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BenCJ
News Editor, Web User
Reg'd: Thu
Posts: 52
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Hi Everyone,
Despite recent promises made by the company to improve its customer service offering, we're still receiving a lot of complaints about 123-reg.
If you've had any kind of issue with 123-reg, please let us know on this thread.
Here's a story we ran back in April, look out for an update soon.
http://www.webuser.co.uk/news/117318.html
Thanks
Ben Camm-Jones
News Editor
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Aspirational
new user
Reg'd: Wed
Posts: 2
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Hi,
We bought domains from these guys, and despite emails, telephone calls (to premium rate phone lines costing more than £6 a time), and using their questions section, support section and faxing. We still cannot launch our on line company. Some four weeks later.
Our legals have advised us to keep a full audit trail and to keep encouraging the company to provide the service promised. As of yesterday we have suffient evidence to warrant a winding up order on 123.
We are with our advisers, now communicating in writing to thier registered address giving seven days notice of our impending action.
My experience of this company can only be descibed as "the most incompetent commercial organisation I have ever had the misfortune of dealing with". Their customer service standards are at best... appauling in the extreme.
I would ask that the webuser award issued to these guys is revoked with immediate effect and that you insist that any such endorsement is removed from their website forthwith. As other web users like myself will assume it is a recognition of quality by your respected brand and imply confidence in the customers purchasing decision as we did some three months ago.
Limiting my brand damage now and putting distance between Webuser and 123 would be my next step if I were the webuser marketing director.
Finally, I would much prefer to use more emotive expressions of what I think of this company, however protocol of this forum (which we respect) and our legals have asked me to keep my powder dry....just for a little bit longer at least.
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cabdriver
new user
Reg'd: Fri
Posts: 3
Loc: Macclesfield, Cheshire
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I design websites and have always recommended 123-reg to my clients for hosting and, generally, everything proceeds smoothly.
One thing that really annoys me is that they are always changing passwords without notifying their clients. The first time you become aware of it is when you try to upload file changes to the server. You get a rejection message saying incorrect username or password. You complain to 123-reg and they reply with a new password.
Email complaints to their support section generally go unanswered.
I'll give you an example of how they deal with complaints. On the 7th June I emailed support saying .......'Both I and some of my clients have been having problems with bounced emails. Below is a typical reason given for the bounced emails. I, and my clients, are concerned they there may be emails that we have not received'
The typical reason I gave was extracted from the bounced email - 'Connected to 195.224.48.121 but greeting failed.
Remote host said: 421 six.mx.123-reg.co.uk: Too many concurrent SMTP connections; please try again later
I'm not going to try again; this message has been in the queue too long.
I received a reply from Support on 20th June. Completely useless 'template' reply giving me links to their website concerning Configuring Email and Email Trouble Shooting.
I replied suggesting that they read my complaint again and try and deal with it with a personal reply.
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dringof1
new user
Reg'd: Sun
Posts: 1
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I decided to rent a server from 123-reg as I already have Pipex broadband and have had very few issues with them. Getting a server up and running requires a human element of set-up, which I assumed would be undertaken in a timely manner.
2 weeks later id not received any kind of confirmation despite my emails id sent to the support team. They had happily charged my card for a set-up fee, and even calls to the support centre (charged at 50p a minute and only 9-5 Monday to Friday which is laughable!) could not get my server up and running.
I promptly ended my server rental and that was that...Or so I thought. One month later I got charged for a months rental. I logged in to the control panel (I sadly purchased another hosting package from them before i purchased the server rental) and saw the option to "manage my server" i.e the one i had ended with 123-reg. Numerous emails and no replies meant I had to call the support centre (at the premium rate). I called twice (both members of the support team telling me the server would be taken off my account). This never happened and on my third call the assistant told me the only way to fix this would be to delete my credit card number form my account. I have indeed not been charged and I have recieved back every penny I wasted with 123-reg.
Six months on though I get at least one email per day telling me my card has not gone through and I need to update my credit card details.
Don't waste your time with 123-reg. I switched to another UK server provider and things have never been better.
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IanBrodie
new user
Reg'd: Tue
Posts: 2
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I've been a satisfied 123-reg customer fo many years. But I've only used them for the fairly simple taks of registering domain names and setting up email forwarding.
Recently I changed nameservers for a domain I registered with them as I had setup webspace with an alternative provider (ukwebhosting.co.uk).
The nameserver change worked fine for finding my site on the web - but for email sit has really messed up. I can email my users on the domain from any email user I have (such as my work one, or my sky broadband one) - but if I try to forward email to the domain from a different 123-reg domain I have I get error 550.
I have been getting this for nearly I week now. I contacted customer support at 123-reg on Sunday and have heard nothing back from the since. I am emailing them daily to see if anyone is even looking at my problem - but so far no response at all. I am sorely dissapointed.
I shall keep a count of how long it takes the mto respnd and post it here.
Ian
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Baz94
regular
Reg'd: Tue
Posts: 749
Loc: Kent
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If these are so bad, why are they being advertised in WU?
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disgruntled
new user
Reg'd: Wed
Posts: 1
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August 07 I signed up with 123-reg for an e commerce site and I've worked day and night putting products on, sometimes into the wee small hours because I wanted it up and running as soon as possible. Everything was fine. I logged into my site last Thursday into my admin page to put on more products and the veiw in shop won't work so I thought mmmm I'll try typing the domain name into the address bar and see if it comes up there......nothing. IE message this cannot be displayed or something. I'm connected, I've flushed the dns cache. tried support.......nothing. I can still go into my admin page and put products on but can't see the site as I could before. The domain name was bought from 123-reg at the same time as the website so what is the problem and why wont they help me???? I'm still sitting without a site and they've just took the money for this month's hosting as well. Does anyone know what's going on.  HELP! 
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horsetack4u
new user
Reg'd: Mon
Posts: 1
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Hi, i too have opened an e-commerce site with 123, and again like you have spent hours of time uploading the products. On tuesday last week i noted the site was not opperating. I checked the basics and left a request on the help line, regulary updating the request. To date i had not recieved a reply so i called them.
I must admit they did answer very quickly, but the response i got was not good.
I was informed that the site for e-commerce is dealt with by web fusion and there has been a tech fault for three weeks, unresolved. the problem starts when the account is renewed as payment is taken, and daily more customers are effected. They can give not answer or date to a resolve.
The sad thing is that the site when working is exactly what i need, but if i can not rely on the service, i will have to try elswhere. I will be requesting a refund for the % downtime.
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kip
regular
Reg'd: Sat
Posts: 83
Loc: Southampton, England, UK.
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Ben,
Site went down posted 'thread'
Server Issues
123 are my redirection service.
kip
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Zippy_Brown
regular
Reg'd: Fri
Posts: 88
Loc: /dev/null
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Quote:
If these are so bad, why are they being advertised in WU?
My thoughts exactly. Is advertising revenue more important than readership?
--------------------
Zippy
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TheFatControlleR
Forum Admin
Reg'd: Fri
Posts: 6805
Loc: Megatripolis
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Quote:
If these are so bad, why are they being advertised in WU?
Yes, 'IF'...
Quote:
My thoughts exactly. Is advertising revenue more important than readership?
A narrow view, IMO.
Every company has customers who are dissatisfied - whether genuine or perceived. And it's a fact that those who do feel aggrieved shout the loudest.
Very few people praise a company for providing the service they are paying for (no more, no less). On a percentage basis I suspect this companies detractors are a very small percentage of their client base.
Surely any company that totally disregarded their customers (as some suggest) wouldn't stay in business for too long, as their clients would simply take their custom elsewhere. Added to that the fact the company is Internet based - as are ALL of their potential clients - where all manner of relevant opinion/experience can be found.
As for 'Is advertising revenue more important than readership?', I suspect they are equally important, the magazine wouldn't exist if either one were absent from the equation.
--------------------
 TFC
'Going to trial with a lawyer who considers your whole life-style a Crime in Progress is not a happy prospect.' - Hunter S Thompson (1937-2005)
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Graham666
new user
Reg'd: Sun
Posts: 3
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They seem to be having problems with web forwarding - not working at the moment.
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Baz94
regular
Reg'd: Tue
Posts: 749
Loc: Kent
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TFC, I agree with you to an extent but many people DO praise a company for a service that they are paying for.
I have harped on often about 1&1 and when one is satisfied with a service, they tend to recommend the service to others.
"If they are so bad, why are they being advertised...." comment was made mainly because as ben stated in the top post:
"Despite recent promises made by the company to improve its customer service offering, we're still receiving a lot of complaints about 123-reg"
So WU have recieved a lot of complaints about this company but are still advertising them.
Don't get me wrong, regardless of service, if a client pays to advertise then they have that right and a mag has the right TO advertise them.
It just seemed funny that this mag that is advertising them are also letting us know about how bad they can be.
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ultimatehandyman
regular
Reg'd: Sat
Posts: 258
Loc: Darwen, Lancs, UK
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I wish I had seen this post before I transferred several domains to 123 reg!
History-
I had several domain names hosted through Lycos and I wanted to point the domain name to my new dedicated server. I logged into the Lycos control panel and there was an error. I was told to contact their support. I contacted Lycos support via email and on the phone and after days of messing about was told that Lycos domains could not be pointed to dedicated servers! I then decided to move all of my domains from my Lycos account to a new account at 123 reg.
123 Reg-
On the 8th February 2008 I started to transfer eight .com domains, five .co.uk domains and one .eu domain from Lycos to 123 reg.
The .co.uk domains went through easily and I can access these in my control panel.
The .eu domain says “This transfer has been cancelled. Your transfer fee will be refunded very soon.”
The .com domains say “This domain transfer is on hold – “further information can be found below. Domain status doesn't allow for transfer”
Lycos gave me the eight transfer codes for the eight domains and I sent these to 123reg and they did nothing with them, but sent me yet more useless links. I contacted 123 reg through their support system and said that their support was a joke on their site and so they sent me 4 links to pages that were not relevant to my case.
I’m now in a position where I have nine domains that I cannot use because I cannot log in anywhere in order to change the dns settings.
123 reg’s site is far from easy to use, unless you want to call the 10p per minute helpline and I am sure they will put you on hold if you do call them!
A few days ago, I received and email from ICANN saying that I was the administrative contact. In the email was a link to the email for the technical contact for the domain name-services@123-reg.co.uk and so I emailed this email address on the 5th April with the following –
Hi,
I recently tried to move several domain names away from Lycos webhosting to your company.
I started this process weeks ago and now I am in a position where I cannot change the dns settings for any of the .com domains, which is very annoying!
The domains are-
*Eight domain names removed*
All of these domains say either This domain transfer is on hold - further information can be found below. or
Transfer in progress...
Also ultimatehandyman.eu says- "This transfer has been cancelled. Your transfer fee will be refunded very soon." But I have not cancelled this transaction?
As you can imagine this is very frustrating. I have contacted your support in the past and they told me to contact Lycos. I contacted Lycos and they told me to contact you and it seems that the domains have been moved to 123 reg, but there are some problems at your end.
I would like a fast resolution to this problem as I am currently paying for domain names that I cannot use and so if this is not fixed soon I will have no option than to claim back the money from my bank and start legal proceedings.
Kind regards
Chez
So far I have not received any reply at all from them!
I have dealt with some very annoying companies on the internet, but 123 reg is definitely the worst so far.
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jeanjeanie
new user
Reg'd: Mon
Posts: 4
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I purchased a domain name from 123-reg there customer support is no better now than it was in 2007. I am still waiting to use the domain name, they said I needed to fill in a form to register it.I filled it in, sent it back and thats as far as I can get.They don't answer the emails. I've asked for my money back, not worried about the money just wanted the domain name and be able to use it.
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