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

“Today our Outlook 2007 service ceased due to a change in the service provided. At no stage we’re we informed of this. Awful service.”

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(Support) - Posted 8 years ago

Hi Henry, Thank you for raising your concern. Please be assured Cobweb takes security very seriously and as you might expect we must ensure all our customers using our hosted services are protected from any security vulnerabilities. One of the ways we do this is to ensure only vendor supported clients are able to connect to our hosted services. In this instance the Microsoft Outlook 2007 client has been out of vendor support since October 2017, as publicised on the Microsoft product lifecycle page, as a courtesy to our customers who may have needed time to upgrade we had deferred blocking this client until now. Importantly, the absence of the vendor support, which includes maintenance for security, means PCs will be more vulnerable to exploitation by malicious software. As you might appreciate our customers are at liberty to use clients purchased from their own suppliers and as such we can only make best endeavours to provide individual notifications; however our terms of service are constantly reviewed to ensure they are kept up to date and state the current supported clients, e.g. Outlook 2013, we also publish notifications to our Service Status page. I hope you understand the action we are taking is in the best interest of all our customers enabling us to provide a safe and secure hosted service. Kind Regards, Cobweb

Posted 8 years ago

“A solution was offered by one agent but because of time (on Cobweb side) a new appointment had to be made. (is offcourse possible). Two times contact with agents who did not know exactly what to do and would come back. Finaly today a remote session was possible, but the solution (which was tested according the first agent) did not work. Cobweb can not support me for part of the activities needed. My first contact was december 29. Now Januari 15 I know I have to do it myself.”

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(Support) - Posted 8 years ago

Hi Antoine, Your message has been passed along to our Customer Relations team who are currently looking into this and will be in contact with you shortly. Kind Regards Cobweb

Posted 8 years ago

“Cobweb failed to provide the detailed instructions to migrate from Hosted Exchange to Office 365, as promised by your salesperson. As a result I have lost some data and am now waiting on a separate follow-up Service Request to see if this can be recovered. Your salesperson promised a lot, your company delivered very little.”

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(Support) - Posted 8 years ago

Hi Allister, We are very sorry to hear your experience didn’t meet expectation on this occasion. A member of our team will be in touch to gather your feedback. Regards, Cobweb

Posted 8 years ago

“you used to be so good and resolve the issues for 3 days we have been wondering why our usual emails with attachements are not going. it was left to my husband to realise they were over 50mb and that is why they are not going. why could you not have told us this 3 days ago? Why is this suddenly happening where we not have to compress files when we have been sending uncompressed files on nannies with multiple attachments for the past 17 years? why is this suddenly happening that files are limited to 50 mg? why can we not have a bigger limit? 5 days ago I reported that Anastasia@internpartnership was not working properly I am getting emails but not receiving. Josh kept saying he was on it - still nothing. disappointed in your service which used to be so good. Anastasia Night Nannies”

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(Support) - Posted 8 years ago

Hi Anastasia Thank you for your review - we really appreciate your honest feedback. We have informed our Customer Relations team and they will contact you shortly. If there is anything else we can help you with, then please do contact us. Regards, Cobweb

Posted 8 years ago

“Basically nothing was sorted. The service was useless, and it was only closed by Cobweb as they don't know how to solve it”

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(Support) - Posted 8 years ago

Hi Rosie, We are very sorry to hear your experience didn’t meet expectation on this occasion. 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 8 years ago

“I am unable to use the App”

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(New Customer) - Posted 8 years ago

Hi John Thank you for your feedback - we will ask a member of our team to call you and assist with your query. Regards, Cobweb

Posted 8 years ago

“No solution offered! Just agreed it didn't work. So much for Cobweb SOLUTIONS!”

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(Support) - Posted 8 years ago

Hi David, We are very sorry to hear about this, we have passed your message along to our Customer Relations team who are investigating this issue and will get back to you shortly. Kind Regards Cobweb

Posted 8 years ago

“I was not given a response to my question yet the ticket was closed advised that i was given information.”

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(Support) - Posted 8 years ago

Hi We are sorry we have not provided our best services on this occasion, please be assured we do our best to constantly improve our customer service and offer the best support to our customers. A member of our team will be in touch to gather your feedback. Regards, Cobweb

Posted 8 years ago

“I have not received a resolution to my issue, yet the ticket was closed.”

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(Support) - Posted 8 years ago

Hi Andrew, We are sorry your issue had not been resolved, I can see a member of our Support Team is looking into your issue and are in contact with you to get this resolved as quickly as possible. Kind Regards Cobweb

Posted 8 years ago

“The ticket was logged and no response was had for nearly 24 hrs. Luckily I called to elevate the urgency of this issue, otherwise nothing would have happened. I had also contacted my account manager, who had yet to call me back to see if everything is back on track.”

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(Support) - Posted 8 years ago

Hi Shane, We are sorry we have not provided our best services on this occasion, please be assured we do our best to constantly improve our customer service and offer the best support to our customers. A member of our team will be in touch to gather your feedback. Regards, Cobweb

Posted 8 years ago

“I haven't agreed to any purchase!”

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(New Customer) - Posted 8 years ago

Hello, 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. Kind Regards Cobweb

Posted 8 years ago

“Issue not resolved - closed ticket without checking if it was resolved. I don't have any of the options shown in the KB article, the only options I have are: User account Exchange mailbox Help & support (every link in this section goes to a blank page except for navigation - no content - can't even log a support ticket from here had to send you an email from the public facing contact us page) I'm going to guess that I don't have permissions to see the options listed in the KB article. Either way - need this fixed please. As someone who worked in IT support for over 10 years I would never close a ticket without knowing that the issue was resolved first..... Those call resolution stats need to be based on actual performance not fudged calls.”

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(Support) - Posted 8 years ago

Hi Peter 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. We have informed our Customer Service team and they will contact you shortly, along with Customer Relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 8 years ago

“Customer service took forever to answer question, mostly evading the point by trying to push additional service charges.”

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(Support) - Posted 8 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. Kind Regards Cobweb

Posted 8 years ago

“Speed, contradiction”

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(Support) - Posted 8 years ago

Hi Mathy, We really value your honest feedback; as part of our commitment to constantly improve our services, we have passed your comments to our Customer Relations team who will look into your comments. We are sorry for any inconvenience this may have caused. Kind Regards Cobweb

Posted 8 years ago

“Ridiculous series of emails every time time I try to call you back, always told the same thing. Someone will call you. every time this happens, I get no call, then another series of emails. I just had an automated mail telling me my 'incident has been resolved' it has not, we haven't even managed to discuss it yet, after about 10 days. embarrassing, to be frank.”

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(Support) - Posted 8 years ago

Hi Lee Thank you for your feedback, we are sorry this isn't yet resolved, please accept our sincere apologies. We re-open the ticket and a member of our team will be in touch shortly to discuss the issue with you. Regards, Cobweb

Posted 8 years ago

“Takes too long to add a mailbox”

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(Support) - Posted 8 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 8 years ago

“"failure to respond to our termination requests."”

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(Support) - Posted 8 years ago

We are very sorry to hear about this, we have passed your message along to our Customer Relations team who are investigating this issue and will get back to you shortly

Posted 8 years ago

“My initial query was made over the phone, when the operative told me that he had to consult a colleague, and would phone me back later that evening. This was not convenient, so he said I would receive the call the following morning. No call was made. After the initial call, I received an automatic email message saying that the incident had been logged, and allocated a reference. This message described the support issue as being "Issues with PST backup". But the subject of my query was not PST backup, it was mail archiving. I am unhappy that I did not receive a phone call when one was promised. I am also unhappy that the subject of my query was misunderstood, and that the wrong subject allocated to the incident without consulting me. Anyone working in IT support who does not know the difference between archiving and backup needs better training. This is not the first time I have experienced a problem when making a support call by phone, then having this translated into an "incident" whose allocated subject was significantly different from that of my phone call. The mechanism and helpdesk training you use for this part of your workflow needs looking at.”

Helpful Report

(Support) - Posted 8 years ago

We really value your honest feedback; as part of our commitment to constantly improve our services we have passed your comments to our Customer Relations team who will look into your comments. We are sorry for any inconvenience this may have caused. Cobweb

Posted 8 years ago

“Very complicated, long winded process.”

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(Support) - Posted 8 years ago

We are sorry to hear about this, we have passed your message along to our Customer Relations team who are investigating and will get back to you shortly.

Posted 8 years ago

“Whenever I call Cobweb they don't seem too concerned, and always direct me to do it myself in the Control Panel. I have been pushed around to different places and normally have to ask our IT consultants to solve the problem for us!”

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(Support) - Posted 8 years ago

Hi 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 8 years ago

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