123-reg customer woes continue

Exclusive: Web hosting company 123-reg has insisted that its customer service offering is back up to scratch despite dozens of customers asking Web User for help.

As we reported in April, many 123-reg customers say they have encountered difficulties contacting the company for support issues.

The web host admitted problems arose after it moved staff to a new location, hired new staff and installed a new telephone service but had vowed to address the situation.

Yet Web User has received a number of further complaints against the web host and many customers claim their problems are still unresolved almost a month on.

Web User reader Wendy Richards said: “I tried ringing every day but to no avail and eventually as I could not get anything working sent them an email to say I wanted a full refund as very disappointed with the service – I did not get a reply for nearly two weeks.”

A local rate telephone helpline number for 123-reg customers has recently been scrapped and customers must now call customer support on 0871 230 9525 at a rate of 10p per minute. The company has also admitted problems with its fax machine at present.

However, although he acknowledged that customers have suffered “some frustrations” recently, 123-reg director Mark Beyer claims that service levels are improving.

Beyer declined to comment on the individual cases Web User presented as evidence of problems but said it was “looking into those presented to us with a view to resolving immediately”.

The company said that any customer with an outstanding problem that wishes to escalate it should mark any correspondence for the attention of Luke Todd, customer support director.

Are you having problems with 123-reg? Have your say at www.webuser.co.uk/forums.

www.123-reg.co.uk

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