Hey! Broadband Reviews

Having been a customer for over 2 years my recent shambolic experience highlights the problem when you deal with a cheap ISP. After a few initial glitches the connection was as advertised. On renewal...what a disaster. Renewal failed to pass on details to accounts who then gave me a monthly invoice of over £300. Despite many attempts to contact no emails, voicemails or call back requests were dealt with and in some instances calls were rejected by some departments. They have a crazy complaints process where they are "off-shored" to a different country and they keep reflecting the high standards they maintain for customer service...a total joke. Their CEO should read the one star comments on Trustpilot!
Customers who have issues should also log complaints via https://www.ispa.org.uk.

This review relates to moving from BT FTTC (67 MB/s) to a Hey!BB FTTP (900 MB/s) install in Sept ’24. Note this transfer was before One Touch Switching (OTS) went live, so future user’s switching experience may be very different.

Note: Hey!BB repeatedly advise you to not terminate your existing BB contract until you’re happy with how your Hey!BB service is running.

I Signed up for 2 years with 9 months free on a 900 GB/s package (those free months are mainly there to buy you out of your existing contract). 2 weeks after signing up an installation engineer appeared only to disappear as a trunking team first needed to run the fibre from the junction box to our property.

After a couple of weeks the trunking engineers arrived unannounced, laid the necessary trunking & just over a week later the engineer returned.

Be aware: Their default position seems to be to set you up for a WiFi connection. – I had to text him to get the router admin login details for I could configure it for a wired network.
At time of writing one annoyance remains: I’m waiting for the trunking team to return & cap the trunking pipe end.

Current wired speeds across a home ethernet netword have been measured at 612 MB/s downstream & 898 MB/s.

My advice on comms with Hey!BB: by phone is much better than via email and just don’t bother with Twitter.

Got the 1gbit as one of the first providers to have FTTP in our area in West London. Install was smooth, and equipment worked perfectly with our existing Unifi UDM SE setup.

Speeds are consistent and latency constantly low. Really impressed with the speed and service.

Not had any issues yet.

I have a suspicion that their email responses are auto generated, as they seldom reflect anything I have conveyed to them. I have been with them for a year (which means I can soon run like hell and go back to my previous provider ) and throughout the year I have had technical issues with the broadband. For several months now I have had issues with the landline and they simply refuse to read what I write to them - I plead with them to read my emails slowly and carefully rather than respond with incoherent nonsense. The various parts of HEY do not seem to communicate with each other and after months of "escalation and swift action " I simply give up. I cannot recommend them (they ask me for reviews despite a year of complaints from me....that sums up how disconnected (no pun intended) they are.) AVOID!

Recently gone live with Hey!Broadband (yes, it has an exclamation in the middle and no space) on their "Gigafast" service, which was advertised as 1000 Mbps.

The fibre connection was via overhead line from the telegraph pole on the opposite side of the road, with the full installation taking approx 2.5 hrs. The supplied router is an Adtran 854-v6, which seems well featured and reliable, although it is paired with an existing Orbi setup for coverage throughout the house.

I'm the first to go live with their service in our road so the speeds are currently fast and reliable, and yet to experience any issues.