No problem!

I signed up to Hey! as soon as it went live in my area (HP12) and there were certainly teething issues. Outages lasting ours, high latency generally, then high latency in the evenings (10pm-12am). They performed maintenance on their "network servers" a few times, and now the connection is pretty much perfect...for now.

You can click to see my live BQM in my signature below. It would be interesting to see yours!

Adding this here rather than starting a new thread...

I have been unable to get onto the Santander app or website for the past couple of days. It didn't occur to me that it could be an ISP issue, I thought it was a bank problem. But Santander seem to be blocking at least some IPs from Hey. My IP changed to a 95.82.x.x address at 2pm on Wednesday, of all times. If I switch off my phone wifi or tether to it from my PC, the bank's app & website work fine.

Through my Hey connection, I get either a blank screen with "Oops, something went wrong" in the app, or "Unfortunately, Online Banking and some of our other services are not available in your current location, if you need help, contact us on the relevant number below." on the website. I can access the Santander website but not the banking login.

The IP range is owned by Data Solutions, with at least part of the range being in Netherlands. But the whios data points to a com.au URL in Australia. So the IP address block Hey seem to have acquired is a mess, to say the least.

I'll log a ticket with them to try to get it sorted, but thought an FYI here may help someone!

Ironic as Hey and Santander are both Spanish firms.

They've been doing a lot of juggling on the back end. When I signed up the ASN was AS212426 (HeyBroadband) and IIRC had only 256 IPv4 addresses.

They then migrated everyone to AS207645 (F&W Networks), and have been buying up IPv4 ranges as they grow (also changing peering).

The range you have it tied to F&W in the UK now (https://ipinfo.io/AS207645/95.82.40.0/21), but it might take a while for everything to propagate.

I had a similar issue access a local pizza company's website, In the end they changed my (static) IP and everything worked again.

Back to the god old fashion complaining!

Peak hours are becoming terrible again, with no replies from support.

Initially told they'd be adding a new line card etc in early November and they'd email back once it's done. - obviously that didn't come to fruition

Connection is fine all day, then gets worse in the evening - eventually returning to normal after 10PM or so.

With the exception of the Sunday that just passed, where it was awful most of the day.
https://imgur.com/VpIkqZO - This is the graph from Sunday.

This is a graph from a random day the other week:
https://imgur.com/Sx8Om5k

This is a test via CMD(to bbc.co.uk) from just now:
https://imgur.com/uNLXxBn

ping is definitely jumping around a LOT and some minor packet loss.


the 100% loss at 10PM on Sunday was me restarting the routrer.
Unfortunately since then, I can no longer setup BQM's as it's no longer replying to ICMP after my IP changed.
I'm also no longer able to log into the router with the provided credentials(That's something for later me to sort out with them)

I noticed a few other people on Hey! had some higher than usual "Maximum latency" on Sunday as well as some packet loss
however nothing compared to what I was seeing.

Looks so much like a congestion issue.


Unfortunately it's truly a nightmare with these levels of support.

Edited by broo (Tue 05-Dec-23 20:47:30)

Can confirm the last 2 days in the evenings the graphs been going a little crazy after 7:45pm with ping spiking but other than that it's fairly stable after few hrs and back to normal

I think it's affecting all HeyBB customers at the moment looking at other members live BQM graphs

Hopefully this isnt a congestion issue that will be a daily occurrence in the long term

Edited by smithy93 (Thu 07-Dec-23 20:28:45)

Well,
randomly today at 2PM or so, my graph started showing data again - which it shouldn't have after my last IP change due to CGNAT.

My connection is looking beyond terrible from early afternoon, through peak times.


https://imgur.com/I7EtFoh

Looking the same as it did after they did the big changes all that while back.

Absolutely destroyed and unusable right now.

Of course there's still no reply from support - this is after getting in contact with them via email / twitter(seeing if they'd escalate a reply)
Just some for of acknowledgement from them would be wonderful.

Less than a year left in contract luckily. - never thought I'd see the day that Virgin Media's support would outshine anyone else, but here we are!

Edited by broo (Thu 07-Dec-23 22:07:13)

If your IP has changed you will want to delete the old monitor and make a new one with the new IP in it

When my IP changed on last maintenance my old BQM went full red so I just removed it and set it up again with the new assigned IP

I didn't think CGNAT was a thing with HeyBB

EDIT: Just had a look at that graph - that level of packet loss is really bad, and doesn't appear to be a UK wide issue but perhaps your line/area

I hope support get back to you quickly and sort it out

Edited by smithy93 (Thu 07-Dec-23 23:43:26)

Yeah my IP changed and that is a new monitor
It's why I'm so confused. - as soon as the IP changed, I setup a new monitor and it showed no data until 2PM ish this afternoon.

CGNAT is definitely a thing with HBB now, sadly.

the packet loss is only during early afternoon/peak times again. - all back to normal again after midnight.

Edited by broo (Fri 08-Dec-23 02:43:13)

I'm starting to see some pretty bad packet loss and latency in the evenings as well

Live BQM