Incompetent – Zero support even when they mess up (domain auto renew doesn’t actually work – they took the money a autorenewal time but didn’t renew the domain- hence it expired and got parked) – Took them 3 days to get it back up again – NO apology – NO explanation – I write this 3 weeks after that event as now all the domains on our reseller have had no email function for the last 24 hours !! – again – NO response to support request – NO explanations – Nothing on Service Status Page – Incompetence at its best – These guys could cost you your business !! – Be Warned – Read te other reviews across the internet on the webfusion / Heart Internet platform !!

By far the worst Customer Support I have ever experienced. Days or even WEEKS to reply to a simple message.

They took £160 out of my account over a month and half ago. I cancelled this service last year too, and suddenly it comes out of my account.

They wont reply to me now and I’m left £160 in the hole with nothing to show for it.

There are plenty of other companies that are worth your money. Avoid these at all costs.

Absolutely dire customer support. I’m leaving them today. They managed to completely lose my site from their server when all I wanted them to do was add an SSL to their server. It’s now been down for over 24 hours. They often take between 1 and 2 days to answer support tickets…usually with unsatisfactory answers. If you think you might need any technical support at all, do not choose Webfusion!

Have several domains that we’ve purchased from WebFusion domain service, we have been with them for over 2 years, and problems with dns, slow panel, are a constant.
When you set different name-servers, when they feel like it, they will reset to the default ones, pointing to their domain (I guess this is how they make their marketing, free of charge.).
VPS is a fantasy trip that you don’t want to make, cause you’ll wake up with all your data lost, and their “specialist” after exchanging dozens of emails explaining to them like you would to a kindergarten kid, still reply’s that the problem was on the client behalf.
We are in transition and I can’t really remember all the JUNK that have happened with this “wonder” of a “webhosting solution provider”.
I urge anyone to stay away from them.

Worst Support Ever

My server had a catastrophic failure on Thursday and it was down for over 24 hours while they set up a new one. I then had to reinstall everything back onto it and something is still broken and they refuse to help me fix it. All my clients had now websites or emails during this time. Avoid using them at all costs.

I wouldn’t recommend these people to anybody, their technical support is a complete waste of time. Their 0845 number prints money for them, nobody answers and if they do and find a problem involving some effort, they jusy put you back on ‘hold’.

After a lot of campaigning when you by chance manage to speak to one ‘techie’ you get one story, speak to another the opposite. Thus, they are either dead ignorant, or they lie. Anything to avoid actually working.

As far as I am concerned I have had zero value from 2 x £200pa over the last 10 years.

No more!

Our Web Fusion VPS went offline last week. At the time of writing (7 days later) it is still offline.

We have used Web Fusion for the past couple of years and this was the first major problem we have encountered. My experience has shown up some major problems with the Web Fusion support.

Firstly, the on line ticketing system is OK for simple problems that can rectified immediately. However, if they reply asking for mor information, your response goes to the bottom of the queue.

Secondly, if you call the support number you have to deal with the person who picks up the call. This means that there is no continuity and you will end up explaining the problem over and over again.

Thirdly, when things are taking too long to be resolved, there is absolutely no mechanism for escalating the problem into the management structure.

Lastly, although the support is 24/7, don’t expect anything other than relatively simple queries to be handled outside normal office hours.

I have had a very frustrating week with my most recent problem but I have tried to be objective. I would definitely not recommend this provider but I’m not sure that any of the low cost providers are much better.

Finally, be aware that there is no SLA attached to their VPS configurations so if it fails there can be no claims for downtime.

I used their hosting for 1 year, when I was coming to the end of the 1 year term I was browsing their package deals and clicked on one to find out more info – unfortunately this click, without warning, meant I had upgraded my package automatically! I didn’t have to enter any card details and was never shown any terms and conditions before the purchase. They used my card details that had been stored on their system from a year ago when I first signed up – I didn’t even realise they still had the details!

I immediately called to say what had happened and ask that the purchase be cancelled. I was told that it’s not possible to cancel and get a refund as the upgrade had taken effect immediately. Apparently this is all in the terms and conditions, which incidentally are available on a completely different website of theirs. According to distance selling law in the UK it required that you are shown terms and conditions before making a purchase. I was told that they could not (ie. would not) do anything over the phone and that if I had a problem I had to write a letter to the complaints department.

The operator kindly gave me the WRONG address for the complaints department, so the first letter I wrote came back to me a week later, unopened. I then looked up their complaints address on the internet and resent the letter, recorded delivery. In it I explained that I had not intended to make the hosting purchase and as evidence of this I had called them straight after the purchase happened. I also described how I had been duped into making the purchase without any warning or second chances, and apparently without the possibility of a refund. Furthermore, contrary to distance selling law, without being shown terms and conditions. I stated in the letter that if I did not have a response within 10 days I would issue a claim against them in County Court.

Sure enough within 10 days their customer services emailed me to say that I was wrong, but they would refund the money anyway – as a gesture of goodwill. Thanks Webfusion, thanks a lot for the goodwill. As a gesture of my goodwill I am writing this review.