IONOS | ionos.co.uk Reviews 

This is the first time i have asked for IT support without feeling anxious - the tone and instruction was clear , patient and exceptional - THANK YOU

Extremely disappointing customer service from IONOS – Website Builder Adviser Ali

I had an extremely disappointing experience with IONOS customer service today when speaking to an adviser called Ali from the Website Builder team.
As someone who finds technology challenging, I contacted IONOS because I needed some additional support and guidance with my website. I was not expecting anyone to build the website for me. All I wanted was some basic assistance, such as deleting a few unwanted elements and receiving some guidance on how to make my website look more professional.
Unfortunately, the adviser came across as extremely rude, dismissive and completely unwilling to help.
He repeatedly said, “I cannot build the website for you”, as though I had asked him to do so. This was never my request. I simply wanted someone to guide me through the website builder and help me understand how to make a few changes.
Now that I think about it, this is not the first time I have spoken to this adviser. I recognise his voice from a previous interaction, and unfortunately, my impression of his customer service has not changed. On both occasions, I have found him unhelpful and lacking the patience and willingness to support customers.

His attitude honestly made me feel as though he was doing me a favour by speaking to me, rather than carrying out his customer service role. At times, it came across as though he had no interest in helping customers at all, almost as if he was not being paid to provide support.

I completely understand that customer service advisers are not there to build websites for customers. However, there is a huge difference between building a website for someone and providing basic technical guidance and assistance.

Not everyone is confident with technology, and that is precisely why customers pay for services and expect access to support when they need it.

What disappointed me most was the lack of patience, empathy and professionalism. Instead of making me feel supported, the interaction left me frustrated and reluctant to contact customer service again.

IONOS really needs to look into the quality of its customer service and how its advisers communicate with customers. Technical knowledge is important, but having the right attitude, patience and willingness to help are equally important.

I hope management takes this feedback seriously and reviews the interaction. Customers deserve to be treated with respect, especially when they are simply asking for help.
UPDATE – IONOS RESPONSE – 04/11/2026

IONOS has explained that advisers are not normally expected to make direct changes to customers’ websites. I understand that, but my complaint was never that Ali should build my website. I simply wanted basic help and guidance, and his attitude was rude, dismissive and unhelpful.

Sunshine, on the other hand, was kind, patient and helpful, and she resolved my problem. I am extremely grateful to her. As IONOS mentioned, she went above and beyond standard protocol, and she deserves recognition for the excellent customer service she provided.

My concern is that customers who are less confident with technology may be left struggling. Ali refused to delete the unwanted elements for me, and had I not ended the call and contacted IONOS again, my issue would still have been unresolved.

What about customers who are not as persistent, or those who feel uncomfortable challenging an adviser? They may simply accept that nothing can be done and be left without the support they need.

Good customer service means showing patience, understanding customers’ different levels of technical ability and helping them find a solution. Customers pay for IONOS services and deserve to feel supported, not like a burden or as though an adviser is doing them a favour.

If advisers are unable to make direct changes, there should be a clear alternative support process for customers who need practical assistance. Simply referring customers to a paid Design Service or an independent developer should not be the only answer when someone is asking for basic guidance.

I had got myself into a pickle, and locked out of my business account. Millie sorted out my business account and then also helped me take up an offer on a personal account that increased the size of my mail box. She was very patient and it was appreciated

A real human called back and we were able to discuss my requirements. The conversation was at a level that as a person with little knowledge of websites I understood everything. Unlike the silly AI thing that couldn't even understand my account number!

Amazing customer services I have called so many times and yet they were happy to help with my issue and they were very helpful with my domain sets up

Mohammed was fabulous! Not only efficient but extremely personable. Problem fixed straight away. Outstanding… Mohammed is a superstar and a huge asset to the Ionos team.

I've had an account since my company Inspire chose 1and1 and been with you since. Now you have my daughter's account, so you rate well enough to get a second generation. I just no longer need an account, as I'm slowing down.
I think the company's customer care has been great, security monitoring very good. Sure I get narkey with chatbots, but I also understand that their programming is basic.
I would be happy to recommend Ionos as a host and am very grateful to Colin Wickam this morning for his and the whole team's efficiency. My daughter also echoed this in her feedback.

Fantastic knowledgeable and knew exactly what to do to help

Millie was a delight, nice women, very professional, great help..
lovely staff.

Norman M Kennedy

Absolutely amazing customer service!

The service was very personal, friendly and welcoming. Joshua took the time to ask how my day was going, showed genuine interest in what I needed and made me feel comfortable throughout the call.

Joshua were also really funny, which made the whole experience enjoyable! Most importantly, he got the job done quickly and effortlessly, making everything feel so easy.

A genuinely fantastic experience. Thank you for making what could have been a stressful task so pleasant!

Very good for small businesses cause of the one on one care that they provide once you contact them.

Mohammed was helpful and completed the task for the issue I was having in a friendly, efficient manner

Virtually immediate responses to providing help and assistance.

Great service, reliable technology, and very helpful customer support.

Joshua, was patient and able to explain the difficulties I was having with my email address issue and resolved the problem that morning, despite there being a email outage today.

Absolutely horrendous. They were advised to me by a web developer and after years with LCN, I wished i'd never moved. LCN didn't auto renew, so, if domains that you didn't want came up for renewal, unless you specifically asked for them to go on auto renew, they didn't. I ended up confused when I received debt collection calls for hundreds of pounds, but they also locked the ones that I did want to renew. Consequently, I lost some really important one because of them. Not happy at all.

Joshua qiickly rectified the problems that I had logging into my account.

This was an excellent experience and the call handler went above and beyond to help resolve my issue. He showed patience and understanding and guided my through the process until I had completed the required actions. He helped me with my problem which 3 other call handlers previously did not take the time to advise or help me resolve my issue, so I did not need to call again. I cannot praise this young man enough!

great customer service and ease of working on setting up your webpage.