IONOS | ionos.co.uk Reviews 

Terrible customer service and an inability to effectively communicate. I’d rather spend extra and choose a company that actually cares.

Fantastic service , knowledgable member

Great customer service and experienced staff

I am extremely disappointed by my experience with IONOS, both in the way AI Search Manager was sold to me and in the way my subsequent complaint has been handled.

During the sales call, I explained that my business project was something for the future and that I was not ready to proceed. I also explained that I was recovering from an accident and had been away from work for months.

I specifically said, “I would like it in writing before I agree.” I was told the information could not be provided beforehand, while the agent repeatedly emphasised the initial £0 period and the opportunity to look at the product in my own time. I also asked for the information to be sent to a different email address because I was having difficulty accessing the address on the account.

I want to be fair: the agent did mention a £29 monthly charge after the initial period, and I did eventually say yes. However, having listened back to the call, I felt pressured into agreeing without the chance I had asked for to review the documents first. I do not believe my concerns about the full conversation have been properly addressed, including whether the 12-month commitment and cancellation conditions were clearly explained.

I did not set up or use the service. Despite this, IONOS has told me I am bound by a 12-month contract and warned that the outstanding balance may be referred to debt collection.

What has disappointed me even more is the response to my complaint. I asked for a senior review and raised specific questions, but I was told the complaint was closed without several of those questions being answered. I found the tone of the correspondence dismissive, particularly the comment that staff are “not account managers or accountants” when I was asking about the way the service had been sold.

I feel a company should listen when a customer says they are not ready, wants to see the information in writing and has explained difficult health circumstances. In my opinion, holding someone to a service in these circumstances shows a disappointing lack of care and flexibility.

I have now escalated the matter to IONOS senior management and hope they will look at the whole situation fairly. I will update this review when I receive their response.

Great customer service. Issue sorted straight away. Excellent all round

Tom helped me out to resolve the issue I had in publishing my website. Thanks a lot

Avoid IONOS, please listen this. They'll chase you for services for "contracts" that you supposedly entered into and happily pass this to debt collectors.

Despite contacting them I have no access to an account, nor the information on what the bill is even for.

They are beyond a joke. There are so many more reputable hosting companies out there, I would urge anyone reading this to leave, or reconsider.

Absolutely disgusting company, customer service is non existent.

Truly exceptional customer support agent, and not the first time. Quick to connect, then a helpful human who clearly knew the IONOS platform back to front. Hugely patient in talking me through the issue. 10/10

I didn’t have my account for long but when I needed to speak to customer service. Josh stood out. He was friendly and made what could be a long boring process light hearted and quick. 10/10 customer service your definitely an asset I really appreciated your help

The person Ricky that helped seemed to know what he was doing and solved my problem very quickly.

Vrisha was very helpful on the phone. Excellent customer service

Always available

The advisor was very impatient and sounded patronising. Trisha or whatever here name is just spoke over me when I was taking so I couldn’t really explain my issue which was making me even more frustrated. I had a log in issue as I’m not getting a code to my email and she was that I was when I can clearly see that the code doesn’t come through to my email. A simple issue which because a nightmare, I’m actually looking to leave and go to another provider. The advisor didn’t sound like she want to be there she sounded bored

Waste of time gong through the AI questions. Couldnt answer anything so got passed to Joseph R who was helpful.
Had I just gone straight through to Joe everything would have been great.

Excellent Customer Support.

Mohamed, was great in understanding my issue with my farther-in-law passing and his closed account and myself taking over the payments so my mother-in-law could continue to have access to her emails, then getting my refund issue resolved.
He kept me fully informed on the process and when he was checking with the back-office team, to support fixing this issue. All sorted and I'm very satisfied with the process and resolution.
Cheers
Dave

Abdullah Bham provided an exceptional response to my query & resolved completely in a calming friendly manner, thanks

Joe was able to understand by issues straight away and deal with them accordingly. Which left me very satisfied as he found the solution to the problems.

I don't fully understand what I'm doing - the agent was able to take the screenshot a friend sent me and sort out the DNS records quickly so that my website will now connect to my domain. It was quick to get through and the agent was patient and professional.