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Cobweb Reviews

4.7 Rating 7,661 Reviews

95 %

of reviewers recommend Cobweb

Company Reviews

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

“I'm annoyed that after sending an email to request that a new user is set up the response asked me to either do it myself or call in. I called in and was asked to send an email, which I explained had already done and was then told it could be sorted out for me and that I would shortly receive confirmation of the password for the new user by email. I then get an email asking me to log in to set up the new user. Thank you for not helping me at all and wasting my time! So, after all that time and effort I still have to try and figure out how to add a new user myself. Surely you know how to do it?? Why do I have to do it??!!!! That's your job isn't it? Why tell me a password will be sent by email if the email I then receive tells me I then need to do your work for you?”

Helpful Report

(Support) - Posted 7 years ago

Hi Stephen We are very sorry to hear your experience didn’t meet expectation on this occasion. Our goal is to provide an efficient service to their customers. One of the ways we do this is by providing written documentation and guides to assist, which is then available for future reference and use. Customer Relations will contact you shortly to gather your feedback and any further assistance you may require. Regards, Cobweb

Posted 7 years ago

“What should have taken 30minutes took 4 days. We would like to migrate our account away to another provider. What is the procedure?”

Helpful Report

(Support) - Posted 7 years ago

Hi Jonathan 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 7 years ago

“..……………………..”

Helpful Report

(Support) - Posted 7 years ago

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

Posted 7 years ago

“Statements like ‘I don’t know the exact formula’ and ‘I believe…’ aren’t helpful and do not constitute satisfactory resolution of this issue. Surely someone at Cobweb knows what your own password rules are? I need to know to ensure that Cobweb is compliant with our data security policies. Please provide a definitive statement.”

Helpful Report

(Support) - Posted 7 years ago

Hi Ben Thank you for your feedback, we are sorry this isn't yet resolved. We will re-open the ticket and a member of our team will be in touch shortly to help resolve your query. Regards, Cobweb

Posted 7 years ago

“I have emailed customer relations.”

Helpful Report

(Support) - Posted 7 years ago

Hi Emma 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 7 years ago

“We pay for Microsoft support one email saying nothing to do with us followed by we are all done and arnt we good Will be speaking with out purchase manager looks like we need another ‘support’ company because this is not support”

Helpful Report

(Support) - Posted 7 years ago

“I’ve replied to your previous emails and have been trying to get assistance for months. Overall is been very very disappointing.”

Helpful Report

(Support) - Posted 7 years ago

“I was given totally duff information and as a result compromised the security of our system. This is unusual as normally it is a sheer pleasure to deal with your technical support team.”

Helpful Report

(Support) - Posted 7 years ago

“NO REPSONSE TO EMAIL FROM YESTERDAY???”

Helpful Report

(Support) - Posted 7 years ago

Hi Gaurav We are sorry your issue has not yet been resolved, a member of our support team is currently looking into your issue and will work with you to get this resolved as quickly as possible. Regards, Cobweb

Posted 7 years ago

“Cobweb is simply unhelpful to put in a gentle way. Utterly disappointed! The technical team staff were not willing to help more than sending me literature to read with all the IT terminologies! Very much regret to sign up with Cobweb!”

Helpful Report

(Support) - Posted 7 years ago

Hi Richard I’m so sorry to hear you were not satisfied with the support you received on this occasion, we are keen to ensure all our customers receive the appropriate level of support. As you are aware Customer Relations have been in contact to discuss your comments in more detail. Kind regards Cobweb

Posted 7 years ago

“i do not have all my folders at all and now cobweb state they want more money for it this I will not accept at all, I pay a monthly rate for all this now!!!!”

Helpful Report

(Support) - Posted 7 years ago

Hi Ian, We are sorry to hear you are unhappy with the service provided on this occasion but unfortunately, Cobweb are unable to synchronise folders which are stored locally stored on a PC. A member of our team will contact you to discuss your experience. Regards Cobweb

Posted 7 years ago

“NOTHING DONE AT ALL”

Helpful Report

(Support) - Posted 7 years ago

Hi Ian, I'm very sorry to hear your experience has been less than satisifactory on this occasion. We have passed your comments to our Customer Relations team who will look into your case.  We are sorry for any inconvenience this may have caused. Kind regards Cobweb

Posted 7 years ago

“Six hours for any response.”

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

“No appreciation or understanding of the severity of the problem, no proactive advice on enhancing security. Not adequate support - just weblinks to articles that do not work or are not adequate. Very poor experience.”

Helpful Report

(Support) - Posted 7 years ago

Hi Puneet We value your honest feedback, as you know Customer Relations are currently reviewing your comments and feedback surrounding this incident. We apologise you feel your expectations have not been met on this occasion and will continue to work with you to a satisfactory conclusion. Regards Cobweb

Posted 7 years ago

“The usual ignoring of the issue and/or denial of an issue followed by a quote.”

Helpful Report

(Support) - Posted 7 years ago

Hi Matt Many thanks for your feedback, we are extremely sorry to hear about this and are keen to speak to you to gain a better understanding of your experience and what improvements can be made. A member of our Customer Relations team will be contacting you shortly, or alternatively you can contact them on 0345 223 9000 or email customerrelations@cobweb.com. Kind Regards Cobweb

Posted 7 years ago

“It took far too long! And then when a response came through I was expected to read a very lengthy "guide" to work it out for myself. What am I paying you for? The guide was written in language I don't want or need to understand, I don't have time to work through it. I don't understand why the email couldn't have been released immediately (not nearly 7 days later). I also don't understand why this happened in the first please? could somebody please explain?”

Helpful Report

(Support) - Posted 7 years ago

Hi Stephen 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

“Cobweb do not back up your data! Avoid.”

Helpful Report

(Support) - Posted 7 years ago

“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.”

Helpful Report

(Support) - Posted 7 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 7 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.”

Helpful Report

(Support) - Posted 7 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 7 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.”

Helpful Report

(Support) - Posted 7 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 7 years ago

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Cobweb is rated 4.7 based on 7,661 reviews