I needed support with my email and after 2-days of phoning and two emails to the support group I eventually came right with Nathan. Dropped calls, 20-minute holding on calls - just pathetic. When I ev... See more
Company replied
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Based on these reviews
You did not assist in solving the problem. I did what you stated, you closed the ticket, and the problem still exists. We are still getting spam email from our own hosting domain. I tried counting... See more
Company replied
Our office emails stopped working through Outlook. With an email to 1-grid explaining the situation, we got a response from Shayne who gave us settings to use which surprisingly didn't need a tech ex... See more
Company replied
I had a horrible experience yesterday in terms of holding on to speak to a support agent for 15 minutes and then being cut off. I was furious and sent an e-mail. At 17h50 last night I got a call from... See more
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Company details
Written by the company
We empower South African website owners and businesses to thrive online. Our platform delivers affordable web hosting solutions paired with exceptional support. From seamless domain registration to reliable hosting, robust security, and professional email services, we provide simple solutions for every stage of your business's growth.
Contact info
360 Business Park, 8 Wessex Rd, Paarden Eiland, 7925, Cape Town, South Africa
- +27212001200
- support@1-grid.com
- 1-grid.com
3.5
Average
1K reviews
Replied to 97% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Beware: 1-GRID's Lack of Accountability and Support Will Cost You
I am compelled to share my deeply disappointing experience with 1-GRID, which has left me shocked and dismayed by their approach to handling critical issues. On November 1st, my team launched a new website for parentinghub.co.za. By November 4th, I reported persistent 502 errors and followed up with a call to ensure swift resolution. I was told the issue was related to the CDN, and IPs would be whitelisted to fix the problem. I was promised a follow-up call to confirm the website's stability—this never happened.
On November 5th, after discovering that the issue persisted, I called again at 10 a.m. The support team's response was a dismissive repeat of the previous day's assurances without verifying the website status. I insisted on feedback within an hour and was assured of a call, which once again did not occur. To my dismay, at 12:30 p.m., an old backup of the site was pushed live without notification or my consent. I spent hours trying to get through to the PRO support line with no success. The irony? I called from another device while my first call sat in queue, and it was answered within a minute. This speaks volumes about their queue management and prioritization.
When I finally managed to speak to a representative, they were unaware that an old backup had been restored until I pointed it out, suggesting they clear their cache. To be told that I should have a backup ready, while they denied any prior action to push the old site live, was both infuriating and unprofessional.
Throughout this ordeal, my emails went unanswered, calls were not returned, and promises were broken. Even after a late call confirming the correct backup would be restored, I received no further updates. By morning, my husband managed to restore the new site independently, and we are now handling backups ourselves to avoid further damage.
The most disturbing part is that, despite the severity of their mishandling, 1-GRID has failed to follow up with me, take accountability, or provide an incident report explaining their actions. Their negligence has caused significant income loss, stress, and damage to my business reputation. I paid premium fees for service and support, only to be met with careless mistakes and empty promises.
I cannot in good conscience recommend 1-GRID to anyone seeking reliable hosting or support. Their lack of professionalism and accountability during this crisis has left me with no trust in their services. If you value your business and peace of mind, look elsewhere.
4 November 2024
Unprompted review
Reply from 1-grid
Hi Megan,
We’re deeply sorry to hear about your experience. This is not the level of service we strive to provide, and we apologise for any frustration this has caused.
We have taken your feedback very seriously, and have escalated your Support Ticket to the relevant Team.
We will be in contact with you directly, and to discuss this further with you.
Best regards,
Natalie from the 1-grid Team
POPIA BREACH
1. Unauthorized Debit Orders and Billing Discrepancies
In recent months, the Company has unlawfully debited my account for services neither requested
nor authorized. In particular:
• The Company charged my account for domain names that were checked solely for
availability but not confirmed for purchase. This was a clear act of misrepresentation.
• Upon raising this issue, the Company’s response has been dismissive and has failed to
resolve the matter satisfactorily, disregarding my request for reimbursement of these
unwarranted charges.
As a result, I was compelled to cancel the debit order authorization on my account. Despite the
Company's claims, I have consistently met my payment obligations without incident until these
unauthorized debits occurred.
2. Breach of POPIA Through Unauthorized Disclosure
Most critically, a third party reached out to 1 Grid regarding a domain under my management
(!#$%^.co.za). In violation of Section 9 and Section 11 of the POPIA, your team disclosed
details of my account status without my authorization, stating that my services had been suspended
due to non-payment. This disclosure was unlawful, given that:
• The information was disseminated to an individual without proxy rights or any legal
authorization to access my account information.
• The disclosure of such sensitive details directly contravenes my rights as a registered data
subject and the owner of these domains, as outlined in the POPIA.
This unauthorized release of information has not only breached confidentiality but has also damaged
my reputation with a client, leading to a direct financial impact on my business. Customer has
requested cancellation of services with my Company.
8 November 2024
Unprompted review
Reply from 1-grid
Hi Pravesh,
We’re deeply sorry to hear about your experience regarding Billing. This is not the level of service we strive to provide, and we apologise for any frustration this has caused.
We have taken your feedback very seriously regarding the POPIA incident, and we are investigating this matter at this moment, as highest priority.
We will be in contact with you directly to discuss both instances further with you, and to provide further feedback.
Best regards,
Natalie from the 1-grid Team
I had a query regarding my package
I had a query regarding my package. Lance attended to me. He called me, identified himself and helped resolve my problem. He was very professional, thank you Lance
6 November 2024
Unprompted review
Reply from 1-grid
Hi Teri,
We are so delighted to hear you've had a 5-star experience, and resolved your query with professionalism! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Lance for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
LITERALLY THE WORST COMPANY TO EVER…
LITERALLY THE WORST COMPANY TO EVER DEAL WITH - ABSOLUELY USELESS!
SIGN UP WITH THEM IF YOU WANT YOUR EMAILS OFFLINE FOR HALF THE MONTH!
5 November 2024
Unprompted review
Reply from 1-grid
Hi Michelle,
We’re very sorry to hear about your experience. This is not the level of service we strive to provide, and we apologise for any frustration this has caused.
We will contact you directly to discuss, and assist you further with this.
Best regards,
Natalie from the 1-grid Team
Richard was competent with resolving my…
Richard was competent with resolving my problem
5 November 2024
Unprompted review
Reply from 1-grid
Hi Jana,
We are so delighted to hear you've had a 5-star experience, and resolved your query with competency! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Richard is such a calm and professional…
Richard is such a calm and professional when he assisted me with my problem. He is a gem for your company. Keep up the good work Rich.
5 November 2024
Unprompted review
Reply from 1-grid
Hi Gary,
We are so delighted to hear you've had a 5-star experience! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Richard
Richard was a very big help as I dont know ANYTHING IT related!! 6/5 stars
4 November 2024
Unprompted review
Reply from 1-grid
Hi Suzelle,
We are so delighted to hear you've had a 6-star experience! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Thanks to the teams especially Mr
Thanks to the teams especially Mr. Lance he did exceptionally well to assist me. He called to check on me until the problem was resolved and I will one to take the thanks him and advice others to take the work so seriously like Mr. Lance.
My website is secured now and everthing is going well now. The company is so lucky to have him in the team.
1 November 2024
Unprompted review
Reply from 1-grid
Hi Phillip,
We are so delighted to hear you've had a 5-star experience! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Lance for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Reply from 1-grid
Hi Smangele,
We are so delighted to hear you've had a 5-star experience! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
A big shout out to Joseph Mubwandarikwa…
A big shout out to Joseph Mubwandarikwa @1 Grid for the excellent service he provided in effectively sorting out my domain entanglement. Bro, you have star power 💪 😊 ⭐⭐ ⭐⭐⭐. Your company can be proud of someone like yourself who's a great example of competence with a smile 😊.
23 October 2024
Unprompted review
Reply from 1-grid
Hi Vincent,
We are so delighted to hear you've had a 5-star experience! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Joseph for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Outstanding Service
I recently had an outstanding experience with Angus. From the moment I reached out to 1-grid, Agnus was incredibly friendly and attentive. He took the time to understand my issue and assisted me beyond expectation.
Whenever I had a question, he responded promptly and thoroughly, making me feel valued as a customer. I appreciate going above and beyond to ensure satisfaction.
22 October 2024
Unprompted review
Reply from 1-grid
Hi Megan,
We are so delighted to hear you've had a 5-star experience! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Angus for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Reply from 1-grid
Hi Accounts All Hire,
We are so delighted to hear you've had a 5-star experience! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Richard
Richard, was extremely professional and fast and patient in assisting me with my email account. Richard made sure he answered all my questions that I didn't understand and I am happy to give Richard 5 stars.
16 October 2024
Unprompted review
Reply from 1-grid
Hi Charnelle,
We are so delighted to hear that we delivered extremely professional, fast, and patient support to get your email account questions answered! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Richard was very helpful and explained…
Richard was very helpful and explained everything clearly. The wait for someone to answer took long but Richard was helpful.
15 October 2024
Unprompted review
Reply from 1-grid
Hi Berry Designs,
We are so delighted to hear that we delivered helpful, and clear support to get your issues resolved! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Richard was knowledgeable and very…
Richard was knowledgeable and very engaging. Resolved my issue quickly and also pointed out firewall management options that I didn't know existed.
15 October 2024
Unprompted review
Reply from 1-grid
Hi Rodrick,
We are so delighted to hear that we delivered engaging and knowledgeable service to help resolve your issues! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Proper Support Service :)
Normally, if something's going to take more than 5 minutes, support / call centers send you away. But Joseph took all the time that was needed to figure out whats happened, how he can help me, fixed it and called me to feedback. He could have easily said sorry this is not for us to fix - phone your IT guy and he didn't. That's proper service - WELL DONE 1-Grid Your team is amazing!
9 October 2024
Unprompted review
Reply from 1-grid
Hi Irene,
We are so delighted to hear that we have made such a difference by delivering patient, and kind service to you! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Joseph for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Richard is the best.
Richard is the best.
Never had such good technical support anywhere.
Thanks Richard.
9 October 2024
Unprompted review
Reply from 1-grid
Hi Shane,
We are so delighted to hear that we have made such a difference by delivering such good technical support that has been unique for you! :)
We're deeply sorry to hear about the challenges that you recently faced.
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Richard was extremely helpful and…
Richard was extremely helpful and sorted out my email issue. Thank you
8 October 2024
Unprompted review
Reply from 1-grid
Hi KC,
We are so delighted to hear that we have made such a difference by being extremely helpful in sorting out your email issues! :)
We're deeply sorry to hear about the challenges that you recently faced.
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Richard for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Joseph saves the day
After some dismal service which resulted in me opening a ticket stating the above, along came Joseph (Mubwandarikwa) and through the following days interactions managed to save the day, and my faith in 1-Grid again.
He should run the service department.
Thank you again Joseph for your effecient and friendly service.
8 October 2024
Unprompted review
Reply from 1-grid
Hi Donovan,
We are so delighted to hear that we have made such a difference through your challenges! :)
We're deeply sorry for the challenges that you recently faced.
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us.
We have extended your gratitude to Joseph for his excellence and contribution to making a positive impact for you!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
Great Service
1 October 2024
Unprompted review
Reply from 1-grid
Hi AH Ismail,
We are so delighted to hear that we provided great service! :)
We greatly appreciate you and value you. Thank you for taking the time to share your feedback with us. We'd love to hear a little more, if you have some time, on how we delivered great service to you!
We have extended your gratitude to the Team!
Thank you so much for being part of the 1-grid family.
Best regards,
Natalie from the 1-grid Team
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