I have been with Zen for over 15 years and have always rated their technical support and was prepared to pay extra for that benefit. Over time that support level deteriorated to be the same as most ISPs. Not an issue while the service is good as you never need them. Then an issue arose. I was on the FTTP 900/100 package and started to see speeds of 20/100 there was is issue somewhere. I checked all my cables and equipment but as I was seeing the speeds fluctuate I was confident it was external. Called support and they made me do the standard checks despite telling them I'd already done them. Reset ONT, connect directly to ONT with PPPoE etc. They kept claiming it was my side. Took 3 weeks of pushing before they finally admitted an issue with packet loss at the exchange with their equipment. They sent an engineer to do a "fibre Clean" no idea what that is but the issue did go away for 5 days. In the meantime, I had already decided to cancel and move away. I asked to speak to the cancellation team as I still had 4 months of 18 month contract to run hoping to have a conversation about some compensation. 15 minutes on hold before I hung up. That sums up the end of my Zen experience. Message to Zen don't forget what got you 5 stars in the past because they are slowly dropping off your rating. Roll on my exit to a more customer focus ISP.