IONOS | ionos.co.uk Reviews 

A very patient and helpful person called Kathleen worked through my problem and sorted it out. Thanks Kathleen

The fact that you're 24 seven and a human assisted and someone who has learning difficulties in spelling it's a great help to have that help from a real live Ionos staff member who understand and who are polite and guide you for it.

I was prompted to edit my payment details following a lost credit card followed by replacement. Next month I was then warned that my payment hadn't gone through so I again edited the card details to a different card. Then, 2 days later the account was frozen and I couldn't use my email. On telephoning to find out what was happening, I discovered that neither the first nor the second edit had taken effect.
the very helpful person I spoke to (Mohammed) found out that the edits hadn't worked for a reason he was unable to determine, despite talking to his technical people. But he processed my edit himself and I later received confirmation that it had been processed.
However, due to a new system (he told me) the payment wouldn't be taken for up to two days, and meanwhile my site and email would remain frozen.
I am very unhappy about this, but would rate very highly Mohammed's handling of my call

Got through to an agent quickly to resolve my query. Kathleen was very polite and answered all my questions clearly.

Very helpful agent, thanks

you do not have a fluent process . everything is done in stages which causes delays

Needed help with contract and technical issues. Mae was very helpful and wonderfully mannered. Pleased with the support received.

Been with IONOS (or 1&1 previously) for many years. After properly messing up access to my admin account and email early in the morning only a call to IONOS customer care could sort it out. I expected a lengthy experience navigating endless menu options, listening for hours to hold music and struggling to get the problem resolved. WRONG / WRONG / WRONG. It was a fairly painless call handling automated menu, then ping straight to a knowledgeable helpful human. Problem solved. What a pleasant surprise. I genuinely sat there for a minute after ending the call thinking WOW. If only all big companies were like this....

Very helpful chap on phone, resolved all my issues as I continue to progress my website.

Technical Support staff are banned from speaking to customers. First-line support staff do not understand the Internet or the deficiencies of Ionos' own system. Support Tickets have no problem description against them when raised by support staff meaning that customers must do their job for them by putting the description in themselves. Also Support tickets are not treated as Support Cases meaning that they are not updated by Support Agents after a phone call so there is no proper audit trail about the troubleshooting process. Requests for help and the resulting conversations are dispersed over emails from different agents, different support tickets or lost in phone recordings, meaning that each new support agent cannot see the full case history and sometimes nothing at all. Ionos' case management becomes chaotic with different agents pursuing different, sometimes contradictory, courses of action which have sometimes already been superseded by events. The combined effect is that customers must constantly repeat what they said last time and also take the support agent through the process of elimination to bring the case under control. When you realise that you have hit the agent's limit of their understanding you realise that you must insist that you speak with a supervisor. At which point you are put on hold for ages (in silence) to eventually get a ring tone for 20 secs. and a message saying that you cannot be connected and they hang up on you. Then you have to start again. Ionos' system itself suffers from poor integrity. I tried to remove an external domain twice and each time it disappeared from the list of domains for about an hour then came back again. No Support Agent could tell me why. When I paid £9+VAT to have a domain transferred in to Ionos their system took my money but sent me no email to confirm that they had received the transfer request although the money had gone from my account. Their Support Agent said that he didn't know what had happened but came back later by email to say that the transfer had failed. He could give no reason why it had failed. The EPP code was valid and I had received no email from their system with any reports of progress about the transfer. Just left me hanging in the dark and £10.80 poorer. I tried again and same thing happened. I demanded to speak with technical staff who could look at the audit trail and trace the issue but the agent told me that 'technical staff do speak on the phone' which is corporate-speak for 'we provide very slow and inadequate tech. support for businesses in order to reduce our costs.'
Call-backs from Support Agents are made by an automated system and when you pick up sometimes there is no human on the call at the other end, just the sound of people talking in the background.
The whole (and I mean whole) customer account website is a disjointed and counter-intuitive mess meaning that it needs a complete re-design to make it user-friendly. Options and functions are in the wrong places and badly organised.

THE TECHNICIAL I SPOKE TO WAS ABLE TO IMPROVE MY KNOWLEDGE VERY QUICKLY AND RESOLVE MY ISSUE

Joshua dealt with my queries promptly and effectively.

I received a Phishing e-mail asking me to confirm my password urgently. It was so convincing that I replied to it, it asked me to Login and I entered my Password.
Stupidly ! as I then realised it had come from Nigeria !
I then looked more carefully, the customer number was not mine ! That was the only thing that was wrong.
I didn't think I could be scammed, but I quickly telephoned Support and changed my Password, with the great help of your advisor.
Thank you !!

Great service from Mae. Quickly resolved my query and was lovely to speak to

it is a great help, but I lack so much understanding of these things that I wish it was simpler and I knew exactly what to do.

Great service, thank you!

always helpful and available to resolve any issues that I have with my website.

It was a pleasure to be assisted by Chel Diane Falceso.

I felt heard and understood, regarding my query.

My matter was delt in a very considered and thorough manner, leaving no stone unturned, whilst I was asked of any further queries with my products.

A customer focused and professional service I was left with as an opinion.

Many thanks

Leroy Millington