They only hit 6,000 customers on April 5th (via Twitter), so they are still very small.

It's very odd that they have a manned support phone line from 8am-8pm at weekends who can't do anything to help other than log a ticket that won't be looked at until the next working day. They also have no customer-facing ticketing system, so everything has to be manually communicated to customers.

I've still had no contact or acknowledgement for my issue reported to them by phone 4½ days ago. If I didn't have a backup connection I'd be chasing them non-stop. An occasional outage is to be expected & will happen from time to time, but an issue that effectively makes the connection useless at the same times 3x per day for a week is pushing the limits of reasonable service.

They must be inundated with calls and emails for this issue, which only makes the situation worse for anyone who needs to resolve it on their end. They really should report the degradation of service on their status page instead of having the incorrect "everything is fine" reporting on there. They have "Degraded Performance" in the legend, but have never used it.

Agreed.

And initial signs are, for me at least, that the overnight maintenance has not helped....

Spoke to L1 yesterday. Still completely in the dark. No useful update.

Very concerning in my mind, that they cant fix a repeating, widespread issue in a week! Who knows what they would be like at fixing a customer-specific issue... Worried that I made a mistake here....

Can confirm the maintenance last night did nothing to fix the issue (for me, at least). The packet loss & hobbled upload speed just started in the last few minutes, shortly after 2pm. I'm getting ~10% loss and <30Mbps upload.

@Kans

It's indeed pushing the limits of a reasonable service, it's almost like they're trying to dictate when and what you can do whilst on their network..

Abysmal levels of support, if this was happening on my old Sky line, they'd have an engineer booked within the week to put and end to all this nonsense

As for the External provider maintenance in the early hours of this morning, it evidently didn't fix a thing as 2pm has now hit and the same sh&t is occuring, I have a feeling that this is going to drag on and on for months..

I'm strongly considering an exit plan currently, currently in a 24 month contract but if they're not providing me with the product that they promised when I signed up then I'm sure I'd be able to leave without paying a thing, because why should we have to when they've lied to us all?

'Ofcom states that if you have a fault that has persisted for some time, and your provider has failed to resolve it, you can cancel your service and switch to another.'

I think if they want me to stay they're going to have to offer at least 3 months free service to see how things go in terms of fixing this issue, and then and only then will I put up with whats going on currently, I don't see why I or any of us experiencing this should have to pay full price for this.. I don't think that's an unreasonable request either..

Their website clearly states for anyone thinking about switching to them "Enjoy glitch-free broadband, with no drop-outs, buffering of lag." and their service is the complete opposite of that right now.

They should change their marketing to "Daily glitches, daily dropouts, plenty of lag for you gamers" oh and Top Customer service -> No Customer service because you're literally on your own once you've signed their contract.

Just chipping in (now that 2PM has come around), that I'm still seeing the usual 2PM packet loss.

I also re-sent my email to support, as I hadn't received a reply. Again, nothing has come back, not even an automated response.

I'm just lucky I didn't cancel my connection with AAISP. The speed with Hey! is amazing when everything is working correctly, but this packet loss is becoming a real issue. Right now I'm having to define static routes for some of my interactive traffic to send it over the VDSL connection instead

Same thing happened to me. Last nights maintenance did nothing.

Speeds were great this morning (Thursday 4th May).....but like clockwork 2pm comes around and my upstream bandwidth completely disappears. Same thing happened last night at around 21:30 and every 2pm since Thursday 27th April

The graph below says it all. In the last 45 mins my connection to work has dropped twice and my video feed on Zoom stops and I get kicked off the call.

4th May
https://imgur.com/44y9xoh

Edit: Response from Support. T3 support are aware and investigating. No details on what is happening or ETA for a fix.

Edited by nofappingway (Thu 04-May-23 16:05:52)

In reply to a post by smithy93:

As for the External provider maintenance in the early hours of this morning, it evidently didn't fix a thing as 2pm has now hit and the same sh&t is occuring, I have a feeling that this is going to drag on and on for months..

I suspect the cause of the 2am & 2pm issues is some kind of scheduled job somewhere on the network, which saturates the bandwidth for everyone. It's too regular to be anything else, IMO. In some ways, I think the 7pm-11pm problems are more concerning, as that points to general network saturation from sheer weight of user traffic. Once the source of the 2/2 issue is found, it should be more simple to fix, relatively speaking.

However, if they're getting saturated at peak times by customer use, that could be a problem that stays around for a long time...

Purely guesswork on my part, but I suspect the maintenance on the 27th merged what used to be the ring-fenced Hey!Broadband network into the parent network & HB can't handle the traffic (in simple terms).

Edited by Kans (Thu 04-May-23 14:59:09)

I don't think we should need to have 2 lines running concurrently when using Hey's network, when I initially switched to them I still had Sky going side by side for a couple weeks whilst the contract with them expired

I got sucked in to moving to hey for the price and the fact they were FTTP rather than FTTC (thinking that'd be better), Sky weren't able to offer me a decent price so I took a punt on Hey, and the service was decent up until a week ago

I've fired off another email to support with an update for them, basically telling them I hoped that the External Provider Maintenance this morning would fix the issue, but 2pm has arrived and the fault still exists. Asked them for a rough ETA on the fix, 1 more week? 1 month? 1 year? The 23 months remaining on our contact?

Well they have to be aware of the issues now I would have thought.. it's just a waiting game now I guess..

I wonder whether other ISPs using F&W infrastructure have also been affected or whether it's firmly a HB network issue... A google search didnt reveal much.

Yesterday evening was quite brutal in the HP14 area for packet loss. It started at 5PM and lasted until 10PM, peaking at 20%.

This morning at 2AM I saw the usual hour of loss, plus what appears to have been a connection drop.

Now this morning I'm seeing increased latency since 6AM and packet loss is present, though my router and the BQM disagree with regards to the severity.

Still no reply from support. First email was sent a week ago, the follow-up was sent on Tuesday.

Snapshot of the past 24 hours