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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“My site has goen down twice in the last month and...”

Written on: 19/03/2011

My site has goen down twice in the last month and there's no-one working there at the weekend so I'm screwed. It's losing me a lot of money and I'll be cancelling my contract with them on Monday, if I can get through to them as the customer service is terrible.
Avoid… Read Full Review

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“Impossible to contact by phone, (god help if you if...”

Written on: 17/03/2011

Impossible to contact by phone, (god help if you if you forget a password - their retrieval link just produces a page of code,which doesn't exactly inspire confidence...), no email address given and they renew domains without permission by debiting your card.

AVOID!!!… Read Full Review

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“AVOID 123-REG AND WEBFUSION AT ALL COSTS! ”

Written on: 14/03/2011

AVOID 123-REG AND WEBFUSION AT ALL COSTS!

I use 123-reg regularly to register .co.uk domains - Their prices for .co.uk's are very reasonable however their other domains are a bit pricey. A .com can be found at a quarter of the price on other sites. Overall their domain registration is okay.

That being said however, their dedicated servers are just awful! The packages are way overpriced for what you get. Their £69.99 per month servers running linux can be found on other websites for as little… Read Full Review

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“Terrible service, stay WELL clear. ”

Written on: 11/03/2011

Terrible service, stay WELL clear.

Despite the fact I phoned them (on their paying hotline!) to request cancellations, they made some of my domains auto-renew.

After having enough, I'd been using them for five years, I decided to transfer to a new hosting company. They explained to me that the only way I can transfer hosting is to take everything down immediately, despite the fact I'd paid for hosting with them for another 2 weeks.

Terrible service, I am moving all my domains away from… Read Full Review

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“I left a review here last week and decided it would be...”

Written on: 08/03/2011

I left a review here last week and decided it would be fair to follow it up.

123-Reg have since issued me a refund - and to their credit - pretty quickly too. I have always found the company to be useful for quick and easy domain registration, but the customer support and control panel really do need addressing.

If it wasn't for my recent bad experience, I would probably rate them 3.5 out of 5… Read Full Review

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“Been with them for years and ok if no problems occur....”

Written on: 08/03/2011 by titusgroan (8 reviews written)

Been with them for years and ok if no problems occur. But I am not happy that they are Impossible to contact on phone and am looking to move away because of this - well thats why I am here!… Read Full Review

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“Exactly the same issue as the review below. ”

Written on: 04/03/2011

Exactly the same issue as the review below.

I'm absolutely disgusted and finding it impossible to contact them.

Avoid 123-Reg… Read Full Review

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Richardwinslow's Comment

Written on: 07/03/2011

Sorry you have had problems contacting us, if you want me to look in to your account, please send details with your username to richard.winslow@123-reg.co.uk and I can look in to this in more detail. Thanks, Richard.

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“I am so angry. ”

Written on: 03/03/2011

I am so angry.

This company has just helped itself to my credit card, which I am unable to delete ( except by calling a premium rate number).I called the number that took 15 minutes to find on their support website only to be spoken to by a chap who really did not care at all. It seemed as if I was bothereing him that I had the audacity to call

This is surely theft as they will not refund my card.

I did not want domains being renewed and tried to "untick" several times.

They still charged… Read Full Review

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“i have been with 123-reg for more than a year and...”

Written on: 20/02/2011

i have been with 123-reg for more than a year and managing 4 to 6 domain with this comapany. As long as i have experienced, this is very reliable company and offer domains for less price, with quick and friendly support available. user interface is very friendly. Once i had mistakenly paid 2 times for a domain, reported it and got my 2nd payment back within a day. I will recommend it to all of you folks.

thanks… Read Full Review

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“123-reg just stole over £100 from my bank account....”

Written on: 19/02/2011

123-reg just stole over £100 from my bank account. They have an automatic renewal system (basically a scam) that auto-renews anything that expires. I took every step to cancel auto updates but the money still went out. Avoid 123-reg… Read Full Review

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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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