Fasthosts dedicated servers offer very poor support for any physical hands on work to the server. We were locked out of our dedicated server and requested a password reset. Fasthosts charged us £70 for for an engineer to do this and told us this will probably be done in the next 2 days but could take up to a week. However it was only after 5 weeks that the engineer had looked at our requested! Due to the ticketing support system the communication line had resulted in us being sent to the back of the support queue again! The support staff on the phone still could make no guarantees about dates. Another 2 weeks passed until the engineer had managed to look at the server and without warning us, rebuilt the server without the original website files, thus all of our websites were down. Again I phoned support to ask when they will restore the websites & data and yet again they could give me no guarantees about when the website data will be restored. Other points to stress for their poor support is: 1) Their responses to customer support emails are short, vague without answering all the questions asked. It seems like the email responses are rushed, probably due to the amount of support they have to deal with. 2) The response to customer emails does not contain the original sent message, only the ticket number and this can be very difficult to keep track of the support emails between yourself and fasthosts. 3) It seems that fasthosts has grown too big and cannot offer the support needed for serious website hosting. I would advise anyone not use fasthosts dedicated servers. If you want to host vitally important websites then look elsewhere.
