Fuming - AOL Broadband

sprinkle_2

Sorry if this is in the wrong place, but wasn't sure where to post.

I've just spend two weeks on the phone to AOL because I can't get a decent broadband signal. Each time going through the same security checks, them spending time reading my notes and me getting no where. I eventually snapped today and told them I didn't want my account.

Eventually they gave me membership services. In the first instand I told them I wanted reimbursing because I haven't had a proper service for the past two months and now they've given me a dial up service for this month and charged me for broadband. After being put on hold ... again... he came back and told me I was on a contract for Broadband and couldn't cancel. I had to climb off the ceiling and the children ran in fear as I exploded. Fortunately I had seen some posters on here saying that if they were changing their terms and conditions to the detriment of the customer you could cancel. So I told him to stop quoting that to me. He also told me that I had already had one months' free this year as early in the year I had problems - I said I wasn't aware of that and as my husband is, fortunately, very organised I could pull out the folder and tell them that I had not had a free month.

After lengthy discussion he told me he could only offer me one free month on dial up - I said that I wasn't in fact a valuable customer then as anyone can have a free one month trial currently, by signing up. I asked for someone who could resolve my problem but he could only give me an address in Bristol - which I now have to spend more time on preparing a complaint letter.

Has anyone else had problems like this and any advice in the best way to resolve this?

Many thanks

Janet

greytroot

I had this problem with Tiscali and despite many calls they still tried to tell me i should get broadband (BT said there wasn't any in my area code). I emailed them many times complaining and everytime fell on deaf ears.

I then called my credit card and told them, they immediately refunded all monies paid to Tiscali, each and every month my bill arrived from Tiscali with another £19.99 added. Each time the credit card was paid back.

Eventually i received a RED letter from a debt collection agency, i told them of my problems with Tiscali and they almost laughed but said they were acting on behalf of their customer. I then told them not to write to me again as they would have to take me to court before i paid a penny.

Eventually Tiscali sent an email and it went along the lines of you had a technical fault in Jan 04 which resulted in you cancelling your order. The outstanding amount is £237.99. If you clear the account of the said amount we will recredit you with £224.98. I answered by email and said no chance.
(the amounts are approximate)

And since April this year have heard nothing.

I know it might not help you but just to let you know of what a bunch some of these providers are.

Joannekerry

I'm on dialup with AOL and thankfully have no problems (although I have been considering switching to broadband). I heard today, please bear in mind this is unconfirmed, but AOL are allegedly trying to get everyone on broadband and will be charging all dialup customers 7p a minute.

plumb1_2

recived this from AOl
Dear Member,
We assure you that we will continue to provide you with the best of the services.
We will try to ensure you have the minimum wait time possible and we deal with your call as fast and efficiently as we can.
This change will enable us to invest in further significant enhancements to our customer services, and ensure we continue to provide market-leading support for the wide range of features and content AOL delivers to our members now, and in the future.
If you wish to cancel your account that is your right but can I just note that our charges for customer support are still among the lowest of any Internet provider from just 1.5p to 7.5p per minute. We believe that with all its free features (security etc,) and exclusive content package, AOL still represents excellent value for money.
For our existing members, the new number represents a change to the AOL Member Agreement, so they have the right to cancel their contract with AOL within 30 days from receipt of the email notifying them of this change
Further if you wish to cancel your account,you can send your mails at [email="canceluk@aol.com"]canceluk@aol.com[/email].
Thank you for your kind support.
Kind regards
AOL UK Member services

sprinkle_2

Hmmmm, thanks for the info, two agents today both said I was on a contract trying to make me think I couldn't get out of it. I worry for those AOL customers who feel trapped by them because they have signed into a contract. Thank goodness for this site or else I would not have had the confidence to speak up to them today. Just need to get my money back now. Once that is resolved I will move away from AOL and find a cheaper dial up account (with the help of this site no doubt).

heathen

sorry to hear of your problems,i have swapped my aol dial up for broadband about 6 months ago and have been quite happy(u can get cheaper and a faster mb)but ive never had a problem so cant be bothered changing.if i was u i woudnt bother finding another dial up,i would stick with broadband(just not aol)well worth it when u get a good signal.


ian

sprinkle_2

I would like to go back to broadband eventually when this has all settled down. However, I don't feel confident now that we can receive a good signal. I am also worried if I try and other ISP I will end up spending lots of money on their help line because we can't.

Might not have a choice but to stick with dial up!

Janet