Claranetsoho Reviews 5

I have been with claranet for 30 years when they were brilliant but now they are useless. Finally, I asked for the code to leave from one of my four domains but their webmail suddenly shifts to not letting me send an email request to another domain account and bounces the first instruction. I didn't know they could do that. I called, but "all the managers are in a meeting, please can I have a job number" fo the AI robot.

I cancelled my website and account with the company some months ago. The cancellation was efficient, my website disappeared the same day and my email successfully transferred to a new provider. I assumed that was that. Imagine how I felt a few months later to find the company had emailed me to say that they would be taking money for their bronze service for the next year's subscription in a couple of weeks time. On contacting the Clara.net I was informed that although I had cancelled the service I should have contacted their accounts department separately to cancel the bronze contract and that the service was still in place. When I asked what service? They told me it was the bronze service. I pointed out that they were not providing any email service to me or any web hosting but it fell on deaf ears. I was lucky in that I had moved my old email address to my new provider - had I not, I would have been unaware that I was being charged. The accounts department has now assured me that they have cancelled my account but I will be watching my bank statements to see that nothing is charged.

Generally reliable but a frustrating company to deal with and far too expensive for what you get. Generally about 2 to 3x dearer than alternatives for web and email hosting. They don't support TLS or SSL so not useful for a modern web site. They don't support SFTP only FTP so not very secure uploading your web site files. Everyone else I've dealt with supports secure FTP. Their php and mysql versions seem to be out of date continuously, only upgrading years after all other hosts have. They have boasted that this gives them superior reliability which is something their customers demand, and they patch up old versions instead of offering more modern versions of PHP. I mentioned this to other web developers and they said it was totally unacceptable and I should find a new host. Their telephone support is good but email support is generally terrible, they close tickets without explanation, so you are unsure if they are resolved it or are refusing to deal with via an email ticket, suggesting you call their number for assistance. Very annoying. What is the point of email tickets if they refuse to respond to them 70% of the time? If they at least gave you a one sentence explanation of why the ticket was closed it wouldn not be as bad but they evidently feel it is above them to do so. I complained to one of their sales people about this once but it didn't make any difference. Any email ticket you raise, regardless of department, goes straight to the technical support team. I tried to call the sales department the other day and was on hold for 40 minutes and gave up. Then I called the technical support line and got through in a minute. Support is only available during office hours and not at weekends. This is not serious. I would not recommend.

Been with Claranet since before 2009. Just been notified with 30 days notice that cost of renewing my package has jumped from £36/year to £120/year. Phoned support but it's either pay or leave. Other people seem to be in the same boat but are leaving their Trustpilot reviews on the claranet.de pages for some reason, check those out too...

I changed my email password and found that webmail no longer worked. With a sinking heart I called claranet customer support, expecting to be kept on hold for ages (like plusnet) then have a frustrating conversation with someone who didn't really know what they were talking about.

But the phone was answered within seconds by an extremely competent technical support person who sorted the problem in very efficient fashion.