[lwhitmore]

My short answer is to avoid 1and1 if you can. I've been with them for around 3 years - and they've got steadily worse. They're okay, until you need support. I thought their prices were reasonable, and one of their main advantages - but they're not actually that cheap, and once they've got you involved in a billing cycle, it's very difficult to get rid of them.

Changing web-hosts is a hassle – but after being pushed a little too far by 1and1, I decided that enough was enough. After doing some research I found a superb web-host who charge half as much as I was paying with 1and1; I'm completely shocked how much better a host can be.

I dislike 1and1 for the following reasons:

billing errors
I've had emails and billing responses sent to me in error - requesting I pay x-amount of money. Responses have sometimes been completely unintelligible half-complete replies to other customer's queries. I got to the point where I had absolutely no confidence in the company at all.

unexplained downtime
There have been times when I've been unable to access my webspace / website, and databases associated with my account; unluckily for me this occurred while I was demoing a site to a client. I received no apology or explanation from 1and1; rather than own up, their policy seems to be to hope customers won't notice.

automatic account locking
At one stage I was unable to make a payment because the billing departments IT system was down. Subsequently my account, was locked and sent to a debt recovery agent, making all my domains and sites unavailable for nearly a week.

no flexibility
To get anything more than basic hosting, expensive upgrades are needed. The level of functionality vs. cost often seems arbitrary; for example - why should I pay over £72 pounds a year extra just to receive SSH access?

no follow up to complaints
I've sent complaints on numerous occasions and not received responses. When I have received replies, they've been 'stock' replies - standard templates. They don't listen and it's impossible to speak to anyone who can actually help. Everything is run according to scripts.

automatic rebilling
I cancel my account - they respond; not by refunding me the money I'm owed, but by re-billing me for each domain previously registered, using brand-new two year contracts!

I sound like I'm ranting - and I suppose I am. I'm just deeply dissatisfied with this company - and still slightly shocked that they can get away with such levels of incompetence.

Avoid 1and1 like the plague - there's no such thing as a free lunch.