Yep. Down here in W13 again

Sorry to hear that. I'm not impacted thankfully. My monitoring shows no issues overnight either.

At least the network status page acknowledges the problem. The last outage I (my area) had was 13hrs long and the Network Status page didn't even acknowledge it!! I had a moan about that to Support (what's the point of having a Network Status page if you're not going to use it etc).

In reply to a post by daveyc:

Yep. Down here in W13 again

I got knocked offline just after midnight last night, and connection wasn't restored until 10:30am ish this morning, got various text messages and emails around 9am saying that another provider had cut through some of Hey's cabling and that an engineer is on the case trying to fix it right now

Guess these things happen sometimes, luckily it was resolved before I got up today and we were not without connection for days on end

hey daveyc- just sent you a PM as you're in W13 as well. The guys are installing right now and wanted to know your experience of reliability

Thanks!
Tat

PM reply sent

Happy to chip in and add my two pence from an insider point of view. Quantity over quality was the preferred way of thinking with the aim to reach as many areas as possible in the shortest time frame. The backbone for at least their early builds is 10gb so it has its limitations if a number of properties in the area are signed up and using the connection.

For the issues with support tier 1 have no ability to do much and essentially are reading off a troubleshooting script. The main support teams (and management) are based in Barcelona, Spain which is why they are more difficult to contact.

The TP-link routers are known not to be the greatest internally with many having to be replaced, also there are various issues such as the admin password being the same for every router on their network and remote access being enabled.

The IP issues were raised multiple times but HeyB have been sourcing IP addresses through various wholesalers in the EU hence why there are issues with access to certain sites being blocked.

Info and support emails go to the same outlook mailbox. If you don’t receive an auto response it is because it is once per 24 hours as it is a standard outlook out of office reply.

The best way to get managements attention is LinkedIn and TrustPilot.

Are you still working for them? What was your role / job description if you don’t mind us knowing? TIA

Another worrisome day with Hey Broadband. Looks like the supplied router has gone pete tong and for some reason keeps saying Wan down even though everything looks good.

Cables connected/replaced and ONT all working and router stil works as router just Wan internet side. Had to be reset having frozen again and im waiting for engineer visit to replace router and ont. No idea how long this will be but dealing with 1st line support who cannot put me forward to 2nd line and constant messages between 3 different people was exhausting.

Just find they seem to have no urgency in any real shape and with higher level teams not customer facing means we are just a faceless number to them.

Edited by BiscuitBachchan (Mon 12-Jun-23 18:38:51)

So around 24 hours later I had a very nice engineer Turn up at home, Hey Broadband branded van swap over my ONT box and router ( Adtran ) .

All working again and hopefully things are more reliable ( I must have had a Friday afternoon equipment originally ) .

On Positive note the onsite engineer and callout team were great to deal with and the engineer had a very good understanding of things.

Day 5 of not working post install. Installed on 9th June and still no internet from HeyB. Engineer said by 5pm on Friday 9th I should be connected as they have to flick a switch or something at HQ but nothing still. Lucky I still have my VM connection.

Will give it another 2 days then cancel under the 14 days as if this is anything to go by then I want to save myself any future pain!