Phoned up AOL to get a MAC code - I'm on AOL Gold which is costing £24.99 a month. I waited 11 days (it's supposed to be delivered in 5 working days).

I then phoned up and eventually got the code. I was then offered AOL Broadband Gold 'Unlimited Broadband' + free wireless router + free AOL Talk unlimited for life. This was confirmed by email and sounded good so I said I wanted to proceed. I then phoned the number I was given, only to be told that the word 'unlimited' referred to the time spent on the internet and that there was a 10GB monthly download limit.

What sort of jokers try to lure people in with talk of 'unlimited' broadband and then try to pull a fast one like this? AOL are an absolute shower...

Posted by Neil on the 27th June 2008

I recently requested MAC code from AOL - took a 15 min call I think at 5p a min and got offered AOL Plat at £14,99 I think for 6 months (as with them for 6 yr or so paying £29,99 pm). Was told x3 during the call that I would get MAC code in 5 days. Now it's day 7 and no joy. Strangely I'm now having trouble accessing my emails LOL. I'm leaving as I need a more business critical service and have trouble configuring my new security router.

Posted by dave on the 16th April 2008

You don’t have to be afraid to request MAC code as your broadband provider must supply you the MAC code within 5 days according to the UK law. Have your home phone number ready or your broadband customer reference as the customer service will want to confirm your identity. Requesting a MAC code does not mean that your contract will be terminated. In fact, you should terminate your contract after you have arranged a new contract with your new broadband provider. In this way you will not have any major downtime on your internet connection.

The majority of the UK broadband providers will send you the MAC code via the email in 24 hours. Once you have the code you can then switch to your new provider. I think the mac code is only valid for 30 days then it gets cancelled and you have to send for it again. I found this out on the net. I am with aol and have been for 4 years but there are that many packages out there now. I feel aol are losing the plot and I am looking elsewhere. Hope this helps some people.

Posted by Paul Smith on the 14th February 2008

Used to be exceptional but are no longer so. They restrict speeds below the potential of the line and package. If you are with aol check the service they are enabling on the line. No stars.

Posted by Donald Butterfield on the 18th January 2008

Well, aol is a joke. I have been with them for 2 years and often being disconnected and my speed is always slow at 1.46meg most of the time. Rang several times, still couldn't solve the problem. I am sure there are better providers out there. Who is or are better than aol?

Posted by Peter Lee on the 21st December 2007

Recently asked AOL for a mac code. They told me they would send it to my email address within 2 days. 9 days later I get in touch with them online and they tell me to phone customer services the following day between 9am and 10pm. I phone them shortly before 10pm. I am told that I didn't ask for a mac code and that my account is being terminated. Once the request is processed to terminate they tell me I can't be given a mac code. This means I am going to be without internet connection for weeks. I tell him that I didn't request termination of account and that I was quite clear I wanted a mac code. He tells me I have to contact customer services tomorrow before 9pm. Why am I told that I will be given a mac code in 2 days then 9 days later I am told I didn't ask for one? Why am I also told to contact customer services before 10pm then told to contact them again before 9pm?

Posted by Andrew Haworth on the 30th October 2007

I've had AOL forR about 6 years now and it's never upset me or made me go crazy, plus there's always good service. The only downfall is probably the price:(

Posted by Jason on the 22nd October 2007

I joined AOL in 2005 and since CPW Talk Talk took over I have noticed capped download speeds during peak periods. They also dropped my price plan for 8mb from 17.99 to 9.99, hmmmm I wonder why I'm now getting capped download speeds.

I asked for a mac code and was refused, as they said I was in a contract (although the contract ended in April 2007). They said they will press some buttons (tech support) and change price plans to see if the price plan is affecting speed, so in affect they put me into new contract!

So, after many calls to speak to many customer reps, I was told fine I can have mac. I received the mac code within 48hours, I then decided errrr my speed is normal now, and was fine for weeks, so I didn't use it.

Then, low and behold, problems started again! I spoke to AOL again, they said sorry, for a new mac code I'd have to pay out to end of contract. I said "Well why was I issued a mac code a few weeks back?" He said "Um err, I'll check records. Arrr ok, that mac code wouldn't have worked as it needed to be authorised!!" What the heck!

Anyway, after I hung up I got an email with a mac code. Ok, I'm about to pay twice more for my internet but least (I hope) it'll be reliable, BT Broadband. Bye Bye AOL.

Oh, by the way, when they changed my price plan from £17.99 to £9.99 AOL said I would receive a screen when signing on to AOL to accept new terms and conditions, I must tick a box they said. I have never seen that box as I don't use their software, so my question is: Am I, effectively, in a contract???

Cheers

Posted by Lee Lewis on the 28th September 2007

I have had nothing but problems with AOL since getting wireless. The service is intermittent and now I can only get onto AOL via Firefox. I have had to pay out twice to individuals to come out and fix my problems to get onto internet. I also agree that when phoning AOL for assistance it is very hard to understand what their staff are saying.

Posted by Marie Maille on the 26th September 2007

When first using AOL broadband and Talk package I had problems after calling the technical department, both in India and Ireland. I can only say how very, very helpful all the technicians were. They talked me through everything speaking clearly, all my problems are now resolved.

On the several occasions I have contacted them, my calls have been answered immediately. After pressing the number required, I have spoken to an engineer within a minute (this applies to all other departments). I found everyone to be most patient. Also AOL appears to be the only broadband server who does not charge for phone calls to AOL. I am on
Silver, with evening and weekend calls free.

I'm a very satisfied customer.

Posted by Valerie Woolnough on the 30th August 2007

I've had AOL now for about 8 years. I live in the UK and I've only really used the internet for the past 4-5 years or so as Iwas 10 when we first got AOL.

I remember about a year ago before they gave us the wireless router that I used the AOL software etc, I always used to get disconnected, slow speeds.

But as soon as we got the wireless router everything seemed to change, it was like AOL changed some major things because my internet is usually running about 15 hours a day almost all days, sometimes downloading (downloaded about 20GB in 1 week before) and still no download capping. Since we got the router I have NEVER been disconnected from the internet.

My friend got the 8meg broadband from SKY and his disconnects all the time. It just makes me happy I'm with AOL, even though he takes the piss, there really has been 100% uptime for me so far.

I'm on the 2meg package and I'm really tempted to try and get 8meg for the cheap prices you've all been quoting...

Posted by Clawz on the 14th August 2007

This ISP used to be a very decent one. Although their customer service with technical support is hopeless 70% of the time, the connection speed price is very good.
BUT ever since the "fair ugly use policy" was introduced it has gone from one of the top to one of the worst.
THINK about it - if you go for unlimited it usually means you download a lot, which you are most likely to suffer not just half but they take away 3/4 of your speed if you download too much! Then what is the point of high speed internet? You might as well pay for a package like 1meg or 512k that is most likely to be cheaper. OR go for another ISP that doesn't have an unlimited offer but have around 40gb-60gb allowance without a FUP torturing you.

Fair Usage Policy is not what you should pay to get for unlimited!!!! It makes the deal of "unlimited" a scam.

Posted by Stephen Ho on the 8th August 2007

Been with AOL over 8 years and now they are terminating my service because I download too much.
I cut down to just about 1 gig a week and now have been told that is still too much on platinum (which I pay £29.99 for!) My daughter plays World of Warcraft online for quite a few hours a night. Am waiting for my migration code to switch before they can cancel me - I would rather get rid of them, going to Eclipse which has very fair policies and has a traffic light system which tells you if they think you are downloading too much. AOL didn't have any decency with their letters to me, just "We are terminating your service" - how is 1gb a week too much!! Wouldn't mind but they (Talk Talk) get my phone bill as well, so get about £70 per month off me...am now going to get rid of Talk Talk too! Would give a 0 rating if possible...

Posted by Golding on the 31st July 2007

Never had any problems with AOL, apart from the fact that my connection is so slow. I have now therefore decided I want to change ISP so I requested a MAC code on Friday... I was told it would be 48 hours, and would be sent via email. Fine, I thought, but by Sunday night there was still no code. So first thing Monday morning I contacted AOL again, explained the situation and asked for it to be sent immediately. She said I would get it this evening at the latest... and what a surprise still no code. However I have just Googled the number direct to the Irish call centre, so if nothing I will call them. Because apparently they get results.

Posted by Sam on the 30th July 2007

They have got to give you your mac code if you ask for it ! If not, threaten AOL with Oftel ! You'll get your mac code within 24 hours ;)

Posted by Johnny on the 19th July 2007

Threatened to cancel my subscription with AO-Hell, they gave me 8-meg for £9.99. I thought nice :) until I ran a speedtest! 1993kbps d/l 240kbps u/ l I have just asked to be put on ADSL MAX, as advised by a BT engineer ;)
The line upgrade takes between 10-14 days...that was 15 days ago ! Contacted them on live help, but they said there's been technical difficulties and will take another 10-14 days... :-( after this it's time for a new ISP.... ;-)

Posted by Johnny on the 19th July 2007

I am with AOL and only had it for a month's free trial but when it came to me quiting they said I had signed up with a contract for a year. I tried to tell them what I was doing but they just won't listen and as for the mac code, it would be less trying to get blood out of a stone than the mac code.

Posted by Alison Lovett on the 26th June 2007

I had no problems with AOL in fact for a year and half I had been with them, after first year they dropped my platinum from 24.99 to 17.99 and I spoke to AOL yesterday to upgrade my auntie from 2meg to 8mg and they dropped mine again to 9.99 for 8meg, Can't grumble, look back at what we used to pay for 56k!! dial up. Yes, some bad customer services along the lines sometimes, but I just keep dialing till I get an Irish person hehehe. 08002796771 is a free number for AOL so no pay:) saynoto0870.com

Posted by Lee on the 22nd June 2007

Before signing up with AOL (and a few other ISPs I have learned) check to see if your local telephone exchange has been "unbundled" or "local loop unbundling" (llu) to give it the proper terminology. If it hasn't, then expect a £10 surcharge over their advertised charges. As a long term AOL member, I have been with them since the days of dial-up, I contacted AOL and it was agreed to drop the price to £19.99 instead of £24.99 with the promise that my speed would increase from 2 to 4Mbps. Since then I found out that the maximum speed obtainable on a non llu line is 2 Mbps. Conned!

Posted by Clive Halliday on the 30th May 2007

I would like to inform people NOT 2 use aol as an internet provide. they DON'T give ur MAC code, when you mention it, they hang up. They are not helpful, keep you on hold for ages.

Posted by Dave on the 20th May 2007

@Dm
Yes they offer you much faster broadband if you threaten to cancel, but they offered me 8meg, and im still running at a download speed of 13 kb/s.

@Bill
Yes, AOL's download limit is non-existant, and what you say may be true about tiscali, but I find that AOL doesnt really need to cut the speed... (look above)

@Paul
Should it slow a Core 2 Duo Processor laptop with 1 GB RAM?

Gotta admit though, AOL were really good, but now, supposedly '8meg broadband' running ALL DAY, AT OFF PEAK TIMES, at 15 KB/s??? its easy to see why they don't release their MAC code easy.....

Posted by Jack Pearson on the 9th May 2007

I've been running a BT voyager 105 usb/adsl modem without any problems on AOL. I've been trying to install a wireless router, Netgear DG834GT. It gets as far as stage 4 then keeps coming up with the error that it can't connect to AOL. The problem seems to be that it can't find the AOL server?

Moved my telephone from BT to pipex/homecall last year could this have anything to do with it ?

Any help would be appreciated.

Posted by Brian on the 7th May 2007

Reading these only confirmed what was feared. AOL are not willing to give up my mac code. I want to change to sky but am unable to until I get that code. There should be a law where companies are not allowed to kidnap customers money against their will. It will cost me more time and money to phone India again.

Posted by Elaine Beasley on the 28th April 2007

Been with AOL for 6 years,before that was with BT. Now trying disparately to get away from AOL for better deal with SKY. Phoned India to get mac code and was put through to someone who couldn't understand a bloody word I was saying until I said MAC CODE. Then got transferred to someone else who tried to persuade me not to leave and as an incentive I could have upgrade and free phone calls for £9.99 a month. P*ssed off for not being offered this anyway, I again asked for mac code and was promised it would be delivered within 48 hours. They have got the worst customer service department I have ever encountered. Great until you need them, rubbish when you do and will try to sell you something you don't want if you do ask for their help.

Posted by Andrew Ellis on the 25th April 2007

phoned aol yesterday 12/4/07 to get my mac code , got sent to cancellation department and told i had to pay £124.95p to get it as i was in a contract with them , i didnt understand as ive been with aol for 2 years now , how did i know that when i upped from silver to gold that was in effect a new contract , anyways i ended up with no mac code and a young indian lady becoming rather abusive because i couldnt understand her so no mac code till august when this contract runs out hey ho what can you do

Posted by Angela Mcintyre on the 13th April 2007

I've never had a single problem with AOL apart from now when it comes to migration. Doesn't seem like they are willing to give me my migration code willingly or at all. Which is completely out of order and unfair. Something needs to be done about their hard migration, they need properly investigating, They obviously don't have good enough systems in place to offer people their MAC codes. Either that or they're just doing it on purpose so you don't ever leave.

Posted by Nathan Fenton on the 2nd April 2007

I have had a complaint with the cost of AOL, so rang them up to cancel. I spoke to a really helpful guy who offered me 8meg for only £9.99 How can you possibly fault that for service.
Try it, all you have to do is email arindamchou@aol.com he really is the most helpful chap.

Posted by Dm on the 18th March 2007

AOL WERE good until those cretins at CPW took over now I wouldn't recommend them to my worst enemy.Pay for 8 meg =£30 get 500 kbs if you're lcky at peak times.I'm leaving asap I suggest you run as fast as you can to another isp

Posted by Jo on the 16th March 2007

aol is the worst ip ever all i want from them now is my mac which unsurprisingly ends in me being hung up on whenever it is mentioned they r crap

Posted by Gracepotter04 on the 13th March 2007

ok heres my story. ive always said aol were a great provider and gave there service for a ok price but when talk talk took over the service of aol ive found the service that used to be great is now the werst service provider in the uk. i was on 1meg with 5 months contract left but i got a email on the 2nd/3/2007 saying because talk talk has took over you can terminate your contract by the 1st/3/2007. so i rung the aol customer service asked them to terminate my contract but they said i was to late anyway after 1hour later and a very rude lady on the phone i asked to speak to a adviser. the lady on the phone said im sorry but she is currently busy i will get here to ring you back in the next 3 hours. ofcourse i said ok then hung up. 3 hours later still no call. 1 week later no call. so i thought ok ive never really had a problem with the service so i rung a week later getting a upgrade to 8meg for 17.99p/m im now on the 8meg service but im currently only getting 1meg. so after 5times being on livehelp and 3 calls to aol. they said there is a problem with the exchange so they had bt out 2 times checking the exchange and guess what there is no problems with the exchange. so again i rung up and they asked me again what is the problem and still took me through check this check that on my computer. i just said look you know the problem get it fixed. they are now saying its a problem with my line. so im now waiting for a bt rep to come to my door to see if it will get fixed. im now also trying to get compensation and asked to speak to the supervisor i was again told she will ring tomorrow and again no call.

so if you want my advice dont bother with aol. i used to be with tiscali and i would deffently go back with them if i was not in a contract with aol.

Posted by Martin on the 10th March 2007

AOL used to be pretty good- but since they introduced the 'Fair Usage Policy' users are seeing their speed being severly limited during peak hours. my 1Mb line speed would only run at 320kbs in the evening & a friends 2Mb connection at only 500k

Posted by Hedd Wyn John on the 28th February 2007

With Upto 8mb Platinum Package, the max I have had is 3mb downloads, due to Sh*t BT line.
But recently speed has dropped to under 1mb.
Took a full day on phone.
AOL blame BT..BT blame AOL.
BUT WHAT CAN YOU DO????

Posted by Antony Doyle on the 14th February 2007

Only use them if you never plan on switching. I have to lose service for 2 weeks before I can activate my new provider. Aol refuses to give Migration codes!!

Posted by Brian on the 2nd February 2007

AOL...Loyal Customer for 2 years until they started knee capping download speeds during peak hours. Conveniently this occured at the same time that TalkTalk bought them out! Cant complain in the 2 years that i was with them on 512k and 1mb, fast speeds, no FUP issues but recently it definatly went to pot phoning useless tech support 'level 1's and 2's for hours on end, hence the reason i am now on tiscali! I am waiting to see if this has been a mistake too! Oh, and btw, AOL do not stop you from using Xbox Live, just download a proxy server such as CCProxy and configure the Xbox to link to that, it worked for me!

Posted by Steven on the 12th January 2007

aol have dropped in service over the past year so much.....
i have been with aol for 7 years and am moving on to pastures new ..
the latency and lag you recieve now is so bad .. you cant even play online games because of the time delay vs the other players...
awful............ shame i had to give them 1 star but 0 was not a choice on here

Posted by Brett Davies on the 10th December 2006

My experience with AOL has been astonishingly bad. After having received the equipment I was not able to get online due to “unexplained error”, so I contacted the AOL technical support. Average time to get through to the support is 25 min, plus you need to allow another 5-10 min for every time they transfer you between numerable departments. After I finally reached them the error did not become less unexplained – the AOL engineers told me that there was a problem with BT line but refused to provide any indication as to how long it will take to resolve it. Obviously they refused to call me back suggesting I should call them every 24 hours for an update. In brief, 1 week, 5.5 hours on the phone and several suggestions to call for another update later I used my right for cooling off period (that was the only good thing about my AOL experience btw). To make our break especially memorable, AOL pointed out that there was no way to get a MAC code for me so I had to wait another week to get my line cleared to be able to get connected to another provider – BT in my case. Obviously AOL engineers suggested that since there was a problem with the line I would experience the same kind of problem with BT. In fact I was online same day that I received the equipment from BT but I do not have another spare hour to call AOL technical support to share my excitement with them. In other words unless you enjoy spending 3 evenings per week listening to the music on the phone I would probably consider a different provider.

Posted by Konstantin Ivanov on the 30th October 2006

For E Pole: AOL will eventually start to Bill you the higher amount for the "FREE" unrequested upgrade (the Gold package I think they've done you for) and they won't let you go back down unless you end your contract and come back as a new user. Or, like me today, look for another provider.

Posted by Gb on the 19th October 2006

AOL stopped forcing you to use there software with broadband, years ago. Yet this old rumour is still perpetuated by those, who havent bothered to find this simple fact out.

I think it's great, it may not be the fastest but is fast enough for me, it's unlimited & unlike Tiscalli does not harass you & cut your download speed to 500kb for downloading more than what Tascalli says is exceptable, even when your downloading is very moderate, you only have to read the various online forums about Tascalli's error's.

They are also very cheap, give them a ring & haggle rather than excepting the online deals & your probably get Silver for £9.99 per month, plus £25 if you wan't the wireless router.

Pipex seems to be another good provider with some good packages if you wan't their home phone package, although cheaper packages are not unlimited but faster.

Posted by Bill on the 19th September 2006

I recently upgraded to 8mb connection but found my line was the equivilant speed of dial up. Customer support said it would take 10-20 days for the line to stabilise....meanwhile Im paying £30 a month for virtualy unusable line. Very dissapointed!!

Posted by Ash Leader on the 22nd August 2006

I requested 512 kbs and got two upgrades, am now with 2 mb/s and still paying the same amount. And you dont have to use their software .. be smart and use window's built in pppoe dialer. It's damn fast and only failed for 3 times (about 20 minutes) in 2 years ... it can't get better than this ... and plus you dont have to pay line rental to bt if you already have ntl phone line....

Posted by E Pole on the 23rd June 2006

I have been with AOL for 8 years
I am now on the 8Mb package
and no you don't dial up with broadband and no you don't need to use the AOL browser unless you are on dial up
AOL software will only slow really old computers

Posted by Paul on the 22nd June 2006

The software that you HAVE to use and KEEP OPEN all the time you are on the internet is very annoying an can slow down your computer immensly. You have to dial the internet, just like on dialup, except it doesnt have the buzz and you are dialing broadband. It is also VERY expensive compared to other services, such as Tiscali. I would reccommend Tiscali over this any day, if you buy a router with your Tiscali connection. Though I give 2 stars as I hear it's pretty reliable.

Posted by Thewakeupcall on the 20th June 2006

AOL are really bad, they are slow, force you to use their memory-hogging software, stop you from using services like Xbox live, and in general get in the way of using your internet connection. Switch if you use them, and don't use them if you are new.

Posted by Bob on the 20th June 2006