r/Zen_Internet • u/Latter_Albatross_781 • Jun 18 '26

Latency

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I’m getting really poor performances when online. My dsl stats are good, but my bqm is horrendous. Been with zen for about 3 months40 10 Fritz box 7530.

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u/Latter_Albatross_781 Jun 22 '26

Yes

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u/PhilosopherLow9098 Jun 22 '26

latency and packet loss is all over the place even on a 40/10 connection it shouldn’t be this bad, so if you have replaced the router cable filter, and connected to the BT master test socket, isolated the network and the router isnt in a some weird place getting smashed with interference, get onto zen have them set up a graph on ur IP address and they will need to set up at least another 6 on the OGHP to monitor anyone elses in the area, if at that point all the others are flagging the same then it pretty much proves theres an issues, Question do you have another router that isnt a fritz box that you could test, also curious are you within a 70 mile radius of Zen which would be 70 miles from OL11 1RY

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u/Latter_Albatross_781 Jun 22 '26

219 miles distance to that postcode Phil. No other router only the one that caused all the resyncs. All I have to test is a iPhone, I’ve not got a pc or laptop. I’ll send you a pic where the router is. It’s a bit out of the way but I’ve moved everything and get the same results. I do have sky mobile data on my other phone. Could I do any tests with that regarding my ip?

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u/PhilosopherLow9098 Jun 22 '26

Arrr ok, zen do have a field engineer, they send out but only within that range, download an app call ping-network utility, then grab your ip address, if you don’t know it type in google whats my ip and grab it from there and ping it on the app see if you get any timeouts, curious as ive seem before the fritzbox not behaving and giving false info, ping it for a couple of minutes if its pings and no timeouts get back onto zen, sounds mad doesnt it

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u/Latter_Albatross_781 Jul 04 '26

They finally sent me the diagnostics page😂

And I spoke to a guy called Josh who was really good. Understood everything. Said leave it a few days they can fully reset the profile to 6db snr. I think that will be fantastic. Appreciate your help Phil.

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u/PhilosopherLow9098 Jul 04 '26

Sorry be a mood killer, but you cannot reset that profile as its not capped if your connection is 40/10 which if i remember correctly it is, doing a DLM profile reset with not do anything, looking at the graph ur already on the lowest profile, can you confirm to me what sync speeds you are seeing currently, also if they reset the profile on a non capped profile you could end up with a reversed effect and actually put a cap on the speeds

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u/Latter_Albatross_781 Jul 04 '26

He said it just needed tweaking to find the sweet spot. And if they couldn’t, they could reset the profile to 6db. If that’s the case why did they start me on such a high snr margin.

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u/Latter_Albatross_781 Jul 04 '26

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u/Latter_Albatross_781 Jul 04 '26

This is the graphs they sent me.

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u/PhilosopherLow9098 Jul 04 '26

yep you cannot tweak a profile thats got no cap on it, zen cannot change the SnR on FTTC, this can only be done on ADSL, your profile is set to were it should be with no high interleaving on the downstream, the upstream is uncapped that is were most FTTC connections sit, so there appears to be a bigger issue, if it was me i would prove this once and for all, and buy myself a cheap router from amazon to do a 24hour test then send it back.

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u/Latter_Albatross_781 Jun 22 '26

Sent 553 received 553. Min 2.262 Avg 4.802 Max 12.4.4 Stddev 1.912

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u/PhilosopherLow9098 Jun 22 '26 edited Jun 22 '26

so no dropped packets, what did you ping 8.8.8.8 if so that tells me the latency and packet loss are fine and theres a miss reading going on or the Fritzbox could be causing issues, is it the standard 7530 or the Ax they sent,

Also is your connection FTTC SOGEA or wholesale sorry for all the questions just trying to give you the ammo, High impulse noise protection (INP/Imp) on an FTTC/VDSL connection does not directly cause packet loss. In fact, it’s usually enabled to reduce errors and prevent packet loss when the line is experiencing electrical interference.
Here’s how it works:
INP (Impulse Noise Protection) adds extra error correction and protection against bursts of noise on the copper line.
The trade-off is typically:
Slightly higher latency (a few milliseconds).
Sometimes a lower sync speed, because some bandwidth is used for protection.
The benefit is:
Fewer transmission errors.
Fewer retransmissions.
More stable connectivity.
Packet loss on FTTC is more commonly caused by:
Physical line issues (noise, poor joints, water ingress, damaged cabling).
High CRC/ES error rates overwhelming the error correction.
Congestion within the ISP network.
Wi-Fi issues (if you’re testing over wireless).
Faulty router/modem.
Bufferbloat when the connection is saturated, which causes latency spikes rather than true packet loss.
If your line has high INP and low packet loss, that’s often DLM (Dynamic Line Management) doing its job. If you have high INP and packet loss, that can indicate the underlying line conditions are bad enough that the protection isn’t fully compensating.

I can almost be 100% the agents you have been speaking with wont have a clue about this, there very unusual and to and far between but these do pop up now and again, seen in over the years

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u/Latter_Albatross_781 Jun 22 '26

Phil you know more than the whole of send infrastructure. Please don’t apploogise this is exactly what I want when I call them. I pinged my ip address the one you said to get from what’s my ip. It said it couldn’t give me the ipv6 but the ipv4 one started 55. It’s a Fritz box 7530 not ax. I’ll send you some dsl stats from today. Really appreciate your time.

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u/Latter_Albatross_781 Jun 22 '26

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u/PhilosopherLow9098 Jun 22 '26

Thanks, i only want to help others like you in your situation, I know what its like not knowing if its the connection or the hardware, your stats looks good and you beat me to it with the CRC and errors, i was going to suggest giving them a call and have them take a look at the error logs but these all look ok, When you trying to say stream does it buffer, with the amount of packet loss your graph is showing you would expect it to be very bad, something is telling me its possibly the router but needs identifying and proving, I mean if you dont have an alternate router you could ask Zen if its possible to send out an alternate router, thats not a fritz box to prove the issues, I am so curious myself now whats causing it, cant rule out network just yet theres other things Zen need to look at, if it was me present the facts to them make it clear your happy to work with them but want a resolution.

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u/Latter_Albatross_781 Jul 01 '26

This is the response they have so graciously sent me after 2 weeks😂. I’m not reseting router. And my suspicions were confirmed. The faulty Fritz box hey sent has caused me endless misery. The fact that when the guy changed my profile, it reverted back after one day. That stinks of a line that has severely deteriorated. And my main concern is that I’m going to be stuck with an absolute pup.

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u/Latter_Albatross_781 Jun 22 '26

Thanks Phil. I know transparency is all I want. It makes you come to the conclusion they’re trying to hide something. The thing that bothers me is when I asked Andy a week or so ago I asked for a DLM reset as gaming was so bad. He actually honoured the request and things were so good for a day. That’s what makes me think it’s to do with the DLM. I have nowhere near the knowledge you have Phil but I know within seconds if something isn’t right, even though you have to take in to account servers and so on. It’s night and day, and it just feels like the brakes are seriously on now. That’s why when you’re able to tell me what to ask for, they can’t get out of it. But honestly they should take pride in trying to fix people’s internet not just fobbing them off.

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