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Regrade

crackfox

Member
Hopefully someone can help. I'm trying to regrade from 300Mbps to 900Mbps, I initially tried this last year as on the Zen website it said the higher speed was available, Placed the order, waited, regrade failed, then went a few weeks without any internet at all as something got messed up, after many phone calls I finally got internet back at the speed I already had, I'm assuming the regrade failed because according to BT Wholesale broadband checker at the time it said max down speed was 330Mbps so probably a hiccup at Zen's end advertising something I couldn't get.

Now the BT Wholesale checker says max down of 1000Mbps, This is checked using address and UPRN, Placed the order with Zen again and order status says "Wait for KCI-1 - FAILED 03/06/2021 15:21", have spoken to Zen provisioning team who were going to do an address query with BT and get back to me, That was on 03/06, still waiting for a call back, rang them again yesterday and was told it could be due to a capacity issue at the exchange, and was told that somebody has my contact details and will be in touch as soon as they get any information.

Can anyone here shed any light on what could be happening?

Thanks.
 

Mark.J

Administrator
Staff member
ISPreview Team
Some of Zen's other customers have reported problems and delays with FTTP regrades going through, so in that sense you're not the only one. The ISP is seeing quite a lot of interest in their packages, partly due to COVID-19 and home working, which has placed a lot of demand on their resources.

However, in this case it sounds like your situation may be due to another issue, but I suspect the slow pace of response from Zen is still related to that strain on their support teams etc.
 
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