[aol broadband] terrible service - questions.

Howdy,

So my experience with AOL started over 6 years ago. There were some good and bad times just like in a normal relationship between partners. However, I had to move homes 3 months ago so I took my internet with me and of course had to renew the contract with AOL for another 24 months which was a big mistake. At my previous address the internet was super, I received from 6-7 MB/s daily. Every time I restarted my router I received the same speed, my line was stable.

Unfortunately when I moved and also my internet trouble began. AOL service dropped dramatically, my internet speed for the past 3 months is 1.5MB/s. I am paying for 8MB/s speed as it is in my AOL contract for the sum of £19.99.

I already made multiple calls to AOL Customer Support, the first one was at the very beginning, so around 2.5 months ago. The advisers resolved my issue with the speed for a short period of time because for 3 days as I remember correctly. After the 3 days everything started all over again so I called ACS again, they said that there is a fault on my line and they have called a team of technicians and they are currently working on my line outside of the house - I didn't see anyone outside my house, a bunch of lies. They asked me to wait and the team will contact me within 48 hours to give an update. Did I receive a call? I think you know the answer, NO. So, I waited a few days and called them again to see whats up, they said that my issue has been transfered to someone else and then someone else again, but then they had some mistake in their database so they lost my info and couldn't contact me. At this time I was frustrated and yelled at the adviser (which are all ****ing Indians), however she could not do anything apart from re-creating the issue and again passing to a team bla bla... She did, I was suppose to get a call back the next day. Did I get a callback? No. So, I called them again and the adviser told me that the technicians are working on my line and doing tests while changing profiles on my line, so I was suppose to wait 72hours for a call back. Did I receive a call back? No.

After 3 days I called again to see whats happening because my internet was still the same, standing at 1.5MB/s and the line was very unstable as I was getting completely lagged at times, so I guess this profile isn't stable at all. The adviser informed me that the fault has been escalated to BT Openreach and they will contact me within 72hours, did they? No, nobody ****ing contacted me.

I waited another few days hoping that they are doing something and will finally fix my line, nothing was fixed so I had to call them back TODAY. I told the adviser that I've made multiple calls and requests but nobody is contacting me, she sighed and obviously didn't give a ****. She informed me that all she can do is to re-update my case and I am to expect a call back either from BT or one of the technicians tomorrow between 8-10AM.

My question is:

1. Can I make a complain to request some kind of compensation because I've spend a lot of money on calls..
2. What do I say to the technician tomorrow to really point out my situation and make it a serious one, so he will take some kind of action and resolve my issue and stop ignoring it..
3. Ultimately can I cancel my AOL Broadband based on this situation if they still won't be able to help me without paying the stated fees on their website? If yes, who do I call or contact?

Thank you for any help I really appreciate it because I am really frustrated and angry with the internet I am receiving. I hope you can help me.

Pat.

 

I can't help you with any of your questions but I can offer a bit of advice. When you do cancel AOL get the cancellation in writing, and if you can't do that and you can only do it over the phone then record the conversation. Listen completely to the end with the disclaimer that if you log on just once you'll be signed up again. Then when you're sure you're cancelled with AOL close your bank account that it's linked too. It's the only way to keep them from continuing to charge your account. They are leaches and the lowest of the low. That's why they don't care if you're a happy customer or not. Once a customer, always a customer, whether they want to be a customer or not.

If you have any consumer protection agencies like the Better Business Bureau in your area I'd contact them immediately.
Good luck