Recently there have been lots of problems with 1and1 and their mail servers. As a 1and1 customer (this site is hosted on a 1and1 server), I have been unable to get reliable email delivery for the last three days. I have tried sending an email to customer services (well…), I have tried using their online contact forms and I have scoured their home page for information on the outage. Nothing. Nothing at all. Nothing to tell me if it is my problem or their problem, no idea of how long it wil last or any possible solutions.

Fortunately today I found an article on the Register where 1and1 make the following statement:

Yesterday, a number of UK customers experienced some delay in receiving inbound email. The delay was due to a surge in email volumes over our email servers. Our email system continued to receive all email during this time, with only its delivery to inboxes being delayed.

The email delay was handled according to set procedure, emails were queued and stored and no email was lost during this time.

The technical issue was resolved and all emails involved are being delivered safely. Only 1&1 email users were affected.

We sincerely apologise for any inconvenience caused to our customers due to the queuing of emails.

Today, 1&1’s UK Customer Control Panel was temporarily unavailable for a very short time whilst systems were maintained.

Now, correct me if I am wrong, but are customers of 1and1 now expected to have to search the Register to find out about service outages and problems? Not only that, but the problem was certainly in place before yesterday and as of 1815 hours (GMT) today it was not fixed.

I am truly amazed that 1&1 thinks it can demonstrate such an appaling level of customer service. Why is there no server status or service information page?

Sadly, given the consumer apathy prevalent in the UK, I suspect they will still be “top webhost” this year.