Just had this in an email from them:

Hey! xxxxxxxx,


We understand that you may have experienced connectivity issues after our recent upgrade. We apologise for the inconvenience this has caused. Our team is actively working on resolving these issues as quickly as possible.

We ask for your patience and understanding during this time, as we work to improve the service and provide a better experience for all our customers. We appreciate your continued loyalty and support, and we assure you that we are doing everything we can to resolve the issues as soon as possible.

If you have a ticket raised with us, due to the high volume of emails and calls, we may take longer to reply. Thank you for your patience.

Best wishes,
The Hey!Broadband Team

Funny enough, just got to check my emails for the day and see a response.

"Hi xxxxx,



Thanks for the feedback.



We have been carrying out some work as we found an issue within a link of our BNG vendor, yesterday we had an intervention and again there is going to be another one tonight.



Can you please let us know if you see any difference since last night?"


Guess we'll have to see what further changes they make

I can see the routing to TBB improve, but the 2pm problem is still a thing: https://imgur.com/a/GLq2e8f

I got a different email:


Hey! Andy,

We are really sorry that you may have or are still experiencing connectivity issues after our recent network upgrade.
Our dedicated team of engineers are actively working hard to resolve these issues as quickly as possible. We ask for your patience and understanding during this time, as we work to improve the service and provide a better experience for all our customers.
We appreciate your continued loyalty and support and sincerely apologise for the inconvenience this has caused.
Due to the high volume of emails and calls, we may take longer to reply. Thank you for your patience and understanding.

Same....but not Andy

Evening peak time performance was back to normal for me yesterday, but I'm still seeing the 2am & 2pm spikes at the moment. Will see how it is this afternoon before escalating back to HB.

The Support Engineer I've been working with gave me a heads up yesterday that there would be some more overnight changes planned. My monitoring shows that something was indeed changed overnight bang on 4am to 4:15am.

My external monitoring looking in and internal monitoring looking out both picked up on the disruption

Lets see what the day brings.

Edited by nofappingway (Fri 12-May-23 09:41:03)

I had 2 short outages at 0140hrs and 0315hrs overnight.

Also look like they've added a third peer, Cogent, so a big player.

12pm checkpoint - looking very positive.

BBC TCP ping
Google ping
MTR to 8.8.8.8
Throughput performance

Next check, 3pm

Still something going on at 2pm, but no packet loss, and over a lot quicker: https://imgur.com/JfNrZ1H

I haven't seen any 2-3pm wobble today.

Here's the MTR I've been running continuously since 9am this morning. No packet loss to the destination.

Ping to 8.8.8.8

Raw Performance

Can you setup some other monitoring to rule out an issue with the pingmon?

Edited by nofappingway (Fri 12-May-23 16:32:07)