1&1 forcefully changed one of our client's FTP account on 11 Feb 2014, and left a message in our control panel, "check abuse ticket #83917876 for the detail". Then, we asked them to send us the "abuse ticket #83917876".
However, how many times we've asked them by email, they've never sent us the ticket. they only told us we had to call their expensive telephone numbers.
The email address we had sent email is the following. email@example.com firstname.lastname@example.org
Why can't they email us such a crucial ticket ??????? This is outrageous. We'll definitely leaving 1&1, soon.
Customer support at 1&1 has to be the worst ive ever seen. Reviews from google confirm this i only wished i had researched this first. Cancled my hosting and still waiting for the refund i was assured i would be getting. One word AVOID !
I'll start with the good - this company has a very good and clean control panel. That's where I'd end it.
Operating under a .co.uk, this German company gave us a managed server in Germany - really would except one in the UK. And as managed implies, they are meant to come in and fix things if they go wrong. But naturally they didn't. If I remember correctly, we had 72 websites on the server (mostly web development clients.) So when our server went down and we requested assistance, their abysmal Philippines-based phone support informed us it would take 24 hours to fix. And indeed it did. So for a whole day all our clients sites were down, which got us a lot of grief. This happened 3 times, before we took the long task of migrating.
As is the case with Asian support centres, they really struggled to do anything.
Opened a website with 1&1 to find the service was terrible, there staff are rude and useless. I cancelled my website which I hadnt even set live because the service was that rubbish! They didn’t cancel and have charged me even more money!!!
Rude customer service, rude technical support. Cancelled my account, they e-mailed to say they had sent my domains to 123. reg. They never arrived at 123 reg so are now inaccessible and unusable. 1and1 simply say they don't refund money for domains. So not only am I without domains, frustrated by the attitude of operatives, I am out of pocket too
Somehow I don't seem to have luck with internet providers. Always having problems with the connection and customer service. Same with 1&1, sometimes I have people on the phone that are trying very hard, and sometimes they are just rude. The company should really check who they are putting on the phone because this gives me a bad image of the company that really doesn't have to be.
Plus points: - Great control panel site (attractive and easy to navigate) - Fast site hosting - Long opening hours for telephone customer service
Negative points: - Bit pricey - Doesn't feature a 1-click Wordpress installation (many other hosting sites do). This means you have to do a fidily manual install which is not ideal. - Their customer service call centre is based overseas, which makes calls a bit of pain as you have to try and understand instruction from a foreigner with poor English.
I have been with 1 and 1 for a couple of months now and everything is really good. The virtual server support is based in the UK and are quick to resolve any issues. The features of the server are great for the money, very good value. I don't really use them for anything else but may use them for managing domains.
A few months ago I put an end to my second and final contract with 1&1.
I first used 1&1 2 maybe 3 years ago for hosting a small web project. They were quick to take my money, but account setup took a little longer - which was down to "problems with the system" or soemthing like that. If a system has failed then I don't mind, that is acceptable. So I finally get in to my hosting control panel (which is truly awful and very hard to work, by the way!) and manage to upload & set up my web site. A few weeks go by without any problems or issues, everything working great. Then, shock horror, all of a sudden my PHP stops working! I submit a ticket with them, a guy runs through and says there's nothing wrong at their end, it must be my script. I couldn't understand how this happened, because it was working for a few weeks just fine! Anyhow, I went along with this explanation, re-uploaded the file in question and things were okay again. Not for long, though! My e-mail stops forwarding to Google Mail address. I checked everything was set up just fine in the control panel - and it was. Contacted support, they ran through, said there was no problems at their end and it must be Google Mail. Err hello - Google run the world's most used network - why would there be faults with this when I can receive e-mail sent directly to the address just fine? (it turns out 1&1 had network routing issues which I later found out on a forum)
Finally, something happened to the server I was hosted on and I lost all of my data. Luckily I kept backups so I was able to restore my site on another host very quickly - 1&1 took their time to say the least! So this was the point where I gave up with them, around 6 months in to my service.
Recently, I (foolishly) took out a hosting package with them for another web project, and I was hit by almost all the same issues! E-mails weren't being forwarded in a timely manner - if at all, network speed was very slow (I can't stream 1Mb/s video, even on a 18Mb synced premium broadband service), and their support was as bad as ever.
EDIT: I forgot to mention, most (if not all) of their products have a 12 month contract - so if you find 1&1 to be lemons you'll have to put up with them for the remainder of the contract, or lose money and switch elsewhere.
The above issues actually pushed me so far to begin setting up my own hosting company that can actually provide a usable & reputable service. In short, I would not advise anyone to consider 1&1 for any service.