

Oh my, not good!

Yeah, I'll open a ticket with Zen Support as well then. What sucks for me is that I recently restarted a new contract (speed regrade) so I could get DLM reset without needing an engineer after discovering what I believe to be my homeplugs causing some internal issues (where an engineer I doubt would've just been booked to just reset DLM only). Lets hope this can be sorted out or moving ISP will be a little expensive.