Cobweb Reviews

Name: Cobweb
Address: Cobweb Solutions Ltd, Delme 3, Delme Place, Cobweb Solutions Ltd, Delme 3, Delme Place, Hampshire
Rating: 4.75

4.8 Rating 8,261 Reviews

95 %

of reviewers recommend Cobweb

Company Reviews

Info

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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The last time I successfully set up the new email accounts the support team actually set up the TXT record and I gave them permissions to use the domain host account. This time I got a link to a DIY guide. I had trouble setting with the process and eventually set up a different email address in Office365 which was easier.. this explains my scoring.”

Helpful Report

(Support) - Posted 4 years ago

“It took far too long for this call to get to a position to be resolved, but once Alex was involved, all was resolved very quickly. I just wish Cobweb would get back to responding to calls as they did in the past, and to check higher levels of support internally before sending through to Microsoft, whose first level support is to be honest, rubbish. Thanks very much.”

Helpful Report

(Support) - Posted 4 years ago

Hi John 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

“It took a long time to find out that, after several weeks, this issue had resolved itself.”

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(Support) - Posted 5 years ago

“No one contacted me in any way, I had to resolve myself with the help of Google - this is still true but clearly I fixed myself within the SLA response time. My problem here is is that all tickets are always logged as severity 4 when emailed to support@cobweb.com and maybe that's fine and if more important to me then I must phone.”

Helpful Report

Posted 5 years ago

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

Posted 5 years ago

“I called the number on the bottom of your ticket support and gave up holding at two hours and one minute... only because I had also been emailing someone happened to call me back not long after I hung up. He was great and we have sorted my account.”

Helpful Report

(Support) - Posted 5 years ago

Hi Nichole Thank you for your review, we are sorry to hear you experienced such a long time on hold, a member of our Customer Relations Team will reach out to you to obtain some further details so we can look into this . Kind regards Cobweb

Posted 5 years ago

“It would've been better if the problem had never occurred in the first place but it was resolved within a few hours.”

Helpful Report

(Support) - Posted 5 years ago

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

Posted 5 years ago

“As per my comments on the ticket, 2 days to get a first response to a ticket wasn't helpful at all. Previously we've not seen delays like these when contacting Cobweb. Especially when it was about emails that had been quarantined that included customer emails and orders. I understand you have a very high level of calls at the moment, but perhaps you need to expand your team?”

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(Support) - Posted 5 years ago

“time consuming”

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(Support) - Posted 5 years ago

Hi Thank you for your review. Regards, Cobweb

Posted 5 years ago

“Great service, thank you.”

Helpful Report

(Support) - Posted 5 years ago

Hi That's great to hear. Thank you for your review. Regards, Cobweb

Posted 5 years ago

“I've awarded 3 stars because the migration process was at times excellent (five stars to the individuals who provided support and tried their best to resolve problems) and at times dreadful (one star for the difficulties in actually getting hold of anyone on the phone, the time on hold only to be cut off, or the failure to return telephone messages despite the promise to do so). I've alway been a strong advocate of Cobweb and I've recommended you to people within my network, however this was not my best experience by a long way. I understand that you're recruiting and training additional people and I hope that when they're in place, the normal (excellent) service will be resumed. Particular thanks to Andrew Sharpe for his patience and hard work in getting our problems resolved.”

Helpful Report

(Service Addition) - Posted 5 years ago

Hi Chris Thank you so much for taking the time to leave a review. We are very sorry to hear your experience did not meet expectation on this occasion and thank you for your patience. If you would like to discuss any of your concerns further please do contact our Customer Relations team on 0345 223 9000 or at customerrelations@cobweb.com Kind regards Cobweb

Posted 5 years ago

“It’s taken a month to provision 3 new O364 accounts. On all but the last call with Josh I have been unable to speak with tech support when I’ve called, probably about 8-10 times? However, my call with Josh today was excellent, resolving all issues very effectively. I remain confident with Cobweb, and hope that current response times are temporary. Thanks again Josh.”

Helpful Report

(Support) - Posted 5 years ago

Hi Peter Thank you for your feedback, and review for Josh. Regards, Cobweb

Posted 5 years ago

“Ok. Dealt with but required”

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(Support) - Posted 5 years ago

Hi James Thank you for your review, we really appreciate your feedback. Kind regards Cobweb

Posted 5 years ago

“It took too long to get an initial response and ended up being resolved with a work around by the sales person and that will create more work on the financial accounting side of things. It shouldn't be that difficult to provision a standard product.”

Helpful Report

(Support) - Posted 5 years ago

Hi We are sorry to hear your experience did not meet expectation on this occasion, please do not hesitate to contact us if you wish to discuss your concerns further on 0345 223 9000. Kind regards Cobweb

Posted 5 years ago

“Case resolved”

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(Support) - Posted 5 years ago

Hi Thank you for your review. Kind regards Cobweb

Posted 5 years ago

“We were promised the installation would be completed in what turned out to be very optimistic timescales and planned on that basis. Guidance to set-up our users could have been better.”

Helpful Report

(Service Addition) - Posted 5 years ago

Hi Chris We are sorry this experience did not meet your expectation on this occasion, but thank you for your review and feedback. Regards, Cobweb

Posted 5 years ago

“I'm having trouble loading files to the cloud. The guy who helped me did his best. My criticism of this experience is more technical. I still have not successfully loaded everything. I'm having to do it in smaller batches...that then get rejected. The guy who helped me said it was down to a load limit imposed by Microsoft. Not good. Painful, actually. It would be good if you could find a work around. If only for the initial download. Once that is done, I won't need to load as many big files, again. Frustrated. Steve”

Helpful Report

(Support) - Posted 5 years ago

“Took three days with me chasing twice to get any feedback and movment on this issue. Once it was looked at it was resolved quickly but could of been resolved i'm sure the same day.”

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(Support) - Posted 5 years ago

Hi Thank you for your feedback. Regards, Cobweb

Posted 5 years ago

“Didn't reply to all as requested in the support ticket”

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(Support) - Posted 5 years ago

Hi Thank you for your review. 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 5 years ago

“Requested a reply all so we knew when the change was made”

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(Support) - Posted 6 years ago

Hi, Thank you for your review. 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 5 years ago

“Not quite as good as some previous experience with Cobweb support but we got the matter resoved which was the main thing.”

Helpful Report

(Support) - Posted 6 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 concerns further please contact our Customer Relations team on 0345 223 9000 option 5 or at customerrelations@cobweb.com Kind regards Cobweb

Posted 6 years ago

Cobweb is rated 4.8 based on 8,261 reviews