AOL cancelled BroadBand by mistake and won't reinstate for 1 month

[Tootles1971]

Hi,

 

I am posting this on behalf of a friend, as she has no broadband thanks to AOL helpfully switching it off and telling her she will have to "wait in the queue" to be reconnected.

 

This is part of a bigger issue with BT and AOL which is very convoluted!

 

Any suggestions as to how she can best proceed? Should she be complaining to Ofcom? Anyone know how the AOL complaints procedure works, as the person she spoke to on the phone does not!

 

Thanks

 

Sarah

[locutus]

here is AOL's "customer complaints code". Get your friend to follow that.

 

If you folow the complaints code and has no joy after the "CEO's office" then your friend can take the complaint to Otelo which will be free to your friend, but cost AOL money to have the complaint listened to, so it is in AOL's interest to be reasonable.

 

Personally I'd keep things in writing as you will then have a copy of all correspondance should things need taking further.

[Tootles1971]

Thanks. She has made a little progress and managed to actually log a formal complaint, which the previous call-handler told her they couldn't do for her! She logged onto her email here today, and discovered an email from last Friday stating that the service would be terminated within 4 hours of the email as another provider was taking it over.......She had tried to switch to BT Broadband several months ago and the whole thing has been a total shambles!