getting out of AOL contract

zanderman1985

Hey there, everyone!

I'm just making this thread thread because alot of people will be in the same position that I'm in.

I was 8 months through an 18 month AOL broadband contract, and then read in the T&C's that my download limit was capped! but when I signed up I had no cap, it was unlimited.

So I phoned AOL several times, and was told my limit was 10gig a month. I then requested that my account be cancelled on the grounds that the contract has been changed without my notice.

this is the conversation roughly, after they knew that I wanted to cancel before the contract had finished;

AOL; i'm sorry, your still under contract, your account cannot be cancelled.
ME; but when I signed up, I had unlimited usage.
AOL; I'm sorry, you are under contract, and your account information shows that you have a 10gig limit.
ME; but when I signed up, I had no download limit, and I have proof
AOL; can you give me a minute to study your account please?

after minutes of the rep studying my account and being put on hold...

AOL; can you give me a moment? I'm just going to get my supervisor

on hold again...

AOL; hello there, the rep's told me everything, and the platinum account has never had an unlimited download limit.
ME; I can show you proof that when I signed up in August, my plan had no limits placed on it.
AOL; I can assure you that the platinum has always had a 10gig limit on it.
ME; my lawyer agreed that my proof would stand up in court if it were to go that far.
AOL; ok, give me a minute and I'll check the terms and conditions from august of last year.

on hold...

AOL; oh i'm sorry, your account does have unlimited usage.
ME; but you said it had a 10 gig cap.
AOL; no thats the wireless packages that have a 10ig cap on them.
ME; I thought all your packages were wireless?
AOL; I thought you had basic wireless.
ME; I told you several times that I had platinum, including being told by your rep.
AOL;(silence for 30 seconds)
ME; hello?
AOL; yes, so you have unlimited usage.
ME; well I'd still like to cancel.
AOL; yes but you have unlimited usage.
ME; yes but I've been told from every rep that I phoned today that I have a 10 gig cap on it.
AOL; who told you that?
ME; you did, before you checked the terms and conditions.
AOL; well you have unlimited usage.
ME; ok well, I'd like to cancel anyway, please.
AOL; ok, well i'll just go through the process.

and that was it.

previous phone calls were very much worse than this one. at one point the rep put down the headset (you could hear the other rep's calls, surpisingly clearly) and I was then put on to another rep who I couldn't even tell my phone number to because he couldn't understand me (yeah right).

but, when I cancelled, the rep and the supervisor were very apologetic when they realised I shoud've had an unlimited cap, they were very polite.

but if your gonna try this, don't get angry, be very patient and as polite as you can, because I actually felt quite sorry for the reps (it's not they're fault carphone warehouse changed the contract) and they were very polite and patient.

As you can see it is quite labourious, but if you have an AOL platinum account that has unlimited usage on it, phone AOL and check because it is grounds for cancellation of the contract.

here's a thread from another forum where my proof was from;
http://www.digitalspy.co.uk/forums/showthread.php?p=22882357

here's the proof;
http://web.archive.org/web/20070603154433/info.aol.co.uk/broadband/broadband-platinum.adp?promo=228937&promoCode=228937

and here's the section they actually added in to the T&C's between the time of the creation of my contract and the present day, it's the 'what happens if I exceed the 10gig gap?' section;
http://myaolbroadband.co.uk/broadband/faqBroadband.adp

this is just my example, if you signed on before June the T&C's might be different but I doubt it.

If this is against any rules of the forum I apologize, but I think it's legitimate info for AOL broadband customers.

DatabaseError

i must be so wrong! i added an indian accent to the aol rep
Well Done BTW

zanderman1985

i must be so wrong! i added an indian accent to the aol rep

I forgot to mention they were indian, but they were very nice.