Fasthosts, You’ve let me down

This is an open letter to Fasthosts

To whom it may concern:

I’ve been a reseller of your packages for a couple of years now. There have been blips along the way, but nothing that prevented me getting my job done.

Remember when you had those floods? I was a little disappointed that I hadn’t been contacted about the situation. But you did have the problems with dedicated servers on your site as part of a newsfeed. Still, it was only for a few hours. Reading some forums and posts, I understand that I was lucky. Some were out for a day or more!

The recent issue of the security breach had me worried, so I changed a few passwords. Ultimately, I left it up to the clients to decide if they needed to change their passwords. How naive of me to think that would be the end of it.

Your policy of a blanket password reset over the last two weeks has left me and my business reeling. I’m currently in the middle of 4 development projects, and then suddenly all of my hosted mySQL databases have had their passwords reset! Any site depending on mySQL suddenly stopped working!

Needless to say a good amount of time was spent getting these going again. Resetting passwords, rewriting code etc.

But then it all went wrong.

After I fixed the first few sites, your FTP servers stopped responding. The customer services telephone queue seems to average about 1 hour (at a non-geographic national rate – I hope that you’re making a good profit from that). When I do finally get through, I get told that it’s probably because people are resetting their passwords – it will settle down soon.

Well, I’ve been waiting for it to settle down for over a week now. My development projects have stalled. Existing sites aren’t working. My clients think I’m either lazy or incompetent. I am powerless to get anything done and it’s your fault, Fasthosts.

Yet the propoganda you send out suggests everything’s alright and that you’re hitting a momentary blip. No one is standing up to be accountable for the debacle.

Clearly the blanket password reset has caused a raft of other problems, FTP, control panels, emails and so on. Service is spotty at best, support non-existent. I am incapable of doing my job.

You’ve let me down, Fasthosts. And the shocking part is you don’t seem to care. You’re irreparably damaged my business.

I’m now actively looking for a new reseller partner. It’s time for us to part ways.

  • andy

    I totally agree with all of that, too the point and non abusive, I have always defended them but all of this has me perplexed. I have customers who are locked out, who registered the account ages ago with billybob@aol.com for example, an account that no longer exists.

    They dont understand that most customers dont even know the different between an address bar and a search bar, how are they ment too navigate too change passwords.

    Im not a mechanic so dont expect me too do a clutch on my car

    madness

    andy