Hey!Broadband

As we don't have the context of the email or support ticket you sent to them, it's a bit difficult to see both sides of your issue. Playing devil's advocate though, their statement is correct; if issues are not directly escalated to them, they can't be expected to know about them. I don't read that comment as not being interested in issues, just that they don't know unless a ticket is logged. I wouldn't expect any company to be browsing every forum looking for potential support concerns. Some companies do have social media departments who will trawl bigger platforms like Facebook & X, but I doubt a small company like HB have enough staff for that. According to the accounts they filed for 2022, they had 17 employees, 6 of whom were directors...

The best way to make sure an issue is looked at with a broadband connection would be to provide screenshots of your BQM on the days where you are having issues. The unfortunate reality of the problem is that when a network engineer looks at your connection during the day, it's very likely to be completely fine. It seems from the messages you quote, that may be what they found.

Having worked on the other end of support in the past, I can assure you any level of ranting isn't going to get you a faster/better service, which your Trustpilot post does come across as.

My connection was pretty bad throughout Christmas week, especially on Christmas Day, which was atrocious. It seems to have been sorted as of yesterday. Hopefully yours is the same. If not, the best course of action is to update any open ticket with the BQM details, speedtest screenshots and exact timings of the issues, or create a new one so they can check their logs.

Firstly, you're correct on a few points here!

unfortunately after over a year of issues it did come across as a bit of a rant. - so i admit was in the wrong for this.

Admittedly I let a day with a lack of patience get the better of me,
I think I have too high expectations on how they should be handling things, in regards to community based complaints, etc. - especially with low amounts of staff as you mentioned.

However, everything that has been escalated to them has included times to look at with the graphs i have provided. - i didn't skimp on timings or details in this regard.

as of late, the only thing I've talked to them about and provided details for is the evening congestion we've all been seeing.

This is why there is lack of context here in my previous post as it was pretty much just standard updates to them. - however there seems to be some miscommunication in there somewhere - as I don't think they realized at first my issue wasn't independent.

Also working previously in support, is more why I was amazed at their seemingly(in that moment) lack of it. - probably added to my frustration a little.

Luckily now it's looking a bit better,
Let's hope they keep working on it, especially with their intake of new customers.

Your reply was a much needed slap to make me realize i was being a little uptight,
cheers!

Merry xmas/Happy new year, Kans!

Edited by broo (Mon 01-Jan-24 17:41:45)

My latency was terrible yesterday evening. Ill be (re)raising my ticket which went quiet.

I emailed them with a screenshot (info and support addresses) a few days ago. I haven't had a reply as yet...

Might just be because it's Christmas, but still. I hope this isn't a sign of support becoming less responsive.

Indeed.
I see your BQM is pretty much identical to mine.

I will also raise a ticket as there are some addresses I cannot reach.
The Santander Android app doesnt work.
The National Lottery Android doesnt work.
I cannot book childcare via a provider's site.

All work on mobile data....

I've had issues with various websites in the past with them. Each time they've changed my (supposedly static) IP to resolve it.

Very annoying as I limit access to various Linux systems using IP.

In reply to a post by Henry8:

I will also raise a ticket as there are some addresses I cannot reach.
The Santander Android app doesnt work.

I had the same issue back in August. Are you on a 95.82.x.x address? See my post in this thread. I emailed support explaining the issue & they moved me to a different subnet the next working day.

In reply to a post by AndyPandy:

I've had issues with various websites in the past with them. Each time they've changed my (supposedly static) IP to resolve it.

Very annoying as I limit access to various Linux systems using IP.

It's worth looking into a reverse proxy and a Cloudflare tunnel with DDNS if you need access to systems in your home network from outside. It's much easier than keeping track of a potentially changing "static" IP and also offers some extra levels of intrusion protection. You can then use subdomains instead of IPs and ports to access them too.

Edit: And all free, including a domain name if you need one.

Edited by Kans (Tue 02-Jan-24 11:28:30)

In reply to a post by Kans:

In reply to a post by AndyPandy:

I've had issues with various websites in the past with them. Each time they've changed my (supposedly static) IP to resolve it.

Very annoying as I limit access to various Linux systems using IP.

It's worth looking into a reverse proxy and a Cloudflare tunnel with DDNS if you need access to systems in your home network from outside. It's much easier than keeping track of a potentially changing "static" IP and also offers some extra levels of intrusion protection. You can then use subdomains instead of IPs and ports to access them too.

Edit: And all free, including a domain name if you need one.

The problem with that, and all DDNS services, is Linux (CentOS 7 in my case) doesn't seem to have a way to require a hostname, only and IP. This makes sense from a security perspective, as a domain could be hijacked and pointed to a threat actor's IP.

At least I've not found a way...

Thanks Andy and Kans. Yep - Ill issue a new DHCP request to get into a different wan subnet.

I do use DDNS for incoming VPN access. Havent bothered with an additional tunnel.