CWCS www.cwcs.co.uk Reviews

★★★★☆
4.4 / 5
From 5 reviews
87% of users recommend this
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★☆☆☆☆

“They did not take responsibility of domain renewal ”

Written on: 22/01/2014 by MISI (1 review written)

Could you imagine a hosting company does not renew a domain even though auto renew was on? if they cant make a simple task like this, could you imagine to be responsible for hosting? I purchased the company, they transferred the domain-- but they transferred (as they say) a cancelled domain (cancelled as far as their system thought) to me.- so unprofessional. They "believe" the domain was cancelled on their system prior to me purchasing the company..pretty ridiculous! TO HAVE AUTO RENEW ON AND… Read Full Review

Peter-At-Cwcs's Response to MISI's Review

Written on: 22/01/2014

On behalf of CWCS Managed Hosting we are sorry that you’ve had this issue and we can understand how upset you must feel.

The domain was cancelled when registered to the previous owner prior to a change of ownership in March 2013. The cancelled status was then migrated across with the details of the account.

If a domain is set as cancelled, our system will not auto renew it (if it did, we would be sending auto renews to customers who had cancelled their domains!). To renew a cancelled domain just needs a call or email to us.

We have confirmed with the domain registrar that they sent you at least two reminders prior to your domain being cancelled.

We would have been more than happy to advise on or help with the renewal process if you were not sure what to do about these reminders. This too would have prevented domain cancellation.

As soon as we were made aware of the situation - when you contacted our Technical Support service on Saturday, 18th January 2014 - we were able to rectify everything within 65 minutes.

We did not invoice, charge you or take payment regarding this domain renewal. And as a show of goodwill we have renewed your domains free of charge until December 2017. We have also offered you free hosting.

We hope that this has not affected your business too much and we’d be happy to chat to you further if you have any unresolved questions.

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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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Peter-At-Cwcs'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 info@cwcs.co.uk 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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★☆☆☆☆

“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

Peter-At-Cwcs'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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Peter-At-Cwcs'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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★☆☆☆☆

“Customer for over 10 years and they are worse each year!”

Written on: 24/11/2011

We have beena customer of CWCS for over ten years. At the start they were very good, support was helpful and we were happy with the service. Over the past three years this has deteriated greatly. They are hard to reach by phone, any dept billing or support. Support calls are not answered and when you are a reseller this matters as your client is chasing you. I would say if you want hosting to resell then go elsewhere, we are moving ours as this service is now so bad… Read Full Review

Nclarke's Comment

Written on: 28/11/2011

Many thanks for posting this review of your experience of CWCS, it is a shame that you have remained anonymous as I would have liked the opportunity to address your dissatisfaction against the services we offer here at CWCS personally. However in response I would like to stipulate that we as a company look to deliver excellent customer service and allow the customer to really appreciate the fantastic personal experience at all times. I find it hard to accept that we are hard to reach by phone, we have a 24/7/365 manned operation based here in the UK and whilst I appreciate that there can be times when the call volumes can be high, we monitor this on a daily basis. We have introduced new methods of contacting our support team which now include free calls via Skype and you only have to read the other reviews which are not anonymous and hopefully give a true reflection of our services. If however the person who wrote the review would be prepared to make themselves known, then please email me directly nclarke@cwcs.co.uk and as stated I will look into and address any issues you have personally.
Kind regards
Nick Clarke
Head of Operations
CWCS Managed Hosting.

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★☆☆☆☆

“Had lots of problems with them, and would certainly...”

Written on: 30/09/2010

Had lots of problems with them, and would certainly not recommend them. They originally advertised Windows Server 2008, once it was set up it turns out they gave us the Web edition, which was useless for us. They also advertised a faster processor than what they commissioned for us, and we had to insist on the faster core before they relenting and "upgraded" us to what they had advertised. We transitioned to Linux (Debian 64 bit), and yet for the next three months they kept charging us the… Read Full Review

Adriandunn's Comment

Written on: 01/10/2010

I found this review very helpful because I had a similar experience with them. Wish I had read some more review first!

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Garry Lucas's Comment

Written on: 18/10/2010

You did read the contract before you signed it, didn't you ?

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