Unfortunately I'm finding Zen's support sliding downhill. It used to be outstanding, to the point once a chap liaised with other ISPs to determine an obscure exchange fault was indeed real, but most recently the response to some unexplained PPPoE discovery timeouts was a very informal, chirpy response telling me how to guess my router's IP and turn it off and on again.
I shouldn't be paying a premium for 'TalkTalk level' support. My line also has ongoing intermittent audible noise issues but I can't escalate it without threat of a fine from BT so long as their line tests reveal no problems.
Starting to wonder if there's really any point now in 'premium' ISPs, even with the best will in the world (which I'm not sure Zen has now), they can't do anything with problems like that.