Hello

Just had a outage for me in Wycombe, was down over night come back up after 9am. Terrible communication from company and their Status page is a joke blatant lie.

My router said Wan link was up with a 185. Ip address just no traffic.

Ironically the only time I've seen it show my 'component' to be down, all was in fact fine.

My VOIP landline that was ported still does not work but support have only just replied saying they have seen my service message i sent via website yesterday evening. Network back online currently

Backend Network does seem to be made on cheese.

Just off the phone to support who had re-enable the VOIP service on my line. Mentioned my Down time and they apologized and mentioned a power outage noted yesterday. Mentioned the status page saying nothing and they said they were not sure.

But service restored and phone line working. Fingers crossed it stays that way.

Edited by BiscuitBachchan (Sat 20-May-23 13:27:43)

In reply to a post by AndyPandy:

Jumping on this thread with a random question.

Can anyone with an HB connection open this website: https://www.ksperiperipizza.co.uk/

If you're in HP12, you'll probably know the shop.

I can't even ping it on my HB connection, but opens fine over VPN.

They did some "external service provider maintenance" and said it should be fixed, but it's not...

Just in case anyone else is having strange issues accessing random websites, they changed my "static" IP (in quotes because this will be my third different one) and I can now access this site.

This change also enabled me to access ChatGPT again, which thought my IP was in a restricted country.

It’s looking horrific and extremely offputting to use HB. I’m glad I cancelled the installation and wasn’t tempted by the potential cost savings.

I appreciate you taking the time to provide reliable information and details on how others can confirm your observations via links to monitoring tools. Thanks.

May not affect everyone but

Planned maintenance email for Wednesday 31st early morning 1am-2am
HP13 .

You're very welcome. Tooling and empirical evidence to support a problem is the best way to drive a technical issue forward.

To be fair to HB, I have been with them since March 2021. I have had very little to complain about up until their major platform migration in late April. The technical service was very good up until that point. I hadn't ever used their Support channels as I can support myself. Only when there was a service issue did I have to use them. The Level 1 support contact I had was friendly enough and put up with me moaning whilst I continued to provide daily statistics and evidence of a problem......but I could tell they were relying on me to help them help me drive the issue forward with their infrastructure teams. Support expressed their appreciation for the stats I and other forum members had sent in.

Whether it was a lack of planning or testing from HB / F&W we'll never know but I suspect they learnt a lot from their April platform migration as I would have. Since it was resolved, the service has been very good again. There was 13hr outage last Friday which I'm told was an upstream provider issue. What I saw matched that as my router was up with a public IP and I could reach HB kit but no routing beyond. Someone else in this thread mentioned it was an upstream power outage although with redundant PSUs, UPSs and backup generators, I struggle to believe that....unless something catastrophic happened like a data centre power cut issue.

Should you avoid HB?....I would say no. But perhaps don't rush to cancel your FTTC service and run in parallel for a bit and be aware they still seem to be in the growing pains part of their business growth plan.

FWIW, I went through two 4 month long performance issues with my FTTC connection with Plusnet and that's mostly Openreach's & BT Wholesale's network in the background. They are both very mature organisations but not immune to problems. I had worse support from Plusnet than I did here with HB on this occasion as Plusnet wouldn't escalate despite all the evidence I was providing them and it took me pulling some strings via where I work to get the right attention.

Edited by nofappingway (Fri 26-May-23 17:34:49)

I haven't received that but looking at the Status page, there was also 2hrs worth of work this morning impacting High Wycombe.

I'd love to know what these changes are but that's the engineer in me talking.

In reply to a post by nofappingway:

I haven't received that but looking at the Status page, there was also 2hrs worth of work this morning impacting High Wycombe.

I'd love to know what these changes are but that's the engineer in me talking.

Latest outage did not affect me and maintenance email mentioned an upgrade to their Network Server( unless that’s just standard language )

Page loading has been little laggy occasionally( normally very nippy fast ) last few days , I am manually choosing DNS servers ( 1 -google 2- Cloudfire ) would that be the reason or will that be a Hey Issue .