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spanker
new user
Reg'd: Wed
Posts: 5
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Having called AOL Member Services yet again, I requested a MAC and was conveniently told that my account details were unavailable. I had given my telephone number, screen name, and security information.. enough I would have though to enable them to access my details (as they have done on the many previous times I've called).. After several attempts to reason with the monkey I was told that I would have to give my credit card details to enable them to access my account(!).. I refused to give this information to said monkey and was promptly disconnected. I called again ensuring my account details were readily available before requesting the MAC, however this time I was told my broadband account is already cancelled, and has been since July(!). I am now left unable to transfer to another ISP as AOL refuse to release the telephone line. I am under no contractual obligations to AOL. Is there anyway that BT can do this for me?
Fank ooo.
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Jonny555
Reg'd: Fri
Posts: 5329
Loc: Cheshire, England
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Broadband migration - Industry code of practice
Quote:
"Customers' rights and obligations
Under the terms of the code:
* The existing service provider cannot unreasonably refuse to issue an authorisation code and may only withhold a code if:
o the request is not made by the account holder or the account holder is deceased
o the contract has already been terminated and the connection ceased
However, the existing service provider must explain the reasons and supply information on how to appeal against the decision;
* The existing service provider cannot withhold an authorisation code to enforce debt collection or contractual rights. However, customers are not freed from contractual obligations they have entered in to with their existing service provider - i.e.: they will have to honour the remaining term of an existing contract or pay early cancellation fees, if applicable. An existing service provider will still be able to take reasonable action to enforce their contractual rights even after a customer has migrated to a new service provider."
Edited by Jonny555 (Thu Sep 29 2005 01:33 PM)
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clickmequick
new user
Reg'd: Sun
Posts: 17
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Hiya Spanker,
Your situation is similar to the one I had with AOL 2 years ago.
I got in touch with OFTEL as it was then, and they did nothing.
So, I did a Google search for AOL CEO to find out who was the head man at AOL. Sorry, as it was so long ago I cannot remember the details and it is probably someone different now.
Try a Google search for yourself and mail the head person at AOL.
It worked for me. Even though it took 3 months to happen.
Please remember that the staff you contact at the call centre can only do what the company systems allow, and however frustrating it is for you, it must be just as frustrating for them to work for such a bad service company.
Personally, I will never have anything to do with AOL again. I was even offered a free rental from them when I disconnected. I politely declined their offer.
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skampydog
regular
Reg'd: Tue
Posts: 642
Loc: Yorkshire
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America Online
Richard Parson
Interim CEO
22000 AOL Way
Dulles, VA 20166-9323
tel 703-265-1000
--------------------
XP Home
Office Pro + FrontPage, IE6
AVG, Zone Alarm
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chris49
regular
Reg'd: Tue
Posts: 437
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isnt there a head of aol for the uk
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LennieM
new user
Reg'd: Sun
Posts: 12
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I know it's no consolation but I had no problem migrating from AOL to BT - once I found someone at AOL Tec Support who knew what a MAC number was! Once the line was changed, I was offered and accepted the full AOL service (using a BT Broadband line) on a "Bring Your Own Access" (i.e. considerably reduced)subscription.
Perhaps, as with most helplines, you have to persist until you find someone who knows what they're talking about.
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ianm
regular
Reg'd: Fri
Posts: 347
Loc: Colchester
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I am with AOL and may soon be going to BT, just for my information what is a MAC just in case I need it and it sounds like I might.
Cheers
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putasolutions
regular
Reg'd: Tue
Posts: 12279
Loc: Infinity and beyond
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MAC = Migration Access Code
AOL have signed up to the code of conduct regarding migration, however, see this thread, it doesn't always go too smoothly 
--------------------
"Only the stupid don't ask questions."
My piccies
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spanker
new user
Reg'd: Wed
Posts: 5
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Unfortunately the MAC route doesnt always work, as in my case. After almost two months of trying it had to go to the ISPA and a complaints procedure before AOL would cancel the account. Only then do you receive the email of appology from some muppet at 'customer resolutions' saying that they do their best to provide a quality service.. Quality service me a***.
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