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5 Stars for Daniel â Truly Exceptional Service! âIâve been struggling with internet issues since last November and couldnât get any real helpâuntil Daniel took on my case. He completely turned m... ãã£ãšèŠã
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AVOID!!! Door-to-door sales rep came to my house. Started by asking if I saw anyone climbing the telephone pole. I asked why and whether he's selling anything. He responded by copying me and mocking m... ãã£ãšèŠã
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Chris Bellot fitted my fiber today he was amazing,kind,polite and worked hard and made sure everything was neat and in order tidy up after himself made sure everything was up and running and I was ha... ãã£ãšèŠã
Been with these guys for 4 years now, and the speed is just amazing, as we need a speedy upload connection. Very happy to say it's off the scale, as is the download speed!! Had an issue with my co... ãã£ãšèŠã
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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.
The best broadband, that's 100% full fibre, fast fair and affordable.
25 Wilton Road, SW1V 1LW, London, è±åœ
4.0
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Avoid their mesh Wi-Fi. The equipment is useless and gives terrible coverage.
I emailed to cancel the Mesh add on, on day 12, inside the 14-day cooling-off window. Because I missed their return calls while travelling, they closed my ticket and tried to hit me with an early termination fee. Their excuse is that the phone call was necessary for security reasons but I never gave them authorisation to close my ticket. They didn't even notify me they closed it until I started complaining!
Instead of fixing their own mistake, they tried to haggle with me, first offering 50% off the incorrectly applied fee, then dropping it to £50. Total gaslighting.
They only backed down and dropped the fee to zero when I quoted their own terms back to them and demanded a deadlock letter for the Ombudsman. So stand your ground if you are in the right. Of course the fees were dropped 'as a gesture of goodwill' and denying all responsibility.
Fibre line is fine, but customer service is a nightmare. Will be now reporting them to Ofcom for creating unfair barriers to cancellation.
Hey!Broadband ããã®åç
Hi Alex,
Thank you for taking the time to share your feedback.
We're sorry to hear that your experience with our Mesh Wi-Fi service and subsequent cancellation process did not meet your expectations.
Having reviewed your account, we can see that there was a dispute regarding the cancellation of your Mesh Wi-Fi add-on and the application of Early Termination Fees. Following a full review of the available evidence, the charges were removed and the matter was resolved.
We appreciate that the process and communications surrounding this issue caused frustration, particularly whilst you were travelling. Customer security is extremely important to us and, in some circumstances, we may need to speak directly with customers before actioning changes to an account. However, we recognise that clear communication throughout this process is equally important.
Whilst we appreciate that you remain dissatisfied with how this matter was handled, we are pleased that a resolution was ultimately reached.
Thank you for your feedback, which will be shared with the relevant teams as we continue to review and improve our customer journeys.
All the best,
Khushi
H!B
When we went to renew customer services listen to our concerns and acted on them , they keep you informed of any outages,no issues in my time with them , Always had problems with old copper service providers ,and always slow to respond
Hey!Broadband ããã®åç
Hey there!
Thanks for your feedback - really good to hear the renewal process went smoothly and that your concerns were listened to and acted on.
Itâs also great to know youâre getting clear communication around outages and have had a reliable experience overall compared to previous providers. We really appreciate you taking the time to share this.
Best wishes,
Khushi
H!B
Chris bellott engineer installed my hey broadband and he is such a nice man. Gave full service and calmly teach me how to do the things and how to manage this devices. I am very with his job . Thanks.ð
Hey!Broadband ããã®åç
Hey! Parminder,
Thank you for taking the time to leave us a review. I am so pleased to see you had a 5 star experience with our installer. This is exactly the service we wish to deliver. We are glad you chose us to stay #happilyconnected.
Happy streaming.
Best wishes,
Khushi
H!B
Great job Chris ballot,
On time well done
Hey!Broadband ããã®åç
Hey! M Asim,
Thank you for taking the time to leave us a review. I am so pleased to see you had a 5 star experience with our installer. This is exactly the service we wish to deliver. We are glad you chose us to stay #happilyconnected.
Happy streaming.
Best wishes,
Khushi
H!B
The pricing is very good and the service has been excellent. I only gave a 4 star review because when my contract ran out they tried to radically increase the price. With some bartering on the phone they brpought the price back down to just an increase of £3.00 a month from almost doubling it. The price I pay now is £30.00 per month.
Hey!Broadband ããã®åç
Hey there,
Thank you for taking the time to leave a review.
We're delighted to hear you've found both our pricing and service to be excellent.
We appreciate your comments regarding pricing at the end of your contract term. Like many providers, our promotional offers are typically tied to fixed-term agreements, and we're pleased our team was able to discuss the options available and find a package that worked for you.
As we've only just missed out on a 5-star rating, we'd love to understand what we could have done differently to earn that final star. If you'd be willing to share any further feedback, please contact us at info@heyb.co.uk quoting your review.
We value your custom and would welcome the opportunity to continue improving your experience. If we can address any remaining concerns, we hope you might consider updating your review in the future.
Best wishes,
Khushi
H!B
Good provider fast broadband and reasonable price. A bit of a connectivity issue in some parts of the house so need to resolve that
Hey!Broadband ããã®åç
Hey Rishidar,
Thank you for taking the time to leave a review.
We're delighted to hear you're enjoying our fast broadband speeds and competitive pricing.
We're sorry to hear you've experienced some connectivity issues in certain areas of your home. In many cases, this can be resolved with a few adjustments or by exploring options to improve Wi-Fi coverage throughout the property.
As we've only just missed out on a 5-star rating, we'd love the opportunity to put things right. Please contact us at info@heyb.co.uk quoting your review and our team will be happy to investigate the issue and help improve your experience.
We value your feedback and hope that, once we've had the chance to assist, you might consider updating your review in the future.
Best wishes,
Khushi
H!B
Hey!Broadband ããã®åç
Hey there!
Thank you for taking the time to leave us a review. We are so grateful for your kind words and your 5 star! Don't forget, you can share your referral code with friends and family to share the love, connection and both earn an Amazon voucher!
Happy streaming and best wishes,
Khushi
H!B
The installation process was a nightmare! Took just over a month...engineers couldn't decide if a cherry picker was required...took 3 visits to then not use it.
Hey!Broadband ããã®åç
Hi Nicola,
Thanks for your feedback and Iâm sorry to hear the installation process was so frustrating.
Multiple visits and unclear planning around equipment like a cherry picker shouldnât be happening and we understand how disruptive delays like that can be when youâre trying to get connected.
We did try to reach out via Trustpilot for more details so we could review your installation properly, but didnât hear back, so we havenât been able to investigate the case.
If youâd like this looked into, please email info@heyb.co.uk referencing this review.
All the best,
Khushi
H!B
its working all good for me been getting my friends to change over as will
Hey!Broadband ããã®åç
Hey! Susan,
Thank you for taking the time to leave us a review. We are so grateful for your kind words and your 5 star! I am so pleased to hear you're making the most of our Amazon voucher referral scheme - there is nothing like sharing the love (and connection) PLUS earning a voucher for it! Keep an eye on our social media @heybroadband for updates to our referral scheme including incentive increases :)
Happy streaming and best wishes,
Khushi
H!B
I keep getting a bill for my broadband that is higher than what I agreed and each time I need to raise a complaint! This year it has happened twice and itâs only June! They need to have better processes in place to ensure customers are not getting charged more than what was agreed
Hey!Broadband ããã®åç
Hi Jodie,
Thank you for your review.
Following a more detailed investigation into your account, we would like to clarify our previous response.
At the time of our original reply, the information available indicated that the increase in your bill was due to a promotional discount ending. However, after a full investigation by our Billing Team, it was established that the charges in question were actually the result of a system error. We apologise for the confusion caused.
We appreciate your frustration at having had to raise billing concerns on more than one occasion. Whilst our original response was based on the information available at the time, subsequent investigations allowed us to identify and correct the underlying issue.
As discussed directly with you, your account has now been reviewed in full and will continue to be monitored closely by our Billing Team to ensure that future charges are accurate.
We take billing accuracy extremely seriously and appreciate you bringing this matter to our attention.
All the best,
Khushi
H!B
Someone showed up to try and sell us broadband and wouldn't take no for an answer. It felt rude to shut the door in his face because it is his job to go around but he would not take the hint that we didn't want to buy anything. On principle I will never be using this company
Update: they continued to send my partner emails to sign up, and called him no less than 5 times this morning to harass him to make him sign a contract. We told them to go away and they won't
Hey!Broadband ããã®åç
Hi Rachel,
We're sorry to hear that your experience left you with this impression.
Our sales representatives are expected to act professionally, respectfully and to leave immediately if a customer indicates they are not interested. The experience you've described is not in line with the standards we expect from anyone representing Hey!Broadband.
Following your review, we requested further information so that we could identify the representative involved and investigate the matter thoroughly. Unfortunately, we did not receive a response, which means we have been unable to carry out a full investigation or take any appropriate action.
We're also sorry to hear about your concerns regarding follow-up calls and emails. If you would still be willing to assist, please contact us at info@heyb.co.uk with your address or any details that may help us identify the sales representative. We take feedback of this nature seriously and would welcome the opportunity to investigate further.
All the best,
Khushi
H!B
The Fiber internet works well. It has had no outages in recent months, and the system behaves itself well.
The service help line is excellent.
Hey!Broadband ããã®åç
Hey! Chris
Thank you for taking the time to leave us a review. We are so grateful for your kind words and your 5 star! Don't forget, you can share your referral code with friends and family to share the love, connection and both earn an Amazon voucher!
Happy streaming and best wishes,
Khushi
H!B
On 8th June 26 I called customer service for my Billing & my renewed contract. Advisor
Mrs Hlengiwe Dawn Ngcobo attend the call. During the call she understand me. She explains me everything in details. She was very knowledgeable & professional in her job. Her role is very important to build trust in
Hey Broadband.
Thank you very much
Mrs. Dawn for your help
Your help is much appreciated.
Hey!Broadband ããã®åç
Hey! Vinukant,
Many thanks for taking the time to leave us a 5 star review. Wow! Your kind words mean a lot to us. Thanks for being a valued customer of Hey!Broadband and for choosing us to stay #happilyconnected
Don't forget, you can share your referral code with friend and family to share the love (and connection) to earn and share a £50 Amazon Voucher!
Best wishes,
Khushi
H!B
The broadband is very good and reliable - no problems at all. Also contact with them is good and they are very helpful. Overall a great company :-)
Hey!Broadband ããã®åç
Hey! Paul,
Many thanks for taking the time to leave us a 5 star review. Wow! Your kind words mean a lot to us. Thanks for being a valued customer of Hey!Broadband and for choosing us to stay #happilyconnected
Don't forget, you can share your referral code with friend and family to share the love (and connection) to earn and share a £50 Amazon Voucher!
Best wishes,
Khushi
H!B
Very good service with chris bellott
Hey!Broadband ããã®åç
Hey! Guljit,
Many thanks for taking the time for leaving us a review. We are so over the moon to hear you had an excellent experience getting happily connected with our installer!
We would be so grateful if you dropped us a follow on Instagram: @heybroadband - it is a great way to stay happily connected with us!
Best wishes,
Khushi
H!B
best descision made - super fast, reliable and great wifi!
Hey!Broadband ããã®åç
Hey! Dan,
Many thanks for taking the time to leave us a 5 star review. Wow! Your kind words mean a lot to us. Thanks for being a valued customer of Hey!Broadband and for choosing us to stay #happilyconnected
Don't forget, you can share your referral code with friend and family to share the love (and connection) to earn and share a £50 Amazon Voucher!
Best wishes,
Khushi
H!B
Denis is an outstanding member of your technical support team who persisted with a problem for a week until the problem was resolved
Hey!Broadband ããã®åç
Hey! John,
Many thanks for taking the time to leave us a 5 star review. Wow! Your kind words mean a lot to us. Thanks for being a valued customer of Hey!Broadband and for choosing us to stay #happilyconnected
Don't forget, you can share your referral code with friend and family to share the love (and connection) to earn and share a £50 Amazon Voucher!
Best wishes,
Khushi
H!B
I signed up for Hey! Broadband expecting a reliable connection, but the actual experience has been incredibly disappointing. I live in a small flat, and the Wi-Fi signal completely drops out in my living room. It has been a dead zone since day one.
When I reached out to customer service, their only solution was to try and upsell me on "Mesh Wi-Fi pods" for an extra £10 a month on a mandatory 12-month contract. I find it completely unacceptable to be charged extra just to get a basic wireless signal to travel a few meters into the next room. Other major providers like Sky resolve coverage issues by providing necessary equipment free of charge.
When technical support finally tried a remote "fix," they just forced my router onto the 2.4GHz band. Anyone living in a block of flats knows this just leads to slow, heavily interfered speedsâand it completely failed to fix the dead zone anyway.
To top it all off, the customer service team clearly relies on lazy, copy-and-pasted scripts. In their last email, they didn't even bother to check my account details properly and addressed me by the completely wrong name.
Instead of actually resolving the hardware issue, they have now told me to contact their cancellations department. If you want a provider that actually delivers reliable whole-home coverage and cares about customer service, look elsewhere.
Hey!Broadband ããã®åç
Hi Shakir,
We're sorry to hear that your initial Wi-Fi experience did not meet your expectations.
Having reviewed your account, we can see that our Technical Support team carried out troubleshooting, including changes to your Wi-Fi configuration, in an effort to improve coverage within your property. When those measures did not fully resolve the issue, alternative solutions were discussed.
We would like to clarify that Wi-Fi coverage and broadband speed are two different things. Whilst we deliver broadband to the property, Wi-Fi performance within the home can be influenced by factors such as property layout, construction materials, device capability and environmental interference. Where additional equipment is required to extend Wi-Fi coverage, this is not provided free of charge.
We also acknowledge your comments regarding communication and apologise if any correspondence contained incorrect personal details.
Most importantly, we're pleased that a solution has now been agreed and accepted, with an engineer scheduled to attend and install the equipment required to improve coverage throughout your home.
We hope this resolves the concerns raised and allows you to enjoy the service as intended. We hope you will consider updating your review .
All the best,
Khushi
H!B
Whilst the actual fibre service is great. When they have an issue the service is absolutely terrible. The worst customer service team I have ever dealt with (and Iâve worked in the industry for over 20 years). A couple of months back I had 3 live complaints at the same time. None dealt with properly and 1 which was cut & dry closed in their favour. The others I only got sorted when I raised to governing bodies for support. I will be leaving them as soon as I can and wouldnât recommend them to anyone. Only giving 2 stars instead of 1 due to the fibre service being good when itâs working.
Have reduced to 1 star as they asked for more information and specific details of my complaints. Howâs about they actually do some of the work and look at their own files for once. Unbelievable.
Hey!Broadband ããã®åç
Dear Matthew,
We sincerely apologise for any inconvenience and frustration caused.
We also asked for further information via Trustpilot, as weâre unable to locate account details from a Trustpilot profile name alone. This is for security reasons and to ensure we provide an accurate and detailed response to the correct account. Without these details, weâre unable to investigate or progress the issue.
We can see that your initial complaint was closed due to no response received at the time. Regarding your second complaint, we were unable to find any record of the claim on our system, and therefore could not progress or apply any adjustment without supporting information.
When we request additional details, it is simply to ensure we fully understand the issue and avoid any discrepancies, so we can investigate and resolve matters fairly and accurately. Where valid claims are supported by the correct information, we always aim to apply the appropriate credit, and we can see that credits have been issued where applicable.
Weâre sorry to hear you felt the need to reduce your rating based on this, as we would always prefer to resolve concerns directly and fully once we have the necessary details.
We are continuously working to improve our service based on customer feedback and we hope we can turn your experience around in the future.
All the best,
Khushi
H!B
Dishonest with their sales and billing. Sold at one price, neglecting to say that the price will increase after 2 months. Also, after the annual increase was applied, they back dated the increase to the 2 months prior to the supposed date of the increase.
Hey!Broadband ããã®åç
Hi Colin,
Thanks for your feedback and Iâm sorry to hear about the billing concerns youâve raised.
Weâre not able to see any evidence of intentional misrepresentation of pricing or backdating charges without reviewing your account in detail, but I understand why this would feel unacceptable if thatâs how it appeared from your side. This is exactly the kind of issue that needs a proper billing investigation rather than back-and-forth assumptions.
We did try to reach out via Trustpilot for more details so we could look into this properly, but didnât hear back, so we havenât been able to review your case.
If youâd like this escalated, please email info@heyb.co.uk referencing this review.
All the best,
Khushi
H!B
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