123-Reg - www.123-reg.co.uk Reviews

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★★★★☆
4.2 / 5
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  • Value For Money

Summary

Note from Review Centre: In September 2010, 123-Reg was bought out by Montagu Private Equity.
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“just got off the phone with the support team, i was...”

Written on: 17/02/2011

just got off the phone with the support team, i was canceling my instantsite package that they offer (instant site is c**p) but they were really helpful and happy i got a 100% refund and was only on the phone for just over a minute. CHEAP domain names i was really chuffed i got my .org.uk domain for £6 for two years when i got quoted £19 for one year on another site. would highly recomend in my experience!… Read Full Review

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Webfusiononline's Comment

Written on: 05/04/2011

Hi
<br/>
<br/>Thanks for your feed back, I work on behalf of 123-REG.
<br/>
<br/>Just to let you know that we have now upgraded our Instant Site packages.
<br/>
<br/>So we now offer many more features such as ;
<br/>
<br/>. Increased control and customisation of hundreds of templates.
<br/>
<br/>. New easy-to-add modules such as Google Maps and File Download function
<br/>
<br/>. Improved 'build and save' functions
<br/>
<br/>
<br/>http://www.123-reg.co.uk/instantsite/
<br/>
<br/>Regards,
<br/>
<br/>Ricky

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“I've been using 123-reg for about 3 years and overall...”

Written on: 16/02/2011

I've been using 123-reg for about 3 years and overall their domain and hosting services provide good value for money, and for those reasons I would recommend them for domain registration and web hosting.

However the 123-reg customer service leaves A LOT to be desired. Their "ticket system" is very strange, and it seems whichever member of staff is free answers your enquiry. The problem being that many tickets require a conversation but each response is given by a different customer service… Read Full Review

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Richardwinslow's Comment

Written on: 16/02/2011

Hi there, thanks for the review.
<br/>
<br/>123 do renew domain names and services automatically, and do store card details. This was a change put in place over the last year and communicated out. Now whenever you enter payment details through the control panel we inform of this policy.
<br/>
<br/>This is done to both protect customers sites and domain names by keeping them online as well as ensure growth of the business.
<br/>
<br/>123 are good in the fact that you can, as you have mentioned, set domains to expire by ticking a box within their control panel. Hosting products however are done by a phone call to the relations department, this allows us to learn more about why customers are cancelling, as well as trying to retain.
<br/>
<br/>With the website builder you used, can you let me know if this was SiteFusion or InstantSite? If you have feedback on how the product could be improve drop me an email (richard.winslow@123-reg.co.uk) and I shall ensure our product management team get the feedback to help changing the products for the better.
<br/>
<br/>Within customer service we are working to change the quality of our support, this is where I come in. My goal is to ensure that customers receive a fast response that is accurate and correct. There is a long way to go, but our business, from the CEO down, are investing to improve our service and support. I hope you see this changing, as a long standing customer, over the next quarter.
<br/>
<br/>Our CRM is also under review, both the customer and support side of things, we do want to change the way things are done totally to ensure consistent support on a ticket for a customer, as well as different tickets for that customer. That is planned for the end of this year. Again, any feedback you can provide me by email will help shape the way forward for our customers, so please drop me a line.
<br/>
<br/>Thank you, Richard.
<br/>
<br/>

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“Have found 123 fine for basic hosting, but I was most...”

Written on: 11/02/2011 by richardharden1 (1 review written)

Have found 123 fine for basic hosting, but I was most disappointed with their Site Fusion (SiteFusion) web-building package, which is clunky and incapable of doing some perfectly basic things. Most astonishingly, it is apparently incapable of showing linked text in more than one style throughout the site! They confirmed this to me after I chased, for the second time, a help query to which no answer at all had been given.

They were perfectly nice about refunding the cost of Site Fusion, but I… Read Full Review

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Richardwinslow's Response to richardharden1's Review

Written on: 11/02/2011

Hi there, sorry you had issues with our SiteFusion product. This is a brand new product and we are finishing off polishing the corners.
<br/>
<br/>We went live with an upgraded and updated version last Monday, which fixed some issues.
<br/>
<br/>There is a new version for release by the end of this quarter, and the formatting issues should be totally streamlined at that point.
<br/>
<br/>If you do have specific information I would love to hear about it so that we can build this in to future releases, just drop me an email, richard.winslow@123-reg.co.uk and will get back to you.
<br/>
<br/>Thanks, Richard.

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“I have used 123-reg for about 5 years to buy domains...”

Written on: 08/02/2011

I have used 123-reg for about 5 years to buy domains and for hosting two websites and one emailbox. I have only occasionally had problems which have been dealt with through the "ticket" system quite efficiently. My use is very simple and undemanding so maybe that is why I have not had any problems but I really do not have any complaints except that the pages through which one manages the various elements are not easy to navigate and must have been developed by a real geek. I am not one of… Read Full Review

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Richardwinslow's Comment

Written on: 11/02/2011

Thank you for the feedback on our control panel, we are working right now through the feedback we have had to develop a new interface, taking in to account the geeks, and normal folk like myself, maybe even having an advanced mode.
<br/>
<br/>I hope the new control panel will be available by mid year.
<br/>
<br/>If you have feedback on what changes you would like to see, please do email me and I will pass to the project team responsible, my email address is richard.winslow@123-reg.co.uk
<br/>
<br/>Thank you.

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“I've used 123-reg for nearly 10 years, and the support...”

Written on: 07/02/2011

I've used 123-reg for nearly 10 years, and the support is indifferent at best - autoresponders by default, humans after a few days.

But I've really had a problem with a SSL cert I bought for a client last year. My name and credit card aren't on the clients account, and their SSL cert isn't on _my_ account's list of auto renewed services. But they auto renewed anyway! They won't refund the £45 (I just got what looks like a cut n paste standard 'we don't do refunds' reply).

I'm trying to get my… Read Full Review

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Rwinslow's Comment

Written on: 07/02/2011

Hi there, sorry you have had problems with the SSL and renewal, can you email me the SSL domain name and I can look as to what happened here. richard.winslow@123-reg.co.uk
<br/>
<br/>Thanks, Richard.

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“Truly appaling service. They hide away behind their...”

Written on: 06/02/2011

Truly appaling service. They hide away behind their support centre with no phone number and the spped of thier support is poor whilt the relpy itself is not helpful.

Leave well alond… Read Full Review

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Rwinslow's Comment

Written on: 07/02/2011

Hi there, sorry you have had issues with our support. Generally support tickets get their first response within 2 hours, and 98% of tickets have a response within 24 hours.
<br/>
<br/>Our phone number is on our site, and you can call 0871 230 9525 Monday to Friday 9am to 7pm.
<br/>
<br/>Please let me know if I can help, richard.winslow@123-reg.co.uk
<br/>
<br/>Thanks, Richard.

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“If I could give a half star I would. I left 123 Reg...”

Written on: 04/02/2011

If I could give a half star I would. I left 123 Reg years ago and only returned because they had been recommended by a reputable company. Well it's de javu all over again. Problems take days to resolve. You raise an issue they open a ticket as they call it, the ticket expires before the problem is resolved and it becomes a cyclic process. I would certainly not recommend them to anyone… Read Full Review

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Rwinslow's Comment

Written on: 07/02/2011

Hi there, sorry you have had problems. Can you email me your account details or ticket numbers and I can help resolve the problems. Thanks, Richard - richard.winslow@123-reg.co.uk

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“No support, what is the point in having a support...”

Written on: 03/02/2011

No support, what is the point in having a support system in place if no one gets back to you?

You just get a stupid auto responder and the telephone support is exactly the same.

Word of advice don't do business with this company… Read Full Review

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Rwinslow's Comment

Written on: 07/02/2011

HI there, sorry that you had problems with our support team. You can email me directly, richard.winslow@123-reg.co.uk and I can look in to any problems for you. - Richard.

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“123-reg are truly the worst registrar/company I have...”

Written on: 25/01/2011

123-reg are truly the worst registrar/company I have ever come across.

Their customer service is non-existent, they will gladly screw you over at any point possible. A few things id like to highlight are - when calling them use their non-premium number 020 8587 7558

When purchasing a URL via PayPal make sure you then go into your paypal account and delete the auto-subscription 'feature'. This is in the 123reg T&Cs, and will automatically renew anything you have paid for via paypal unless you… Read Full Review

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Richardwinslow's Comment

Written on: 27/01/2011

Thanks for sharing the number, I can confirm that to call us directly, or from an international number, 0208 587 7558 goes through to the 123 IVR and support teams.
<br/>
<br/>On PayPal, there is always confusion about this. When you enter your PayPal details, you authorise at that time for renewal payments to the account to go through PayPal. 123 does perform auto-renewal for all none cancelled services and domains, this is written everywhere when entering the payment details. This works to the advantage of sites and services which are business critical and allows site owners piece of mind. There are others who prefer this not to be done, so we do have a cancellation system and relations team.
<br/>
<br/>For domains and some other services, they can be set to expire through the 123 control panel. For hosting products, we do want to understand why customers leave us and so process these through our customer relations team, where we survey and process the cancellations.
<br/>
<br/>On the other side, all services have notices sent in advance of renewal stating, we will renew and take payment in x days.
<br/>
<br/>PayPal when setup as a payment method takes the details and sets 123 & PayPal to allow renewals to go through. PayPal set in their system, that 123-reg are allowed to take payments moving forward. PayPal do not give us the money every year on a domain name or service, we request the money for the renewal when the domain or service is renewed. So if the domain is set to expire within 123, then it should not be renewed, and payment then should not be taken from PayPal. If you cancel 123 from being able to take payment through PayPal's control panel, then when we request the renewal payment, it will be declined, and the domain will not be renewed.
<br/>
<br/>Cancellations and none renewals should be set with 123 to prevent any issues.
<br/>
<br/>I can be contacted directly through email to richard.winslow@123-reg.co.uk
<br/>
<br/>Richard.

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Saggybelly's Comment

Written on: 08/05/2011

Since this system has changed - as domains used to auto expire unless you explicitly renewed them, at some point, you changed the process. My payment details were already on file so what gave you the right to use them since I'd never seen the new terms, never mind agree to them as far as I'm aware. If you feel you really must change your process in this way, why can I a) ask that you don't apply this practice to me and b) have control over my payment details and whether or not you store them? I can't think of another company that stores payment details that doesn't allow you to manage them completely - including deleting them if you so chose. If your argument that this has all been done solely for the benefit of the customer, then add some more options like the ability to remove payment details and an option to choose whether you want domains/services auto-renewed. Otherwise it's hard to believe your argument that this is for the customers' benefit and not about making more money for 123.
<br/>If I start to use payment methods that you cannot re-use, will you renew anyway and then consdier th I owe you the money?

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“Worst customer support in the world. They do not help...”

Written on: 25/01/2011

Worst customer support in the world. They do not help and hang up on you if you have been waiting along time because their 0871 number brings them revenue. They charged me for a SSL Certificate that I did not order then would not refund me. This company is a joke. Anyone who is thinking of using 123-reg. Well don't you have been warned now go to another provider or be conned by these robbing cheats. 123-reg.co.uk are the worst company in the world… Read Full Review

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Richardwinslow's Comment

Written on: 27/01/2011

Sorry about that. We do not use our phone numbers to push revenue up or similar, and our teams are monitored for length of hold to ensure customers are not kept waiting, with 2nd levels offering help to assist on the harder calls.
<br/>
<br/>Regarding your SSL, if you can email me directly, richard.winslow@123-reg.co.uk, then I can have a look at that for you.
<br/>
<br/>Richard.

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“I wish I could give this company a 0 star rating, I am...”

Written on: 22/01/2011

I wish I could give this company a 0 star rating, I am trying to launch an online store and having been pointed in the direction of 123-Reg by some books that I had read I registered my domain name and then paid my money for the hosting package.

I decided to upload a placeholder page 3 weeks ago and it still isnt on the web. Ive emailed them around 10 times and get a standard response each time and the last 3 messages I have sent they havent even been bothered to respond to.

As far as I can… Read Full Review

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Richardwinslow's Comment

Written on: 24/01/2011

Hi there, I am with 123-reg, can you email me your details and I can check this out for you. Sorry if you have had problems up to this point with our support team.
<br/>
<br/>richard.winslow@123-reg.co.uk

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“This is a weird case - but 123-reg GAVE away one of my...”

Written on: 22/01/2011

This is a weird case - but 123-reg GAVE away one of my domains to one of my Customers without checking with me!

Bought www.lb-sch.co.uk in Jan 2009 and even renewed it in Jan 2011 - but had the registration details as my customers name. Despite me owning the domain for over two years, with NO warning, 123-reg simply took the domain off me and gave it to my customer. No refund of domain fees - nothing. So, pay for a domain with 123-reg and, you never know, they can just GIVE it to a non-paying… Read Full Review

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Richardwinslow's Comment

Written on: 25/01/2011

A domain name is purchased through an agent, in this case a hosting company such as 123-reg. That company may or may not offer reseller services on domain names.
<br/>
<br/>By the sound of it you have purchased in an account of your own, domains for others, and set those domain details through to your client, so you are also acting as a reseller.
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<br/>The domain registrant, if they can prove that they are the owner of a domain name, can take that domain and put it to use elsewhere. As a .uk domain name, Nominet, the head of .uk domains, can step in and move a domain name from one company to another without requiring to inform the current admin of that domain name.
<br/>
<br/>123 in this case are as helpless as yourself should Nominet do that, but also have a responsibility to the domain holder to move the domain name should they provide correct documentation to prove they are the registrant of that domain name.
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<br/>The whole process for all companies regarding domains is messy, many people buy domains for others, developers do that and clients do not pay them, developer wants to keep the domain, but it is the clients. Nominet / 123 are then involved to honour the registrant and move the domain name. Given that this is often due to one customer and their customer having a dispute, this is done in the back ground per the domain registration rules.
<br/>
<br/>Regarding money, unless the domain name was recently renewed, the money paid for would be for the registration services up to that point. If your customer does not pay you, then that is something to chase up with them. 123 are in the same boat, if you do not pay them, they still have to pay for domains they register on your behalf.
<br/>
<br/>Hope this sheds light on the situation.

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Richardwinslow's Comment

Written on: 27/01/2011

I found this review helpful because

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“Dreadful. ”

Written on: 18/01/2011

Dreadful.

Just dreadful - they had over 1 week constant downtime - which knocked the site out of google for weeks on end, but refused to give any service refund.

Then they have an auto-renewal which stores your credit card and just takes money out without any direct affirmation....so my Instant-traffic service was up for renewal, I didn't want to renew, went to the website on the day it expired, to find they had already taken out the money for another year. Well, you would presume any decent… Read Full Review

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“The company is a joke. I emailed their support to...”

Written on: 17/01/2011

The company is a joke. I emailed their support to cancel a hosting package (as the price had more than doubled in two years) yet they refused to accept cancellation this way... even the secured log-in section was not good enough to cancel the hosting according to one Farhan (the customer service rep handling my case), I replied by saying I could never get through on the 10p a minute helpline as after 15 minutes of waiting each time I rang no-one answered, and I got sick of listening to the… Read Full Review

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“I have had four domains registered with this company,...”

Written on: 16/01/2011

I have had four domains registered with this company, which wasn't too bad to start off with. One of the domains, which was on special offer when I first bought it, expired after one year and after not having used it I decided I would not renew it. Then I received a large bill for a renewal - 123-reg had stored my credit card details and automatically renewed the domain "for my convenience" without my authorisation or permission.

Their control panel is difficult to use and difficult to… Read Full Review

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“The poorest site I have ever done business with. I am...”

Written on: 12/01/2011

The poorest site I have ever done business with. I am sure this was a good idea at its inception BUT its execution leaves a lot to be desired. It is the most frustrating web hoster I have used and you would have to be an IT geek to use its support mechanisms.

When you try to cancel they send you round in circles. It took 30 minutes at my expense to cancel this package.


I think reg-123 need to review its processes… Read Full Review

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“Unfortunatly People only leave feedback when they are...”

Written on: 11/01/2011

Unfortunatly People only leave feedback when they are unhappy, and its rare for any industry to see praise.

I have over 20 domains hosted with this company, not once have I had any problems with their portal which is extremely easy to use, I also use them for SSL certificates which are extremely easy to obtain on their site, they are excellent value for money, and anyone on here that says they are not is sadly mistaken and just having a moan.

There are bad storys about every company in the… Read Full Review

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“I am not surprised that only 10% of reviews are...”

Written on: 07/01/2011

I am not surprised that only 10% of reviews are positive. My own experience with this company has been dreadful. Customer liaison, non existant. I would recommend that you stay away from 123-reg. My problem started in about Sept '10, still not resolved in Jan'11, emails consistantly ignored and overcharged for services not provided (fraud?). Shame there is not a zero star rating. My domain has been down for 5 months with no assistance from 123-reg, and, final insult, my domain name is up for… Read Full Review

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“THEY MADE AN UNAUTHORISED PAYMENT FOR A DOMAIN NAME I...”

Written on: 02/01/2011

THEY MADE AN UNAUTHORISED PAYMENT FOR A DOMAIN NAME I WAS DELIBERATELY ALLOWING TO EXPIRE.

THEIR SYSTEM DECIDED THAT IT WOULD AUTOMATICALLY RENEW MY DOMAIN NAME?! AND TAKE THE PAYMENT, WITHOUT ASKING MY PERMISSION I RECIEVE AN INVOICE.

JAMES

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“After years of doing business with them we made one...”

Written on: 26/12/2010

After years of doing business with them we made one slip with a contract, 123 reg had our money and were not going to refund us for unwanted and unused services. There are better & cheaper companies out there… Read Full Review

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