aol

boltonangel

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

Browntoa

can you borrow someones Pc , try the modem install on there and see if it works (make sure you do a restore point before so they can roll it back afterwards !!) .if not then take a couple of pictures with both PC's together and show the same problem on the screen for both PC's

then email a letter of complaint to them with the picture attached proving it is their problem.....

worse case cancel the direct debit to them and let them try to take you to court....friend had a very similar thing with tisacali and his solicitor said they did'nt have a leg to satnd on as it never worked !

MrsMondragon

For a start dont use 0870 to call AOL. Instead use 0117 919 1100. That number can be used for technical support, cancellations etc. Ive always found AOL to be helpful and friendly.

boltonangel

aol have admitted they were in the wrong and have cancelled the contract.
wil still be writing a letter of complaint though - as there is no way i accept being spoken to like that.

Mr_Skint_2

boltonangel wrote:

aol have admitted they were in the wrong and have cancelled the contract.
wil still be writing a letter of complaint though - as there is no way i accept being spoken to like that.

I used to work for em at the 0117 number address used to be
1 Redcliffe Street Bristol, The Software Sucks and so does there
ethics and policies..........

And the coffee machine was always on the fritz :mad:

Browntoa

no wonder you know so much about fixing PC's

you worked for the biggest cause of them crashing in the first place !!!!! lol

SteveyJC

I bet you are using a BT Voyager modem?? I had the *exact* same problem with aol (in fact its nearl as if I was writing it myself), I bought a Thompson sppedtouch 330 modem of of ebay for a few quid, and it solved the problem straight away. Use the drivers for the new modem of the aol website. I chose this modem as its "supported by aol".

BT voyager modems are apparently shi*e for weak broadband lines etc.

hope this helps,

Stevey

PS, I got so fed up with their helplines, it has taken >13months to get broadband from first signing up!

HeaddyMX

I found the BT Voyager modems to be crap as well, I don't know if it's because they are USB modems or if they're just plain cheap. I've invested in a one port router, which works much better but does take up a mains plug.

HeaddyMX

Just a warning to anyone who wants to cancel an AOHell broadband account... Make sure you cancel the dialup contract they conveniently place you on as well. They won't tell you that you can cancel it of course, but it's there. I've had two payments come out of my account yesterday and several unauthorised direct debits because of it, and I'm taking the fight to them.