What a Horror - leaving AOL seems like mission imposible...

[MILOS10000]

Takes a month and a half to respond to official grievance, that is guaranteed to be answered within 7 working days...shame AOL...

Took their time

Never mind, it'll all be behind you soon...

[Fatboy71]

I left AOL last September, I was P***** around by them promising to send me my MAC code via email, every time they promised I would receive it within 48 hours and I didn't. After about six times of been told this I contacted Live Help and explained my problem to the script robot at the other end, in the end I demanded that if I wasn't given a MAC code there and then I would contact Ofcom as AOL were blatantly breaking the rule that says an ISP must provide a valid MAC code within 5 days of a customer asking for one, he then give me my MAC code.

Its with the hassle of dealing with AOL's script robot's that I now don't mind paying the extra to deal with an ISP who provides UK based customer service and who actually has a decent customer service.

[stvb2142]

yeah i know that feeling! my story was just is just as bad.
i decicided to go to aol after a nightmare with pipex/tiscali or aka piscali. i joined aohell on the 1st of may 08, i presented them with a mac from tiscali
everything ok. waited ten days for connection still no joy waited another 7days after days of phone calls to them ,still no connection, but they claimed that my broadband was active? then i phoned again & again,one person tells me it isn't connected,the other says it is? then one of the people from aohell tells me that my line was still tagged by tiscali ? i couldn't believe what i was hearing!so apart from all the lies that they had told me already i decided to call it a day with them. i informed them that i would like to leave & required a new mac they said it will take 5 days to generate.i was still left waiting with no mac & to make it worse they said i was too late to cancel the contract so i have been forced to stay til may this year.the package i took out was unlimited calls at 24.99p a month to have phone & bb under one bill. then they tell me i couldn't have that package because my phone was still under bt, then a week later they took over my phone & bb. i still refused to pay because i had cancelled it. then i got letters from them saying i was still a customer? my bill averages between 30 -45 pounds plus i have to pay for line rental to bt so for the displeasure i pay over 60 pounds a month. also the free laptop broke down after a year ,the sound went the first month & the screen picture a year later. when i phoned them to get it replaced , they said the guarantee had run out after one year. so thats really aohell. i have the transcript of the online chat with them prior to all events happening . reading is believing.


4:19:00 PMSystemWelcome Hgharwood ...
4:19:00 PMSystemConnecting to server. Please wait...
4:19:00 PMSystemConnected to eunadprod02-lux
4:19:00 PMSystemInitial Question/Comment: wrong mac code
4:19:00 PMSystemThank you for calling into AOL Broadband Live Help for account and billing support
4:19:00 PMSystemSyed RiyazZaidi has joined this session!
4:19:00 PMSystemConnected with Syed RiyazZaidi
4:19:09 PMSystemWelcome to AOL Live Help. How might I be of service to you?
4:19:09 PMSyed RiyazZaidiHi, Pleased to meet you online. How may I assist you today?
4:19:09 PMSyed RiyazZaidiHi! My name is Syed, May I know your name please?
4:19:23 PMYougary h******
4:19:50 PMSyed RiyazZaidiThank you Gary. How are you doing today?
4:21:11 PMYoui was given t6his mac LCCL1503362/GF28J but new isp saya it is missing a digit so it wont be valid
4:21:51 PMSyed RiyazZaidiI’ll be happy to help you.
4:22:01 PMSyed RiyazZaidiAll right I understand what the issue is and I will certainly assist and do everything possible to resolve it today.
4:22:01 PMSyed RiyazZaidiIn order to protect the privacy and security of your account, please verify your full name and address and the last 4 digits of your credit card, debit card or bank account number?
4:22:21 PMYoucould you please give me t6he full mac please
4:22:31 PMSyed RiyazZaidiSure
4:22:41 PMSyed RiyazZaidiPlease verify the Account details .
4:22:41 PMYouthankyou
4:23:51 PMSyed RiyazZaidiIn order to protect the privacy and security of your account, please verify your full name and address and the last 4 digits of your credit card, debit card or bank account number?
4:25:00 PMYou
4:25:22 PMYou
4:25:32 PMSyed RiyazZaidiThank you for verifying your account details.
4:26:02 PMSyed RiyazZaidiI have checked the account and can see that your MAC Code: LCCL1503362/GF28J Expiry Date: 27 Jun 08 .
4:26:22 PMSyed RiyazZaidiThis is the correct MAC code
4:26:32 PMSyed RiyazZaidiYou can contact the ISP again
4:26:43 PMSyed RiyazZaidiAnd give them the same Code
4:26:45 PMYouthats the number i have but isp says its invalid
4:27:13 PMSyed RiyazZaidiIf they again wont accept then contact Member service they will generate another one.
4:28:09 PMYoui need the mac now, not in a few days, its aol's mistake not mine,
4:28:33 PMSyed RiyazZaidiI can see that the MAC code which you have is correct one.
4:28:53 PMSyed RiyazZaidiSo you can visit the ISP again and told the same
4:29:21 PMYoubut it shows up as invalid
4:29:54 PMSyed RiyazZaidiMay be they are not putting correctly
4:30:04 PMSyed RiyazZaidiSo i request you to contact again
4:30:34 PMYoucan you check with who dealt with the mac and ask them to check it properly please
4:31:15 PMSyed RiyazZaidiIt is the system generated so it cannot be invalid
4:31:59 PMYouit should contain 16 digits not 15
4:32:59 PMYouyour staff must know this
4:33:46 PMSyed RiyazZaidiPlease bear with me while I transfer you to my supervisor who will be able to help you further. Thank you.
4:40:56 PMYoucan some one sort this mess?
4:41:49 PMSystemPraveen Sharma L2 has joined this session!
4:41:59 PMPraveen Sharma L2Hi, I am floor supervisor
4:42:09 PMSystemSyed RiyazZaidi has left this session!
4:42:32 PMYoucan you tell me why this mac is invalid?
4:42:59 PMPraveen Sharma L2MAC Codes are never invalid as they are system generated and not manually generated
4:43:58 PMYoubt tell me this mac is missing a digit, they should know because they generate the macs
4:44:30 PMPraveen Sharma L2What MAC Code has been provided to you?
4:47:41 PMYou1503362/ LCCL1503362/GF28J
4:48:23 PMYouLCCL1503362/GF28J
4:48:55 PMPraveen Sharma L2The correct code is LCCL1503362/GF28J
4:49:29 PMYoubt still claim it is invalid
4:50:06 PMPraveen Sharma L2Its not invalid
4:50:46 PMYouthey put that in their system & they still say its invalid
4:52:27 PMPraveen Sharma L2According to us it is not invalid. You can call Member Services at 0844 499 5555 and ask them to cancel this MAC and regenerate a new one, if possible
4:54:06 PMYoui dont wish to wait another 5 days
4:54:08 PMPraveen Sharma L2Is there anything else I can help you with?
4:54:58 PMPraveen Sharma L2I apologize for the inconvenience you have experienced.
4:55:05 PMYouyou have the power as a supervisor to order a new mac, i was told this by aol before
4:55:18 PMPraveen Sharma L2Let me check if I can regenerate the MAC code or not.
4:59:41 PMYouofcom also tell me that you could generate a mac on the same day
5:00:10 PMPraveen Sharma L2On LIVE HELP we have limited access.
5:00:30 PMPraveen Sharma L2However let me escalate the issue to our back end team and check if the MAC code can be re-generated or not.
5:01:59 PMYoui am not spending another penny on phone calls to aol , they have cost me a fortune already, i wi ll speak to of com after i have finished here, aol have mucked me about enough already,
5:02:21 PMPraveen Sharma L2You do not need to call.
5:02:21 PMPraveen Sharma L2I will check that for you.
5:02:31 PMPraveen Sharma L2Please be on line while I check that for you.
5:09:44 PMPraveen Sharma L2Thank you for being on line.
5:09:44 PMPraveen Sharma L2I am still checking your account.
5:09:54 PMPraveen Sharma L2Please be on line with me.
5:13:45 PMSystemYour agent has been disconnected from the system, you are now being transferred to your original queue. Please stand by...
5:13:45 PMSystemPraveen Sharma L2 has left this session!
5:13:45 PMSystemThank you for calling into AOL Broadband Live Help for account and billing support
5:13:55 PMSystemI may be with some other Members at the moment, please bear with me and I shall be with you as soon as possible
5:13:55 PMSystemSyed RiyazZaidi has joined this session!
5:13:55 PMSystemConnected with Syed RiyazZaidi
5:14:25 PMSyed RiyazZaidiHi, Pleased to meet you online. How may I assist you today?
5:14:35 PMSyed RiyazZaidiHi! My name is Syed, May I know your name please?
5:16:09 PMYoui have had enough of this time wasting! the mac aol gave is not valid , iwant this rectified today, otherwise i will be contacting ofcom as soon as i am finished
5:17:26 PMSyed RiyazZaidiPlease bear with me while I transfer you to my supervisor who will be able to help you further. Thank you.
5:17:37 PMSystemPraveen Sharma L2 has joined this session!
5:17:57 PMPraveen Sharma L2Hi This is supervisor on the floor.
5:17:58 PMYoui have now been online for nearly one hour with no result
5:18:37 PMPraveen Sharma L2You got disconnected .
5:18:47 PMSystemSyed RiyazZaidi has left this session!
5:18:57 PMPraveen Sharma L2I have just had a word with concerned department.
5:19:07 PMPraveen Sharma L2Let me explain it to you.
5:20:07 PMPraveen Sharma L2Please bear with me as I am still in talk with concerned department.
5:22:18 PMPraveen Sharma L2Thank you for being on hold. I appreciate your patience and cooperation.
5:22:28 PMPraveen Sharma L2Let me tell you that AOL is no more active on your line.
5:23:09 PMPraveen Sharma L2In fact as per our details it is tiscali on your line.
5:23:39 PMPraveen Sharma L2Please get in touch with Tiscali and obtain required MAC code from them.
5:24:36 PMYouaol told me that they now have the line, i no longer hold an account with tiscali
5:25:30 PMPraveen Sharma L2I apologise but as per our records it is not AOL on your line but Tiscali is active on that line.
5:25:40 PMPraveen Sharma L2Please get in touch with Tiscali and obtain required MAC code from them.
5:25:54 PMYoui was also told by ofcom that once i have supplied aol with mac they should have had that line cleared
5:27:00 PMPraveen Sharma L2I apologise but tiscali is still active on that line, hence mac code provided to you comes as invalid.
5:27:10 PMPraveen Sharma L2Is there anything else I can help you with?
5:28:51 PMPraveen Sharma L2As you are still inactive, if I continue to receive no response, this chat session will be disconnected after 1 minute.
5:29:18 PMYoui have contacted tiscali last week & they said my account was closed, aol also told me that one i gave them my mac on the 1st may 2008 that it was now their line, so aol better sort out this mess today
5:30:01 PMPraveen Sharma L2I am sorry to say but your line is still occupied by Tiscali and not by aol.
5:30:11 PMPraveen Sharma L2Please get in touch with Tiscali and obtain required MAC code from them.
5:30:21 PMPraveen Sharma L2Is there anything else I can help you with?
5:30:22 PMYoui alsop have speed test done on my line & it claims provider aol
5:31:12 PMPraveen Sharma L2I have already interacted with our concerned department and they gave me the details to this effect.
5:31:42 PMPraveen Sharma L2It is not AOl but Tiscali which is active on your line.
5:32:11 PMYouare you listening to me? i gave aol the first mac i had from pipex tiscali on the 1ST may 2008 which was issued on the 16th april 2008
5:33:33 PMPraveen Sharma L2Let me tell you this information is obtained from our provisioning department.
5:33:33 PMYoumy adsl ip is 92.2.30.219 that is an aol ip yes?
5:33:43 PMPraveen Sharma L2Your line is still with Tiscali.
5:34:44 PMYouthen aol yhave again they told me that if they hold my mac the they hold the line, so they better sort it out now!
5:35:54 PMPraveen Sharma L2That is not true. you have been issued with a MAC code from AOL.. is this correct?
5:36:08 PMYouyes
5:37:04 PMPraveen Sharma L2You also have requested for cancellation of aol account .. is this correct?
5:38:12 PMYoumy account should have been cancelled last fri
5:38:25 PMPraveen Sharma L2After you have been issued with a MAC code from AOL, Have you singed up for Tiscali broadband?
5:40:21 PMYouthey were original supplier, then i gave them the mac from tiscali on the 1st may 2008 LLCL0148243/GE15O
5:42:36 PMPraveen Sharma L2I apologise but as per our provisioning department your line is with tiscali.
5:43:39 PMYouALSO IF YOU LOOK AT LAST FRI CALL LOG YOU WILL SEE THE LAST NOTES LEFT. SAT MORNING LINE CLEARED & CONNECTED BY AOL
5:44:40 PMYouTHE MACWAS SUPPLIED BY ME TO AOL SO IT'S NOT MY PEROBLEM IT'S FAULT
5:45:17 PMPraveen Sharma L2I understand your concern and keeping it at top priority I consulted our provisioning department.
5:45:47 PMPraveen Sharma L2They told me that line is still occupied by Tiscali.
5:45:55 PMYouAOL HAD TOLD ME ON SEVERAL OCCASIONS THAT THEY INFACT HELD THE LINE, SO LOOK AT LAST FRI CALL LOG & CHECK PROPERLY
5:46:08 PMPraveen Sharma L2Please get in touch with Tiscali once and see whether this is true or not.
5:47:18 PMPraveen Sharma L2I checked all records thoroughly and after that I realized the urgency of your issue. hence I contacted our provisioning as that is the only source who could have provided me with exact details.
5:47:26 PMYouIS IT NOT THE JOB OF THE NEW ISP ONCE GIVEN THE MAC TO THEN OBTAIN THE LINE
5:47:38 PMPraveen Sharma L2As per them , your line is still with Tiscali.
5:48:08 PMPraveen Sharma L2Hence I would request you to contact Tiscali atleast once to find out if they really own your line or not.
5:48:28 PMYouTHATS NOT WHAT I ASK YOU. IS IT
5:49:09 PMPraveen Sharma L2If they firmly say that your line is no more with them, Then I would get your issue escalated to our concerned department and sort it to your satisfaction.
5:50:35 PMYouthats not my job, i gave you the mac so it should have been sorted by aol.,i ask them so many times if my line was still with tiscali & they7 told me no.
5:51:20 PMPraveen Sharma L2Please understand you should contact TISCALI for the correct MAC code.
5:51:47 PMYoui would not be recieving aol broadband if i were with tiscali is that correct
5:53:00 PMPraveen Sharma L2Let me re-check with my concern department.
5:53:30 PMPraveen Sharma L2Thank you for being on line.
5:54:11 PMPraveen Sharma L2I have re-checked with our concern department as you have received an Invalid Code so they will re-generate the code for you.
5:55:51 PMPraveen Sharma L2However it will take 5 working days.
5:56:11 PMPraveen Sharma L2Please come back to LIVE HELP after 5 working days in order to get the new MAC code.
5:57:03 PMYouIF YOU ARE REGENERATING A CODE THEN YOU MUST BE MY SUPPLIER ,SO WHY HAVE TISCALI HOLDING MY LINE? AOL SHOULD HAVE HAD THAT CLEARED?
5:57:32 PMPraveen Sharma L2I have placed the request to get your code checked.
5:57:52 PMPraveen Sharma L2Our back end team will check this code and will do the needful in order to resolve the issue.
5:57:58 PMYouNO I WILL NOT! YOU WILL SEND TO MY EMAIL ADDRESS @hotmail.co.uk
5:58:52 PMPraveen Sharma L2all right..
5:58:52 PMPraveen Sharma L2I will leave a note in your account.
5:59:13 PMPraveen Sharma L2However if you do not receive the code with 5 working days you should come back to LIVE HELP.
6:00:50 PMYoui will now speak to ofcom to tell yhem the outcome of these lies & of this disater that aol have left me with i will also tell local press of such stoies that have given aol a bad name
6:02:15 PMPraveen Sharma L2I apologize for the inconvenience you have experienced.
6:02:25 PMPraveen Sharma L2However the issue will be resolved.
6:02:35 PMPraveen Sharma L2Is there anything else I can help you with?
6:02:53 PMYouso do aol hold this line?
6:03:10 PMPraveen Sharma L2Is per them , your line is still with Tiscali.

[Fatboy71]

Or my god, what a nightmare, I thought I had a hard time with AOL.

Its at times like this when you have to deal with appalling, unhelpful and poor trained staff, that I don't mind paying the extra for to deal with knowledgeable, helpful staff.

[CurlyWhirly]

I'm glad I left AOHell years ago

[lilmighty]

i wonder why some people find it so hard to get a mac code from aol, it only took me a 1 phone call, received it within the hour in my inbox.

[Fatboy71]

i wonder why some people find it so hard to get a mac code from aol, it only took me a 1 phone call, received it within the hour in my inbox.

I suppose it all depends on how competent, knowledgeable, helpful the staff are that you dealt with.