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Help on escalating an AOL problem

ukpbz Avatar
8y, 5m agoPosted 8 years, 5 months ago
Does anyone have any tips on escalating an AOL problem? My Dad has had problems for weeks, they have sent 3 routers, we have changed the adsl cable 3 times and he has had BT around. Even though I think its a BT fault, the problem only affects broadband (Ironically bradband ONLY works when his telephone handset is on a call)

Aol have today said they will send yet another router which cause another 4 to 5 day delay.

Anyone any 'special' numbers to call in the UK where I might get his fault sorted?

Thanks in advance
ukpbz Avatar
8y, 5m agoPosted 8 years, 5 months ago
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Comments/page:
#1
is it a filter problem, have you checked them ? mine did the same, every time i phoned talk talk to complain it worked, so i hung up a few times
#2
dings right it would be a problem with your microfilters, try to replace that (they usually send you 2 or 3) also make sure the modem is connected to the master phone socket (if you have2 in your house) if that still doesn't work unscrew the face plate of your telephone socket and plug directly into the master socket in there. One last option is to try a different handset
#3
They have unplugged ALL handsets, had BT change the master socket and still the problem happens. They never seem to get past the AOL supprt guy who they call. Everytime they ask for it to be escalated they fob them ff with a new router.

Ho Hum
#4
have you tried the filters?
1 Like #5
ukpbz
They have unplugged ALL handsets, had BT change the master socket and still the problem happens. They never seem to get past the AOL supprt guy who they call. Everytime they ask for it to be escalated they fob them ff with a new router.

Ho Hum


OK

You can try AOL Live help (search for AOL keyword Live Help)

Or write them a letter;

Jackie O'Leary,
Complaints Management Team,
PO Box 2401,
Bristol,
BS1 9WX.

But I would just phone their head office switchboard,

020 7348 8000

Ask for customer relations / complaints or something along those lines
#6
RedIron
OK

You can try AOL Live help (search for AOL keyword Live Help)

Or write them a letter;

Jackie O'Leary,
Complaints Management Team,
PO Box 2401,
Bristol,
BS1 9WX.

But I would just phone their head office switchboard,

020 7348 8000

Ask for customer relations / complaints or something along those lines


yes should be the best way. well done for giving the opening poster that info:thumbsup:
#7
and also- not sure if you want to go threw the hassle but you can claim back some cash from aol if it turns out that it was thier fualt. according to the number of days you was out of service.
#8
Thanks for all your help.

Because all phones where unplugged I had ruled out filters (Unless its the one the ADSL plugs into of course)

Cheers
banned#9
just switch from AOL - they are the worst ones out there.
#10
I had some trouble with AOL, tried getting it sorted twice, then went on [url]www.ispa.org.uk[/url] made a complaint, a guy from AOL called me up next day, apologised. Sorted the problem out, upgraded my speed from 1mbps to 8mbps, and then called up 3 days after to confirm everything was alright. I had to then close the complaint with them so that ISPA could let AOL off the hook.

Best and easiest way of sorting stuff out. Try it!!
#11
ukpbz
Thanks for all your help.

Because all phones where unplugged I had ruled out filters (Unless its the one the ADSL plugs into of course)

Cheers


That would be a big mistake.
The filters must be fitted toevery phone socket regardless of whether there is a phone connected or not. That is your problem.
#12
the 1 annnoying problem i found with AOL is everytime i tried to sign on i got "Helping you connect" Not a clue why.

But i agree - switch from AOL.
#13
threaten to cancel aol if they wont sort it, ask to be put thru to level2 ( scotland) least you can understand the BS they feed you then
i had similiar in the end turned out to be a problem in my local BT exchnage that BT were aware of but said something like up to AOL to contact them about or something other bureaucratical nonsense
#14
KDH001
That would be a big mistake.
The filters must be fitted toevery phone socket regardless of whether there is a phone connected or not. That is your problem.


I dont think you need the filters, if you have no equipment connected to the socket. You will need the filter though where you have your modem connected.
#15
unileeds
I dont think you need the filters, if you have no equipment connected to the socket. You will need the filter though where you have your modem connected.


I suggest you read the instructions given by every single broadband supplier, no exceptions. You must have filters fitted to every single socket that is connected to the phone system regardless of whether there is a phone there or not.
#16
Got my dad to try the filters.

Ho Hum

Thanks all
banned#17
ukpbz;2496618
Got my dad to try the filters.

Ho Hum

Thanks all

And the result?
#18
Still the same sadly.

:thinking:
#19
KDH001
I suggest you read the instructions given by every single broadband supplier, no exceptions. You must have filters fitted to every single socket that is connected to the phone system regardless of whether there is a phone there or not.


I beg to differ, I have for the last many years never had filters on every phone socket. Technically, I only need a filter for the phone line and not for the ADSL Modem. I have currently got my Modem running straight out of the phone socket. And Only one phone connected at a different socket through a filter. The rest of the three phones sockets are empty, and without filters.

I have also googled this, and it doesnt mention anywhere that you need to have filters irrespective if any equipment is connected. Is it possibel for you to send me a link with this information please.. !!
#20
KDH001;2494561
That would be a big mistake.
The filters must be fitted toevery phone socket regardless of whether there is a phone connected or not. That is your problem.


KDH001;2496568
I suggest you read the instructions given by every single broadband supplier, no exceptions. You must have filters fitted to every single socket that is connected to the phone system regardless of whether there is a phone there or not.

You could not be more wrong regarding this, you only need a filter plugged in to IN USE sockets, or a dedicated faceplate and filter them all from the master socket. I'm a Openreach (a BT Company) Customer Service Engineer, and I deal with adsl faults on a daily basis.

About your fault, if your ADSL service only works when the phone is off the hook it sounds like it's high resistance in the network. I had a one very similar to this the other day. You would get the same problem with any ADSL ISP, as it's a line problem. Get AOL to send a Openreach Engineer (again) and tell him you want him to do an end to end test with his hawk tester, that should pick up any fault on the line and the engineer should be able to resolve it from there.
#21
Cheers Paddy - o

Your recent call wasn't in North Shields was it :-)

I will ask my dad to say that to AOL but they just fob him off normally.

We will see

Thanks for your help

Paul
#22
I work that way, where? PM me, haven't had a AOL job recentley

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