WebMate Avis 

Always quick to respond and help out. Good to be able to contact real people based in the UK who take time to help and give a detailed reply when I've had broadband issues.

I have been with Webmate for some years and they never let me down, if I have a problem, they sort it. Excellent technical support.

Excellent service as usual. Thank you.

Becoming increasingly incompetent, sadly. 01 Dec 2023 is the advent of another price increase but they have just invoiced me an incorrect "new" amount. Instead of 28.70 they will take 39.20. Had this mistake last time there was a price increase aswell.

They've replied to say that their Accounts team is out of the office now for the next 2 days until.. the billing date (01 Dec) when they will just refund me.

I don't think this is acceptable, or true. I might cancel my Direct Debit and pay my bills by debit card for the time being. Their apathy is also at odds with all the claims they make online about customer service. No urgency from them, no "sorry" (only robot "apologies"), no reply within 2 hours that they brag about.

Reply to reply:

Lie 1 -- We are looking into this again for you --
Funny. You told me Accounts Team (apparently all of them) are out of the office for 2 days and nobody can look at it until you take the wrong amount on DD date.

Lie 2. -- although at present, the amount on the invoice and taken does look correct --
No email from you saying this, only your "apologies for the incovenience" while you sit on it doing nothing for 2 days. Fresh lies for Trustpilot. I can see your billing mistake here, clearly, on the invoice.

Lie 3 -- as DD is going through now --
A lie to pretend (that for 2 days) you couldn't correct or stop this. DD isn't "going through" any earlier than its due date.

Lie 4 -- the person in the Accounts dept. you've been talking to --
I haven't spoken to anyone in accounts cos you told me "Emily is out of the office".

These are all special lies for Trustpilot, i guess.

TLDR: I recently moved house and needed internet activated ASAP. Even if nearly every possible thing (beyond Webmate's control) went wrong during the process, I was so glad I had the help and support of Webmate to guide me through every step of the way, during an otherwise very stressful period. I believe it's business-grade internet service, so certainly worth it for myself and my partner who both work from home.

Full thing:
I initially checked out Sky Broadband because the previous tenant at the house used Sky, so I was hoping for a quicker and seamless transfer, to get online as soon as possible. I already spent 30-40 minutes on hold just to ask about potentially becoming a customer, so I don't even want to know what their actual customer service is like. Plus the only options were 18-month contracts - I don't even know if I'll be in this house for 18 months, so that sealed the deal for me, I was going for Webmate who responded to me immediately and doesn't have contracts to tie you in (just good customer service, I suspect to make you never want to leave)

Problem 1:
The soonest activation date Openreach could give was 2 weeks after the order date, which was 8 working days after moving in, so 8 working days without internet at the house. Not great for me, but Webmate were very upfront about this, they informed me that it's unusually long, but at least because it was communicated to me immediately, I was able to make alternative arrangements for those days.

Problem 2:
After I got the keys to the house, I found the power cable for the ONT box had been taken by the previous tenant, so no internet without it. Webmate advised I contact the previous tenant if possible, and provided two other options:
- A link to buy the power cable from eBay
- Book an engineer visit from Openreach (however this could only be booked once the internet had been activated, so a much slower option)

Again I appreciated all the guidance I received from Webmate. I heard nothing from the tenant, and in the end I used eBay as it was the quickest option, and I was going abroad for a month a few days after the activation date, so I just wanted everything up and running for when I return.

Problem 3:
The router got lost in the post system. Webmate told me to let them know if the router hadn't arrived by a certain date, but even before then they just decided to send out another router as I guess it became evident the first one wasn't arriving. Again they kept me informed and the second router arrived quickly and without issue.

Problem 4:
Even after activation, power cable and router were all ready, something was still wrong. I asked Webmate to look into this and they eventually found that the router had been somehow reset to factory settings (it's supposed to come pre-configured, I'm not sure what happened). They sent me a very clear and easy-to-follow, step-by-step guide on how to configure the router, and a few minutes later, I had internet!

Overall I'm baffled how in 2023 it can take so long for Openreach to simply activate an internet connection, but everything Webmate could do to help and advise, they did, and my God am I thankful I went with them instead of another company. I had enough problems arranging the other utilities for the house, so at least I could sleep easy about internet with Webmate on the case.

Excellent advice as always and in a timely manner as usual.

Excellent support, very prompt and satisfying to deal with such a professional response.

Fantastic help and advice from the team at WebMate
(Pete,Charlie,Lewis). My requirements were met with friendly,speedy efficiency. Always there to answer queries and at a great price too.
Can't recommend them highly enough!

Macace (as I still call them) aka WebMate have always been 100% reliable IME. I've had email and site hosting with them for many years, and a few months ago with their help created a new website with their WebBuilder package. Without fail they are friendly, patient and resolve any issues incredibly quickly, including the ones caused by me being a bit thick:) Can't recommend them highly enough; their prices are really reasonable too. Jane

MacAce as I still call it is fab. I get my emails through them for a small annual fee. You can talk to real people (in Devon) and they get back back to you when you email and explain any problems you may have. The spam filtering is brilliant too, just the odd spam gets through.

Fast and friendly handling of any query that I have ever made to them. Exemplary.

WebMate (Macace), always excellent service, I have never been disappointed or let down like some of my previous ISPs were prone to do. The support team are always helpful and go that extra mile to help. I can't praise them enough.Brilliant!

Upgrading to FTTP was a great move, Webmate were very good at guiding me through the upgrade at every stage. The Broadband now is amazing.

They're friendly and very quick to respond - no waiting in phone queues. Technical expertise immediately available, prepared to try to explain what to do when dealing with tech phobes

Lewis quickly identified a problem I had emailing a gmail a/c, and added the necessary authentication details to my domain. Great success, thank you!

Everything to do with domains, email and hosting is made easy with WebMate. Their support and responsiveness is on another level.

As always, Lewis, Charlie and Pete give me stellar aid in the technical aspect of my emails. I get spam, phishing and dubious emails often. They come to my rescue and sort out the real from the bogus. They also do a fabulous job keeping my email addresses and website synced. On top of all that, they are very sweet and likable. Thanks WebMate!!!!

Excellent - swift response as always and issue resolved. 10 out of 10:)