Will definitely try what you suggest in any case!

In reply to a post by kam67:

Thanks for the tip. I’m desperate enough to try any reasonable avenues at this juncture.
Is Martin a senior rep of Aquiss?

Martin Pitt is the managing director of Aquiss Limited. As jpm suggests initially a call to Aquiss would be the best first move.

Really sorry to hear about your family problems but please try to be patient and I'm sure things can be sorted out.

Thanks 4M2 - will definitely give it a try (calling Aquiss). It would be an immense relief simply to know that the issue will not eternally haunt me and is ISP related. Perhaps not surprisingly, those at Zen have suggested that the problem is likely to be hard baked and not going to go away by getting rid of them. Time will tell, I guess!

That's a bit of a wild claim. They're not covering themselves with glory here, if it's on their network then they could have connected to their switch in the exchange and watched you plug and unplug your router from the ONT and seen the MAC address come up and narrowed the problem down right away. It seems like they're no better than a bunch of script followers now.

I was watching an Openreach video on YouTube last night about fibre broadband and it was unbelievable how complex and numerous the connections are to eventually reach an end user's ONT. Even the the last connection to a premises can carry data for 32 other end users and from that an individual end user's data has to be authorized to feed the router.

Don't lose heart it can be fixed!

In reply to a post by 4M2:

Don't lose heart it can be fixed!

Thank you - hope so!

I'm very weary of Zen's authentication setup. Twice they broke it when migrating me Zen -> BTW and then BTW -> Zen, both times I had to call up to get service restored, until they did "something" to their authentication servers I couldn't log in, authentication would fail. All felt like it was held together with sticky tape, wet string and human intervention.

Not saying this is the issue the OP is having, but it's possible.

I wonder if the OP is on Zen's own network, or BTW?

Edited by jimbof (Tue 06-Dec-22 11:33:24)

Hi jimbof,

Zen is saying authentication is not the problem as the fault is still there even when employing a test username.

I’m really close to pulling the trigger and trying my luck with another ISP, but my partner thinks that’s letting Zen off the hook too easily -
and that we should not let up the pressure yet in insisting they deliver on their side of the bargain.

All I know is that this beginning to really affect my mental health - the whole thing is becoming quite nightmarish.

You can't do same day activations on active lines.
It would be a migration with a minimum 10 working days to transfer ISP.

You need to give Zen time to fix this, especially if the issue exists with Openreach.
If it's an Openreach fibre miss match for example then no provider can serve you till OR fix it.

You could end up giving whoever you are trying to help a whopping great bill for breaking contract.

It hasn't been a week since installation. You need to give Zen time to get this resolved.