Unable to get Aol connection

bilty

My daughter has been unable to connect to Aol for the last 6 days. she has been in touch with Aol for over an hour a day for the last 6 days. She has been told that there is a technical fault and needs to wait 6 hours!!!! Finally spoke to someone in Ireland after she threatened to cancell who told her that there were no faults at all and promised to ring her back yesterday - she is still waiting.
Anyone got any ideas how she can contact someone at aol who is willing to help her withouth having to go through the same process over and over again.
Daughter suspects its a problem with the router but are she able to solve this herself.
please help one very irate daughter.

pavlovs_dog

my auntie has has the exact same problem, her internet finally came back on last night after more than a week of downtime and repeated calls to their useless excuse for a help centre.

she is now leaving them as she has had enough of the problems

pippaaaaaaa

we've been in the same boat, just got back online tonight. it's not the router - we were told there was server maintenance for the first three/four days by tech support, and billing claim it was an outage in the area and that for some reason we and we alone were the only ones affected *eyeroll*

i now understand why people call them aohell because it's a complete joke. i've wasted time, energy, and money on calling tech support, been without internet for a week, and they refuse to let us cancel under failure to provide services contracted for, and will only release us if we buy out our contract. which my oap mother can't afford to do, and i won't let her do. their customer service agents have hung up on me, threatened to cut our internet off now (and still charge us, even though we've made it clear we would not be consenting to that because 'we'll prove you consented one way or another'), talked over me and then given me abuse for doing exactly the same back (yes, my patience has worn thin after two to three phonecalls a day for up to an hour for SEVEN DAYS), given us fake postal addresses for complaints (even going so far as to give us the carphone warehouse's address?!), passed us on to tech support because 'only tech support can approve cancelling your contract' - what?! this came FROM the so called accounts team.... they've promised to have team managers call me back - four days on, not a single phone call, despite waiting in for it. their agents are (or pretend to be) completely unaware of any independent complaints bodies.

i can safely say that we WILL be leaving aol permanently, whether that's because i complain to the ispa and they're forced to release us or if we have to wait the rest of the contract out. i now miss virgin media broadband desperately, as they were fantastic when i left them last yr (university flat broadband).

tell your daughter not to wait - aol won't ring her back. we've been hassling the cancellations team since monday night, and it's taken hours of phonecalls since then for them to offer so much as a free month. which we have made plain we do not want. we want out. and don't believe it's the router and that you need to buy/be sent a new one - it's not. it's their awful service.

tralu

I too, like many others also had trouble with conection to internet, i had just come back from 2weeks holiday and tried to get on the internet and had no luck, i rang aol and after nearly an hour on the phone (at my expense ) they told me i would be online that night.
Was I? nah.... i rang again the following day, and after going through lots of different functions with someone that i found very difficult to understand cos of the language barrier, he then told me it would be another 4 to 5 hours before i got internet connection. He also told me it was nothing my end, it was totally their fault (server gone down or something like that)
Still nothing. I rang one more time the day after and really let rip!!! The poor chat wondered what the hell had hit him. I said dont give me any more rubbish that i will be online later, cos it just dont happen, he tried to calm me down, and afer a while, i followed some more instructions and BINGO!! at last i got connected! I told hinm i wanted a reduction in my £17.99 monthly payment for the inconvenience, to which he agreed, and them i asked him for my mac code as i WILL be leaving aol. :T

You are not alone peeps
tralu

Coopdivi

If you're out of contract, leave. AOL are an awful company who just don't care about their customers. When I was with them they used to cut me off for hours at a time and occasionally drop my download speed to virtually zero. When I eventually lost my rag and phoned up for my MAC, they put me on an 18 month contract and sent me a new router.

I'm now with Plusnet and overall I've been very happy with them. There's been several outages since I joined in November 2008 but never for more than ten minutes at a time. You can go to their members centre and check for planned maintenance as well as any unexpected occurrences. The members centre is also useful for tracking your usage especially if you're on the cheap package which gives you 10GBs a month limit.

I've still got AOL's router which is in pristine condition because I've yet to unwrap it. They haven't been round to collect it yet.

bilty

thank you for all your replies, yes she is still waiting to get an internet connection. Has wrote to customer services, hopefully to the correct address as it had been given by Aol.
I agree their customer service is appaling, a few weeks ago we needed to move to a new tel line, they told us that it wasnt possible to connect us as it wasnt a BT line, have to have Aol due to husbands work. Eventually we managed to get out of aol at home without any costs apart from about 5 hours of phone calls. Ironically we are with Opal, who are the business partner to Aol, and so far no problems.
Will tell her to keep trying.