Just renewed for another 2 years with Hey, have only ever had one problem in all that time and that was shown on their website and resolved very quickly. I have the 900mbs package which consistently s... See more
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I had an issue with my IP address today so called Hey Broadband customer support team. My call was answered quickly and professionally by Mandy, who then put me in contact with Daniel Hansraj, a Techn... See more
Company replied
Clean, tidy and quick service provided by engineer Pedro Brito. Arrived on time, explained step by step and did not leave until helping me connecting everything. Definitely recommend!
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... See more
Company replied
Company details
Written by the company
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.
Transform your home with Hey!Broadband 100% full fibre!
The best broadband, that's 100% full fibre, fast fair and affordable.
Bringing you the fastest, most affordable broadband available, you do not have to compromise on quality with our 100% future-ready full fibre! Plus you get an installation (worth £150) and router provided for free!
Contact info
25 Wilton Road, SW1V 1LW, London, United Kingdom
- 0330 822 2878
- info@heyb.co.uk
- heybroadband.co.uk
4.0
Great
6K reviews
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This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 week
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Terrible service and customer care
It has been the most stressful, disappointing experience. Agents promise one thing then they renege on it. The credit they promised on our account has not been applied and they seem to have 'forgotten' about the email they sent offering another £50. Also, they are now asking for reams of proof about the extra time we had to stay with our previous broadband provider, Plusnet, because of their mistakes. I really regret having gone to Hey Broadband. When the contract is over we will definitely go back to Plusnet if possible. (The only reason we left is because they don't offer a fibre plus landline package.) This was all in June and July 2026
16 July 2026
Unprompted review
Reply from Hey!Broadband
Hi Nikki,
We're sorry to hear that your experience has left you feeling this way.
We understand how frustrating it is when expectations aren't met, particularly where credits and account updates are concerned.
Having reviewed your case, we can confirm that the issues raised related to the One Touch Switch process following your move between providers, rather than your installation. However, we recognise that the communication and handling of your case should have been clearer, and we're sorry for the frustration this caused.
We have since reviewed your account and are working directly with you to complete the outstanding actions that were previously agreed.
We appreciate your patience whilst this has been resolved and remain committed to delivering the 5-star experience we strive to provide to all of our customers.
All the best,
Khushi
H!B
Very disppointing
Currently on our third day with no internet or landline and no resolution in sight. Hey!Broadband did some planned maintenance at 2am on Tuesday morning and we lost internet (as expected) but it's not come back since. Despite the coincidence with the maintenance timing, Hey! Broadband seem determined to place the blame on us and we've had to disconnect/reconnect/reset the router and modem multiple times - I've even had to send photos proving that the cables are all where they should be.
Having read their terms and conditions, I am horrified to see that I can only leave without a penalty if we're without internet for 30 days!!! Apparently I have to pay for nothing. Also, and quite unsurprisingly, Hey!Broadband do not appear to have signed up for Offcom's automatic compensation agreement....
I know three days is not very long, but I don't get the impression that HB are looking to get this sorted anytime soon.
14 July 2026
Unprompted review
Reply from Hey!Broadband
Hi Sarah,
We're sorry to hear about your experience.
We completely understand how frustrating it is to be without your broadband and landline for several days, particularly after planned maintenance. We also appreciate how concerning it can be when you don't feel you have a clear resolution or timeline.
Unfortunately, as we were unable to identify your account from your review, we can't investigate the circumstances surrounding the fault or the support you received.
We'd welcome the opportunity to look into this for you. Please contact us at info@heyb.co.uk, quoting your review and including your HB number or full service address and a member of our Technical Support team will investigate the issue, review the communications you've received and ensure you're provided with an update.
We appreciate your feedback, as it helps us identify where we can improve both our service and communication. We're committed to delivering the 5-star experience we strive for and hope you'll give us the opportunity to turn your experience around.
All the best,
Khushi
H!B
Good service agent Alwande Sithebe
16 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Viktor,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with us - this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Best wishes,
Khushi
H!B
I was connected with Ash from the Tech…
I was connected with Ash from the Tech department. Ash was an inspiration and helped me connect my Hey Broadband together with my TV; HP laptop; IPhone and my bedroom TV too. Ash was very helpful and he was extremely polite with patience as I’m an OAP. Ash is most definitely a golden asset to the Hey Broadband group. Ash definitely deserves a pay rise. Good luck Ash.
Steve Lacey
High Wycombe near Heathrow UK. 😎👍
16 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Stephen,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with us - this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Best wishes,
Khushi
H!B
Great job very professional and…
Great job very professional and knowledgeable to questions asked installer was stefan
16 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Nicholas,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with us - this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Thanks for choosing Hey!B to stay #happilyconnected
Best wishes,
Khushi
H!B
Absolute circus of a company. 0 stars if I could
If I could give Hey! Broadband 0 stars, I would.
This latest issue wasn't a one-off. In the past, my connection has gone down several times for multiple days at a time, always accompanied by absolutely zero communication or updates from their team.
The final straw began when my service went completely dead on Sunday, June 21st. They left me with absolutely no connection for 3 full days before an engineer even visited. Instead of offering support during those days, their technical team actively tried to intimidate me with threats of "Engineer Visit Fees" if the fault was "on my side."
When an engineer finally showed up (two hours late with zero communication), they confirmed the issue was 100% external—a fragile fiber optic cable they had lazily strung directly through a tree, which had physically severed. Instead of fixing it urgently, they told me they couldn’t get a cherry picker out to repair their own infrastructure for over a week.
Because I need internet to live and work, I had no choice but to reject the contract and switch to another provider to get back online. Now, they are trying to hold me hostage with a ridiculous £590.79 early termination fee for a service they physically failed to deliver.
I raised a formal complaint, and they have done nothing but ignore my evidence, send insulting automated "we are investigating" templates, and drag their feet waiting for their internal "24 working days" clock to run down. Zero urgency, zero apologies, and zero customer service.
Avoid Hey! Broadband at all costs. I will be taking this straight to the Communications Ombudsman the second their complaints window officially lapses.
Ticket Reference: HBTK292484
21 June 2026
Unprompted review
Reply from Hey!Broadband
Hi Jay,
We're sorry to read about your experience and appreciate how frustrating a prolonged loss of service can be, particularly when you rely on your broadband for work.
Having reviewed your case, we can confirm that the fault was reported on 21 June and an engineer attended on 24 June. We acknowledge that the engineer arrived later than expected and that our communication around the delay could have been better. During the visit, it was identified that specialist access equipment was required to complete the repair, meaning the fault could not be resolved during the initial appointment.
We'd also like to clarify that, whenever an engineer visit is arranged, we advise customers that a charge may apply if the fault is found to be caused by customer-owned equipment or internal wiring. This is a standard industry practice and is intended to make customers aware of potential charges, not to discourage them from reporting faults.
We appreciate your comments regarding previous outages and recognise that, whilst service notifications were issued during network incidents affecting your area, the communication did not meet your expectations.
Your formal complaint remains under investigation and has not been ignored. The evidence you've provided, together with the fault history, engineer attendance and communications, will all be considered before a final outcome is issued. As your account was cancelled during the minimum term, an early termination charge was generated in line with the contract; however, the application of that charge also forms part of the ongoing complaint review.
We're sorry for the disruption and frustration you've experienced and remain committed to providing you with a full and fair resolution once our investigation has been completed.
All the best,
Khushi
H!B
Outstanding customer service…
Outstanding customer service from HeyBroadband- Especially from sales rep Matt Jones. Super helpful and polite and make the whole process of switching companies effortless. Took the time to explain things which was the most impressive aspect of the sevice.
15 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Wesley,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with our sales team- this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Thanks for choosing Hey!B to stay #happilyconnected
Best wishes,
Khushi
H!B
Chris Bellot was very helpful and…
Chris Bellot was very helpful and worked speedy and respectful. The service was great. After he installed the router he showed the speeds and told us everything on how to get connected and was wonderful the entire time he was here
15 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Roxsan,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with us - this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Thanks for choosing Hey!B to stay #happilyconnected
Best wishes,
Khushi
H!B
Great service
Great service. Mandisa was very helpful and sorted out my issue promptly and efficiently.
15 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! ABan,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with us - this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Thanks for choosing Hey!B to stay #happilyconnected
Best wishes,
Khushi
H!B
Chris Bellott , your service was amazing…recommend
Chris ballot your service was amazing thank you for coming.
15 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Lester,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with us - this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Thanks for choosing Hey!B to stay #happilyconnected
Best wishes,
Khushi
H!B
Very quick service from Daniel all up…
Very quick service from Daniel all up and running thanks
15 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Neil,
Thanks for taking the time to leave us a review. Its so nice to hear you have had an exceptional experience with us - this is the 5 star service we strive to deliver!
Don't forget, you can use your referral code to share the love (+ fibre) and receive a £50 Amazon Voucher on a successful sign up! Your referral gets £50 too!
Thanks for choosing Hey!B to stay #happilyconnected
Best wishes,
Khushi
H!B
The worker Mr C Bellott
The worker Mr C. Bellott actually replaced an ugly black wire( which previous worker left ) to a better one and I was pleased
14 July 2026
Unprompted review
Reply from Hey!Broadband
Hi Pret,
Thank you for taking the time to leave us a review.
We're delighted to hear that Chris was able to resolve your installation concern and that you're pleased with the outcome. We'll be sure to pass your kind words on to him, as we're sure he'll appreciate the recognition.
Whilst we're pleased we were able to improve your experience, we're always looking for ways to do better. As we're committed to delivering the 5-star experience we strive for, we hope you'll consider updating your review and rating in the future.
Thank you again for your feedback and for choosing Hey!Broadband.
All the best,
Khushi
H!B
Yadwinder done work quick and good his…
Yadwinder done work quick and good his job neatly excellent work
14 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Matt,
Many thanks for taking the time to leave us a review. We are so thrilled to hear you have had a 5 star experience with Hey!Broadband. Reviews like yours truly keep us going. Remember, you can share your referral code with your friends and family to get them #happilyconnected with us and you can both earn rewards for this!
Thanks for choosing us & best wishes,
Khushi
H!B
I honestly can’t believe how this has…
I honestly can’t believe how this has been handled.
Due to unexpected personal circumstances, we had to move home before the end of our contract. We first contacted Hey! Broadband to cancel, then tried every possible alternative to avoid doing so.
We asked to transfer the service to our new address, but were told Hey! Broadband doesn’t provide coverage there. We then asked if the account could be transferred to the new tenant moving into our previous property, so the service could continue. That was refused as well.
After trying every reasonable option, we are still being asked to pay around £500 in early termination fees, despite the fact that Hey! Broadband cannot provide service at our new address and wouldn’t allow anyone else to take over the contract.
We weren’t trying to get out of the contract for a better deal—we simply had to move and genuinely wanted to find a solution. Instead, every option was rejected and we were left with a huge bill.
Extremely disappointing customer service. I would strongly encourage anyone considering a long-term contract to think carefully before signing.
UPDATE (20th Jul 2026): Great news! Hey! Broadband says they've "found a solution."
Except... they didn't.
The solution was entirely our idea: arranging for the new tenant to reimburse us every month while we continue paying Hey! Broadband under our own account.
So after refusing every option we suggested, they're now taking credit for the only solution that actually worked.
And, just to top it off, they reminded us that if we don't send the router back at the end of the contract, they'll charge us another £90.
Thanks for proving exactly why we left this review in the first place.
13 July 2026
Unprompted review
Reply from Hey!Broadband
Hi Emily,
We're sorry to hear that your move resulted in such a frustrating experience, and we appreciate you taking the time to share your feedback.
We understand that you initially explored a number of options to avoid cancelling your service. Unfortunately, we aren't able to transfer an existing customer's account to another individual, as customer accounts contain personal, billing and credit information.
However, after discussing your circumstances further, we're pleased that we were able to work with you to find an alternative solution. Rather than proceeding with the cancellation, we were able to renew the existing account, allowing the service to continue at the property.
We're glad we could reach a resolution and appreciate your willingness to work with our team. We hope this outcome has helped address your concerns and, if you feel we've resolved the matter to your satisfaction, we'd be grateful if you would consider updating your review.
All the best,
Khushi
H!B
Absolutely terrible customer service.
Absolutely terrible customer service.
I had to move home unexpectedly due to personal circumstances and contacted Hey! Broadband to cancel my contract. After numerous phone calls, emails and a great deal of back and forth, I tried everything I could to avoid cancelling.
First, I asked if I could transfer my broadband to my new address. I was told that Hey! Broadband does not provide service there, so transferring the contract wasn’t possible.
I then asked if the account could be transferred to the new tenant who is moving into my old property so the service could continue at the original address. That was also refused.
Despite offering every reasonable solution, I am still expected to pay around £500 in early termination fees. In other words, I have to pay hundreds of pounds for absolutely nothing.
I wasn’t leaving because I found a better deal or because I was unhappy with the broadband. I simply had to move unexpectedly, and I genuinely tried everything possible to keep the contract going. Hey! Broadband rejected every solution and still expects me to pay.
This is one of the worst customer service experiences I’ve ever had. If you sign a long-term contract with this company, be aware that if life circumstances change, don’t expect any flexibility or understanding—even when they can’t provide service at your new address and won’t allow someone else to take over the account at your old one.
I will never use Hey! Broadband again and would not recommend them to anyone.
If I could I would give 0 stars.
UPDATE: Now they answered (20th Jul 26) saying that they FOUND a solution!!!! OMG, I am the one that found a solution by getting the current tenant to pay me every month so I can keep paying their shitty service.
And they even had the nerve to tell me that in 2 years unless I ship back the equipment I need to pay an extra 90 gbp for the router.
You guys are unbelievable.
13 July 2026
Unprompted review
Reply from Hey!Broadband
Hi Antia,
We're sorry to hear that your move resulted in such a frustrating experience, and we appreciate you taking the time to share your feedback.
We understand that you initially explored a number of options to avoid cancelling your service. Unfortunately, we aren't able to transfer an existing customer's account to another individual, as customer accounts contain personal, billing and credit information.
However, after discussing your circumstances further, we're pleased that we were able to work with you to find an alternative solution. Rather than proceeding with the cancellation, we were able to renew the existing account, allowing the service to continue at the property.
We're glad we could reach a resolution and appreciate your willingness to work with our team. We hope this outcome has helped address your concerns and, if you feel we've resolved the matter to your satisfaction, we'd be grateful if you would consider updating your review.
All the best,
Khushi
H!B
Excellent customer service!The advisor.
Excellent customer service!The advisor had an amazing telephone manner, a lovely voice and was very polite throughout the call.They listen carefully, answered my question and reassured me that everything that I requested will ne done. I felt confident that my issue was in good hands,a good credit to the company!
13 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Carlinda,
Many thanks for taking the time to leave us a review. We are so thrilled to hear you have had a 5 star experience with Hey!Broadband. Reviews like yours truly keep us going. Remember, you can share your referral code with your friends and family to get them #happilyconnected with us and you can both earn rewards for this!
Thanks for choosing us & best wishes,
Khushi
H!B
Rectified a problem caused by the initial installation
Yadwinder was able to explain the problem and fix the issue neatly. The initial install had a latent problem which only manifested recently, causing the connection to drop and recover randomly.
HeyBroadband were helpful in getting the problem resolved.
13 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Nick,
Many thanks for taking the time to leave us a review. We are so thrilled to hear you have had a 5 star experience with Hey!Broadband. Reviews like yours truly keep us going. Remember, you can share your referral code with your friends and family to get them #happilyconnected with us and you can both earn rewards for this!
Thanks for choosing us & best wishes,
Khushi
H!B
Yadwinder was great
Yadwinder was great! Quick installation and got the job done very quickly and also hoovered up all the mess made from the drilling to run the cables.
13 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Lucy,
Many thanks for taking the time to leave us a review. We are so thrilled to hear you have had a 5 star experience with Hey!Broadband. Reviews like yours truly keep us going. Remember, you can share your referral code with your friends and family to get them #happilyconnected with us and you can both earn rewards for this!
Thanks for choosing us & best wishes,
Khushi
H!B
Amazing Customer Service from Sandile Mhlanga
I recently moved house and wanted to understand the process a bit better. I spoke to Sandile Mhlanga who was very helpful and provided me with useful information. The customer service provided was amazing.
10 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Sam,
Many thanks for taking the time to leave us a review. We are so thrilled to hear you have had a 5 star experience with Hey!Broadband. Reviews like yours truly keep us going. Remember, you can share your referral code with your friends and family to get them #happilyconnected with us and you can both earn rewards for this!
Thanks for choosing us & best wishes,
Khushi
H!B
Ash from the Technical Support Team was…
Ash from the Technical Support Team is an absolute Gem of a person. Not only was he polite, courteous & patient but also very knowledgeable about his profession. He applied various methods to approach & finally resolve my problem. I would always ask for him if I had any issues moving forward & would comfortably commend his name for promotion as he rightfully deserves this!!!!
12 July 2026
Unprompted review
Reply from Hey!Broadband
Hey! Rishabh,
Many thanks for taking the time to leave us a review. We are so thrilled to hear you have had a 5 star experience with Hey!Broadband. Reviews like yours truly keep us going. Remember, you can share your referral code with your friends and family to get them #happilyconnected with us and you can both earn rewards for this!
Thanks for choosing us & best wishes,
Khushi
H!B
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