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Remember the bloke who was told by Zen Internet to contact his MP about crap service? Yeah, it's still not fixed
Tuesday, 27 July 2021 01:10

HTTP/2 200 date: Tue, 27 Jul 2021 02:00:04 GMT content-type: text/html; charset=UTF-8 link: ; rel=preload; as=script;,/4c219a18bc536a8aa7db9b0c3186de409fcd74a7/javascript/_.js>; rel=preload; as=script;,/default/ba48ef64d8ea9f9489df59ffef9724ed8ce06b7e/scaffolding.css>; rel=preload; as=style;,/default/ba48ef64d8ea9f9489df59ffef9724ed8ce06b7e/design.css>; rel=preload; as=style;,/5e49edbd1875f214e0decae1e24b200066780fa8/style/fonts/arimo/arimo-700.latin.woff2>; rel=preload; as=font; crossorigin;,/5e49edbd1875f214e0decae1e24b200066780fa8/style/fonts/arimo/arimo-400.latin.woff2>; rel=preload; as=font; crossorigin; cache-control: max-age=0 expires: Tue, 27 Jul 2021 02:00:04 GMT vary: Accept-Encoding x-reg-bofh: pfy03us x-clacks-overhead: GNU Terry Pratchett, Lester Haines cf-cache-status: DYNAMIC expect-ct: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct" server: cloudflare cf-ray: 675245a47c4cfd4a-SYD Remember the bloke who was told by Zen Internet to contact his MP about crap service? Yeah, it's still not fixed • The Register

Fear not! Issue is at the 'highest level of escalation,' says ISP


A broadband customer from Leatherhead, Surrey, who was told to "speak to your MP" after his ISP failed to resolve repeated line disconnections has now been informed he can leave his contract without penalty after Openreach failed to resolve the problem.

Alan Brown, a network manager at a Russell Group University, got in touch with us in February exasperated at the poor service he was experiencing and the contradictory information he'd received from his ISP, Rochdale-based Zen Internet, and Openreach engineers.

On one day alone he told us he'd experienced no fewer than 28 breaks in service.

"I am paying for 80Mbps service and am currently getting 16Mb/s with loads of DSL carrier drops," he said.

In response, Zen Internet – which has scored relatively highly in customer satisfaction surveys – passed the buck to its infrastructure provider, Openreach.

When matters weren't resolved following Openreach intervention, Mr Brown was told by Zen: "The best way forward would be to report this to your local MP, who will hopefully be able to get this issue addressed."

Six months later and Mr Brown is still no better off, and his connectivity issues remain unresolved. Numerous emails and phone calls to his ISP – along with a number of callouts from Openreach engineers – have failed to achieve anything. In fact, things have worsened with Mr Brown telling us that last week he suffered more than 75 disconnections in one day alone.

Asked whether he had spoken to his MP, he replied rather dejectedly: "What's the point?"

In one recent email, Zen Internet told Mr Brown: "We are doing everything within our power to get this latest issue resolved for you and we are applying pressure to Openreach with the intention of getting a full fix in place for you.

"With this being said, I understand that these issues have caused you frustration and that you have not been happy with the service from us, which has led to multiple complaints.

"Given this, if you would like to move provider, we will let you leave without penalty for ending our contract early. However, we would rather be able to get this fixed for you so that you can enjoy your services with ourselves."

Last Friday (23 July), yet another Openreach engineer was booked in to try and resolve Mr Brown's broadband issues. The problems persist.

In a statement today – more than six months after The Register first reported on the issue – Zen Internet told us that the matter had now been escalated to the highest level possible.

"Liaising closely with our partner Openreach, we are working on a case with Mr Brown which is now at DSO level – the highest level of escalation. This means representatives from both Zen and Openreach are working together as a priority to get to the root cause and resolve Mr Brown's connectivity issues.

"While we are always keen to resolve such issues on behalf of our customers, Zen advised Mr Brown that he could exit his contract penalty free as we believe it is important our customers are made aware of their contractual rights."

At this stage, The Register has received no indication when the problem might be identified let alone fixed. But since this is now "a priority" it should only be a matter of time. Right? ®

Similar topics


Other stories you might like

Apple on Monday patched a zero-day vulnerability in its iOS, iPadOS, and macOS operating systems, only a week after issuing a set of OS updates addressing about three dozen other flaws.

The bug, CVE-2021-30807, was found in the iGiant's IOMobileFrameBuffer code, a kernel extension for managing the screen frame buffer that could be abused to run malicious code on the affected device.

CVE-2021-30807, credited to an anonymous researcher, has been addressed by undisclosed but purportedly improved memory handling code.

Continue readingBezos offers to knock $2bn off his bill to NASA to stay in the running for Moon contract It's not a bribe when it's a payment waiver

Blue Origins supremo Jeff Bezos has offered NASA a $2bn discount to keep his dream alive of transporting the next American man and first woman to the Moon's surface.

Earlier this year, the contract for the Human Landing System (HLS), the craft that will put a crew on the Moon as part of NASA’s lunar Artemis program, was solely awarded to SpaceX. Blue Origin and Dynetics complained to the US Government Accountability Office (GAO) that this was unfair: in their mind, NASA was reneging on a promise to keep the process of selecting a lander competitive by just defaulting to SpaceX.

NASA later retracted its decision to side just with Elon Musk's SpaceX. Blue Origin essentially wants to stay in the race to produce a lander for the Moon mission, and has made a bunch of offers to NASA to make that happen.

Continue readingDell won't ship energy-hungry PCs to California and five other US states due to power regulations Energy efficiency rules appears to be limiting the availability of gaming rigs

Dell is no longer shipping energy-hungry gaming PCs to certain states in America because they demand more energy than local standards allow.

Customers seeking to purchase, for example, an Alienware Aurora Ryzen Edition R10 Gaming Desktop from Dell's website and have it shipped to California are now presented with a message that tells buyers they're out of luck.

"This product cannot be shipped to the states of California, Colorado, Hawaii, Oregon, Vermont or Washington due to power consumption regulations adopted by those states," the website says. "Any orders placed that are bound for those states will be canceled."

Continue readingYou, too, can be a Windows domain controller and do whatever you like, with this one weird WONTFIX trick Microsoft offers some mitigations for thwarting PetitPotam attacks

Microsoft completed a vulnerability hat-trick this month as yet another security weakness was uncovered in its operating systems. And this one doesn't even need authentication to work its magic.

The security shortcoming can be exploited using the wonderfully named PetitPotam technique. It involves abusing Redmond's MS-EFSRPC (Encrypting File System Remote Protocol) to take over a corporate Windows network. It seems ideal for penetration testers, and miscreants who have gained a foothold in a Windows network.

Specifically, security researcher Gilles Lionel found it was possible to use MS-EFSRPC force a device, including Windows domain controllers, to authenticate with a remote attacker-controlled NTLM relay. The end result is an authentication certificate that grants the attacker domain-controller-level access to services, allowing them to commandeer the entire domain.

Continue readingGoogle updates timeline for unpopular Privacy Sandbox, which will kill third-party cookies in Chrome by 2023 'The W3C doesn't get to be the boss of anyone, the decisions are going to be made at each of the browsers'

Google has updated the schedule for its introduction of "Privacy Sandbox" browser technology and the phasing out of third-party cookies.

The new timeline has split the bundle of technologies in the Privacy Sandbox into five phases: discussion, testing, implementation in Chrome (called "Ready for adoption"), Transition State 1 during which Chrome will "monitor adoption and feedback" and then the next stage that involves winding down support for third-party cookies over a three-month period finishing "late 2023."

Although "late 2023" might sound a long way off, the timeline has revealed that "discussion" of the contentious FLoC (Federated Learning of Cohorts) is planned to end in Q3 2021 – just a couple of months away – and that discussion for First Party Sets, rejected by the W3C Technical Architecture Group as " harmful to the web in its current form," is scheduled to end around mid-November.

Continue readingSouth Korea reports export boom in silicon, wireless comms, and instant noodles Makes sense really

Newly released data suggests South Korea is having a silicon and instant noodle renaissance, both thanks to COVID-19.

The south side of the nation had a great month for exports as the daily average for the first 20 days of July grew by 32.8 percent year-on-year. Data released by the Korea Customs Service detailed a year-on-year increase in semiconductors by 33.9 per cent, wireless communication by 68.1 per cent, and industrial precision equipment by 15.1 per cent. Meanwhile, figures decreased for computer peripheral equipment by 7.8 per cent.

The increases are welcome news to many given the pandemic-related supply issues seen globally last year and this, specifically those in the semiconductor industry.

Continue readingBrit reseller given 2022 court date for £270m Microsoft SaaS licence sueball's first hearing End of March for ValueLicensing's jurisdictional defence

British software licence reseller ValueLicensing has a trial date for the first part of a £270m legal showdown against Microsoft after accusing the US behemoth of breaking UK and EU competition laws.

A High Court hearing of Microsoft's attempt to strike out ValueLicensing's case will take place on 30-31 March 2022, the British company announced in a statement today.

Jon Horley, founder and MD of ValueLicensing, said: "This High Court claim covers the damage to our business through Microsoft's abuse of its dominant market position, effectively destroying the pre-owned software market for desktop products. We are not the only victim to have suffered loss as a result of Microsoft's anticompetitive activity since 2016."

Continue readingThinking about upgrading to Debian Bullseye? Watch out for changes in Exim and anything using Python 2.x v11 set for mid-August release

The Debian Project has set a release date of 14 August for Debian 11, also known as Bullseye.

Debian is an important distribution in its own right, but also influential since it is the basis for many others including Ubuntu, Mint, Devuan, Knoppix, Tails, Raspbian, Pop!_OS, SteamOS and more.

In a post to the developer announcements mailing list, the release team said: "We plan to release on 2021-08-14." This is a little over two years since the release of Debian 10 "Buster," which came out 6 July 2019. The testing release is now "completely frozen" other than to "emergency bug fixes."

Continue reading20,000 proteins expressed by human genome predicted by DeepMind's AlphaFold now available to download Plus: Facial-recognition upstart Clearview raises $30m

In brief Deepmind and the European Bioinformatics Institute released a database of more than 350,000 3D protein structures predicted by the biz's AI model AlphaFold.

That data covers the 20,000 or so proteins made in the human body, and is available for anyone to study. The proteomes of 20 other organisms, from Zebrafish to E.coli bacteria, are also in there, too, and hundreds of millions of more structures will be added over time, we're told.

“In the hands of scientists around the world, this new protein almanac will enable and accelerate research that will advance our understanding of these building blocks of life,” said DeepMind’s CEO Demis Hassabis. He hopes that it will be a valuable resource that will be used in the discovery of new drugs and our understanding of diseases.

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Consumer advocate Which? has found that ink bought from printer manufactures can be up to 286 per cent more expensive than third-party alternatives.

Dipping its nib in one inkwell before delicately wiping off the excess on some blotting paper, Which? found that a multipack of colour ink (cyan, magenta, yellow) for the WorkForce WF-7210DTW printer costs £75.49 from Epson.

Continue readingThe cockroach of Windows, XP, lives on in London's Victoria Coach Station The three horsemen of the borkpocalypse: CMOS error, XP and... death

BORK!BORK!BORK! Windows XP is coming up to a 20th birthday yet it is heartening to see that the OS can still be guaranteed to take its place as one of the three horsemen of the borkpocalypse.

While not actually on a screen of blue, the ugly face of Windows XP has shown itself nestled between a CMOS error and another screen that has simply decided to end it all.

Continue reading

HTTP/2 200 date: Tue, 27 Jul 2021 02:00:04 GMT content-type: text/html; charset=UTF-8 link: ; rel=preload; as=script;,/4c219a18bc536a8aa7db9b0c3186de409fcd74a7/javascript/_.js>; rel=preload; as=script;,/default/ba48ef64d8ea9f9489df59ffef9724ed8ce06b7e/scaffolding.css>; rel=preload; as=style;,/default/ba48ef64d8ea9f9489df59ffef9724ed8ce06b7e/design.css>; rel=preload; as=style;,/5e49edbd1875f214e0decae1e24b200066780fa8/style/fonts/arimo/arimo-700.latin.woff2>; rel=preload; as=font; crossorigin;,/5e49edbd1875f214e0decae1e24b200066780fa8/style/fonts/arimo/arimo-400.latin.woff2>; rel=preload; as=font; crossorigin; cache-control: max-age=0 expires: Tue, 27 Jul 2021 02:00:04 GMT vary: Accept-Encoding x-reg-bofh: pfy03us x-clacks-overhead: GNU Terry Pratchett, Lester Haines cf-cache-status: DYNAMIC expect-ct: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct" server: cloudflare cf-ray: 675245a47c4cfd4a-SYD Remember the bloke who was told by Zen Internet to contact his MP about crap service? Yeah, it's still not fixed • The Register

Fear not! Issue is at the 'highest level of escalation,' says ISP


A broadband customer from Leatherhead, Surrey, who was told to "speak to your MP" after his ISP failed to resolve repeated line disconnections has now been informed he can leave his contract without penalty after Openreach failed to resolve the problem.

Alan Brown, a network manager at a Russell Group University, got in touch with us in February exasperated at the poor service he was experiencing and the contradictory information he'd received from his ISP, Rochdale-based Zen Internet, and Openreach engineers.

On one day alone he told us he'd experienced no fewer than 28 breaks in service.

"I am paying for 80Mbps service and am currently getting 16Mb/s with loads of DSL carrier drops," he said.

In response, Zen Internet – which has scored relatively highly in customer satisfaction surveys – passed the buck to its infrastructure provider, Openreach.

When matters weren't resolved following Openreach intervention, Mr Brown was told by Zen: "The best way forward would be to report this to your local MP, who will hopefully be able to get this issue addressed."

Six months later and Mr Brown is still no better off, and his connectivity issues remain unresolved. Numerous emails and phone calls to his ISP – along with a number of callouts from Openreach engineers – have failed to achieve anything. In fact, things have worsened with Mr Brown telling us that last week he suffered more than 75 disconnections in one day alone.

Asked whether he had spoken to his MP, he replied rather dejectedly: "What's the point?"

In one recent email, Zen Internet told Mr Brown: "We are doing everything within our power to get this latest issue resolved for you and we are applying pressure to Openreach with the intention of getting a full fix in place for you.

"With this being said, I understand that these issues have caused you frustration and that you have not been happy with the service from us, which has led to multiple complaints.

"Given this, if you would like to move provider, we will let you leave without penalty for ending our contract early. However, we would rather be able to get this fixed for you so that you can enjoy your services with ourselves."

Last Friday (23 July), yet another Openreach engineer was booked in to try and resolve Mr Brown's broadband issues. The problems persist.

In a statement today – more than six months after The Register first reported on the issue – Zen Internet told us that the matter had now been escalated to the highest level possible.

"Liaising closely with our partner Openreach, we are working on a case with Mr Brown which is now at DSO level – the highest level of escalation. This means representatives from both Zen and Openreach are working together as a priority to get to the root cause and resolve Mr Brown's connectivity issues.

"While we are always keen to resolve such issues on behalf of our customers, Zen advised Mr Brown that he could exit his contract penalty free as we believe it is important our customers are made aware of their contractual rights."

At this stage, The Register has received no indication when the problem might be identified let alone fixed. But since this is now "a priority" it should only be a matter of time. Right? ®

Similar topics


Other stories you might like

Apple on Monday patched a zero-day vulnerability in its iOS, iPadOS, and macOS operating systems, only a week after issuing a set of OS updates addressing about three dozen other flaws.

The bug, CVE-2021-30807, was found in the iGiant's IOMobileFrameBuffer code, a kernel extension for managing the screen frame buffer that could be abused to run malicious code on the affected device.

CVE-2021-30807, credited to an anonymous researcher, has been addressed by undisclosed but purportedly improved memory handling code.

Continue readingBezos offers to knock $2bn off his bill to NASA to stay in the running for Moon contract It's not a bribe when it's a payment waiver

Blue Origins supremo Jeff Bezos has offered NASA a $2bn discount to keep his dream alive of transporting the next American man and first woman to the Moon's surface.

Earlier this year, the contract for the Human Landing System (HLS), the craft that will put a crew on the Moon as part of NASA’s lunar Artemis program, was solely awarded to SpaceX. Blue Origin and Dynetics complained to the US Government Accountability Office (GAO) that this was unfair: in their mind, NASA was reneging on a promise to keep the process of selecting a lander competitive by just defaulting to SpaceX.

NASA later retracted its decision to side just with Elon Musk's SpaceX. Blue Origin essentially wants to stay in the race to produce a lander for the Moon mission, and has made a bunch of offers to NASA to make that happen.

Continue readingDell won't ship energy-hungry PCs to California and five other US states due to power regulations Energy efficiency rules appears to be limiting the availability of gaming rigs

Dell is no longer shipping energy-hungry gaming PCs to certain states in America because they demand more energy than local standards allow.

Customers seeking to purchase, for example, an Alienware Aurora Ryzen Edition R10 Gaming Desktop from Dell's website and have it shipped to California are now presented with a message that tells buyers they're out of luck.

"This product cannot be shipped to the states of California, Colorado, Hawaii, Oregon, Vermont or Washington due to power consumption regulations adopted by those states," the website says. "Any orders placed that are bound for those states will be canceled."

Continue readingYou, too, can be a Windows domain controller and do whatever you like, with this one weird WONTFIX trick Microsoft offers some mitigations for thwarting PetitPotam attacks

Microsoft completed a vulnerability hat-trick this month as yet another security weakness was uncovered in its operating systems. And this one doesn't even need authentication to work its magic.

The security shortcoming can be exploited using the wonderfully named PetitPotam technique. It involves abusing Redmond's MS-EFSRPC (Encrypting File System Remote Protocol) to take over a corporate Windows network. It seems ideal for penetration testers, and miscreants who have gained a foothold in a Windows network.

Specifically, security researcher Gilles Lionel found it was possible to use MS-EFSRPC force a device, including Windows domain controllers, to authenticate with a remote attacker-controlled NTLM relay. The end result is an authentication certificate that grants the attacker domain-controller-level access to services, allowing them to commandeer the entire domain.

Continue readingGoogle updates timeline for unpopular Privacy Sandbox, which will kill third-party cookies in Chrome by 2023 'The W3C doesn't get to be the boss of anyone, the decisions are going to be made at each of the browsers'

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The new timeline has split the bundle of technologies in the Privacy Sandbox into five phases: discussion, testing, implementation in Chrome (called "Ready for adoption"), Transition State 1 during which Chrome will "monitor adoption and feedback" and then the next stage that involves winding down support for third-party cookies over a three-month period finishing "late 2023."

Although "late 2023" might sound a long way off, the timeline has revealed that "discussion" of the contentious FLoC (Federated Learning of Cohorts) is planned to end in Q3 2021 – just a couple of months away – and that discussion for First Party Sets, rejected by the W3C Technical Architecture Group as " harmful to the web in its current form," is scheduled to end around mid-November.

Continue readingSouth Korea reports export boom in silicon, wireless comms, and instant noodles Makes sense really

Newly released data suggests South Korea is having a silicon and instant noodle renaissance, both thanks to COVID-19.

The south side of the nation had a great month for exports as the daily average for the first 20 days of July grew by 32.8 percent year-on-year. Data released by the Korea Customs Service detailed a year-on-year increase in semiconductors by 33.9 per cent, wireless communication by 68.1 per cent, and industrial precision equipment by 15.1 per cent. Meanwhile, figures decreased for computer peripheral equipment by 7.8 per cent.

The increases are welcome news to many given the pandemic-related supply issues seen globally last year and this, specifically those in the semiconductor industry.

Continue readingBrit reseller given 2022 court date for £270m Microsoft SaaS licence sueball's first hearing End of March for ValueLicensing's jurisdictional defence

British software licence reseller ValueLicensing has a trial date for the first part of a £270m legal showdown against Microsoft after accusing the US behemoth of breaking UK and EU competition laws.

A High Court hearing of Microsoft's attempt to strike out ValueLicensing's case will take place on 30-31 March 2022, the British company announced in a statement today.

Jon Horley, founder and MD of ValueLicensing, said: "This High Court claim covers the damage to our business through Microsoft's abuse of its dominant market position, effectively destroying the pre-owned software market for desktop products. We are not the only victim to have suffered loss as a result of Microsoft's anticompetitive activity since 2016."

Continue readingThinking about upgrading to Debian Bullseye? Watch out for changes in Exim and anything using Python 2.x v11 set for mid-August release

The Debian Project has set a release date of 14 August for Debian 11, also known as Bullseye.

Debian is an important distribution in its own right, but also influential since it is the basis for many others including Ubuntu, Mint, Devuan, Knoppix, Tails, Raspbian, Pop!_OS, SteamOS and more.

In a post to the developer announcements mailing list, the release team said: "We plan to release on 2021-08-14." This is a little over two years since the release of Debian 10 "Buster," which came out 6 July 2019. The testing release is now "completely frozen" other than to "emergency bug fixes."

Continue reading20,000 proteins expressed by human genome predicted by DeepMind's AlphaFold now available to download Plus: Facial-recognition upstart Clearview raises $30m

In brief Deepmind and the European Bioinformatics Institute released a database of more than 350,000 3D protein structures predicted by the biz's AI model AlphaFold.

That data covers the 20,000 or so proteins made in the human body, and is available for anyone to study. The proteomes of 20 other organisms, from Zebrafish to E.coli bacteria, are also in there, too, and hundreds of millions of more structures will be added over time, we're told.

“In the hands of scientists around the world, this new protein almanac will enable and accelerate research that will advance our understanding of these building blocks of life,” said DeepMind’s CEO Demis Hassabis. He hopes that it will be a valuable resource that will be used in the discovery of new drugs and our understanding of diseases.

Continue readingFor a true display of wealth, dab printer ink behind your ears instead of Chanel No. 5 Litre of the office essential costs as much as £2,410 – up from £1,700 in 2003, finds Which?

Printer ink continues to rank as one of the most expensive liquids around with a litre of the home office essential costing the same as a very high-end bottle of bubbly or an oak-aged Cognac.

Consumer advocate Which? has found that ink bought from printer manufactures can be up to 286 per cent more expensive than third-party alternatives.

Dipping its nib in one inkwell before delicately wiping off the excess on some blotting paper, Which? found that a multipack of colour ink (cyan, magenta, yellow) for the WorkForce WF-7210DTW printer costs £75.49 from Epson.

Continue readingThe cockroach of Windows, XP, lives on in London's Victoria Coach Station The three horsemen of the borkpocalypse: CMOS error, XP and... death

BORK!BORK!BORK! Windows XP is coming up to a 20th birthday yet it is heartening to see that the OS can still be guaranteed to take its place as one of the three horsemen of the borkpocalypse.

While not actually on a screen of blue, the ugly face of Windows XP has shown itself nestled between a CMOS error and another screen that has simply decided to end it all.

Continue reading

Source: https://bit.ly/3BCrkLI