I had a dedicated root server from 1and1. I used it for my family site, my software sales site, a friend and my cousins business site.
Of course I am a seasoned Linux/Internet/Web programming person or I wouldn't have chosen a root server.
As of about 3 months ago I lost the credit card that I used on my account and reported it lost. I had forgotten about using it for 1and1, so I got an email that it was declined. I immediately loggedin and changed payment to a PayPal Billing Agreement, which I had never heard of, but is supposedly recurring and they can debit my PayPal account every mount (different from a subscription).
For 3 months I noticed that they never debited money from PayPal, so each month I sent multiple emails asking them to please take my money so my service would not be interrupted. Each email was answered with a form mail that my payment would be processed within the next business day. Well, last week my account was locked and none of my sites were accessible. Since I had now received a new credit card, I went in and added that, then called and had them process my payment. After hours and hours on the phone for 2 days, I was informed that my account was marked for deletion. What? No notification no attempt to take money from me!
After many hours getting the run-around on the phone I got a billing supervisor that informed me that the best they could do was for me to buy a new account and they would move my domains over from the old server which couldn't be unlocked because it was marked for deletion. I did this, and needless to say, after hours on the phone, they wouldn't move anything. They temporarily unlocked my old server so that "I" could move everything over.
All is working now, and the next day the succeeded in billing my new credit card for the 3 months, plus 1 month for my new server! I will appeal to them for some sort of refund and will post back.
Mainly, my server has always been available, except for 1 several hour period when there was a routing problem of some sort. My main problems are support and people access. The hold times are very long (15-30 mins), the billing/support people are not knowledgeable and no one in the company can contact the server support team. They have their organization constructed so that you get the run-around, never accomplish anything and will hopefully stop calling.
More coming...
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