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 7,553 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.

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 Language: Any Any

English

“Did not respond to my email request for password problem and after waiting all day had to phone. Was told I had to do certain things to obtain reset of email and when he actually listened to what I had done instead of jumping to conclusions I had in fact done everything I should have. At this point it was sorted promptly but pity I had to go through all this to get there”

Helpful Report

(Support) - Posted 3 years ago

Hi Sandi, 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 3 years ago

“it was ok.”

Helpful Report

(Support) - Posted 3 years ago

Hi, Thank you for your feedback. If you would like to discuss this further please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com Kindest regards Cobweb

Posted 3 years ago

“You are consistently too slow at answering requests”

Helpful Report

(Support) - Posted 3 years ago

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

Posted 3 years ago

“Wanted to know if there are any standard reports on Dynamics. However the ticket was closed by just referring to reach out to Knowles for Dashboards.”

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(Support) - Posted 3 years ago

“Mark and Evan are great guys but not super-willing to do anything beyond the standard "Here's the DNS settings - I really can't tell you more than that." I was quite frustrated at kind of being left to it by them. I have been with Cobweb for 20 years because you guys always go out of your way to help. I was decently close to thanking the guys, and then emailing Michael Frisby [Don't know if he is still the MD] to ask for his intervention given I was facing a situation of getting no email, and no further help from Mark or Evan who saw me as a difficult customer (Listen to the recorded call - I was perfectly nice I think). Going with the line "Well we're aren't GoDaddy support people" only frustrates someone like me. Of COURSE you're not. But help me!!! I eventually suggested that Evan shared my screen (I had to suggest it) and the issue was fixed by Evan within 2 minutes. SUMMARY: Mark and Evan couldn't really be arsed to help much, My pleading did not work with them so I had to be more assertive to get them to help. Thanks guys. If anyone reads this, at least confirm you got it. If not, I won't ever bother leaving any feedback again. Peter”

Helpful Report

(Support) - Posted 3 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 are looking into the points raised however, If you would like to discuss this further, in the mean time, then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com Kindest Regards Cobweb

Posted 3 years ago

“The support provided over the phone was good, so thank you. The time it took for someone to contact me, from when I reported the issue to getting an email and phone call, was not so good - it took over a week and a chasing email.”

Helpful Report

(Support) - Posted 3 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 3 years ago

“Took some time to sort from first contact and issue was due to Cobweb support technician error on previous callwith same request that should not have been actioned”

Helpful Report

(Support) - Posted 3 years ago

Hi, Thank you for your feedback, If you would like to discuss this further please contact our customer relations team on 0345 223 9000 option3 then option 2 or email customerrelations@cobweb.com. Regards Cobweb

Posted 3 years ago

“The initial person is spoke to didn't know much about mimecast so had to refer next day to a colleague”

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(Support) - Posted 4 years ago

“Slow (a full day to respond and then a second full day to action). Bureacratic?”

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(Support) - Posted 4 years ago

“Given the wrong information e-mails cut off had to get my IT people involved have received apology of sorts but not good enough”

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(Support) - Posted 4 years ago

“Not the most helpful advice. I ended up fixing the issue on my own and so the advisor did a few things on my computer but ultimately didn't know what caused the issue in the first place and didn't let me know.”

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(Support) - Posted 4 years ago

HI Carly Thank you for your review and feedback. We will contact you separately to advise what we did to resolve the issue. Regards, Cobweb

Posted 4 years ago

“I've been using Cobweb services for 10 years, and I didn't feel the level of service resvoling a technical issue I've recently experienced lived up to my expectations from previous experience. :)”

Helpful Report

(Support) - Posted 4 years ago

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

Posted 4 years ago

“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.”

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(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 4 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.”

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Posted 4 years ago

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

Posted 4 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 4 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 4 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 4 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 4 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 4 years ago

“time consuming”

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(Support) - Posted 4 years ago

Hi Thank you for your review. Regards, Cobweb

Posted 4 years ago

Cobweb is rated 4.7 based on 7,553 reviews