Post deleted by BiscuitBachchan

Just an update on my upload problem, after a few emails with tech support they remotely enabled hardware acceleration on the router ( not sure exactly what this was ) but my average upload went from 500mbps to around 750-800.

So result on the improved upload, but does reiterate that the supplied router from Hey is not great. Still with support as looking at possible new firmware updates to try. but for now a week after requesting we have some progress.

Its not just you - performance where I am on HB's network is all over the place today

https://imgur.com/un25nus

Hey do need to invest more on network stability and reliability.

Do we know if other vendor/ companies will be able to use the Fibre line in the near future ( BT / SKY ) or are we stuck with Hey for the future if we want full fibre( Gigabit )

The Infrastructure belongs to Fibre & Wireless and they rent/lease their service much like OpenReach do. At the moment, those ISPs that resell the F&W Network are:

https://fwnetworks.co.uk/partner-with-us/current-par...

Any OpenReach reseller would provide service via completely different Infrastructure as would other Altnets like Swish.

Hi all,

New to this forum - I’ve switched over from virgin media to hey broadband about 2 months ago and my experience has been terrible, it’s impossible to do any gaming from midnight onwards, it’s as if someone pushes a switch and the internet latency is all over the place, so many packet losses during gaming, it’s impossible.

I’m based in HP11 and I’m considering taking legal action to cancel the contract due to underperforming service from them.

I’ve seen in the forum that other people have reported issues from 2am onwards, but mine happens to be very very bad at midnight onwards. Has anyone been able to resolve this before I spend hours trying to get through to the technical team?? Sigh annoyed that I’m stuck with them!!

Have you set up BQM to monitor your connection's latency? Would be good for evidence at least. I'm in HP12, and don't have any issues (that I know of).

I'm in SL9 so not on the same network as you (I'm on their 185.75 network).....but I don't see what you see and I have no major latency issues.

Here's what the last 7 days looks like to 1.1.1.1 for example

Have you tried setting up some monitoring so you can share empirical evidence with HB Support?

Hey @AndyPandy,

Hope you are well No I haven't yet, but I will set it up now. I decided to switch the playstation on after a while and just like clockwork, as soon as it hit midnight - huge latency spikes, continuous packet losses and completely unplayable gaming online. I don't have any monitoring tools but I have recorded my game play to show the network metrics that can be toggled on from the menu to be viewed during gameplay.

Please note I have tested gameplay with both a wifi router (the one hey broadband supplier) as well as a direct ethernet cable - both yielding the same results. Midnight hits and it's horrible!

I'll set up the monitoring tools now and will report back soon

Thanks for the help btw - super appreciate it

Hey @nofappingway,

Hope all is well
Btw I have no idea how this forum works, the UI is actually crazy!


I just replied to @AndyPandy - As soon as midnight hits,like clock work, I can't game online anymore. The lag spikes and packet losses pop up on the screen and next thing you know i've ran into the wall 1836223 times in seconds, or frozen for a good few seconds.

I will be setting up monitoring tools and will share the results!

Thanks for your help on this - I hope we can get it sorted!!