Thanks for the pointer to the order on the portal. I've now found an order for "Zen Fibre GEA Migration" for my FTTC line showing as "Fulfilled on 22/03/2022". Like you I wasn't notified. The connection dropped in the early hours the following day and I immediately found I'd lost IPv6 and contacted them to complain. Just after 10am they obviously reversed the order. All can be seen, including the affect on latency here: IPv4 Quality Monitor

Edited by jelv (Thu 31-Mar-22 16:53:30)

Update:
Openreach chap turned up at expected time, ran a few tests, called their office to check profiles etc were all correct and basically said there was nothing wrong physically here and handed it back to Zen.

Fault manager at Zen rang me a few hours later and explained about the migration and that they were handing it to the networking team to investigate further.

In reply to a post by FakeJake:

Update:
Openreach chap turned up at expected time, ran a few tests, called their office to check profiles etc were all correct and basically said there was nothing wrong physically here and handed it back to Zen.

Fault manager at Zen rang me a few hours later and explained about the migration and that they were handing it to the networking team to investigate further.

No surprise the Openreach engineer found no issue on their side, sadly a lot of ISPs have been for years throwing faults over to Openreach as a first line of support and this may have been acceptable when it was ADSL and VDSL type products but with FTTP it really isn't the best move. This issue clearly is with the change that they made so its clearly now back with them. If it was me I would be pushing for them to revert you back to the pre-migration configuration until they can get to the bottom of this issue.

Edited by deleted (Fri 01-Apr-22 19:04:13)

I was GEA migrated on 20th March at 3:15am - Just at the time my internet has started running very slowly, and with massive slow-ups, intermittency etc. I contacted Zen, and they have changed my router (twice!) - surprisingly with zero difference. The issue manifests as an OK PPPOE connection as far as the router is concerned (there is a Fritz Speedtest you can run under the diagnostics page on the UI). The problem is LAN-side, not WAN-side, or at least it appears that way.... I did try using an ancient Apple Time Capsule, and it is radically better (a 200Mbps downlink, that is reliable, compared to the Fritz giving about 100 at BEST) The real problem seems to be as being discussed - either routing being upset now (WAN side), or possibly MTU? The real issue is that Zen KNOW of this issue, yet are trying to fob it off (that's how it feels) The reality is that everyone is having problems after the GEA migration, and NOT after changing their router or home LAN configs etc. Allegedly Zen expert contacting me tomorrow, and will do home visit if required, but I am starting to smell nasty rodents on this issue.

In reply to a post by SteveBushell999:

The problem is LAN-side, not WAN-side, or at least it appears that way....

You say you think your problem is LAN side? what makes you think it is? if your issue is in fact LAN side then I personally can't see your issue being caused by the GEA migration.

Edit: cleaned post up so hopefully it makes sense

Edited by deleted (Sun 03-Apr-22 21:49:19)

Hi, yes, it is odd that it manifests as LAN side, but let's examine.....

Firstly, the problems all started the day after my (unrequested) GEA migration occurred, bit of a coincidence as all was fine for a year previously, and it then immediately goes bad, and stays that way????

OK, why LAN-side? All my measurements are over less than 10 metre runs of CAT5e (specified to 1Gbps up to 100Mtrs) - I don't use WiFi for any tests as it has latency, bandwidth issues at distance, jitter, co-channel occupancy, possible interference etc etc). Below are what I see after the magnificent migration....

All tests boiled down to short CAT5e to the ONT, into the router, and a single CAT5e out - directly to the test machine - no other hardware or routers involved.

1) Fritz router number 1, the one originally supplied - FAST.com LAN gives 120 Mbps at best, always did give 500Mbps

2) Fritz router no 1, running the Fritz inbuilt diagnostics speed test (in Germany, so latency is 35mS) gives 500Mbits down.

3) Loan Fritz router - exactly same as above

4) Loan CityFibre Technicolor router - same connectivity and tests, but no ability to perform WANside Speedtest

5) connect Mac or Windows box over same LAN cable as before, but direct to ONT and establish PPPOE connection to Zen and 500Mbps achieved

I back all these tests up with observations using USENet downloads, which are usually very good here, at consistently around 45MBps for the last year (yes, MegaBytes, I do know the difference!).... After the migration, all I can achieve is more like 1.5MBytes / sec. APART that is when I test using a direct PPPOE connection, whence it is just fine - as before 45MBps

I must add, that I have not quoted uplink speeds as these are pretty consistent across all the above at around 60Mbps.

So, that's why I say the problem 'appears' LAN-side, but the quotes are for a reason! Obviously something changed at exactly the time of the GEA migration, and it has seemingly affected the throughput of 3 different routers, but there are other possibilities of course, MTU, routing, and I am sure there may be others). The perverse thing is that an ancient Apple Time Capsule used as a PPPOE router gives considerably better performance than the Fritz of Technicolor.

Go figure !!!

Hi Steve

If it was me I would stick to the key point when talking to Zen that the issue started immediately after the GEA migration (unlikely to be a coincidence). if you give Zen away out by saying it appears to be LAN side they will take that with both hands and you may never get the issue resolved.

Let's see what is said, I only found out about the GEA part at the weekend, so will keep that up my sleeve for now! Don't worry, I 'know' where the fault comes from, but I am a Software Performance Tester by job, so tend to report things as I see them, but will stand my ground if BS comes my way ! The thing is, there must be quite a lot of people affected (many of who don't understand / know of the problem), and I am trying to improve awareness so the matter can be properly solved.

OK

In one of my earlier posts I did ask the Zen rep (ajays) on here directly if they notified their customers about this GEA migration and he chose not to reply (even though he has been online since) so they are clearly trying to do it under the radar so in the future when more customers become away of issues they are not linked to this migration.

Is anyone that is impacted by slow speed issues following a migration to Zen On net within an hours or so's drive of Manchester? If you are and would be willing to host an engineer from our Network team for a hour or two in the next day or too, could you drop me a message?

Cheers,
Brandon.

Core Network Design, Zen.