John Farlam

Oct 25, 2023

Falling standards of support

I've been a heart internet customer for around 14 years and despite a few glitches, always been satisfied with their service. Until this week. It took 4 days to respond to a support request last week. Only answered when I raised a 2nd ticket. Today my 2 websites are down. I put in a priority ticket 5 hours ago. Only got a response after 3 hours. Still not sorted. In the past urgent tickets were dealt with within an hour. Last year telephone support was ended. Now the chat facility has also disappeared. I'm now looking for a new host. I would have recommended then a few years ago. Not any more!