AOL Cancel my Broadband without telling me

bargains83

Today I recieved this email

Dear AOL Member
We can now confirm that as requested, your AOL Broadband line has been disconnected and your Internet access has reverted to a dial-up connection. If you are still within your 18 minimum contractual period, any outstanding amounts due under your AOL Broadband Agreement will be debited from your payment method on or shortly after your next billing date, unless otherwise agreed.
Please note that this does not affect any order you have placed or subscription you currently have for the AOL Talk service, unless you have specifically asked us to cancel this at the same time.
Please remember if you would like to keep your AOL Screen Name and continue to access the AOL software, your AOL Email account, Address Book and Buddy List you can continue to do so for free even though your subscription to AOL Broadband has ended. To do so, sign on to the AOL software as usual, or go to www.aol.co.uk to access your emails when not at home. For more information visit http://aolbroadband.co.uk/free-email
We're sorry you've decided not to continue with AOL Broadband at this time. If you have any queries, please visit http://aolbroadband.co.uk. Alternatively you can contact our Memberr Services team on 0844 499 5555**, or online at http://aolbroadband.co.uk/contact.
Yours sincerely,
AOL Broadband Team
** BT landlines calls cost 5p/min; calls from mobiles/other network providers may cost more. Please go to http://myaolbroadband.co.uk/supportme for details of call charges on this number.
AOL Broadband provided by TPH Services Sàrl, a company registered in Luxembourg under name B 122 040 with a corporate address at Green Office Park, Parc d' Activit!s Syrdall 6, L-5365 Munsbach, Grand Duchy of Luxembourg.

I am absoultely fuming, no internet connection today (currently using mobile phone as back up). I have never contacted AOL to request the service to be cancelled or anything. Just contacted them on 0844 499 5555 and they said their account software is down so can't do anything about it just now and I need to call back in 3 hours. I asked the CS guy if he could take my number and call me back but he said no as he has nowhere to put the number. Absolutely appauling that someone could cancel my account without my permission.

bargains83

is there a direct number for the ireland call centre?.

cobra

Try this no : 01173299100

bargains83

Thanks cobra, just as you posted that number I phoned them again on 01179191100 which I found elsewhere online. Think I was through to india again but the agents english was very good. This time the systems were up. He said that a request to cancel was made on 19th of March which I never did, said he couldn't understand it at all, and was really sorry about it happening. Said he would put a note on the account and would re-activate it within 5 working days.

Didn't push for compo but going to write to head office as soon as its back online. I am paid up to 30/03/2009 for service and will be losing 5 days through no fault of my own.

It is quite worrying that someone can cancel your account. When I called them just now, he asked for full name, landline number, and place of birth. When you cancel they are supposed to request all of the above as well as the last 4 digits of the payment method used on the account.

There is no possible way that anyone could know all this information about me to actually ring up and cancel the account. Either someone hasn't been doing their job properly and asked all the proper questions or they've cancelled the wrong account.

cobra

How much are/were you paying?
I had been on £9.99 pm for some two years.
Now I'll be paying £6.99 pm.
I got a router and will be on AOL talk phone.
The package will be free unlimited calls (01/02/03/08).
I also pay BT direct with line rental.
See if you can get that deal.

bargains83

I'm paying £9.99, with no extra call package. I was going to switch to AOL Talk unlimited as I have recieved loads of flyers over the last few months saying that it can be added at no extra cost. Can't currently though as we are in a 12 month contract with BT for free evenings/weekends for the price of standard line rental. Could kick myself really as AOL started giving free calls away litterally 2 weeks after we'd gone into the contract with BT (which also was a good deal at the time).

I have heard of the £6.99 package but also heard theres no chance of getting it unless you take a call package so stuck in a rut basically until august time.

shafeeq

Hi

Also make sure they don't put you down to a new 18 months contract after they reconnect you.

Shafeeq

bargains83 wrote: »

I'm paying £9.99, with no extra call package. I was going to switch to AOL Talk unlimited as I have recieved loads of flyers over the last few months saying that it can be added at no extra cost. Can't currently though as we are in a 12 month contract with BT for free evenings/weekends for the price of standard line rental. Could kick myself really as AOL started giving free calls away litterally 2 weeks after we'd gone into the contract with BT (which also was a good deal at the time).

I have heard of the £6.99 package but also heard theres no chance of getting it unless you take a call package so stuck in a rut basically until august time.

colin13

I am with AOL I am paying£14.99 a month was 9.99 for 6 months now it is 14 99 for anoter year,,I also have aol talk,, next time I will use that as a lever to get a better deal ,,or has any1 a better idea:)

bargains83

shafeeq wrote: »

Hi

Also make sure they don't put you down to a new 18 months contract after they reconnect you.

Shafeeq

Yeah, as soon as I am reconnected I will check all the my account pages and that everything is as it was before. On there it used to say Contract expires: Never as I was never in a contract in the first place if this has changed it will be going in my letter to head office.

Was strange this morning, the DSL was still showing as actually being available on the line but as 512kbps/288kbps where as I normally get 3776kbps/488kbps. The router was saying PPP is down with no DNS servers or gateway available. I then used my mobile to get into my aol email (I have a data allowance) and found the above email.

Samknows.com was reporting that there was no broadband on my phoneline at all and was free to signup to a new supplier.

I have just checked the router again and it has synched back up at the proper speeds but is showing 'Authentication Failure' so still can't get online but it seems that they are working at getting me back online as this wouldn't have changed otherwise.

Samknows.com is now also reporting:

there is another service on your phone line (e.g. ADSL, LLU, DACS, etc) that would prevent you from ordering a new ADSL connection.


I don't think its fair I should have to wait 5 days, when its their fault.

Francesanne

Jetame wrote: »

me too i think AOL it's too expensive is there a cheaper one>?

I've been paying £17.99 (silver) for years and decided to see what they could offer me. Told them I was very tempted to move to SKY (which was true) and they offered me £12.99 per month (1 year contract) plus a new modem (free of charge). Spoke to a very pleasant and helpful Irish lady. I'm very pleased with the new package because I wasn't looking forward to the hassle of moving.

bargains83

Was hoping I would be back online to day but still not been reconnected. They've had 3 days now, can't understand why it takes so long.