AOL Broadband

Customer reviews

• I was originally with Compuserve (Dialup), before AOL took over and have supported them for 15 years, I've had problems in the past and AOL support have been able to sort them out.

  My download speeds (broadband) have never been quick, even when I was paying £29.99/month; now paying £14.99 (silver service?) after I told AOL I wanted to leave a couple of years ago, because I could get a better deal elewhere!

  My speeds were similar, but over the last 3 to 4 months my speeds have dropped off to a rediculous 0.1Mbps (0.2Mbps when connected through the Ethernet cable...... wow!)

  I have checked everything, gone through the lists, with no joy........... so like many others that have been disappointed with AOL's service lately, I can no longer accept the numerous and often feeble excuses that the Indian centre try to fob you off with.

  It looks like a choice between Sky (already have HDTV service); O2 or my mobile provider Orange.

  Wake up AOL and smell the 'proverbial' that you have left so many in.
  Goodbye from a not so happy, long standing customer.

  NO STAR RATING FOR 2009 4.5 STARS UPTO 1995-2008!

  Dave, 17th October 2009

• Very poor service ever since renewed my AOL service and upgraded to Broadband through Carphone Warehouse; BT reckon 6Mbsp available but typically only 2Mbsp speeds through the Carphone Warehouse server. Looking to swap to BT Broadband at renewal. Looks like I'm not the only one out there complaining.

  Biernfels, 3rd October 2009

• Been an A.O.L. customer for 10 years. There's a whole lot of stuff on there that I'd never use, but living in London I've had no probs with connection or customer Service when needed. It's worth paying a little more for the best.

  Baz, 4th July 2009

• Signed up for AOL LLU package in March and have had no complaints so far. I get a constant speed of over 6Mbp/s, no drop-outs and cheap bills. Was originally going to use BT, but they would only guarantee a speed of 256Kbp/s at nearly twice the cost. If you can get the LLU service, I'd really recommend it.

  Robin , 8th June 2009

• Been with AOL since the very start, always had perfect service.... Until Carphone Warehouse got their finger in. I seem to be contacting support every few days due to real bad connection issues.. Come on AOL pull your finger out

  Kevin, 26th May 2009

• I've been with AOL for around 7 years now. At first they were really good. But in the last year and a half all sorts of things have happened. I get disconnected for no apparent reason, some days I can't get online at all, and they have stopped recognising me as a customer - so I no longer have a proper account, hence I've lost all my old and saved emails etc. It's a joke! It also crashes all the time when I try to read emails via Outlook - and I mean about 20 times a day. I can't get any customer support (not a customer, remember, even though they are happy to take my money!). Tried sorting it out a couple of times and just ended up in a bizarre circular limbo with different people, so gave up. I think they are a service sadly well past its prime.

  Leonie, 20th May 2009

• I think that whoever you're with a few people will always have a bad experience. Shame Sue's has been with AOL as I've been a customer of theirs for a long time and it's been plain sailing all the way!

  Caroline, 13th May 2009

• In the 12 months that I have been with AOL I have spent weeks at a time offline, waiting for new routers, passwords, etc. My telephone was disconected 10 days ago and after daily lengthy telephone calls to India was told that because it was Easter!!!! they were unable to remove the bar as there was no one available to do it and it would be a further 48 hours - this was stated on a daily basis - I am still waiting - DONT GO NEAR AOL - false promises and lies and extremely POOR Customer Service

  SUE MOON, 15th April 2009

• We have recently moved to AOL following a nightmare with another internet provider and am so glad we did, since we had AOL I no longer have to work my life around calls to the help desk - AOL has been great!

  Jemima, 6th April 2009

• AOL 9.0 VR bug and spyware ridden, numerous disconnections, slow connection, stressed out CPU often at 100%. Huge waster of customer's valuable time with extra spyware scans to remove their spyware. Reboots to recover from AOL hogging 100% CPU which grinds PC to a halt. AOL very very poor since joining with Carphone Warehouse. Not recommended.

  v, 5th April 2009

• We have AOL broadband in our house - 5 medical students all working all hours of the day and night - so far no problems, I'd recommend it!

  Aimee, 26th March 2009

• Anyone thinking of going onto AOL Platinum be warned, its slower than dial up because the AOL 9vr software is a bug ridden piece of junk and not fit for purpose. Heres what you get for 30 pounds a month, an overheated and stressed out CPU, Jet lag waiting for pages to load and high blood pressure. You have been warned.

  AOHELL, 21st February 2009

• Useless! I am tired of paying for a service stating a Super-Fast Broadband of up to 8mbps but which only delivers 416kbps. AOL obviously don't pay the slightest attention to the enormous quantity of disgruntled customers that have left reviews complaining of dredful service on this site. So long as the money keeps rolling in then they are happy to provide a broadband service that seems to be no quicker than dial up. Poor, Very Very, Poor !!!!

  Darren, 20th February 2009

• Have tried to cancel aol for the passed year - they still taking money after numerous attempts of cancelling and trying to obtain a refund of monies as I been able to connect with aol dial up for over one year. I now use Orange.

  Kay , 16th February 2009

• RUBBISH SERVICE! Don't sign up! I have been with AOL since 2003 and in the last year their service has been terrible. Connection problem every month without fail, useless customer service. Cancelling with them just now

  Liam, 12th February 2009

• I recently had to move house as I lost my job, I thought would be a good time to switch from dial-up to broadband and as i've always been with AOL I thought I would see what they could do. After waiting 25 minutes just to talk to someone I was told yes I can have broadband and in my area I could get between 2-4 mb and I would receive my wireless router in about 10 days. I waited and nothing so I rang again and low and behold I couldn't have it because of some proplem with BT - wrong I called them too. Now mulitply everything I have written here by 3, and yes i'm still on dial-up!

  Kelv, 23rd January 2009

• Please please please, DO NOT EVER JOIN AOL!!!!!!!!! Words fail me to describe the pure anguish and frustration I've had in the time I've been with them. Once a week I without fail will have to talk to one of the useless creatures they have managing their phone lines, and the conversation will always be the same:

  My 8meg connection isn't even running at 0.5meg, yes I've got a brand new adsl filter on my phone line, yes the router is plugged into the master socket, yes I've turned it off waited 60 seconds then turned it back on there is not anything else I can do here at my end - the problem is at YOUR END! Every time they will do the same thing which is give me a new username and password for my router to connect with and it will take the best part of an hour for the idiot i'm talking to, to figure this out when I'M TELLING HIM WHAT THE PROBLEM IS!!!!

  Dave, 23rd January 2009

• I don't understand how this company is running.. and why people are using their service as I believe everyone has problems with it . We were using AOL ...in the begning it was good but later on we had several problems with the router... customer service are very rude and not helpful The whole management is irresponsible . I am with Sky now at the moment, it is cheapest and has a good speed connection.

  SAm, 15th January 2009

• I was with AOL for 7 years, at first they were good until the last year I had problems and they did not solve them. They kept cutting off the internet - really infuriating, but they did not help so I am now with tiscali so far so good - the best deal yet.

  louise, 13th January 2009

• I've been with AOL for nearly 6 years now and not had major problems, but last year I have had connection problems. The tech guys said it was BT ...BT said it was AOL! In the end AOL paid for BT to come and check my line out.. Got me sorted. I got the compensation for the calls I had made. Since then I have been happy but two weeks before xmas I had bad connections again. They have sent me a wireless router but I'm still waiting for the code before I can use it. I won't be going anywhere else just yet because its so cheap.

  Ruth, 10th January 2009

• I would advise anyone reading this - do not EVER EVER join AOL. Ive been with them 4 years and first couple were OK for connection/speed then things went down hill rapidly especially after carphone warehouse bought their UK business. Im supposed to get 2meg (2km from exchange) but have got 100kbs most of time for last year and never even close to 2mg. P2P? Forget it, they totally block it, song takes about an hr and a full vid takes dosens of hrs.Customer service?forget it - charge you 7.5p per min for usually useless advise/lies/excuses after 45mins or get hung up on conveniently (happens atleast every third call to tech suppport in india, seriously). Think of leaving them at end of contract - forget it - they pretend they are sending code needed to transfer to to new isp - having this problem currently and from forums 1000s of others have had along with other issues mentioned. PLEASE do RESEARCH on them as you might pay hefty price for 1995 internet like I do. Never post on these type of things but I had to when seen this chance to warn people. No star rating, if minuses were possible...

  lf, 3rd January 2009

• Stay away from AOL!!! We have had nothing but problems with them. They have lost my bank details twice and did not bother to tell me until I had to pay a whopping great bill near Christmas. The call centre staff are incredibly rude and when I asked to speak to their manager they cut me off. We will be cancelling the contract as soon as it runs out at the end of January. Stay away from them!

  Steph, 3rd January 2009

• I have been with AOL for 12 years. I've never needed support, just a connection. They have been okay, but I know they are ripping me off with prices and I will change to someone else.

  SF, 6th December 2008

• This is up and down on connection. we have been with them years, but at times its hard work just geting online. They used to have a news comments feature which was very interesting that has gone now, can't give a good reason for anyone staying with them or signing up to them. Oh they phoned and offered us a new cheaper package which never materialised.

  c scarborough, 17th November 2008

• Don't go near this deal because of free laptop. I did and my speed initially was around 6.5mb (my previous ISP gave me 8Mb) but after a few weeks I can get no more than 1 - 4 Mb - Tech support useless, excuses after excuses. I am so unhappy with AOL. Don't touch them. Tech support rude, don't listen and break committments to call you back.

  Martin Phillips, 23rd October 2008

• I've been with AOL for around three years now and it just gets worse and worse. My internet is so slow pages often take minutes to load instead of seconds.

  The connection constantly cuts out and I have to phone the useless expensive helpline. I'm put on hold for up to 40 minutes at a time and then finally get put through to someone I can barely understand.

  They come up with constant excuses and make many promises but never deliver.

  My mac code should be with me in the next day or so and then I am leaving AOL forever. To anyone getting new internet I would advise AVOID AOL LIKE THE PLAGUE!!!!!!!!!

  They don't deserve any stars but I have to give them one.. I wanted to give them zero!!

  Hazel Sharratt, 23rd October 2008

• Cheap as chips at £4.99. Great deals and great service. No problems reported from this AOL Broadband user!

  Marie Ryder, 23rd September 2008

• Appauling service since the CPW take-over, Indian call centres with rude, useless techincal staff (I know more than them!) and you pay for those calls! And now I'm locked into a 2yr contract, I will be contacting Ofcom and I suggest any more aggreived customers do the same! I've been with AOL Broadband for 6 yrs!

  kerry, 14th September 2008

• I have had the Broadband coming up a year now with AOL Broadband and for nine months of this I have been connecting at 256kbps (1/4 of a meg) but had been connecting at 1.1 with Orange for about 2 years previously. My speed was supposed to be 2.2 mb and was connecting at 1.9 for the first couple of months AOL broadband blame BT and BT blame AOL Broadband, one thing I have noticed is that my line test now tells me I can only connect at .5mb wich is a 1.7mb drop?? BT cant tell me why.

  Darryl Ward, 10th September 2008

• I've been an AOL Broadband customer for about seven years. It used to be a good service but things have gone downhill since it was taken over by The Carphone Warehouse. Download speeds have slowed dramatically and it is often difficult to connect. My connection is supposed to be up to 8Mb but now it never exceeds 1Mb. When you talk to the helpline they come up with all sorts of excuses.

  I will be leaving as soon as I can. Don't sign up to AOL Broadband or any other service provided by The Carphone Warehouse.

  mark quin, 4th September 2008

• I'm appauled with AOL Broadband, like many others we have been with them for years! Over the last 8 months I've had nothing but trouble when connecting. When you ring the help line or go online they ask you to download this and renew that (we have done all of this) then they say it's AOL Broadband's fault and will be rectified in 3/4 days and it never is (do they ever read thier own message boards? As that is a cry for help in itsself). Today I complained to Ofcom re all of the above as I feel it is unfair that they are not fulfilling any of their promises and getting money for nothing! Why should we be stuck in contracts that they are not fulfilling? It's time something was done about it.

  wendy BETTS, 18th August 2008

• I had AOL Broadband working on XP. But since I upgraded my laptop to a Dell with Windows Vista OS, I have not been able to get AOL Broadband to work on this new laptop. Is it that AOL Broadband is not compatible with Windows Vista? I have made several calls to their helpdesk to no avail. It is always promises with no solutions. AOL Broadband has a lot to do in this regards, a lot of customers like me are frustrated by their unresponsive support team.

  Tola Akorede, 5th August 2008

• I've had problems for weeks now. My connnnection fails and I have great difficulty restoring it. The helpline people restore my connection but do not seem able or willing to stop the error recurring time and time again. In addition the people on the helpline are very difficult to understand due to both poor audio quality and the fact that most have very strong Indian accents. My advice is stay away from AOL Broadband.

  Martin Davies, 5th July 2008

• I've been with AOL Broadband for about 6 yrs now and I've had the free laptop for about 3 months. I've never ever had any problem with them, they're always on hand when I need help plus my mum and my brother have been with them longer than me and they have never had any problems.

  AOL Broadband are the best, I'm sorry if u have had problems with them .

  nick marshall, 22nd June 2008

• Ever tryed having a conversation with a cabbage? You might as well start getting into practice if you want to join these guys.

  DONT DO IT, STAY WELL CLEAR!

  sam, 19th June 2008

• Pathetic, very expensive... Awful.

  Bruce , 17th June 2008

• AOL Broadband are rubbish, as one report stated before, they promise you the world and NEVER follow through. Our connection is so bad, from the hours of 9 till 5 the connection cuts out 30 - 40 times a day on average! Even if you're on the internet and pop to make yourself a cuppa it cuts out. Their so-called customer support is rubbish! If you have a strong accent like mine they dont understand a word you say!

  kate, 28th May 2008

• I was with Orange broadband before I moved to AOL Broadband and what a mistake that was. Since Carphone Warehouse took over AOL Broadband, things have gone downhill. Don't join AOL Broadband, Orange is better.

  tony (Stalham exchange), 28th May 2008

• I have been with AOL Broadband for 9 years. The last 5 months have been awful. I'm supposed to be receiving 2Mb and am only getting around 300kbps, I was told by customer services that this was actually very good. Too many excuses, too many lies. I have my MAC code and am going to BT. Goodbye AOL Broadband you won't be missed.

  jerry, 20th May 2008

• I am very unhappy with AOL Broadband. I have been a customer for over 10 yrs and could have bought a couple of laptops with the money I have spent. I am seriously considering changing my provider.

  kathy, 20th May 2008

• I've been trying to cancel my AOL Broadband account for the last week. I rang the cancellation dept only to get a recorded message saying "service unavailable please send an email to blah blah". I have received no reply yet after 1 week (BT have an offer on this month wonder if its just a coincedence that no one can cancel?)

  Slow, unreliable, unstable - avoid unless you like being stuck with no escape!

  colin rogers (Crediton exchange), 7th April 2008

• I recently took out an 18 month contract with AOL Broadband to speed up my broadband to 6Mb. Not only has my connection slowed 1Mb less than what I had before, but also the support is pathetic. They constantly appologise, lie and give promises which they have no idea if they can stick to... Be Warned

  Sam (Bowes Park exchange), 3rd April 2008

• Like all others, since the CPW has taken over, I am now only receiving 500kbps, having previously been getting over 2Mb which I was quite happy with before.

  Anyway I have got my MAC code and I'm leaving.

  Don't be fooled into signing up to one of AOL Broadband's packages.

  paul, 28th March 2008

• Avoid AOL Broadband like the plague... AOL Broadband used to be one of the best companies to supply an internet connection. I have been with AOL Broadband for over 5 years and in the past year AOL Broadband has gone downhill.

  They are one of, if not the, most expensive broadband provider provider in the UK at present. Like someone said before, they only care about attracting new customers and are not bothered about existing ones.

  I have 6 months of my contract left and when it runs out I will not renew with AOL Broadband. The customer support is useless unless you get through to either a Scottish or Irish support centre. As someone also said, when you wish to cancel your contract they promise the earth but deliver hell.

  I fell into this trap when I came to the end of my contract and phoned to cancel. I told them that my speed was too slow for the money I was paying £24.99 for 4Mb (supposed to be up to 8Mb). They said I could have a free router and only pay £9.99 a month and they would look at my speed, my speed is now 1Mb faster, at 5Mb, but I'm tied down to an 18 month contract.

  To sum up, if you are considering AOL Broadband, think again, there are so many other ISPs on the market with much better, prices, speeds and customer service centres that are free and in the UK.

  Thanks.

  Dean, 25th March 2008

• I wholeheartedly agree with the previous posts. AOL Broadband have been having frequent network-wide problems.

  When I tried to leave, they were very reluctant to give me my MAC code and darkly hinted that I would have problems with a switchover. They sent me a new router (Speedtouch, as flimsy as something that falls out of a christmas cracker) instead of the promised Netgear and reduced my price and supposedly upped the speed.

  However we've experienced multiple service losses over the past weeks with not a word of apology or explanation.

  Avoid AOL Broadband like the plague. Honestly. Don't do it.

  Simon (Thames Ditton exchange), 20th March 2008

• AOL Broadband is useless. Sometimes you can't get online at all. When you do get online, it's not for long! The software is slow, clumsy and unreliable. Don't go there!

  We intend to switch providers ASAP.

  Vole (Kneller Hall exchange), 15th March 2008

• An example of AOL Broadband's service. For the last month, I have been getting speeds of 432k. I'm actually paying for up to 8mb. AOL Broadband care only about new customers, offering all kinds of incentives to sign up.

  As soon as I can get out of my contract with them, I'll never go back. I wish I could give them no stars because they don't deserve the minimum 1 star I'm giving them.

  Mike Wilson (Egremont exchange), 11th March 2008

• I have been with a few ISP providers over the years, and AOL Broadband were always very good.... But not anymore. I would challenge anyone to find an ISP provider who was as incompetent, unhelpful and downright useless as AOL Broadband.

  One of the main problems are the promises they make you if you want to cancel your account with them, they will promise you the Earth if you will stay, and tell one lie after another so you don't leave, but be careful because they won't give you what they promise. They still advertise packages with unlimited downloads, but they don't actually do any unlimited download packages anymore. They tell you you can have your old account at a new lower price, then when you get confirmation of the new price you find that your unlimited download account has been changed to 10GB. the list could go on and on.

  Here's a tip for you, if you need to contact their customer support people, don't phone them, use AOL live help this is faster, costs you nothing and you seem to get through to someone who can actually read and write in English.

  But an even better tip is to just keep well away from them, I have given them a 1 star rating, but that is only because there is no option to give them a minus rating

  Foxx (Bradwell Abbey exchange), 9th March 2008

• My problem with AOL Broadband is that if you have been with them for a long time (10 years) you just end up subsidising all the people who get free laptops.

  I pay £29.99 a month - give me something!

  A.J.WATKINSON, 8th March 2008

• The worst customer service I have ever experienced. They have not got a clue what they are talking about.

  The speeds are awful and the constant problems with disconnections is just a joke.

  Stay away from this company. They are also terrible to get away from should you be unfortunate to have an existing contract.

  Dave, 7th March 2008

• I have been a customer with AOL Broadband for over 11 years and like Martin I have had nothing but problems since Carphone Warehouse took over. I pay for up to 4mb but now after a few checks have found I'm getting 938kb which is less than 1mb, but they still take the 4mb money every month, as well as being disconnected quite often, I'm now looking for a refund (some chance) and want to change my provider.

  Michael, 1st March 2008

• AOL Broadband has been terrible this last week, I am suffering from constant lag on the internet. I've tried to play a few games but it is impossible. I suggest AOL Broadband get their thumb out and do something before I switch providers.

  James (Holland On Sea exchange), 29th February 2008

• Agree with Martin, since AOL Broadband joined up with The Carphone Warehouse there speeds have dropped a hell of a lot and the customer service is very poor. It did not help that they changed my password and forgot to tell me!!!

  I am ment to be running 8mb speed. I just tested my speed and it hit a max of 700kb! AOL is going down the pan.

  Damian (Clacton On Sea exchange), 28th February 2008

• I took up the laptop offer through the Carphone Warehouse on AOL. I migrated from Tiscali with the promise that I would have no loss of connection. Well, I had no broadband for 5 days due to errors with usernames and passwords that AOL had given me. It takes ages to get through to internet pages and sometimes I am without any connection for several hours. I never had the problems before with Tiscali or Pipex. 

  Tech support are useless. You have to wait between 30 minutes and 1 hour to get through and then they don't speak very clear English.

  My advice - Stay away from AOL. The service is very poor. Im tied into a 2 year contract which Im trying to get out of, so be careful.

   

  Mark (Windsor exchange), 26th February 2008

• I have been with AOL for over five years and recently signed up for the free laptop offer. Yes it was a good deal. I took the £24.99 a month package with unlimited calls, however, I have had constant problems for several weeks now. Slow speeds and disconnection problems. On one occasion I was unable to connect for two days.

  I made several calls to AOL and each time was left on hold for 40 minutes - so much for the free calls when AOL charge 7p a minute for tech support. AOL should be ashamed, they are letting their customers down and not providing the service they promise.

  jan birtles (Shaw exchange), 19th February 2008

• I have had nothing but problems with AOL. It takes ages to get through to anybody in customer services who can help you and, when you do get through, they can barely understand you due to their poor English.

  Their broadband service is appalling, I suffer constant disconnections and really slow speeds. My contract runs out on Feb 22nd, and I am having problems with them agreeing to cancel it. A total nightmare- never again will I use AOL or recommend it to anybody.

  Sandie, 18th February 2008

• Having been with AOL for more than a year, I recently signed up to the new laptop deal, also got increase in download speed, which, after some teething problems is now excellent. What more can I say - I'm delighted!

  Eddie (Provanmill exchange), 6th February 2008

• Carphone Warehouse are bringing AOL down to their level. Since the network changeover I've suffered constant disconnections, slow speeds and quality of service under 50%.

  Steer clear and try O2, or one of the other cheaper faster and better rated ISP's.

  martin (Berkhamsted exchange), 5th February 2008

• I think that it's disgusting that AOL Broadband treat new customers with free gifts, while faithful AOL Broadband users get nothing but grief, slow speeds and constant conection problems.

  The sooneer my contract runs out the better, I look forward to moving on to greener pastures. Dont choose AOL Broadband, they are a waste of money and time.

  pete (Lymington exchange), 4th February 2008

• I have had trouble trying to get customer services to understand me but all in all AOL service is good and the silver package I'm on is giving me 6.5Mb speeds. I've been with them for about 2 + years.

  AOL ANY DAY FOR ME

  binnie (Bordon exchange), 2nd February 2008

• I'm shocked!!! Voted no. 1 - AOL??? Having been a loyal customer for many many years, I have had nothing but trouble with AOL. I can't understand their customer service advisors, I requested my MAC code a total of 14 times and not once did I get it. I asked to leave at the end of my "time" they put me on to a new packeage in which I am now stuck until June this year - I didn't even know this until I rang to request the code yet again in December.

  Absolutly disgused.

  IF YOU ARE CONSIDERING AOL....DON'T!!!!

  Ria (Newtown exchange), 25th January 2008

• I am disgusted that AOL can offer this free laptop to new customers for £19.99 a month with 8MB broadband. I have been a loyal AOL customer for 8 years or more and never missed a payment.I am now paying £29.99 for thier so called "8MB Platinum service" which in all honesty runs so slow sometime's I may as well have Dial-up. I have contacted them (AOL) with my query and they have no sympathy and will not even reduce my monthly payment's.

  All in all AOL are probably the worst ISP out there so steer clear if you can.

  Tony, 24th January 2008

• I'm happy paying AOL £9.99 for a good broadband package. It was a good offer and it works. Customer services were fine when I called them to help me fix a minor setup query. Ignore the moaning, the new deals are great as far as I can see. Nice one AOL.

  Herman G, 11th January 2008

• I totally agree with Kevin, after 7 years paying £24.99 I am leaving. Apparently I have to pay £10 per month extra for a new package as aol doesn't have the right equipement in my area!!!!!!!

  Bye AOL

  Julia (Etwall exchange), 9th January 2008

• Since joining AOL broadband my connection has slowed up dramatically, it is now painfully slow!!! Also why am I paying £24.99/month as an existing long term customer when AOL are offering the same package to attract new customers for £19.99????? Time to look elsewhere I think!

  Kevin Stead (Arbroath exchange), 5th January 2008

• Good , broadband, good customer service well done.

  debbie (Perranporth exchange), 20th December 2007

• good broadband, good laptop. thanks AOL.

  frank jones, 18th December 2007

• I'm off as soon as my contract is up- 1 week left yippee

  bradley turton, 6th December 2007

• What a joke, I signed up for my Broadband/Laptop offer on the 4th of November! I STILL have not heard anything and don't get any answers when I phone up. It could only happen to me. AOL say "You need to phone Carphone Warehouse" CPW say "You need to phone AOL" Arrggghhh!!! makes me want to pull my hair out.

  Tej M, 5th December 2007

• Have today cancelled my contract with aol, they breeched the terms!

   

  I wanted a £150 laptop but the sales rep ordered me the free one! I spent about 8 hours on the phone trying to get it sorted out. All to no avail! They posted out the free one anyway! No good to me!

   

  Customer services is in india, you have to kick up a stink to speak to someone nearer! (Ireland)

   

  Please hold...... Please call this number..... Please hold.... wrong department sir... please redial..... etc etc!

  Phil Mottershead (Norwich City exchange), 29th November 2007

• Never dealt with such an unprofessional company as AOL. Three months I've been waiting to change over - twice we've given a mac code, they've sent umpteen letters, plus when you want to talk to someone they just fob you off or pass you to someone else who does'nt want to know . Today we recived another letter saying switch over date is 30th November when we spoke to someone finally, they said the contract had been canceled, twice this has happened. They dont know what they are doing - very dissapointing. They have told our broadband company we were switching over on the 30th and told us it's cancelled - rubbish.

  y simpson (Ripon exchange), 24th November 2007

• I am very happy with AOL and have been for 7 years. Reccommended by me.

  Herm Harta, 23rd November 2007

• I cancelled my broadband with AOL about 6 months ago because they were not good from the beginning.  They called my wife and then they started to take more money from my credit card. I called them and they told me it was because I agreed for AOL Talk - I never did that. They said "it is not problem and is cancelled for you" but that joke cost me £70. I tried to cancel but I have had to pay all year so beware. My advice is if you are happy with your provider keep them.

  cesar el paisa, 22nd November 2007

• Stay well clear. The worst customer service ever. Call centre in India... need I say more.

  B Johanson (Loughborough exchange), 21st November 2007

• I signed up to the free laptop and it's great! Good broadband and an excellent Dell laptop. Seems a good option to me. AOL are renowned for good service after all and in my experience it's for good reason.

  J Marden, 19th November 2007

• AOL broadband is the worst ISP next to BT broadband. I have tried almost every ISP on the market and BT and AOL are by far the worst ever.

  t lopez, 18th November 2007

• AOL are a joke, in the last 2 days I have spent over three hours on the phone to member services, speaking to no fewer than 12 different people. Problem still not sorted.

  This free laptop offer will probrably end up costing me the price of a new laptop in phone call charges.

  Representatives are unhelpful and keep you on hold for disgusting amount of time.

  I have been with "AOHELL" for over five years now but I have had enough. Looking to change provider.

  Paul, 17th November 2007

• Brilliant broadband and good value. I got a free laptop and I am very happy with it. Ignore the AOL Broadband haters. I have a perfect experience since signing up.

  sarah kahn, 11th November 2007

• AOL broadband is extremely slow, had a speed test done and it is less than 2 meg. You seem to wait forever for the next page to appear. I would cancel if I could get through on the phone, but they deliberately keep you waiting to rack up the cost. Funny how its a free phone number when you want to join up.

  john lonie, 10th November 2007

• Tried to order free laptop, was told credit rating was not good enough. But both AOL and Carphone Warehouse were willing to offer me other broadband deals - I refused and went back on line and then found out that AOL and Carphone Warehouse were one of the same company.

  DO THESE LAPTOPS EXIST!!!!!!!

  christine Larter (Colne exchange), 7th November 2007

• AOL are the best ISP in the UK - I know - i've been with 3 different ones in the last 7 years! AOL are by far the most reliable and the best value.

  O Pearson, 31st October 2007

• Been with AOL for approximately four years and it never worked 100 percent for much of the time. I lost connection for no apparent reason, technical support can't wait to get you off the phone. I have been cut off recently for the last month at 6Pm - I have spoken to at least 10 different technical advisors who dont listen and I am about to cancel my subsription. I have had enough.

  stephen moroney (Knottingley exchange), 30th October 2007

• AOL are the best UK broadband provider by some way. They offer great value and unbeatable reliability. A great company.

  Graham Ray, 30th October 2007

•       <p>Signed up with AOL through CPW on 11th september &amp; gave 30 days notice to NTL. I was thinking that I would be running two broadband providers for a couple of weeks. There was a problem getting my BT line clear so my account was put on hold. 3rd October my BT line was clear and I went to CPW to progress with the order. I thought great as I should just about get my AOL before cable turned off. 17th had not heard or recived anything thing from AOL or CPW so went into store. AOL had nothing about me going into store on 3rd Oct and had cancelled my account on 9th October. I tried to resign in store but they could not get the store&#39;s computer to understand that I had not got an account and I was asked to wait 3 days before re-trying. I went into store on 23rd Oct to resign again only to be told that my debit card was rejected as it was not registered at my home address. It is! So I got husband to sign up instead of me. I had been happy with NTL for five years and only went for the AOL offer due to the laptop. I have now been without broadband for 2 weeks. Let&#39;s see if next week its all sorted. </p> 
  

  jayne (Great Yarmouth exchange), 30th October 2007

• Very happy with my free laptop and AOL Broadband support seems more than fine. The broadband itself is fast and functional. And the free wireless router has literally changed my life!

  Katie Moore, 29th October 2007

• Signed up for the free laptop offer on Sept 7th and AOL switched off my broadband connection with my previous ISP (BT) on sept 24th.I was told that my new router and installation CD would arrive within three working days. It arrived, after numerous phone calls to India on 24th October. Yes a whole month without broadband just because they kept having "technical problems". So far (2 days) everything seems to be working OK but of course there is no sign of my free laptop although this was also promised within three working days. This has not been a very good start to my two years with AOL and its looking like i will regret leaving BT where I had no problems at all for more than four years.

  Glenn Norman, 26th October 2007

• I recently moved from another bundle provider to AOL, as I figured i wanted a good service from a well established company, and i have not been disappointed, it does exactly what it says on the tin! I am thoroughly impressed with the support i have received and would recommend AOL to anyone - plus the laptop is brilliant!

  Henry Chalkin, 23rd October 2007

•       <p>After 7 years on Aol think i know it well enough to comment on! Since it was taken over by the carphone warehouse the service has gone down hill. They do all there system upgrade during busy times. They say they have very strong rules but they don&#39;t care what is going on. They are over priced. Their customer service is dreadful. In short i am leaving AOL to a much cheeper provider on the next gen adsl line 16 meg for &pound;10.00 a month beat that aol. </p>
  

  paul smith, 23rd October 2007

• I've just signed up to AOL's new offer with the laptop, and I am extremely impressed. the laptop is brilliant, and the service has been perfect so far. If you are looking for wireless broadband and you need another computer look no further. Excellent deal!

  James Chipperfield, 22nd October 2007

• My mum has AOL. I came to visit her this weekend. Did I spend any time with her?

  No.

  Why I hear you asking?

  Well, AOL is rubbish. She's determined to stay loyal to them and not change. But all she gets is hassle.

  It won't let her connect properly, add new users, etc. The list is endless. 

  As well as being slower than the Royal Mail, the customer services are also pants. If you love calling Pakistan for nonsense and unhelpful 50 minute calls (at 5p a minute), then AOL is the place to be!

  I would rather poo on my computer than sign up to AOL...

  The spawn of Satan!

  Cora Newman (Swindon exchange), 21st October 2007

• Worst ISP I've ever dealt with. Existing customers treated worse than new ones. Can't wait for my contract to end.

  Bill Starkey (Latchingdon exchange), 20th October 2007

• Having been a loyal customer with AOL for five years I too have been told that I am not allowed to take advantage of the AOL laptop offer.

  It seems that poaching new customers from other ISPs etc means more to AOL/CarphoneWarehouse than the loyalty of their existing customers. I would consider going to Orange and take advantage of their offer with PC World but I understand that offer has ended.

  Mick, 12th October 2007

• What a waste of time applying for a free laptop with AOL! I was told by a customer service agent that 80% of applications are turned down. Me being one of them.

  Darren, 10th October 2007

• Most members who are with AOL dont realise Carphone Warehouse are running the offer so it isnt AOL causing the problem, the credit checks are something they obvisously feel are necessary!

  dave, 7th October 2007

• I am now at the end of my contract and have been refused the laptop offer, I am very disappointed as I have been a customer for 3 years, I am definately leaving and going elsewhere, very disappointing!

  sarah d, 5th October 2007

• Brilliant but it wont let me play games, yet my sister can. Strange as we both use the same web browser!

  BoB, 1st October 2007

• I have been with AOL for about eight years with no problems untill I tried to get the laptop offer. Like alot of others are saying I have to pay the extra because I'm not in their area and even though I wasn't in a contract they can't seem to get that information on to their computers so that I would be eligable. Customer services are lovely to talk to but they don't sort the problem out!

  nicole c (Torrington exchange), 27th September 2007

• I have had a good, happy time with AOL for 2+ years. My broadband is reliable and the price is fair. When contacting customer support, they have been charming and helpful. If only I could take advantage of the free laptop offer!

  J Green (Oldham exchange), 27th September 2007

• I'm in a town where most parts are part of this LLU area they keep going on about, but I've been with AOL for four years and now I'm being told to renew my contract. But it will cost me £39.99 per month! Disgracful as my sister is three miles away and she got the lower price, I've spoken to AOL and they said they are trying to do something about their longstanding customers. It's disgustingly false advertising, £19.99 it says, but it doesnt say anything about being ripped off. AOL have lost my custom as soon as my contract runs out.

  Rebbecc Pritchard (Blaenau Ffestiniog exchange), 27th September 2007

• I think it is disgusting that AOL is now owned by TalkTalk yet I am paying £35.99 - £15.99 per month to AOL and £20 per month to TalkTalk can't wait to change my phone, line and ISP!

  kath edwards, 26th September 2007

• As usual always a catch with these laptop offers, I've been with AOL for 4 years on dial-up, applied for the broadband/laptop offer & was told because I wasnt in the right area {lincolnshire!} the offer didnt apply to me!!!! what a load of rubbish

  steve shell, 24th September 2007

• I have had nothing but good service from AOL for more than five years now. Their broadband is reliable and their prices competitive. I see they want to be known as the "broadband experts" - this is true as they were one of the first companies in the UK to really offer a reliable broadband service. The MD of AOL should be thanking me here for this glowing review!

  Richard Abbot, 19th September 2007

• AOL have extremely bad customer service, I find the people on the other side of the phone very rude and unhelpful! get it sorted AOL or I will be looking elsewhere as soon as my contract runs out!

  louise clarke (Galashiels exchange), 17th September 2007

• After being with AOL for 5 years, I was offered a free laptop if I stayed with AOL through Carphone Warehouse. 6 weeks later when the offer started, it would cost me an extra £13 per month. AOL told me a pack of lies and after phoning to complain, I was told, that was the offer and to take it or leave it. I am currently looking elsewhere for my broadband.

  adam reilly (Newport Chartist exchange), 17th September 2007

• Like others on this page I was persuaded not to take up a free laptop offer with Orange on the promise of a free laptop from AOL, but it will actually double my current braodband cost to have the 'free' laptop. AOL could not give me an adequate response, I feel let down having been a loyal customer for many years.

  Pete Bradbury (Hereford exchange), 16th September 2007

• I have just tried to claim the 'free' laptop only to be told it would cost me £29.95 a month more for the service I currently have at £17.95 a month. I feel cheated - not a good incentive to renew my contract!

  Michael J Tanner (Portland exchange), 15th September 2007

• I'm on aol broadband £14.99 per month, my kids are on aol all time and I was told i would get free laptop but wasn't told it would cost more money, now my kids are disapointed and aol keeps not responding which is very annoying.

  Richards (Cheslyn Hay exchange), 13th September 2007

• My dad already uses AOL, I going to get this offer for my daughter & myself.

  miss t matthews (Chatteris exchange), 13th September 2007

• I have been a loyal AOL customer for six years, but now i am looking elsewhere as they promised me a free laptop if I continue using there service. They told me my monthly charges would remain the same, however it was actualy going to cost me an extra £15 p/m. I am now left feeling misled.

  Neil, 10th September 2007

• Have been with AOL Broadband since 2002. Great back-up and service. Excellent in all respects.

  james lawson, 10th September 2007

• I left AOL to shop around for other internet providers, but i came right back. The support is second to none - and after switching back, I got an even better deal from AOL!

  mike (Borve exchange), 13th August 2007

• I switched to AOL from a different provider, which didn’t take too much effort although it did seem to take a while to change over. I’m paying less than I did before and getting more for my money, which is obviously a good thing.

  Having wireless is a real bonus especially with a toddler running around the house. I feel like I have the freedom to move around–and not having wires hanging down means the kids aren’t temped to pull the laptop off the table.

  The thing I really like is AOL’s Talk Evenings and Weekend package which means I can call my friends once my husband gets home to look after the kids!

  Kirsty, 8th August 2007

• I’d heard of AOL and I went with them mainly on the grounds that they’re a brand name. I was pleasantly surprised by the packages they offer, and went for Platinum as I do a lot of work from home and wanted the service to be as efficient as possible. So far so good, and I find it very reasonable. It would be nice if they opened 24 hours though, as I sometimes work very late and it would be good to know the technical support is there should I need it.

  Stuart, 8th August 2007

• Only having a choice of two packages made it incredibly easy to decide. With the cheapest package I still got a free wireless router and unlimited downloads, plus unlimited time online. With the first month given free, I was sold. I feel like I’ve only just moved into the technological age–and AOL made it so simple to get online. Most of my friends don’t even have wireless yet so I feel like I’m quite ahead of the times. A revelation!

  Adam, 8th August 2007