Heart Internet
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Large increases in support wait times since the change of ownership
We have been using Heart Internet for over 20 years and in the past we have been very impressed with the level of service we have received from them. Support tickets were often answered within 1 to 2 hours and it was always quick and easy to contact support via live chat. Since the change of ownership there has been a noticeable increase in the wait time for tickets to be answered in some cases well over 48 hours, even though they promise a response within 24 hours on their contact page. In some cases I believe we would have had to wait even longer if I had not contacted support via live chat to chase up a repsonse to the ticket. There has also been an increase in cases where their live chat option is unavailable, even though it is stated as being available between 9am and 4pm. Whilst I appreciate that wait times can be longer during busier times it appears to be the norm now that tickets go unanswered for days rather than hours which would suggest that there just aren't enough support staff to keep up with regular demand as opposed to the occasional delay during busier periods. When you do finally get to speak to the support team then the level of support is still very good quality which is one of the reason's I have not rated them lower than 3 stars but in my opinion the level of service has been well below what I was used to receiving from in the past when I would have happily given them 5 stars. Hopefully this is just a glitch and something the company is working on to improve so they can return to their previous level but at the moment it would not appear to be the case.