AOL Cancel my Broadband without telling me

bargains83

This is getting a joke now, I still haven't been reconnected. Got a letter in the post on friday dated thursday saying they are 'in process of recconnecting me'. I have emailed them countless times since monday and they don't answer them at all. Phoned customer services on tuesday who just said it should be reconnected 'soon'.

I am to the end of my tether, I am thinking about changing ISP's now. But couldn't if I wanted to as AOL have put the DSL back on the line and it has been just sat there since last Thursday I just cannot connect because there is no billing account set-up with AOL so the router won't even authenticate.

I have threatened them with Ofcom today. Never would have had this problem if they were still actually run by AOL rather than Carphone Warehouse. I have been with them for 7 years and before they were taken over customer service couldn't do enough for you. These days they just don't give a toss and brush issues under the carpet until they can be bothered to sort them out.

I will be writing a strongly worded letter to the managing director when this mess is sorted out.

If I had cancelled it and then wanted to reconnect then fair enough it taking time but I didn't they've just cut me off for no reason and are dragging there heels to reconnect me, its absolutely disgusting!. It should have been put back on the minute I phoned them and told them.

bargains83

Finally reconnected!.

Contacted them this morning and it turns out I was reconnected yesterday afternoon but they've changed my username and password and didn't bother telling me. Anyway they've emailed the new details for the router and I am now reconnected.

Still unimpressed though, A customer of 7 years without any problems until now. They somehow manage to disconnect me when I haven't asked them to. I have had to wait 9 days for this reconnection, when it was there fault they should have reconnected it immediately the same day it was cut-off!.

I can't help but think had I not contacted them for the username and password I would still be sitting here with no connection but paying for it.

Definately not the best customer service in the world by a long way. They still actually have their old contact centre in Ireland, Carphone Warehouse could learn a lot from AOL's old team because they need lessons on customer care!.

macman

Since you are understandably upset by 9 days lack of service, what compensation have you asked them for? I would have thought the very least they can do is to give you one month free.

bargains83

I'm going to write to them to make my complaint. I want to know exactly why I was disconnected in the first place, CS just said "It must have been a mistake" which is very vague. It is a big mistake to make in the first instance, I am guessing someone else wanted to cancel and they have cancelled the wrong account but that shouldn't be possible if they ask all the proper questions if you are cancelling.

cobra

bargains83 wrote: »

I'm going to write to them to make my complaint. I want to know exactly why I was disconnected in the first place, CS just said "It must have been a mistake" which is very vague. It is a big mistake to make in the first instance, I am guessing someone else wanted to cancel and they have cancelled the wrong account but that shouldn't be possible if they ask all the proper questions if you are cancelling.

Please forgive as I've not been following the latest.
Did you get the £6.99 deal?

macman

Almost certainly they have closed the wrong account, probably someone with a similar account no. and they have keyed it in wrong. It shouldn't happen, but no system is foolproof. There's little point in complaining for the sake of it, decide what compensation you want and ask for it. Writing a general complaint will just get you a nicely worded apology.

mandijane44

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.

How the hell have I been paying £22.00 for the last year??? :mad: I had no idea you could get AOL so cheap! Thanks for posting these prices, I am going to get mine sorted.

cobra

mandijane44 wrote: »

How the hell have I been paying £22.00 for the last year??? :mad: I had no idea you could get AOL so cheap! Thanks for posting these prices, I am going to get mine sorted.

Hi mandijane,

I've sent you a PM