Zen just aren't doing it

I'm very disappointed with my Zen connection, and the lack of support
from them.

I am getting less than 1000k speeds, and they haven't responded to my
requests for help, save to say they advised I change filters. As the
line in question /only/ has a router connected, I don't need filters,
but I did put one in place to do as I was asked.

My 'back-up' 14.99 Plusnet connection on another line at the premises
- which incidentally is the same wire from the pole - works
flawlessly.

Anyone suggest what I can do to get this problem acknowledged as
needing attention by Zen? 20 quid a month more for something
considerably less is not going to continue.

"Boss Hog" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> I'm very disappointed with my Zen connection, and the lack of support
> from them.
>
> I am getting less than 1000k speeds, and they haven't responded to my
> requests for help, save to say they advised I change filters. As the
> line in question /only/ has a router connected, I don't need filters,
> but I did put one in place to do as I was asked.
>
> My 'back-up' 14.99 Plusnet connection on another line at the premises
> - which incidentally is the same wire from the pole - works
> flawlessly.
>
> Anyone suggest what I can do to get this problem acknowledged as
> needing attention by Zen? 20 quid a month more for something
> considerably less is not going to continue.

Where did you test speed?

Because Zen's tester is broken at the moment.

see my post a cpl of days ago... ppl were saying I should change to Zen! Im
glad Im not evan thinking about it.

"Boss Hog" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> I'm very disappointed with my Zen connection, and the lack of support
> from them.
>
> I am getting less than 1000k speeds, and they haven't responded to my
> requests for help, save to say they advised I change filters. As the
> line in question /only/ has a router connected, I don't need filters,
> but I did put one in place to do as I was asked.
>
> My 'back-up' 14.99 Plusnet connection on another line at the premises
> - which incidentally is the same wire from the pole - works
> flawlessly.
>
> Anyone suggest what I can do to get this problem acknowledged as
> needing attention by Zen? 20 quid a month more for something
> considerably less is not going to continue.

For several years I have found Zen excellent and their support excellent!!

Sorry you don't feel the same.

Ken

On Sun, 22 Jan 2006 13:15:46 -0000, "It's Me" <(E-Mail Removed)> wrote:


>Where did you test speed?
>
>Because Zen's tester is broken at the moment.

This has been occurring since i migrated to them, at the end of
December.

I have run speed tests via adslguide.org and Zen's tester. I have also
logged into the BT test connection and tried that.

Admittedly, sometimes, the speed increases to something acceptable,
but most of the time, it just crawls.

I'll give support another try, because at this rate, I'm going to
cancel the connection with them anyway, it's not worth 35 quid a
month.

In article <(E-Mail Removed)>,
mibx <(E-Mail Removed)> wrote:
>see my post a cpl of days ago... ppl were saying I should change to Zen! Im
>glad Im not evan thinking about it.

What, just because ONE person whinges about them? Thats not exactly
giving them a chance, is it?

OK - I'm with Zen and I did have genuine performance issues when I first
got connected. Zen were very diligent about going through the various
tests, getting me to use the BT line checker, etc. They even got a BT
engineer to come out to do more line tests and so on. This did take time
- it was over the period of 2-3 weeks, but they kept me up to date with
regular reports and even called me a few times.

The problem in the end was due to a "VP Capacity" problem in the exchange,
as well as a relatively minor line card problem. BT refused to admit that
tlis was the problem, but with Zens persistance, they eventually admited
that the exchange was due for an upgrade, but it had been delayed. I
understand that Zen helped push this through BT, but who knows what
really goes on in the inner workings of BT... I'm glad Zen kept on at BT
to get them to do something about it. I now get rock solid 2Mb downloads
all the time (where the remote site & Internet path permits it!)

Gordon

On Sun, 22 Jan 2006 14:21:18 +0000, Boss Hog
<(E-Mail Removed)> wrote:

>I'll give support another try, because at this rate, I'm going to
>cancel the connection with them anyway, it's not worth 35 quid a
>month.

so its a 2M connection ? what speeds do you typically get, what
exchange are you on, does the router show lots of CRC errors or
errored seconds, what's the RWIN and MTU set at, what are the
attenuation and snr/noise margin statistics ?

Phil
--
Tiscali - dialup speeds at Broadband prices, see
http://bbs.adslguide.org.uk/postlist...&Board=tiscali

AOL - the unlimited ISP of choice for heavy downloaders.

"Boss Hog" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> On Sun, 22 Jan 2006 13:15:46 -0000, "It's Me" <(E-Mail Removed)> wrote:
>
>
>>Where did you test speed?
>>
>>Because Zen's tester is broken at the moment.
>
> This has been occurring since i migrated to them, at the end of
> December.
>
> I have run speed tests via adslguide.org and Zen's tester. I have also
> logged into the BT test connection and tried that.
>
> Admittedly, sometimes, the speed increases to something acceptable,
> but most of the time, it just crawls.
>
> I'll give support another try, because at this rate, I'm going to
> cancel the connection with them anyway, it's not worth 35 quid a
> month.
>
Now we're getting to the real problem! You're annoyed that other services
are cheaper and you didn't research before being stuck paying £35 a month !
Why didn't you just say you wanted to get out of a contract early and go
elsewhere, it would have been easier for people to advise you. That's well
over the top, you can get the same speed from Tiscali for half of that.
Saying about the company ignoring you isn't right as you state they haven't
and they give you advice. But is there really a technical fault! Then you
state the speed is slow but sometimes OK. So it isn't slow, it's probably a
limit being placed on any peer2peer connections you have and maybe some of
the sites you use are slow.
The ISP can't fix a problem if it doesn't exist. Why pay for TWO ADSL
lines and connections, cancel the one you found you dont want now and stick
to one. Save yourself a lot of money. It pays to research.

"Boss Hog" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> I'm very disappointed with my Zen connection, and the lack of support
> from them.
>
> I am getting less than 1000k speeds, and they haven't responded to my
> requests for help, save to say they advised I change filters. As the
> line in question /only/ has a router connected, I don't need filters,
> but I did put one in place to do as I was asked.
>
> My 'back-up' 14.99 Plusnet connection on another line at the premises
> - which incidentally is the same wire from the pole - works
> flawlessly.
>
> Anyone suggest what I can do to get this problem acknowledged as
> needing attention by Zen? 20 quid a month more for something
> considerably less is not going to continue.

Go to your local court and have a summons issued to get your money back.
The only problem is that most ISPs cover themselves by stating "speed up to"
and other such phrases.
So they have actually aknowledged your problem which you state they haven't!
They have given you advice. Don't compare two different services on two
different lines, they will be different if you think about it.

On Sun, 22 Jan 2006 16:24:56 GMT, "ctl" <(E-Mail Removed)> wrote:



>Go to your local court and have a summons issued to get your money back.

*sigh*

I'm not looking to sue Zen (or anyone) but I'm just a little
disappointed that a) my line isn't performing as well as other Zen
users seems to be getting b) Zen haven't been particularly forthcoming
in helping c) that my Plusnet 14.99 a month line seemingly performs
better.