I used to stick up for fasthosts, they have been good to me in the past, but no more!!
As i'm sure you are aware they recently changed a lot of people passwords, which has resulted in their sites going down.
I'm losing money every hours becuase my site aint live becuase they cant access the database. I'm also expecting my
SEO positions to drop if google spiders the site when they are down.
They are sending a letter (which will take a few days) out in the post with my new password, but i think they have my old address, so i've been trying to call them to let them know my new address. But you cant get through to their call centre.
I call yesterday, started at position 56 and after an hour and 15 mins made it to position 39, at that rate it would take 3 hours on hold to get through!
What fasthosts should and should have done:
1) Sent a letter and email to every customer affected asking them to change their password and also ask customers to acknowledge they received the info (my email never arrived.
2) If the customer didn't change their password, they should have called all customers by telephone, asking them to change their passwords.
3) They should have massively increased the number of call centre agents, so it doesn't take 3 hours to get through
4) Get extra staff in to deal with email - i haven't received a response to my email from two days ago.
5) Sent the new passwords via email and well as letter
6) Give every customer affected first hosting for a month.
Security problem do happen but the way they have handled this is not professional. So the second i get my new passwords i'm leaving fasthosts and will NEVER USE THEM AGAIN.
Fasthosts please answer your phones!!!!
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