Webfusion - www.webfusion.co.uk
Value For Money
Webfusion - www.webfusion.co.uk
User Reviews
Value For Money
Stay Well Clear!!!
We have decided not to renew our web domain and have discovered that Webfusion are impossible to contact!
They have no email address!!!
The 0345 costs a fortune to call and no one answers earning them a fortune no doubt.
The password reset email doesn't work and continually says the link has expired despite me clicking it within 5 seconds of receiving the reset email!
So with me not being able to cancel my renewal, the money was automatically taken from my account!
I have had to open a dispute with PayPal!
Value For Money
Terrible, Part Time Support And Prone To Basic Mistakes!
I've used Webfusion (and there sister company 123-reg) for over 10 years, but the service has gone massively downhill lately.
Problems I've had include:
-Part time ticket based support, don't believe the support opening times, it is Mon to Fri, 9 to 5 at best (normally if you post a query after 1pm it won't be answered till next working day.....If your lucky!).
-Misinformation, not deliberate but I have been given the totally wrong info on several occasions (one piece of incorrect info led to my site being offline for almost 3 days!).
-SSL Certificates showing as 'expired' even though the renewal payment has been taken (am still waiting for the part time support peeps to sort this!).
-Lots of site and server downtime.
Honestly, if you want hosting that's reliable and a support system that doesn't totally suck, use another host :-(
Value For Money
Dreadful
We have 2 dedicated servers with Webfusion and the basics are okay however ongoing support is dreadful. Don't bother asking for support on a Sunday or anytime out of normal hours as hardly anyone is working. 1st line support is poor and is generally there to fend customers off. There is no active server monitoring so if your server goes offline you'll have to tell them as they won't know!
Support When You Need It - What A Joke!
Why is WebFusion allowed to make a claim that as a customer - you can get support when you need it - when I cannot get any help at all over a weekend?
When I joined Webfusion back in 2005 I could speak to Technical support late in to the night and on the weekends - but without warning they have changed their support to me and other customers.
In the past I have recommended Webfusion to business associates and I know for a fact of three other Websites with Webfusion following my advice.
Now Webfusion service and support has gone from five stars to zero I will not recommend them to anyone and would welcome hearing of a hosting service that can and does still offer a 24/7/365 support service because when one is self employed as I am those are my hours and when I need help - I need help!!
Yep, exactly the same problem for me. The service (especially the support) has gone massively downhill!
If you have a problem on a Friday afternoon (even if it's caused by Webfusion), you are very unlikely to get it resolved until Monday morning.
I don't know how they can advertise 24/7/365 support when it's obviously only 9 to 4, Mon to Fri?
Good Afternoon, my name is Daniel I work here at Webfusion.
I Have come across your post and would like to investigate into this.
I would like to help look into this further for you, if you could send me across details such as your Domain/Customer number by email, I will look into this further for you.
Kind Regards,
Daniel
Value For Money
False Advertising: No 24/7 Support Available.
I've been a customer at webfusion and their sister company 123reg for 8 years; over that time I've experienced terrible customer service. They advertise 24/7 support, when in fact there is no active telephone line for customers reach them on after 5pm mon-friday (should your website go down on a weekend, they have a voicemail system which no one will respond to until 9am Monday), and their web ticket system is badly manned, with unhelpful support agents who are unable to solve issues, and ignore responses. I didn't receive a response after my website and email went down for 31 hours. I've also found myself being over charged for 12 months after being sold an inferior package with a usage cap, when they were offering an unlimited package for 75% cheaper fees to new customers. Their unlimited hosting package also has arbitrary limits on the amount of data you're allowed on the server - but they don't tell you this, or warn you, before your server gets locked - and then it takes around 3-5 days for them to increase the file size again. Which, if you're a business needing to deliver files to clients ensures loss of business and damage to your reputation. And astonishingly their webmail mailboxes cap at 2gb, after which point you no longer have access to email unless you want to delete previous and important business correspondence (although the system just crashes and gives you error messages - so you're unable to access or delete anything even if you wanted to), whilst free platforms such as gmail offer 15gb+.. utterly ridiculous. Advice: Go with someone else, and if you're with them - move your website before it gets too big and their unlimited systems are no longer able to cope with it.
Emailed webfusion - Date: Mon, 03 Feb 2014 13:37:47 +0000 as per your request following my review on trust pilot. I can send you a screenshot of the sent email if you'd like!
My emails are hosted on your system and sent through webfusion servers! But given the apparent instability of the servers, and the frequency with which inexplicable errors occur on the email system, perhaps your engineers have managed to delete incoming mail? Or perhaps the email address is was given here: [removed] doesn't in fact work? When I requested that the engineers refer my complaint to a supervisor or someone in the 'customer service' department, I was told this is simply not possible.
All in, incredible disappointed with webfusion. Despite multiple requests for someone to contact me by phone when the original issue occcured, no one has bothered. No response to a complaint made 7 days ago - save your comments on third party website. Obviously there are more staff hours put into damage control on review sites than there are dealing with concerns registered through the available internal channels for existing customers. As I've realised that you're evidently unable to cater to the needs of a small business I'm now in the position of having to spend a great deal of time migrating a huge amount of data to a reliable web host in order to protect my business from further failings by your company. This has caused me a great deal of unnecessary stress and wasted work hours, not to mention website and email downtime and the subsequent loss of business costs and damages, because of the incompetence & disinterest of your customer service department.
Hi,
Apologies I'm not sure which email address you have sent this to, but unfortunately I have not received this email.
Could you confirm a Ticket ID for me to search your account with to allow me to investigate this further for you.
Kind Regards
Hi Karra, as I said in my response on 03/02 - I have sent you an email. I have not received any response 3 days later. Obviously you invest more attention to dealing with complaints on third party websites than direct contact from existing customers. Despite 7 requests - no one has contacted me via phone to discuss or rectify the issues I've experienced. Disgraceful customer service.
Hi Karra, I have emailed you with account details & Ticket ID. I have yet to receive a response.
One of the reasons I am so disappointed is because when I originally signed up to webfusion 24/7 support was offered - and it's still being advertised on the front page of your website; along with reliability; scaleability and flexibility.. but none of which seem to actually apply in my case. Your engineers are unable to solve issues - blaming it on other engineers, they're not even able to bring my complaint to the attention of a supervisor! "this is not possible"... for a company supplying web hosting for businesses it is simply not acceptable to only respond to complaints when they are submitted on third party websites.
Good Morning, my name is Karra, I work here at Webfusion.
Having read your review I can see that you have not been satisfied with the level of support and service you have received from our companies. I would be very keen to look into your account in more detail to allow me to investigate fully the support and look for areas where improvements could be made.
In regards to telephone support, line opening times do vary depending on the team you wish to speak to. The earliest our lines close, for account, queries is 5:30pm, technical support lines close at different times, which vary according to the team you need to speak to. In addition to telephone support there are other support methods available, such as our ticket systems available on both 123-reg and Webfusion and live chat support for 123-reg queries.
I would like to assist you further on this, if you would like me to could you please confirm a ticket ID.
Kind Regards,
Karra
Kind Regards,
Karra
Value For Money
Pathetic
Web Fusion / Reg-123 are an absolute joke. Their service, support and overall customer care is pathetic.
I have Web Fusion's supposed top-end VPS package. The entire system set up looks as though a child configured it. The email daemon cannot handle email requests correctly. The web server has serious issues handling SSL requests. The level of knowledge of their tech support staff is laughable and if they are unable to solve an issue quickly, then they claim that it is not their end and I must be doing something incorrectly.
They recently shut down one of my review websites, due to a single defamation claim from an individual. I proved that there was no defamation whatsoever, with independent testimonials and documented proof. So much so that the individual withdrew their claim. Web Fusion still refuse to unlock the website and have altered the settings on my VPS to restrict access to my own systems.
AVOID. AVOID. AVOID.
Value For Money
Joke
Problem with this outfit is that despite their call waiting messages which promise 24/7 support, at the weekend you will end up waiting on their 0845 number for over ten minutes, only to be put through to a call answering service. Try again, and magically get through to someone after another ten minutes only to be told they can only see limited information and that you will have to wait until Monday. Such a shame they are so slack.
Value For Money
Beware - They Delete Incoming Mails Without Telling You
I was getting emails from Zopa, the finance company, sent out by eCircle, a reputable bulk emailer.
I discovered that Webfusion (now Heart, but nothing has changed re. email) was deleting incoming mails from Zopa and had blacklisted the sender's address.
When I queried this I was told that eCircle are spammers and Zopa are fly-by-nights. Both have been around for years. This is nonsense.
They refuse to stop deleting mails, so I wonder: how much other importantr incoming mail have they deleted?
Since I have no way of knowing, I am cancelling my service.
I note you didn't reply to me. Is that because you know you delete people's incoming mails, some of which may be important? I am gradually changing over to gmail plus my own server and very happy I'll soon be getting rid of you.
Another slow day in the office eh Nerys?
so you wont look into support tickets that are actually sent to you but when someone complains on a review site about how rubbish your company is, only then do you sit up and(pretend to) take notice.
How about you spend less time posting fake reviews on here and more time actually doing your job.
Hello Frielfan,
We come here to gather feedback from customers and find areas which where changes can be made to improve the experience for all of our customers.
From your comments I can see you have an outstanding support issue. If you would provide me with the ticket ID number I would be more than happy to look into this for you.
Regards,
Nerys
Worst company ever, expect a webfusion employee to come on here offering to 'look into your problem' in order to create the appearance that they are remotely helpful - you and I know they are not.
Value For Money
Worst Service
Worst service, ticket system is pure joke!
1.Support and account service are terrible
2.Waste of time and money
3.Definetly no
All the staff are on here and other review sites posting fake reviews to get unsuspecting people to join up to their non-existent hosting service, thats why they dont respond on their own support website - after all, wheres the money in helping you once youve signed up?
Hello,
I can confirm a support ticket id can only be traced in our systems and nowhere else.
If you prefer giving me a domain name I can internally search for your account from that.
Regards
Karra
I'm afraid to enclose details in public!
Hello,
I'm sorry to hear that you have not received a response back from our support team. If you can reply back on here with your account username or a ticket number, I will be more than happy to get this looked into for you
Regards
Karra
No one responding in your support website, I wonder How are you going to solve issue from here! Also there were no complaint section in your company website. I contacted customer service number of times but no luck, still I'm chasing.
Value For Money
Never Make The Mistake Of Using Them
terrible customer service, the tech dept have no clue what they are doing> If you want to ruin someones online business this is the best company to recommend
4 months on and no resolution. Your company is the worst I have come across, you customer service is 0. The server still crashes on a regular basis, your IT dept. is inexperienced by the looks of things as they haven't got a clue what they are doing.
130811-000183
130614-000812
130606-000665
130614-000812
130509-000100
130416-000545
130415-000620
130403-000237
If you need any more I have plenty
Hello Karra, another quiet day in the webfusion offices I see, maybe you should answer your support emails and spend less time on here posting fake reviews - oh i forgot, thats not webfusion policy is it?
Good morning,
My names Karra I work for Webfusion, I’ve come across your review and would like to help you resolve your issue. Can you give me a support ticket id so I can search your account and try and help get this resolved?
Regards
Karra
Q&A
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