*** Official Zen Discussion Thread ***

[kosymodo]

I've started this thread, as I don't believe there is a Zen-specific thread in existence - feel free to merge/delete as necessary

I've recently been ported to Zen from being a Lit Fibre customer. There are issues with Zen which need to be addressed, and hopefully the good folks of OCUK can provide some input!

Lit Fibre

I just setup a new account using the email address I received the Zen email on and it matched my details up automatically. I've just done the same, and after logging out and back in again, it's got all the details of my "order" and progress. Thanks for that suggestion.

forums.overclockers.co.uk

Lit Fibre

Do a traceroute, you're probably on a Manchester gateway. I don't understand why Zen are so opposed to fixing this issue.

forums.overclockers.co.uk

After extensive troubleshooting on my side, I have isolated the issue to IPv6.

Symptoms Observed:

Complete application-level stalls (e.g. Microsoft Teams calls freezing)
Internet appears to drop for approximately 5–30 seconds
IPv6 prefix delegation intermittently disappearing
No physical link drops between ONT and router
No Ethernet renegotiation events
IPv4 connectivity appears unaffected during these events

Following their support team's advice, I have disabled IPv6 on the WAN interface. Since doing so, the connection has remained completely stable. I've raised the IPv6 issue with them, and am waiting for an investigation.

 

[Mr_Orange]

Outage for me today. Only the power light on the ont.

The customer service line is rammed.

 

[Avalon]

Zen of today is a shadow of it's former self. The CS is painfully scripted, I have had the same fault three times, each time I loose service, we go through the pointless exercise of fault finding, advising me of the costs and booking a tech only for it to be picked up by seccond line and passed to CF for manual resolution due to me having a Nokia ONT that looses config. Despite doing this three times, including once where they actually sent two techs out despite telling me they were cancelled, they refuse to consider any form of side stepping the frontline process, despite written confirmation it was pointless and just needed passing to seccond line. Complaints have also fallen on deaf ears.

When it works, it's as expected, but if it weren't for the grandfathered price they are stuck honouring from acquiring my account, i'd have jumped ship well before now.