Transfer into Heart Internet

[cm1975]

Is anyone else having any problems transferring domains into Heart Internet?

I transfer 3 in on Friday, but they have been unable to update the Nameservers to Heart for me.

They are blaming their Registrar for the problems. I found this a little odd, because I had assumed that Heart were the registrar themselves. Turns out it goes through Domain Box, who happen to be another Host Europe / MESH company.

 

[DaveLeeds]

I transferred 3 into heart from 123 last friday without a problem. But having said that I have had other issues with heart since they moved to Domain Box mid last year.

 

[namealot]

Aren't heart and 123 reg the same ? as a group I'd avoid them like the plague

 

[cm1975]

Aren't heart and 123 reg the same ? as a group I'd avoid them like the plague

Heart, 123 and DomainMonster are all part of the Host Europe Group, as are Domain Box. I believe they are all run as separate entities though.

It puzzles me that Heart cannot get much response or timescales from Domain Box.

 

[MDUK]

i have had a whole host of issues with heart over the last few months. Domains missing renewal (even though they were set to auto renew) problems importing names into heart (10 days for a .co.uk) and last week problems transferring a domain to another heart user (an internal transfer taking about 4 days!!)

now i have another site down, and half an hour after i reported it i have still had no response from them.

i need to move - but who to?

 

[DaveLeeds]

i have had a whole host of issues with heart over the last few months. Domains missing renewal (even though they were set to auto renew) problems importing names into heart (10 days for a .co.uk) and last week problems transferring a domain to another heart user (an internal transfer taking about 4 days!!)

now i have another site down, and half an hour after i reported it i have still had no response from them.

i need to move - but who to?

From their website "Heart Internet provides 24x7x365 customer support with some of the quickest response rates you will find in hosting. We deal in minutes and not days."

I would really agree, their response rate to a problem is quite fast. But the time it takes to rectify a problem isn't.

 

[mdrussell]

From their website "Heart Internet provides 24x7x365 customer support with some of the quickest response rates you will find in hosting. We deal in minutes and not days."

I would really agree, their response rate to a problem is quite fast. But the time it takes to rectify a problem isn't.

Pretty easy to setup an auto-response, or have lots of 1st line (or not even 1st line) staff just using time wasting responses...

 

[Blossom]

Pretty easy to setup an auto-response, or have lots of 1st line (or not even 1st line) staff just using time wasting responses...

Is that what you do then?

HI doesn't use auto-responses or have time-wasting responses. Or staff that are below first line (if that was the implication/whatever that means?!)

 

[mdrussell]

Is that what you do then?

HI doesn't use auto-responses or have time-wasting responses. Or staff that are below first line (if that was the implication/whatever that means?!)

Not implicating Heart at all. I'm just saying this less-than-honest practice is pretty widespread in the industry, sadly. And something that we'd never, ever do.

 

[DaveLeeds]

Is that what you do then?

HI doesn't use auto-responses or have time-wasting responses. Or staff that are below first line (if that was the implication/whatever that means?!)

With respect I do have to disagree with you there. A recent purchase of mine, a domain from a third party who'd caught it. I had Nominet change the tags to Extend and Whois to my details. It seems the domain was previously owned by one of HI's existing customers who had a 'domain reference' against it. This amongst a couple of other inconveniences meant that the previous owner had the NS set to Sedo parking (and quite possibly gaining financially from it).
I advised HI that I was now the new owner and required the domain reference cancelling immediately so that I could use my own landing page. They got back to me in fairly quick time saying that they had contacted their customer who required proof that I was the new owner. From that moment on I found HI's policies to be very obstructive. They even asked me to provide them with a scanned copy of Noms certificate, a utility bill from my registered address and then advised me that once proof of ownership had been established they would give their customer a courteous 7 days to cancel the 'domain reference'!
After 23 ticket updates I'd had enough and got Nom to change the tag to another registrar.

 

[MDUK]

From their website "Heart Internet provides 24x7x365 customer support with some of the quickest response rates you will find in hosting. We deal in minutes and not days."

I would really agree, their response rate to a problem is quite fast. But the time it takes to rectify a problem isn't.

Mate, their response times aren't even that great now. that ticket i posted up wasn't responded to until the following morning - nearly 8 hours with a site down!

truly appalling company now. i have to move.