Just had an email dropped into my mailbox too with the same message. Odd, I'm not experiencing any issues.

Saw exactly the same issue yesterday, absolutely awful packet loss for most of the evening, hitting over 60%

It's so frustrating, the connection is excellent most of the time, but these massive issues really impact things badly

HeyB 12-12-2020

High Wycombe.

Connection has been very laggy last week or so. Received email about maintenance, but all today the connection has been cutting out ( IP address on router still present , Wan status UP, but no internet.

WAN IP has changed a few times if its relevant.

Edited by BiscuitBachchan (Wed 13-Dec-23 16:34:53)

Yeah my IPs changed every drop out since yesterday, I'm on IP #6 or 7 in 2 days right now

Today's looking like the worst its been in a while

Still sh*t tonight. I don't know what they did to screw it up so badly. Service had been great for months.

The afternoon "maintenance" today doesn't seem to have done anything to help.

Everyone email [email protected] and complain, with proof (BQM, pings etc.). Might prompt them to actually fix it.

Have e-mailed support with a full timeline, BQMs, and links to both threads.

Also requested that if they're going to change my static IP, that they let me know in advance. They've changed it unannounced in the past

I don't hold out hope, in the past I've submitted support requests and never heard back.

Fingers crossed I guess.

Well I'm glad its not just me, now that I've found this forum. For the past week or two, my HeyB service has been really unreliable, particularly in the evenings. I've started pinging a few things, my local router, the router's next hop, and then google dns and cloudflare dns, and its always outside of the router where the issue seems to lie.

I even had the service completely drop on Saturday afternoon, and I ended up ringing them on Sunday morning. They had me to do a factory reset of the router which to my surprise did bring it back to life.

It really isn't good enough, and I'm not really sure how much longer I can put up with it like this. I've raised a few tickets, and they are looking into it.

I'm a year into a 2 yr contract, and quite frankly would quite like to get out of it and go back to an OR service - my sky fttp was completely reliable (albeit it being more expensive and quite a bit less bandwidth).

I hope they fix it soon, because they have been spamming me with SMS messages every hour since 11am...

We're aware that you are experiencing network issues after some maintenance work on our network, we understand your frustrations. Please be informed that our team are currently investigating this, and we will update you as soon as we can. We apologise for the inconvenience this has caused and appreciate your understanding and patience.

My patience may run out if they don't stop sending me a text message every 60 minutes! I haven't logged a ticket, they clearly already know I'm impacted by the issue.

As usual my connection has been fine during the day, but let's see if we get a third day of it being completely unusable in the evenings from ~4pm onwards.

Today's "event" has started. Full download speeds, but upload is 18Mbps.

Yeah, I've had the same text messages today, and the 'event' is starting. Not too bad at the moment, but I'm starting to see drops on my public DNS server pings I'm running.