AOL playing silly games again

[Gary29]

Ok,

Here we go, we signed up for AOl to provide our internet, OK all well and fine up untill Wednesday, when it went off line, no broadband what so ever tried everything to fix it on the desktop and on Julie's laptop, nothing, so called Helpline, told us to ring Netgear who the router is made by. Netgear told us nothing that they could do, to go back to AOL.

So yesterday we spent 6hours on the phone and via live help, to finally be told by a supervisor to re downlaod config software for the router, we did now it took over an hour as we have had to go back to DIAL UP, so back to using one computer, with the wife unable to go wireless, because the router has packed up.

So one bod told us that we could either purchase a new router from them or take out a new 18month contract(not a chance, because of their crap service, we won't be staying with them).

So in the end the supervisor, told us that she would put a note on the account saying all that we had done durring the 6hours spent on help with them.

So finally at 9 last Julie goes back on live help and tells them to bring up details for our number, which the bod does(or should have done) he then tells Julie he can give her the number to Netgear, she tells bod that he hasn't looked at screen and read what sup has put on the note, as he would have seen that we had already done that and everything else, that they had tried.

Julie this morning has rung the MAC code department to tell them that we want to cancel due to them being unable to fix the problem, so MAC code bod says you are in a contract term, to which Julie replys, you might think we are but seeing as you have never met your T&C's, as when we took out the internet with them, they were supossed to give us a wireless router, we have had countless routers sent by them, that don't work and that have been returned we have also spent over a £100 on phone calls trying to get this sorted. We have used our own Nertgear router, AOL have never suplied us with a router, to get their service. Bod also said we would have to buy out the rest of suposed contract(no chance)

Where do we stand have AOL broken the T&C's???

Let us know.

[midnight1]

Dont trust dogs bodies on the phone when they say "heres my supervisor" or "hold on im talking to a supervisor" THEY LIE! I caught one out sitting silently when apparently discussing my case with a supervisor because she forgot to MUTE her headset(I have worked in call centres and know all the tricks) the one before must have passed me to the person sitting next to them and said heres my supervisor. I know this because another normal compalints advisor was able to overide the decision an apparent supervisor gave me about being bound to a contract we knew nothing about!

Try Consumer Direct Id stick to your guns dont take another 18 month contract and be tied to them, if you also dont know how or why you are in contract now with them then id fight with them about that too. It seems that the call centre staff from other countries are good at putting you on new contracts without your knowlege or consent but it seems you hit a brick wall proving it and finding out who to complain to about it apart from AOL where its probably filed in the bin! An upgrade or downgrade of package can give them cause to restart a new 18 month contract apparently but still they should not do it without telling you it will 1st and giving you the option to go ahead or not. Basically anytime you call for anything they will try finding a way to restart a new 18 month contract so you are tied to them, they need investigating bigtime. It seems the online complaints form has dissapeared(no surprises there) so it looks like you will have to do it via the excallation process and send it via recorded snail mail Step-by-Step Escalation Process - AOL Help the links etc are on that page. In the end I threatened them with legal action and considering we didnt use aol software so could not possible have clicked to accept any new contract which is meant to happen then they didnt have a leg to stand on, they also couldnt supply a transcript of the apparent conversation over the phone where we were made aware of and accepted the new contract, funny that!

I was an AOL customer for a long time with no problems, carphone warehouse buys them over and they go to pot! Would never reccomend them ever bunch of lying cowboys.

[Conniff]

Hello Gary

No more phone calls, you have already seen that they cost the earth and solve nothing.
You don't say how long you have been with them, but yes they have terminated the contract. I have said this before, contracts are 'two' way and they cannot break their side and expect you to continue with yours.

You must now write to them terminating the contract because they have broken it by non supply or resolution.

Did you get your mac code?

Remember to do this with recorded delivery, as with all disputes, you need a paper trail. They can deny all that has been said on the phone up to now and you can't prove anything.

If they give you any grief then I would Subject Access Request them and make sure you highlight that you want the phone call records.

[midnight1]

Have a look here too ISPA - Complaints Procedure might be worth following up your official complaint to AOL with one to their trade association too.

[Gary29]

Hi Guys,

been off line due the fact, that AOL did as we asked and ended our contract in the afternoon.

With no get out fee(like I was really going to pay that, I told them to take me to court for it)

So we had to wait, we have moved back to Sky, which started yesterday, so we are back online(thank god)

SO AOL can goto hell, their is no way we are ever going back to them.

[JonCris]

Gary you could actually sue them for breach of contract. I should write & remind them of this if they demand any payment

[midnight1]

Yep I agree with Jon. Id still send them a strongly worded recorded delivery letter and keep copies outlining their failure to provide you with a service you paid for, keep the thumb screws on and eventually they will sod off for good and leave you alone. Doing this will also give you ammo for disputes if they decide to send a DCA scumbag after you, Id complain to anyone who will listen, offcom, TS, consumer direct etc.

Not sure if I put it before but also fill in a complaint to their trade body CISAS: Communications & Internet Services Adjudication Scheme basically get their nuts in a vice and keep tightening till they appologize and leave you alone for good!

[pinkchina]

Hi Gary 29

I used to be with AOL and changed to Sky, cos AOL were so bad, Sky couldnt even get us on line, and their Customer services Dept is worse than AOL. Sorry to bring you this news, but I bet you will be tearing your hair out with Sky before long.