Poor customer service

So I guess on the 1 of this year our site was hacked or ether on Dec 20th. Not sure I keep getting different stories. So they shut my site down, sent me a notice 10 minutes before they did it and now I can not get a straight answer on why my site really was shut down, my web files moved, and why I cannot get my site back up without 1) going to a dedicated server 2) changing hosting providers 3) waiting for someone at 1and1 to get off their butt and address my issue. It has supposedly been escalated twice now and I don't even get so much as an email giveing me a status update. The worst part of all of this is no prior notification of an issue, but they shut my site down and moved my web files!

Biggest Pro: cheap for shared server
Biggest Con: very poor customer service

thieves and cheats - AVOID AVOID AVOID

I agree with all the negative reviews here.

We had no problems with connection and uptime, but when it came to leaving the company, it was impossible. Loads of different staff answered emails with links to cancel the account that did not work, and even when we did eventually get an email confirming cancellation, they continued to bill us, eventually sending to an out of date address without emailing once the mail was returned, so it ended up at their debt collectors "Avarto" - (number 08701258809)

When after receiving 16 emails from various 'departments' at 1&1 over and extended period and still nothing was apparently cancelled despite their confirmation of cancellation, I yesterday sent them each an abusive response. In reply I got another email that said my telling them to cancel the account was not good enough, I had to use their account cancellation process online and that they would not cancel the account on my sayso. However this has never worked This means I now have no choice but to let it proceed all the way to legal action and then take my defence to court in the form of all the documentation. If I were to just keep paying their bills that are being issued for hosting a site they're not even hosting, then that would be an admission that I owed them the money, and so would confirm the unpaid bill allegation.

When we tried calling their Billing Enquires number, which is also a ripoff premium 0870 number that charges while you sit on hold, there was a 30 minute wait time!!

This company needs to be exposed through the media, perhaps one of those TV programmes that deal with rogues like these people and it should be referred to Dept of Fair Trading and to the Internet Registry etc. I am thinking a class action would be in order if others are interested in participating in some way, even if only to provide written evidence.

There is also the question of suiing the 1&1 company for libel because of damage to my credit rating caused by their referring the charges that I did not authorise, and refuse to pay, to a debt collection agency. Maybe they own that company too. If others have had this experience, then we could perhaps link our issues in a separate class action.

1&1 should definitely be closed down - I am not in the least surprised to hear that others have also had issues with the technical side. Please feel free to contact me if you are interested in joining an action against 1&1, or providing documenation of your adverse experience.

Derek Williams
derek@derekwilliams.net
0785 760 2004 (in UK)

Biggest Pro: nothing good about this company
Biggest Con: impossible to leave the company, they keep billing for a service that is cancelled, and refer to debt collectors if unpaid

1and1 sock- they are scammers

in the process of moving me from a high cost package to a low cost one, they have completed deleted my website- then said that it was my responsiblilty to back up the data when changing packages!.
in addition they were completely rude on the phone- they cs is useless, and they refused to escalate calls to their supervisor.

i have never a company this bad!

Do you want a world of pain? Run from 1&1 as quickly as possible

Try leaving, you think you have and months , years later, debt collectors bills arrive saying you didnt complete the leaving process. Read the online blogs, that should be enough. This company treats its customers in an appalling way. Am I still a customer, as soon as I can extracate myself from their accounts dept. You have been warned.

Biggest Pro: you get your email
Biggest Con: where do I start, awful, rotten to its core, try leaving? try getting bills explained, try getting support,

Cloud Server Not Ready For Prime Time

I've encountered several problems with the Dynamic Cloud Server. Initially was taking forever to log into account administration screen. Called for help, was told this is a "known issue." Yesterday tried to change hardware settings, increase disk space, which shut down the server. After an hour, the server was not back on. Called for help, was told that it was a known problem, with no ETA for expected fix.

Biggest Pro: Flexibility
Biggest Con: Important Features Don't Work

few years running

I read their ad in a computer mag back in 05 or so and have been with them since, the suport was only needed once, and it was becuase of my incompitence with websites, eerything was in order in under 24 hours(Email support)

upload to the servers FTP isnt the fastest but i suspect that could be my ISP (comcast BURST speeds are great but upload alwasy lacks for larger files)

only downside is they dont want consumers to suck up CPU cycles... they tend to be restrictive on DB sizes. and you cannot use DB for a few things... read the EULA for details.

never overcharged, very competitive rates. i'll be here a while

Biggest Pro: yet to see any down time, rates, just works as it should
Biggest Con: the only problem i've run into so far is they dont want people to use CPU power... max DB size on most packages is 100MB :/

Shocking Customer Service

I have been with 1and1 for some years now. Cant fault there service technically however there customer service leaves a lot to be desired.

Twice I have received letters from an external debt collection agency working on 1and1's behalf, for domains that I have previously candled.
For reasons only known to 1and1 they have voided all my cancellation requests with out my knowledge.

Customer support are very unhelpful and insist that despite cancelling I am still liable for the fees, and fees inured from the external debt collection agency.

I have now moved my 10+ domains to a more reliable and customer friendly web host.

If you are considering using 1and1 please do your research first and chose wisely

Biggest Pro: Low Cost
Biggest Con: Suspect Business Practices

worst customer service and admin

i been having an issue with them for last 4-5 days. I have been trying to make changes to my site and i am not able to FTP. The FTP option in my cpanel is gone. i have called them asking for help and their call center in india/philippines has no clue when the issue will be fixed

1and1 Tech Support is the worst I have ever dealt with

1and1 promises Adobe Dreamweaver CS4 software. Good luck trying to get it. My first attempt resulted in an invalid page. 30 minutes on hold to outsourced tech support informed mr they were having issues with Adobe. after 30 days the download link was reactivated, but I was sent to a site with instructions in German and whem I clicked on a download error message I was kicked off. After another round of emails the download link was reactivated and I was sent a very curt email from Tech Support telling me I should call their people on next try and they would lead me thru it and that would be the last attempt. I did and their outsourced Tech Support took me down Primrose Lane to the ineveitable failure again. Another round of emails and I was informed, Sorry that wass your last attempt.

I am not some amatuer with his first computer. I have been an IT manager for a large company for many years and have done literally thousands of successful downloads from hundreds of sites. I feel sorry for the poor person that just trys Web Hosting for the first time and gets this incompetent site.

No customer complaint or feedback contacts. (Gee, I wonder why)

Biggest Pro: Easy interface and ease of use

1and1.co nightmare!

I currently have owned a .co.uk domain with 1and1 which has been hosted by another provider. This has been for the period of about one year. Not too much problems with that. Ever since I tried to register a new .co domain through 1and1 to the same hosting company(they allowed me to register several .co's in fact) they have informed me that the .co is currently 'not compatible' with the other nameservers I provided, that they are trying to rectify this, to edit the DNS, and simply cannot give me any specific timescale. I now have no website and it has been two weeks and I have to change the name of my business to a less suitable domain in order to have a webiste!!!!!! I have cancelled my other domains but apparently this takes 60 days before you can register this with another provider - that's if your old domain name is still available! after 60 days!!??? Corruption is rife!

Biggest Pro: They pcik up the phone quick to tell you what you already know
Biggest Con: expensive .co domain names that don't work!