I have been with AOL since 2001. Approx 18mths ago unknown to me Aol was bought out by TALK TALK, thats when all my troubles started.
My payment jumped for £14.99 to £21.99 with no notification (basic pack, no phone calls, no line rental). I was also charged £1.50 for paying by Debit Visa card (which was aols prefered method of payment at the time) and was not notified.
After about 12mths of fighting (i was on contract that states they can amend payments during contact ) they reduced the payment to £15.99. This lasted 1mth. The following month it was £25.99. Back on the phone to Asia or where ever. Rude people that said I had 8mths left to run, they wld credit me £40 to bring my payment down to £19.99 per month and that was it.
The get the Mac code is a nightmare. Premium phone calls to get it. Advisor not interested in why you want to go, they just want to keep you. 20mins later and annoyed I got the code.
Do not use them, if you do, be it at your peril and misery
It would take me way too long to list the incredible ineptitude and dreadful customer care. Let's just say that I have had issues with my broadband performance for some months now and when I contact them I am told incorrect information. They make things up as they go along. I have had to give up as I cannot handle the stress of it.
I have been using Aol for many many years but will never use them again and will advise others not to.
Do not take an aol account!
I don't understand why they even exists??? Rubbish customer service and the business also does continuous card payment charged on your Debit card. You would be lucky if you can stop them, the chances are like NEVER...Rubbish internet providing business within the industry.
Been with AOL since 1996 and back then usage was very expensive. Remained loyal as prices went down but since their call centres have relocated to India, their quality of service has gone down right to the bottom. I have a contract with AOL until January 2013 but I will not stay with AOL as I will go elsewhere for my broadband and phone line.
The AOL website is quick and easy to use, but as an internet provider, I just cannot recommend them. I used AOL before switching to BT, which I still remain on til this day. The customer service and internet connection was collectively terrible. Not a month went by without a fault or problem, incredibly frustrating. The customer service was mediocre. Occasionally they would manage to reset the line? and it would magically turn back on. Other times this didn't work and we had to wait it out to retrieve connection again. Bit of a nightmare.
Service non-existant, call centres that you just can't communicate with, don't respond to any form of communication and .... when you've had enough ... do everything to prevent you from moving away, For a communications organisation, they simply can't communicate
I was with aol from the days of Compuserve and had always raved about them; their reliability, speeds, customer service.... oh how times have changed!!
My complaints began about 18months ago with emails I sent not being received and no bounce backs (this caused a lot of trouble and I lost business as a result). AOL blamed everything from filters to the router to Windows, basically anything else apart from them. I'm quite geeky so when I caught them out at each point they finally, after many calls over 3 months offered to upgrade my service and send a new modem - all I'd have to do was sign up to a new contract. I argued them down in price instead and eventually got the deal I was happy with and (STUPIDLY) accepted.
Of course the problems were never resolved, the Indian based staff are clearly dragged off the street, given no training and are just plonked infront of a 90's era PC with a script to read from. They have no clue what to do, are unwilling to escalate and their two main functions are to:
A) get you to sign up for another contract - preferably with line rental.
B) get you off the phone by telling you any lie they can think of, or as a failsafe that you have come through to the wrong department and they can't transfer you.
My main issues were with email not being received, but this didn't worry them. I was promised call backs, escalations, UK based technical team visits..... nothing.
What really angered me were the constant lies, when you have been a loyal customer for 16 years, you expect better treatment that this. I left in March and have not looked back.
One of their original lies told to me 18months ago was that if I left them they would also delete my screen name and I'd lose my aol.com email address - THIS IS A LIE. If, like me, this is a reason to stay, rest assured, they don't. I went to the extreme of changing everything away from my aol email but when my cancellation was complete, my email and screen name have remained active. Basically the lesson learned is that they are a bunch of clueless liars who want your money and no longer care about the customer.
I'm now with Orange as I also have my mobile contract with them and although others may complain about them, I've found them good. Sky are attractive IF you stay on their good side, but my advice would be to go with O2 who seem to have the best customer support and that is what you need if things go wrong.
Have been with them for years and don't want to change. I now get a really fast connection and free phone calls to the US
There was a time when AOL was everywhere and controlled most communication online. There was even a time when AOL was the way to get on the internet. Those days are long gone and what's left over doesn't compete with other sites and products out there on the web..
I have been with AOL for several years and when it works, it is very good. But when things do go wrong, be afraid. Be very afraid.
I came home from work and was looking forward to use Skype to chat to my girlfriend, but I got no connection. The internet light on the router was out. Tried rebooting the router, swapping filters/cables etc but to no avail. Phoned up their customer service (if you can call it that) and got fobbed off with numerous excuses, plus it takes forever (as long as 15 minutes on hold) to get through.
Eventually I got through to somebody with poor English as their call centres seem to be based in India. After waiting another 15 minutes for their 'line test' (whatever that is) they instructed me to take apart the phone socket! I refused to do so but luckily the service came back at that point so I hung up and managed to use Skype for the time being.
Lo and behold, it went off again. Went through the torturous process of calling them. This time they said it was router being defective but in fairness they sent me a new router for being a 'loyal customer'. New router arrived. Set it up. STILL no service. You can imagine my frustration at this point. Phoned up OFCOM and threatened AOL with court action.
The next day I got a text from AOL this time blaming BT for faulty exchange equipment and the day after that I got a text from BT saying the fault has been rectified, so probably in fairness to AOL it wasn't really their fault. But this doesn't excuse the amount of stress I have suffered from AOL's shoddy customer service.
AOL was my first ISP back in 2003. Every day, and I DO mean every day, I had DNS Server errors and disconnections. This lasted for about 7 to 8 months. I contacted them and asked for my MAC code and was told that I would be in breach of contract. My reply that the contract was a 2 way thing and that I would be contacting the CEO. They let me go. If they became the world's sole ISP, I would throw my router in the bin! Never again!!!
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