We have had a dedicated server with Hetzner for over 4 years without any abuse issues, along with other cloud servers used both internally and resold to clients.
We are a registered company, and our account is clearly set up as a business account. We have always been transparent about reselling services. However, at the very first incident where a client committed abuse — and we acted immediately upon notification — our account was restricted. Even worse, port 25 was blocked across all servers, including our dedicated server that has been running cleanly for over 4 years without any issues.
Despite contacting what has been, frankly, the worst support experience we’ve ever had, the responses have been extremely disappointing. The support agents seem unprepared, unwilling to understand the situation, and simply repeat the same response: “contact us again in 30 days.”
Honestly, this has been a huge disappointment and has already caused financial losses, as our clients are currently unable to send emails.
I can understand — even if I don’t agree — restricting new orders for 30 days. However, it is completely unacceptable for long-running, clean servers to be affected in the same way.
At this point, I cannot recommend Hetzner to anyone. We are already evaluating the migration of all our servers to another provider.
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As a leading webhosting provider and experienced datacenter operator in Germany, Hetzner Online offers professional hosting solutions for a fair price.
