All Fasthosts Customers affected by the password change received an email this morning thanking them for patience and understanding during this ‘very difficult time’.

While we mull over the content of this letter, there was one statement that stood out, claiming that Fasthosts would “return to providing industry leading technical support as quickly as humanly possible”.

If you have been a customer with Fasthosts for any length of time, this statement is just completely wrong, and more like the sort of statement we expect from a politician, and not from a supplier we are paying to provide a service.

The truth is that Fasthosts support is appalling, and always has been.  With very rare exceptions, support staff talk to you like you are an irritation, or a moron, and always with an underlying sense of ‘Fasthosts Word Is Final’.  Let’s make that absolutely clear – there is no ‘Help’ from Fasthosts Help Desk.

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Technical Support Please…

December 7, 2007

If you are one of the lucky customers able to access their control panel over the last few days, you may have noticed that your Technical Support is pretty much unavailable unless you are willing to suffer more than 2 hours on the holding queue being assumed at by the repetitive statements of their Primary Objective.

OK, so leave the phones to the poor souls who can’t even get in, let’s send an email.  Just as a simple test, we submitted 10 support requests 7 days ago (Friday), almost all from different accounts we have access to or through resellers we know.

The response was pretty damning.  As far as we know, this is because email support is handled by the same people who are on the telephone lines, and lets face it they just don’t have the time. Read the rest of this entry »

Whois calling?

December 4, 2007

Transcript of a support call with HAL at Fasthosts Tech Support – we have this on in MP3, it’s hilarious.

Hal: Fasthosts Technical Support, Can I have your account number and PIN please?

Dave: What both? Why do you need that?

Hal: Well the account number is to identify the account, and the PIN is to be certain we can identify you as authorised to use the account.

Dave: So it’s just to identify me, to make sure it’s me.

Hal: Yes.

<details given – Hal probably reads recent notes on the account and recognises who it is>

Dave: I would like the new control panel password on my account please?

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