They are no better, if not worse, than the company they first set up 123-reg.

We have used heart for several months.
We are also an ISP in our own right, with our own servers, infrastructure etc, so we are quite “experienced!
However – i have had several issues with them, mail servers not working, domains not being “added” (by domain association) properly so you can’t edit DNS, etc.

My simple complaint is you CANT TALK to anyone.
Ticket support os OK until it goes really pearshaped, and then you NEED TO TALK.

I don;t think we will stay with them.

For the record, I MADE SURE that all domains were bought elsewhere, and not through heart. This gives you CONTROL !!

Then recieve the following email: -

Despite previous warnings an attempt to renew the following product has failed:-

package (Starter Professional Renewal) = £31.88+VAT

Reason:You appear to have no stored card details

The product has now been disabled. Please log into your control panel and update the payment details:-

https://customer.heartinternet.co.uk/manage/renewals.cgi

If payment is not received within 7 days this matter will be passed to a debt collection agency. If the debt remains unpaid we reserve the right to pass these details to a credit reference agency.

Best Wishes,

Heart Internet Sales

Tel: 0845 644 7750
Fax: 0845 644 7740
E-mail: sales@heartinternet.co.uk
Web: http://www.heartinternet.co.uk

This is clearly harresment so has been foewarded to our solicitors.

I have to say although the responses have usually come within the hour, I have had to send more than 30 messages to get the transfer restarted on my 6 domains. When the support person actually did as I asked, the transfer request email would come through straight away.

Some of the support contacts seemed to understand little of what I was saying and requesting, and were just blindly pushing a button on the tucows service page.

Now that all my domains are with heartinternet, I’m wondering if this was really such a good idea in the first place.

Having tried them out for a while with a few sites, they seemed fine, a slightly high outage rate but not horrendous. The reason for the trial was that we have been asked to take a wider role in helping small businesses establish a web presence and would prefer one host, where we are familiar with their procedure.

As some of you will appreciate, canonical domain issues are as prevalent at Heart as many others. There should be no problem taking care of this via 301 redirects but that can cause glitches, control panel problems etc. So we tried to seek information from Heart on how they normally handle these, along with a few other technical issues.

Have had no problem getting responses but with one exception, these have been hopeless, a litle like the one issue we contacted them over in the past. I believe Heart have the chance of being a successful company but not without improving support. Or at least providing a route to second level support, when the first tier do not understand the questions.

Above all, a website is only useful to a business if this gives them value and in most cases, that means good configuration for search engine ranking. As pleasant as Heart are, I can not help feeling they have no awareness of this at all. Their business to date strikes me as sufficiently developed for hobby sites, or a small business website of the type that seeks little more than having the URL on a business card. Unless they get a grip of their support function, I doubt they will corner the market, even though this is there for the taking.

Can’t sort it out and Heart don’t reply.