Heart Internet Reviews

Similar issue to another review which I read here. Have had no need to contact Heart Internet since it was sold to Your.Online, until today. Found that username/password did not work, so locked out my account. Requested reset three times, no response. All email to sales, marketing etc all rejected. Cannot use ticket route as...it asks for username/password which does not work and cannot be re-set as no reply to request for password reset, after three requests! How does one actually contact Heart Internet?

Very quick response and the help I wanted was given to me even though it was my mistake why I needed the help. Ten out of ten for customer service and always has been for me. Thanks Heartinternet, much appreciated. Stuart Pearson SAC

A great and helpful response from the Customer Service agent (Andrew). He dealt with my isue in a proffesional and efficient manner; taking me through the process required to resolve my query.

I've been using Heart for 15 years now and they've always been fantastic in terms of features offered and tech support. Highly recommended.

I had a need for a real refresher course on access and creating a new website today (something i'd only done years before). Catalin had to endure loads of 'inexperienced persons' questions and she still managed to provide all the support needed to do what a more experienced user would probably have done without thinking. Thanks for your patience and understanding. And for resolving my problem!!

There is no contact point - even if you have a sales question. My 89-year-old uncle is unable to get into his control panel despite resetting the password twice. It keeps telling him to contact support but there's no way to contact support without being logged in. Definitely wouldn't recommend a company that doesn't provide alternate methods of contact.

Had a problem changing credit card details etc. Damien, the assistant who swept me up into his care, went above and beyond to help me, a techno-ignorant being, over a period of a week to sort it. Thank you.

Excellent customer service, goes above and beyond - been using these guys since 2008!

Always easy to deal with and always sort any issues out promptly.

How helpful the staff are, and will update techy stuff for me because I have no real clue when it comes to things like DNS and SPF. And it's hard to do things when you don't know what you don't know, and then there's the concern if you muck it up! So it's great to have their help and support. And the staff have always been super friendly too, which is always a bonus!

I am trying to get my password reset and never get the link. I have tried to get a live chat but am always redirected to the log in page. No way to have the information/link needed

Great customer service

Waqar is our account manager and provides great support. He's very quick to respond and goes above and beyond when we need help with any of our hosting accounts.

Alexandra Maria has been fantastic. She has helped with a few problems migrating a website. Response times were very prompt.

I'm a long time customer of Heart Internet. I recently had an issue which knocked my site offline (long story, but it was my error, not Heart Internet's). After opening a support ticket, my site was back up and running within an hour. Every time I commented on the support ticket I had a response within 10 minutes (all from the same agent, Andreea - many thanks Andreea!), so the entire process of raising my concern, troubleshooting it & resolving it was complete in a total of 59 minutes. Stellar service today - many thanks!

been a customer for over 15 years and they suddenly tell us we have less than 30 days to move our DEDICATED server data with no assistance or compensation. now they shut server down 8 days before the end of the month without warning, this is deeply affecting us and costing us money, nobody cares!

Technical issue solved very quickly

Today is a sad day! I feel like somebody who is stuck in an abusive relationship, where they keep living in the memory of the good old times, hoping it will go back to them. I've been with Heart for over 10 years, and they used to be fantastic, phone support, live chat, and a responsive ticketing system, oh the good old days! This company has been in a steady decline now for some time. Having multiple email outages every few months left many of my customers frustrated and considering a move elsewhere putting my livelihood in jeopardy! No chat support (it just vanished), and no contact number to call, so solely relying on an email-style ticketing system (which they used to be brilliant at) now I am waiting 5+ days and still do not have any response. Not to mention the poorly handled data breach and huge email server problems that left all my customers without email / inconsistent email for weeks! I have just under 100 domains & 3 VPS servers I pay hundreds of pounds for a month, not including all the extras I purchase and I am now in the process of moving them away to a new provider. One that responds to support tickets in minutes, NOT DAYS!

We experienced some issues with our account and found it very difficult to resolve. Waqar was extremely helpful and managed to sort out the situation quickly and calmly, with great patience. He was an absolute credit to the company. Our account is now back under control and we are very happy with the service. Our only complaint is that it was very hard to get in contact with anyone, as there is no telephone contact, very little info on email contact and not much advice if there are login issues. We understand our situation may have been rare but it made a stressful situation more difficult to navigate.

The help from Adrian has been first class and very polite. However I feel that I should have been able to resolve the problem that I had. Heart need to review the complete procedure from purchasing a domain and hosting including the purchase and installation of the SSL certificate. Maybe then they wouldn't get so many support requests.