[lfcguy]

Switching broadband providers is supposed to be a fairly hassel free process, well obviously not. I'm wondering if anyone else has had such experiences? If so how did you resolve them as i'm at the end of my teather.

This whole saga started on May 7th. After being with AOL for 3 years I decided I fancied a change. I phoned AOL on 7th May to get a MAC code. I was told it would take 24 - 48 hrs to generate one, this is where I hit my first problem. When I joined AOL I had a different telephone number ( same address), I changed it due to getting nusence calls, when I did change it I told AOL this and they supposidly updated there system but they didn't, The advisor said I could only get a MAC code for my previous telephone number, I said ok I will try it. 48hrs came and went still no MAC code, I phoned AOL and they said there was a delay and they put the request through again and said it will take another 24 - 48hrs. 48hrs came and went again still no MAC code. I phone again and get told the same thing another 24-48hrs. 48hrs come and go again still no MAC code. At this stage I am very angry and phone again, I eventually get a MAC code on the 14th May and continue to BT to place and order.

I phone BT and put the order through all went fine. BT phone the next day saying the MAC code gained failed. I explained the whole situation with the previous telephone number and they put it through again under the previous number, order went through fine. Next day another call from BT saying MAC code gained failed again. I get onto AOL they updated there system etc, I tell BT this and they said if aol have updated there system there should be no problems and the order gets put through again, I get no phone call from BT this time so assume all went fine. A week later I phoned BT to check when its going live, They tell me the MAC code has again failed, They then transfer my through to BT wholesale to check what the problem is, after explaining the entire situation I got put on hold for sometime and eventually get told your order with BT went live on 18th May. Happy days. I thought that was the end of it but I was wrong.

I connected the hub etc up and got on to BT broadband fine, 3 or 4 days later I noticed I was getting totally appaling download speeds, I phoned BT techincal support who did all the checks its and told me to wait another few days as I was still in the training period. Training period up and still so I phone them back, they then tell me to my shock my order has been cancelled and ceased, why I asked, no body new, I got transfered back and forward from department to department until some bright spark knocked me of. I was fumming. I phoned back, I got told my broadband would go of on the 5th June and got told to phone back on 5th June to put a new order through, I asked can I not get a MAC code just to go back to AOL, I mean I shouldn't of left but got told they could not generate one, So I wait until 5th June, I get up that morning and can not log on so I assume my broadband is cancelled, I phone them to put an order through, I get told they can't do it as it hasn't been removed yet and to phone back the next day. I phone back the next day and get told the same thing, talk about being angry I have no broadband, no dial up modem so I can't get on the internet. I phone back again and get put through to techincal who explains it like this, when I left AOL the mac code they gave me didn't work hence why it kept saying MAC code gained failed, however BT wholesale put the order on through without AOL being removed from the line, he said it was very very rare but it does happen that I ended up with an AOL marker on my line and BT Broadband, someone at BT broadband caught onto this and then ceased the order which was due to go of on the 5th June. I got told to phone AOL to remove there marker, BT can see AOL's ,marker, I phone AOL who can't see there marker only BT's marker.

So i'm in the situation now where BT can't remove there marker as they can't see one and AOL can't remove theres as they can't see theres. I had to do a hell of a lot of searching around shops yesterday to get a dial up modem, so am now back on line. And over a month later this problem still continues with no resolution insight, One ISP simply blames the other, infact BT have no knowledge of me ever being online with them as the 3 orders that got put through failed.

[Billy D]

Welcome to AOL.