Aol

boltonangel

:mad: :mad: Has anyone ever tried getting out of a broadband contract with AOL?!
i have tried numerous times (aprox 15hrs a week,each week for a mth) bnasically i can`t get online, and haven`t been able to for over 1 mth. i have had a replacement modem, but still no difference, there are no probs with the phone line, so AOL have decided its my computer (which it isn`t, as i have had it looked at). i have been thru their tech suport trouble shooting each time i have rang them. the last time i called the lady assured me that because i had obviously made the effort to get this sorted, she would allow me to cancel my contract early (i am 2 mths in), but she said that as i have 2 mths credit on my acc it would be advised that she should send a replacement modem out to me for one last try, i aggreed, wanting to get online. but i did explain that if i was to call back i would not be able to cancel, so she assured me that she swould leave case notes. so anyway, to cut a very long story short i called today and was told that she hadn`t left any casenotes and that i would have to speak to 2nd level tech suport to get authorisation to cancel, so i was transferred to them. when i got through i was told that they didn`t deal with this and that the cancellation team were the guys to deal with, and that if i had any probs to speak to theirmanager, so i was transferred back to them.
i got through and the guy tried transferring me again, so i asked to speak to his mnager, he said he didn`t have one, which i find hard to believe, but he kept saying he didn`t. so i asked for the head office no, he said he didn`t know it, i asked for compaint team and he gave me the 0870 no. i had used to get through to him. i called it back and ended up getting this guy's mate , who didn`t believe me. so basically i am suck with a 12mth contract for something i cant do. what should i do????! please help.

HeaddyMX

I'm one of those people so you're in good company. Last year I was 'conned' into signing up with them after using one of their free dialup CDs, after speaking to some guy whose English was bad they'd sent me the kit while I was abroad, and by the time I got to use it the cooling off period had already elapsed (even though the kit hadn't been signed for and was waiting at the sorting office), but I hadn't known until trying to get it cancelled. I think the person on the other end was secretly overjoyed that I was tied to a contract, and she made no effort to turn it around. I'm sure they get commissions for 'keeping' existing customers or something.

Since then I've complained numerous times, because the monthly charge was wreaking havoc with my bank account, but they wouldn't listen. They didn't even mention the contract could be terminated early for a fee. I was still paying £30pm for a 1Mb connection when it should have been 2Mb.

Anyway, a year was up last month and I kicked their !!!!!! to the kerb, not without them trying to charge me extra for a dialup service I never used after cancelling the broadband. The broadband wasn't too bad, but the clearly scripted customer service (and the 0870 number) were too much.

(ahem) That was my story...

From experience it's no use complaining to AOL, they just don't listen. Maybe this will help?

howtocomplain.com

Niteflyer

I am at my wits end with AOL!!!

I upgraded to 2MB broadband for £34.99 a month (1MB was £29.99) and 2 days later they anounced that they were going to offer a free upgrade to 2MB from the 1MB, so effectively everyone would get the 2Mb for the price of the 1MB for £29.99!

But not me, they continued to charge me £34.99, so I called them to say that this was wrong and they told me that I have the FREE dial-up access (FREE!!!).

I explained that I didn't want the FREE access for £5 extra! LOL! and they said that they would reduce my monthly bill to £29.99.

That was in MARCH, now they ARE STILL CHARGING ME £34.99! I have called about 8 times. I emailed a complaint and they said I had to call, so I called again and they said they would sort it, but still NOTHING!

I am sick to death of AOL, their software is CRAP (I don't even use there browser) and their (not free anymore) customer service is pathetic!


Matt

boltonangel

just to keep you updated.....

i rang aol the morning after my discussion with their ''cancellation team''. i decided to give them one more chance b4 seeking legal action (i was willing to pay for this just to prove i was in the right).
when i called them i spoke to someone who actually listened to what i was saying, then she put me on hold, when she came back i was told that her supervisor (they do exist!!) had told her she could cancel my membership, as i had obviously made enough attempts to recitify the problems.

i am obviously very happy at this result, but am still going to complain once i receive my phonebills!! (never satisfied!!)

i'm thinking of switching to wanadoo broadband, any comments??

Niteflyer

boltonangel wrote:

just to keep you updated.....

i rang aol the morning after my discussion with their ''cancellation team''. i decided to give them one more chance b4 seeking legal action (i was willing to pay for this just to prove i was in the right).
when i called them i spoke to someone who actually listened to what i was saying, then she put me on hold, when she came back i was told that her supervisor (they do exist!!) had told her she could cancel my membership, as i had obviously made enough attempts to recitify the problems.

i am obviously very happy at this result, but am still going to complain once i receive my phonebills!! (never satisfied!!)

i'm thinking of switching to wanadoo broadband, any comments??

Wanadoo? I have 2 friends that had to cancel Wanadoo, again for crap customer service and loss of service.

I have a few notes on my PC with some BB providers and speeds etc... (I would post them but they are on my laptop and I don't have Internet on it and the cd rom is broke LOL)

You can PM me if you like and I'll be happy to help

Matt

Mr_Skint_2

Telewest Blueyonder if you can....http://www.blueyonder.co.uk/blueyonder/getContent.jspx?page=serv_signup

Becles

Don't go to Wanadoo. My other half has just lost his rag with them!

His broadband service has always been really poor. It just keeps dropping for no reason, then you have to connect again.

He can't connect at the moment, but Wanadoo refuse to help him.

They sent him a modem when he initially took out the contract despite him saying that he didn't need the modem, as he already had a wireless router.

Now Wanadoo said they can't offer tech support as he isn't using their approved hardware (the modem), so they can't test the line or fix the problem with the broadband.

Unfortunately he can't remember what he did with the modem, and thinks he may have chucked it out.

He has never been able to speak to a person who speaks decent English yet either, and they all appear to follow scripted answers rather than thinking for themselves.

I've been with Pipex for 3 years now. They're not the cheapest, but I've never had any major problems with them, and the customer services/tech support people are based in England.

aliasojo

***Note from Board Guide: Sorry, but as your post has been duplicated elsewhere I have locked this thread to encourage replies advising on internet access to be posted on your other thread in the Internet Access Board here.***