Zen Internet Support Forum

Last year I posted about my profile jumping around

http://forum.zensupport.co.uk/thread/28278.aspx

 Its come back and has been bad for the past two months, I must admit I am pretty exasperated as often it will drop to the bRAS 150 and that really is slow! The best I ever got was 1250, but normally it sticks around 1000 for a while.

I have two Speedtouch 585v6 routers, one belkin router and eight filters. I have tried them all combinations and plug straight into the BT master socket. Same outcome, all the time.

 As I pay 24.99 month, I don't particularly want 150k every evening and the constant resetting. The syn cspeed drops and drops and drops from 1152, to around 800, then to 500 then sometimes depressingly to 150. I have started to use teh DMT tool to measure the SNR levels and they spike and jump sometimes.

 What can I do? I will call Zen support tomorrow.

I am suprised that I have not been contacted, as my IP profile still jumps up and down at least twice a day - surely that would trigger something to say "there is a problem here?"

Hi there,

As well as plugging in to the BT Master Socket have you also tested in the BT test socket?  Instructions for doing this can be found here:

http://www.zensupport.co.uk/knowledgebase/article.aspx?id=10828

If you contact Support please ensure your equipment is connected to the BT test socket (ideally with the SpeedTouch) when you call and for the duration of any fault raised to BT so testing and investigation can be done reliably. 

and general advice for an Intermittent connection fault (which is what this will be) can be found here:

http://www.zensupport.co.uk/knowledgebase/article.aspx?id=10552

In terms of contacting customers about changes in IP profile - we do not have a system for informing customers of IP profile drops.  I imagine it's not beyond the realms of possibility to implement something, but based on the amount of information it would have to process versus what it could identify I'm not sure it would deliver a significant benefit to customers.

regards,

Phil. 

Thanks,

 Yes I have plugged into the master test plate, removing the plate to go "direct" and have tried every combination of router from the Speedtouches to the Belkin. If I reboot the router, it gets the full sync speed, but then starts to drop throughout the day.

 As I have been a Zen customer since 2005, I have read as much as I can about this as it has been an "on" and "off" problem, but it has got much worse recently to the point it is daily and is completely driving me mad. I have read all your advice and will have one final check tomorrow morning before calling.

I prefer the speedtouch 585v6, so will keep that :)

 I will call support tomorrow.