One.com is one of the more popular web hosts in Europe. I’ve been curious about them since early 2013 and I’ve been checking them out quite frequently since then. Their prices are a bargain and it seemed like their plans are perfect for small sites, so I finally decided to try them out last October 2013. Unfortunately, the quality of their service that I experienced was nowhere near what they promised!
Incompetence at Its Finest
I hosted one site with them. The site was just a simple travel/tourist information site about a local city. It had 14 pages and a couple pictures. No databases, no complex scripts, nothing that would crash a shared server. About a month after I launched the site, I received a notice that my site was suspended because I was using too much resources. I was appalled and surprised — how on earth could I use too much resources on this site when I was only getting 100-300 page views per day?
I contacted support through live chat and asked how my site could have exhausted my account’s limits. They told me I should submit a ticket and they were going to look into it. Alright, fair enough. Four hours later, I received a response, saying my account was suspended because I used too much bandwidth. Okay, so it took them 4 hours to basically repeat what their initial notice said. That’s impressive…not. And what did they just say? I used too much bandwidth? I’m well aware that unlimited hosts often have worse limits than hosts who offer guaranteed resources, but this was just unbelievable considering my site only had a maximum of 300 pageviews per day!
A day later, my site was still suspended. I got on live chat to get a better explanation about my issue. The support rep said my account was suspended because it contained “abusive material.” That made me go “what the hell?” even more, as my site was all about TRAVEL and TOURIST SPOTS. There was absolutely nothing illegal. There wasn’t even stuff about red light districts — just 100% worksafe, PG-rated content.
I asked them what content was “abusive” and I’ll remove it ASAP so they can get my site back online. They couldn’t give me a definite answer. All their responses were vague, and there were instances when they’d tell me that I was just using too much bandwidth.
I rechecked their terms and I found this bit about their bandwidth:
Traffic is basically unlimited. However, traffic must be normal in nature and not disrupt that of other customers. If a customer’s traffic disrupts that of others, One.com reserves the right to close the customer’s web space without notice and/or make a separate charge for the traffic. One.com reserves the absolute right to decide whether or not traffic is excessive. On closure of a web space, no refund will be made of any subscription paid in advance.
Source: One.com Terms of Service
Right. I signed up thinking that less than a thousand pageviews per day wouldn’t “disrupt” other people on the same server. I guess what happened was they simply executed the second to the last sentence above (in bold) and decided my site which had 300 pageviews a day was getting excessive traffic. Damn, I bet those monkeys’ servers are only capable of hosting sites which get 10 visits a day…
It was a confusing and crazy experience so I decided I’d move this little site of mine to another host. I just couldn’t bear having to deal with a bunch of incompetent people who are good at nothing but lying and making up excuses. I asked for a refund, but they told me they couldn’t refund me because I violated their ToS. Fine, maybe that’s how they made most of their money anyway. It seemed to me that they force users to sign up for a year of hosting (they have no monthly plans available) and then suspend the accounts so they wouldn’t be eligible for refunds.
Thankfully I had backups so I just moved that site to another provider, worked on it for one more month, then later on sold it for a decent amount of money. That One.com experience was one hell of a nightmare that I wouldn’t want anyone else to go through!
Now if you asked me to rate their customer service and support, I’d give them 0.5 out of 5. A half-star rating for their support team is already very generous. I am giving them 0.5 simply because they exist, even though the whole time I was using One.com’s services, I felt that real support was non-existent!
One.com says a million customers can’t be wrong for choosing them. While I believe that it’s possible they have at least a million clients, I don’t believe these people could count as “happy customers!” I say these people must be too oblivious (or busy with other things) to even care about their websites. You know those people who only remember they’ve got a site when they receive an email notification saying their domain is going to expire in a couple of days? Yep, I bet those people comprise most (if not all) of One.com’s “1,000,000 customers who can’t be wrong.”
If you are going to build a site and then going to forget about it for months, then go ahead and sign up with One.com. I’m sure you won’t notice any problems at all. If you’re serious about your site, and you don’t want to deal with lousy service and incompetent staff then you should avoid this host at all costs!