Review Time
Though the speed is called gigabit by all fiber company's it is only up to the point it enters the router, By the time it's been processed and transmitted by a category 6 Ethernet cable to your PC, it will be down to around 800mbs, depending on system loading
As for wireless transmitting via Wi-Fi, if you only have 5 Ghz router or appliances, you are down to around 350mbs max your home.
PS Freely TV sets use 2.5 Ghz wireless routers, which is even slower, but fast enough for TV pictures
The installer blew a massive part of my outside wall off when drilling and tried to hide it by putting a plant pot there.
It cost me around £400 to put right and water had already got in unfortunately.
Hey Broadband offered me a month's free WiFi. (£25)
Absolutely disgusting
Matt Ellis
The original installation of my broadband was fine, a smooth and well communicated process. The connection was glitchy for a couple of weeks but settled down and speeds were good. Then something damaged our cable and our broadband (and VOIP phone) stopped working. The cable was hanging over a public footpath and was dangerous. I work from home and I am a carer. This was several days ago. The initial agent I spoke to couldn't care less and told me someone would call back within 2 days. I then spoke to someone else who told me that they couldn't actually schedule engineers and that it wasn't part of their 'SLA'. They also said they couldn't do anything about the dangerous cable. They did tell me i would be charged £150 if i moved it.
But, after some persuading, they agreed to 'escalate' my case. I got a call back from an agent who asked for photos of my cable so they could inform the engineering team. I made it clear it is an overhead cable by a tree. I then had another call scheduling an engineer. The (very nice) engineers turned up with the 'wrong sort of van'- they didn't have a cherry picker, despite the fact I had sent photos and explained. Thankfully they did make the cable safe.
They then spoke to their boss who told them there wasn't a cherry picker available and they told me I would get a call back that morning. I didn't. I called the installation team who told me they would 'escalate' and I would get a call or SMS back the same day or next morning. I didn't.
So I had to call again. It took 25 minutes to be told that the agents can't schedule installations (even though new HeyBroadband customers can schedule theirs very easily). He put me on hold. He then came back to tell me the 'engineering team' were ignoring his calls to them. He said he would call me back. When I asked who at HeyBroadband I could escalate my issues to, he couldn't tell me. He couldn't even tell me the company's correspondence address. Clearly everything is outsourced and the different companies don't work well with each other. The customer agent training is so bad they can't even tell you who you can write to at Hey Broadband, in fact they they don't even know its address.
HeyBroadband offer keen prices to suck you in on a long contract, but when something goes wrong, in my experience they lie, don't fulfil promises or even their basic legal obligations to public safety.
Because of my job I have had to pay for extra mobile data wifi and I still have no idea when my broadband will be back.
UPDATE: After my review I spoke to the support team again who said they would call me back. They didn't. But I received an email from a third party company telling me the engineer would arrive today- but not what time. I then spoke to a really nice agent who looked into things. Again, after nearly 30 minutes on hold, she couldn't actually access the details of the engineers schedule. But she was very polite, promised to look into it, called me back, told me what time the engineers would arrive and (after a bit of confusion) they have now turned up. So HeyBroadband do have some decent agents, but not enough and their systems are not joined up enough to deliver good service when things go wrong, in my experience.
The phone line staff were incredibly helpful, and the installer was outstanding! After a previous negative experience with installation, I was anxious about the process in our new property, but the installer exceeded my expectations. He was friendly, addressed all my queries, and the installation was seamless, with everything positioned perfectly and minimal mess. Thank you! He is a valuable member of the team!
On November 30, 2025, the service provider confirmed my installation date for December 22, 2025. On that day, an engineer arrived and assessed the situation for about 25 minutes. He informed me that two technicians were needed for the installation due to the fiber's location. I mentioned that my previous provider managed with just one engineer, but he reiterated his explanation and assured me that installation would occur at the next scheduled time. Subsequently, a new installation date was set for January 12, 2026.
On January 12, 2026, two engineers arrived and it seemed the installation was finally going to happen. After about 30 minutes, one engineer told me that a blockage prevented the installation and that civil engineers would need to dig to resolve the issue. I was asked to sign a document authorizing the digging on my property. As of January 13, 2026, no one has reached out to schedule a new date.
From my perspective, as someone with technical expertise and experience managing service teams, I believe that before any installation, a thorough assessment should be conducted by the first technician to avoid issues later. Installing fiber broadband is straightforward. The service provider needs to improve their training and procedures. I am not impressed or satisfied with the service so far.
I will keep you posted on any developments. Update: I contacted customer support later that day to express my concerns about the lack of communication regarding the civil engineering work and the broadband installation. I was informed that I would have to wait 2 to 3 weeks for a date for the civil work. To clarify, this date will be set for a future time. The initial request for installation was made in November 2025. Let's see how long this will take! I will continue to provide updates...
The sales representatives will promote this broadband service with false assurances. I was informed that if I moved to an area without their coverage, I could cancel the contract without any fees. However, when the time came, the customer service team denied this information and demanded payment for early contract termination.
I faced a complete lack of internet and phone service, and the customer support was non-existent despite being promised priority service. If you manage to reach an agent in the region, they often seem dishonest and refuse to acknowledge the ongoing outage. The disruption lasted from December 27, 2025, until after 7 PM on December 28, 2025. I feel that the regulatory body is failing to hold these providers accountable.
Once again, customer support is virtually non-existent when a significant problem arises. The website claims there are no issues, yet my town has been without internet for over 16 hours. There has been no response from the service provider; they have disabled phone lines, online chat, and there are no replies to emails. I only learned about the widespread issue from others posting online; otherwise, I would have assumed it was just my connection. We plan to leave once our contract is up. The company desperately needs to revamp its customer service to meet modern standards. It's disappointing for an internet service provider.
Outstanding installation service provided by a friendly technician. The atmosphere was cheerful, and the work was done meticulously. As someone with OCD, I appreciated the neat wiring and the thorough explanation of the setup.
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With HeyBroadband, you're always guaranteed high-quality broadband because we only provide 100% fibre to your door! From 100mbps at £23 a month to 1000mbps at £43 a month, you can expect a speed that is unmatched by traditional broadband. Work, play and stream with unlimted data and devices.
