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Common Questions

Everything you need to know about switching to PacketNine and how we manage your digital tools.

The Basics

What makes a PacketNine website different?

Most websites (like WordPress) are slow and easy to hack. We build your site using high-speed ‘Static’ technology.

This means:

  • Instant Loading: It opens immediately on a customer’s phone.
  • Better Google Ranking: Google rewards fast, secure sites in local searches.
  • Hacker-Proof: There are no “back doors” for hackers to get in.
Do I own my domain and website?

Yes. You are the legal owner. We just handle the technical management so you don’t have to.

If you ever choose to move away after your initial 3 months, you take your domain name and all your photos/text with you.

What if I need to change a price or phone number?
Just email us. All standard text and photo updates are included in your monthly subscription. We usually have these changes live for you within 24 to 48 hours.
Can I change the layout or colours later?

Standard content updates (swapping text or photos) are completely free.

If you decide you want a complete design overhaul or structural changes down the line, that requires dedicated developer time. We will give you a simple, one-off “Sprint Quote” so you only ever pay for the big changes you actually need.

Can I log in and change the website myself?

No. To keep your site 100% secure and lightning-fast, we don’t use “drag-and-drop” builders that break easily.

By handling the updates for you, we ensure your site stays perfectly optimized and safe from technical errors. You focus on the tools; we’ll focus on the code.

What counts as a 'Standard Update'?

Standard updates include changing text, updating your price list, or adding new photos of your work to your gallery.

These are all included. If you want a complete redesign or 5 new pages, we’ll give you a simple, one-time quote for the extra work.

Switching to Us

Can I move from Wix, GoDaddy, or another provider?
Absolutely. Most of our clients come to us because their old ‘DIY’ site was too slow or broken. We handle the entire switch-over process for you.
Can I bring my existing website design with me?

Yes and No. We will happily copy over all your existing text, photos, and branding.

However, we won’t bring over your old code. DIY builders are notoriously slow and bad for Google rankings. We rebuild your site from scratch on our custom “Speed Engine” so it looks similar but performs 100x better.

I already own my domain name. Can I use it?
Yes. You keep total ownership of your domain. We just need temporary access to point the ‘plumbing’ toward our high-speed servers and set up your new emails.
Will you buy out my contract from my current provider?
No. Because we keep our flat monthly rate honest and transparent, we don’t absorb third-party cancellation fees. Most tradesmen find it’s worth taking a small hit on an old contract to finally get a site that actually wins them jobs.

Getting Started

How long until my site is live?
We aim to have your professional foundation ready to go in 7 to 10 business days. This includes setting up your new business email, migrating your old data, and getting the site launched.
Can you design a logo for me?
No. We focus 100% on building high-performance technical infrastructure. However, if your branding needs a refresh, we can put you in touch with a network of trusted freelance graphic designers who do great work.
Will I be able to see how many people visit my site?
Yes. We set up Google Analytics as standard. You’ll be able to see exactly how many people are finding you and which services they are interested in.

Email & Tech

Will my emails still end up in the 'Junk' folder?
No. This is where our IT background comes in. We set up hidden “security handshakes” (SPF & DMARC) that prove to Google and Outlook that you are a real business. This ensures your quotes land straight in the Inbox, not the spam folder.
How much space do I get for emails?
You get a 50GB Professional Mailbox. That is enough space for years of project emails and high-quality job photos without ever needing to delete a thing.
Can I use the email on my phone?
Yes. It works perfectly with iPhone and Android. You can use your phone’s normal mail app or the official Business Mail app. We provide a simple guide to get you connected.
I got a new phone. How do I get my emails back?
Just drop us a message. We will instantly re-send your secure ‘1-Tap Apple Setup’ link or our step-by-step Android guide. You’ll be back online in minutes without having to guess any server passwords.

Billing & Leaving

How do I update my payment card or get my tax invoices?
You get access to a secure, private Billing Portal. From there, you can update your card details, view your subscription, and download your monthly invoices for your accountant.
Am I locked into a long-term contract?
No. We ask for a 3-month minimum commitment to get your site properly settled and indexed by Google. After that, it’s a simple rolling monthly service.
How do I cancel?
After your first 3 months, you can cancel at any time by giving us 30 days’ notice via email.
What happens if I want to move my domain elsewhere?
You own the domain. If you decide to move, there is a flat £25 fee to cover the technical work of unlocking the domain, handing it back over to you, and closing down the secure records.
Can I take my website and emails with me if I leave?

You own your domain, your text, and your photos. We will also gladly export all of your emails and customer contacts so you don’t lose your history.

However, because our “Speed Engine” code is custom-built by our engineers, the physical website code cannot be transferred to a cheap third-party hosting company.

Still have questions?

We're here to help you get your business online. Drop us a message and we'll get back to you within 24 hours.

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