I'm still astounded I've had no reply from my email to them,
definitely going to have to escalate a complaint into their customer care.

I never thought I'd be able to say "Thankfully I have my virgin media connection to fall back on"

Hey!Broadband connection from yesterday/today
https://imgur.com/a/71LzV9b

It's not a pretty sight, lads.
NSFW/Not safe for human eyes

This company is definitely in over their head.

Edited by broo (Fri 05-May-23 15:36:29)

Keep sending these stats to HB Support lads. Every. Day.

Anyone else find their on-hold music incredibly annoying?!

I got a response from tech support via e-mail yesterday, saying the issue is being escalated to their second line, and that he hopes to get back to me earlier next week..

This morning I got a SMS from HeyB saying "Looks like there's a technical issue in your area affecting your broadband service. We've found the issue and our engineers are working as quickly as possible to get you connected again. For service updates, please visit our Network Status Page at status.heybroadband.co.uk" - this was at 10:08am

Then a 2nd came through at 10:45 "The issue is now resolved, and you should now have access to your broadband again. Sorry for the drop in service - we hope it wasn't too inconvenient. If you are still experiencing problems with your service, please email us on [email protected] or call us on 08081681616"

I got excited and thought they'd located the packet loss/upstream issue that's affecting most of us and sorted it out finally, albeit 1 week later... but nope lol

According to my BQM my connection wasn't affected too badly by this 'issue' they were referring to, there was a small bit of packet loss followed by a total dropout for a minute or 2 whilst the engineers did something at the cabinet I assume - but nothing like what happens between 2-3am/pm every day and at peak times


Also, I'm not sure I like this whole tiered level of support setup they have going on, is this going to be what happens every time there's an issue with our connections, taking days/weeks to go up the tiers till tier 3 or 4 before someone actually gets on the case and fixes something

Edited by smithy93 (Fri 05-May-23 22:39:26)

In reply to a post by smithy93:

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.'

@smithy93, Im feeling similarly. Could you please share the source of the Ofcom text? Thanks v much

In reply to a post by Henry8:

In reply to a post by smithy93:

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.'

@smithy93, Im feeling similarly. Could you please share the source of the Ofcom text? Thanks v much

Sure - I got that info from here - https://www.moneysupermarket.com/broadband/guides/ca...

I think it's easier said than done though, but if you gather enough evidence then it's possible I'm sure..

Many thanks
And yep agree it may not be easy.

Back in another 2pm slowdown here. This is getting really annoying now. Don't suppose anything will happen until next week now, if at all

Things seem to have settled down a bit (Daughter managing to stream now). I have been running the BQM but I'm not familiar with what 'normal' would look like.

MY BQM

What does this look like to your experienced eyes (it is the 8pm onwards bit which affects us most)?

The red bar is just where my router reboots each night.


Thanks,

TC

Edited by Toothy_Chris (Mon 08-May-23 11:11:37)

Your BQM link is not working. Try creating a new snapshot graph / link and posting that one.