1 & 1 Internet (one and one internet) Complaint

Reviewed by ssnb Please Improve

0

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.

Case number: C98474634 / C98558987

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