I would never recommend this company. The customer service is a scam: incompetence (I was two months without internet because they were unable to activate my router) and lies. They promised to call ba... See more
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See what reviewers are saying
I gave 4 stars for the ladies, doing a wonderful job at 1und1 customer service.... it has always been strange attitude with most men at 1&1 ... they hardly help or solve my complains or make me unde... See more
Had been a customer for over 3 years. Initial installation took 3 months. Now, moving an address has been very difficult despite the initial assurance that the internet will be moved on a certain date... See more
Jonathan was providing a great support. He tried to address all my inquiries patiently (as I am new in Germany), even though his English is not perfect for himself, he was willing to help and in my op... See more
Company details
Written by the company
1&1 zählt mit rund 16 Millionen Kundenverträgen zu den führenden Telekommunikationsanbietern in Deutschland und bietet DSL-, Glasfaser- und Mobilfunk-Tarife mit flexiblen Vertragslaufzeiten und ausgezeichnetem Service an. Im Mobilfunk umfasst das Angebot faire und günstige Tarife mit bis zu 300 MBit/s 5G-Highspeed in einem modernen, bundesweiten Mobilfunknetz. Das 1&1 Mobilfunknetz basiert auf der neuartigen Open-RAN-Technologie und liefert messbare Vorteile bei Stabilität für Alltag, Pendeln und mobiles Arbeiten. Im Festnetzbereich bietet 1&1 DSL sowie Glasfaser. Die vielfach ausgezeichneten Tarife überzeugen durch leistungsstarke Gesamtpakete, die breite Verfügbarkeit, hohe Geschwindigkeiten und ein starkes Preis-Leistungs-Verhältnis kombinieren. Immer wieder in unabhängigen Tests bestätigt, ist 1&1 ist mit leistungsstarkem Netz, einfachem Wechselservice und ausgezeichnetem Kundenservice eine starke Alternative. Zusätzliche Vorteile wie die komfortable Online-Bestellung, eine Lieferung bereits am nächsten Tag und vieles Weitere runden das Angebot ab. Fragen oder Anliegen? 📱 Bestell-Hotline: 0721 / 9605727*📱 Kunden-Service: 0721 / 9600* *Anrufe zu Ihren Festnetzkonditionen, aus den 1&1 Netzen kostenfrei.
1&1 Internet AG
Written by the company
Contact info
Elgendorfer Straße 57, 56410, Montabaur, Germany
- 0721 9600
- info@1und1.de
- www.1und1.de
3.4
Average
51K reviews
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1&1 very good heelping service
November 3, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Mr. Georgiev,
thank you for nice words about your previous contacts with my colleagues and your positive review here. 🙂
Kind Regards
Martin Meyer, 1&1
Reply from 1&1 - Internet & Mobilfunk
Hallo Mr. Jixvashvili,
thank you for your positive review on this platform. 🙂
Kind Regards
Martin Meyer, 1&1
I would never recommend this company
I would never recommend this company. The customer service is a scam: incompetence (I was two months without internet because they were unable to activate my router) and lies. They promised to call back, they did not. They said they will reimburse me but they did not. They don't follow up email discussions. Looking forward to changing provider!
October 22, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello G S,
I'm extremely sorry to hear that you had such negative experiences with our 1&1 customer service. The activation of your 1&1 DSL connection and the corresponding router should not be an issue at all. Also, promises of any kind should be kept, of course. I can only apologize for the inconveniences that you had to experience so far. If there's anything that I can do for you in order to assist you with the issue, I'd like you to get in touch with me via email at trustpilot@1und1.de (Subject "TP 19519043"). If you choose to do so, please use the email address that's been verified in your 1&1 Control-Center, and put your contract number and phone number in the text box of the email to make sure that it can be correctly allocated to your 1&1 customer account.
Information regarding our data protection regulations can be found here: https://www.1und1.de/Datenschutz.
Best regards
Manuel Riedel, 1&1
Reply from 1&1 - Internet & Mobilfunk
Hello Ciprian Ilie,
thank you for your kind words about our service and your positive review here. 🙂
Best Regards
Martin, 1&1
Extremely poor communication and repeated failed activation — nearly two months without internet
I placed my order for Glasfaser on 5 September 2026. I was explicitly told that the Freischaltung would take place on 25 September 2026 and that no technician would be required.
However, on 25 September a technician did come to my home for the activation. As I was not at home, the appointment could not take place. Instead of being able to arrange a new appointment immediately, I had to wait several days.
A new appointment was scheduled for 8 October 2026, but it did not take place for reasons that were never explained. I was not informed in advance and simply waited at home for someone to arrive.
Another appointment was made for 14 October 2026. I was at home, but shortly beforehand I received an email stating that the activation would instead be carried out remotely on 15 October 2026. Later, this was cancelled as well, again due to undisclosed technical reasons. The new date given was 26 October 2026 — almost two months after I placed my order.
Throughout this entire period, I have been without a proper internet connection. Calling customer service has not helped: the staff are unable to provide any concrete solution and, in my experience, simply end the call.
I find this level of service completely unacceptable. After three failed or cancelled appointments, I have little confidence that the appointment on 26 October will actually go ahead. I expect either another last-minute cancellation, no notification at all, or another vague “technical issue.”
I am asked to be patient, but this is not reasonable. The lack of reliable communication, the repeated cancellations, and the absence of any effective support are extremely disappointing. This is not the service customers should receive.
October 14, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Anne-Marie,
thank you also from this end for the nice talk regarding the activation of your 1&1 fiber optics connection. As mentioned within our call, I've sent you more information and the upcoming steps via e-mail. I again want to express my apologies here, for the issues that have happened regarding the date of activation and that you're without internet for such a long time. If any more questions come up, or if you seek for further support on this or other topics, simply answer my writing.
Kind Regards
Martin Meyer, 1&1
Friendly,reliable and also they didn't…
Friendly,reliable and also they didn't take long to answer my call
September 16, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Mr. Oselu,
I'm glad to read, that you've quickly reached my colleagues and I want to thank you for your kind words about their work, as well as for your positive review on this platform. 🙂
Kind Regards
Martin Meyer, 1&1
Reply from 1&1 - Internet & Mobilfunk
Hello,
thank you very much for your positive review and your recommendation! 😊
Kind Regards
Martin Meyer, 1&1
They cheated me by providing incorrect…
They cheated me by providing incorrect information, and after I signed the contract, they changed it.
August 25, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Mirza Majid Baig,
I'm sorry if you were given any incorrect information by my colleagues, but we don't usually don't make unilateral changes to contracts without consulting or notifying you first. I would be happy to take a closer look at this with you and do my best to resolve the issue. To do so, please e-mail me your contract- and callback phone at trustpilot@1und1.de (subject: "TP 19426366") using your e-mail address verified in the 1&1 Control-Center. You can find all the information on data protection at https://www.1und1.de/Datenschutz.
Kind Regards
Martin, 1&1
Good tech, TERRIBLE business model
1und1 customer since 2019. Fairly happy over the years. Recently “bought “ “2for1 deal “ on iPhone 17. Didn’t need two, but the service rep kept saying it was only 2for1, so I agreed. They sent two while I had to be out of the country. Came back home to find a 700 euro bill, extra sims which I did not order, and multiple contracts which never got cancelled. And now they have pushed the whole package to a bill collector.
Contacted 1und1 MULTIPLE times, spoke on the phone , followed the directions for writing an email explaining I didn’t order all this stuff and YES, that I CANCELLED THE OLD CONTRACTS. And then got an email stating everything should be in German. Did that. Now, nothing. They are good enough to take my money for years, but when I ask for help, not good enough to help me solve the billing problem. Terrible customer service.My recommendation : Take your business elsewhere - especially if your German is A1. Really unprofessional business model.
August 24, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Ms. Olsen,
I'm extremely sorry to hear that contracts were ordered that you don't need. I totally understand that some things can get lost in translation if there is a language barrier. But what you've experienced should never happen nonetheless. Generally speaking, 1&1 currently doesn't offer a support hotline specifically for English support. However, my colleagues and I from the 1&1 social media team will gladly assist you in English.
If the 30-day revocation period for the contracts that you don't want has already passed, I cannot make any promises. However, I'd still like to take a closer look at the whole situation and don't want to leave anything untried. If that's in your interest, too, please don't hesitate and contact me via email at trustpilot@1und1.de (Subject "TP 19415209"). If you do so, please use the email address that's been verified in your 1&1 Control-Center and put your customer number or contract number in the text box in order for the email to be correctly matched to your customer account.
Best regards
Manuel, 1&1
Worst customer service experience I…
Worst customer service experience I have ever had.
My home internet suddenly stopped working, even though I have been paying for it every month. Both my husband and I work from home full-time, so this is not a small inconvenience, it completely disrupts our livelihood.
I spent an entire day calling customer service, only to be passed from one agent to another with no real help. Each rep asked me to verify my information five times in a row and then hung up on me. I was told a technician would come the next day, no one showed up. When I called again, I was told there was no appointment at all and that the earliest available visit would be in two weeks.
The attitude was shockingly rude and dismissive. I was even told, “This is Germany, this is how things work here,” as if that excuses the lack of accountability and shifting the blame on me.
To make matters worse, another agent later told me that I apparently haven’t had an active connection since June, so I have been using someone else’s connection which makes absolutely no sense considering I’ve been using and paying for the service the entire time. So not only is my connection gone without explanation, but no one can even clarify what happened or fix it promptly.
There is also no proper English-speaking support, which makes an already stressful situation even more difficult.
I have never felt the need to leave a negative review before, but this experience was beyond frustrating. Completely unprofessional, disorganized, and unwilling to take responsibility. I would strongly advise others to think twice before choosing this provider.
July 31, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Ms. Ecklund,
I'm really sorry to hear that you had such negative experiences with our 1&1 customer service. I can totally understand that the situation in itself is already frustrating enough but is made even more difficult by the language barrier. Unfortunately, we don't have a 1&1 hotline specifically for support in English. However, my colleagues and I from the 1&1 Social Media Team will gladly assist you in English.
So if the issue hasn't been resolved yet, I'll gladly have my colleagues from our technical department take a look and find a resolution so that you and your husband are online again as soon as possible. If you'd like to take me up on my offer, please send me an email to trustpilot@1und1.de (Subject "TP 19378393"). Please make sure to use your email address that's been verified in your 1&1 Control-Center and put your contract number or customer number in the text field. The last part is necessary for the email to be correctly assigned to your customer account.
Best regards
Manuel, 1&1
Reply from 1&1 - Internet & Mobilfunk
Hallo Herr Stroh,
vielen Dank für Ihre Bewertung und lieben Worte. 💙
Freundliche Grüße
Martin Meyer, 1&1
The worst Customer service that has ever existed!
If you are trying to buy a contract Laptop with them, just be prepared for the worst experience. Their only interest is in the money you pay first. They took 3 weeks to deliver a laptop they had claimed will arrive next day! then they proceeded to cancel my contract and demand I return it. They are actually a bunch of bullies!
July 9, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Mr. Katamba,
I'm really sorry to hear that you've had such troubles after ordering a contract with a laptop from 1&1. Depending on different factors, it can happen that an order is cancelled from our side. However, that usually happens long before the hardware is even sent out, and you're usually informed about the reason by email or letter. Without further information, I can't promise that I'll be able to retract the cancellation. But I'll gladly check if I can find out the reason for it. That might help to prevent any difficulties with further orders in the future, independent of the provider. If you like, please send me an email to trustpilot@1und1.de (Subject "TP 19336263") as the first step. Please make sure to include your contract number and phone number so that the email can be correctly allocated to your customer account, and use the email address that's been verified in your 1&1 Control-Center.
Information regarding our data protection regulations can be found here: https://www.1und1.de/Datenschutz.
Best regards
Manuel, 1&1
SHOCKING CUSTOMER SERVICE AND…
SHOCKING CUSTOMER SERVICE AND TREATMENT!
I was a very happy 1&1 customer for 5 years. In April I changed apartments and moved in with my partner who already has an existing internet contract. I cancelled my 1&1 contract in March, a month before moving via the customer portal. I also phoned them, and a customer service agent clearly stated that all was signed off and my contract was successfully cancelled. EVERY MONTH THEY CHARGE ME FOR INTERNET THAT I HAVE NOT USED SINCE APRIL. Every call center agent I speak to on phone and email say that they have no record of me cancelling my contract, despite me sending them the email proof that I did. I have confirmation of my cancelled contract and yet they won’t stop charging me. Please, spare yourself and do not trust this company.
June 24, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Ms. Merts,
regarding the the cancellation of your 1&1 contract, I got in contact with my colleagues. I was now informed that they've sent you an e-mail for this, which clears everything in all detail. Please give it a look when you find the time.
Kind Regards
Martin, 1&1
Absolute worst internet service…
Absolute worst internet service provider in Germany! Especially for expats.
-Claim to have English assistance via email but then response with "Please resend your email in German"
-Had countless issues with contract setup.
-Got told multiple times my contract doesn't exist in the system
-No technician offered when taking my Wi-Fi contract to a new apartment led to 3 months without Wi-Fi and being charged for those 3months
-I was informed that cancelling your contract via the app automatically leads to a 1 year extension of the contract unless cancelled in a very specific way.
I've spoken to very few individuals actually friendly and willing to help and for them I give 1 star but the company lacks in every other way!
May 4, 2026
Reply from 1&1 - Internet & Mobilfunk
Hello PagesofTaylor,
I'm deeply sorry, that your experiences with my colleagues weren't satisfying and that you, because of that, rate us and our services this way. Unfortunately not all of our teams offer English support at that moment, which most likely was the reason, why my colleagues asked you to resend your e-mail in German. In cases like this, I recommend you to copy and paste your text into a translation software.
I also want to apologize, that issues arose when you wanted to set up contracts and that the move of your line came with 3 months period without internet access. Same goes for if my colleagues have been unable to support you to the needed extent in those regards.
About the termination of your contract, it's generally correct that the minimum contract term shown in your 1&1 Control-Center elongates automatically for a year, once it reaches the point where it's less than a month away from it's usual end. However we always follow the contract term laws and end contracts according to them. So when issues like these arise, we'll gratefully help to adjust contract terms accordingly.
If there are still any uncleared points that you would like to discuss, I'd be happy to assist and would like to show you, that we can do better. For that, please e-mail me your customer-, contract- and callback phone number at trustpilot@1und1.de (subject: "TP 19285616") using your e-mail address verified in the 1&1 Control-Center. You can find all the information on data protection at https://www.1und1.de/Datenschutz.
Kind Regards
Martin Meyer, 1&1
Useless company, 0 stars if I could.
I ordered an upgarde phone as my old one is playing up. I receieved confirmation and then 2 days they cancelled the order becuase I had a virus or trojan and also closed down access to my 1 and 1 account.
Absolutely no help at all from anyone, until finally got an email from FRAUD department to call them. SO called them, no security checks were done to make sure it was actually me, said oh yeah because you had moved we cancelled it. Not on hold, cancelled, but that he would fix my access and order would be sorted.
He didnt fix sh*t. But because the case was closed I now had to go through everything again from the start. Finally got someonewilling, able and competent who fixed access to 1 and 1 control centre, but as order had been cancelled noothing they could do.
So tried ordering same phone, but package was different, more expensive and now they wanted a deposit as well.
Trying to get through I want to complain I get hung up on, saying can you speak English please as my German is not good enough for technical discussions.... hang up.
May 15, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Mr. Borman,
first, I'd like to take the opportunity to apologize for the inconveniences that you had to experience simply because you wanted to order a new phone. That process should, without a doubt, be far less complicated than it was in this case. I'm glad to hear that one of my colleagues was eventually able to help you out. That the package was different the second time you ordered the phone most likely had to do with the fact that our offers and sales change regularly. My colleagues and I are only able to present you our offers that are active at that time. So I can imagine that those had changed in the meantime. I'm really sorry about that. A security deposit is automatically generated if deemed necessary by the automatic credit check that all orders go through. I can only imagine that it happened due to what had transpired before with your account.
Generally speaking, 1&1 doesn't offer a hotline specifically for support in English. So if you have any questions or requests, please don't hesitate to get in touch with my colleagues and me from the 1&1 social media team. You can reach us via email at trustpilot@1und1.de. If you choose to contact us that way, please use "TP 19275917" as the subject and use the email address that's been verified in your 1&1 Control-Center. Also, please make sure to include your customer number or contract number so that the email can be correctly assigned to your customer account and this conversation.
Information regarding our data protection regulations can be found here: https://www.1und1.de/Datenschutz.
Best regards
Manuel Riedel, 1&1
Fire your customer Service!
i am using 1und1 since 2 years the speed is So/So and unfortunately it was my first time i have contacted this 1und1 so called customer Service ( HOTLINE 24/7 ) is a joke!!! after waiting for 15mins without internet one guys open the home and i try to expalin the situation he said let me transfered it to my colleage and now its nore then 35 mins and No on answering and we keep on listening this SPA music!!!! this is the HOTLINE 24/7 you are offering? leaving the people without internet and same goes to their online support! no on is avialble since 5 hours ( WOWWW ).... i dont recomment this company if you are an hearth patient otherwise you know...... go else where.
June 6, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Talha Anwar Khan,
I'm really sorry that you had such a negative first experience with our 1&1 hotline. Sometimes, when there's such a long waiting time, it might be a technical difficulty that prevents you from getting connected to an available colleague. In such a case, I recommend hanging up and calling again. You should then be connected much sooner. However, if you prefer not to call our 1&1 hotline again, I'll gladly assist you with any topic regarding your 1&1 contract. To do so, please be so kind as to send me an email at trustpilot@1und1.de as the first step. If you do so, please put "TP 19263441" in the subject line and use the email address that's been verified in your 1&1 Control-Center. Also, please make sure to give your contract number or customer number so that the email can be correctly assigned to your customer account.
Information regarding our data protection regulations can be found here: https://www.1und1.de/Datenschutz.
Best regards
Manuel, 1&1
10 Years of Positive Experience with 1&1!
I have been a customer of 1&1 Germany for almost 10 years, using both their DSL internet service and mobile phone contracts over the years.
My experience has been consistently positive. The DSL connection has been reliable and stable, and throughout all these years I have never experienced any major issues or critical outages. The internet service has always met my expectations and provided excellent performance.
Regarding mobile contracts, I have always received competitive pricing and attractive offers whenever I upgraded or changed my phone. What impressed me most is that their device warranty and protection services were genuinely reliable. Whenever there was an issue with a phone, it was handled quickly and professionally without unnecessary complications or unexpected costs.
Another major advantage is their customer service. Every representative I have dealt with has been friendly, professional, and helpful. For me personally, one of the biggest benefits is the availability of English-speaking support, which is something that many other German telecommunications companies still lack.
Overall, 1&1 has been one of the most reliable telecommunications providers I have worked with in Germany. Based on my long-term experience, I can confidently recommend them.
June 1, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello A.H Ma.,
thank you very much for your positive evaluation of us and our services, as well as your kind words about the work of my colleagues' and my work. We're thrilled to read, that you've been so satisfied by what we do and offer. My team and I are really glad that you recommend us this way and we promise to continue doing our best, so that we can hopefully offer you the same and better levels of support for the next 10 years and beyond. 💙
Kind Regards
Martin, 1&1
My internet was not working again and I…
My internet was not working again and I contacted the support number when I asked if she could speak in English
She screamed at me saying that this was the German line and to contact them via email.
So unprofessional
Do not have 1&1
Internet is not stable
And costumer service is shit
May 30, 2026
Unprompted review
Reply from 1&1 - Internet & Mobilfunk
Hello Ms. Del Papa,
I'm sorry that you're having issues with the stability of your 1&1 Internet connection. I also want to apologize, if the interaction between you and my colleague went as you described. However, it's generally correct that we currently only offer English support in written form.
To find solutions together, I've just now tried to reach you under your provided customer data's callback number, but couldn't get through to you. Please e-mail me your current callback number and in which timeframes you're most likely better reachable at trustpilot@1und1.de (subject: "TP 19248729") using your e-mail address verified in the 1&1 Control-Center. You can find all the information on data protection at https://www.1und1.de/Datenschutz.
Kind Regards
Martin, 1&1
Horrible customer experience and service
How this company can even function in 2026? If you want to do anything, you need to call their support that keep bouncing you from one person to another without clear guidance or explanation. No proper online services or status updates on your requests.
Moving to a new place? Call us, we can't set you a new connection online. Calling? We can't explain why you can't move it and how to do so, but you can wait for weeks to get information. We don't care that you actually need internet.
Ended up canceling contract, which surprise also not possible to do without calling them....
New contact set instead (already regretting), and technician just doesn't show up in a booked time. And again calling, but no guidance or clarity from 1 & 1. Not their problem, not even sorry for inconvenience and proposal for an intermediate solution while you wait like other providers are doing. But I am paying YOU money. Don't care who you delegate this installation, I am buying this from you, so it's YOUR problem.
Really customer service is non existent here. Choose anyone else but them. I will make a switch as well, once things are settled. Don't want to give this company anything.
May 26, 2026
Reply from 1&1 - Internet & Mobilfunk
Hello Ellen,
I'm truly sorry that you've had such a negative experience with our 1&1 customer service not only once, but throughout the entire situation. This is definitely not the standard that my colleagues and I hold ourselves to. Especially since it should be fairly easy to recognize whether a move of your 1&1 internet contract to another address is possible or not. Also, cancelling your contract is possible via email, letter, or the cancellation button on our 1&1 website without having to call our customer support. While waiting for the activation of your 1&1 internet connection, our 1&1 Sofort-Start option is usually offered as an intermediate solution. I really don't know why it wasn't offered to you. Again, I'm really sorry that seemingly everything went wrong for you. If you'd like my help, I'll gladly personally make sure to fix everything that can still be fixed at this point. As the first step, please be so kind and send me your contract number and phone number via email at trustpilot@1und1.de. If you do so, please use the subject "TP 19242203" and the email address that's been verified in your 1&1 Control-Center.
Information regarding our data protection regulations can be found here: https://www.1und1.de/Datenschutz.
Best regards
Manuel, 1&1
As a provider of internet connection
As a provider of internet connection: pretty basic. stable line, almost no problems for several years. Pricing okay, installation almost without problems.
Until I moved in with my girlfriend, so I left my flat and obviously did not need tje contract any more, as my gf already haf one. In germany there is a right to cancel the contract. Soni called service. wow. people trained to act st*p*d and „misunderstand“ you continuously. neglecting german laws, pretending they are not applicable. Each contact a farce, no help at all. Same with email contact to service: always got an irrelevant FAQ-answer to an unrelated topic, never an answer to my questions and pleads. so i was rioped out of several months of payment they did not esrn for service at i place i do not live, just because they - sadly - were unable to correctly reply to my wish to lawfully cancel my contract. poor people, poor company. happy to not work there. as well, they do not care if you want no ad or newsletters. they sh*t on DSGVO and send them anyways, even months after cancelling.
May 8, 2025
Unprompted review
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