Mine has been terrible since the Thursday maintenace, similar to others in this thread. I've had my connection almost exactly 12 months & have had very few issues until this week. HP12 area.

I don't have an active monitor, but see periods of 15-20% packet loss, with upload speeds going as low as 10Mbps. Today the issue started at around 14:20, then went back to normal for a while, then again at 20:00 this evening. It seems pretty variable for when the problem starts. Yesterday it was around 21:20, Saturday at 14:00ish.

I logged a ticket on Saturday, but have had no contact at all yet. Fortunately I have a backup TalkTalk connection (which surprisingly I've never had any problems with at all).

Sorry to say another me too here. I've been with HB since March 2021 and it's been great.....however since the network upgrade last Thursday my service has been really bad.

I have my own performance monitoring running locally and an offsite Uptime Kuma monitoring the connection remotely. Packet loss is high as the moment and my upstream bandwidth grinds to a halt between 3pm and 11:30pm everyday since last Thursday.

Last 24hrs - https://imgur.com/3kY14yx

Last 30day - https://imgur.com/antgLBL

Packet loss - https://imgur.com/bH09VWj

My upstream drops to 1-2Mb and sometimes to zero during peaktime evenings. My VPN to work drops, online gaming disconnects and backing up my files to the Cloud doesn't work at all.

I'm in SL9 area.

I too have an ongoing ticket with Support updated with this above information.

Edit: HB Support have acknowledged the issue and escalated to Tier2.

Edited by nofappingway (Tue 02-May-23 12:56:39)

Still seeing the daily 2AM/2PM to 3AM/3PM and 7PM-10:30~11PM packet loss here, but other than that the connection has been OK, though I only constantly monitor the ping / packet loss, not the speeds.

HB support haven't acknowledged the email I sent in on Friday night yet

I spoke to L1 today. They agree there is some widespread issue going on but have no info / eta on fix.

Has anyone heard anything remotely encouraging from HeyB?

TIA

Got a reply from a Technical Support Advisor from HeyBB this afternoon, and he said 'Could you please let us know if you are still experiencing drops after midnight?', I told him I expect there to be packet loss again around 2am as that's been the case every night now (as well as 2pm in the afternoon then later on in peak times) since the 27th after the maintenance, gonna wait for a reply..

Also, upon checking https://status.heybroadband.co.uk/

There's this down the bottom of the page - https://i.imgur.com/hEH9nGV.png

Some 'External Service Provider Maintenance', most likely F&W Networks doing something which hopefully rectifies their error in the last maintenance..

I really hope they are making changes over the next day or so that resolves this. Its 9:30pm on a Tuesday evening and my upstream bandwith is 1.5Mb/s with significant packet loss:

Upstream bandwidth Tuesday 2nd May - https://imgur.com/GW2D1Z4
Packet loss as of 9:30pm Tuesday 2nd May - https://imgur.com/15ZsiVN

Edited by nofappingway (Tue 02-May-23 22:12:46)

Packet loss has been quite brutal in HP14 this evening, causing bad issues with voice chat, Skype and gaming:
BQM Snapshot

Annoyingly, I'm now out of my 14 day cooling off period, so I'm stuck with it whether things improve or not

Currently I'm considering setting up some routing to send everything interactive over my old AAISP FTTC connection, so that the issue is minimised

In reply to a post by NeoLojik:

Annoyingly, I'm now out of my 14 day cooling off period, so I'm stuck with it whether things improve or not

Aside from maybe two very short outages, this is the first problem I've had with HB in the year I've been with them (I'm in HP12). The rest of the time the connection has been rock solid. I wouldn't start to worry just yet. HB has been a very good & stable service for me & I almost always get >900/900 even during peak times. The latency is very solid too.

With the exception of the current issue, in comparison to TalkTalk, HB is very stable. Even now, it's a more stable outdside of the problem times. These are charts from the last 24 hours on both my connections (I set them up yesterday, so not quite 24hrs):

This is my TalkTalk connection: TalkTalk BQM

And my HB connection: Hey!Broadband BQM

What's frustrating is that their support does seem to be very lackluster. I've still had no response to my phone call on Saturday. Not even an acknowlegement, despite chasing twice. This is obviously a widespread problem, so we've been able to find others with the same issue. At least we're not in the dark about it to some extent. Others who don't know about this forum will likely by a lot more frustrated...

10 mins ago, my public IP changed from a 32.x.x.x to a 185.x.x.x address.

Too soon to see if my upstream performance is back at peak times but I shall keep monitoring my connection to see if this has improved the disruption seen the last few days and report back.

EDIT: Everything was fine until approx 2pm today then all the packetloss and upstream throughput issues restarted again. At times I have no upstream throughout at all......usually it sits at around 5Mb/s on my gigabit connection. I have captured stats and sent them off to HB support, again.

Edited by nofappingway (Wed 03-May-23 15:23:38)

@Kans,

I definitely agree with their support being somewhat questionable,
I feel they're probably understaffed and expanding the reach of their services without much thought to after care.
Still no reply to my emails from Friday evening either, - a bit unfortunate.

People who aren't "In the know" about this forum are indeed frustrated,
Just yesterday I linked a guy from Twitter to this exact thread!
The poor guy couldn't stream due to upload speeds being bottomed out / wild packet loss.