Comments on: 1&1 Internet UK – Consumer complaints and comments, facts, and company profile http://www.hostorian.com/1and1-internet-uk/ Hostorian (n): A person who is an authority on hosts and who studies them and writes about them Fri, 16 Jul 2010 09:01:36 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Demetis http://www.hostorian.com/1and1-internet-uk/comment-page-1/#comment-2334 Demetis Fri, 16 Jul 2010 09:01:36 +0000 http://www.hostorian.com/?p=17#comment-2334 I was so far really happy with the 1&1 product. I had to call the support for small problems, like when adding a new IP address on a server because only one part of the process is really made through the back office. The response was correct, and the problem solved within 12 hours. But on the 22 of June, I needed to add resource on my cloud dedicated server. So I upgraded the disk space of 100Go. The server went down, and was noted as reinitialising in the back office. Everything normal until then. This is a test server, but when I wanted to use it again one week after, the server was, and is still at this time reinitialising… I finally experience something very close to what digoart encountered (http://www.1and1faq.com/forums/showthread.php?t=1060) 02nd July, I called the Help desk, they opened the case. Response was “OK, the case is now open, and the admin team will contact you once solved.” 05 july Response was “OK not solved yet , but the admin team will contact you once solved.” 06 july Response was “the admin team is working on it. Please be patient”. But I wanted to know more. To know was the problem, what actions were undertaken, how long would I still have to wait. Response was “the admin team is working on it. Please be patient”. I asked: - Is it possible to talked to the admin team ? - no, they are not reachable directly. - OK, could you talk to them to ask what is going on ? - No, I have not the authorization to do that. The admin team will contact you once your problem will be solved. - Can you transfert my call to someone who can contact the admin team ? We may find together a solution to provide the service I need… - No, I can’t do that. - Can I contact your manager ? - Yes off course, You can write a letter to him. - Can you give me his mail address, or phone number ? - No, he his only reachable by the post. I wrote to the Manager 2 times, but never received any answer. I e-mail to the billing department. No answer. I phone to the billing help desk. They ask me to write a letter to the manager… I called the Help desk every day. But the only response I had was “the admin team is working on it. Please be patient”. I subscribe to the 1&1 forum, but I do not have enought rights to post a message… I think this forum is not active anymore. http://www.1and1faq.com/forums/index.php I am waiting since 15 Days Nows…. 15 Days my server is not responding, and I cannot access the data on it. A chance for me, this server was a test server. But this experience scared me. I have 6 other dedicated servers hosted at 1&1. They are exploit servers, and I can’t afford to have them stopped more than 1 hour without having heavy consequences. The help desk is useless, and the admin team absolutely incompetent. My server is still down. I doubt 1&1 will succeed to get it working again. I am looking for an other hosting company. I was so far really happy with the 1&1 product.
I had to call the support for small problems, like when adding a new IP address on a server because only one part of the process is really made through the back office. The response was correct, and the problem solved within 12 hours.

But on the 22 of June, I needed to add resource on my cloud dedicated server. So I upgraded the disk space of 100Go. The server went down, and was noted as reinitialising in the back office. Everything normal until then. This is a test server, but when I wanted to use it again one week after, the server was, and is still at this time reinitialising…

I finally experience something very close to what digoart encountered (http://www.1and1faq.com/forums/showthread.php?t=1060)

02nd July, I called the Help desk, they opened the case. Response was “OK, the case is now open, and the admin team will contact you once solved.”

05 july Response was “OK not solved yet , but the admin team will contact you once solved.”

06 july Response was “the admin team is working on it. Please be patient”.
But I wanted to know more. To know was the problem, what actions were undertaken, how long would I still have to wait.
Response was “the admin team is working on it. Please be patient”.
I asked:
- Is it possible to talked to the admin team ?
- no, they are not reachable directly.
- OK, could you talk to them to ask what is going on ?
- No, I have not the authorization to do that. The admin team will contact you once your problem will be solved.
- Can you transfert my call to someone who can contact the admin team ? We may find together a solution to provide the service I need…
- No, I can’t do that.
- Can I contact your manager ?
- Yes off course, You can write a letter to him.
- Can you give me his mail address, or phone number ?
- No, he his only reachable by the post.

I wrote to the Manager 2 times, but never received any answer. I e-mail to the billing department. No answer. I phone to the billing help desk. They ask me to write a letter to the manager…

I called the Help desk every day. But the only response I had was “the admin team is working on it. Please be patient”.

I subscribe to the 1&1 forum, but I do not have enought rights to post a message… I think this forum is not active anymore.
http://www.1and1faq.com/forums/index.php

I am waiting since 15 Days Nows…. 15 Days my server is not responding, and I cannot access the data on it. A chance for me, this server was a test server. But this experience scared me. I have 6 other dedicated servers hosted at 1&1. They are exploit servers, and I can’t afford to have them stopped more than 1 hour without having heavy consequences. The help desk is useless, and the admin team absolutely incompetent.

My server is still down. I doubt 1&1 will succeed to get it working again. I am looking for an other hosting company.

]]>