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 7,661 Reviews

95 %

of reviewers recommend Cobweb

Company Reviews

Metrics

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

English

“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”

Helpful Report

(Support) - Posted 7 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 7 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”

Helpful Report

(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”

Helpful Report

(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!”

Helpful Report

(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.”

Helpful Report

(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.”

Helpful Report

(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.”

Helpful Report

(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!”

Helpful Report

(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.”

Helpful Report

(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.”

Helpful Report

(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”

Helpful Report

(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.”

Helpful Report

(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”

Helpful Report

(Support) - Posted 8 years ago

Posted 8 years ago

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

Helpful Report

(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.”

Helpful Report

(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!”

Helpful Report

(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

“Issue is not resolved.”

Helpful Report

(Support) - Posted 8 years ago

Hi John, We are sorry your issue has not been resolved, a member of our customer support team is currently looking into your issue and will work with you to get this resolved as quickly as possible. Please accept our apologies for any inconvenience caused. Regards Cobweb

Posted 8 years ago

“I sent an email at 8.55 am and didnt get a response, chased at 5pm and had to call in the following day at 11.15 as still hadnt had a response All in all very poor in terms of IT support function”

Helpful Report

(Support) - Posted 8 years ago

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

Posted 8 years ago

Hi Ian, Our investigation has highlighted your initial emails were quarantined due to the nature of the attachments, your feedback has highlighted a shortfall in our process which we have addressed with immediate effect. We are very sorry your experience fell short of our usual high standards, however we would like to thank you for your helpful review. Kind regards Customer Services Manager

Posted 8 years ago

“You didn't fix the problem, you wanted to charge me extra!”

Helpful Report

(Support) - Posted 8 years ago

Hi, We are very sorry you feel your issue has not been resolved on this occasion, if you would like us to investigate further then please contact our customer relations team on 0345 223 900 or email customerrelations@cobweb.com. Kindest regards Cobweb

Posted 8 years ago

Cobweb is rated 4.7 based on 7,661 reviews