A look into HeyB / F&W plans for the next 12-18 months.
https://www.youtube.com/watch?v=plWunYq5D5I
I've been a customer since March 2021 and I've mostly been a happy camper. It's priced very well but I've had more service disruption in 2 years than 10 years with Openreach resellers. This started when HB migrated my town onto the main F&W network. The first 3 months of that post migration were turbulent and I spent a lot of time working with their Support to highlight problems but things have begun to settle down and mature now.
What I hope they add their focus on is their after sales and support as it's their weakest link at the moment. There is still no customer portal for ticket management, and whilst pleasant to talk to, 1st line technical support have little visibility into the inner workings of the Network. All the knowledge seems to sit with a small team in Spain who customers can't talk to. The Network Status page is a good attempt at transparency but my Town was offline for 35mins once and the Status page said no problem. Difficult to trust it after that.
It can't be easy spinning up an AltNet, lay your own network and run what people expect to be a 24/7 FTTP network but I hope they are receptive to the feedback on forums such as these and the comments on Trustpilot.
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