I find it upsetting that hosting providers still exist that hide charges, make it difficult to leave and have hidden cancellation procedures that if not followed correctly will result in additonal fees and in some cases transfer of debts to debt collection agencies.

Sadly a big name like Fasthosts - you would not expect to fall in this category. But they do, as I have experienced myself.

Before reading on - let me say to all my clients, do not use Fasthosts before checking with me. I cannot and will not recommend them and would advise anyone currently with hosting packages or domains with Fasthosts to try and get out as quickly as possible.

The procedure for cancellation is to email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it  including your account and pin number in every correspondence. If you fail to include the numbers then the correspondence WILL be ignored.

THERE IS NO GUARANTEE that the information you provide will be full enough for them to act and the only way that you will know that you have been successful is if they do not charge you at the end of the term.

DO NOT cancel cards or refuse payment as they will only transfer your debt onto a debt collection agency which will result in threats, constant phone calls and harrassment..

Two years ago I had to work with another organisation and as part of my work to try and get a website/portal created. For this I went to Fasthosts and ordered a domain and relevant hosting package.

At the beginning of last year the organisation ceased delivery and the hosting which was in my name was no longer needed. I had completely forgotten about it until last year when I was charged for the renewals - Some £300. Which I could obviously not charge back to anyone.

I then went into my control panel provided by Fasthosts and switched off all the hosting requirements and tried to see if there was anything else I had to do to cancel this service.

I could find nothing else. No other cancellation advice or procedures. So switched off the hosting and domain and thought that would be the end of it. Until August when I had to pay a renewal for the domain registration.

Again I went into the control panel, which has changed significantly from the last time, to cancel the domain.

I checked to make sure that there was no hosting - there wasn't and no other bills expected - there were none. They have a recurring payments module and nothing was showing.

Two days ago I have been charged direct from my credit card for database and server configurations that I do not need  £291+ for additional services for a hosting service I had cancelled.

You need to have hosting services to access these additional services, which I clearly didn't.

There is a very clear lack of transparency over charges and cancellation procedures within this company.

 My first complaint was met with “you cannot complain unless you input a particular code”, despite the fact they have invoice and account information. Then you cannot simply cancel your services - you have to find the relevant support article and then request cancellation from the appropriate department.

The update being that the said support article does not exist! There is NO support article that tells you how to cancel your hosting services.

(Update: YOU MUST CONTACT THEIR CUSTOMER SUPPORT SERVICES, WAIT FOR A REPRESENTATIVE AND EXPLAIN WHY YOU WANT TO LEAVE!) Then confirm in writing, recorded delivery to the appropriate department, DO NOT FORGET TO INCLUDE REFRENCE NUMBERS AND ACCOUNT DETAILS!

I clearly have no hope of getting my money back as I didn't trawl through the many many pages of sales information to find out how to cancel the service even though I thought I had. (Because it doesn't exist)

I feel that someone should be making the public aware of the practices by some hosting companies that I thought had died out long ago.

There should be greater clarity in terms of what you are going to be charged and when. It is a cynical sales ploy that makes it less hassle to stay, than to cancel or transfer out. But even if you transfer out you may still be hit because you did not cancel hosting services for a domain you no longer posess.

There should be an easier cancellation method. Goodness know they make it easy enough to purchase why cannot they make things just as simple to cancel.

Why is there no commercial body out there to supervise this kind of trading. I notice that Fasthosts are not members of the ISPA – which I find very significant, also really annoying because I cannot complain to them either.

My warning to everyone is – be extremely careful when ordering from this company because you may find it almost impossible to leave. Of course after the event – I am finding all sorts of warnings and complaints about Fasthosts all over the internet. Sadly too late for the £600 down the plughole.

According to other online sources it appears that the company will prefer to wait until you take them to court rather than resort to refunds.

After experiencing the poor service from Fasthosts it has made me aware that I should provide easier cancellation procedures myself, which I had not thought necessary as I am a small business with a small client base - however, lead by example and show these larger money grabbing corporations that obviously have no considerations for their customers, how it is done.

As a result of this episode I am reviewing my online procedures, tightening up my accounts processes, which were a little flexible as some of my clients will know, and making every aspect of my own hosting and domain services that little bit more professional.

In addition I am determined wherever possible to undercut many of Fasthosts charges and win back the money I lost by showing them how a caring business works with its customers.

Fasthosts goes to prove that cheapest is not always best and the larger the company the less important you are as a customer.