OK, so, my disconnections continue. I have written to Zen, and got a rather 'interesting' email back (typos corrected):

Hi Steve,

We’ve not (investigated this), though we are talking extensively with our Vendors, as we do have some problems, which other Probes have also picked up. Yours seems a little different, as we don’t see disconnections like this on other affected circuits, normally just reduced throughput when connected to some of our gateways (with no consistency around which gateways).

Andrew, are we able to get Tech Support to look at this as a standard fault, and see if there is an issue on the OR side?

I'm sure some of you will want to comment on this as it's the first real admission on the problem widely existing, and also an admission that there ARE routing problems with the gateways..... Over to you

Intuitively I would agree that your specific disconnect issue looks more like a “standard fault” - my guess ONT fault.

The ongoing but inconsistent / sporadic, reduced throughput issue - looks on the other hand like a deeper core network fault / interoperability issue with OR L2S & Zen backhaul or weird edge case fault higher up the network stack. Where though, how though….

I mentioned my case above.

I had a new ONT fitted (it's fine but why not try it), three Openreach visits all which seemed to indicate that the line to the "exchange" was fine.

Since the reversion to BT's backhaul, I'm back to "perfect" performance. 900+, 100+, low ping, near zero dropped packets.

And the billing seems sorted.

I am somewhat hesitant to say that it's good now, but it seems so.

Still not happy with their poor responses to emails/phone, and the fact that it took 70 days to sort out.

That's very interesting. After 2 weeks of all gateways looking great on my BTW migrated line, I'm seeing significant variability between gateways again for some routes.. None of them are as bad as they were on the GEA network - they range between Zen speedtests at 750Mbps up to line rate, whereas before usually Zen would test around 550Mbps. Very annoying though, just doesn't feel like a robust and well-engineered service.

I've lost interest in contacting Zen over it now. I'm just going to keep an eye on the performance, skip gateways where necessary, and high-tail out of here once my contract is done.

Seems Zen will be happy to see the back of those customers that know there is an issue, they will still have a whole heap of customers who are totally unaware of the issues and are still willing to pay them for what could be considered by some a degraded service.

I've been following this thread for some time as FTTP should be appearing here in the next 12 months and I am currently a very satisfied Zen FTTC customer and have been since 2014.

My line had a GEA migration earlier this year.

If Zen has 'issues' in its premium tier FTTP products, which other providers should I look at instead and which providers are the updaters of this thread considering moving to as I need to start doing my own research as I am completely out of touch with various providers at the moment as I've been happy with my service as it can deliver max speeds at any time that I have noticed and haven't looked at switching

Well, I was a very satisfied Zen FTTC customer for around 10 years when I lived in Norfolk, but we moved up to Cheshire, and I was delighted to have FTTP.... Originally I used BT business, but it was expensive, and they wouldn't offer more than 300Mbps down in those days, so I switched back to Zen here. All was well pre my (UNASKED for) GEA migration, but since.... It was a disaster for 3 months before I insisted on going back to BTW rather than GEA. That made everything OK, but they kept my original line as well here (I have two FTTP connections), and the GEA line continues to be disconnection city (see the screenshots I shared). Who to go to? What to do? I am staying with Zen for now, fixed IP and domain services sway it, as well as continuity, but watching the ZOOMM installation locally which offers symmetrical speeds up to 2Gbps up/down, but will it be reliable????? I am waiting to see. There are many providers, and I guess everyone has their favourites, Zen WERE the gold standard for SME's I think, but they seem to be going through a bad patch (they aren't helping themselves IMHO)

Edited by SteveBushell999 (Mon 19-Sep-22 22:04:11)

In reply to a post by Spudgun:

If Zen has 'issues' in its premium tier FTTP products, which other providers should I look at instead and which providers are the updaters of this thread considering moving to as I need to start doing my own research as I am completely out of touch with various providers at the moment as I've been happy with my service as it can deliver max speeds at any time that I have noticed and haven't looked at switching

I moved to Aquiss, I couldn't be happier with them.

I moved from Zen to File Sanctuary two months ago, and have had no issues whatsoever.

In reply to a post by dect:

Didn't Jake's issue appear to be resolved by a mystery card placement somewhere in the Openreach network without the need for him to be un-migrated. I would have expected him to be back here if his issue had come back.

Yep. Still 100% fine here on GEA line