Updated Customers of web host 1&1 Ionos are complaining of a lack of communication after the company suffered a day-long server outage that pulled some websites offline.
On Tuesday call centre staff lost access to support tools they need to answer customer queries.
Far more seriously, a major server outage yesterday left customer websites unavailable for the whole day. The company also had problems with its online accounting service.
New customer Neil Walker tweeted:
@ionos_help_uk Need URGENT help. Newly transfered domain cannot be reached about 18 hours after transfer. Support telephone lines not answered. Callback not happened. 'Personal Consultant' is 'not available'. Chat has 'No one available to help you right now'. Service??— Neil Walker (@naw56) April 17, 2019
Petros Petrou expressed frustration at the length of the outage:
8 hours down and counting incredible (only 1and1 can achieve this)— petros petrou (@petrospetrou30) April 17, 2019
Other Twitter users asked whether there would be compensation for customers.
The company's status page warned that "some websites may be inaccessible", identifying the problem as a "server outage" at 06:50 BST yesterday morning. It was not until late last night, at 22:32, that the issue was marked as "resolved".
We've contacted 1&1 Ionos for a statement and will update the story if we hear back.
1&1 became 1&1 Ionos when it teamed up with German cloud specialist ProfitBricks in October 2018. ®
Updated at 1320 UTC on 18 April 2019 to add
1&1 Ionos has been in touch to say: "Shortly before 3am on April the 17th 2019, there was a brief failure of the external power supply (public grid) in one of our data centres.
"For when such cases occur, we have UPS systems and emergency power generators that ensure power supply is uninterrupted during an emergency. One of the five UPS systems in the affected data centre suffered a technical malfunction, which meant several servers suffered a temporary loss of power and had to be restarted. As file systems had to be repaired after the power failure, some servers were not immediately available again. We're continuing to look into the cause of the error of the affected UPS system, however all UPS systems are working properly again."