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Aol phone problems!!!!
government_slave
Posts: 91 Forumite
in Phones & TV
Hi Sorry for long post.
I switched my broadband from AOL to BT in March and I thought I had switched my phone calls back as well because BT set up Option 1 (free evening and weekend calls) but they didn’t take my paid calls (go figure). Well I went to use the phone last night and I couldn’t make a call I could only get through to AOL members service when I finally got through (after about 15mins) they said that my calls had been blocked because I hadn’t paid my calls bill. I tried explaining that I thought my calls had gone back to BT, they said no that they were still with AOL and they had sent me my bill via email and they outstanding bill was on my AOL account (which I honestly thought had been cancelled), I checked my account and AOL had not sent me an email for the outstanding amount, they just cut my phone line without giving me a chance to pay. Nor did they try and phone me to say the amount was unpaid they just cut me off.
I am very upset about this because I have a disabled adult son who is autistic and has severe learning difficulties, a mother who has just come out of hospital after a hip replacement and my father has chest pains and blackouts the phone is my lifeline. I tried explaining to AOL on the phone that I need to be able to make calls and why wasn’t I contacted before they cut me off they said that they cut you off first then phone you (if you don’t contact them first) after a few days. Now they were very fast at cutting the phone the bill was due on 6th April and they cut the line on Wednesday night 8th April. They didn’t even give me a week. And apparently they can cut you off immediately but it takes 24-48hrs+ to reconnect so I am going to be without a phone until weekend. (I paid last night what I owed).
Who do I complain to please? I intend taking AOL all the way if I can.
I switched my broadband from AOL to BT in March and I thought I had switched my phone calls back as well because BT set up Option 1 (free evening and weekend calls) but they didn’t take my paid calls (go figure). Well I went to use the phone last night and I couldn’t make a call I could only get through to AOL members service when I finally got through (after about 15mins) they said that my calls had been blocked because I hadn’t paid my calls bill. I tried explaining that I thought my calls had gone back to BT, they said no that they were still with AOL and they had sent me my bill via email and they outstanding bill was on my AOL account (which I honestly thought had been cancelled), I checked my account and AOL had not sent me an email for the outstanding amount, they just cut my phone line without giving me a chance to pay. Nor did they try and phone me to say the amount was unpaid they just cut me off.
I am very upset about this because I have a disabled adult son who is autistic and has severe learning difficulties, a mother who has just come out of hospital after a hip replacement and my father has chest pains and blackouts the phone is my lifeline. I tried explaining to AOL on the phone that I need to be able to make calls and why wasn’t I contacted before they cut me off they said that they cut you off first then phone you (if you don’t contact them first) after a few days. Now they were very fast at cutting the phone the bill was due on 6th April and they cut the line on Wednesday night 8th April. They didn’t even give me a week. And apparently they can cut you off immediately but it takes 24-48hrs+ to reconnect so I am going to be without a phone until weekend. (I paid last night what I owed).
Who do I complain to please? I intend taking AOL all the way if I can.
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Comments
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Contact Ofcom http://www.ofcom.org.uk/complain/landline/company/other/
and complain to the CEO of Carphone Charles Dunstone who own AOL UK .
dunstoc<a>cpwplc.com0 -
Contact Ofcom http://www.ofcom.org.uk/complain/landline/company/other/
and complain to the CEO of Carphone Charles Dunstone who own AOL UK .
dunstoc<a>cpwplc.com
THANK YOU SO MUCH. Will contact them after Easter hols.0 -
Hi, It sounds like BT is at fault rather than AOL. AOL call packages are only available with AOl broadband. If your Broadband is now being provided by BT & calls under option1, I would think BT should have sorted this out for you, while AOL will have been given cancellation, which it looks like they extended.0
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It probably makes no difference in your case but the BT Together Option 1 calls package changed to the Unlimited Weekend Plan last year. In any case, it did/does not include 'free' evening calls - just weekend.government_slave wrote: »BT set up Option 1 (free evening and weekend calls) but they didn’t take my paid calls (go figure).Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.0
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