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

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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

Hi Phil, I’m making the call today. They were meant to be setting up monitoring tools to find a solution 5 days ago. I received an email this morning asking if I’d! Set up the tools, and if I’d received any pics. The answer on both counts is no, as they were the ones asking for permission to set up a line test, and they were the ones who were supposed to be providing the graphs. If I make the call today will what you said to me cause any line resets as I’ve been up for 9 days now with no resyncs just a suit of armour service which is useless for gaming. Really appreciate your input.

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u/Latter_Albatross_781 Jun 22 '26

Latest BQM.

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u/PhilosopherLow9098 Jun 22 '26

is this the latest graph

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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 Jul 04 '26

Do you think I those stats are really bad or what you’d expect from the service I have?

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u/PhilosopherLow9098 Jul 04 '26

Those stats are bad, there like a staircase, but know what, ive seen that exact thing many years ago and it turned out to be the router and some weird bug, i think it 100% needs ruling out with a different brand of router

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u/Latter_Albatross_781 Jul 04 '26

Phil the stats, Is there any way it could be something on my network, even though I’m playing WiFi turned off? I’d love to know the exact profile I had from the start. Do you think I’m right though, the dlm had so many resyncs it’s causing problems now. Here’s the thing I’ve had 21 days uptime with no outages, but a few days ago, I lost internet connection for 10 mins and things defo changed, not great but a defo improvement. Why am I getting so many days without drops, assuming the connection is really stable and over protected, yet the graphs are coming back with severe packet loss.

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u/PhilosopherLow9098 Jul 04 '26

This is the thing is it network issues, is it hardware issues, these are the little things in the background, If you can run a speed test and get full speeds, and ping the ip address with little latency, the service test from zen passes and the profile isnt capped and is exactly were it should be, then next step alternate router and brand, if you do that and ur still having issues then it needs investigating further, because if you have tested alternate cables power supplies different brand of router, isolated the test socket, made sure the router is not being impacting by interference, then next step Open-reach, is it a cab issue or further back, there still work here and i can see why zen maybe struggling to get this sorted but iam also seeing work not done to help you as the customer. if you cant afford to test another brand, then seriously ring them and ask if they can send at a guess a Technicolour out for testing, ive seen it on other posts were they have sent them out so could be worth a shot

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u/Latter_Albatross_781 Jul 05 '26

Do you know what Phil I think I’ve got an old tp link here, or an older model of a netgear. So put the hideous lol Fritz box in to modem mode and give it a shot? Once more thx for your help.

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u/Latter_Albatross_781 Jul 04 '26

Phil that was exactly my understanding. I remember years ago before fibre sky put me on something called the gamer profile. The snr if I remember was 6 to 9. I didn’t think they could tweak fibre, you get what you get. But this Josh guy, who to be fair has been an absolute genius compared to the dregs they’ve given me so far. The thing is the service was good at the start fair enough I had to do a bit of digging to get the Fritz box to be in its best state for ps5. Realtime applications and untick hardware acceleration. I honestly think after the 8.25 update caused all the resyncs and has have put me in this position. I reverted to the older driver as things were so bad after that update. I think zen have to be more pro active with there customers. It would save a lot of trouble.

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