Zen Internet
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Dreadful performance and support
We migrated from BT FTTC connection to a Zen 500Mb FTTP product. First off it took 4 months for installation, although Zen repeatedly said it was out of their hands and blamed BT Openreach as they provide the infrastructure. Once in the connection was stable for about a week but then started to degrade to the point that we regularly saw speeds as low as 30Mb down with maintenance of our uplink speed at 70Mbs. Xen said that this had been fixed but we continued to have the same problems despite an unspecified piece of equipment having been 'fixed' at the exchange. We are now looking to leave Zen but there is a catch. Every time you allow a support ticket to be closed the clock is reset on their OFCOM requirement to allow you to exit the minimum term agreement. My advice - don't let them close support tickets until a good three weeks of stable connectivity. Otherwise you will find yourself bound to the minimum term whilst suffering through cycles of extremely poor performance. And lastly yes, these are speeds and traceroutes performed on the house gateway (entry point of the fibre) not through anything in the house that would degrade the offered speeds.