User anger over 1&1 disruption

User anger over 1&1 disruption

Summary: Small businesses suffer continuing outages of 1&1 service, with '80 million' emails queued up

SHARE:
TOPICS: Networking
6

Customers of hosting firm 1&1 Internet have been plagued by email difficulties this week.

1&1 sells services such as web-hosting, domains, servers and email to many small UK businesses.

But this week customers have faced extended delays in receiving email, with one user complaining of an outage lasting since Monday.

It appears that two different problems have caused the disruption. 1&1 said the problem initially was caused by a surge in incoming email, causing delays. The ISP said this had been addressed by Thursday morning.

However, further technical problems mean the disruption has continued. "Following an important update to our mail server software and the subsequent restart of the mail servers, there have unfortunately been further delays in the delivery of incoming email," 1&1 explained. It claimed that as of Friday morning, the delay was two hours, but that disruption would continue throughout the day.

Share what you know

Tell your ISP tales

"After 5 years i'm finally looking at a new ISP." Share your good and bad experiences of service providers here.

Join the discussion +

One user told ZDNet UK that she had been virtually without incoming email all week. Wendy McAuliffe, a director of Liberate Media, a public relations firm, said: "Our business relies heavily on email correspondence, and to have a drastically reduced email service for an entire week is totally unacceptable. To date we have received no explanation or apology. We have had to put alternative measures in place with no assistance from 1&1 Internet."

1&1 refused to say whether it would offer compensation to its customers, saying it was concentrating on reducing the delays. It said unhappy customers should contact its UK complaints department.

McAuliffe said that 1&1 had made no attempt to contact her and that its telephone lines were continually engaged. After finally making contact with the company on Friday morning, McAuliffe was told that 80 million emails were still queued.

1&1 told ZDNet UK on Friday afternoon that "several million" emails had been queued at the peak of the disruption, but denied that it reached 80 million.

No other 1&1 services are affected and the company says that no email has been lost.

Topic: Networking

Kick off your day with ZDNet's daily email newsletter. It's the freshest tech news and opinion, served hot. Get it.

Talkback

6 comments
Log in or register to join the discussion
  • No problem here...

    I've been with 1&1 for years and I've never had a problem with any services, including during this outage. When you handle as much traffic as they do I find it quite impressive that this is the only outage heard of in so many years. 1&1 are great even if they have a lousy PR department.
    stevenaaa2
  • Not so impressive

    Thanks for your comments 229269. I'm glad you didn't face any outages. But I am going to disagree with you on two fronts. Outages and delays like this are not good for customers, whatever the reason. And on your point of bad PR, I actually think 1&1 have handled this quite well. Although its communication with its customers might have been better, the company has taken the time to explain to us (well that's a start) what went wrong, and it's not trying to hide from its mistakes. So a thumbs down for the outage, and a thumbs up for honesty, from me.
    RichardThurston
  • Email and DNS issues and no customer support

    If a week without email wans't bad enough they randomly reset all our dns entries on tuesday and we couldn't change them back again. Also our new Virtual Server complained about having no memory with only plesk running on it. No support whatsoever,
    1000265567
  • Email and DNS issues and no customer support

    If a week without email wans't bad enough they randomly reset all our dns entries on tuesday and we couldn't change them back again. Also our new Virtual Server complained about having no memory with only plesk running on it. No support whatsoever,
    1000265567
  • 1&1 are a very poorly-managed business - I had no end of problems with them

    I ended up receiving compensation from 1&1 after a string of bad experiences with their hosting. After three years as a customer I had to leave. It took two months for my complaint email to be acknowledged, and only after I chased them and published my experiences on my blog. The full story is here:

    <a href="http://www.chrisbeach.co.uk/view/tech/avoid_oneandone_internet">http://www.chrisbeach.co.uk/view/tech/avoid_oneandone_internet</a>
    ChrisBeach-b4d74
  • Share your ISP story in this forum

    Thanks for the comment. If you'd like to share more details, why not take a look at this <a href="http://www.zdnet.co.uk/forums/0,1000000782,39286551-39001040c-20084505o,00.htm">forum</a>, "Tell your ISP tales," started by a ZDNet UK member?
    Karen Friar