CWCS Reviews

4.4 / 5
87% of users recommend this
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“Not the 100% uptime guaranteed.”

Written on: 24/10/2013 by stefandunn (1 review written)

We have a Cloud VPS account with CWCS, and were promised 100% (I know this is unrealistic, but it's their words) uptime. In the last 2 months, it's gone down 3 times for longer than an hour each time. We host around 20 websites for some big clients which require reliable hosting and could lose out on a lot of sales if they go offline. The support never have an idea of when things are going to be available again, and we are never informed when something bad has happened unless you subscribe to… Read Full Review

Ldocherty's Response to stefandunn's Review

Written on: 10/12/2013


This is Peter from CWCS Managed Hosting.

First, I would like to apologise on behalf of CWCS for the issues you have had. We did have some problems with our cloud services in October 2013, part of which were due to extremely aggressive and sophisticated ddos attacks on one of our data centres. Unfortunately, this affected a small percentage of our customers, but also unfortunately affected some customers more than others.

Since then we have put extensive measures in place to further increase infrastructure resilience, improve overall speed, performance and reliability, and strengthen defences against the latest generation of attacks. We also have a policy of continuous improvement to our hardware and infrastructure and invest significant amounts to ensure we deliver a superior hosting service.

Our 100% Network Uptime Guarantee refers to a financially backed agreement where, should our network be unavailable we will compensate you financially or add credit to your account. Guarantees of this nature are standard throughout the industry, and in line with our service level agreements, customers affected by the issues in October have received compensation from us. However if this wasn’t made clear to you again please accept our apologies.

Because of the nature of the recent attack on our data centre it was extremely difficult to predict how long unavailability would last. An experienced team of highly qualified technical specialists started working on the problem immediately (both from CWCS and external service providers) but, partly due to the evolving nature of the attacks, during the early and mid-stages of the issues we were unable to provide estimates we felt were reliable enough to communicate to our customers. However, we realise that we could have communicated better during this time and have reviewed our fault identification procedures to improve the quality and timeliness of information we provide to affected customers.

As an aside, we have notified the legal authorities and hope to work with them to try to identify the perpetrators of the recent attacks on our data centres, and if at all possible we will take action against them. Although difficult due to the sophisticated and international nature of the attacks, other providers that have suffered similar issues have made legal successful legal cases in the past that have resulted prosecutions. Sadly ddos attacks are a problem for all hosting companies large and small so we are constantly on guard and reviewing security.

We provide live status update pages to make things easier for our customers (so there is a single point of reference they can access all the latest information and updates when there is a problem). Please note our status pages do not (and never have) required a subscription – they are available to anyone that wants to see them. You can also access them via our company website and our support site.

Obviously we are extremely disappointed that you are not impressed with our service. We built our company by delivering high quality, reliable hosting products and services along with excellent technical support. A recent survey of our customers in November 2013 showed that over 91% of our customers are likely to recommend CWCS to other businesses or people they know.

I understand your Account Manager (Paul) has spoken to other people within your organisation about your recent issues but if you would like to discuss this further with him or have any questions or concerns please do not hesitate to give him a call.

A Root Cause Analysis (RCA) report is also available to all customers that experienced issues. If you have not received a copy please get in touch and we will provide one.

Once again please accept our apologies for your inconvenience and please don’t hesitate to contact us direct if you would like to discuss further.

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“Terrible downtime with a don't care attitude”

Written on: 24/10/2013 by notdownagain1977 (1 review written)

We have currently been with cwcs for about 3 years and the reason we are still with them is that it would be a nightmare for us to transfer our services that we have built up over the months to another provider. Although it is becoming more and more of a nightmare by staying with them. In the last 3 years we have experienced very slow load times , frequent down times and even the worst experience ever of CWCS losing everything stored on our server!! even our back up depository!! If it wasn't… Read Full Review

Stefandunn's Response to notdownagain1977's Review

Written on: 24/10/2013

The downtime recently have made me question renewing our contract with them also.

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Ldocherty's Response to notdownagain1977's Review

Written on: 10/12/2013

Hello notdownagain1977

Peter from CWCS here. On behalf of CWCS Managed Hosting I would firstly like to apologise for the issues you have had. I would also like to assure you that we work hard to provide extremely high standards of customer service and support. It is unfortunate you feel we have a ‘don’t care attitude’: that’s just not what our company is about and is completely opposite to our whole ethos and the way we work.

We take all customer issues extremely seriously and our internal processes would normally have escalated anything like the issues you’ve stated to our Senior Technical Support along with your Account Manager (and further to Senior Management if necessary) until resolved to your satisfaction. But obviously something has gone badly wrong here and we would like to put it right.

As you have not provided your contact information it is not possible to look at your individual case and the issues you identify. However if you email your details to a senior member of staff will be in contact to discuss any issues or problems you have had.

Cases such as this are extremely rare and we work hard to rectify any issues before they get anywhere near this stage. We monitor our network, backups and supports tickets both automatically and manually and it is highly unusual that this has not been resolved. We train all our staff in the importance of customer service and we built our company by delivering high quality, reliable hosting products and technical support.

Our sales and customer service team do contact our customers from time to time to check that everything is OK with their hosting, or if they have identified a potential issue (for example that your CPU usage is high). They do not contact customers to upgrade unless we feel there is a genuine reason to do so.

Please note from time to time we also contact customers that are not using their full resources and suggest ways in which they can save money!

With respect to our pricing, we provide business and enterprise grade infrastructure which we continue to invest in, we have ISO 27001 certification, provide 24/7/365 UK technical support from experienced and qualified staff working within our data centres, and deliver bespoke hosting solutions tailored to the needs of our customers. We believe the prices we charge reflect the quality of our products and services while offering value for money. We are not a budget web hosting company but we do maintain competitive pricing.

Our customer feedback is generally excellent as you can see from other reviews on this site (and other review sites as well). A recent survey of our customers in November 2013 also showed extremely high levels of customer satisfaction in all areas of our company (for example over 91% of our customers stated that they are likely to recommend CWCS to other businesses or people they know).

We are of course disappointed that you are not satisfied with our products and services, once again we apologise. If you contact us directly we will look in to your specific case and do our best to put things right.

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“Perfect Web Hosting for Business”

Written on: 17/10/2013

We are with CWCS for more than 5 years now, There offerings of latest technology complemented by Very agile response to our evolving need with personal attention make them "Perfect Web Hosting for Business"… Read Full Review

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“My view of CWCS after 6 months”

Written on: 15/10/2013 by daveweathertop (1 review written)

I am happy with the service I get from CWCS. They have answered all my questions within 24 hours. They have made 95% of all the changes I have asked for within 24 hours and 100% within 48 hours. They have pointed me to websites for information when it was applicable. They have been very helpful. When I phone up I get through to a person I need to speak to 99% of the time, which is a better than when I phone my local shop to order coal, so phone answering is very good. I decided to use CWCS… Read Full Review

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“I have been with CWCS for over 12 years now. I rarely...”

Written on: 28/09/2013

I have been with CWCS for over 12 years now. I rarely have any problems, but if I do they are easy to get hold of and usually sort out any problems very quickly. Thanks fellas… Read Full Review

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“No grumbles. No complaints. No issues.”

Written on: 26/09/2013

No grumbles. No complaints. No issues… Read Full Review

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Written on: 18/09/2013

Web hosting is efficient and the contacts approachable and informative. We have had no problems at all and would not hesitate to recommend CWCS. … Read Full Review

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“BrassDot Universal Resources Ltd. We have just...”

Written on: 02/09/2013

BrassDot Universal Resources Ltd. We have just started using CWCS Managed Hosting dedicated server and the service they are providing is fantastic, affordable and not overly complicated.They make everything so easy and painfree. I would definitely recommend them to anybody looking to host a website or looking for a dedicated server… Read Full Review

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“excellent support & uptime”

Written on: 15/07/2013 by lottesfog (2 reviews written)

I have used CWCS for 6 years, and in these 6 years I have received excellent service. My questions to the help desk have been answered within 24 hours without fault. The help desk staff are competent and friendly. In addition, there has been very little downtime, and then only when I was notified in advance. I certainly intend to keep using CWCS in future, and would highly recommend them. Lotte … Read Full Review

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“Great Service with Fast Response”

Written on: 21/05/2013

As a new customer to CWCS hosting we were looking for a reliable service and fast response times to any queries or problems that we may have they are very knowledgeable about their products and services and are able to recommend solutions to fit our needs. Dealing with the staff at CWCS is a pleasure, they are quick to answer any questions and have dealt with our support requests almost immediately. Having dealt with many other hosting providers in the past I can safely say that CWCS are one of… Read Full Review

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“Long term CWCS user”

Written on: 10/05/2013 by florna (1 review written)

I've been using CWCS web hosting for about 10 years now on both Windows and Linux servers. I host a lot of small websites on Shared Servers for a fixed annual fee which makes the charges good value for money. I've also started using CWCS Linux Cloud Servers recently which seem to be very fast and trouble free and particularly good for Wordpress sites. I'd be surprised if any hosting service is without problems, and I have my share from time to time, but what gives me confidence is that CWCS… Read Full Review

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“Very satisfied customer”

Written on: 02/05/2013

We have hosted our ecommerce site with cwcs for a number of years now, after switching from a "low cost" solution abroad. We've been very happy with the performance and up-time of our server. And their speedy and friendly support team is second-to-none! I'd recommend them to anyone… Read Full Review

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“Problems with email settings”

Written on: 22/04/2013 by hfair (1 review written)

As a new customer migrating to CWCS from a previous hoster I experienced problems (not due to CWCS) in receiving emails. As I work from home, access to my business email is critical. The CWCS engineer provided great support and walked me through to resolution with patience and understanding. Thank you, I know I wouldn't have received such support from my previous service… Read Full Review

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“CWCS, good reliable hosting with top knotch support.”

Written on: 19/04/2013

Well priced hosting with 24/7 support. Friendly folk who do their best to make sure your kit runs all the time. I've used them for years and am happy to remain with them for the future. Thanks CWCS!… Read Full Review

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“Excellent Service With Efficiency”

Written on: 18/04/2013 by Klyndesign (1 review written)

The person I spoke to when I had a problem with my e-mails made sure that they got all the details asked me the necessary questions and made sure I was kept informed through out the operation. I have been with this company for a long time and I like the way they facilitate for my needs and nothing seems to be much trouble. When I have a query I get good responses and immeadiate attention, they make sure they find the exact product for my needs… Read Full Review

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“Reliable web hosting”

Written on: 27/03/2013 by HamiltonFrazer (1 review written)

I have been using CWCS since soon after they started the company. I have hosted all my business ventures with them with no regrets. When the odd problem does occur you can contact them at any time & the issues are resolved quickly. if your website requires quality uninterrupted service you need look no further… Read Full Review

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“Technical support”

Written on: 25/03/2013 by JackCookley (2 reviews written)

I have used CWCS hosting services since the 1990's a long time and I have never been tempted to move ISP for the simply reason that their support in all departments especially technical support is outstanding. I have recommended them to anyone who asks my advice on ISP's… Read Full Review

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“Domain transfer needed”

Written on: 22/03/2013

I needed our domain name transferred to a new server and Ben at customer services sorted it out promptly and with no fuss. Well done CWCS!… Read Full Review

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“That must be the worst hosting company ever”

Written on: 20/03/2013

Our VPS goes down on regular basis (every few days). Terrible tech support as well… Read Full Review

Ldocherty's Comment

Written on: 22/03/2013

Hi, Peter from CWCS here.

This review is not correct.

We take all comments of this nature extremely seriously and have investigated any VPN issues. Our VPN is stable and we have had no recent issues with it.

More importantly we have had no support requests or comments from any of our VPN customers suggesting there are, or have been problems in the past few weeks.

Yes, like any other hosting company, we do have issues from time to time, but customer's VPN going down every few days isn’t one of them! And when problems do arise, we get them sorted out quickly and efficiently and, in addition actively put measures in place to prevent anything similar happening again.

Please take a look at the other reviews about CWCS technical support and see what they say!

Regarding your comment about our technical support, at CWCS we pride ourselves on the high levels of skills, experience and expertise of our technical support staff. We have qualified technicians on site 24/7/365, and if you contact CWCS with a support issue you will get through direct to a technical support engineer. We do not use call centres or non-technical support staff.

We own, manage and run our own data centres, so can usually fix any problems extremely quickly, even if this means physically replacing hardware or components. What’s more, you’ll find our support staff often go above and beyond just fixing the problem. We do everything we can to ensure our customers get some of the best service and support in our industry.

I don't understand why 'guest' has made something up about VPN, or contacted us directly if they are having a problem. We don't actually have many customers using that particular service so it would be easy to identify any issues - but there aren't!

However if ‘guest’ would like to get in touch we will look in to the matter immediately and be more than happy to discuss any issues you may have or have had. Please quote your support ticket number, or we will raise a new support ticket on your behalf.

Alternatively if you would like your account manager to call you for an informal chat, go through any issues and look at ways we can help you and put things right, please get in touch.

When the issues are real, if you contact CWCS you will find we make every effort to correct things – whether it is answering a technical query, answering questions or getting third-line system admin support to delve really deep.

What’s more we will always take on board genuine feedback!

I hope this helps to clarify things!

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Roman234's Comment

Written on: 25/03/2013

VPS NOT VPN for starters -:P. And your company is not as good as you wish to be.

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Ldocherty's Comment

Written on: 25/03/2013

I'm sure your original comment said VPN....

We monitor our VPS's - really, they don't go down every few days. But obviously you have had a problem, and we would like to get to the bottom of it.

If you get in touch we will look in to the matter immediately and do our best to put things right.

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“CWCS - Excellent Service”

Written on: 12/03/2013

I am hosting 4 accounts with CWCS. Whenever I need support, there has always been a reply within 30 minutes from the support desk, and always happy to help. Fantastic Service from these guys… Read Full Review

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