Legend thank you. I got fast Fibre installed 2 days before Xmas 22. Meant to be getting 300mbps down, 100mbps up. Getting half that. Used your assistance from this video and guess what? Blistering fast! Thank you
The wired guest port is LAN4 not LAN1 and works fine. I know, I just set it up. I did not get the username and password in an email either, I had to phone tech support for that.
Hi KateNeil, Thank you for your comment. Our FRITZ!Box 7530 routers are pre-configured to connect to FTTP when installed for the first time. (They may require a reboot once all connected up). If however, the router is being moved from an existing FTTC / Broadband service the settings will need to be manually adjusted. Thanks, Paul
How do I make the fritzbox detect my ONT? I have them linked by ethernet cable but the fritzbox doesn't detect the ONT. Fibre is activated to my house but I just can't access the damn thing. My fritzbox only detects the DSL link through the copper network. The problem is, the copper network is about to be permanently switched off, leaving me with no internet if I can't first figure out how to make the fritzbox detect the ONT so I can access fibre.
Hi Geoff, Thank you for your comment and sorry you are experiencing some difficulties, please check out this step by step guide on our Help site that should walk you through the steps you need to do to get back online! www.zen.co.uk/help-support/upgrading-to-full-fibre Thanks, Paul
In a recent update, there are now additional VLAN settings within the connection settings page. Could you advise whether these need to be entered for CityFibre and, if so, what the values need to be. When logged into the the Zen Customer Portal, the Technical Details page contains separate Service VLAN and Customer VLAN numbers, so just making sure everything is correct and configured properly. Many Thanks!
Hi Joel, apologies for the delayed reply! Are you having issues with the router/connection? If so, you need to give us a call at your convenience, so we can do some diagnostics with you. 01706902001 option 1 (for residential accounts, 2 for business) then option 3
Hi Iain, my apologies for the late reply! Are you still having any issues with your Zen connection? If so, have you given our Tech Support a call? 01706 902001 option 1 then option 3 - I'm sure they will be happy to help you out!
All I get is The internet connection check failed. The internet service provider is not responding to PPPoE packets. Repeat the test at a later point in time. Addition: They deleted the configuration for my username on their side and readded it. No issues last 2 months. Edited to include my resolution ...
Just a guess, as I'm preparing to change over to ZEN . . . Try using DYNAMIC IP and not anything that says PPPOE . This way the connection will be to anything that comes along - and not anything specific, that you can't connect to.
@@anorganlover6281 Cheers! It turned out to be something at Zen's end, they had to delete the configuration for my username and re-add it. I'd tried a second router and had the same issues, so I was guessing it was something they had to fix. And it was. Now sorted...!
Frankly useless video as the email sent by yourselves didn’t include the password. Extremely disappointed as Zen has been useful generally. Really you need a decision tree based app on your website so users can go to their exact scenario. In my case my business ordered full fibre and is trying unsuccessfully to connect to it. Selecting from a random bunch of how to videos simply isn’t specific or useful, I’ve now been in a queue for 24 minutes. As a side point, zero useful information in the equipment pack. This shredding your reputation and costing us both money.
@@andrewfreeman3492 I'm in the same boat. The Zen complaints guy sent me a link to this video in the hope that it would resolve my current issue. I'm currently getting 38.7 Mbps DL and 18.3 Mbps UL on what is supposed to be a new FTTP 1Gbps connection. The process to get the connection has been *painfully* slow- 18 weeks since the date OR had given for completion, with Zen not really pushing things forward IMO. The above video has not really helped, and as the only Which reccommended ISP, I'm not very impressed with Zen's support either. The Technical support team does not really seem to be very technical, or maybe I'm just not very lucky and it seems to be a lot of 'have you tried this?', like the video above.
Nice and clear
Legend thank you.
I got fast Fibre installed 2 days before Xmas 22.
Meant to be getting 300mbps down, 100mbps up.
Getting half that.
Used your assistance from this video and guess what? Blistering fast!
Thank you
You should also add guide for customer who wants to use their own router instead of Fritz!box
The wired guest port is LAN4 not LAN1 and works fine. I know, I just set it up. I did not get the username and password in an email either, I had to phone tech support for that.
Great video, worked a treat!
Hi Mark,
That's great to hear!
Thanks,
Paul
How come Zen do not send out routers pre configured for FTTP?
Hi KateNeil,
Thank you for your comment.
Our FRITZ!Box 7530 routers are pre-configured to connect to FTTP when installed for the first time.
(They may require a reboot once all connected up).
If however, the router is being moved from an existing FTTC / Broadband service the settings will need to be manually adjusted.
Thanks,
Paul
How do I make the fritzbox detect my ONT? I have them linked by ethernet cable but the fritzbox doesn't detect the ONT. Fibre is activated to my house but I just can't access the damn thing. My fritzbox only detects the DSL link through the copper network. The problem is, the copper network is about to be permanently switched off, leaving me with no internet if I can't first figure out how to make the fritzbox detect the ONT so I can access fibre.
Hi Geoff,
Thank you for your comment and sorry you are experiencing some difficulties, please check out this step by step guide on our Help site that should walk you through the steps you need to do to get back online!
www.zen.co.uk/help-support/upgrading-to-full-fibre
Thanks,
Paul
I didn’t get any option to enter upload / download speeds. Without the I couldn’t get any further.
In a recent update, there are now additional VLAN settings within the connection settings page. Could you advise whether these need to be entered for CityFibre and, if so, what the values need to be.
When logged into the the Zen Customer Portal, the Technical Details page contains separate Service VLAN and Customer VLAN numbers, so just making sure everything is correct and configured properly. Many Thanks!
Hi Joel, apologies for the delayed reply! Are you having issues with the router/connection? If so, you need to give us a call at your convenience, so we can do some diagnostics with you. 01706902001 option 1 (for residential accounts, 2 for business) then option 3
Hi - useful, but what settings for full fibre 900 please?
Hi Iain, my apologies for the late reply! Are you still having any issues with your Zen connection? If so, have you given our Tech Support a call? 01706 902001 option 1 then option 3 - I'm sure they will be happy to help you out!
Did you figure that out? How is one supposed to just know the numbers?
All I get is The internet connection check failed. The internet service provider is not responding to PPPoE packets. Repeat the test at a later point in time. Addition: They deleted the configuration for my username on their side and readded it. No issues last 2 months. Edited to include my resolution ...
Just a guess, as I'm preparing to change over to ZEN . . .
Try using DYNAMIC IP and not anything that says PPPOE .
This way the connection will be to anything that comes along - and not anything specific, that you can't connect to.
@@anorganlover6281 Cheers! It turned out to be something at Zen's end, they had to delete the configuration for my username and re-add it. I'd tried a second router and had the same issues, so I was guessing it was something they had to fix. And it was. Now sorted...!
@@theambergambler1 I have exactly the same issue, so knowing your solution would be really handy... Shame they deleted it...
Frankly useless video as the email sent by yourselves didn’t include the password. Extremely disappointed as Zen has been useful generally. Really you need a decision tree based app on your website so users can go to their exact scenario. In my case my business ordered full fibre and is trying unsuccessfully to connect to it. Selecting from a random bunch of how to videos simply isn’t specific or useful, I’ve now been in a queue for 24 minutes. As a side point, zero useful information in the equipment pack. This shredding your reputation and costing us both money.
As a residential user I can't say I'm impressed so far either. ..
@@andrewfreeman3492 I'm in the same boat. The Zen complaints guy sent me a link to this video in the hope that it would resolve my current issue. I'm currently getting 38.7 Mbps DL and 18.3 Mbps UL on what is supposed to be a new FTTP 1Gbps connection. The process to get the connection has been *painfully* slow- 18 weeks since the date OR had given for completion, with Zen not really pushing things forward IMO. The above video has not really helped, and as the only Which reccommended ISP, I'm not very impressed with Zen's support either. The Technical support team does not really seem to be very technical, or maybe I'm just not very lucky and it seems to be a lot of 'have you tried this?', like the video above.