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  1. #1
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    Jan 2008
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    Exclamation If you see 1 and 1, run far, far away!

    Wow, where to even start on THIS topic.

    My oldest client had an old site hosted on 1 and 1. he decided after looking at its usage to cancel the domain and give up the hosting package at 1 and 1 (considering now hes hosted on my server).

    So being the admin, technical, support, etc etc, except owner contacts on the domain, i call up and say hey, i wanna cancel this domain. Well before i could say hey i wanna cancel, the first person stuck me on hold, no problem.. waited, waited, waited, AND WAITED, 18 minutes go by, no one comes back to the phone. so i call back in a few minutes because i needed to finish up a transfer to the servers.

    So i called back. this time, NO ONE answered.. waited, waited, waited.. 23 minutes this time. frustrated that i cant get a simple cancel completed. i hung up, by this time i needed a cup of coffee and headache meds! SOOOO i call back, this time after waiting 15 minutes, i FINALLY get someone. i strongly told them that it would be in their best interests not to place me on hold again, or i would file charge back charges to the credit card used to pay for the hosting. This seemed to rattle their cage and i FINALLY got the answers i needed.

    so after a 29 minute converstation with the subject at 1 and 1, we finally figured out why the online request to cancel the domain didnt go through. their systems messed up.. again (third time in less than two monthes that ive personally had an issue with their servers not completing transactions ive asked to be completed). so he processes the cancel, and then says that i AGAIN, have to go in and request the package to be canceled. so now 1 hour and 10 minutes of phone time trying to get a simple request fulfilled, and 4 asprine three cups of coffee later, the package is finally enroute to being terminated.

    Now, moral of the story: CUSTOMER SERVICE SHOULDNT BE RAN LIKE THIS!! The larger hosts who treat customers this way should be shamed and swept under the rug. My client requested a simple thing done, and its taken me two days to get it completed, through no fault of mine. If your looking for a host, i would STRONGLY reccommend you run, as fast as humanly possible away from 1 and 1. while they look nice and shiny on the outside, once they get your dollar, its all downhill from there. Even if you dont host with me, find someone else! Save yourself the headache, trouble, and an ulcer!

    James
    Last edited by James-AgentBlack; 01-17-2008 at 04:04 PM. Reason: typo :( sawrry!
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  2. #2
    Join Date
    Jun 2007
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    When I first entered the industry, before I had an account with HostNine, I bought hosting from 1and1. It didn't take them long to mess things up; first, when I had a problem I called their customer service center - I waited, and waited, and waited. Second, I paid for three months of service, but on the 2nd month they charged like $60.00 to my mom's credit card.

    I really dislike those people.

  3. #3
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    Jun 2004
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    Hmm, lately I see more bad reviews off 1n1, interesting.

  4. #4
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    Jan 2008
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    Indianapolis
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    no kidding, well my domain is registered to them but dns pointed outside their network, it took them 9 days to fix the problem, and 4 days on top of that to register and populate my domain.. talk about S L O W! ! ! !

    AND THEN the dns got messed up and it was pointing it to some messed up place over seas somewhere which nearly caused me to pull my hair out cuz it was advertising porn or warz or something. as soon as my 60 days is up with my domain, IMMA OUTTA THERE!! going to namecheap.com. those folks have been S T E L L A R on customer support and QUICKLY getting domains registered and transferred (provided 1 and 1 doesnt cause an issue) i would suggest everyone register their domains thru namecheap.com. 9.29 a domain for regular ones, not bad, and you have STELLAR customer support before, during, and after the sale. i wont be going anywhere else.

    james
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  5. #5
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    Quote Originally Posted by Quartz_ View Post
    Hmm, lately I see more bad reviews off 1n1, interesting.

    maybe its a sign of worse things to come?? maybe the hosting gods are telling people to run, FAR FAR FARRRRRRR AWAY!

    all praise be to the hosting gods! lol

    James
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  6. #6
    Join Date
    Jun 2004
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    Canada
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    You ordered your domain through 1and1? Ah I see. Yeah, If you can get your domain away from them, be sure to have it hosted with a registrar and NameCheap sounds like a decent registrar from what I have seen. Good idea.

    Good luck with that too, I don't know much history on how 1and1 handles their domains, but sometimes hosts can get picky and troublesome

  7. #7
    Join Date
    Jun 2007
    Location
    Chicago, IL, USA
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    They overbilled me for some "registration fee" and when I called them it was aggravating because their phone support was outsourced in India.
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  8. #8
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    Jan 2008
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    Indianapolis
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    non-us based tech support is a HUGE no no in the hosting world. I'm sorry but i would rather pay and / or charge an extra 10 bucks a month to have US BASED tech support, with people that speak english as a first language, than to have someone that i can barely understand. i know its frustrating, and i KNOW its worse when a new person to a website has an issue, and they get someone reading from cards.

    i like touchsupport based out of LaFayette, Indiana. granted they are outsourced, but the guys are AMAZING! sales guys, VERY helpful and nice. i called their sales department, in the middle of the night, i just wanted to leave a voicemail. at 330am in the morning, the sales guy CALLS BACK!! sadly i had woke him up out of bed, BUT its that kind of support and sales that makes the deal.
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  9. #9
    I used to see a lot of people using them. Seems less and less as time goes on. I think you aren't alone in poor customer support from them.
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  10. #10
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    Jan 2008
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    Indianapolis
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    i almost wanted to cry because of the poor support. it makes me wonder how they even stay in business. I know if my folks didnt provide 100% great customer service, they wouldnt be working long.

    i make sure my clients are happy, cared for, treated with respect and i value their trust in me to host their site. sadly as some of these hosts get bigger, they forget these very SIMPLE customer service points. Shame.

    James
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  11. #11
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    Jun 2007
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    I really hate how all these hosting companies are outsourced. Yes, the people in India will work dirt cheap (no, I am not making fun of anyone), but it doesn't help your business if your clients can't understand what the customer service representative is saying.

    When I had a problem with my router, I called the provider, which is D-Link. I was on the phone for an hour and a half trying to understand some Indian who couldn't explain himself any better than a three year old. At one point where I asked him to repeat an IP he said it as fast as he could, so I told him that if he was unable to fulfill his job duties (speaking clear English and actually assisting the client, instead of acting like a total ***), he should resign his position.

  12. #12
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    Sep 2005
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    In canada
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    Quote Originally Posted by dbihosting View Post
    I used to see a lot of people using them. Seems less and less as time goes on. I think you aren't alone in poor customer support from them.
    I see 2 things happening in near future, people becoming aware of not going with 1 and 1 and hence 1 and 1 shutting down, or 1 and 1 getting sold !!

    Poor customers in both situations will suffer, so there is still time, i know a dude who had 1 and 1 and i had to pm him all the time hey ur site is down again . Its funny with 1and1 u get more downtime than uptime (just from the dudes website situation) he moved to asmallorange and they aint doing any better either

    So, what comes to my mind is that "fools rush in" , not saying all newbies into hosting are fools or anything, but you make hasty decisions when it comes to hosting, you are bound to suffer !!!!

  13. #13
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    Jun 2007
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    I wish someone would buy 1and1 and save those poor customers!

  14. #14
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    Jan 2008
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    Indianapolis
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    give me the money and ill buy it, shape it up and make it the best host in the world.. besides me of course! lol jk
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  15. #15
    Join Date
    Jul 2006
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    647
    I love em. Over two years running and no problems. I've bought, canceled, transfered in/out around 400 domains during that time, had three or so separate instances of hosting accounts... all no problem. I've opened accts, canceled accts, downgraded accounts, gotten refunds during trial periods... all no problem. Maybe The Force is just with me.


  16. #16
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    Indianapolis
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    im shocked.. very shocked that someone has something nice to say.. i requested for the cancel to go through, and its still not done, even after the assured me it was.

    and now, terrance in the sales department along with the rest of the worthless folks in the sales department, keep sending the calls to the india tech support folks, and they have NO CLUE what im talking about. if i was a drinker, i think id be drunk by now. this is by far the WORST company i have EVER delt with in the world. they make lawyers look like angels!!

    oh and the billing department DOESNT ever open. ive tried that extenstion HUNDREDS of times, and NO ONE is ever there..

    James
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  17. #17
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    Quote Originally Posted by pbhosting View Post
    oh and the billing department DOESNT ever open. ive tried that extenstion HUNDREDS of times, and NO ONE is ever there..
    Apparently The Force just ain't with you... I've spoken to their billing department a few times, and they were quite helpful. And the tech support isn't in India, it's generally in The Philippines. Sometimes there's a little difficulty in communication, but I've always been able to work it out with a little polite patience.

    Could I pay more and get American support and whatnot? Yes, I could... but then, I'd be paying more! For me, everything with 1&1 works as it should, so I haven't had to contact their support in quite some while... I've got their system down pretty good at this point, and am doing nothing but reaping the benefits.


  18. #18
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    Jan 2008
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    FINALLY!! after screaming, and getting a charge back filed, im FINALLY getting someone who knows what hes doing.. finally got mark a supervisor in the sales department, to look into getting a package canceled. bless his heart for trying but he caught alot of my anger from the three other sales folks who just kick the call to tech support. so lets see if it gets completed tonight or tomorrow.. ill keep everyone updated.. all i gotta say is i wanna get my domain away from them asap!! come on 60 days!

    J
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  19. #19
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    Jan 2008
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    Quote Originally Posted by dwrunyon View Post
    "...in The Philippines. Sometimes there's a little difficulty in communication, but I've always been able to work it out with a little polite patience.

    Could I pay more and get American support and whatnot? Yes, I could... but then, I'd be paying more! For me, everything with 1&1 works as it should, so I haven't had to contact their support in quite some while... I've got their system down pretty good at this point, and am doing nothing but reaping the benefits.

    im glad it works for you, best wishes and happiness later on down the road. before they used to be ok, in the early days of his website, but now, its just went downhill quicker than a lead brick in water.

    personally id rather pay more and get american support. it saves alot of trouble and poor customer service in the end. people seem to forget, that the foreign tech support folks are representing YOUR business, and to me, when i call somewhere and i get india or the phillipines, it makes me wonder about the business im dealing with. many eons ago i used to be an SBC (now at&t) landline customer, up till the point the sent their customer support/ line trouble department over seas. The day i noticed that happened, i pulled my t-1. Its just poor business.

    my customers come first, and if that means im up all night working with someone because they have a sales question, then thats what ill do. if it means im up all night assist someone with an ftp issue, than that what ill do because my customers come first.

    sorry to rant, but 1 and 1 and been complete and utter heck (sub. any other colorful word you want for heck) tonight, and has been by far, the WORST experience with them EVER.

    james
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  20. #20
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    Aug 2003
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    Phoenix AZ
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  21. #21
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    Jun 2007
    Location
    Chicago, IL, USA
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    I was just charged 2x for my domain. I called billing (within their timezone and they said I am calling outside their hours..)


    Service/Package Unit/Usage Price Total
    .com/.net Domain
    (12/25/2007-12/25/2008 #########EDIT#####.net: $6.99 per year) 12 mo. $6.99 $6.99
    .com/.net Domain
    (01/02/2008-01/02/2009 #########EDIT#####.com: $6.99 per year)


    As you can see the last time I bought from them was 1/2/08 Why would I get billed now? On the 17th?
    Last edited by DWebby; 01-17-2008 at 07:13 PM.
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  22. #22
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    Jan 2008
    Location
    Indianapolis
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    can someone say CHARGE BACK! id be calling my credit card company asap. ive tried their billing department so many freakin times, and its pointless. they are never there, and they dont care.

    so yeah, call ya bank/credit card company and get a charge back issued.. i had to have my client do that tonight in order for them to get the package turned off and the domain released.

    i hate being mean, but its lousy customer service that makes me so angry!

    James
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  23. #23
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    Don't bother calling them. You will be waiting for about thirty minutes, just to be greeted by a person who cannot speak clear English.

  24. #24
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    thats ok, i just found out from namecheap that they cant transfer the domain because 1 and 1 has basically deleted it, but when i check the whois, its still there, and on top of that, they reenabled the whois protection.. UGH! this is enough to make someone go nuts..
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  25. #25
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    Jul 2006
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    Quote Originally Posted by pbhosting View Post
    thats ok, i just found out from namecheap that they cant transfer the domain because 1 and 1 has basically deleted it, but when i check the whois, its still there, and on top of that, they reenabled the whois protection.. UGH! this is enough to make someone go nuts..
    Sounds to me like you canceled it and it is now in the ethers until it would have naturally expired, or is in a 30-45 limbo period. You should be able to get a transfer auth number from somewhere... could be in your cancel.1and1.com panel... I'm pretty sure it gives it to you there when you cancel one, but it may be one of those "write it down now, because it's only given this one last time" kinda things.

    There is a very specific protocol that must be followed when canceling domains with them... step outside of that and you're lost.


  26. #26
    Join Date
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    EU - east side
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    i just found out from namecheap that they cant transfer the domain because 1 and 1 has basically deleted it
    You did say that:
    So being the admin, technical, support, etc etc, except owner contacts on the domain, i call up and say hey, i wanna cancel this domain.
    Looks like they did what you asked.

    Edit: dwrunyon beat me to it. Long thread, took me a while to get to the end of it.

  27. #27
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    Indianapolis
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    well heres the thing, i told them i no longer wanted the hosting package. BUT i wanted to MAINTAIN the domain with them until i could get it transferred to namecheap. but apparently, they deleted EVERYTHING. now they sent an email asking me to confirm the deletion, but if i dont answer it in seven days, nothing happens. so since they screwed this all to heck, im not going to click the links until i can get the domain away.

    i spoke with namecheap, and they are going to go after the registar of 1 and 1 which is some screwed up german company, and get the domain from there. hopefully it works. i didnt ask them to delete the domain, i asked them to remove the hosting package and issue a refund for the 2.5 monthes left in the term.

    if i was a drinker this whole mess is enough to make me an alcoholic! i asked a simple task be completed, and they cant even do it.

    if the domain goes into limbo, i would still be able to get the domain correct? if i understood the whole icann thing, if the orginal owner pulls the domain and transfer it, even after it "expires" he still owns rights to it. is that not true?
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  28. #28
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    Quote Originally Posted by pbhosting View Post
    well heres the thing, i told them i no longer wanted the hosting package. BUT i wanted to MAINTAIN the domain with them until i could get it transferred to namecheap.
    Well then, what you should have requested is a downgrade in package from Hosting to Instant Domain.


  29. #29
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    the people should have been bright enough to know what i was talking about. i mean, i was almost to the point of grabbing finger paints and painting a picture for them. thats how basic i made my request. im not sure how much clearer i could have made it.
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  30. #30
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    Apr 2007
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    U.S.A.
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    I don't have hosting with 1 and 1, but I do host my domains with them.

    Within the last 12 months, I've had to cancel a few domains and I must say that their method of sending you a email after cancelling the domain through the automated system seems to fail. I almost never get the email (since last year) I need to confirm the domain cancellations. I ended up calling their billing/support department to get the domains cancelled.

    Ironically, I never had this issue with their automated system before last year and I've been hosting domains with them over 4 years and counting.
    Hosted by: Hudson Valley Host (6 months+)
    Past Hosts
    : LevelHosting (2 years), Speedy Sparrow (2 years), 5ribu (3 months), Cirtex Hosting (5 years), Powweb (2 years), GoDaddy (2 years), SynergyBox (2 months, defunct), Freezoka (6 months), Peachy Dandy (1 year, defunct)

  31. #31
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    i didnt think it would be this much HEADACHE to transfer a domain out, but apparently im wrong.

    im just floored by the rude customer service, lack of respect for customers, and the lack of understanding of the request. id be ashamed if someone did that in my company. but maybe thats just me, and i have a conscious. idk. im off to bed. this whole mess has warn me out

    James
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  32. #32
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    Quote Originally Posted by pbhosting View Post
    the people should have been bright enough to know what i was talking about. i mean, i was almost to the point of grabbing finger paints and painting a picture for them. thats how basic i made my request. im not sure how much clearer i could have made it.
    They would have perfectly understood "I need to downgrade my package to Instant Domain (or Domain Only)". You've got to read through their FAQ and understand their nomenclature, because that's what they are taught. Sure, it's less than ideal, but as I said before... once you understand their system it works well.


  33. #33
    It has been posted here and elsewhere that when you "cancel" a 1and1 account, all related domains are immediately revoked. They do not survive the cancellation.

    The way to do it is to transfer away first, then "try" to cancel. Trust me, it is not easy.

    I finally got the one and only domain registered by schlund + partner ag (1and1) transferred away a couple of days ago. Yay !!!!

    Why? Last year, the day *BEFORE* the end of registration, the domain quit resolving. They claimed that it had lapsed. Ok, I say, let's renew.
    They say fine, that'll be a $45.00 extra charge. I say, but today is the day before expiry according to whois and my invoices, you jumped the gun. They say, too bad, so sad.

    Knowing that it could not be transferred out while in delete mode, I paid. I vowed to tranfer before the next renewal. This has been done.

    In the meantime, I have been always happy to retell this story ad infinitum.

    BTW, they had to open a dummy account for me to pay them MY $45.00 + RENEWAL FEE because they had already deleted the existing account.

    Furthermore, just try deleting your credit card information sometime. It won't work. Even if you are leaving, and there are no bills pending. It won't work.

    All the stories about 1and1 lead me to one conclusion, they will hold you hostage for any little reason, and they will hang on to your credit card info to help them do this.
    Last edited by plumsauce; 01-18-2008 at 02:17 AM.
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  34. #34
    Missed the edit time window.

    One of the reasons that you cannot delete or otherwise obfuscate your credit card info, is that they presume that you are going to input new info, and they run out and pre-authorise $6.00 on your credit card, obviously this defeats just deleting the info. There is *no* just delete the card button.
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  35. #35
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    Oct 2007
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    United States
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    This is to bad. I usually see people recommending 1and1 hosting to people. I didn't know the other side of the story...
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  36. #36
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    the only GOOD thing i can say about 1 and 1, is its cheap.. you get what you pay for. cheap hosting, cheap customer service, cheap tech support (WHICH is only there from 8 am to 8 pm glad support issues only happen 12 hrs a day!!)

    James
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  37. #37
    Quote Originally Posted by Dan Burtan View Post
    They overbilled me for some "registration fee" and when I called them it was aggravating because their phone support was outsourced in India.
    The now (in)famous RegistryFly outsource(d?) to India as well, and their customer relations were a joke.

  38. #38
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    Jan 2008
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    Indianapolis
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    HOLY HOT MOSS!!! I FINALLY got someone who cares about customers. Allen inside the sales department infoline, FINALLY figured out what was happening and got it all fixed.

    BLESS YOU ALLEN IF YOU READ THIS!!

    what 1 and 1 did, was delete the hosting, NO BIG DEAL. but my saving grace is they set the domain to soft expire (which would expire next year) and the domain is clear to be transferred. he even sent me an email just to confirm i have the right epp code listed. bless you allen!

    he stated that the sales guy that did this mess should have sent me to their retention department, and never should have messed with it, or transferred me to the india support department.

    so thankfully after many phone calls and hours of worrying. ALLS WELL!! now that im free and clear except for one more domain WITHOUT hosting, i will be DONE completely with 1 and 1

    James
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  39. #39
    I'm glad your issues were sorted out!

  40. #40
    Join Date
    Jan 2008
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    Indianapolis
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    thanks, so am i!! i was so ready to pull my hair out. Im just glad to see that there are people that havent lost touch with true customer service.

    thanks everyone, including the moderators for letting me vent on this issue, and to show everyone the types of problems experienced with this host.

    James
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