Cobweb Reviews

Name: Cobweb
Address: Cobweb Solutions Ltd, Delme 3, Delme Place, Cobweb Solutions Ltd, Delme 3, Delme Place, Hampshire
Rating: 4.74

4.7 Rating 7,256 Reviews

95 %

of reviewers recommend Cobweb

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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.

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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

Cobweb 5 star review on 14th August 2024

Anonymous

Anonymous // 01/01/2019

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

“0365 migration 2 weeks later than expected, half our order was not processed. chased numerous time for dates of changeover, Queries with charges for O365 set up not resolved in a timely manner, direct debit amounts taken from bank without agreeing with an our order, direct debit queried over a week ago and no response given yet, some items resolved others ignored. Still waiting on answers.”

Helpful Report

(Support) - Posted 4 years ago

“10 days and still not resolved. It is causing serious problems with communications (key staff and key clients).”

Helpful Report

(Support) - Posted 4 years ago

“Getting in touch with an actual person was virtually impossible. Lots of emails but virtually no actual real people.”

Helpful Report

(Support) - Posted 4 years ago

Hi Simon Thank for your time on the phone to discuss your review - your feedback is appreciated. Regards, Cobweb

Posted 4 years ago

“very poor communications, our whole company emails down for hours, once resolved certain users then down again 3 hours , now appears that each outlook used has to await database rebuilding in outlook before searches atc operate corrcetley , no communication from cobweb , just advised to check for hoiurly updates to service srtatus, updates were not posted hourly!”

Helpful Report

(Support) - Posted 4 years ago

“The issue is still not resolved and was logged at the end of January”

Helpful Report

(Support) - Posted 4 years ago

Hi Jamie Thank you for your review, we can confirm that your request is still being dealt with by our support team under a separate ticket. Please accept our apologies for the confusion. Kind regards Cobweb

Posted 4 years ago

“Changeover was initiated without discussion with me. The email instructions were sent after the changeover started so I didn't get them. it tool hours of time to get through to you and sort the problems over 48h after I had been without any email access. It was only working with your engineers trying to problem solve that I suggested a set of actions that resolved one issue There were ongoing problems subsequently which required several emails to you. Frankly, really disappointed in Cobweb and think my changeover fee should be refunded. Prior to this experience I would have had no hesitation in recommending Cobweb. Now I'm not so sure. My ex-wife will have to do similarly to me as she has the same set up. God knows how she'll cope if she has to endure what I did.”

Helpful Report

(Service Addition) - Posted 4 years ago

“Alex was very patient as he helped to resolve some of the issues caused by Cobwebs change of focus away from small companies to big companies”

Helpful Report

(Support) - Posted 4 years ago

Hi We are really pleased to hear that Alex was able to assist you, thank you so much for your feedback. Kind regards Cobweb

Posted 4 years ago

“The setup of the service was horrendous for various reasons, it took approx a week and a half to get the service working. Communication from Cobweb was almost non-existent especially when they knew I was having a number of issues. To get the issues resolved I bypassed Cobweb and went directly to SignNow who were able to resolve my initial issues after Cobweb failed to do so. Our SignNow account is now working - but not impressed at all with Cobweb on this occasion.”

Helpful Report

(Service Addition) - Posted 4 years ago

Hi Tom Thank you for taking the time to leave a a review, we are really sorry to hear your experience did not meet expectation on this occasion. Please do contact us if we can be of any further assistance. Kind regards Cobweb

Posted 4 years ago

“Issue not solved. I've left a number of voicemails asking for a technition to call me back.”

Helpful Report

(Support) - Posted 4 years ago

Hi Andrew Thank you for your review and feedback. Technical Support will contact you. If there is anything else we can help you with, then please do contact us. Regards, Cobweb

Posted 4 years ago

“Confusing and contradictary advice, resolved in the end but it took a week. DON'T BLAM COVID for being bad at your job!”

Helpful Report

(Support) - Posted 4 years ago

Hi Gregg, Thank you for your review and the opportunity to discuss further. Regards, Cobweb

Posted 4 years ago

“My issue is with transferring files from my external hard disc to my cloud account. After calls (2), messages not followed up (3) and emails (1) which did not resolve the issue...I called in one last time to see if someone could help. I got through to someone and he did help. He told me that the problem was with the amount of disc space on my C: drive. This was limiting my ability to transfer files smoothly. He also showed me how to tick and untick files in the cloud to get around deficiencies in my C:drive in the short term. Managing files across two different systems (cloud + extrnal HD) is difficult...even a bit emotional. That it took so long to get a response and then a solution is poor. And it is out of character with what I have found with Cobweb in the past. You are usually very responsive and very helpful. Steve”

Helpful Report

(Support) - Posted 4 years ago

Hi Steve, Thank you for your review and 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

“No action taken”

Helpful Report

(Support) - Posted 4 years ago

Hi Nick Thank you for taking the time to leave a review, we are sorry your experience did not meet expectation on this occasion, please do not hesitate to contact our customer relations team if you wish to discuss further at customerrelations@cobweb.com Kind regards Cobweb

Posted 4 years ago

“Initial response time very slow had to send email reminders to generate an initial response to the ticket. Unable to resolve the issue, response simply seems to be the issue is with the third party software you are using rather than the upgraded email account that we have changed. Eager to close the ticket on that basis leaving me as a user unable to run my business. We have used the cobweb for our email provision for a very long time now and I have never experienced such poor customer service before. It appears technicians really don't understand the Office 365 product that we've been forced to use and are reading from scripts when answering questions. Seriously considering moving our account elsewhere.”

Helpful Report

(Support) - Posted 4 years ago

Hi Thank you for your review and feedback. Technical Support will contact you to discuss the query raised. If there is anything else we can help you with, then please do contact us. Regards, Cobweb

Posted 4 years ago

“The issue was not resolved and I don't feel the technician fully understood the issue based on his response.”

Helpful Report

(Support) - Posted 4 years ago

“It took about 6 weeks to resolve this issue, which was resolved in 2 hours once I got to speak to a microsoft support technician. The cobweb team appear to lack training and were slow to escalate this to Microsoft when they were unable to resolve it. In the end, I think the Cobweb team should have been able to resolve this for me - smtp authentication needed to be enabled on the accounts. Fortunately the Microsft technician has provided the commands I need to run to resolve this in future.”

Helpful Report

(Support) - Posted 4 years ago

Hi Thank you so much for taking the time to leave a review, we are sorry to hear your experience did not meet expectation on this occasion and really appreciate your feedback. If you would like to discuss your experience further please contact us on 0345 223 9000 or at customerrelations@cobweb.com Kind regards Cobweb

Posted 4 years ago

“I think I was clear what I wanted - the same administrator info for Office 365 I got when logged in as administrator to Hosted Exchange. It felt like you just said "Here's a URL. Login and try that" because you couldn't really be bothered to think about what I need or what the URL would give me. Don't bother following up on this. I'll just call when I need help.”

Helpful Report

(Support) - Posted 4 years ago

Hi Peter We are really sorry to hear your experience did not meet expectation on this occasion. Should to wish to discuss your concerns further please contact us at customerrelations@cobweb.com or on 0345 223 9000 option 5. Kind regards Cobweb

Posted 4 years ago

“It just took a long time to get any response. When I did it was satisfactory. Up to now over the years we have had very good service so probably down to the disruption caused by CV-19”

Helpful Report

(Support) - Posted 4 years ago

Hi Dexter We are sorry to hear your experience did not meet expectation on this occasion. if you would like to discuss your feedback further please contact our Customer Relations team on 0345 223 9000 or via email at customerrelations@cobweb.com Kind regards Cobweb

Posted 4 years ago

“I have tried phoning and also sent an email but have had no replies”

Helpful Report

(Support) - Posted 4 years ago

Hi Helen 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 and we will be in touch shortly to discuss further. Regards, Cobweb

Posted 4 years ago

“The support has got progressively worse.”

Helpful Report

(Support) - Posted 5 years ago

Hi We are sorry to hear your experience did not meet expectation on this occasion, if you would like to discuss your concerns further please contact our Customer Relations team on 0345 223 9000 or via email at customerrelations@cobweb.com Kind regards Cobweb

Posted 5 years ago

“I know its been a busy period with Covid-19, but 17 days to resolve a really simple billing query is not what I would expect from Cobweb”

Helpful Report

(Support) - Posted 5 years ago

Hi Thank you for taking the time to leave a review, we are sorry to hear your experience did not meet expectation on this occasion. If you would like to discuss your feedback further please contact our Customer Relations team on 0345 223 9000 or via email at customerrelations@cobweb.com Kind regards Cobweb

Posted 5 years ago

Cobweb is rated 4.7 based on 7,256 reviews