Heart Internet cancellation

My hosting with Heart Internet has now been cancelled (post here) and was, I’m glad to say, pretty easy. There is no ‘cancel hosting’ option and instead you have to send a message to Customer Services and then you get a personal reply and have to confirm your request.


On 2007-08-29 17:49:08, you changed the ticket status to OPEN and wrote:

Dear Heart Internet,

I feel like I was misled when I purchased my hosting package today as I didn’t realise I would have to pay for domain mapping and so my hosting is useless unless I pay more money which I am not willing to do.

Please can you cancel my hosting contract with immediete effect.

Regards

Adem Djemil

On 2007-08-29 18:01:44, Simon Osborne changed the ticket status to CLOSE-PENDING and wrote:

Hello Adem,

Thank you for your ticket. I’m sorry that you misunderstood exactly what the Home Professional hosting package comes with. If you still wish to cancel, please read through the following:

*** Please read this ticket fully as your cancellation is NOT complete ***

We are sorry to hear that you would like to cancel your hosting account with Heart Internet. If there is anything we can do to help you please let us

know and we will do everything we can to help you.

In the first instance please reply to this ticket letting us know why you would like to cancel your account, this will allow us to start the

cancellation process running.

Our cancellation process does take a few days to complete, at the end of the process your account will be immediately deleted from our system and all your files, folders and data will be deleted. Email addresses will also stop working. Once deleted none of this data can be recovered. We

would urge you to make comprehensive backups before proceeding.

Please also note the following from our terms and conditions:-

“4.10 All services will renew until cancelled by the customer. Heart Internet emails the customers primary email address prior to renewal of services, it is the customers responsibility to cancel services prior to renewal as no refund can be made once renewal has occurred. Customers must notify us at least 72 hours before a service is renewed if they wish to cancel that service. The cancellation process must be fully

completed by you before your account is cancelled.”

This is so that we have enough time to progress the cancellation through the relevant departments at Heart Internet. Where possible and where you reply to us promptly, we should be able to deal with your request

faster.

Once again we hate to see anyone leave us, we are committed to improving our products all the time and we hope that you will consider using us

again.

If you are cancelling your hosting it would be our pleasure to handle your domain name renewal. You will automatically receive notification for any

Domains in your Heart Internet account at your registered email address.

Best Wishes Simon Osborne

Heart Internet Support

You rated this response: Good

On 2007-08-30 18:02:03, system changed the ticket status to CLOSED

On 2007-09-01 09:57:44, you changed the ticket status to OPEN and wrote:

Hi Simon,

Does this mean my hosting is about to be cancelled? The ticket is marked as closed but I wanted to confrim that I want my hosting to be cancelled.

Is there anymore I need to do as my hosting is still active in my log-in area?

Thanks

Adem

On 2007-09-01 10:03:12, Paul Mellors changed the ticket status to CLOSE-PENDING and wrote:

Hello Adem

Thanks for your ticket.

the ticket is automatically closed if you don’t respond to it within a set period, as you didn’t respond to the other ticket it was closed by the system.

We value your business greatly, if I was able to offer you two free months of hosting, might you reconsider?

Best Wishes Paul Mellors Heart Internet Support


On 2007-09-01 17:15:14, you changed the ticket status to OPEN and wrote:

Hi Paul,

My main problem is with the domain mapping which I believed was included in the hosting, but wasn’t.

Thank you for the offer offer of the free hosting for 2 months but I do not need this hosting package now and so I would like to cancel it.

Thanks
Adem

On 2007-09-01 19:29:03, Tak Tran changed the ticket status to CLOSE-PENDING and wrote:

Hi Adem,

Thanks for the reply. We’re sorry to see you go, I have processed the cancellation for you now and it will complete in a few hours.

Best Wishes Tak Tran

Heart Internet Support

On 2007-09-01 21:12:21, you changed the ticket status to OPEN and wrote:

Thanks Tak.

Luckily I didn’t have this type of experience. So I am back down to 1 hosting package but following on from the advice of Chris (Aidan also mentioned this company a while back) I’ll be setting up a hosting account with A Small Orange, but I won’t be using the hosting much but instead will be utilising the unlimited MySQL databases which I can get for only $25 (£12.40) a year.

I am happy again!