1and1 to me takes 5 days to give me access to my server, after I had many problems with support, I finally went to sologigabit in two days they put me and the truth about the support I have no problem, I also give access by kvm, where you can see the bios, I even turn the machine on and off remotely
I use 1and1 and have had really good service with them. I got a Dedicated server almost 2 years ago, I ordered it on a Friday afternoon and had access by Sunday afternoon. I dont need support much if ever. And uptime is really good.