Online chat support was quick and easy.
Online chat support was quick and easy.
3.8
Great
1,000 reviews
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Review summary
Heart Internet has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
Excellent customer support
I've hosted my website with Heart for many years and recently had an email problem. Turned out to be at my client end, nothing to do with Heart, but Andrew Welsby on their support team was really hepful and managed to pin down the problem and help me sort it. I've always found them quick to provide excellent support which is why I've stayed with them for years.
I’ve been with Heart for many years and needed to reduce costs
I’ve been with Heart for many years, I have had to stop working recently due to ill health and had a renewal notice through a few days ago. I contacted Heart to ask if I could ‘reduce’ my package as I no longer needed it but wanted to keep my email addresses etc. I used the online service and had a very quick response from the customer services guy called Andrew Welsby, within a day he sorted out exactly what I needed and kept me advised as things progressed. Reminded me why I stayed with Heart for many years! Excellent service and plans at very reasonable prices. Top marks for their service and most appreciated. Thank you Heart
Quick response to ANY support request
Quick response to my support request. Simple explanation on how to resolve. Highly recommend heart, fair play to them not had a problem with any of their services and I have sites, email and domain parking, like the fact there is no messing about and all the tech persons actually know their stuff.
Company details
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Contact info
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Website
www.heartinternet.uk
All reviews
1,000 total • Write a review
Showing 91 - 100 of 996 reviews
ZL
Very very helpful
Very very helpful - transitioning old VPS server to a new one. Scott simply took over the reins and got it all implemented for me!
Date of experience: March 10, 2025
JM
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.
Date of experience: March 7, 2025
IC
Ian Cole
US
A guiding hand par excellence.
Heart changed my VPS service as part of their upgrading process. Initially they were provisioning me to a service that wasn't equivalent but once I informed them they quickly corrected this. From then on the support and advice from the Support Service couldn't be faulted. I'm not a professional IT specialist but Adrian responded to my requests in good time and helped sort out the difficulties that I was experiencing with clear and concise advice and behind the scenes wizardry/know how. Thank you Adrian and the Heart Support Team
Date of experience: March 7, 2025
KF
I changed my package and the support from Heart internet was outstanding
I changed a package on Heart internet which involved changing quite a few technical things that I didn't fully understand, upon communicating with Adrian from one of the technical team he understood my concerns then reassured me everything would fine as he would oversee it and carry out everything that needed to be done, at every stage he kept me updated through the whole process. I'm very grateful for the support and service I received.
Date of experience: March 5, 2025
ld
Excellent support for those irritating things that always pop up when running one or more sites.
I have been with Heart for over 4 years and what really sets them apart is the responsiveness of their support. Running a site is so much more than just making and uploading a web page, there are domain name issues, email issues, secure page issues (SSL), little sub programs, and many more that crop up along the way and having responsive and knowledgable support can save you hours of time chasing things up or getting things done. I haven't been able to fault Heart Internets's support and their web hosting has been pretty darn good as well. Bizarrely they even gave a recommendation on how I can save money with them by shifting to a different hosting package from the one I had had with them for years, to a new package that has proven far more efficient and easy to use. Happy to give them a thumbs up for their year of service.
Date of experience: March 3, 2025
CE
Fantastic yet unexpected outcome
I recently called and spoke to Si one of the technical advisors there as I was having some intermittent connectivity issues as a result of my configuration, he was able to help me fix those and he was even able to recommend a fix to an unrelated problem I was having that I just happened to mention whilst on the topic, that was totally unexpected on my part as I’d long assumed it was just a problem at the provider in questions end. Lovely chap and I’m super happy with the service, fantastic stuff! Thanks again.
Date of experience: March 1, 2025
GB
Issue sorted within minutes
Issue sorted within minutes
Date of experience: February 27, 2025
DL
The response was fast and the solution worked
The response was fast and the solution provided very professionally.
Date of experience: February 25, 2025
J
JDJT
US
Unbelievably bad experience
We purchased our 9th server from this company in December 2024. On 24th February they told us we need to move it and 2 other servers to a new one that they would ever so kindly provision for us. When I objected as I do not have the capacity to migrate the servers at such short notice, as I literally went live with one of the new business critical servers over last weekend, they basically said tough that's the way it is. I have been with them for 6 years and will now have to go and find another provider. I think this may be Easily Mark II and they will find their customers leaving them, but they won't care.
Date of experience: February 25, 2025
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