I cannot use my ISP, AOL 9.0VR, for internet banking or YouTube or anything that requires any activity. I have spent hours on the phone with various useless AOL technicians and done all the uninstalling and reinstalling they suggested. I would change my ISP but the thought of having to change my email address is daunting, especially as I run my business from home.
Alison Lowton
You will probably need to change your email address sooner or later, so do it now. Register your own domain name so you can have a personal email address, and use "mail forwarding" to a different email service such as Gmail or Fastmail.fm. You will then be able to switch between different ISPs and mail services without changing your email address. Nominet, which looks after the UK domain, has a helpful guide at www.nominet.org.uk/registrants (but don't buy from Nominet).
AOL's UK service has been transferred to Carphone Warehouse. Start by telling them you want to cancel your service without penalty because it is not fit for purpose. Ask for a MAC (Migration Authorisation Code), which will be mailed to your account. You need this to get your broadband service switched to a different ISP. If AOL does not agree, you will have to go through the step-by-step escalation process, which is explained on AOL's Help site. You will have to tell a member services agent and then a supervisor that the service is unacceptable, then make a formal complaint in writing. If you don't get a satisfactory answer within five working days, you can then take your complaint to the independent Communications & Internet Services Adjudication Scheme (CISAS). AOL Talk and AOL Broadband joined a month ago but have yet to post a copy of their Code of Practice. It's a tedious process, but it will be far more costly for AOL than for you, so they should send you a MAC.
A BT check on your line says you can get 7Mbps or more with ADSL2+ broadband, and if you have a BT phone, you're probably safer switching to BT Business Broadband or a third-party service that uses a BT line. When you switch, make sure you use a four-port router, and not a "USB modem". Keep records of any problems and phone calls in case you need to change ISPs again.
Backchat: Tim Gorman and others said AOL offers a free email address so she can keep it even if she does not use AOL as her ISP. This is true, but I still recommend changing because Alison needs a business service.
Steve Gorwits pointed to a blog post with comments about connecting directly to what is now Talk Talk, in the UK, without using the AOL software: "The crucial details are from CaptainD 23/02/08"
