Aaron ( aaron(at)exhitu(dot)com ) at: 2008-04-18
Time Hosted: 6 mo. to 1 year
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Control Panel note: | 56 out of 64 Web-Hosting-Top users found this review to be helpful!
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Below are some complaints I sent to 1&1 after a very frustrating and trying experience with their company over the past week in 2008. As soon as my accounts are unlocked, I will be moving all hosted domains to another company. I have never had such poor customer service nor have I ever felt so helpless and frustrated. I have recommended numerous people to 1&1 and now am forwarding this to them as well. 1&1 has been a wonderful company to me up until this last week when I had to deal with their customer service. This is the letter I will also be sending to the US main office as well as United Internet in Germany. Hopefully they’ll take this information and change their system so this never happens again. Read below:
To Whom It May Concern,
Friday, April 11, 2008, I was baffled to learn three of my domains were not only delinquent but 1&1 had sent me to collections and locked my account. My credit card had been stolen in 2007 and I had forgotten to update the card on the account. I am a web designer and currently hold over 70 domains with 1&1 and my business also has a business server.
I have never worked with a domain and Internet provider that didn’t try an alternative method of contact about upcoming payment or delinquency. I think sending me to collection over $16 was a bit unnecessary. Even more troubling is I have over $400 in charges coming up in May that would have been billed to the same incorrect card had this incident not occurred. I have a client rolling out a City website that is one of the sites delinquent. They want to launch at their board a week from today as well as go live to the public. The web designer working on this site was trying to get in to the account today and that’s the ONLY reason I had found out there was an issue.
After calling 1&1 and explained my predicament, I was given a code to call a collections agency to take care of the $16 late fee plus charges for being late. I immediately called the collections agency to pay the bill and she promptly gave me a confirmation number and told me to call 1&1 back and give them the confirmation code.
Upon calling 1&1, I explained my situation again to the service rep which said he could not help. I was told I would have to wait 3-4 business days before the account would be unlocked. I asked for a manager and I was rudely greeted when he got on the phone. Actually, no greeting was given at all. “Is this about the 4 day business day policy?” he barked. Later I realized the service rep (Josh) had not honored my request to speak with a manager.
I told Josh I had no idea why I had never received 1&1’s emails regarding the three default accounts but I asked Josh if he could update my email account online because I was afraid the other large amount of domains I held was already behind as well. Very curtly he let me know not only would he not change my email, he would also not change my credit card information to ensure it was updated. I was traveling in Sacramento and did not have all the 1&1 account information with me. I would not be able to change any of my information until I returned from my trip.
I had the great pleasure of telling my client they’d be locked out until next week possibly ONE day before their release. The 1&1 staff had absolutely no sympathy for the situation and was no help. 1&1 also informed me that they were no longer “required” to take the confirmation numbers from the credit agency and would not assist me in getting the account unlocked. I took this to mean that Josh could have helped me, but he didn’t feel like it and I deserved what I got for going delinquent. He also told me he couldn’t give me his last name because it wasn’t “policy.”
Shortly after we ended our conversation, an email survey was sent to me regarding my experience with customer service and Josh’s entire name was listed in the email. I gave the service poor ratings and pasted the above in the email survey.
I’ve been a big advocate of 1&1 for some time now and have referred several clients. I was about to move over another 50+ domains from IPowerWeb. I will now start looking for a new home for all of my accounts and I will never refer your company again. Furthermore, this letter will be sent to all of my clients that I have referred to you to warn them of your customer service.
I’ve been in the service industry for some time and the way I was treated today was unacceptable. I’m sure you deal with a lot of dead beats in your business that just are lazy and don’t pay their bills. I have never been one of those people and I don’t appreciate being treated like one over an honest oversight. Especially from a company that didn’t do all it could have done to avoid this situation.
I’ve been on the phone twice with your staff today as well as the credit agency. Now I will spend further time sending this via mail to several people on the 1&1 staff as well as United Internet AG including Andreas Gauger, Ann Marie Tropiano, Ralph Dommermuth, and Norbert Lang in hopes this never happens to another customer. I had been very impressed with your company until today. I’d hate for another consumer to have the same experience.
A simple letter or a phone call from 1&1 would have saved us all time and money. Both my mailing address and phone number, by the way, were correct on my account. Now I have the issue of restoring my perfect credit thanks to 1&1 which will require AMEX verifying the stolen card with the credit agency.
For your future customers, I hope 1&1 reconsiders its policies and considers sending out a late notice via standard mail or a phone call if someone goes delinquent. For us in the web industry who handle multiple domains and several clients, it’s not always easy and this seems like a simple courtesy that saves everyone grief, time and money. If email is the only way 1&1 plans on contacting customers, please allow a second alternative email address so it has two chances to reach a customer should one go bad or change. This could very possibly save this from ever happening again. And please consider changing your three to four day restart policy. This practice seems unnecessary, unproductive, and frustrating. It’s done nothing but make sure I never want to work with 1&1 again.
Update: Monday, April 14, 2008
Today I called the credit agency again and wanted to make sure the charge went through and to check and make sure this didn’t go on my credit report. I’m extremely anal about my credit and looking to buy a house this year.
The gentleman confirmed that my account had been billed and everything should be set to go. I wish someone would have let me know it was not a reporting agency. I stressed a lot over the weekend.
When I got back into town from Sacramento, I had a letter from the credit agency telling me of the delinquent account. I wish I would have got one from 1&1 a few months prior letting me know to update my account before sending me to the collection agency.
Update: Thursday, April 17, 2008
Thursday, April 17th I was still nervous because the account had yet to be unlocked and my client was sending me emails asking the status. I called 1&1 to see what was happening. While I was on hold waiting for a manager, I looked at my bank statement to be sure it had charged my account.
Sure enough my account had been charged April 14th for around $46 and it showed an origination date of the charge at April 11th. I told the rep the situation and she passed me on immediately to a manager. The manager (Ian) informed me that the account had still not been paid and he said he even logged in to the NCOF’s (credit agency) system and it showed it hadn’t been paid. That would have been nice if they would have checked that when I called them Friday after I paid and wanted them to check with the confirmation code.
As you can imagine I was again baffled and upset. I told him I had even called 1&1 back Monday to confirm with the confirmation number that 1&1 refused to take it down. I had discarded the envelope I wrote the confirmation number on while I was in the car.
Once again I was told I had to call NCOF with the code given by 1&1. I asked if I could have his direct extension and if he could help me have this fixed so my client could have access by tomorrow morning. He said he could get it turned on in the morning as Germany would get the request early as long as I could get this fixed with NCOF. He feared that NCOF had charged the wrong account!
Off I go to NCOF once again. I give NCOF the number 1&1 gave me and sure enough it shows I had not paid. I told the woman I had my online statement in front of me and even a number attached to the charge. There was no record that I had ever called and she couldn’t find the charge. I was given another number at another department at NCOF to call.
Now I arrive at a separate department and speak with Mr. Williams. He is as baffled as I am and we start digging into the system. Come to find out, either 1&1 had given me the wrong number or I had written the number down incorrectly. My payment went to another delinquent account!
I found this extremely upsetting since she asked to verify my name and I believe my address before we even started. How could my bank debit card get charged under a completely different name? How could my address mismatch not be caught? I don’t know who to be upset with here about the charge. I dare not call Citibank as they would freeze the account and cause even more problems.
I explained to Mr. Williams my predicament with my client and I need his help. He tells me to fax my bank statement over along with a note stating what we had discussed on the phone. I did and the fax was sent 2:50 PST. I figured I would call Ian and tell him it was in the works and perhaps have him speak to Mr. Williams so he knew what was going on.
I wait for the fax to go through and print out the fax receipt and started trying to call Mr. Williams back to ensure the fax had gone through. I keep getting a voice message saying they’d call me back and to leave a message. The third time I finally left a message and wanted to tell Ian so he could set things straight in their system and set things up for the unlock Friday morning.
I dial the 1&1 number and enter Ian’s extension.
“The billing department is now closed. Normal business hours are from 8-5 EST.”
As you can imagine my stomach dropped. Ian had not informed me about the time difference and I am not sure I he had set up for the unlock to go through.
I called NCOF again only this time I call the original number and ask them what happened to the other department. She informed me they too are on EST and would not be until morning!
1&1 nor NCOF had told me we were on a time crunch. Ian made it sound like he would set up the unlock if I got back to him with the info from NCOF. I had sent Mr. Williams a personal bank statement and was now unable to verify if he even received the fax. I was under the impression that both were available and willing to finally help. They were not.
I had even asked for Ian’s extension and I couldn’t even reach his voice mail.
I am so flustered and angry that my card was charged to someone else’s account and that 1&1’s staff couldn’t take the time to help me out when it was obviously important. I only spend $2,000 with 1&1 per year which I know is not much. But I have never been treated so poorly as a customer. Just once in my whole experience, I wish I were treated the same way the people I was dealing with would like to be treated (especially from management).
As soon as I can get my accounts cleared I will be moving my entire portfolio elsewhere before you can charge me for the other 70 domains I have with your company. Even after I sent the past review, I received zero contact from 1&1 regarding this matter.
The last note I sent had a few suggestions as I hate people who just complain and never offer any solutions. I think I’ve run out of constructive ideas and I don’t feel anyone on the other side would listen anyway. 1&1 is an excellent company to work with unless you really need their help.
I am completely helpless at this point and I have let me client down. I feel horrible. They’re upset but not nearly as upset as I am. I have spent numerous hours dealing with this issue and now I will spend a few more taking the time to move all my accounts.
For all you readers, make sure you keep numbers handy for any domain accounts you may have and keep your credit card current. You have absolutely no control of your experience if you go delinquent. I realize that going delinquent was my fault. I’ve been in school and working full time. I never expected to have the truly horrific experience I had with these two companies over $16 and a stolen credit card.
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Dave ( ) at: 2008-04-15
Time Hosted: 1 to 2 years
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Control Panel note: | 68 out of 75 Web-Hosting-Top users found this review to be helpful!
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1&1 "rocks" until they DELETE all of your emails. On Sunday a customer service rep from 1&1 walked me through the process of changing my password and showed me how to imap to Outlook. After the process all of my emails disappeared. These are for my contracting business and were extremely important. Their customer service and complaints department refuse to answer my emails....to request that they search for these missing emails. I'M MOVING EVERYTHING OUT OF 1&1. i RECOMMEND YOU STAY FAR FAR AWAY FROM 1&1.
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Sandy ( welch(at)acrossmontana dot net ) at: 2008-04-10
Time Hosted: 1 to 2 years
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Control Panel note: | 56 out of 62 Web-Hosting-Top users found this review to be helpful!
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1&1 has a terrible user interface if you want to stop their service. The only way to cancel their use of your credit card is to FAX them. You think you have turned off automatic renewal but they don't really send you the email to confirm the direction, so it doesn't happen. Then you get charged. You have to remember to look for their email and recognize what DIDN'T happen.
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Jim ( jim at aol dot com ) at: 2008-04-01
Time Hosted: over 3 years
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Control Panel note: | 62 out of 64 Web-Hosting-Top users found this review to be helpful!
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I had very few problems when i had a free basic hosting for 2 years. then i switched to a business plan. the switch over was a pain as the site kept going down. The first of the year i switched to a new business account to get a discount and it has been nothing but problems. Tech support did absolutely nothing with 6 calls until i finally called billing and told them if it was fixed now i would leave.
that lasted about a month now as my sites are now down again.
talking to their support was more frustrating than the actual site being down. talk about getting the feeling that the person really could care less about you as a customer...
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Smileys Trading Post ( Burnettftsmith at yahoo dot com ) at: 2008-03-01
Time Hosted: under 1 month.
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Control Panel note: | 59 out of 60 Web-Hosting-Top users found this review to be helpful!
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Boy what a nightmare it was. Tech support sucks. Downloads are very slow. Can,nt delete files ect: Read the other reviews. Beware before you buy. It sure cost me a full 2 days to get another provider, Plus sales. My god i could,nt even finsh my eshop, server errors, then i,m told by tech support nothing is wrong it works our end. I done test with other computers in other states,,,UUUMMM same thing cant log in to eshop. Then i get told the same thing. we will reset try again in a hour. 18 hours still the same problem.
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Kelli ( KJackline at aol dot com ) at: 2008-02-13
Time Hosted: 1 to 2 years
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Control Panel note: | 59 out of 65 Web-Hosting-Top users found this review to be helpful!
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1 and 1 is horrendous in every way! After transferring a domain to them and receiving confirmation from them that the transaction was completed, they sold the name to someone else without letting us know. They continued to bill us of course, and didn't even give the promised and advertised promotional discount. This national campaign for the site lost hundreds of thousands of dollars, and they have still not corrected their mistake. The Better Business Bureau and Pennsylvania Attorney General's office are investigating them, and so is the media. As an investigative journalist myself, I have been sharing my story with the print and broadcast community and my colleagues who are realizing how poorly this company conducts business. Hundreds of emails gone unanswered, phone calls dropped with no resolution, no support at all, and ethical issues are just the tip of the 1 and 1 iceburg. Caveat emptor!
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Dessie ( dessie_str(at)yahoo dot com ) at: 2007-12-31
Time Hosted: 1 to 3 months
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Control Panel note: | 94 out of 104 Web-Hosting-Top users found this review to be helpful!
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I should have done some research before I moved my web site to 1&1...HUGE MISTAKE!!!! They trick you with low prices....Yes, unbelievably low - but when you get to the menues - 85% of the buttons are greyed out ( not accessible) because you will have to pay more...and more....and more....to get access to the basic ones at least... Then, customer service....There are no words to explain that...Horrible is probably close...but it is worse than that. My first week, I had to call them over 10 times...Because every time I called I was hung up on...But, I called their office in Chesterbrook ( I somehow managed to find the number) and my problem was solved within an hour. Do you know why? - Because I live in the area and I wanted to visit their office to take care of the problem on the spot. Well, apparently they did not want my resence - so , my issue was given the proper attention. After only a week, I started having problems again. I realize now that these problem could have been avoided had I read these testimonials beforehand...BUT....After a little over a month of nerve racking communication with non-English speaking individuals who call themselves Customer Support I decided to move away... This was 2 months ago. They still hold my domain hostage. I have called, e-mailed, e-mailed, called, etc. To no avail. Next week I am going to visit their office. I hope I would get my domain back. MY ADVICE IS - PLEASE, DO YOUR HOMEWORK AND READ, NOT ONLY THIS SITE, DO SOME RESEARCH ON THIS COMPANY - THEY ARE NOTORIOUS FOR BAD BAD SERVICE AND TRICKY LOW PRICES. SPEND A COUPLE OF DOLLARS MORE AND GO SOME PLACE ELSE. DO NOT EVEN CONSIDER THIS COMPANY FOR BUSINESS OR YOU ARE CONDEMNED TO FAILURE...
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trademaster remodeling ( paul(at)trademasterremodeling(dot)com ) at: 2007-11-23
Time Hosted: 6 mo. to 1 year
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Control Panel note: | 65 out of 75 Web-Hosting-Top users found this review to be helpful!
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the website worked ok, but the technical dept. was in another country, the phillapines, and did not understand me very well. They did not know what "microsoft publisher" was, so once I added photos and text and links to my website, they could not help me. So therefore they could not answer my technical questions. Once I switched to BlueHost.com they were able to get my site up and running. I got disconnected 6 times in one day. I was dissapointed and frustrated to say the least.
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Benjamin Schloss ( benjamin dot schloss at 1and1 dot com ) at: 2007-11-16
Time Hosted: 3 to 6 months
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Control Panel note: | 79 out of 86 Web-Hosting-Top users found this review to be helpful!
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I am the Online Marketing Coordinator for 1&1 Internet. One of the responsibilities of my position is to review our affiliates websites. It is not my job to try and defend 1&1 from verbal attacks. In fact I am a realist and realize that not everyone is going to have a perfect experience with my company. In fact when you have over 6 million customers it is inevitable that you will upset a few.
I am sure that the pain that people complaining about support or is real. 1&1 like most big companies outsources it's first level support. Since most of the questions they field are very routine and 95% of people get the answer that they need it makes sense to do this.
Believe me I have had frustrating experiences dealing with other company's support and it is no fun when you speak with 5 different people and none of them can give you the answer that you want. Please understand that we have a dedicated second level support team that is much better trained to handle the more complex issues that may arise. It may take a couple prompts to get to them but when you do get them they are more than equipped to handle any technical problem.
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erik ( tko22 at hotmail dot com ) at: 2007-09-29
Time Hosted: 6 mo. to 1 year
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Control Panel note: | 65 out of 72 Web-Hosting-Top users found this review to be helpful!
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1and1 has the most affordable hosting packages. Customer support are very friendly. Though there are downtime but updates are given on time.
Keep it up!
erik
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Zafar ( info at aircraft-license(dot)com ) at: 2007-06-16
Time Hosted: over 3 years
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Control Panel note: | 115 out of 220 Web-Hosting-Top users found this review to be helpful!
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I am with 1&1 since 2003. Services are very low cost. Domain names are cheap. Recently I upgrade my package into Business. This is my trust and confidence that I am still with them.
Twice I called 1&1 for help they responded quickly and solved my problem.
Zafar
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Duane Crampton ( ) at: 2007-06-13
Time Hosted: over 3 years
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Control Panel note: | 116 out of 213 Web-Hosting-Top users found this review to be helpful!
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I stand corrected.
Eveidently there was a bug in the program. If I could remove my most recent rant, I would do so.
It is now evident, that when you can read all the review left by various individuals both positive and negative that it is a fair system, not biased or skewed.
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Duane Crampton ( duanecrampton at hotmail dot com ) at: 2007-06-08
Time Hosted: over 3 years
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Control Panel note: | 101 out of 153 Web-Hosting-Top users found this review to be helpful!
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Readers of this review site beware. I have previously left a review of 1&1 here that was negative. It only stayed visible for about ten days and then was removed.
If you read all the user reviews, they are all positive. Obviously there is a skewed reporting here.
1&1 internat hosts two websites for me. Recently I was not able to access them nor allowed to edit them for at least a week and a half. I had emailed and called tech support several times a day and never recieved any help. I did get many promises which were broken. In my original review that I left here, I also pointed out the fact that I had already paid for the services that I was not getting.
If you are reading this review now, I ask that you come back in a week or two - I am betting it gets removed like the first one.
By the way - there was two other reviews - one positive and one negative. The other negative review was removed as well.
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Duane Crampton ( duanecrampton at hotmail dot com ) at: 2007-05-31
Time Hosted: over 3 years
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Control Panel note: | 96 out of 167 Web-Hosting-Top users found this review to be helpful!
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This host has proven to be unreliable and the support has been unresponsive and unable to help.
For at least the last seven days I have been unable to edit my domains. Several emails to tech support have proved to be a complete waste of time - slow response time, and no practical answer. One told me that there was a bug in a program that they were running for maintenance on my account.
I have tried calling tech support several times. Obviously, tech support is outsourced out of country. I have recieved no actual help here, but I have had several tell me that my problem has been escalated and someone would be getting in contact with me. Not a single person has tried to contact me.
They have a great number of features that are supposed to be available. I am sure that if they all worked it would be great and wonderful. The reality is that they are not working, and no one can seem to figure out why.
O yeah....they have already charged me in advance for these services that I am not getting.
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Hava ( havndoug at cableone(dot)net ) at: 2007-05-29
Time Hosted: under 1 month.
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Control Panel note: | 74 out of 176 Web-Hosting-Top users found this review to be helpful!
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Absolutely do not go with this company!!!!! They are a HUGE joke!!!! I just got off the phone with them for the sixth time in two days trying to get my service set up correctly, and either everyone I talked to didn't speak English AT ALL or they were passing me on to someone else. "Call this number." "Wait for an e-mail to come with the info in it." I was promised three different e-mails, and only received one. They treat you like you're stupid when you call, instead of trying to help you out.
I wouldn't work with 1&1 again if my life depended on it. I had heard that their customer service stunk from others, but I figured I wouldn't need much help, that I could figure it out on my own. Then I ran into a snag and did need customer service, and it was NOT there. Absolutely positively stay away from this company. They aren't worth a wooden nickel.
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Hunter La ( tshakaworld(at)yahoo(dot)com ) at: 2006-11-27
Time Hosted: 1 to 2 years
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Control Panel note: | 82 out of 173 Web-Hosting-Top users found this review to be helpful!
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1and1.com has the worst customer service of any internet related company I have ever done business with. I am ashamed that I have referred so many people to them. Their registration fees are low, but not as low as the quality of their customer service. I have been with the company for about 2 years and currently have about 44 registered domains hosted my them. I called today for the first time with a dispute. The Customer Service representative put the manager, Benjamin, on the phone. This guy was not interested in trying to resolve my complaint and nonchalantly told me to go screw myself and said he wouldn't care if I took my business elsewhere. I couldn't believe me ears, but he didn't have to tell me twice. I don't do biz with company's that don't put the customer first. This Benjamin guy must be the owner, because I cannot believe that an employee would have the guts to say that to a customer. I would not recommend any do business with this company. I wish I had read the all the negative reviews about this company that are posted across the internet prior to signing up. If I had, I would not have done business with them. Buyers beware.
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John ( jw23_ at Hotmail(dot)com ) at: 2006-11-19
Time Hosted: 3 to 6 months
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Control Panel note: | 65 out of 140 Web-Hosting-Top users found this review to be helpful!
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This is the worst company I've ever dealt with, my site was down for 5 days (it's still down) and they refused to accept responsibility for it. THey claimed it was the code. Interestingly enough, today I bought service through another company, uploaded the site, and it works fine. Hmmm.
1and1, horrible customer service, site down for 5 DAYS, what more can I say. Oh yeah, one more thing, the girl on the customer service line didn't know what IIS was (I have a windows host package).
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harnser ( harnser at comcast dot net ) at: 2006-11-13
Time Hosted: 1 to 2 years
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Control Panel note: | 350 out of 447 Web-Hosting-Top users found this review to be helpful!
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This company has many issues and the worst is when you try and move away. We found that although we followed all their instructions they failed to release the domains on transfer, then allowed them to expire without notification (going into redemption), then refused to help unless we paid them a fee and restarted another account with them.
Nice game of hostage. Buyer beware - don't trust this company with the domain registration they'll make you pay for it in every way possible.
We are formally complaining to the better business bureau - we suggest all other people who have been abused in this way do the same.
Mark
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Joe ( Jotopia2006(at)Yahoo dot com ) at: 2006-11-13
Time Hosted: 6 mo. to 1 year
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Control Panel note: | 281 out of 374 Web-Hosting-Top users found this review to be helpful!
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"You get what you pay for", and 1and1 is no exception. Control panel is difficult to use, and the customer service is GOD AWFUL (45 - 60 minute waits, and sometimes with hangups) and customer service ant technicians can't even speak ENGLISH. This summer, I moved, and thus my credit card info changed. In 9/06, 1 week after the end of my contract period, they couldn't renew me for the next 6 months (email changed also), and they locked my domain and account access (which is understandable). What really got my goat is when I went to pay the fee for the next 6 months, $29, they had already sent my account to a collection agency, and it would cost me $49 to get out of collections and have my domain turned back on. How can I be charged an additional $20 for $29 worth of service and sent to a collections agency for service I haven't received yet (you pay for service in advance)? I really hate this company. Do not do business with them!!!! I moved to HostMySite.com and am EXTREMLY pleased with the level of customer service nd professionalism that I have received.
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Steve Crump ( scrump at telus dot net ) at: 2006-11-08
Time Hosted: 3 to 6 months
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Control Panel note: | 128 out of 225 Web-Hosting-Top users found this review to be helpful!
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High number of outages (sites, IMAP servers, MySQL database connections), but very inexpensive and plenty of features. Also poor phone support - in the event of global problems a recorded script plays and then the call is disconnected. Okay for personal use, not recommended for critical business application.
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Eddie Brown ( eddie_brown(at)yahoo dot com ) at: 2006-08-27
Time Hosted: 2 to 3 years
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Control Panel note: | 158 out of 292 Web-Hosting-Top users found this review to be helpful!
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Features are Great. Software provided free is good for new users. Internet login to account and control of account and features easy to use. The one single problem is the billing department.
They have shutdown my site for issues that they were not able to discuss in detail with me. You are not allowed to talk or email billing management or supervision. The customer reps in billing refuse to let you talk with superiors. Over charges seem to be common and reps are very rude when they are caught. Despite the excellent technical ability of the other departments, billing may be a good reason to stay away, if you don't have a few hours to conduct 3-way phone calls with you, your bank and their billing department. Even my VISA representative (after 1 phone call) suggested that I find another vendor for 1AND1.com's service because of their lack of customer service and professionalism. Needless to say, 1AND1.com's billing department and I are on first name basis. They also were informed of my abliliy and desire to leave negative feedback.
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drh ( dan(at)anacys dot com ) at: 2006-08-03
Time Hosted: 2 to 3 years
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Control Panel note: | 208 out of 326 Web-Hosting-Top users found this review to be helpful!
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I host over 50 domains with 1&1. Overall, while access is sometimes slow, I have been happy with them.
Tonight I was working on one of my sites and started getting "Cannot find server" messages during an editing session. I shortly found out that I could not access *any* of my 1&1 accounts. After calling support I learned that they had locked my local IP address for too many FTP access attempts or something of that nature (I had not been doing anything using FTP at the time I got cut off). The tech rep told me there was nothing she could do about it other than to wait two hours for the lock to clear.
After hanging up I tried to get in through my SSH client -- only to find that blocked as well. I called back to see if I could escalate the issue -- and the tech I then spoke with did some checking and came back to say that their 2nd-level support people were not available (no 7x24 it seems!) -- and that, yes, I would still have to wait the two hours. You would think that if they were going to lock someone out (even legitimately) they would have the courtesy to send out a warning e-mail notification -- AND MAKE SURE THEY HAVE A MECHANISM IN PLACE TO UNBLOCK IMPROPERLY BLOCKED CUSTOMERS!
I cannot run my business this way. For sites where your inability to manage your accounts isn't going to make you look like an idiot in front of your customers, these guys may be ok. But I now have little choice but to start migrating my sites over to another provider.
Unbelievable.
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Russel ( russel(at)arxys dot net ) at: 2006-06-21
Time Hosted: 1 to 2 years
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Control Panel note: | 176 out of 284 Web-Hosting-Top users found this review to be helpful!
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1and1 started out looking like it was going to be fine, until I actually expected to host functional pages with them. It takes over 20-seconds to load a simple 4 page flash site that was created with their tools.
Their customer support is slow and painful to work with.
Their email spam filtering is non-existing and was only about 2% accurate, I have since moved my email elsewhere and see ~95% accuracy.
I will either go back to hosting it myself (even with managing the servers, it would be less of a headache since it would work!) or find a new hosting company.
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Henry Simpson ( henry at newdawninternet dot com ) at: 2006-04-07
Time Hosted: 2 to 3 years
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Control Panel note: | 200 out of 337 Web-Hosting-Top users found this review to be helpful!
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I had 2 hard disk crashes, over 2 years due to their poor hardware.
If that wasn't bad enough, the support service is that bad you'll end spending all the cash you saved (because there cheap for a reason) by using them on the 0870 support number. Which diverts you all around the world, I ended up talking to people in the phillapines, on a poor line trying to figure out what had happened to my server.
As a final insult, I had a verbal agreement to cancel my contract on a certain date. When it came to issuing the final refund (cause you pay in advance) they changed the date, and refused to acknowledge the date I agreed.
I'm trying to build a good reputation for my business, which was damaged by there appaling support, after around 30 phone calls and 3 days they finally got my server running after a hard disk crash.
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Eddie Brown ( eddie at stockmanoil dot com ) at: 2006-03-31
Time Hosted: 2 to 3 years
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Control Panel note: | 206 out of 330 Web-Hosting-Top users found this review to be helpful!
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My account (Eddie Brown) is 2 years old. Last week they shutdown all of my websites for the 24 hours that they had me locked out of my account. The account was locked out by "Admin". As you may know, users are NOT allowed to speak or email "Admin" directly. I finally got my account back in service by going thru billing and tech support. "Admin" is only open during the 9 to 5 hours. I have yet to get a satisfactory answer to who and why they locked out my account. They will not pay for the downtime. I have demanded answers but have only gotten the run-around.
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mata hari ( matahari(at)women-at-work(dot)org ) at: 2006-03-08
Time Hosted: 1 to 3 months
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Control Panel note: | 175 out of 327 Web-Hosting-Top users found this review to be helpful!
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OK; their price is fine. But that's all. If one really needs support, he can forget it. Overall: frustrating and wasted money.
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Frank Whittle ( omeyas(at)ntlworld(dot)com ) at: 2006-03-07
Time Hosted: under 1 month.
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Control Panel note: | 178 out of 336 Web-Hosting-Top users found this review to be helpful!
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This has got to be the world's worst provider. If you are looking for support, avoid 1and1 like the plague!
Read their page, and they sound brilliant, trying to contact them is like trying to contact the dead! Nobody answers the phone, they'll just keep you on hold for ever. I've never got though yet!
E-mail, much the same, forget it! I've sent about 10 in the last week, never had a reply to any.
Unless you want to end up frustrated like me and many others, go elsewhere! 1and1 is abysmal.
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John ( voxel(at)msn dot com ) at: 2005-09-07
Time Hosted: 3 to 6 months
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Control Panel note: | 396 out of 512 Web-Hosting-Top users found this review to be helpful!
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Good hosting services... *horrible* cancellation process that was extremely impersonal, and unneccessarily complicated
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aenima666 ( aenima666 at videotron(dot)ca ) at: 2005-09-01
Time Hosted: 1 to 3 months
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Control Panel note: | 184 out of 306 Web-Hosting-Top users found this review to be helpful!
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Very bad service!
Got billed for a hosting plan registered to a guy in UK when i live in Canada. They let it go, when I saw that on my credit card, I called them and they said they couldn't do anything for me. I had to send them a registered letter saying the same and to contact Visa so they could contest the transactions.
This being said, I was a previous customer of them, so is there any security breach in their database? I do believe so, same thing happened with Yahoo, but they were kind enough to cancel the transaction right away. Those transactions happened after I had actually bought from them. So it's over for Yahoo and 1&1 for me. I'll deal with my own company now, and I GOT a SSL CERTIFICATE, which they don't have.
Later,
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Rob Higgins ( hostmaster39 at hotmail dot com ) at: 2005-08-23
Time Hosted: 3 to 6 months
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Control Panel note: | 268 out of 381 Web-Hosting-Top users found this review to be helpful!
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1&1 rocks! I will recommend them to anyone who asks. I got 5 free domain and $600 worth of software + more features than I know what to do with.
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