ISP Zen's slower customers choke over breakfast
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Customers on Zen Internet's slowest package lost connectivity this morning, for an hour or two, but a rebooted router should now bring things back to normal.
Anyone on Zen's "up to 8Mb" tariff will have struggled to surf the web between 7.45AM and 9AM BST, at which point Zen got a temporary fix in place bringing connectivity back up again, though some customers may need to reboot their routers to get online.
Those customers routed though BT's 20CN network, so are likely to be on the fringes of the internet already. Exactly where in the chain the fault came to be we still don't know.
Zen is far from the cheapest ISP, but remains popular thanks to its reliability and responsive support. This outage is detailed as a Service Alert on the Zen site, which promises an update by 11 this morning. ®
COMMENTS
Zen not the cheapest but their service is excellent
Since it's normal to kick ISP's when they're down, I thought I'd just add my 0.02 Euros worth and comment positively on their service. I know this is going against the grain but hey ho...
My view is that shit happens to all ISP's, it's what they do when it goes wrong that you pay for. When I have had to call Zen I have managed to get through to somebody quickly (no 30 mins hanging on the telephone), they have been very knowledgeable and were very happy to go straight from "have you rebooted the router" to a sensible technical conversation without going through every stupid option on their crib sheet, they have called me back when they said they would and generally I'm as pleased with their service as I can be.
I pay far more than the cheapest providers but then again I get a good service from them with UK people who really do understand what they are talking about, are happy to have a Smoothwall firewall in the way and were genuinely interested in solving my problem.
I moved away from Zen
...but to be totally honest, they have been the best supporting ISP I've ever dealt with.
I'm currently on O2's LLU ADSL (on an old package with no limits, a 1-month rolling contract, etc).
If Zen did the same thing for even double the price, I'd move back: that's how good they are.
You get what you pay for with them, which is: a solid service.
Even when things go wrong they are good to deal with, in my experience. They don't dumb down their service either: if you want to do something a bit interesting like running the DD-WRT firmware on your own router, they don't mind, and will provide you with things like ADSL encapsulation settings and stuff without complaint or confusion. Try doing that with any* of the volume ISPs and see where that gets you!
* (Except BE*, who are also excellent)
C
I believe I'm on the up to 20mb service (but only get 5) but it looks as if my connection is down as well.
Annoying, but happy with Zen - as above they are good to speak to and generally things work fine.
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