Having been a customer since Sept 2014, I had originally decided to change to them as they were very good value for money. And in fairness, the first year went fairly well with Technical support tickets generally answered within 24-48 hours.
Unfortunately, soon after I renewed this year (Sept 2015) I have had no less than four complete outages where my site was down (in space of 5 months).
I submitted High priority support tickets - which sometimes took up to 4 days to get a response to!
Each outage has taken over 24 hours to be tended to.
Not once when I phoned their telephone support did I get to speak to anyone - you're just told to leave a message or carry on waiting. I shouldn't have wasted any time waiting on the line, as to add insult to injury I was slapped with a £3.67 bill this month for a single call where I waited!
In response to leaving a message, they would phone back several hours later - but as soon as you pick up - they hang up! This happened multiple times, so was not a one off. Whether it's a phone system failure or not, they would never try to ring again or chase up!
However the nail in the coffin, having recently submitted a complaint to their customer services I've now noticed many of the offending support tickets have been deleted from the system! Unbelievable.
I tried to be patient but unfortunately my patience has worn out. I have changed supplier - paying an extra couple of pounds a month more to go with a bigger host again.
Would recommend but only for their value for money and for non-business critical hosting. If you need your site up 24/7 I would steer clear.