Claranet Deutschland Reviews 

Another long term Claranet customer of nearly two decades. They are sending out emails at short notice saying customers must upgrade to continue the service. The increase in fees is 400%. But as it happens you needn't. You can continue on the current basic SOHO. Other complaints ignored and a company that use to treat customers with respect now treat them with utter contempt.

I've reviewed claranet before on Trustpilot (the soho site), and I think I'm in danger of coming across like Employee of the Month, but in my experience they really are a class act.

Yesterday, one of their suppliers suffered a hardware failure which meant big problems for customers wanting to use email.

I rang to find out what was going on. The phone was answered within 30 seconds and they reassured me that they were investigating the issue.

Throughout the day they regularly posted informative updates on their service status page.

I wish all ISPs could handle problems like this (yes, Plusnet I'm referring to you).

I've been a UK customer of Claranet's for 17 years. I've had various hosting packages (currently on their shared hosting 'business' package), broadband (most recently fibre) and hosted voice (VOIP) - a combined yearly spend of over £1500. I feel that their customer service for small businesses like mine has deteriorated over the years - the impression I get is that only seem to be interested in the big players. I just tried their SOHO customer support line at 2pm on a Saturday afternoon to see if they can help with a problem we're having downloading my site from the server via FTP. The chap who took my call was incredibly unhelpful (condescending and quite rude actually) and basically told me that he's only there on the weekend to deal with service issues and that I should call back on Monday. Nice. Don't advertise that your support lines are open on the weekend if you're not actually willing to offer support! This is the final straw for me I'm afraid Claranet. I'm moving. Unless you enjoy being passed from one department to another, and only ever need to speak to someone Monday to Friday during normal business hours, I would not recommend Claranet for any of the services I've used (webhosting, broadband supply or hosted voice).

I write this review having been a customer of this company for over twenty years. Things change.

My early experiences with this company, as a consumer, were very good.

However, over the last few years, things have changed.

Our charity address has moved, some five hundred meters, and I called Claranet in advance and spoke to a fellow giving him full information of our dates and move and our new address. I explained that we are a UK education charity and rely, as most people do today, on an internet/wifi service.

On the move date, some 12 days ago, it appeared that that we were not receiving an internet connect at the old or at the new address.

On querying this, I was told, that there was no record of my original call. If there was jo record, why had the internet connection at the old addressed been stopped?

I was also told that we would have to start a new contract, even though the old one was still being paid for and was some twenty years old.

I could not persuade Claranet to change their mind

I was told that a contract would be emailed to me, within three working days. I was told because of the mix up, we would be priority. I was told that after I agreed the contract, the contract would be sent to B.T., my telephone provider, and then it would be up to B.T. make everything work again and this could take a further TEN days.....Have I confused you yet?....We were more confused

No contract has appeared today, it is now five working days, having called Claranet yesterday.

So nothing would have been sent to B.T, my phone company and then it could be a week or more before the charity received Wifi/internet connection.

It is all a mess with me constantly telephoning Claranet and not succeeding to receive anything from Claranet other than monthly charges for a service that our Charity is receiving.

The only way this Charity is able to get emails is by me using Starbucks cafe's wifi.....which we do not have to pay for.

I would strongly advise anyone thinking of using Claranet to think more than twice