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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.
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I have seen some issues the last couple of days but nothing as bad as you are reporting
My Broadband Ping
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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...
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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)
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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!
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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)
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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
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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...
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You may well be right.
FIngers crossed...
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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
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Same problem and also HP12.
Check this thread: https://forums.thinkbroadband.com/unhappiness/f/4731...
As per their email my connection went down twice this afternoon, so we'll see what this evening brings in terms of packet loss and latency.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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Also experiencing huge packet loss during peak hours and the odd drop outs since the maintenance the other night (Ealing area)
Hoping it's just a short term thing which isn't going to stretch out through 2-3 weeks odd like the last time this sort of event happened.
I have sent an e-mail just to make them aware of the situation (if they aren't already) - no word back yet but it's only been 24 hours
Let's see how this evening goes.. *crosses fingers*
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Something odd definately happening this afternoon as I've now had 3 outages. (Also Ealing area)
(after its been fine -- or at least, not noticeably bad -- for the 6-8 weeks since getting connected).
I've found a manually-instigated DHCP renewal hack kicked the connection back into life again.
The other thing that seems to be "down" is support's telephone line... LOL.
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I've seen 3 instances of disruption this afternoon too. Gerrards Cross area.
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Four drops so far and packet loss is rising again *sigh*
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Truly prepared for another few weeks of misery, just like before.
Everyone's graphs are looking absolutely horrendous
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400up/down
Dec 12th started getting very bad download, but upload solid...
Testing download speed (2) ............
Download: 11.97 Mbit/s
Testing upload speed (2) .....................................................................................
Upload: 517.68 Mbit/s
18% packet loss over 2mins of pings.
Speed seems back up 2 days later, but still getting 3-5% packet loss. When I was setting up VPN somewhere else and testing a while back, got zero packet loss as one would expect. I mean, it should be zero right?
Doing a lookup on my own IP and its from a range from Telefonica in spain. No idea what thats about.
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I understand that Hey is a Spanish run firm and that’s where their network is routed and run from
Things were better under Labour.
Edited by FibreBubble (Thu 14-Dec-23 22:36:55)
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It looks like they have a 'major' issue active at the moment
https://status.heybroadband.co.uk/
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Last night was so bad it was unusable. There's basically no upstream bandwidth
I've just been told the issue is now resolved.
Edited by nofappingway (Fri 15-Dec-23 09:39:45)
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I got that same email, but It's not resolved here (typically is 440 up/down):
Testing download speed (2) ................
Download: 1.29 Mbit/s
Testing upload speed (2)..............
87.90 Mbit/s
64 bytes from 216.58.212.195: seq=58 ttl=119 time=6.282 ms
64 bytes from 216.58.212.195: seq=59 ttl=119 time=6.230 ms
--- www.google.co.uk ping statistics ---
60 packets transmitted, 56 packets received, 6% packet loss
round-trip min/avg/max = 5.543/6.305/7.343 ms
root@Router:~#
It's interesting that the Network Status page says the "incident" in my area was resolved in under 7 minutes, but 55 hours later its not.
Replied to support, so fingers crossed.
Shame, literally a month ago was waxing lyrical about how good they've been. Should have kept quiet.
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At 6pm, all seems to be well....for now
Throughput (you can see how bad it was last night!)
Latency
Not packet loss seen yet.
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Things are looking much improved on this end too. No sight of packet loss, touch wood it stays that way.
Live BQM
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It seems resolved for me (HP12). Keep hounding them. At least they do seem to get things fixed, albeit after some time.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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Now it's my turn - Crawley is down 😢
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At 6pm, all seems to be well....for now
Throughput (you can see how bad it was last night!)
Latency
Not packet loss seen yet.
Hey NoFappingWay, what did you use to monitor / generate those two images?
My router is OpenWRT and I might schedule an hourly speedtest + ping test. Provide some more consistent test results to send support.
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I use Speedtest Tracker for throughput testing and Uptime Kuma for latency testing.
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I use Speedtest Tracker for throughput testing and Uptime Kuma for latency testing.
Cheers boss, looks decent! In theory can install MariaDB on the router, but will stick to bash scripts and cronjobs for the minute. They look [censored], but I'm hoping this heyb speed issue will be fixed soon......its been 7 days...
Uptime Kuma doesnt need anything more than Docker, so will have a go with that, cheers.
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