I have just sent a further email to HB regarding the issues as I've had no reply at all to the previous emails sent to support. I figured I would also CC info@heyb.

I won't paste the full email here, but this is the list of issues I'm reporting to them:

- Daily, starting at exactly 2AM and ending at 3AM, latency increases and packet loss exists on the connection. This ranges from 3% to 15% packet loss.

- Daily, starting at exactly 2PM and ending at 3PM, latency increases and packet loss exists on the connection. This ranges from 5% to 20% packet loss.

- Daily, starting at around 6PM and continuing until at least 10PM, latency greatly increases and packet loss exists on the connection.

- Since 1PM Monday 8th May, minimum latency has risen significantly.

During those times, any "interactive" traffic becomes almost impossible:
- VoIP receives a significant delay and break-down in quality
- Remote SSH work becomes very laggy and has connection drops
- Online gaming in the evenings is extremely laggy and has connection drops

Further, the upstream throughput of the connection is degraded significantly.

Fourth time is the charm maybe?

I sent similar to complaints@heyb
Apparently I have been assigned a complaint handler... Fingers crossed this helps.

Just did my 2-3pm speedtest: https://www.speedtest.net/my-result/d/57622fb7-2c6e-...

I emailed support as well, and at least got a reply:

"This has been forwarded to the relevant team. As soon as I have further information, I will be in touch.
The SLA window is 48 working hours.

Thank you
Denis "

Thanks for that address. Will give them 48 hours and then will sent it again and CC them in as well.

No automatic reply from the email I sent earlier. Are other people getting automated replies from support@heyb?

I'm seriously starting to wonder if my emails are even arriving!

Ive never had any ack of my mails to support, automated or otherwise.

48 working hours is six days, so if you raise an issue on Monday they don't need to reply until the following Tuesday. That's ridiculous.

Edit: I guess their working hours are 08:00-20:00 so 48 working hours is "only" four days.

Edited by jpm (Tue 09-May-23 15:23:34)

Well, HB replied. Interestingly the reply came from info@, not support@.

I really do wonder if my emails were making it through to support.

The issue has been escalated to the "technical support manager", so hopefully I should hear from someone soon.

I really do want to give HB a chance. They were excellent for the first 10 days, but the packet loss issue is a real nightmare.

Well my last 4 days haven't been great for VPN, Zoom, streaming etc. I basically get little to no upstream service at times in the afternoons and/or evening. It drops to as low 1Mb/s. My downstream service is impacted on occasion when the upstream drops......but not always.

5th May - https://imgur.com/Nj1fUFC
6th May - https://imgur.com/vKPFPiq
7th May - https://imgur.com/um5s3Wb
8th May - https://imgur.com/lBBeixB
9th May - https://imgur.com/2GrejeL

This evening is particularly bad.

I send these graphs to HB Support daily who have been acknowledging them and assuring me the problem is being worked on by T3 Support. Still no feedback as to what is going on or an ETA for a fix

Edited by nofappingway (Tue 09-May-23 22:38:14)

Those graphs are great evidence, which I suspect reflects the same issues we are having (based on my sporadic tests using Ookla). Upload is the biggest issue, hence the problems with my daughter's stream - which is frequently impossible to do.

Can I ask if that is an automated system to log the up/down speeds, during the day?

I am communicating with Hey every few days, but all I get back is empty platitudes but no action. Given the lack of action I have no lodged a formal complaint, but I don't suppose that it will make any difference, given this seems to be a wider issue (I'm in West Sussex).

Yep - it's automated. I have it running hourly at 6mins past the hour. The Support Engineer I'm working with has asked I keep sharing these graphs with him daily to help drive the problem forward.

Tomorrow it will have been 2 weeks since the problem started after HB's platform migration on 27th April.