Chalk this up to bad experience! Possibly seek to get your compensation, but put your energy into moving forward with a different provider.

There are plenty of other (very) decent providers over Openreach FTTP. Good luck.

I think that's sound. I am doing research on moving, in case no resolution by Friday, was looking at ShellEnergy, but they seem to get terrible reviews, so instead currently looking at Cuckoo, they offer 1Gb and can supply fixed ip for less than I pay for 500Mb, and get good reviews. BUT.... It's still not too late Zen, please at the very least contact us and say what's really going on? Saying we are waiting on OR is just not enough.

In reply to a post by zebb_edi:

I just can't understand why they don't just switch you back to keep you happy whilst they investigate, or if they need a real world connection that's experiencing the issue, so they can eventually prove they've fixed it, agree with you to keep it as is in exchange for offering you a very sweet deal (free service, refund + compensation).

Any half decent company would have at least one ONT setup in their office for each of the pre and post GEA migration setups, this would have allowed them to fully test throughput before going live but I think Zen have been caught with their trousers around their ankles as this change has clearly not been fully tested before being put live.

This issue I strongly suspect is a Zen wide issue for GEA migrated customers and possibly new customers as well, sadly novice Zen users won't even know they have got this issue and I suspect Zen won't be actively telling customers about it either.

I've been GEA migrated and so has my neighbour and our connections appear to be working better than ever. My latency on speedtest.net on the london gateway dropped from ~17ms to 8ms.

I have also noticed that my xbox which used to only hit a maximum of 550Mbps now goes to the full 900Mbps. This started occurring around the date I was migrated so I'm fairly sure it was that rather than an azure/ms change.

In reply to a post by zebb_edi:

I've been GEA migrated and so has my neighbour and our connections appear to be working better than ever. My latency on speedtest.net on the london gateway dropped from ~17ms to 8ms.

I have also noticed that my xbox which used to only hit a maximum of 550Mbps now goes to the full 900Mbps. This started occurring around the date I was migrated so I'm fairly sure it was that rather than an azure/ms change.

This is interesting

Here are the BQM's from both mine and my neighbours connections on the day we were migrated.

https://www.thinkbroadband.com/broadband/monitoring/...

https://www.thinkbroadband.com/broadband/monitoring/...

Wish I could say the same here. Migration happened overnight 21 March, I noticed next day (It's kindof OBVIOUS!) Complained 23rd, Sent first one then another router, no better, got OFCOM email 30th, had Zen perform tests here 6th April, I heard from them a couple of days later saying they were 'looking in to it', since then only communication has been via this forum - ie next to nothing, and no actual update.

That's why I am so unhappy !

This was 13th April, sorry I forgot.... really reassuring that after 14 days they have no conclusion !!!
Good morning Steve,

I’m still analysing the data we gathered from the testing. I have no immediate conclusions, but I have a couple of areas to investigate further.
Sorry to be a bit vague, but I need to be sure that what I report is factually correct, so I’ll be getting further input from our own engineers, and quite likely from Openreach.
The tests do show packet loss on the UDP tests, and poor performance on the TCP tests. I’m analysing the TCP data in more depth as that does have some areas of concern for me.

Bran.

I am starting to wish that Zen would say they won't do anything and I can leave now, that way at least I could get another supplier on the case now rather than Monday.

Edited by SteveBushell999 (Wed 27-Apr-22 12:39:40)

In reply to a post by SteveBushell999:

I think that's sound. I am doing research on moving, in case no resolution by Friday, was looking at ShellEnergy, but they seem to get terrible reviews, so instead currently looking at Cuckoo, they offer 1Gb and can supply fixed ip for less than I pay for 500Mb, and get good reviews. BUT.... It's still not too late Zen, please at the very least contact us and say what's really going on? Saying we are waiting on OR is just not enough.

Re ShellEnergy; this article at ISPreview was just posted up after your reply…

https://www.ispreview.co.uk/index.php/2022/04/shell-...

Yeah, saw quite a few like that! So looking at Cuckoo now

Well...... At least I (at last) have a response from Zen, Apparently there is a high level meeting in the morning, and I will hear what is happening (or at least a response to my concerns) after that. I will let you all know what the outcome is when I hear, but for now I am giving Zen the right to an official reply. I am just happy that it is at least escalated to board level now.