Heart Internet Reviews

The response to service tickets has got steadily worse. My current ticket is still outstanding after 6 days without even an acknowledgement. I have been a customer of this company for over 20 years and I am seriously considering finding an alternative

No idea who you are or why you suddenly decided to add me to your marketing insights mailing list. Looks like you have been buying email address lists to spam.

I have been with heartinternet for 14 years and they has always been brilliant. However, since earlier this year, the chat system which offer live support is now nowhere near active. They have gone from immediate support to 5-6 hours without an agent appearing. This is not a one-off either, this is a regular even daily occurrence. Today ive waited 28 hours for a response to my ticket where a website is down, this is just not anywhere near the level of support I need to run a web agency. Due to this, I am going to have to close my 3 vps accounts with Heart Internet, which will lose them over £450 per month in favour of a much better support service. I am so disappointed and sad to have to leave after what used to be a superb service.

Awful experience My password recovery was set up by a member of the heart team who has put his town of birth as the recovery password option. I’m unable to log into my account to pay for the domain re activation and my work email have now been blocked as result and I have no way of contacting the support department Edited The below response just proves how awful this process is. I cannot re set the password as I do not have the answer to the security question which was set by a member of heart internets team.

We've used Heart Internet for many years and have few reasons to need their support services. However, we had an issue around SSL Certificate expiry that needed urgent support and guidance especially as we rely on our site to sell our products during the run up to Xmas. Monica at Heart went far beyond the diagnosis and assistance I’d expected from a support desk and saved me a lot of time and a bit of a learning curve. All issues were resolved in a couple of hours.

rubbish - billed me without authorisation and won't respond to my communications / questions. Used to be a good company. I am now moving everything away from them. Be warned.

Billed 5 times for a monthly hosting charge, after 6 days the support ticket hasn't even been looked at! I've had to get in touch with my bank to reverse the charges which can take 30 days. Still no response from Heart Internet. I've been a loyal customer for 16 years and while I've had many issues I've been able to resolve them or mitigate them.

I agree entirely with others in so far as the support is terrible. Heart Internet has replied to one lady on here saying that there is only a bot at the "begging" (presumably "beginning") and that customers are then added to a queue. All well and good but the fact is that wait times for that queue, and for email response and ticket responses, are unreasonably long. Heart Internet customers have also received warning that their email addresses aren't secure: "We are writing to inform you of difficulties experienced with Heart Internet's email platform on 30th November 2023. You are receiving this email because we have determined that your account may have been impacted. On 30th November, from approximately 12:53 pm to 14:14 pm, some customer email accounts received email that was meant for someone else. In a limited number of cases, some customers were able to see emails and folders that did not belong to them. We have resolved the technical issue that caused this situation. During this period, it is possible that some emails may have been inadvertently deleted or lost. If you believe you were impacted, please contact us. If you can access your mailbox using our webmail service but your IMAP mail client isn't connecting correctly to your mailbox, you will need to re-add. You can follow these instructions. We believe in transparency, and we have notified the ICO of this incident. Please note that if you are the data controller, you may have independent obligations if you believe it has resulted in the compromise of personal data under your control. We apologise for any inconvenience this may have caused. Kind regards, The Heart Internet team"

All those people and businesses who suffered the data breach on Thursday 30th November should make a report to the ICO ( ico.org.uk make-a-complaint data-protection-complaints data-protection-complaints) and this should get Heart shut down. They assure me that Heart must let me know the email address that received all my business email (also containing personal information on my employees). A breach of this magnitude is so serious that the company cannot be allowed to continue trading.

Four days without email No response whatsoever to two tickets Live chat — long wait times A clunky interface They used to be much better than this (although I don’t think the interface has changed since I signed up twenty years ago!) 08 Dec 2023 UPDATE: Interesting that Heart Internet informed me about their email failures via . . . email. I couldn’t see anything in their status page when I looked to see what was happening. I felt abandoned if I’m honest. Shouldn’t they offer a primary/secondary email set up like other firms do. If Heart has that in place (I can’t recall if they do), why didn’t they communicate to me using a back up email, rather than the one that had been compromised? While I do appreciate their response here, an apology might have been nice. It’s recognising that these situations do impact on people’s mental health that helps oil the wheels. My anxiety about what might have happened to my emails, and the long term implications, has been through the roof this week. Email isn’t a “nice to have”, it’s become a critical aspect to our lives and businesses, and this six day loss of service has been intolerable.

Heart Internet have gone downhill since GoDaddy took over. Have now had email outages that lasted more than 4 hours on 3 occasions in the last year. In addition, non-urgent tickets get no answer and urgent ones take hours. I have been a Heart Internet reseller for over 10 years and was very happy with the service until the last 18 months. I am currently looking at alternatives as I cannot get any assurance that the company intends to improve things.

Like others have stated, my entire sent folder (company emails) was replaced by a folder belonging to a lady in Wales - all her historic data and details. I raised a customer services ticket on 30th November but have never had a response. As they have stated, in responding to others, the issue was resolved in that my sent email folder reverted back a few hours later. But the fact that my company emails were seen by someone else is a major cause for concern and a significant data breach. Never having had a response to the ticket I raised, was also poor customer service. Only by looking at Trustpilot have I realised that it affected other users also. Not the first time this year my emails have disappeared (but reappeared later) - but this is the first time that they were replaced with someone else's. The only way to complain is via snail mail - which seems ironic for a tech company. Major concern that the company has these issues and has no customer service to reassure customers.

Significant data breach today, no word from the company themselves. I have been receiving invoices and confidential information all day from a motor dealer. Who knows what of our companies information has been seen by whoever has had access to mine. We have left this company and transferred our domains from them as quickly as possible, I suggest you do the same or do not join them, the stress and worry about the damage this has and will do is terrible. Not to mention the lack of help and support, their online chat does not work or exist and as of this year there is no more number to call or people to talk to, absolutely disgraceful.

DANGEROUS COMPANY. Yesterday all my private business emails disappeared out of my inbox. I then started receiving someone else's emails. Including there bank details, hoilday bookings and insurance documents. I will be changing provider for all of businesses ASAP. As well as this. This year my emails have been down 4 times. DONT BUY ANYTHING WITH THEM.

Huge data breach that Heart are saying they have resolved. It has NOT been resolved. They have sent my entire inbox to other people and I am still receiving emails from others who have all my emails. Do NOT trust this company with your data. They have posted everywhere that the issue has been resolved. Clearly leaving others with the entire contents of your inbox, closing the incident and burying their heads in the sand means "resolved" to this lot. Disgraceful.

Heart Internet have cut their customer service so there is now no way to (ever) speak to an agent. Live chat is terrible and doesn't work as it's not actually manned, and internal tickets take hours to get a response. Not great.

Massive data breach today. After 7 hours still no word from the company and no access to my emails. What is really worrying is that I have a feed full of other peoples emails some containing some very confidential information including finance spreadsheets. These emails should not be on display. Clearly not a secure company. Avoid at all costs.

Email down frequently. No updates, no way to raise a ticket, live chat regularly crashes. If you’re looking for a reliable email host, don’t use heart. You cannot raise a ticket as the login fails and they send you a reset password link to your BROKEN email. Awful

Every business experiences issues, however most 'good' businesses still talk to their clients when these issues happen. Heart doesn't. This company used to be a Nottingham one and was outstanding. When they sold it everything went wrong. There is currently a massive issue with emails and a data breach (I hope when you read this that the issue is fixed) and once again the company has gone silent. If you value your time, your data, your sanity please do not use this company. I will now be moving all my business to someone that values their customers... and actually talks to them when things go wrong.

What ia the point of replacing phone support with an inafective chat line? Only been with this company for 23 years and when I need support, it's not there! Think I need to move!