Hey Broadband packet loss & poor speed

Anyone else seeing issues with Hey Broadband the past few days? There was some maintenance on my line overnight, which has just made things worse. Packet loss and speed have been all over the place for the past few days.

Web sites are taking 10+ seconds to begin loading in some cases & streaming is painful. The packet loss test on Cloudflare won't even run as the connection times out before it can start (Unable to perform measurement: ICE connection timeout).

Today's monitor (my IP changed with the overnight maintenance): Broadband Monitor

My last speedtest was 147/28 Mbps (no, I didn't forget a zero!). It was ok during the daytime today, but then at 4pm it became borderline unusable.

I have seen some issues the last couple of days but nothing as bad as you are reporting

My Broadband Ping

It got even worse after my post yesterday. I had 30% packet loss from 17:30 to 22:30 last night. It was so bad that my router kept dropping the connection & my IP address changed 3 times with all the reconnections. Then at exactly 22:30 it completely cleared and is now back to normal.

Fortunately I have a backup connection as I work from home & can't have any interruption, so I was able to use that last night. Hopefully this was just a one off after the maintenance yesterday morning...

Doesn't appear to be an HB network wide issue. Here's my stats the last 24hrs:

Latency to 8.8.8.8
Throughput test

You can see there is an overall increase in latency during peak hours but no packetloss. Wondering if the problem is localised to the part of their network that covers your area.

Edited by nofappingway (Wed 13-Dec-23 10:26:24)

Same issue here - 50% packet loss at peak times and unusable.

Anyone without the issue mind sharing the WAN subnet youre in (DGW and mask fine - no need to share your IP). I would like to try to get a DHCP address from that range rather than waiting for heyB!

I'm PPP so that won't help you.


Got an email from HB this morning. Seems they are aware:

We understand that you've been experiencing a degradation of service.

Please be informed that there will be maintenance work today, Wednesday December 13th. We expect 2 bursts of 5 minute intervals and your service will be back online no later than 2pm today.

Edited by nofappingway (Wed 13-Dec-23 11:24:03)

Didnt know they still did PPP, and then no, agree, it wouldnt help.

If past experience is anything to go by, the fact they know about the issue gives me very little confidence that they can fix it

I had IP addresses on 4 different ranges yesterday while my connection kept dropping. I don't think the issue is isolated to any particular one of their subnets. More likely to be a local core issue. I'm in HP12.

I also received the email around an hour ago. Let's see what this evening brings...

You may well be right.
FIngers crossed...

I hope they sort it. Evening congestion hadn't been great in my area (HP14) recently, but after they did something in the early hours of Tuesday, this was my BQM for yesterday:

My Broadband Ping