Update with where I am on this.

I've called tech support 3 times. Each time they've told me "it's your wifi, you need to isolate your network and test". I've done this each time reporting back that I have the same problems. The 2nd call I was told they'd only accept results if I used a fritzbox (been on a technicolor router for years, and then tried OPNSense when I noticed issues). Also told that I "probably have something on my network causing the problem, like an Arlo camera". I don't, and I'd know if I did.

Third call last week to report my findings with the fritzbox (same problems). Told its my wifi. Tech support person went to consult with "seniors" and came back and said there was nothing they could do, it was my network.

So, I've written to Paul Stobart about his company's rubbish tech support and if I don't get some kind of further investigation in the next week it's bye bye Zen. You pay a premium for this company's broadband, and I've been a satisfied customer for 10 years. That satisfaction has been because until now I have never had to call their customer service.

Which? number one my backside

Are you 100% saying you have tested with only one reasonably high spec device connected to the Fritzbox router (using ethernet with wifi switched off) and you still have the same issue?

Not sure Paul Stobart is going to be very interested given he retired back in March 2023. The CEO is once again Richard Tang.

Nuts! So much for Google! Thanks. I'll send it to Richard then....(not that it will do much, but you never know).

Yep. Both hardwired and on WiFi. I've run troubleshooting on far more complicated networks for past work...

In reply to a post by _timbo:

Nuts! So much for Google! Thanks. I'll send it to Richard then....(not that it will do much, but you never know).

I've always found https://www.ceoemail.com/ a good resource when you want to escalate something to the top. This is currently showing Richard Tang as CEO.

In reply to a post by _timbo:

Yep. Both hardwired and on WiFi. I've run troubleshooting on far more complicated networks for past work...

I would also suggest sending a PM on this forum to Andrew@Zen who may be able to look into this for you.

I’ve literally just signed up to the forum to reply to this as I have very similar issues.

High loaded pings on downstream (like 500 to 800ms), 30 to 40% packet loss, a webpage will time out then load on refresh, streaming is fine but the video icons won’t load, weird stuff like that. All speed tests are fine. Zens line tests come back fine so they insist there is no issue. I’ve been dealing with this since May. I’ve been offered new routers more times than I can count. Zen blamed my wlan despite the issues being the same when cabled. Zen finally sent out an OR engineer last week who confirmed no issues on my line or internal cabling. The OR guy also mentioned his team have made visits to other zen customers that week with exactly the same problems. A quick look through posts here and I see similar stuff coming up. I’m convinced that something is wrong on Zens network somewhere. Maybe something in their CDN or a QoS thing. I’ve been using mobile broadband on and off for weeks as it’s more reliable than Zen.

Have you checked your Zen online account? Does it show an order you didn't request for a migration to Zen's network?

The OR engineers in an area reporting the common thread has happened a few times that I've seen. It's not surprising as Zen have their own network equipment in many exchanges. All that gear is shared between more than one user.

Nothing that wasn’t ordered. Just the Residential Copper to Fibre Regrade. Although I have asked the fault manager at zen if there is anything that isn’t shown on the account.

It’s now with a fault manager at Zen. They are doing some investigation at the main exchange and have requested a more senior engineer to look into this.

I’ve always been really happy with zen but this has tested my patience. It took months of battling to just get them to send an OR engineer out.

Edited by Bazerarto2000 (Mon 14-Aug-23 08:41:15)