Customer service? What customer service? Buyer beware.

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Muichi's review of 123-Reg -


“Customer service? What customer service? Buyer beware.”

Written on: 30/09/2013 by Muichi (1 review written)

My problems with 123reg started several months ago.
Firstly, they automatically renewed a hosting package which I had never used and no longer required. This was done without prior notification and without my consent.
My attempts to dispute this were ignored or met with a preprogrammed response of - "we have a right to do this, it's in the T&Cs." The point that there was no way of switching this autorenewal off was resoundingly ignored.
They must make a lot of money from people who have forgotten about useless and unwanted hosting servoces. Then it should be.
No cooling off period. Requests for a refund were ignored or avoided. The issue was finally resolved by my payment gateway.
More recently, they changed the T&Cs regarding my email service on another hosting - one which was paid for still several months in advance. This email is the one which i use to receive important and often confidential information.
Once again, no advance notification was received. Only after the fact did I start receiving cryptic emails stating that I was over my mailbox allowance. Surely not, I thought, as I am paid up well in advance.
My attempts to log in to the server to resolve the problem were frustrated by the fact that they had already blocked my account.
Several costly phone calls to their profit-making 087 number followed. Although their telephone staff were always polite and mostly very tolerant, they could not do anything other than "raise a support ticket". At one point I received an email saying that the support query had been answered and I could access this at 123's support centre. Of course I could not because MY ACCOUNT HAD BEEN BLOCKED!
Several more costly (and profitable to 123reg) phone calls later finally I was promised that a manager would return my call.
I have been waiting a week now. Still no call.
123reg are very good at accepting your money. They are outsatnding at that. But only expect whatever service they can be bothered to give you. If you rely on your service provider to the extent I did then BEWARE!
I would no longer trust 123reg nor recommend them. On the contrary.
I am now in the process of referring this matter to the proper authorities.

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