Finding it impossible to cancel AOL broadband

[fuzzybobble]

Hi people,

 

AOL are sending me around in circles. For over 2 weeks now I've tried to cancel by email and in writing. Each time I try to cancel I provide what they ask for. (full name, phone number, master screen name, last four didgits of car number used to start the account with) Each time I send the info they reply a day later saying they cannot process my request as I didn't provide the info. They even copy my email at the bottom that contains all the info they are requesting.

 

This has happened 5 times now, and my written request has been ignored. Can I change ISP without a MAC code? I have a feeling that AOL are just messing me about so I will give up tying to change.

[locutus]

What internet service provider are you moving to? If it's an LLU then they cannot process it with a MAC code anyway, as they need to phisically change the harware in your telephone exchange.

[fuzzybobble]

Changing from AOL to BT. Well trying to anyway.

[locutus]

I'm afraid you will need a MAC code then unfortunatly (or to cancel it, wait for it to clear off your line then re-order it... the MAC process probably easiest).

 

Try calling them on 020 73488000 (thats the head office switchboard)

Edited August 16, 2008 by locutus

[Conniff]

You don't need a mac code, it can take a couple of weeks without one though.

 

OFCOM recommends that you contact the isp that you want to join and not the one you are leaving.

 

That sounds sensible as the one your going to will want you on their books as soon as possible.

 

Try it.

[fuzzybobble]

No internet isn't a problem as my neighbour has offered to let me use his wireless network while I sort this mess out. I'll call BT on monday and get the ball rolling.

[389shell]

AOL! I was with them for many years, I had 2 problems in about 8 years, the first time took them 4 weeks to remedy, the next time I invoiced them for my wasted time and phone bills after 6 weeks with no internet, have been with Sky ever since.

 

AOL, RUBBISH!

[Conniff]

No internet isn't a problem as my neighbour has offered to let me use his wireless network while I sort this mess out. I'll call BT on monday and get the ball rolling.

 

 

It wont be a couple of weeks if you are going to ring BT, they will probably have the mac before you can put the receiver down.

Edited August 17, 2008 by Conniff
typo

[locutus]

BT retail find it as hard as any other broadband retailer to do this Conniff. The MAC process would definatly be more straightforward.

[legalpickle]

AOL! I was with them for many years, I had 2 problems in about 8 years, the first time took them 4 weeks to remedy, the next time I invoiced them for my wasted time and phone bills after 6 weeks with no internet, have been with Sky ever since.

 

AOL, RUBBISH!

 

Even worse now that they're part of TalkTalk!!!

[fuzzybobble]

I had a run in with Talk Talk a few months back. Tried to cancel under the distance selling regulations and they billed my mate for a £500 disconnection fee. Ended up complaining to OFCOM about disproportionate penalty fees and the fact it had been cancelled before the connection even took place. Talk Talk soon dropped it.

 

Update on the AOL thing. After flooding them with emails complaining, I should get the MAC code sometime this week by email.

What's the betting they cut off my acount beforeI can retrieve the code?

[legalpickle]

I had a run in with Talk Talk a few months back. Tried to cancel under the distance selling regulations and they billed my mate for a £500 disconnection fee. Ended up complaining to OFCOM about disproportionate penalty fees and the fact it had been cancelled before the connection even took place. Talk Talk soon dropped it.

 

Update on the AOL thing. After flooding them with emails complaining, I should get the MAC code sometime this week by email.

What's the betting they cut off my acount beforeI can retrieve the code?

 

 

You were with TalkTalk? Why are you with AOL then, after experiencing how terrible TalkTalk are? They are basically the same - and have been for over a year at least [not sure how long exactly].

[locutus]

I think the run in was for someone else. Still... looking more and more like I'm in the minority getting my issues sorted the day they come up!

[fuzzybobble]

You were with TalkTalk? Why are you with AOL then, after experiencing how terrible TalkTalk are? They are basically the same - and have been for over a year at least [not sure how long exactly].

 

The problems with Talk Talk were with a mates business phone line. I was with AOL for dial up and broadband for a total of 12 years. No problems at all until Carphone Warehouse/Talk Talk took over. Then I got slow connection speeds, connection kept dropping out around 5 times a night. Tried to complain and got sent around in circles by obviously undertrained Indian call centre staff and getting charged 9p a min for what used to be a free and useful helpline.

[fuzzybobble]

Finally got my MAC code from AOL.

 

It's only taken 3 weeks and 9 emails to get it, so now I'm billing them £30 for my valuable time they've wasted.

[bien.wal]

where did you send you e-mail, I mean what address?

[fuzzybobble]

canceluk@aol.com

 

I can imagine by the way Car Phone Warehouse are running things at the moment, that email address is going to be well used.

[bien.wal]

thank you.

I waiting from 16 july 2008 still cant get MAC Code

[fuzzybobble]

Mention this in your email. Also threaten them with OFCOM if they don't comply with your request. Guidelines state they should provide your MAC code within 5 working days.

[bien.wal]

yes,I will.

this people in Customer Service are useless, absolutely!!!

From tomorrow I will start to send them one e-mail everyday.

thank you for your help

[legalpickle]

Finally got my MAC code from AOL.

 

It's only taken 3 weeks and 9 emails to get it, so now I'm billing them £30 for my valuable time they've wasted.

 

Well done!

 

Firstly, move before you do anything, as anything can happen and they may be able to block the move.

 

Secondly, billing for your time is unlikely to stand up in court - unless you can prove a loss of earnings and that you had to deal with it during work time - or in any ADR scheme. I would complain to the ADR responsible for them - CISAS CISAS: Communications & Internet Services Adjudication Scheme - after following their complaints procedure and you will almost certainly get some compensation.

 

Also complain to OFCOM about not receiving the MAC code within 5 working days.

 

Keep us posted.

Edited August 23, 2008 by legalpickle
amendment

[fuzzybobble]

Well done!

 

Firstly, move before you do anything, as anything can happen and they may be able to block the move.

 

Secondly, billing for your time is unlikely to stand up in court - unless you can prove a loss of earnings and that you had to deal with it during work time - or in any ADR scheme. I would complain to the ADR responsible for them - CISAS CISAS: Communications & Internet Services Adjudication Scheme - after following their complaints procedure and you will almost certainly get some compensation.

 

Also complain to OFCOM about not receiving the MAC code within 5 working days.

 

Keep us posted.

 

I have all the work time I need. Self employed/ vat registered limited company.

 

Thanks for the info. I'll be looking into it tomorrow.

[legalpickle]

I have all the work time I need. Self employed/ vat registered limited company.

 

Thanks for the info. I'll be looking into it tomorrow.

 

Experience is that in these cases it is extremely difficult to claim for loss of earnings on such relatively small matters. And from experience being stupid in a letter, such as asking for £30 an hour for the time you wasted with their incompetent staff will work against you.

 

I doubt you'll be doing much tomorrow or the day after, but maybe Tuesday. It's unfortunately a Bank Holiday weekend.

 

Why do the bank's need a holiday? They've not done any work over the last 2 years at least!

Edited August 23, 2008 by legalpickle
addition

[Janet-M]

I always hear how bad AOL is but I have been with them for aprox 8 years and am quite happy . If I ever do have a problem with them they always compensate me by reducing the amount I am paying .

 

So far I have had free broadband, for 3 months at a time ,on so many occassions that I have lost count. My total bill for broadband and unlimited phone calls should be £21.98 ..I have had it reduced loads of times .

 

Only yesterday I got the package again reduced and now only pay £9.99 that was just for having ( usually rare ) disconnection problems over 2 days .Where else could I get wireless and unlimited phone calls for that price .

 

I know that all that happened in #post 1 is bad service but overall I don't think AOL is as bad as it is made out to be ... well not in my case anyway

Edited August 25, 2008 by Janet-M

[legalpickle]

I always hear how bad AOL is but I have been with them for aprox 8 years and am quite happy . If I ever do have a problem with them they always compensate me by reducing the amount I am paying .

 

So far I have had free broadband, for 3 months at a time ,on so many occassions that I have lost count. My total bill for broadband and unlimited phone calls should be £21.98 ..I have had it reduced loads of times .

 

Only yesterday I got the package again reduced and now only pay £9.99 that was just for having ( usually rare ) disconnection problems over 2 days .Where else could I get wireless and unlimited phone calls for that price .

 

I know that all that happened in #post 1 is bad service but overall I don't think AOL is as bad as it is made out to be ... well not in my case anyway

 

You're lucky and from my understanding a rarity. Though apparently they have only gone to terrible when TalkTalk/Carphone Warehouse took over, and from my experiences with TalkTalk, you are very lucky Janet, because they are a bunch of ****.