Heart Internet
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Untrustworthy. Incompetent. Use at your own risk.
We were with Heart Internet for over 15 years. Recently we closed our account and moved all sites to a new host because we can no longer trust them. TL; DR: Repeated billing errors, trying to take money from our account without permission (months after we cancelled all services and left them) a refusal to own up to mistakes (let alone apologise), deliberately locking us out of our sites and passing it off as a technical error, then breaking GDPR regulations with respect to our banking and personal data. In their reply (to this post on TrustPilot) Heart say they reached out to help us. That it’s not a problem to fix this. What they say publicly is not how they act in reality. When I phoned them to get this ‘help’ they refused to look into it, saying they couldn’t possibly have made a mistake. They pretty much accused me of lying. Moving to a new host has been an eye-opener for us: Better product, better value, modern user interface and customer service that actually feels like ‘service’. As an (ex) customer it feels as if they’re in decline (certainly not keeping up). From their attitude to customers to their competence at managing basic billing and account services, to the way they hike up prices (see how much they charge for SSL certificates ¬– I now get these free). From our experience we see them as an untrustworthy company. You don’t make mistakes, then lock a business out of their account because of them and make it so utterly painful to resolve. When you make mistakes you don’t blame everyone else, you own them, fix them. And maybe even apologise. And you don’t say you’ve deleted bank details and then try to use them again once the customer has left you. We have reported Heart Internet to the Information Commissioner’s Office for their GDPR failures. I hope Heart wake up to their responsibilities and fix this before we have to take stronger action against them.