Zen FTTC to FTTP regrade

GaryTheSnail said:
You are a WizzKiddy can you not fix it yourself? :cry:
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I am a Wizz at computers but can't fix the the crappy backhaul issues on zen's network

GaryTheSnail said:
This bare minimum thing is a joke, some ISPs won't entertain a customer at all if they are getting min speeds. Don't know how they can promote a certain speed then say, "UP TO".
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I'm being told that the cooling off period can start when they put the order through and NOT on install, well this is unacceptable to me, my friend had to wait 3 weeks for the install! this means he is already outside the cooling period!!
 
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Wizzkidy said:
I am a Wizz at computers but can't fix the the crappy backhaul issues on zen's network
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A WizzKiddy is supposed to be able to fix anything not just computers.

Wizzkidy said:
I'm being told that the cooling off period can start when they put the order through and NOT on install, well this is unacceptable to me
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Because they getting minimum speed I don't even think ofcom will be able to help.
www.ofcom.org.uk

Broadband speeds: what you need to know

Get a guaranteed speed today when you shop around for a new broadband deal.
www.ofcom.org.uk www.ofcom.org.uk
 
Well he isn't getting minimum speeds 7 out of 10 tests, and these tests can be run within 15 minutes of each other, its all over the place. It doesn't take a genius to work that's unacceptable

I will give them a opportunity to resolve it, they have been migrating people to a Zen backhaul away from BT Wholesale network, this I suspect is the issue, it's all over TBB forums.
 
So after spending 2 hours on hold and then another 45 minutes explaining the issues, they have finally said my friend is not getting the "minimum speed" and that they will escalate. Well if they don't fix it within 30 days he can drop the contract and go elsewhere.

Damn Zen has gone really down hill since I signed up 2 years ago.
 
ChrisD. said:
You might be on BTW still, check your account orders section. It’s called GEA migration or similar.

I went from perfect 6ms and full speeds to over 20ms ping and speeds all over the shop.
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Yep, my pings have doubled after my migration, I'm looking to move myself. It's such a shame as Zen have always been the gamers/nerds ISP of choice but they've messed up over the past year.

Who have you moved to?
 
Well the speeds of the line have not got any better over the last 5 days. If anything they are worse, barely getting 150Mbit with latency of 15 to 20ms now on a 500Mbit service. Wednesday Zen have got a openreach guy coming out but unless it's something to do with the install I doubt he will be able to do much. At least they have said if they can't fix it in 30 days my friend can get out of the contract.

Won't be recommending Zen ever again that's for sure
 
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Damn I have ordered FTTP with Zen, I called up twice and they both said that everything is BT owned/managed and have no plans to take over any part of the network for my area. But that's not to say they won't in the future.

I can get BT, Talktalk, EE & Shell. Not sure what to do..
 
I didn't update the thread, so funny the day the engineer came over he connected directly to the ONT with the same laptop I used, called zen and what do you know, speeds where up what they should have been.

The engineer left and I thought it was resolved, ran a few speed tests over the next few days and back down below 200 again now, getting sick of this.
 
Always the way. You’ll have to speak to the support team to explain when the issue occurs, get a few timed screenshots etc.
 
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