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Is Webfusion the host for you?
Last reviewed Jun 19, 2016
$ 6.12 / Month
Incompetent - Zero support even when they mess up (domain auto renew doesn't actually work - they took the money a autorenewal time but didn't renew the domain- hence it expired and got parked) - Took them 3 days to get it back up again - NO apology - NO explanation - I write this 3 weeks after that event as now all the domains on our reseller have had no email function for the last 24 hours !! - again - NO response to support request - NO explanations - Nothing on Service Status Page - Incompetence at its best - These guys could cost you your business !! - Be Warned - Read te other reviews across the internet on the webfusion / Heart Internet platform !!
By far the worst Customer Support I have ever experienced. Days or even WEEKS to reply to a simple message.
They took £160 out of my account over a month and half ago. I cancelled this service last year too, and suddenly it comes out of my account.
They wont reply to me now and I'm left £160 in the hole with nothing to show for it.
There are plenty of other companies that are worth your money. Avoid these at all costs.
Absolutely dire customer support. I'm leaving them today. They managed to completely lose my site from their server when all I wanted them to do was add an SSL to their server. It's now been down for over 24 hours. They often take between 1 and 2 days to answer support tickets...usually with unsatisfactory answers. If you think you might need any technical support at all, do not choose Webfusion!
Have several domains that we've purchased from WebFusion domain service, we have been with them for over 2 years, and problems with dns, slow panel, are a constant.
When you set different name-servers, when they feel like it, they will reset to the default ones, pointing to their domain (I guess this is how they make their marketing, free of charge.).
VPS is a fantasy trip that you don't want to make, cause you'll wake up with all your data lost, and their "specialist" after exchanging dozens of emails explaining to them like you would to a kindergarten kid, still reply's that the problem was on the client behalf.
We are in transition and I can't really remember all the JUNK that have happened with this "wonder" of a "webhosting solution provider".
I urge anyone to stay away from them.
Worst Support Ever
My server had a catastrophic failure on Thursday and it was down for over 24 hours while they set up a new one. I then had to reinstall everything back onto it and something is still broken and they refuse to help me fix it. All my clients had now websites or emails during this time. Avoid using them at all costs.
I wouldn't recommend these people to anybody, their technical support is a complete waste of time. Their 0845 number prints money for them, nobody answers and if they do and find a problem involving some effort, they jusy put you back on 'hold'.
After a lot of campaigning when you by chance manage to speak to one 'techie' you get one story, speak to another the opposite. Thus, they are either dead ignorant, or they lie. Anything to avoid actually working.
As far as I am concerned I have had zero value from 2 x Â£200pa over the last 10 years.
Our Web Fusion VPS went offline last week. At the time of writing (7 days later) it is still offline.
We have used Web Fusion for the past couple of years and this was the first major problem we have encountered. My experience has shown up some major problems with the Web Fusion support.
Firstly, the on line ticketing system is OK for simple problems that can rectified immediately. However, if they reply asking for mor information, your response goes to the bottom of the queue.
Secondly, if you call the support number you have to deal with the person who picks up the call. This means that there is no continuity and you will end up explaining the problem over and over again.
Thirdly, when things are taking too long to be resolved, there is absolutely no mechanism for escalating the problem into the management structure.
Lastly, although the support is 24/7, don't expect anything other than relatively simple queries to be handled outside normal office hours.
I have had a very frustrating week with my most recent problem but I have tried to be objective. I would definitely not recommend this provider but I'm not sure that any of the low cost providers are much better.
Finally, be aware that there is no SLA attached to their VPS configurations so if it fails there can be no claims for downtime.
I used their hosting for 1 year, when I was coming to the end of the 1 year term I was browsing their package deals and clicked on one to find out more info - unfortunately this click, without warning, meant I had upgraded my package automatically! I didn't have to enter any card details and was never shown any terms and conditions before the purchase. They used my card details that had been stored on their system from a year ago when I first signed up - I didn't even realise they still had the details!
I immediately called to say what had happened and ask that the purchase be cancelled. I was told that it's not possible to cancel and get a refund as the upgrade had taken effect immediately. Apparently this is all in the terms and conditions, which incidentally are available on a completely different website of theirs. According to distance selling law in the UK it required that you are shown terms and conditions before making a purchase. I was told that they could not (ie. would not) do anything over the phone and that if I had a problem I had to write a letter to the complaints department.
The operator kindly gave me the WRONG address for the complaints department, so the first letter I wrote came back to me a week later, unopened. I then looked up their complaints address on the internet and resent the letter, recorded delivery. In it I explained that I had not intended to make the hosting purchase and as evidence of this I had called them straight after the purchase happened. I also described how I had been duped into making the purchase without any warning or second chances, and apparently without the possibility of a refund. Furthermore, contrary to distance selling law, without being shown terms and conditions. I stated in the letter that if I did not have a response within 10 days I would issue a claim against them in County Court.
Sure enough within 10 days their customer services emailed me to say that I was wrong, but they would refund the money anyway - as a gesture of goodwill. Thanks Webfusion, thanks a lot for the goodwill. As a gesture of my goodwill I am writing this review.
Webfusion has been around since 1998, making it one of the pioneers of UK web hosting. Today, it is one of several hosting brands run by the large corporate group GX Network Limited. Other hosting companies in the group include 123-reg, Donhost, Supanames and Vialtus Solutions.
GX Networks has more than one million customers and runs one of the UK’s most comprehensive communication networks. Today’s GX Networks is the result of several takeovers and buyouts during the past ten years. The last of these occurred in 2007 when the massive Pipex Communications Plc was spilt up following the sale of its broadband business to Tiscali. In 2008 the remaining elements of Pipex Communications (which included Webfusion) were re-named GX Networks Ltd.
Company and Services
Webfusion and its parent company, GX Networks, are private companies. GX Networks has its headquarters in the London suburb of Uxbridge.
Webfusion offers both Linux and Windows-based hosting. It has a comprehensive selection of packages from shared to VPS and dedicated server hosting. It also offers reseller options and Windows-based SharedPoint hosting. The standard shared hosting package comes in four sizes, starting with 1.5 GB disk space, 20 GB bandwidth and 500 mail boxes up to 300GB disk space, 300GB bandwidth and 5,000 mail boxes. All of these come with one free set-up and one free domain name, as well as 99.99% guaranteed uptime.
Specialist e-commerce options are also available. There are three VPS packages, while dedicated server fans are catered to with four different solutions, and again get 99.9% guaranteed uptime. All packages come with 30 day money back guarantee.
Webfusion offers 24/7 technical support via ticketed email and 0845 phone line. Account queries are handled during office hours Monday to Saturday. However, based on recent reviews, Webfusion’s customer service may have some way to go to improve its response times.
Webfusion has several ‘firsts’ to its credit including been the first UK host provider to offer reseller packages and the first to offer Microsoft’s .net 2.0 hosting in the UK. Webfusion, along with others in the Group, made the industry news in 2008 following the re-branding of Pipex Communications to GX Networks.
Webfusion is a member of the Internet Watch Foundation, a charity which aims to limit the amount of illegal content on the internet. It has been a UK Web Host Directory winner for Shared and Linux hosting (in 2007) and Windows Hosting (in 2006).
Webfusion’s servers are linked to the GX Networks’ Tier 1 network which is spread across the UK. Taken as a whole, GX Networks has data centers in London, Leeds, Manchester and Nottingham.
Entry-level hosting generally means a shared server web hosting plan. Webfusion offers managed hosting, dedicated servers, and virtual private servers. If you’re looking for an entry-level shared-server plan, there is a hosting solutions option listed on the website, but it redirects to Heart Internet, a Webfusion sister company.
With a dedicated server, only your content will reside on that server. A virtual private server segments a single physical server into multiple distinct partitions that share server resources. VPS plans generally offer more performance bang for your buck, but a dedicated server offers greater security protections and customization options.
Contracts for terms as short as one month are available for situations where your project requirements are expected to be short-lived, or if you just want to keep your options open.
With managed hosting, VPS, and dedicated server plans you have the choice of a Windows or Linux operating system deployment.
Virtual private servers appear to be running a Ubuntu deployment. If you select a dedicated server plan you can choose between CentOS 6 or 7, or Ubuntu 12.4 or 14.4. If you go all-in with managed hosting you can choose between CentOS 6, Ubuntu 10.4 or 12.4, Debian 6, and Fedora 14.
The exact edition isn’t specified for VPS plans, so you will want to ask before buying if the exact Windows OS is important to you. If you go with a dedicated server you have the option of either Microsoft Windows Server 2008 R2 Web Edition or Server 2012 R2 Standard Edition. With managed hosting, you get Windows Server 2008 RS Web, Standard, or Enterprise edition.
The answer depends on the technology your project will require. Both Windows and Linux servers can handle most common server-side scripting languages such as PHP and Perl. However, if you plan to use additional languages (Python, Ruby on Rails, ASP.NET, C, C++, Java, etc.) you will need to be picky about which type of server operating system you choose.
All dedicated server and managed hosting plans include a Service Level Agreement (SLA) that details the guaranteed level of service the hosting provider is required to maintain at all times. Highlights of the SLA include 99.9% network connectivity, redundant hardware for immediate handover in the event of a hardware failure, and instant server reboot from your control panel for managed hosting accounts.
24/7 phone, chat, email, and a ticketing system are included in all plans. In addition, a knowledge base is maintained that should be your first stop to answer frequently asked questions and address commonly encountered issues.
Webfusion owns their own data center located in the UK. The data center has achieved an A grade for energy efficiency. It is staffed 24/7 by an onsite security team and fully protected from natural disasters including fire and floods. Data is digitally secured behind a multi-layer firewall and backed up by externally-stored copies on a regular basis.
Webfusion was founded in 1997 making them one of the longest-standing hosting providers in the UK.
Webfusion is part of HEG, the largest privately-owned hosting company in Europe. Other brands that are part of the HEG family include Heart Internet, 123-reg, Host Europe, domainFactory, RedCoruna, Domainbox.com, and Domainmonster.com.
Quite a few awards are listed on Webfusion’s website including Best Hosting Provider by Start Your Business Magazine, Intel Server Center of Excellence, various awards from UK Web Host Directory, and several others.
VPS, dedicated server, and managed hosting plans include Plesk control panel. However, if you prefer, you can switch to a cPanel control panel with your dedicated server or a managed hosting plan.
If you prefer the improved performance and reduced risk of data loss offered by solid state drive technology SSD storage options are available for your dedicated server or managed hosting plans.
Managed hosting plans from Webfusion are custom built for each customer. If you’re interested in managed hosting or a dedicated server you’ll need to get directly in touch with their sales team to request a proposal that will be tailored to your specific needs.
All Webfusion VPS accounts are self-managed. This means you will have more freedom to make configuration changes to your server space. As a result, every VPS account will be different, and you will need to have the technical prowess to be your own tech support for any server configuration issues.
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