In reply to a post by uno:

The comments are fair

Hi Matt

With the greatest respect if you believe that then we both have a difference of what the word professionalism means.

All the best

My experience was that until I specifically told them of my intention to leave in 30 days, they were basically treating it like they had infinite time. 30 days should give them plenty of time, and is in line with the OFCOM Code of Practice that they are signed up to. I think the migration back to BTW takes 14 days fixed pretty much.

In reply to a post by jimbof:

My experience was that until I specifically told them of my intention to leave in 30 days, they were basically treating it like they had infinite time. 30 days should give them plenty of time, and is in line with the OFCOM Code of Practice that they are signed up to. I think the migration back to BTW takes 14 days fixed pretty much.

I personally wouldn't trust them to solve issues with their backhaul considering the unsolved issues of the past few years. I think as soon as you get an issue that is not a typical issue with the Openreach/CityFibre infrastructure its best to look at exiting ASAP. What you did was very sensible.

If you are already out of contract with Zen it only takes 14 days to migrate to BT, (or another ISP), via Openreach. - That was how I escaped.

BT = Download 926.26Mbps / Upload 110.32 Mbps / Ping 12.87 ms / Jitter 0.47ms

If you are still under contract with Zen, leaving early could be a hassle but as I understand it there is a procedure similar to the 30 day time to repair deadline that you are setting in motion.

Better still speak with Zen and ask them to let you leave early.

I was talking about how long it takes them to migrate you from Zen's GEA backhaul network back to BTW backhaul, not migration off Zen totally.

Personally my own experience is that I'd recommend the migration away from Zen (I did - to AAISP - and haven't looked back), but a lot of folk seem quite attached to them... They've built up quite a bit of loyalty over the years.

Edited by jimbof (Wed 16-Aug-23 15:34:16)

Quick update. The problem is now fixed. It took a 2 star Trustpilot review to kick them into providing a support engineer from the next level up. Still had to jump through some hoops. It looks like one hop on my route through Zen changed

51-148-244-10.dsl.zen.co.uk [51.148.244.10] moved to 51-148-244-8.dsl.zen.co.uk [51.148.244.8]

Nothing else changed. Has worked flawlessly on my old Technicolor router and my OPNSense/Draytek conbo.

Edited to say that this is on the SOGEA network. To me it looks like they have one router that is causing a problem but they can't or won't "see it" as a problem.

Edited by _timbo (Mon 04-Sep-23 11:08:34)

It genuinely amazes me that Zen have had this issue for over a year and seemingly have no idea what's causing it

and lost many customers from these forums. If only a poor review fixed stuff.

Now, with Zen, pray it stays fixed. They seem to have a mechanism to revert fixes.

Well clearly it's a problem with a router. They definitely have their heads in the sand regarding their own network. Their first line support team is terrible at recording information and actions taken in tickets. Frustrating to have to go through the same stuff again and again and to be repeatedly told "my senior manager tells me it's your wifi".

I tend to setup a router and just leave it as it is. Having been on zen for > 10 years I've generally been very happy. However on having a look this week at the internet speed results on my AX88U running Merlin i saw:-

2021/1/31 60.36Mbps DL 18.02Mbps upload
2023/10/4 40.24Mbps DL 18.52Mbps upload

In the My orders on the old portal I'm getting

19/04/2023 Broadband Network Migration Destination Supplier: BT Wholesale zenXXXXXX@zen

I have a new ethernet cable between router and the BT supplied ADSL modem and my DNS is Googles (8.8.8.8, 8.8.4.4). The only other thing that's happened is my street is now cabled up for Full Fibre/FTTP. Given this is a significant drop is this down to migration to Zen's GEA or is the portal order entry saying I'm still on BTW? Is there anything else I should try before giving the service team a prod? If not should I just cut my losses and bail to BT Full Fibre / AAISP (expensive) or someone else?

Edited by davemcwish2 (Wed 04-Oct-23 18:45:23)