Aol and the carphone warehouse (AOL Broadband)

Member Name: 1983home

Product:	AOL Broadband
Date:	18/04/08 (251 review reads)
Rating:

Advantages: none

Disadvantages: They do not support various routers

I have had more problems with my internet provider in the last two month that i have in the five years with them.

The problems started around three months ago i had been out and brought a d link router about 2 years ago and it has all been working fine until 3 months ago the signal started spontaneously dropping for a few days and then all of a sudden reconnecting as and when it felt like it.

I must have spend 3 saturdays on hold to the AOL customer services where the first week they told me that i need to change my user name and password but that they could not help me change it on the router as they do not look after the router i had, i then spent time on the monday to d link as typicallly they are(open monday to friday 9:00-4:30) where i was talked through getting all the settings changed.

This then work till the following saturday where the Aol customer services finally decided to tell me that the had sold to carphone warehouse and that they were having a few problems once again they claimed i needed a new password and to speak to my router provider to have the setting changed, i did and this time no such luck again. More calls and an hour on hold later being transferred from each department, it was stiil all my routers fault even though it had been working for the two years prior.

So telling them i would admit defeat and i wanted to leave aol, unless they sent me a router that they were prepared to support an no extra cost to myself. They agreed and said that they would send it to me and it should be here within a week.

Two weeks later still no router i called again to be told that it had not been sent and they had no recollection of the conversation. I then after another hour went through to disconnections WHERE i finally spoke to someone who listened to me he offered me a free router and reduced the cost of my internet for the next 6 months. I finally got my router which Aol support which is a netgear, after it arrived in which it was left on my doorstep.

I set up the new router with no problems but when it came to connection it still would not work spoke to aol again who said it was not their fault and that the cable that they supplied with the router that they supplied must be faulty and that it was my problem and i need to go and buy a cable.

Reluctantly as i need to do some work from home i had to go and buy the cable and it worked but no thanks to aol their customer services is the worst i have come across and ever since they have moved to Carohone warehouse there has been nothing but problems.

I would recommend that is your with AOL make sure that you have a router that they support at leat then you winning half the battle when it comes to dealing with customer services.

Summary: Aol struggle in the takeover