Name: Cobweb
Address: Cobweb Solutions Ltd, Delme 3, Delme Place, Fareham
Rating: 4.71

“I asked this email address to be set up on Monday. It is now Thursday. Pauline tried to call you this morning and held on for twenty minutes and gave up. I want someone to call me tomorrow to answer why this happened. 07966528640.”

Helpful Report

(Support) - Posted 2 years ago

Hi John Thank you for your review, we are sorry to hear your experience did not meet expectation on this occasion. A member of our Customer Relations Team will be in contact with you tomorrow, alternatively you can reach them on 0345 223 9000 option 4 or at customerrelations@cobweb.com Kind regards Cobweb

Posted 2 years ago

“We are a new client and I appear to have been ignored on several occasions. Firstly our migration from KCOM To Cobweb was delayed and no-one keep me informed on what was happening - in spite of my requests for feedback/updates. After it was eventually done I asked for help with passwords on 2 of our 3 email accounts and had no response. And to my surprise, yesterday out of the blue I stopped receiving emails! I thought it may perhaps be a glitch or a quiet afternoon but when nothing came through this morning I became extremely worried - my email is vitally important to my job. I called your Support Line and was on hold for a Technical Issue for 53 minutes before I gave up and tried another number. This is not acceptable! Eventually I reached a Technician who guided me on what I needed to do - Change my DNS records. I don't understand why this wasn't explained in the very beginning and why I had to experience an issue before the problem could be resolved - this should have been explained as part of the migration process! I have no idea how to do this nor what is required - I contacted our Domain Hosting Supplier who reluctantly guided me through making the changes. Sadly it can take up to 24 hours for the changes to take effect and I may have lost very valuable emails in between. Although I spoke to 2 rather helpful Cobweb Technicians today I am very disappointed and disgruntled regarding the services provided thus far. A final note - I managed to get the passwords changed today as per my request weeks ago - a Ticket had never been created for this query!!!”

Helpful Report

(Support) - Posted 2 years ago

Hi Lisa Thank you for your review. We are very sorry to hear your experience didn’t meet your expectation on this occasion. Given your feedback, we will call to discuss further. Kindest regards Cobweb

Posted 2 years ago

“I had very poor communication and the only real support i got was once i had made an issue on linked in , i did speak with someone in the technical support team who was extremely helpful but was unable to help as blocked from within cobweb”

Helpful Report

(Support) - Posted 2 years ago

“I didn't get any support - by the time they responded it was long beyond resolving”

Helpful Report

(Support) - Posted 2 years ago

Hi, Thank you so much for taking the time to write a review. We are very sorry to hear your experience didn’t meet your expectation on this occasion If you would like us to investigate further then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 2 years ago

“Took far too long to respond, no acknowledgement that anyone was actually dealing with it and when I emailed for a 3rd time somebody responded immediately but didn't fully answer the query.”

Helpful Report

(Support) - Posted 2 years ago

Hi Stephen Thank you so much for taking the time to write Cobweb a review, we appreciate your feedback. We are currently looking into your comments and our Customer Relations team will be in contact to discuss further. Regards, Cobweb

Posted 2 years ago

“Two hours on hold is not acceptable”

Helpful Report

(Support) - Posted 2 years ago

Hi We are sorry to hear your experience did not meet expectation on this occasion. Should you wish to discuss your feedback further please contact our Customer Relations team at customerrelations@cobweb.com or on 0345 223 9000 option 4 Kind regards Cobweb

Posted 2 years ago

“You did NOT send either me or Ian Stobie any communication in January or at any time before you dropped the bombshell that we had a month to change our email host. Nada. Yiu clearly don’t care about your customers- we’ve been loyal to guy for ELEVEN YEARS. You have put us in a very stressful position.”

Helpful Report

(Support) - Posted 2 years ago

“I have been waiting for weeks for a reply. The support from Cobweb has been ridiculous in recent times”

Helpful Report

(Support) - Posted 3 years ago

Hi We are sorry to hear your experience did not meet expectation on this occasion, should you wish to discuss your feedback further please contact our Customer Relations team at customerrelations@cobweb.com Kind regards Cobweb

Posted 3 years ago

“No one ever contacted me - I sent three emails and no one ever got back to me. Not the usual COBWEB standard.”

Helpful Report

(Support) - Posted 3 years ago

Hi We are sorry to hear your experience did not meet expectation on this occasion, should you wish to discuss your feedback further please contact our Customer Relations team at customerrelations@cobweb.com Kind regards Cobweb

Posted 3 years ago

“I have dealt with Cobweb for years and they have been good, no complaints at all! We have now done a migration across using teams and it was very poor, they just don't get back to us and keep charging me thousands,”

Helpful Report

(Service Addition) - Posted 3 years ago

Hi We are sorry to hear your experience did not meet expectation on this occasion. We understand your account manager has been in contact to confirm the action of some of your requests. Should you wish to discuss this further please do contact our Customer Relations team at customerrelations@cobweb.com Kind Regards Cobweb

Posted 3 years ago

“The change to our Exchange hosting has been an utter shitshow.Over a week later and I still can't email from my PC or log in to the new support portal”

Helpful Report

(Support) - Posted 3 years ago

Hi Thank you for your feedback, we are sorry this isn't yet resolved and a member of our team will continue to work with you to identify the issue. Regards, Cobweb

Posted 3 years ago

“I have had no response 2 days since my email was sent”

Helpful Report

(Support) - Posted 3 years ago

Hi An Account Manager will reach out to the customer's main administrator to discuss their Office 365 licence requirements. Regards, Cobweb

Posted 3 years ago

“The worst experience I’ve had from you guys. 2-3 week delays had to chase to get a response, then further delays closing the case when it wasn’t completed. Need to step this up or risual will be moving.”

Helpful Report

(Service Addition) - Posted 3 years ago

Hi, Thank you so much for taking the time to write a review. We are very sorry to hear your experience didn’t meet your expectation on this occasion If you would like us to investigate further then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 3 years ago

“We were suffering with a business-critical issue and the Support team took a week to get back to us. In which time, we had to seek the help of an independent IT specialist to identify and resolve the issue.”

Helpful Report

(Support) - Posted 3 years ago

Hi, Thank you for your review. We are very sorry to hear your experience didn’t meet your expectation on this occasion. Given your feedback, we will call to discuss further. Kindest regards Cobweb

Posted 3 years ago

“As we are apparently using 3rd party software no one has actually confirmed that the TLS has been updated for us. I assume it has but this has never been confirmed. It has taken multiple calls and emails to get things moving”

Helpful Report

(Support) - Posted 3 years ago

Hi, Thank you so much for taking the time to write a review. If you would like us to investigate further then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 3 years ago

“I asked out to set up Microsoft outlook email and have been told how to set up an Exchange account”

Helpful Report

(Support) - Posted 3 years ago

“The instructions to set up MS Outlook do not match anything on my iphone.”

Helpful Report

(Support) - Posted 3 years ago

“Didn't respond, didn't resolve the problem. We had to resolve the problem ourselves with an external contractor.”

Helpful Report

(Support) - Posted 3 years ago

Hi, Thank you so much for taking the time to write a review. If you would like us to investigate further then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 3 years ago

“Not fixed??”

Helpful Report

(Support) - Posted 3 years ago

“Never got support at the end. Had to figure it out myself. This was the same for another ticket I also raised. Will not raise anything else going forward.”

Helpful Report

(Support) - Posted 3 years ago

Cobweb Reviews