My upload speed has diminished 99%+ also, down from 160mb to 1mb

Another evening of 40-60% packet loss during peak hours I assume :c

Also, 48 hours have passed and no acknowledgement or reply to my e-mail reporting the issue at hand over to support

Edit: Haven't received any text messages either

Edited by smithy93 (Thu 14-Dec-23 16:41:35)

To be honest, I've had enough of this, I'd quite like to go back to an OR service, and just ditch this 'service'. Its not fit for purpose. How do I get out of it without paying any further payments?

You'd have to ask them if you can be released from your contract. There is an early termination fee, which you would need to have them confirm based on your individual contract.

Their contract is very vague, as I expect are all ISPs. Unless your service is hard down for an extended period, you will definitely be subject to their exit fees.

19.6 We can’t promise you a consistently fault-free Service but we will use all reasonable
efforts to reduce the effect of any interruption to it.
19.7 Sometimes we may need to interrupt your Service to maintain, repair, upgrade or
make technical changes to it. We’ll try to let you know before we do this and we’ll restore
your Service as soon as we can.

Whilst issues like this one are annoying, their uptime and performance is very good IMO. I've had maybe 10 days or less in total where there has been packet loss at peak times since I signed up in May 2022. The service has never been hard down for me, other than maintenance in the early hours of the morning.

I work from home at any/all hours managing a team that covers production support, so I do have a backup FTTC connection with TalkTalk as I can't afford to be offline at any time. It costs me £1 less than my 1000/1000 HB connection for 150/25 and always has very spiky latency (little packet loss though). I had the same issue with Plusnet in the past and suspect it would probably be the same with any other provider as it all uses the same infrastructure.

Even taking the consistent 900+/900+ bandwidth out of the equation., if I had to choose one over the other, I would definitely have the 99% stable HB connection over the spiky performance of the FTTC one.

on my public DNS server pings I'm running.

Brave

I too have been seeing all the disruption reported here. Virtually no upload service in the evening. Latency sky high and no throughput. Its so bad that basic VOIP services drop

At least it's an acknowledged problem for now.

https://status.heybroadband.co.uk

Here's how bad the service is during evening peak time at the moment.

EDIT: I've just been told this morning the issue is now resolved.

Edited by nofappingway (Fri 15-Dec-23 10:30:39)

Anybody else just receive an email to "reinstate Direct Debit", despite having an active direct debit?

I have regarding Direct Debit.

Reluctant to click the link on the email before speaking with or checking with them.

Email indicated its was my fault which if im not the only one says they changed something or messed up but the wording of the email is not very good.

Sent email to billing as calling them eventually goes to voicemail. ( no great )

Edited by BiscuitBachchan (Tue 19-Dec-23 11:49:43)

Yes, I got the email. I also had one similar in June, which was followed up around 5 hours later with a retraction and a "Sorry, we sent you an email by mistake".

Their admin processes and systems are atrocious. Just be thankful there are no personal details included in the emails from other customers (ot that yours are not going to others)...

I imagine the phone line is clogged with everyone calling to ask them [censored] is going on.

Just got a reply admitting it was a cock up.

Apparently there will be a follow up mass mailing about it....

Hope everyone is enjoying the high evening latency again for the past few evenings!
All the graphs are looking terrible as expected!

They actually emailed me on the 24th saying they believe they've fixed "peak time latency issues"
So I've been back in touch telling them it's still not looking great.

Very worried about the capacity with this ISP, especially since they're rapidly taking on new customers.

Hope everyone else is still sending in emails/complaints.

Edited by broo (Thu 28-Dec-23 21:44:52)