“ Web host. „
Although I have not yet read the reviews, I am very suprised that previous reviewers have only given one star to this compnay.
I have used them to host my website since 2002 and, although admittedly this has been my first webhosting experience, I cannot find fault with them. I used them after a reccomendation from a friend who said they were one of the cheapest, and indeed I couldn't at the time find better value. They purchased the website names I wanted on my behalf and always remind me in advance when they need to be renewed.
When I joined back in 2002, they supplied a disc with a dozen free programmes on it, including a web building proramme, a music programme, a videao and a photograph progamme, and various others that helped you increase your visibility and presence on the net. They also at the time had an online webbuilder (whic I believe may be the only option now) but I preferred to build mine at my own pace at home then upload it later.
This was my first ever attempt, and although it was very difficult, this was due to my lack of understanding, not the companies resources. Once I started to understand what I was doing I found the whole process relatively problem free.
But the most important thing I want to mention is 1 and 1's customer service. Every time I have had a problem, I have simply sent them and email, and within 24 hours (once I had an answer 4 hours later) I get a detailed and idiot proof answer to my query. Each time I have contacted them it is for a tecnical problem that I didnt understans, and the answers have been written by people who obviously understand computers, but in a clear and presise way without too much jargon.
Admittedly I have never tried to ring them, but that is because I prefer my answers in writing.
How sad to hear the same story we had with 1and1......the salesman ldelviered his patter, all very charming but inconclusive, and then 1and1 just collected money when we did not even request a free trial.
The call was a cold call, in the middle of a busy afternoon, and of course the right response was to stop the call there and then. Some of us are too polite, and also trust that businesses are ethical as many are.
The worst feature of trying to unscramble 1and1 AFTER the charming salesman, is that a UK landline number gets through to bewlidered people in the US who have no notion at all of UK law, who are disorganised, utterly incompetent and out of their depth.
If you buy a domain name or another simple product the technique they use is to cold call and slickly offer a free trial of some package.....anything you do not have yet. Of course a free trial sounds cool. Details will follow. They did not, nothing. And a recorded delivery letter to their UK offices elicited this reply
"Since we have not heard from you"
Now this has all been forwarded to trading standards in Slough, who have ready printed forms for 1and1. I wonder if that is as sign that they are frequently needed?
1and1 offer cheap unsophisticated products.
Keep away, stay away, go anywhere else, we have had excellent service from Weebly,,,,,,,everything 1and1 is not.
Need a website? Affordable, easy to manage? We have just the thing, sir. Follow me.
Picture this evil cackling man in a long black cloak, rubbing his hands together in a similar way that the child catcher in Chitty Chitty bang bang and you have the salesman from 1 and 1 summed up perfectly.
What a terrible company!
I took out a 30 day trial to trya dn open a website with an aim to make it an ecommerce site but they failed to meet my criterea for customer support and simplicity so after 4 attempts to laod a cart with their "customer help" I gave up and sent them a message saying I did not want to carry on. 2 weeks after I had canceled the tril, they took £71 from my paypal account. Luckily Paypal refunded me straight away but I was fuming. It was meant to be an £18 a month deal even if I did keep it.
Next I receive a letter saying I owed over £100 so I called their service people and they said I had not and could not cancel. Erm, I have, I can and I will. I will not be bullied by a sales team who think they can just take money from people and expect them to bow down to threats of collections companies and debt recovery.
Despite 3 emails to them they say none were within the 30 day trial and I had agreed to a 12 month contract. I told them I messaged your customer support team through the online messaging system to cancel but they seem to think you can't just cancel a contract by canceling a contract! Again, I told them that I did not cancel a contract, I canceled a 30 free trial.
I know what is going to happen now, debt recovery etc but as with 3 when they refused to cancel my account because I could not remember the postcode I had when I took the contract out, I am happy to take these rip off, conmen to court and defend myself as I think too many companies do this and it is nothing short of criminal in my eyes.
I really would think long and hard before dealing with these people.
BAD bad company. Things got to such a mess that they got a debt recovery agency to get on my back to pay money I didn't owe then plus the fees of the debt recovery people.
I used the hosting company because of friends who used them and liked it. Turns out they were only interested in the cheap price. Which is very very cheap. Alas, this is for a reason. The reason being they offer nothing but problems. Dont get me wrong the hosting part was fine. I got the use I expected and the performance metrics I expected. I even got a cheap domain in the deal. It is the money side of things I didn't expect. They would randomly start demanding money which I had already paid for services that was the problem and any attempt to talk to them about it was hit with cold solid silence. My advice I move on reader for this one isnt a risk worth taking
Bad customer service and a company that behaves like a scam.They lure you in, with their supposedly cheap deals and then start billing a lot more.We had a problem with an auto blog installation on our hosted server and they refused there was a problem.What is worst is that they also refuse to cancel (what they claim is a 2 year contract) so currently trying to convince us to keep paying up, without using their services.Needless to say this is going to the Office of Fair Trading and our lawyer.
My short answer is to avoid 1and1 if you can. I've been with them for around 3 years - and they've got steadily worse. They're okay, until you need support. I thought their prices were reasonable, and one of their main advantages - but they're not actually that cheap, and once they've got you involved in a billing cycle, it's very difficult to get rid of them.
Changing web-hosts is a hassle - but after being pushed a little too far by 1and1, I decided that enough was enough. After doing some research I found a superb web-host who charge half as much as I was paying with 1and1; I'm completely shocked how much better a host can be.
I dislike 1and1 for the following reasons:
* billing errors
I've had emails and billing responses sent to me in error - requesting I pay x-amount of money. Responses have sometimes been completely unintelligible half-complete replies to other customer's queries. I got to the point where I had absolutely no confidence in the company at all.
* unexplained downtime
There have been times when I've been unable to access my webspace / website, and databases associated with my account; unluckily for me this occurred while I was demoing a site to a client. I received no apology or explanation from 1and1; rather than own up, their policy seems to be to hope customers won't notice.
* automatic account locking
At one stage I was unable to make a payment because the billing departments IT system was down. Subsequently my account, was locked and sent to a debt recovery agent, making all my domains and sites unavailable for nearly a week.
* no flexibility
To get anything more than basic hosting, expensive upgrades are needed. The level of functionality vs. cost often seems arbitrary; for example - why should I pay over £72 pounds a year extra just to receive SSH access?
* no follow up to complaints
I've sent complaints on numerous occasions and not received responses. When I have received replies, they've been 'stock' replies - standard templates. They don't listen and it's impossible to speak to anyone who can actually help. Everything is run according to scripts.
* automatic rebilling
I cancel my account - they respond; not by refunding me the money I'm owed, but by re-billing me for each domain previously registered, using brand-new two year contracts!
I sound like I'm ranting - and I suppose I am. I'm just deeply dissatisfied with this company - and still slightly shocked that they can get away with such levels of incompetence.
Avoid 1and1 like the plague - there's no such thing as a free lunch.
Appalling customer services. For the second time this year I find myself in the impossible net of this unprofessional company. Want to get your hosting or domain from them? No problems, straight forward unmanned process.
Now, the issue rises when you have a problem. Tens of e-mails sent to their complaints department after their customer services department not only cannot help you but when you ask to talk to a supervisor, they inform you that that is not possible, since their supervisors are in Germany and speak no English at all!! So much for a company trying to do business in the UK. From my experience, it is the first time I ever hear that inexcusable excuse.
The issue? After many problems with their mailing and hosting services, I decided to cancel one of my accounts. Since I had billing problems before, I consider it sensible to refuse to pay the last bill until confirmation of the account cancellation. The last thing I hear from them, is a letter from a collections firm for £10.48+£15 collecting fees.
After updating the collecting firm on the issue, they withheld my file for a couple of weeks until I sorted it out with 1&1. Needless to say, this is unheard of and they were really happy to do it, so I guess this unique approach to customer service from 1&1 (do not answer customer requests, just pass the matters on to collecting firms) must be quite common.
I contacted 1&1 and the lady on the phone could only tell me over and over again that the matter was on the collecting firm hands and that there was nothing else I could do. After asking to speak to a supervisor she told me the German-only choice of people to talk to. It seems they sent me a link to the cancellation webpage the third week of December, according to them before blocking my account. According to me, my account was blocked the week before, no daily spam or e-mails (including their infamous one) arrived in my mailbox.
After a long and mainly pointless argument she acceded to give me the complaints e-mail address.
Again, after many e-mails and no response, I decided to threaten them with taking the matters further and suddenly I received a response e-mail from them. After some bargaining they took the original payment from me. End of the issue?
Not really. I just received a letter from them asking for an extra £2.50 from the, in theory, cancelled account. I have no idea what they are talking about, and promptly contacted their complaints department. Seven e-mails after, I havent heard anything back from them.
Since from my experience I know that my file must be already on collectors hands for under £3, I decided to let anyone who might even think for a second of signing up with 1&1 know that this is just an automatic cash cow for some German company. Do not expect any sensible or caring answer from them when issues arise. You have been warned.
Cheap domains easily bought. Unfortunately I had a problem. t might have been of my doing but as I'm no expert I tried to contact support. I tried again . I tried again. The classical music you get to her is calming and you probably get to hear the whole movement uninterupted by an technical support. And so it goes on. You can of course write e-mails but these don't even reward you with music. If you are an experienced web developer then 1and one equals 3 otherwise a few extra £s might give you the support that 1and1 seem not to want to suply
I own 3 domain names with 1&1 and i have not had any realy problems with them at all. they offer domain names at very competative prices, for a domain ending in .co.uk, .org.uk, or .me.uk, prices are £1.99 for a year. for a domain ending in .eu, prices are £4.99 for a year. for a domain ending in .com, .net, .name, .us, .info, .mobi, or .biz the price is £8.99 for a year. these prices however are subject to VAT in addition to the cost specified above.
the serivce is quick and simple and the control pannel for each domain you own witht hem is simple to navigate your way around.
customer support is quite good and email replys are usualy received within 24hours . alternatively if you prefer to phone them you are not generaly on hold very long and the staff are polite and helpfull.
..well that has probably got your attention and although the title is a bit of a rhetorical remark, it is not without its relevance, but more of that later. First though a bit of a disclaimer. There are those who will think that this review, which as you will realise is about only one aspect of the company concerned, is a bit specialist and narrow in its scope. I did think that i should write this up for the cafe area pieces but then reconsidered after thinking a bit more about what we are trying to achieve by writing these articles and opinions. Although most reviews will extol the virtues of a product or service, I feel it is just as important that potential buyers are allowed to share in the experience of those who have been subjected to the down side of the product or service in question. No matter that the review covers a less than comprehensive evaluation, if one aspect is revealed to be a major problem then it should be made public, especially if that problem relates to the customers hard earned money.
At the start of the year (2005) I received a letter from 1&1 internet (1&1 from here on in). This was to say that they had tried to bill me for one months worth of their services to the tune of £32. There were two things that were a problem with the letter. The first was that although the address on the letter was mine, the name wasn't. Who the hell is Dariel Franklin? The second problem was even bigger. 1&1 are a web hosting service, they sell domain names, web space and related packages, I have not only never used their company for any such service, I have never use a service like this from any company, have never run a web site, never had a domain name, I wouldn't know where to begin. I thought that this would be easy to sort out, They had the wrong guy. And so began the long list of telephone arguments, excuses misinformation and downright lack of help from their employees.
This would be easy, call them up, explain the situation and bingo, or is that lotto, anyway it would be sorted out in a jiffy. What is a jiffy? I digress. The operator was helpful enough, I explained the problem and she said that she would contacted the account via the e-mail address that they had on record (also not mine) and explain that the account was being shut down. From here on I was to worry no more about it.
A month later I received a second bill from 1&1, this time the charge had risen to £52 due to administration fees. I rang again. This time the operator told me that she was unable to do anything about it and that I should talk to the billing department. However she was unable to connect me directly but gave me their number and suggested I ring them from my end. I rang the number only to find the department shut, it was four o'clock on a Friday afternoon after all. I left an answer phone message.
On the Monday following call 2, I rang again and was told that they would be unable to look into any aspect of my account until the overdue bill was paid. When i explained that they were billing the wrong person, I was told to put a complaint in writing. This I did but to this day the company have not even done me the courtesy of answering my correspondence.
This call was prompted by a new turn of events. It was now three months , three conversations and one letter after the initial problem. I received a letter, this time not from 1&1 but from BFS, a debt agency who were demanding £130 on behalf of their client, failure to do so may result in legal action. I rang the HELP line, wondering how it had earned such a name to begin with, and spoke to the assistant. I explained the problem but was told that they couldn't do anything unless I made a formal complaint. I told them that I had but, very conveniently, they had no record on it. Another letter would be needed, it was in the post the same day.
Just to be on the safe side I called BFS and left my details and a contact number, e-mail address and pointed out that they had my correct mailing address, please could they advise me as to how to rectify the error from their side of things. A wave of silence poured forth.
This is when it got interesting. Prompted by the threat of legal action for no payment, I called 1&1 again. After listening to my problem the assistant informed me that any complaint should be logged officially with the local police and the reference number given over to 1&1 so they can act upon it as a legal matter. The local police were bemused to hear that this was procedure. As the matter was of a civil nature and no money had yet changed hands, there was no police interest and they gave me the number of Trading Standards.
I can't praise Trading Standards highly enough, they gave me all the information that I needed with in ten minutes of calling them and I was now armed to strike back. It was Dariel and Goliath all over again, sorry I mean David and Goliath.
The usual spanners were attempted by the 1&1 help line, "log the complaint with the local police" or "put the complaint in writing". This time I had the upper hand. As I informed them that a complaint had been logged with Trading Standards I could hear the help desk operator shrinking slightly, they would be willing to uphold a case of harassment against 1&1, (shrink). A letter of complaint is heading to your managing director via recorded deliver (shrink) and if a satisfactory reply was not forthcoming, a law suit would kick into action. (shrink). A timid little voice all confidence gone came back, "well look into it sir".
I didn't receive a reply within the ten days that Trading Standards specified, but today on the 8th August 2005, eight months down the line, 1&1 did send a cold and brief correspondence to say that my account was being closed down. I took this to mean that every thing is resolved but I guess only time will tell. There may be some good aspects to this company but customer service is not their strong point, especially if you are not a customer to begin with. This article is more that just an insight into how one company can try to withhold money through bully boy tactics, its an all to common problem and I hope that this tale will show you that you shouldn't put up with the intimidation from the big boys. Might is not always right and there is always Trading Standards.