Q: Can you please explain my bill?

Please see our bill explanation

Question 1

Can you please explain my bill?

Accepted Answer

Question 2

How come my neighbour can get connected but I can’t?

Accepted Answer

Our deployment team do their best to include as many premises as they can in our coverage area. However, there are times when unexpected technical issues stop us from covering some areas or premises.

Question 3

How will Hey!Broadband be installed?

Accepted Answer

Our engineers will connect the fibre from either a telephone pole overhead, trench underground or ducting overground to your home. It should take up to three hours until your ultra-fast connection is up and running.

If our engineers find that they cannot complete the installation due to a technical issue, we may need to arrange for specialists or extra equipment. These cases will be considered bespoke installations so and any costs will need to be signed and agreed with you before we undertake work on your property.

Question 4

I’d like the router to go in a specific location in my house. Will there be any costs for this?

Accepted Answer

Our installers will determine the best location for your router. If you would like the router to be in a different location which requires more than one hour of work at your premises, our installer will inform you of the bespoke installation charges that apply.

Question 5

When will my amazon voucher be delivered?

Accepted Answer

If your purchase included the 'Amazon Gift Card' promotion, the Amazon voucher will be delivered to you within 30 days after your successful installation date. Please note: you will not receive your voucher before you have completed the cooling period. For more info please refer to our promotional t&c's.

Question 6

How can you offer such high speeds that my current provider can’t?

Accepted Answer

We run on our own full fibre network. Our network uses fibre optic technology, which allows signals to pass at light speed, from the town phone exchange straight to your home.

Other companies piggyback off of the existing copper infrastructure originally meant for landlines, and whilst some may use fibre for part of the connection, the copper inevitably slows down their connection speeds.

This is why we can offer you gigabit speeds; the fastest speeds available on the market.

Question 7

How fast is my internet going to be?

Accepted Answer

If you choose our Superfast 150Mbps package, you can download at a speed of 150 megabits per second and upload at 150 megabits per second through an ethernet cable connection.

If you choose our Megafast 400Mbps package, you can download at a speed of 400 megabits per second and upload at 400 megabits per second through an ethernet cable connection.

This will allow you to:

Download an entire HD film in less than 4 minutes.
View 4K TV in its full, optimised picture quality.
Use multiple devices at the same time. One family member can play online games, another can watch HD TV, and two other members can watch two different HD films at the same time, without interruptions or decrease in image or sound quality.

If you choose our Gigafast 1000Mbps package, our gigafast speed is 1000 megabits per second symmetrical upload and download speed through an ethernet cable connection.

In addition to what you can do with the Megafast connection above, it will allow you to:

Download an entire HD film in less than a minute.
Upload 1-hour Twitter* or YouTube* videos in HD in only 15 minutes if you create streaming content in your home (Uploading content over a 20 Mbps connection could take up to 12 hours.)

Question 8

What factors will keep me from getting the full speed?

Accepted Answer

Our installers will conduct a speed test to ensure you are getting the full speeds before leaving your home. You may find that your devices do not show the same readings, and this could be due to the capability of your device or cable.

Question 9

Will I get gigabit speeds on my devices connected through WiFi?

Accepted Answer

WiFi speeds will always be slower than the full speeds coming into the router. Several factors contribute to slower than expected speeds, such as the layout of your home, the capability of your device, other programmes that are running on your device, or the distance of your devices from the router. We always recommend that you connect by ethernet cable in order to achieve the full speed.

Question 10

When should I cancel my broadband with my current provider?

Accepted Answer

Installation is subject to certain technical conditions and there is a possibility that we may not be able connect you during the visit. Bearing this in mind, we recommend that you do not cancel your existing broadband until your connection with us is up and running.

Question 11

Can you cancel my contract with my current provider for me?

Accepted Answer

Please contact your provider to let them know you are cancelling their service.

Question 12

Which router model do you provide?

Accepted Answer

To find your router model please click here.

Question 13

Can I get a static IP?

Accepted Answer

Yes, we offer 1 static IP address as an add-on, for additional £5 per month.

Question 14

Can I use my own router?

Accepted Answer

Yes, we provide Bridge Mode* service for free. If you plan to use your own router and require bridge mode, please let us know before installation as this will require a special modem to be installed. Otherwise, you will need to send our router back at your own expenses.

*We are not responsible for any configuration issues or processes for routers that are not provided nor placed by Hey!Broadband when installing a bridge mode. Our team only takes care of installation of the “bridge device” to give customers the possibility to use their own router. We kindly invite our customers to flag any issues with the provider of their router.

Question 15

Do you offer a phone service? Is that the same as a landline?

Accepted Answer

We offer a phone service as an optional add on. It is different from a traditional landline because our phone service runs on VoIP (Voice over IP) technology and so we do not charge a landline fee. Once your phone service is activated, all you need to do is plug your handset into your Hey!Broadband router.

Question 16

I want to port my number. What do I do now?

Accepted Answer

Once you have requested to port your existing phone line, you will receive an email requesting details about your most recent phone bill. We will send the porting request to your current provider once your broadband service with us is up and running. The porting date will be two to three weeks from the date the request is submitted. Please do not cancel your current phone service until you receive confirmation from us that the porting has been completed.

Question 17

What kind of handset do I need?

Accepted Answer

Any traditional (non voip) handset that uses RJ11 cable can be plugged into the router. An RJ11 to BT adaptor will be provided upon installation.

Question 18

How do I contact Customer Service or Tech Support?

Accepted Answer

If you were not able to find the answer you were looking for in these FAQs, please contact us by e-mail on info@heyb.co.uk, and for any technical support queries, please email support@heyb.co.uk. Our free of charge customer service line 0330 822 28 78 is open 7 days a week. Please check for holiday hours by calling our service line. It´s on https://heybroadband.co.uk/help

We are available Mon – Fri from 8 am to 8 pm, Sat - Sun from 8 am to 6pm

Question 19

Why is my first bill higher?

Accepted Answer

Your first bill might be a bit higher because it covers the time from when your service was installed until the end of the current month, as well as the upcoming month's charges. So, for instance, if you were installed on February 15th, 2024, your first bill will include charges from the 16th until the end of February, plus the charge for the entire month of March. This means you're paying for the time you've been active plus the upcoming month all at once.

Question 20

Where do I return my equipment?

Accepted Answer

Please pack the equipment for safe posting, and make sure you write your name, customer number and full address on a piece of paper and include it with any equipment you are sending back to us.

Send all equipment to:
Hey Broadband Returns,
unit 1, Earl House, Hayes End Road,
Hayes UB4 8EH
COA Warehouse

Question 21

I signed up with free months, why is my bill showing me a cost with monthly breakdown?

Accepted Answer

Your bill shows the standard monthly cost of your broadband package, which includes the price without any free months or special discounts you might have received when you signed up. If you have any questions about your bill, feel free to reach out to us at billing@heyb.co.uk, and we'll be happy to assist you.

Question 22

How do we take your payment?

Accepted Answer

We collect payments through direct debit, typically 10 working days after your monthly invoice is sent to you. This way, the process is seamless and convenient for you.

Question 23

I’m having financial difficulties; how can you help?

Accepted Answer

If you're experiencing financial difficulties, please reach out to us at billing@heyb.co.uk. We're here to assist you in finding solutions to help you keep up with your monthly payments. Don't hesitate to contact us, and we'll work together to find the best way forward for you.

Question 24

How do I contact the billing department?

Accepted Answer

If you need to reach our billing department, simply send an email to billing@heyb.co.uk. We're here to assist you with any questions or concerns you may have regarding your billing.

Question 25

How can I change Wi-Fi Channels and Split Frequencies?

Accepted Answer

Changing your Wi-Fi channels and splitting your frequencies can help improve your connection and reduce interference from other networks. Here's how to do it:

Use our step-by-step instructions and tips featured on our blog post: How to Split Wi-Fi Frequencies

Enter your postcode