Hi Tatoori, Sorry to hear this.

So what is the actual issue, i presume the physical install has been done ( telephone pole like mine cable to house ) or underground cable.

White box cover for cable into house then fiber cable going to small ONT Black box ( 3 green lights) Wan network cable to Hey Router. ( or are you using your own equipment in bridge mode)

I presume some of your neighbours are up and running unless your the first one on your street area.

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!

The Ts&Cs for cancellation state:

You can cancel your Hey! Broadband services within the period of 14 days starting from the day after we activate our
Services, without paying any early termination charges. If we have carried out any installation-related work or you have used your service within this period, you will still have to pay the charges for those services.

So as your service probably couldn't be considered activated then the timer potentially won't have started yet. However, you could be liable for install costs and who knows how much HeyB might charge for those.

Hi Both and thanks!

Physical install done and it's the ONT black box that is not receiving internet - the 'optical' light is flashing and a quick internet search shows it could be "ONU is ranging and synchronization process in progress"

I'm the only one on the street so far who asked for this.


@ian72- I saw that as well and am now worried about a huge bill if I cancel as they had 5 visits to install.

-No BT box outside my house and even the engineers were stumped as the BT maps they have access to shows my side as plugged in
-Another set of engineers came 2nd visit and found a pole in the back garden that only feeds 6 houses on my side and they were all gathering around to take pictures as this was picture moment for them!
-3rd visit and surveyed
-Dug up my side of the street and fed through the cable on the 4th visit
-5th Visit (9th June) Engineer connected me up

They just called to say an engineer will come tomorrow morning, now I am worried that if he fixes it and I am activated and then I cancel say as it's not performing well I will be charged for the 5 visits something around what this person say on trustpilot (https://uk.trustpilot.com/reviews/6486f198084ad38ad3ea563c)

I do want it as it's a decent price but if perfomance is [censored] the potential huge bill is making me think I cancel right now even before activation- no doubt they will chase me for the 5 visits!

To be honest this seems to be a large cockup by the rollout team as they seem to be selling this like your street property was ready for the basic install.

I have been watching the teams lay the cables on our road months before and my telephone pole is just outside my house, i was the 10 or so customer on the street so knew what to expect from install etc.


Hopefully you don't get charged anything but you really need to get a senior manager involved , maybe put up a trust pilot review of your experience as they seem to respond on there and or possible hit them up on twitter.

If you do want to continue i would be looking at some goodwill in form of a few months free etc

Good luck

Just make sure

I doubt any provider would be able to charge you for their installation costs if you cancelled during the first 14 days if they've advertised the whole thing as a free install and never told you what the charges are.

Yup complete mess up- will let the engineer connect it up tomorrow morning as I'm curious about perfomance and want to get rid of VM as well- no other fibre in this area

After that , if not happy in the 14 days will start the battle....

yeah good point about the advertising saying 'free'!

Quick update

Engineer came and no success- replaced ONT box twice and the green light is still flashing- he was stumped as were his technical colleagues in the office as they were trying all sorts of things whilst he was here. I asked if he was talking to first line tech support and he said no these are the hardcore techies!

Power levels all good he said so now another mystery!

Call now escalated to somewhere even more techy....

A friend of mine lives in Amersham which HB went live on very recently. He ordered the service. According to the installation engineer, he was the probably the first customer in the area to be enabled. Much like you, they couldn't get it working and it took 2 weeks with their T3 support to get him online.

Yeah asked around and seems like I am the first on the street at the moment- ah well will wait till Friday and see what happens. Fingers crossed!