We have just moved a number of our customers to Heart (their existing hosting supplier had become unusable after an acquisition acquisition), and I would have to say that they have proven an excellent choice.
We have had a couple of issues, and on every occasion we have found their support to be responsive, intelligent and friendly - quite rare attributes these days!
The only reason I have not awarded five stars is that, in places, their control panels feel a little Linux centric and they don't offer some of the later Microsoft technologies and features such as one-click deployment which would be useful to us.
Overall though, I would say that Heart offer a good, solid, professional hosting service which is exactly what we wanted.
Ive been with Heart Internet for around four years and Im happy to say they offer outstanding customer service, support, as well as feature packed hosting environments.
As a reseller, I find their support for my clients issues is first class. Most enquiries / technical problems are answered within 15 minutes of a ticket raised, and most technical issues normally resolved within an hour of raising them.
Control panels are simple and easy to use for administering websites. Features provided are amazing for the price, and this combined with excellent technical support means that you really cannot find a better provider than Heart Internet, particularly if you are UK hoster.
I've been using Heart Internet as a reseller for almost a year now and in that time have had various support requests ranging from simple to quite complex. Every single request has been answered within an hour (urgent requests within minutes) and always by someone with good technical know how. Some of my requests haven't been possible but every time the customer services rep has suggested another solution or workaround going above and beyond what I would typically expect.
The service itself is outstanding value for money, there have been a couple of hiccups but overall very little downtime. The downtime there has been has been announced on the service status page and always promptly resolved.
I would recommend this service to any web designers looking to have the option to host their own sites.
I have been with Heart Internet since 2009.
I chose this company because they offered unlimited hosting at a competitive price. However, having worked with this company for some time I find it ever increasingly important to have good support. Heart Internet offer some of the best and quickest support I have come across. Sometimes this goes above and beyond their remit.
I host hundreds of websites and utilise Hostpay for automated renewals for my clients and this just works.
Well done keep up the good work
I have used Heart Internet for over 7 years and have found them to be the best in their class for delivering OUTSTANDING customer services.
Nothing is too much trouble for them and their advice is always great.
I once had to send a ticket in at quarter to midnight, expecting a reply the next morning, only to have a reply within 5 minutes of raising the ticket, and my issue resolved within 10 minutes.
That is what I call customer service.
They add a personal human touch to what has fast become an automated world.
Specialtech has been using Heartinternet for more than a year now and I cannot fault there support and service in any way.
I am shocked to read the below negative reviews because my experience is total opposite. Over 15 tickets have been answered so far and we always had a solution from there service staff without asking anything from us. We are no Linux guru's and even though we use a not managed server, they always helped us the best they could while in some circumstances they could have charged us extra admin fee but they did not.
My tickets are answered within 5m no matter what time of the day and they are answered with respect and on my level of knowledge.
For us Heartinternet has been fabulous and as a business we need this trust in a hosting company to build a relationship for the future. We are looking forward to future with confident and we also like to express our gratitude to Heartinternet for being an amazing hosting provider so far.
I would recommend Heartinternet to anyone that is looking for reliable hosting, amazing support and brilliant control panel to expand your business or just for your personal pages.
My company has been with Heart Internet since 2006 and I couldn't be happier. I moved from a particularly difficult company to Heart and from the very first contact I've had almost 100% satisfaction with the service. I cannot foresee a situation where I would move away from Heart & I sincerely hope I can rely on them for years to come.
Like the previous reviewer, I'm a little bit surprised by the negative reviews because my experience has been positive. I've only had one customer service rep who sounded a little off and unfriendly but he still dealt with the problem and I'm big enough to know it's one person, not the whole company.
In terms of server performance, I can't comment on the dedicated server issue from a previous reviewer but the shared server service has always been very reliable. Yes sometimes you get issues but these are always resolved very quickly and politely. In 7 years I've only had instances of downtime lasting more than an hour to my knowledge. I doubt this is any worse than any other shared host.
I'm purchasing a Hybrid service and am looking forward to seeing how much better it is than the shared platforms.
There are no set up fees "per account" with Heart Reseller package which is a huge deal for me. Fasthosts I believe DO charge and that charge (I think £25 per account) would obviously impact my customers).
Heart offer 1-click installs of well known apps like Wordpress, Joomla etc. There are plenty of other features in the hosting service, admittedly most of them you don't need but their custom control panel eXtend is a lovely user friendly interface which makes it easy to manage your packages.
I'm now based in The Netherlands though my UK Company is still very active. I only wish we had a Heart Internet in The Netherlands because there is simply nothing like it.
Quite staggered to read the negative revues here. Have been with Heart for 6 years now as a reseller having been with two previous providers.
Now have about 15 sites running with them for various clients.
Up time over 6 years has been first class and must be close to 99%. The support has been excellent and any problems have been resolved quickly and efficiently. They do seem to be nice people to deal with.
Like all things in this world things go wrong and the internet is no different. People should apply a little more tolerance.
I had a few issue setting up my website, primarily due to my own incompetence.
The fantastic people at Heart Internet worked with me all day to resolve my issues, they were helpful and knowledgeable and excellent to work with.
I signed up for a re-seller hosting account with Heart Internet and was paying £30 per month. Within 3 months I experience severe performance and customer service issues.
All my (and my clients) websites went down simultaneously. One of my biggest clients called me (outraged) as he (and many others) were missing out on vital sales.
I issued a support ticket to Heart Internet immediately however I was bluntly advised by the incompetent, yet arrogant Heart Internet rep that it had nothing to do with Heart Internet at all.
After hours of back and forth a Heart Internet manager finally admitted their engineers had 'broken something' while doing updates to their systems and 'assured' me I was not the only one affected.
I apologised to all my clients for Heart Internet's critical mistake and the issue was resolved.
THE FOLLOWING WEEK the same thing happened.
Long story short; I requested to cancel my contract because they did not meet my (very reasonable) expectations. They refused. They failed to see the logic and said they want their money. Every penny of it.
Heart Internet continued to debit my credit card without my permission. I had to call my bank to have the charges reversed for unauthorised transactions by Heart Internet and to cancel my debit card.
Heart Internet are now regularly posting me threatening letters demanding payment in full (approx £100) for a service which they failed to provide.
This is the first review I have ever felt compelled to write. I hope it serves you well.
We had an unusual situation as needed to change the IPS tags on a domain originally purchased and registered by a third party. Ownership transferred by Nominet but unable to access domain management.
Initially some confusion as customer service didn't appear to grasp the situation but when manager Paul Mellors reviewed the ticket he immediately understood what was required and took rapid action to resolve the situation.
Cannot praise the service enough as Paul found a solution to the difficult situation in which we found ourselves through no fault of our own.
My dedicated server has been offline for over 24 hours. There is no technical support whatsoever. I understand that accidents do happen and they have confirmed it is a hardware problem their end but they cannot answer any questions or give us a time frame as to when the problem will be fixed. All of my websites are currently offline and it is costing us thousands of pounds in lost revenue, let alone damage to our reputation, search rankings and our fixed costs. There is no customer support whatsoever, we are just receiving blanket statements on the ticketing system. We are in the process of seeking legal action against Heart Internet as we have spoken to 8 different people who have claimed there is no way of contacting technical support internally or that they do not have a supervisor or manager to speak to.
Took them 64 hours just to work out the network card had become faulty. Now considering this is a very simple hardware issue that could be sorted in minutes.
[UPDATE 2]: Compensation. Supposedly nobody in their sales team has a supervisor or manager and nobody has the power to even discuss compensation
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