Leaving Aye! Oh! Rhymes with Yell!

We’ve recently migrated a number of domestic customers away from AOL after poor customer service and support by the ISP.

We even worked on a problem that involved hours of calls to AOL support where we insisted the problem was on the BT network and AOL insisted it was spyware on the computer that was causing the issues and the brand new router had been infected by a virus!

Eventually, the customer got sick and tired of the long wait on hold to just listen to the “words of wisdom” and they therefore asked for a MAC code. Of course AOL offered all kinds of incentives to stay with them, including free or half priced subscription for the next month. By this time the customer was already lost due to critical incidents that had already occurred and just wanted to leave a poor overall service in which they had no faith.

A migration to Zen Internet and a rebuild of the PC didn’t solve the problems, but within a few minutes of being on the phone with Zen Internet support staff we had identified a massive data exchange problem on the line. Zen Internet supported our initial diagnosis that was made within minutes when we first went onsite and a major fault was reported to BT for resolution. That evening a major piece of hardware at the exchange was found to be faulty and required the taking down of 50 users so it could be replaced. The end customer was surfing the proper Internet at warp speed the next day when they tried it, and they now appreciate the differencies between Internet suppliers!

We’re hoping the account termination experience wasn’t as painful as this ex-AOL user in the US.

Or this variation on the same cancellation call is entertaining viewing:

If you’re interested in getting high speed broadband that works as advertised, speaking to customer service and support people who are UK based and generally having a great Internet experience then please contact us for more information on migrating or setting up with Zen Internet.

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