Anyway, moving on.......

2462186 Full Fibre 500 Provision type: New service activation Care Level: Standard Bundle: No COVID-19 Priority: No zenxxxxxx@zen £0 installation charge + £0/month Steve Bushell n/a Work in progress, since 04/07/2022 15:06

Confirm order with Customer - FAILED 05/07/2022 08:31

2462187 AVM FRITZ!Box 7530ax Zen SmartSTART: On £0 Steve Bushell n/a Ordered - Waiting to Dispatch

Not sure what the 'FAILED' refers to? Odd

Worth finding out from Jake what his order for a second circuit said

Worth finding out from Jake what his order for a second circuit said

Perhaps Jake can comment, but I wonder if BTW automatically barf if you request 2 lines?

Ah, here's my answer

Hi Steve,

Just a quick note to confirm I raised the 2nd line order earlier in the week. At the moment we’re awaiting confirmation of the installation date from BT Wholesale, its taking much longer than normal. It appears Openreach have run into some kind of issue at the planning stage, we are expecting an update by the end of tomorrow.

As soon as I know more I’ll let you know.

Regards,

A bit slower than I hoped, but hardly Zen's fault..

Hi Steve,

Hope all is well.

At the moment BT Wholesale have not had success at getting a meaningful update from Openreach. So, no real update on progress of the order. We’ll chase them for an update again Monday and keep you informed.

Have a great weekend.

Best regards,

So all pretty quiet for me, my back migrated line continues to be fine, no other news the end.

Update: Going to get the second line on the 27th. As far as I am concerned, still very happy to help in the process of resolving this issue. I can still report that the BTW line working fine, but no other news on the GEA line yet - will report on experiences after the 27th. Has anyone else any news? It feels very quiet. Been a bit fraught on this forum, so guess everyone is a bit reserved.

In reply to a post by SteveBushell999:

Has anyone else any news? It feels very quiet. Been a bit fraught on this forum, so guess everyone is a bit reserved.

I seem to be getting nowhere. No real continuity on my support case, contact which was supposed to happen on Thursday never did, and when chased on Friday I got an email back asking me to do more of the same tests, so I'm basically no where in 2 weeks. I get the feeling that with the results being borderline on their speed guarantee there is limited interest, even though it's quite obvious a large change has happened to the connection. The latest message implied some kind of issue with Zen's speed test server may be why their results are worse (inspite of me knowing there are other users who are getting 900mbps+ line rate with the Zen server, and me stating most of the servers perform like Zens, there are only a few that perform better). They then in the same email went on to ask me to use the same server but via their custom speedtest web frontend... Which of course I did, but it's largely pointless as of course, the results are basically the same.

I'm a bit fed up with being asked to go round doing the same tests and not seeing either a joined up nor timely response from Zen. As they've clearly done something to the line which has resulted in the worse performance, I'm just going to seek to exit the contract on the basis of the previously discussed. Maybe that will concentrate minds. Or maybe not, but I'll at least feel like I'm making progress.

"14.5 If we make a change that is to your significant disadvantage, you should notify us as soon as possible. If we are unable to undo that change, you may end our Agreement without penalty by giving us at least 30 days’ notice. Your notice must be given within 30 days’ of the changes being notified to you. You will not have to pay any charges for the remainder of any minimum period which may apply to the services."

They didn't actually notify me of the change to Zen GEA connection (it just appeared as an order in my account), but I'm within 30 days of that having been put through anyway, and significant disadvantage isn't quantified. Hopefully they'll just reverse the GEA migration on this basis as given several of you are already donating your time to try and help them diagnose whatever is going wrong here, but if not (maybe the cost is excessive for a single user, who knows) then I'll just take the business elsewhere.

I understand about the no actual order placed, that's the same for all of us I believe, and actual speeds that you get seem to vary for people. Certainly if you are only getting around 1/2 your 'expected' speed it would seem you should complain. I do also sympathise re: endless testing, unfortunately loads of people aren't too understanding of the vagaries of an internet connection (testing over dodgy WiFi, or whilst downloading is going on at the same time as speed testing, faulty cables etc etc. and all this in addition to different routers / intranet setups with the customer).

I do urge you to persist, I got somewhere in my case, but I am not sure that they have reverse migrated many of us (I am only aware of two cases). I do understand why Zen want to get to the bottom of this as well ! I think that fair criticism can be levelled as to the obviously less than rigorous testing (perhaps there needs to be some automatic testing carried out from the Zen end post migrations?), and also it would be helpful to tell people that 'something' may be happening.

To be fair, in the end, Zen have taken my case seriously, and I am actually keen to understand what's happened as much as anyone, hence I am trying to help them.

I hope you get a good resolution, and please keep us informed as to progress.

Interestingly, after having Full Fibre for a couple of weeks now, I'm suddenly experiencing slow single-threaded performance over TCP. UDP seems to be fine.

Its better from my VPS but still not quite right:

[ ID] Interval Transfer Bandwidth Retr Cwnd
[ 4] 0.00-1.00 sec 8.77 MBytes 73.5 Mbits/sec 0 160 KBytes
[ 4] 1.00-2.00 sec 21.8 MBytes 183 Mbits/sec 3 259 KBytes
[ 4] 2.00-3.00 sec 23.2 MBytes 195 Mbits/sec 0 284 KBytes
[ 4] 3.00-4.00 sec 25.2 MBytes 212 Mbits/sec 0 311 KBytes
[ 4] 4.00-5.00 sec 29.7 MBytes 249 Mbits/sec 0 335 KBytes
[ 4] 5.00-6.00 sec 32.4 MBytes 272 Mbits/sec 0 355 KBytes
[ 4] 6.00-7.00 sec 33.6 MBytes 282 Mbits/sec 0 373 KBytes
[ 4] 7.00-8.00 sec 34.7 MBytes 291 Mbits/sec 0 392 KBytes
[ 4] 8.00-9.00 sec 43.5 MBytes 365 Mbits/sec 0 447 KBytes
[ 4] 9.00-10.00 sec 52.5 MBytes 440 Mbits/sec 0 556 KBytes
[ 4] 10.00-11.00 sec 57.9 MBytes 486 Mbits/sec 29 571 KBytes
[ 4] 11.00-12.00 sec 50.8 MBytes 426 Mbits/sec 0 583 KBytes
[ 4] 12.00-13.00 sec 66.1 MBytes 554 Mbits/sec 0 600 KBytes
[ 4] 13.00-14.00 sec 57.8 MBytes 485 Mbits/sec 0 614 KBytes
[ 4] 14.00-15.00 sec 59.4 MBytes 498 Mbits/sec 0 626 KBytes
[ 4] 15.00-16.00 sec 63.8 MBytes 536 Mbits/sec 0 666 KBytes
[ 4] 16.00-17.00 sec 69.4 MBytes 582 Mbits/sec 0 723 KBytes
[ 4] 17.00-18.00 sec 69.6 MBytes 584 Mbits/sec 93 573 KBytes
[ 4] 18.00-19.00 sec 58.9 MBytes 494 Mbits/sec 0 639 KBytes
[ 4] 19.00-20.00 sec 59.3 MBytes 497 Mbits/sec 0 718 KBytes
[ 4] 20.00-21.00 sec 78.2 MBytes 656 Mbits/sec 0 752 KBytes
[ 4] 21.00-22.00 sec 68.4 MBytes 574 Mbits/sec 0 782 KBytes
[ 4] 22.00-23.00 sec 68.2 MBytes 572 Mbits/sec 0 793 KBytes
[ 4] 23.00-24.00 sec 66.7 MBytes 559 Mbits/sec 0 802 KBytes
[ 4] 24.00-25.00 sec 74.6 MBytes 626 Mbits/sec 0 802 KBytes
[ 4] 25.00-26.00 sec 80.1 MBytes 672 Mbits/sec 0 802 KBytes
[ 4] 26.00-27.00 sec 82.8 MBytes 695 Mbits/sec 0 805 KBytes
[ 4] 27.00-28.00 sec 66.7 MBytes 560 Mbits/sec 0 812 KBytes
[ 4] 28.00-29.00 sec 71.8 MBytes 602 Mbits/sec 0 827 KBytes
[ 4] 29.00-30.00 sec 81.0 MBytes 680 Mbits/sec 0 858 KBytes
[ 4] 30.00-31.00 sec 82.3 MBytes 690 Mbits/sec 0 901 KBytes
[ 4] 31.00-32.00 sec 90.5 MBytes 759 Mbits/sec 0 963 KBytes
[ 4] 32.00-33.00 sec 88.6 MBytes 743 Mbits/sec 0 1.00 MBytes
[ 4] 33.00-34.00 sec 106 MBytes 891 Mbits/sec 0 1.00 MBytes
[ 4] 34.00-35.00 sec 81.8 MBytes 687 Mbits/sec 57 795 KBytes
[ 4] 35.00-36.00 sec 87.9 MBytes 737 Mbits/sec 0 881 KBytes
[ 4] 36.00-37.00 sec 81.3 MBytes 682 Mbits/sec 0 977 KBytes
[ 4] 37.00-38.00 sec 96.0 MBytes 805 Mbits/sec 0 1024 KBytes
[ 4] 38.00-39.00 sec 82.6 MBytes 693 Mbits/sec 0 1.01 MBytes
[ 4] 39.00-40.00 sec 80.7 MBytes 677 Mbits/sec 0 1.01 MBytes
[ 4] 40.00-41.00 sec 70.2 MBytes 589 Mbits/sec 5 758 KBytes
[ 4] 41.00-42.00 sec 60.6 MBytes 509 Mbits/sec 1 564 KBytes
[ 4] 42.00-43.00 sec 57.8 MBytes 485 Mbits/sec 0 608 KBytes
[ 4] 43.00-44.00 sec 57.2 MBytes 480 Mbits/sec 0 645 KBytes
[ 4] 44.00-45.00 sec 56.9 MBytes 477 Mbits/sec 0 663 KBytes
[ 4] 45.00-46.00 sec 54.0 MBytes 453 Mbits/sec 0 672 KBytes
[ 4] 46.00-47.00 sec 58.7 MBytes 493 Mbits/sec 0 675 KBytes
[ 4] 47.00-48.00 sec 60.8 MBytes 510 Mbits/sec 0 675 KBytes
[ 4] 48.00-49.00 sec 66.8 MBytes 560 Mbits/sec 0 675 KBytes
[ 4] 49.00-50.00 sec 73.2 MBytes 614 Mbits/sec 0 680 KBytes
[ 4] 50.00-51.00 sec 74.6 MBytes 625 Mbits/sec 0 693 KBytes
^C[ 4] 51.00-51.47 sec 29.1 MBytes 521 Mbits/sec 0 701 KBytes
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval Transfer Bandwidth Retr
[ 4] 0.00-51.47 sec 3.18 GBytes 530 Mbits/sec 188 sender

[ ID] Interval Transfer Bandwidth Total Datagrams
[ 4] 0.00-1.00 sec 93.7 MBytes 786 Mbits/sec 67877
[ 4] 1.00-2.00 sec 92.8 MBytes 778 Mbits/sec 67200
[ 4] 2.00-3.00 sec 109 MBytes 918 Mbits/sec 79286
[ 4] 3.00-4.00 sec 107 MBytes 895 Mbits/sec 77293
[ 4] 4.00-5.00 sec 109 MBytes 917 Mbits/sec 79182
[ 4] 5.00-6.00 sec 99.3 MBytes 833 Mbits/sec 71920
[ 4] 6.00-7.00 sec 99.1 MBytes 832 Mbits/sec 71788
[ 4] 7.00-8.00 sec 97.5 MBytes 818 Mbits/sec 70620
[ 4] 8.00-9.00 sec 109 MBytes 915 Mbits/sec 79003
[ 4] 9.00-10.00 sec 106 MBytes 892 Mbits/sec 77029
[ 4] 10.00-11.00 sec 92.1 MBytes 772 Mbits/sec 66660
[ 4] 11.00-12.00 sec 109 MBytes 911 Mbits/sec 78677
[ 4] 12.00-13.00 sec 109 MBytes 913 Mbits/sec 78850
[ 4] 13.00-14.00 sec 98.5 MBytes 827 Mbits/sec 71355
[ 4] 14.00-15.00 sec 94.8 MBytes 795 Mbits/sec 68670
[ 4] 15.00-16.00 sec 108 MBytes 904 Mbits/sec 78050
[ 4] 16.00-17.00 sec 109 MBytes 915 Mbits/sec 79020
[ 4] 17.00-18.00 sec 110 MBytes 920 Mbits/sec 79381
[ 4] 18.00-19.00 sec 108 MBytes 907 Mbits/sec 78289
[ 4] 19.00-20.00 sec 92.2 MBytes 774 Mbits/sec 66783
[ 4] 20.00-21.00 sec 96.7 MBytes 811 Mbits/sec 70011
[ 4] 21.00-22.00 sec 102 MBytes 853 Mbits/sec 73665
[ 4] 22.00-23.00 sec 97.4 MBytes 817 Mbits/sec 70557
[ 4] 23.00-24.00 sec 105 MBytes 878 Mbits/sec 75753
[ 4] 24.00-25.00 sec 99.9 MBytes 838 Mbits/sec 72345
[ 4] 25.00-26.00 sec 109 MBytes 916 Mbits/sec 79082
[ 4] 26.00-27.00 sec 109 MBytes 918 Mbits/sec 79211
[ 4] 27.00-28.00 sec 105 MBytes 885 Mbits/sec 76365
[ 4] 28.00-29.00 sec 103 MBytes 864 Mbits/sec 74621
[ 4] 29.00-30.00 sec 109 MBytes 911 Mbits/sec 78627
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval Transfer Bandwidth Jitter Lost/Total Datagrams
[ 4] 0.00-30.00 sec 3.02 GBytes 864 Mbits/sec 0.017 ms 2128/2237169 (0.095%)

Its not terrible, but having just done a test of downloading the TBB test files and only achieving 68.2MB/s at nearly 1am, that doesn't seem right.

Unfortunately thus far I've been unable to obtain what backhaul I'm on from Zen though I'm fairly sure its not GEA which is all more curious.

Hi,

that's reminiscent of what I saw, single threaded tests were always quite a bit worse than multi-treaded, although your average looks better than the 100Mbps max (single threaded) that I was seeing pretty consistently. I would love to know what router you are using please? (or is that straight on a PPPOE session?).

IF you have been GEA 'migrated' this will show in your Zen orders, but I think yours is possibly a new installation, so perhaps it is pre-migrated soit won't? I suspect that a traceroute may give further clues, but it's hard to be sure.

Steve

Edited by SteveBushell999 (Tue 19-Jul-22 10:30:33)