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.

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

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

“you are not offering support with SP reporting, poor....”

Helpful Report

(Support) - Posted 6 years ago

Hi Gabriel We are very sorry to hear your experience didn't meet expectation on this occasion; a member of our team will look into this and contact you as quickly as possible. Kind regards Cobweb

Posted 6 years ago

“Ok. You hate Macs. So tedious when you can’t advise, the technology to share screens fails, no follow up/ call backs. I had to chase and figure out somehow. Thanks for nothing”

Helpful Report

(Support) - Posted 6 years ago

Hi Mary We are very sorry to hear your experience didn’t meet expectation on this occasion. Customer Relations will contact you shortly to gather your feedback. Regards, Cobweb

Posted 6 years ago

“took ages and still not resolved I had 7 emails all saying it was being dealt with”

Helpful Report

(Support) - Posted 7 years ago

Hi Stuart, We are very sorry hear your experience didn’t meet expectation on this occasion; a member of our team will look into this and contact you as quickly as possible. Regards Cobweb Team

Posted 7 years ago

“I still can't access my outlook service.”

Helpful Report

(New Customer) - Posted 7 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 7 years ago

“1.The whole process (still ongoing) has taken over 1 month to transfer service and hosting from another provider at considerable cost 2. The time taken having to sit at the computer was far, far greater than acceptable for someone who has to work for a living 3. No warning was given by the sales staff that the process would be so time consuming and expensive. There have been 2 episodes when further money has been required by you in order to complete the transfer. This is poor ethics 4.There are still unsolved problems”

Helpful Report

(New Customer) - Posted 7 years ago

Good afternoon Neil We are very sorry to hear about this, we have passed this to our Customer Relations team to contact you as quickly as possible, Regards Cobweb

Posted 7 years ago

“Spoke to someone last Saturday who asked me to ring back today (Monday) as he wasn't in a position to guide me through re-activating my Blackberry after the Cobweb servive failed whilst I was abroad and had roaming switched off for some time.”

Helpful Report

(Support) - Posted 7 years ago

Hi Kevin Thank you for your feedback, we are sorry this isn't yet resolved. A member of our team will be in touch shortly to help resolve your query. Regards, Cobweb

Posted 7 years ago

“Required technical advice on a minor feature and it took long to get a response and in the end I sorted it on my own using trial and error”

Helpful Report

(Support) - Posted 7 years ago

Hi Deevia 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 7 years ago

“Firstly Sarah May was very good. Offered assistance and called me back when she said she would. My complaint revolved around the late notification of the issue last Friday 3 working days before the end of the support. Moreover I am extremely unhappy about the solution proposed by Oliver Newton who was obviously only interested in providing me with a costly solution instead of exploring the options. it was only when I lodged a complaint that Sarah got involved and other options were explained. From a customers perspective Cobwebs attitute was to inform as late as possible and almost force customers into an expensive solution due to fear of losing the service.”

Helpful Report

(Support) - Posted 7 years ago

Many thanks for your feedback Malcolm. As you might appreciate our customers are at liberty to use clients purchased from their own suppliers and as such we can only make reasonable 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 2013/2016, we also publish notifications to our Service Status page. 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. I hope you understand the action taken is in the best interest of all our customers enabling us to provide a safe and secure hosted service. Kindest Regards, Cobweb

Posted 7 years ago

“After 30 hours, still no response so I had to call to deal with an issue. Support consultant was fairly unhelpful in that he diagnosed a fault but was not willing to look into further and left me with zero support.”

Helpful Report

(Support) - Posted 7 years ago

Hi Daniel, Thank you very much for taking time to leave a review. On this occasion, the issue you were experiencing was with a service supplied by another provider, our support team do not have the relevant training or access to assist with services supplied by other providers. Cobweb are committed to providing the highest level of support to all our customers for the services we provide. Kind Regards, Cobweb

Posted 7 years ago

“Support passed me to Sales Sales passed me to Provisioning Expecting Provisioning to send me to Support No ownership.”

Helpful Report

(Support) - Posted 7 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.

Posted 7 years ago

“I thought in had explained my problem clearly but the response I got from the advisor though helpful, did not solve the issue. The automated message I got in response telling me my problem had been solved successfully was not helpful. My problem remained and the reasons given for this "successful solution" were not relevant. A second call to Support did eventually solve the problem, but only when I suggested a possible solution.”

Helpful Report

(Support) - Posted 7 years ago

Hi Margaret 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

“It was painfully slow and took a lot of us a good number of days to sort out!”

Helpful Report

(Support) - Posted 7 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 7 years ago

“Took over 24 hours for the answer to simply be delete and reinstall your accounts.”

Helpful Report

(Support) - Posted 7 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 7 years ago

“nothing to add.”

Helpful Report

(Support) - Posted 7 years ago

Hi Samantha, Thank you so much for taking the time to leave Cobweb a review, we appreciate your honest feedback, we are currently looking into your issue and our team will contact you shortly. Kind Regards Cobweb

Posted 7 years ago

“I knew it looked like a scam, which is why I sent it. So telling me what I already knew was not helpful. I was expecting something more definitive”

Helpful Report

(Support) - Posted 7 years ago

Hi Grahaem Thank you so much for taking the time to write a review. We will use this feedback to ensure we constantly strive to improve our customer service. Please do contact us if there is anything else we can help you with. Regards, Cobweb

Posted 7 years ago

“As a novice user I was very much left to my own devices, not sure about what the support package gives to assist set up.”

Helpful Report

(New Customer) - Posted 7 years ago

Hi Jon We are very sorry to hear your experience didn’t meet expectation on this occasion; a member of our team will look into this and contact you as quickly as possible. Regards, Cobweb

Posted 7 years ago

“""Not the best response”

Helpful Report

(Support) - Posted 7 years ago

We are really sorry to hear about this - we have passed your message along to our Customer Relations team who are currently looking into this and will be in contact with you shortly. Cobweb

Posted 7 years ago

“Tickets are automatically closed without waiting to hear from customer if an issue is actually resolved. Once a ticket is resolved any replies requesting further help are hit-and-miss whether they are engaged with, often just ignored. Sometimes issues are resolved but no confirmation to let you know that you have to discover for yourself. In the case of this particular issue it took an incredibly long time to get a resolution to what was originally a very simple request.”

Helpful Report

(Support) - Posted 7 years ago

Hi Matt We are sorry to hear about this - we have passed your message to our Customer Relations team who are currently looking into this and will be in contact with you shortly. Cobweb

Posted 7 years ago

“the emails sent by you kept going into junk mail and then the documents sent to me where completed incorrectly so I had to complete my section twice. then I received several different invoices for the same job. I also had problems in contacting the person dealing with my matter.”

Helpful Report

(New Customer) - Posted 7 years ago

Thank you so much for taking the time to write a review. We are sorry to hear your experience didn't meet your expectations 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 7 years ago

“Unable to grasp simple concept of restoring mailbox from a backup where emails should exist on the backup version of the mailfile.”

Helpful Report

(Support) - Posted 7 years ago

Hi Christopher, We are very sorry hear your experience didn’t meet expectation on this occasion; a member of our team will look into this and contact you as quickly as possible. Regards, Cobweb

Posted 7 years ago

Cobweb is rated 4.7 based on 7,256 reviews