aol - cancelation.

sorn21

sorn21

sorn21

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12 Nov 2008
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T.O.
hey guys,

ok, we have been with aol for many a year now (perhaps 8?) but recently we have been less than satisfied with the level of service they have been providing.
For instance, we were on the 2mb package for about 3 years, without hint of an upgrade (everyone else I know gets upgraded after a year etc.)
So I rang them up to try and remedy this. The guy I spoke to over the phone (Indian fella, another thing I'm annoyed at, most of their call centres seem to have migrated from America to India...) told me that we could be upgraded to the 8mb package for £1 per month extra. (First time subscribers would also bag a free wireless router, however we got no such thing)
So, we agreed on this as it seemed like a not bad deal to me, 8mb £15.99 a month and unlimited downloads. There and then I was told that this would be upgrade "WITHIN THE WEEK." Fast forward to about a month later, I still have received no such upgrade, but we are paying £15.99.
Now, we phone them up today to cancel, because I don't tolerate bad service, and have been told that a 90Euro cancellation fee is required. I'm absolutely fuming!
Now I know that a lot of people out there dislike aol, etc. But as you can understand up till recently we have had no reason to want to cancel. Have any of you had experience with aol in the past?
Also, there must be some way around this charge, its taken off the credit card, and I know that this can be cancelled but surely they will continue to pester us. I'm sure what they are doing is pretty much illegal as they are essentially adding a massive charge because the service we are receiving is below par?

EDIT - oh, forgot to mention, after 31mins waiting on the phone, which is a premium number, they then hung up on us. So no request was followed through :mad:
 
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I can get 13 meg in my postcode. Its not away out in the sticks and I'm actually rather close to our exchange though?
 
Send a letter of complaint to AOL by recorded post asking them to terminate your contract free of charge as you have been paying for a service that you are not recieving. Threaten to complain to Ofcom if they don't.

Can you post your line stats here? they should be in your router settings. Your upstream rate should tell us if you're still on the 2MB package.
 
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Thanks for your reply, here's my actual results at 6.45ish in the morning, so I reckon this is not exactly a peak time, so should represent my true speeds;



And my upstream and downstream rate is here, looks like I have been upgraded, but I'm still seeing none of these speeds. Sometimes I barely see 2mb, last night couldn't even load two youtube videos at the same time!!

Modem
ADSL Firmware Version 6.01.00.12
Modem Status Connected
DownStream Connection Speed 5856 kbps
UpStream Connection Speed 448 kbps
VPI 0
VCI 38

thanks :)
 
as gsdog said,write them a letter explaining your dislike in there service and go with someone else.

there are many many good isp's out there and im sure you would get a better speed and lower monthly cost than aol.

just cancel aol and be done with them,if you have been with them for 8 year's then i dont see why you should have to pay them even more money.

if it does state it some where then ask them to show you where you have to pay a fee after 8 year's !
 
judging by your connection status your being throttled or on a capped 2mb service. The only thing you can do is make sure your state in a letter that your not recieving what was agreed (upto 8mb means that mind), tbh i'd cancel and instruct the bank to cancel any transactions to aol/cpw on your card. I think you wouldve been a thousand times better on the fixed 2mb service your were on was least likely to have been throttled.

Good luck with your move to a new isp
 
It looks like you have been upgraded but your IP profile might be stuck or you're being throttled, or it's congestion somewhere.

Can you run the BT speed test and show us the results (including the IP profile).
http://www.speedtester.bt.com/

I would still advise trying to get out of the contract. AOL and known by some as AOHell for a good reason. ;)
Did you know you were signing up for a new contract when you moved to this up to 8MB package? If not you might have another case against them to terminate the contract.
 
Some contracts have a 30 day honeymoon period within which either side can cancel the contract. read the small print. They often will try and pull the wool over your eyes by asking for money and most will just pay it. Read up on your severance terms and you should easily see if you have to pay or not. Unless stated specifically in law an "upgrade" is not the same as a renewal of contract.
 
Thanks guys appreciate the support. I do want to cancel, even if they are going to upgrade it to 8mb.... by now im fed up, its been a month, which in my estimation is more than enough time to upgrade me!
There are plenty other ISP's that would happily take our business!

GSDog, tried running that test but Java wouldnt install... i'll try again tonight.

Oh and it shouldn't have been throttled, after all this is the "Unlimited download package" :rolleyes:
 
I left AOL Ages ago, because I was in the same boat as you. I was sick to death of the slow speeds and most of all the customer service (India) and they would read from a script and give you different answers.

So I had asked for my Mac (No cancellation fee was worded) a few days latter it came in my Inbox.

I joined Enta (Falconnet) for a good 6 months untill it went downhill (really pleased with the service) Now I'm with ADSL24 even better can't fault them at all For £19.99 a month 8meg Max and 30/300 download allowance and UK Support you can't go wrong!
 
£20 for 8mb with limits?

How about get on the O2 f&f and get 16mb for £7.50 with no limits with English customer service which is very good.
 
AOL isn't unlimited anymore, they have an FUP and do throttle now, all started when Craphone Whorehouse took em over about a year or so ago (which is why i left).
 
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