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1 & 1 Internet (One and One Internet)

We initiated a DNS redirect of our domain from 1 & 1 internet ltd to a new DNS host. Meanwhile I also initiated a domain transfer request from 1 & 1 internet to the new registrar.

This resulted in a domain registration error and consequently we have lost all our email and website access. This has persisted for 5 days despite our best efforts to re-initiate service.

The support staff are un-cooperative and un-helpful in dealing with this domain registration error which should be an easy fix.

We sent 3 emails per day to the support and transfers desk (support at 1and1.co.uk and transfers at 1and1.co.uk) and the response is woeful at best (an automated response informs you that they will respond in 24 hours, but I have heard very little). In 5 days I have received 1 email in return.

I contacted the support telephone number twice per day for the last 4 days. The call routes to the Philippines where the call centre staff are unable to perform any functions other than to record the details of the conversation on an email which is then sent to the technical team (in New York). In addition, the call quality is extremely poor (phasing in and out).

In summary we have found 1 & 1 internet to be extremely unhelpful and at best obstructive in our case. This has severely impacted our business.

I urge anyone thinking of doing business with 1 and 1 internet to be extremely aware of their terrible customer service and woeful technical support.
 
and the point of your reply is???

Yes that's true, and I apologise for posting it here..... but I feel the need to tell the world how terrible 1 & 1 are!

I'll post it on your hosting review page too
 
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You are not the first to post on here about similar issues tha last was a perhaps a year or two but he was contacted over MSN by someone from 1&1 and was sorted aslong as he posted all was well on our forums. I think they dislike this treatment they give when you wish to leave making it to the forums.
I personally don't use 1&1 find I get a better service using hosting if you can't get anything sorted with 1&1 perhaps contacting nominet if the domain is a co.uk one and get them to return it to you. It is looking increasing like hosting needs to be controlled better and perhaps forced to have a ADR that customers can go to if they like 1&1 are being awkward with a business hosting package.
 
The funny thing is, the client is a PR company based in the UK. They have been without their email or website for nearly 4 days. A nightmare for them.

As soon as they contacted 1 & 1's PR company, things got moving.

It just goes to show that you're no one unless you know someone!
 
1and1 are terrible.

I have ordered something with them again recently in the hope they had changed - that was a big mistake.

Stay away.
However GoDaddy have been brilliant.
Mail2Web has also been very good.
Layershift has been reliable so I do not know about their support.

Tom - www.mouselike.org
 
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