Name: Cobweb
Address: Cobweb Solutions Ltd, Delme 3, Delme Place, Fareham
Rating: 4.72

“was provided the incorect mx record have been chaseing and it was only when i spoke with our domain holders who gave us the information to give you guys”

Helpful Report

(Support) - Posted 4 weeks ago

Hi Peter, Thank you for taking the time to write Cobweb a review, we appreciate your honest feedback. We are currently looking into your comments and will be in contact with you shortly to discuss further and confirm all is resolved for you. Kind regards, Cobweb

Posted 3 weeks ago

“Already purchased - took too long to respond”

Helpful Report

(Support) - Posted 1 month ago

Hi Mark, Thank you for taking the time to write Cobweb a review. I'm very sorry to hear your experience didn't meet expectations and we appreciate your honest feedback. I will contact you shortly to discuss further, with intention of providing your comments as internal feedback as part of our continuous improvement programme. Kind regards, Cobweb

Posted 1 month ago

“Couple of days behind request/expectations.”

Helpful Report

(Service Addition) - Posted 2 months ago

Hi John, We are very sorry to hear your experience didn’t meet expectation on this occasion; and thank you for providing your feedback to our Customer Relations who will be addressing the points raised. Kindest Regards Cobweb

Posted 2 months ago

“I would have expected your website hyperlinks to work.”

Helpful Report

(Support) - Posted 9 months 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 9 months ago

“Horrendous disruption to me and my colleagues.”

Helpful Report

(Service Addition) - Posted 10 months ago

Hi Simon, 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 10 months ago

“Poor communication on next steps. The issue had to be chased several times. The ticket was left unresolved because a staff member finished shift and didn't handover.”

Helpful Report

(Support) - Posted 1 year ago

Hi Thank you so much for taking the time to write a review. 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 1 year ago

“almost 3 weeks for a domain transfer? I gave up and was about to move it to godaddy. I may move it back as if anything else goes wrong I can't wait 3 weeks for an update.”

Helpful Report

(Support) - Posted 1 year ago

Hi Danny Thank you for your feedback - Customer Relations will call you to discuss your feedback further. Regards, Cobweb

Posted 1 year ago

“You should tell small or single users, you are too big for them”

Helpful Report

(Support) - Posted 1 year 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 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 1 year ago

“It look a week for someone to get back to us which is normal and then advised it was nothing to worry about but if it happens again to contact and they will reopen the ticket.”

Helpful Report

(Support) - Posted 1 year 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 1 year ago

“The first person some weeks ago was polite and helpful. This time it was not the case. Three messages were left on the land line but no attempt at that time to email or use the mobile and we were out of the country. After again requesting help by email we twice received an email asking for a time you could phone. The first time no-one phoned at the time suggested. The second time as no-one phoned my wife phoned you and this time got through. Although it had come from his email account Dave Pack denied all knowledge of this. He was impolite and did not listen properly to the explanation of what the problem was. He then said things like "just do" without making clear where and how. He had to be continually prompted to give explanations and the necessary information. My wife used to line manage a team of IT technicians and he struck her as being the kind of "geek" who is very good at doing things with computers but unsuited to the support role where you need interpersonal skills and an understanding of how to give an explanation. On a more general point your support line could give some indication of where one is in the queue. The first time we gave up after 20 minutes of awful "music".”

Helpful Report

(Support) - Posted 1 year ago

Hi David, 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 1 year ago

“I reported the issue I was experiencing and it took 5 working days to come back to me.”

Helpful Report

(Support) - Posted 2 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 2 years ago

“it has taken over a week to get a basic email released despite emails from the administrator being sent to request and chasers also being sent”

Helpful Report

(Support) - Posted 2 years ago

Hi, Thank you for your feedback. We are extremely sorry to hear you had a negative experience when trying to set up your service. 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 2 years ago

“Phoned this morning regarding change from CSP to NCE. It was discovered we have Office 365 E3 licences (instead of Microsoft 365 Business Premium). I was promised a phone call back - it is now 16:44 and have heard nothing”

Helpful Report

(Support) - Posted 2 years ago

Hi, We are very sorry to hear about this, we have passed your message along to our the relevant colleagues who are investigating this issue and will get back to you asap. Kind regards, Cobweb

Posted 2 years ago

“I gave up waiting for ticket response after 3 hours - rang up and was dealt with immediately Cobweb contacted me following this review and told me that the ticketing system had been down and was now being fixed I should point out that I wrote a five star review for the support agent who helped me when I rang up”

Helpful Report

Posted 2 years ago

Hi Peter Thank your review and feedback - given your comments a number of our Customer Relations Team will contact you to discuss further. Regards, Cobweb

Posted 2 years ago

“The reason for the poor rating is not for the quality of the technicians when they did actually get onto resolving the technicians it is for the shockingly slow response after an intial period of ignorance! The original request was emailed in on 20/12/21 to which no response was received and no ticket numer issued. I had to then resend it on 13/01/21 after which I received a ticket number same day and a response to one of the two issues raised which I replied to. Nothing then happened on the second issue raised until I sent a third request on 21/01/22 which resulted in the second issue being finally resolved on 27/01/22 - 38 days after the initial request went in!”

Helpful Report

(Support) - Posted 2 years ago

Hi Marcus, We value your 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 and reach out to discuss this further.  We are sorry for any inconvenience this may have caused. Regards Cobweb

Posted 2 years ago

“Too hard getting a 'simple fix'”

Helpful Report

(Support) - Posted 2 years ago

Hi Vince, Thank you so much for taking the time to write Cobweb a review. Regards Cobweb

Posted 2 years ago

“Previous support guy failed to make notes or action what he said he would. Josh saved the day and cleared up the previous guys mess”

Helpful Report

(Support) - Posted 2 years ago

Hi Gregg, Thank you for your review - we really appreciate your honest feedback and are glad Josh could help.  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 2 years ago

“Once again it took more than a week to resolve a simple issue.”

Helpful Report

(Support) - Posted 2 years ago

“We had a small issue that was business essential to us. The response was brief and basic - but it took 6 days to come. I'll be re-thinking our email hosting as a result of the incorrect prioritisation, slowness and lack of care shown.”

Helpful Report

(Support) - Posted 2 years ago

Hi Heidi 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,

Posted 2 years ago

“Long waits for replies from Cobweb. No mention of original support request included in response from Cobweb. Mimecast support has been poor, instructions for use, guides on how it works. Not had any good feedback from staff.”

Helpful Report

(Support) - Posted 2 years ago

Hi Guy We are sorry this hasn't been resolved and a member of our support team will be in contact to progress with you. Regards, Cobweb

Posted 2 years ago

Cobweb Reviews