Neil Rees

Feb 28, 2024

What the hell happened at Heart?!

When I first signed up as a Reseller with Heart Internet more than a decade ago, they were amazing - modern, forward thinking, affordable, approachable - and after the first couple of years with them I would have given them 5 stars without hesitation. Cut to today, 1 star is being generous. I don't know what has happened at Heart but they now have the air of one of those companies who just really can't be arsed providing a decent service, or to evolve, and instead focus their attention almost solely on ripping off loyal customers. Their servers are sluggish and unreliable (with the occasional huge data breach or serious downtime), their systems are bloated and outdated and their customer service is seriously lacking (or permanently on holiday!!). My biggest concern of late is their penchant for charging you for services or products that you now longer have with them, or that have expired - domains, security certificates, premium mailboxes - they'll keep auto-billing you and will come up with some bullsh*t reason why they have been doing so. I've finally got around to moving all my customers to a far superior (as well as far cheaper) company and the sense of relief at being free from Heart Internet is palpable! Such a shame to think of how great they once were. Avoid at all costs. (p.s. Hilarious and speaks volumes to how clueless this company has become that they now feature Trustpilot so prominently at the top of their site when reviews are so dire). Final note, even when trying to close the account, there was no function on the site to do this (despite it claiming their was in their support FAQs and even when I opened a support ticket requesting closure, I received no response from it. I had to get my bank to block any further payments from Heart to be sure they wouldn't keep ripping me off. Reply to their comment: even when I turned autorenewal off on products, I continued to be billed for them, which screams of massive flaws in their systems.