Heart Internet
Discussion
I have three domains with Heart, a .com and two .co.uks. I use the .co.uks but have never used the .com and don't need it.
Two days ago my sites went down, and after grubbing around in the spam bin I found an e-mail saying payment had failed. Checking on the Heart website, the .co.uks are both paid up and happy but payment for the .com - which was set to auto-renew like the others - was the one that failed. No idea why as the credit card is still live. Anyway, I contacted Heart to say that I didn't want the .com, but they say I have to pay for it to get the co.uks back. That seems pretty grasping to me. Will I have to pay the ransom or is there anything else I can do?
Two days ago my sites went down, and after grubbing around in the spam bin I found an e-mail saying payment had failed. Checking on the Heart website, the .co.uks are both paid up and happy but payment for the .com - which was set to auto-renew like the others - was the one that failed. No idea why as the credit card is still live. Anyway, I contacted Heart to say that I didn't want the .com, but they say I have to pay for it to get the co.uks back. That seems pretty grasping to me. Will I have to pay the ransom or is there anything else I can do?
I was with Heart for 25 years. Then they doubled their hosting prices this year for us.
I rang to see if anything could be negotiated, as it was a big jump and as a loyal customer of 25 years maybe they would help. Absolutely nothing, weren’t interested.
Anyway rang another provider and moved the two hosting packages to them. Customer service way better, had me up and running in minutes, and was cheaper than the original Heart price.
Wish I’d moved earlier.
I rang to see if anything could be negotiated, as it was a big jump and as a loyal customer of 25 years maybe they would help. Absolutely nothing, weren’t interested.
Anyway rang another provider and moved the two hosting packages to them. Customer service way better, had me up and running in minutes, and was cheaper than the original Heart price.
Wish I’d moved earlier.
Interesting feedback, thanks.
I hear Heart was bought by GoDaddy and it's changed for the worst (despite the cuddly TV adverts). But can I move my (paid for) .co.uk domains while there's still a bill officially 'outstanding'? Seems unlikely...
Ham & Jam - who did you move to?
NB Slight memory fail on my part, the two domains to be retained (and are paid for) are a .co.uk and a .uk.com.
durbster said:
If it was a package where you got all the domains together I guess you may have to pay a premium to separate them.
It might be easier and cheaper to just transfer them to another host tbh.
They were bought at different times (which is why the .com renews at a different date).It might be easier and cheaper to just transfer them to another host tbh.
I hear Heart was bought by GoDaddy and it's changed for the worst (despite the cuddly TV adverts). But can I move my (paid for) .co.uk domains while there's still a bill officially 'outstanding'? Seems unlikely...
Ham & Jam - who did you move to?
NB Slight memory fail on my part, the two domains to be retained (and are paid for) are a .co.uk and a .uk.com.
Edited by Simpo Two on Friday 15th May 12:24
Simpo Two said:
They were bought at different times (which is why the .com renews at a different date).
I hear Heart was bought by GoDaddy and it's changed for the worst (despite the cuddly TV adverts). But can I move my (paid for) .co.uk domains while there's still a bill officially 'outstanding'? Seems unlikely...
Ham & Jam - who did you move to?
NB Slight memory fail on my part, the two domains to be retained (and are paid for) are a .co.uk and a .uk.com.
Titan internet. Very good.I hear Heart was bought by GoDaddy and it's changed for the worst (despite the cuddly TV adverts). But can I move my (paid for) .co.uk domains while there's still a bill officially 'outstanding'? Seems unlikely...
Ham & Jam - who did you move to?
NB Slight memory fail on my part, the two domains to be retained (and are paid for) are a .co.uk and a .uk.com.
Edited by Simpo Two on Friday 15th May 12:24
For the .co.uk, if you are listed as the registrant you can recover it and transfer to another provider via Nominet Online Services at https://www.nominet.uk/domain-support/ for £12+VAT.
The easiest route however would just be to pay the renewal fee you owe on the . com (should be about the same as the above fee for 1 year?) and then cancel automatic renewal on the .com and transfer the other domains to another provider.
I've never hear of a registrar preventing transfer of a domain because of outstanding payments on an unrelated domain, but I suspect it would depend on the terms and conditions you agreed to when buying the domains.
The easiest route however would just be to pay the renewal fee you owe on the . com (should be about the same as the above fee for 1 year?) and then cancel automatic renewal on the .com and transfer the other domains to another provider.
I've never hear of a registrar preventing transfer of a domain because of outstanding payments on an unrelated domain, but I suspect it would depend on the terms and conditions you agreed to when buying the domains.
wheelerc said:
For the .co.uk, if you are listed as the registrant you can recover it and transfer to another provider via Nominet Online Services at https://www.nominet.uk/domain-support/ for £12+VAT.
The easiest route however would just be to pay the renewal fee you owe on the . com (should be about the same as the above fee for 1 year?) and then cancel automatic renewal on the .com and transfer the other domains to another provider.
I've never hear of a registrar preventing transfer of a domain because of outstanding payments on an unrelated domain, but I suspect it would depend on the terms and conditions you agreed to when buying the domains.
Thanks - I have a friend who is quite well up on these things and yes, it seems I can get the main two sites working again elsewhere The easiest route however would just be to pay the renewal fee you owe on the . com (should be about the same as the above fee for 1 year?) and then cancel automatic renewal on the .com and transfer the other domains to another provider.
I've never hear of a registrar preventing transfer of a domain because of outstanding payments on an unrelated domain, but I suspect it would depend on the terms and conditions you agreed to when buying the domains.
The thing I don't like is that they disable all sites because a bill is officially outstanding on only one. It seems a bit like blackmail.
dangerousB said:
Agree with this.
We host 40 or so domains and used to be with Heart.- moved across to Krystal/BestWeb 2 years ago and they've been excellent.
I've got around 100 domains on my reseller account and I just can't face the pain of migrating them all! But Heart have had some spectacular screw-ups in the last few years with lousy comms to boot...We host 40 or so domains and used to be with Heart.- moved across to Krystal/BestWeb 2 years ago and they've been excellent.
By way of an update - after a bit of ticket-pong with customer services and then imparting a large helping of reason and logic, they agreed to cancel the hosting package (and invoice) and also allow me into my control panel to initiate transfer.
I was concerned that if they cancelled hosting my domains might be stuck in limbo, but it all worked out as hoped. So in this instance, 10/10 to Heart, though it took persistence.
I was concerned that if they cancelled hosting my domains might be stuck in limbo, but it all worked out as hoped. So in this instance, 10/10 to Heart, though it took persistence.
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