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.
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