Heart Internet www.heartinternet.uk Reviews

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Latest Reviews

“Essentially told me to go away DO NOT GO NEAR THIS...”

★☆☆☆☆

written by Conrad187 on 21/09/2019

I asked why when build a server was taking for ages and all they said was this: "Thanks for contacting us. It can take a few hours to build, so it likely just needs more time. If there are still issues after 3-4 hours, please let us know and we can get that looked at for you." Essentially telling me to get lost, fine going to cancel this stupid useless service then fine.

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“Do not use”

★☆☆☆☆

written by Elitegroup on 16/01/2018

Appalling service they have no idea what is going on, when you have a problem you have to go through some clunky ticket system as they do not allow phone calls, due to there internal incompetent systems it takes an age to get anything resolved. When you close your account they appropriate your domain names. They used to be a good company but obviously became archaic and got left behind. Genuinely do yourself a huge favour and use someone else its just not worth the hassle. I Have experienced most of the things the other reviewers have so stay clear.

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“Heart Internet deleted all of my emails and website”

★☆☆☆☆

written by MW99 on 08/06/2017

Heart Internet have deleted all of my email files and my website database. I signed up with another hosting company and rather than transfer my data, first Heart Internet refused to transfer my data because they said it wasn't mine, then they deleted it. My business now has no website and no way of communicating with customers. It seems that Heart Internet are going out of their way to destroy my company. Do not EVER, EVER, EVer use Heart Internet. Recommend them to your worst enemy but no-one else. I only had the misfortune to get involved with this company as my web designer used them for third party hosting. Before you take out hosting with ANYONE, double-check that they aren't using Heart Internet, or you may lose all of your data.

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Jsmith887's Response to MW99's Review

Written on: 23/09/2019

I would sue them for that kind of conduct there's no way you should tolerate that at all

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“Great support team”

★★★★★

written by Dimson7 on 24/03/2016

We have been renting VPS from Heartinternet for around 4 years. I can't fault their service and I find their support team very helpful. There are some times when they get busy and send their standard message "I am looking into this now for you, please bear with me" but most of the time they are quite quick to respond. We recently had database crash due to automatic Plesk update failure. As a result all our customers' websites were down. We have unmanaged server meaning we had to pay for support with the software. But big thanks to customer service guys who helped us to identify all the errors and restored the database without charging us. All in all, I am happy so far.

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“Websites all down again”

★☆☆☆☆

written by Reese160 on 19/03/2016

3rd time in as many months that every single one of my websites hosted with them are down. Have been a reseller on and off since they began when they were good - if they survive this latest bomb shell I will be moving the sites. Their service, performance and customer liaison is preactically non existent now.

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“Sadly I have to give up on them after many years service”

★☆☆☆☆

written by MilagrosQuinn on 15/02/2016

I have been with Heart Internet as a reseller for many years and have largely been satisfied with them. Websites can be a bit slow, support a bit hit and miss, but generally okay. However in the past 3 months - oh dear! I have been paying extra for the overnight snapshot backup service and it has been at best unreliable. Backups failed on some domains for days on end, new domains not added to the backups (when it should be automatic), restores not from the correct datasets etc. Pretty bad stuff when you are reselling this to your own clients. Support have been at best hopeless. They are evasive, never giving a proper explanation of the fault, constantly batting back tickets as fixed when they are not, etc. Generally taking no responsibility for the ongoing problems or taking the issue seriously. There is also no escalation path beyond technical support, who frankly dont give a flying... I have repeatedly asked for my problems to be escalated to someone with authority to make sure that these things are properly investigated and tested, but they always refuse. This last week has been the last straw. A simple power failure in their data centre (despite proudly claiming to have full redundancy in place) caused utter chaos. All my sites were down for 8 hours while they tried to sort themselves out. No (or not tested) redundancy in place, totally ineffectual and under resourced disaster recovery plans. They are clearly not the professional outfit they claim to be, and appear to be running on a shoestring. And guess what, after all of that chaos, loads of my site backups are again failing every night and I'm told they are too busy to sort them out. I have multiple live production sites that have now gone unprotected for nearly a week. Yes, I know I can (and am) backing them up manually, but that's not the point. I am paying for a service they simply cannot deliver. Sorry guys, but they are just too much of a risk to a small reseller business like me who cares about the service I provide and the responsibility I have to my customers. I'm sure I wont be the only one planning to move away from them in the coming weeks....

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“wesite not working for 4 days”

★☆☆☆☆

written by Howardtyrueyrtey on 14/02/2016

website off for 4 days now (14/02/16) what more need I say

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“Avoid if you value your website”

★☆☆☆☆

written by jiwilson on 05/02/2016

Heart internet customer support is truly terrible. If you require a database restore..no problem,(although it will take hours of waiting). Any other simple technical problem with your website you will get zero assistance, the support staff are totally inexperienced, and will do the least they can do to help , and they will send pathetic non answers until you give up. If you have any kind of serious website (or any website you care about) that makes money for you then avoid at all costs as any technical error will resort in serious downtime for your site. Heart internet will provide no help so you need to be able fix your own technical problems or have a good developer on standby. Other providers will provide a much better service than this. Avoid Heart at all costs.

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“If you value your website and your work keep away from...”

★☆☆☆☆

written by Shaffer388 on 01/05/2015

When I first joined heart internet they were brilliant but I would not return to them today if they were the last hosting company in the universe! Their customer service is beyond hopeless! If you have any problems then you're completly at their mercy! They will deal with you when they want. They cannot seem to decide if you can only contact them by submitting a ticket or if you can call them too. When I informed them I was moving and enquired how to remove my card details from their site, I woke up one morning to find EVERYTHING GONE! No website, no email access. They had neglected to tell me that I had 5 days to transfer everything once I requested cancellation of service! Firstly I hadn't requested cancellation - I had enquired and secondly, at no time had I been told of the 5 day limit. They did apologise but it was way too late! I am still dealing with the repercussions many months later. Don't use heart internet! Don't use them! Don't use them!

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“web hosting”

★☆☆☆☆

written by GnIcolson on 09/03/2015

Do Not Use Asked them to host my site took a week of stressful contacting them daily think I must have had everybody in the office looking into it got another company involved website up within 2 hours

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“They are damaging their own clients”

★☆☆☆☆

written by Victor137 on 07/03/2015

They are damaging and sabotaging their own clients! 1 Content from web-builder was deleted and even the template was changed. I cant edit and update website any longer. They ignore this issue and some team members are even rude. They have been literally fooling me over one week. 2 Content of my website was changed. My contact email was distorted (the domain in the end was deleted) 3 My widgets stopped functioning and start functioning again once widget provider, a big company pushed Heartinternet to make them work again 4 Entire domain name was once distorted so I lost all my indexing and ranking: they put php instead of original htp in the end of the domain. It worked with htp before with the same site structure and template. 5 Sometimes they just fool you and do not do what they are supposed to do especially if you want something in night time or weekend. They ask irrelevant questions over again and wait until you give up.

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“They damage clients websites”

★☆☆☆☆

written by PamStam on 07/03/2015

I STRONGLY RECOMMENT NOT TO BE INVOLVED WITH THIS COMPANY!!! Somebody from Heart Internet Team deleted content in web-builder and even changed template and also the picture I implemented into original template was lost . This happened before, however that time I believe it was mistake because of misunderstanding so I would forgive. This time it was purpose. I believe it has something to do with the fact I asked member of the team, when this first time happened, “to never do anything for me again”. I am convinced this is retaliation. There are much more logic elements which clearly support this hypothesis however I do not want to write novel here. This caused me many problems as I am not able to update my site any longer. I failed to publish articles to my audience, this is causing problems in my marketing and Heartinternet team has been clearly fooling me for over one week. Some of the members are even rude (this is last message I received): Hi Vlastimil, Thanks for your response. We will reply back to you, if and when we have any progress on this problem. They are not simply willing to put things right. It is terrible. It is not first time I got feeling they do not want to deal with a matter and they are just fooling you and wait when you just give up. There have been much more problems. This is just tip of the iceberg... I STRONGLY RECOMMENT NOT TO BE INVOLVED WITH THIS COMPANY!!!

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“disguested SLOW poor they do not value customers ”

★☆☆☆☆

written by 97Kilgore on 20/01/2015

i have been with Heart Internet since 2008. Today i am having to wait over 24hours for my domain to be activated. They never informed before De-activating the domain. When i contact them they take few hours to repose back to my support ticket. I am very disappointed and lost trust with them. if its not fixed tomorrow i will be moving from heart internet.

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“Server failure, 5 days downtime, very poor service”

★☆☆☆☆

written by DravenO'Grady386 on 25/12/2014

This review is based on my experience in May 2014. I was paying for a dedicated server which suddenly went offline. They were very slow to respond to my queries, often taking 30 minutes per question. They wouldn’t update me on what was being done. My busy website was down for 48 hours or more whilst they wasted my time. They charged me £150 when they insisted on trying to recover my data unsuccessfully, even though I insisted on them not doing this. They refused to allow me an hour of time to plug the disks into the server to run my data recovery at their premises because they "didn't have any meeting or conference rooms". One of the hard disks had physically failed. The other disk was reporting warnings. I had to send the disks to a data recovery company who charged thousands of pounds to recover my data. All because the staff failed to monitor and replace hardware or even perform the backup I was paying for. When I cancelled my order with Heart Internet, they were desperate to keep me from leaving. They refused to offer any monetary compensation for the 48+ hours of downtime, as contained in my SLA contract. They finally asked is there anything we can do to keep you with Heart Internet? Yes, provide basic customer service.

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“Beware of Heart Internet”

★☆☆☆☆

written by Chanad194 on 24/10/2014

First point: I had a couple of clients paying me to host their sites through my reseller account at Heart Internet. They had purchased their domains through me as well. Their businesses didn't work out so they closed up shop. As a result, I set their domains to cancel on expiration and not to auto renew. Being thorough, I went back to check it was still set to cancel just a few minutes later and it was still set to cancel on expiration. A few months later I noticed some unexpected charges from Heart Internet on my credit card so I logged into my reseller account to investigate and the domains had auto-renewed. I am 100% positive I changed them from auto-renew to cancel. Now why would I want to pay for a client's domain if they were no longer a client? Second point: I searched through all my emails to see if I had missed any upcoming auto-renew notifications. I had received all kinds of promotional emails from heart but no notifications of these domains being auto-renewed. Heart say their "logs" indicate otherwise on both points so they will not refund me the money for these domains along with the privacy that was set up on these domains. All I can say is beware of Heart Internet.

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“A ruined company”

★★☆☆☆

written by nevsie on 03/10/2014

The company was built and grew so well. And yet the buyout has removed everything that was once good about this company and resulting in a company i can no longer use. Ignoring the downtime (which is currently appalling due to datacentre move), the standard server performance (2 second server response, before slow loads) is not acceptable, but what they define as good. Moved to other shared environments saw this response time drop to 0.4 seconds - put it this way, google was far happier, and search results reflected this. Customer service has been shockingly bad - but to be expected with the increase complaints with the current downtime. All i can say is they were great, have great offerings, customer service was brilliant. HostEurope came into the frame, and i guess squeezed their profits, and they have fallen apart. I like many other HI customers are jumping ship (see twitter) - my advice, avoid until they either recover or collapse completely. Value for money - again was very good. Now addons, and price increases are making them far more expensive. I cannot argue as i get a good scale use of their services. But they are now no longer realistic and competitive for starting users.

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Bouncingbanana's Response to nevsie's Review

Written on: 19/03/2018

You mentioned better speeds after switching hosting company. Who did you go with in the end?

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“Good in some ways, not so great in others”

★★★☆☆

written by on 24/08/2014

Sales is great. Support is ok, but there's been some instances where I've had to make the same point up to 3 times. Clarity of service levels isn't great. There are certain things covered by the "99%" uptime but certain things like software bugs caused by maintenance updates which are not (apparently). In terms of value for money on products, domain names are within reason though not the cheapest. Dedicated server costs are a little high in my opinion considering the servers aren't managed, though I should say there have been some instances where the support team happily offer advice and small pieces of assistance.

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“Charged me even after i cancelled”

★☆☆☆☆

written by Carl1220 on 17/08/2014

Ok service until you want to cancel the service.Canceled my service but they still tried to charge me again and when i refused as i had canceled was threatened with debt collectors.

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“Why choose them: vps quality, customer care, control panel”

★★★★★

written by LucaBee on 18/07/2014

If you need a reliable and FAST vps then you're at home. Prices are on par with other companies in my opinion... but the performances are truly amazing. Plesk 12 runs silk-smooth (don't forget to buy at least 2gb ram), FTP is extremely fast, mailboxes work as intended with zero problems and -in general- your machines are 100% configurable/customizable in every aspect. Customer care is way over the top. The well-know ticket system keeps track of your messages and the staff usually gets in touch after few minutes. Even at night, yes. Which is one of the reasons I love them. On top of that I often get tips/tricks to do things the right way. I feel like they care about me as a customer and that counts a lot. The website control panel is CROWDED with options, you can really do whatever you want: manage your VPS's, manage your domains, contacts, billing, addons, ... There are TONS of things to see/do/play with. I couldn't ask for a better place. I don't know about shared hosting and cheaper offers but I wouldn't skip their VPS offer. It really makes the difference in my opinion.

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“Do not use this company - you have been warned”

★☆☆☆☆

written by AnnabelCurran on 28/06/2014

If you purchase domain names through Heart Internet as I did, be aware that they will keep your card details and renew your domains without your authorisation. You can't remove your card details once you have entered them and if you don't want, what they call "auto renew", you will have to go through a complex procedure on the Heart Internet site to ensure they don't remove funds from your account. This company must have been set up by politicians or bankers, no one else would be as morally corrupt.

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Lucabee's Comment

Written on: 18/07/2014

That is true, you don't have a renew option and you don't have control over it (at least I didn't see it, yet) but from my personal experience a simple support ticket request fixes the problem.

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Lucabee's Comment

Written on: 18/07/2014

This "domain renew" problem bugged me so I digged into the problem and just found that... it's not a problem at all.

When you login to Heartinternet website just go to Renew Services and you're done. You will get the full list of domains that are expiring in the next 30 days. Plus you get a mail 30 and 7 days before the expiration (and auto-renew).

I didn't see it either though, so it can be easily lost in the crowd.

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