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Cobweb Reviews

4.7 Rating 7,657 Reviews

95 %

of reviewers recommend Cobweb

Company Reviews

About Cobweb:

Cobweb Solutions is a leading IT managed service and cyber security provider, specialising in Microsoft solutions for over 4,000 customers across the UK. As a Microsoft Solutions Partner, we act as an extension of our customers’ teams, helping them optimise their IT investments to drive growth and success. As a trusted leader in cyber security, we are dedicated to continually enhancing our security offerings to protect our customers from the ever-evolving threats in the digital landscape.

Visit Website

Phone:

0345 223 9000

Email:

hello@cobweb.com

Location:

Cobweb Solutions Ltd, Delme 3, Delme Place,
Cobweb Solutions Ltd, Delme 3, Delme Place
Hampshire
PO16 8UX

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Closed tickets without resolving the issue. Painfully slow and often didn't respond to issues until chased. This used to be a good company but recently their support let them down”

Helpful Report

(Support) - Posted 4 years ago

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

Posted 4 years ago

“closed without being resolved”

Helpful Report

(Support) - Posted 4 years ago

Hi We are sorry to hear this issue hasn't been resolved for you and will get the ticket re-opened and contact made. Regards, Cobweb

Posted 4 years ago

“This took way too long to resolve and needed intervention from a manager. Even then, SPF records were not updated. Your SLAs mean nothing.”

Helpful Report

(Support) - Posted 4 years ago

Hi Thank you so much for taking the time to write Cobweb a review, we appreciate your feedback. If you would like to discuss further please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest regards Cobweb

Posted 4 years ago

“The final resolution was very quick, however to get any service had to threaten to report to MD, not the way I wish to operate and sad it had to get to that stage. Still waiting to find out exactrly what Cobweb actually do for me, to consider future”

Helpful Report

(Support) - Posted 4 years ago

Hi Peter Thank you so much for taking the time to write Cobweb a review, we appreciate your feedback. Our Customer Relations team will be in contact to discuss further. Regards,

Posted 4 years ago

“Sorted the problem out myself before anyone got round to responding a week later.”

Helpful Report

(Support) - Posted 4 years ago

“ignored ticket email for a week”

Helpful Report

(Support) - Posted 4 years ago

Hi Gregg We are sorry this hasn't been resolved and a member of our support team will be in contact to progress with you. Regards, Cobweb

Posted 4 years ago

“The problem has got worse since the ticket has been raised and simple instructions have not been followed. It is the client who seems to have to take responsibility to ensure we are invoiced correctly and then keep explaining what is wrong with the invoice. We are now being overcharged for services and I have to waste more time trying to get the problem fixed!”

Helpful Report

(Support) - Posted 4 years ago

Hi Michael A colleague in our Finance team will be reaching out to you to explain your invoicing. If you have any further queries, please do not hesitate to contact us. Regards, Cobweb

Posted 4 years ago

“Whilst the response was acceptable, the time taken to repond was totally unacceptable. Non deliverability of emails becuase of IP blocking is a time sensitive issue, and not somthing to be left 5 days before replying. This is wholly unacceptable.”

Helpful Report

(Support) - Posted 4 years ago

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

Posted 4 years ago

“didnt resolve my issue and taken weeks to come to simply closing my case”

Helpful Report

(Support) - Posted 4 years ago

Hi Rob Thank you for your review and the opportunity to reach out to resolve your query. Regards, Cobweb

Posted 4 years ago

“I submitted 3 tickets about the same issue, got no response, then my ticket was closed because you 'have not heard back from me'”

Helpful Report

(Support) - Posted 4 years ago

“How is acceptable to reply to an email?”

Helpful Report

(Support) - Posted 4 years ago

“Cobweb's support was always brilliant but since migrating to Microsoft 365 we have had untold issues trying to get new licenses. The support team take days to resolve these issues, not acceptable. We will be moving our services away from Cobweb at the earliest opportunity.”

Helpful Report

(Support) - Posted 4 years ago

“Took far too long and too much chasing to have simple changes to set up made. Very disappointing.”

Helpful Report

(Support) - Posted 4 years ago

Hi Jo Thank you for your review, we are sorry to hear your experience did not meet expectation on this occasion. Please do reach out to our Customer Relations team if you wish to discuss your concerns further at customerrelations@cobweb.com Kind regards Cobweb

Posted 4 years ago

“It seemed that the concept of unable to access email because the password was locked did not enter consciousness - "send me an AUTHORITY email" - DIFFICULT when I can't access email - etc A really poor resolution with bizarre, can you tell me your postcode to validate when we had been on the phone for 2 hours!! Complete mess”

Helpful Report

(Support) - Posted 4 years ago

“This issue has not yet been resolved. Please can someone get in touch to advise how this can be progressed. Thank you. Amanda”

Helpful Report

(Support) - Posted 4 years ago

Hi Amanda Thank you for your review. We are sorry this hasn't been resolved for you. One of our support colleagues will be in touch to discuss further. Regards, Cobweb

Posted 4 years ago

“This was not a problem I reported, so something is wrong”

Helpful Report

(Support) - Posted 4 years ago

Hi Thank you for your review, we are currently looking into this further. Should you wish to discuss your feedback please contact our Customer Relations team on 0345 223 9000 option 4 or at customerrelations@cobweb.com Kind regards Cobweb

Posted 4 years ago

“email said you have contacted me several times - i have no emails or phone records of this”

Helpful Report

(Support) - Posted 4 years ago

Hi We are sorry to hear your experience did not meet expectation on this occasion and have arranged for a member of our support team to reach out to you. Should you wish to discuss your feedback further please contact our Customer Relations team on 0345 223 9000 or at customerrelations@cobweb.com Kind regards Cobweb

Posted 4 years ago

“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 4 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 4 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 4 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 4 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 4 years ago

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Cobweb is rated 4.7 based on 7,657 reviews