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How to get MAC code from AOL

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Tips & Experience from other AOL users

Tracy Russell(07/10/2011 09:54:00)
Took out a further 12 month contract with AOL April 2010 and have been happy with AOL but now need to transfer our BT business line + broadband to my home, hence the need for Mac code - phoned today and was given the pushy sales pitch to stay but i was adamant i need the mac code, I was then told I had taken out an 18month contract and couldnt leave without penalty! (Have never recieved any paperwork from them renewing my contract)- she refused to give me my mac code so i told her i would ring at end of month when there should be no penalty and that i would request it once again...we will see what happens!

Leanne(05/10/2011 17:05:21)
Was on the phone for half an hour to a very rude lady at AOL who kept insisting that 'no isp can provide a mac code over the phone' that it would take '5 to 14 days to GENERATE the code and get it to me by email or post and to check ofcom' (i checked ofcom while on the phone to her and they say that it CAN take UP TO 5 DAYS to recieve the code) she kept repeating that it was impossible to generate and give over the phone but when she realised that I was checking ofcom while she told me this garbage she said 'was it just the mac code you're calling about?' I said yes and she hung up on me...

Aisha Sewal(28/09/2011 19:02:14)
I tried contacting AOL on monday only to be told that they couldn't do anything because of technical problems. I phoned again yesterday evening and, after waiting for 20 mins to get through to an advisor and then having to go through a complete range of questions (including asking for details of my bank account, which I refused to give as I don't pay AOL through my bank), was cut off. called again, the second call also took around 20 mins to get through and again I had to go through 5 mins of questions (again, asking me for bank details which again I refused) whereupon I was put on hold for 15 mins. Finally an 'advisor' said they would have to email me the MAC code as they couldn't give it to me bacuse of technical problems. I'm still waiting! I've never felt satisfied when dealing with AOL. The experience is not helped by the fact that it is difficult to communicate with their 'customer services(?)' representatives as they are obviously based in Delhi and are both difficult to understand and also don't understand UK English. I've asked to be put through to the office in Ireland (as recommended by some) and also to a complaints department but these requests area lways refused. After this experience I honestly don't care if AOL offer me the service free-I'd still leave them anyway.

Andy Preedy(22/09/2011 18:22:54)
No problem! Phoned them in the evening just after 18:00 and within 5 mins had my MAC code. Painless.

Stephen Rutherford(13/09/2011 20:57:35)
I have been requesting a mac code from aol for 2weeks now, calling everynight and tonight I have been told that they have never processed the request to release the code, they say that this has now happened but i have no faith that this is the case, they may get a shock when they find the direct debit has been cancelled. I would never go back to this company and i would urge everyone o think twice before using them and if thinking of leaving get all details emailed to confirm, luckily i can prove my calls so will be taking further action against the company

wK Berry(08/09/2011 20:13:46)
I spoke to a person and told him I wanted my MAC code because I was not satisfied with their service and wanted to switch providers. He said I would receive it in 5 working days!! Have been reading about other peoples' experiences and do not need to say more. I am having exactly the same experience as everyone else.Phoned again when it didn't arrive and was told there was a problem and it had been 'escalated' and to phone back in 72 hours. I don't care if I owe them money I just want to leave them. Telephone conversations have been a nightmare for us.

Carole McAteer(24/08/2011 17:50:43)
The lady I spoke to was very helpful but clearly did not want to lose my custom. She explained MAC code would be with me in 5 days by email and post and that i could return to AOL if not happy with new supplier. A follow-up email outlining the deal she had offered to me was received within minutes of putting the phone down. Whilst very professional, I do feel that it would have been easy to just stay with AOL and had to be quite firm with regard to my intention to leave. I am sure some people would feel pressured into staying because the lady was so reasonable and persuasive but can't really fault her. I hope my MAC code does arrive as promised.....

mary(05/08/2011 22:18:36)
phoned aol every day this week ,one call i was on phone for 2 hours at 5p per min,i am a pensioner and cant afford this,was told there system was down and they didnt know when it would be back on,i told the man i only want my mac code,he said ring back every day till there system was back on,i am really angry about this and told the man,he said stay with us and we will give you back the money for the phone call,what can i do to get my mac code?i have been with aol since 2004,i,m just glad i didnt take out a contract with them

Patricia Giltinane(15/07/2011 12:32:33)
I have contacted AOL by phone requesting a MAC code and as yet have not heared anything my Sky My Sky TV is being installed on 3rd August followed by Sky Talk and Broadband so I need this MAC to forward on.

steve(12/07/2011 18:08:46)
asked for my mac code in november 2010 and 5 days later i recieved it. was asked several questions why i wanted to leave answered them and tought nothing of it. till 2 days ago when i got a letter from a debt collector for aol. they say its cos i have not canceled my account even though i have been with bt since november. complete scam watch your back.

NickyP(01/07/2011 23:58:21)
I called to request a MAC code on wednesday and talked to an Irish lady who tried to persuade me to stay, but I declined. I was told I would get the MAC code within 5 days by email and post. Today I had an 2 emails from aol, one thanking me for staying with aol and the other confirming my order for aol broadband had been processed. What was that all about????? I immediately rang the customer service line to ask what was going on. They gave me my MAC code there and then and couldn't explain why I had those emails as the request for a MAC code was on their system. Aol really need to get their act together!

John(23/06/2011 14:03:49)
Its Simple, if you do not get your mac within 5 working days then tell ofcom they will force the issue. Same thing for tags on dead phone lines

Mrs K Cooper(17/06/2011 14:07:02)
Absolutely appalling! I have tried no end to get a mac code from aol as I am a new resident at this address and due to the last residents debt with aol my phone line is shut down. So I would like to switch it to another provider ie BT and aol are making it as difficult as humanly possible for me.

R.J Bob(15/06/2011 14:44:48)
Great Irish lad on phone, requested mac and confirmed details. Then i told him id been waiting 2 wks for my mac code, an indian fella had promised me 5 days but no email. Put on hold for 3 minutes and came back with my mac code. Perfect

Sarah(11/06/2011 19:24:21)
This is what you do: Call up and order the Mac code, they will tell you it will be emailed to your AOL account agree, hang up and leave it an hour. Then call back and say you need it immediately can you read it out. Tell them you know that it has been generated and that you know that they are able to read it out. Works every time, just be assertive but polite.

lindsay forster(09/06/2011 10:55:42)
well we have contacted them on several ocations and still no code we want to change because we get it free with sky and unable to change because aol say we never contacted them but we wrote names and dates down i am not happy at all but dont no what else to do

Donald(08/06/2011 22:29:58)
I wish to get my migration code in order to change my broad band with immediate effect. I need to change having stayed with you for that long.

Disgruntled ex AOL(06/06/2011 22:32:49)
Switched to Sky yesterday, was told I didn't need a MAC code, because sometimes the computer just says they don't need one? So no problems getting a MAC Code for me - but I just wanted to respond to CC...I had similar experiences as you after years with AOL, whereby recently (my contract had expired) I was getting connection problems and it was really annoying me. You'd click on a site 5 times and nothing would happen, then suddenly it'd work, this happening over and over. This also happened a couple of years ago and i rang to complain and they "fixed it" for me, for signing up to a shiny new 18 month deal with a couple of quid discount. So my contract is up again, and like I said the same thing happens again with connection issues, is this a co-incidence? Call me cynical, but bye bye AOL.

WARREN(28/05/2011 13:39:10)
MAC CODE from AOL was very easy and no hard sell to make me stay. However when I gave it to o2 they lost it so now have to go through it all again.BAD START o2!!!!!!!!

ian(19/05/2011 19:33:58)
AOL kept me waiting for twenty minutes before cutting me off. When I rang again they did exactly the same, and I still need to get a MAC code. They are being seriously difficult in allowing me a mac code. However I will persevere??

allan morris(17/05/2011 09:52:41)
The person I spoke to was very helpful. He explained that the MAC code would be with me in five days by email and by post. He also explained that if I was not happy with the new supplier AOL have new deals available. I will wait and see if it comes on time.

CC(27/04/2011 13:22:10)
Update. Got my MAC Code in the post. Passed this onto my new supplier. AOL switched me off today at 10:00am (they dont tell you when) and BT came on at 10:30am. I had 30 mins of downtime which my new supplier said was normal. They try their best to give you uninterrupted service but sometimes it cannot be achieved. Anyway, AOL tried hard to sell me stuff, had a few calls from them selling me 6 months free etc. But other than that it was all rather simple and straightforward.

Helena Fowler(13/04/2011 14:32:03)
It has been 8 days now and AOL still refusing to give me a MAC code

CC(10/04/2011 09:05:31)
I'm switching to a new ISP from AOL finally after about 8 years with them. Years ago I found their service great but my connection and the technical support over the past few years has been poor hence finally changing. I called the number that my new provider gave me to AOL MAC codes. It's an 0844 number. Spoke to an Irish lady who spent about 10 mins non-stop talking about new packages and why I should stay with AOL. Telling me why my connection was so bad and how she would fix it today if I wanted (why she can do this and their technical team can't I don't understand). However this fix comes under condition that I sign a new 18 month contract. I've maintained throughout this call that I want to change still as enough is enough. She seemed a bit miffed on the call but was always polite and professional throughout. I assume they'll earn commission for keeping customers as she was rather pushy I felt. Despite saying no thanks she's still sending me the information to compare against my new provider to see how much AOL is better by. However when I clarified that she was definately sending out the MAC code she advised that it would be with me in 5 working days. So i'll wait to see if it arrives. I'll update on here in 5 days time.

john (07/04/2011 16:43:27)
well where to start lol. with aol over 15 years or more .re sign up 18 mth to get new roter.£17.99 mth ,this year look was chagein me £20 ring ask why .aol said as u pay by cd card put £1.99 on top .so not havein that ring aol put on my liodys tsb card so back to £17.99 .5 wks goin by get letter say ow £18.37 so ring aol again .said why are u not takein money from liodys tsb .aol said not give them new payment card .well i must have as stop old card payment .so noth is noth goin with bt .7/4/11 ring aol had pay £36.37 end aol mac code wait 5 days ..but what gets me ...bt want mac code put me on aol .aol says cant give mac code over phone as we get from bt as there phone line ..if they get code from bt why bt whats from me ..AOL GET CODE FROM BT AOL GIVE TO ME .I GIVE TO BT ..THIS MAD

carol westwood(01/04/2011 21:06:01)
im trying to get my mac code and all i get is well nothing or answer 3? about how well the person i spoke to was but i never got to speak to anyone whats going on can you send me my mac code thank you .

carol westwood(01/04/2011 21:05:56)
im trying to get my mac code and all i get is well nothing or answer 3? about how well the person i spoke to was but i never got to speak to anyone whats going on can you send me my mac code thank you .

PG(25/03/2011 15:27:45)
I used the 0844 number & spoke to an Irish guy within a couple of minutes. He asked why I wanted to leave AOL - I've been with them for many years - and when I explained that I find their technical back-up poor whenever there's a problem he just said he totally understood and promised the code in the post & by email within 5 days. Will wait and see, but on the face of it hard to fault.

disgruntled customer(24/03/2011 19:44:22)
I'm EXTREMELY unhappy with AOL. Very bad customer service. When you think you've progressed further and being passed from person-person-person-person etc.. you get cut off! Like its in their script if things start to turn sour (such as trying to switch providers). DO NOT USE AOL. Bunch of idiots.

Irrated(24/03/2011 12:55:54)
AOL won't provide a MAC as the original broadband subscriber in the residence has moved to another address and is setting up another AOL account there. On three seperate occasions I was informed by the original subscriber that AOL were supposed to cut the broadband off. They have not done this and will not remove their tag from the telephone line. Getting AOL off the line is like trying to cure yourself of AIDS. I'm familiar with the kind of system they use and it literally only takes them a second to cut your internet off after they've verified your details. Since I'm not the original AOL account holder, however, I cannot contact them myself so I have passed it on to the new ISP to get AOL off the line.

Irrated(24/03/2011 12:55:25)
AOL won't provide a MAC as the original broadband subscriber in the residence has moved to another address and is setting up another AOL account there. On three seperate occasions I was informed by the original subscriber that AOL were supposed to cut the broadband off. They have not done this and will not remove their tag from the telephone line. Getting AOL off the line is like trying to cure yourself of AIDS. I'm familiar with the kind of system they use and it literally only takes them a second to cut your internet off after they've verified your details. Since I'm not the original AOL account holder, however, I cannot contact them myself so I have passed it on to the new ISP to get AOL off the line.

santok singh(10/03/2011 20:34:27)
keep getting fobbed off saying the system is down or ill transfer you..then your cut boff.been trying for 2 weeks to get my code

BM(09/03/2011 13:39:54)
I can't understand some of the difficulties experienced by previous posters. My call was picked up within seconds and a MAC was promised within five days. He would not be doing his job if he did not try to persuade me to stay and his offer of half what I am currently paying and free for three months is less than the deal I was considering moving to.

JB(06/03/2011 13:52:18)
Called AOL, straight through to advisor. Asked for Mac code. They were very polite - said fine 5 working days. They asked me why i wanted to change - I told them to save costs - They straight away halved my monthly bill. Which made a much better, cheaper service than the best alternative I was changing to.... very happy!

John Patchett(04/03/2011 18:46:44)
I have been with aol for about 7 years now and was told that if I went with BT I would be charge for what ever was left on the contract, can they charge me for changing my provider mid contract after being with them for so long?

Rachael taylor(04/03/2011 09:41:09)
Have tried the 01179191112 number several times and can't get through it's constantly engaged is this number still valid I've been with aol for 10yrs my connection is absolute rubbish on and off all the time they are always working on exchange grr have had it am off to bt when I eventually get through grr

Lindsay(03/03/2011 19:28:27)
Make sure you are comfortable (ie been to toilet, let the dog out etc) before you make the call to AOL. It took almost an hour from being passed from one person to another and being put on hold before someone assured me it would be dealt with ? The same question kept being asked of me, being a customer for 8 years why did I want to leave ? and the reason having telesales calling me every other day for the last 3 months asking if I would like additional services (I have felt totally harassed over this) the only service I would have liked would be for them not to call me. I now wait with some intrepidation as to wether I will actually receive my MAC code. Reading the other comments on here alcohol and verbal abuse may be my next resort

glenis(24/02/2011 17:27:19)
I applied for a mac code on Saturday (19th) using 0844 499 5555 and was told they could not access my details and to ring back on Sunday. I rang on Sunday and after being told that they could better any deal I had been offered and warning me that it is not as easy as people think to set up a new connection they said I would receive my mac code by email within 5 working days. Mac code received lunchtime today (4 days)but they sent the email to my aol email address which I haven't used for years,I had been checking in case they did that. I must say that the two Irish girls I spoke to were very pleasant and helpful

Lisa(23/02/2011 10:42:22)
hi, Aol services have ruined my life. Yesterday,I spoke to some one calling himself PAUL. He left a T.Number:0333 001=2174= When I tried to contact him "requesting my MAC CODE the telephone number resulted wrong. I am completely afraid of these AOL workers.If I do not get my MAC Code I will contact Vincent Ferrary's station where he reported his traumatic experience. Please help me.

richard(21/02/2011 00:48:12)
Rang aol on the 8th 0f Feb, no mac code yet and i've rang a further 3 times. i'm getting fed up. they told me on each ocassion that it will arrive soon. Nothiny yet, since talk talk took over the service has went down the pan

rupert alexander richardson(16/02/2011 12:06:47)
asked aol for my mac code they said be with me around 5 days surprise surprise 10 days later guess what no code phoned back they said i appolgise sir but you havent asked us for a code , i was infuriated almost lost my cool felt a vein pop out my neck gave the old fellow a jolly good old fasioned ear bashing which i must admit occasionally enjoy by this time good god do you know what my code appeared as if by magic my advice give them a good old roasting over the phone see through their politeness as its coy old fasioned manipulation trying to keep you on board god makes you so angry! goodgbye aol bonvoyage hello orange

johnny cage (16/02/2011 11:53:47)
i used abusive language throughout the call to enthisise my dominance and strength, i over powered the irish laddy and fiddlybamboo he bog trotted over to his manager and gave me my mac code and a good retaliation of verbal abuse happy days :) off to the pub a went lads and rewarded myself with a nice cold guiness lol i do love the irish.

Jamie Jordan(15/02/2011 17:42:05)
Tried to request MAC online, 20/01/11. Received a confirmation email back. A week later received a "we need the following info" email, I replied with the info. A week went by, no reply. Chaser email sent - auto reply confirmation back. A week goes by - receive email "we need the following info". Reply sent "I have given it to you already! But to repeat its ..". Auto reply received. A Week goes by, chaser sent .. 1 month later I call them - "no, no records that you want your MAC and you cant do it online" - then why did it say "do you want a MAC code ?! - 5 days later, MAC received. It's invalid. The saga continues.

andrea westlake(14/02/2011 08:50:04)
Rang aol 7/2/11 asking for mac code, was told £130 fee as i was in a 18 month contract??. I originally signed with them sept 08 on an 18 month and then rolling 1 month. I told them 'just give me a code and i'll see you in court about the rest' - they hung up. Rang today to be told it was emailed on friday - NO IT WASN'T i've been checking, guess what I got it given to me over the phone :) GOOOOOD bye AOL - HELLOOOOOO orange

Jennie Mantle(11/02/2011 12:09:54)
Hi Just like everyone else who has left comments on your site I waited 2 weeks for my Mac code and nothing. So I thought try the email request and still nothing last resort ring again. Low and behold my MAC was generated there and then! So my advice guys dont wait and dont be pushed around with them telling you it will take so many days. Ring again be polite and patient, hold your ground and you will be rewared lol.

Adrian(08/02/2011 14:33:40)
I've had no broadband for two weeks, every day I call AOL and I'm told it'll be back up again in 4 to 24 hours. Everyday its not! I'm in contract until June but they have just given me the MAC over the phone without waiting 5 days. I've been with AOL for 10 years and feel very disapointed that they were not able to fix the problem with there system and retain me as a customer.

Marjorie(07/02/2011 12:38:32)
My son was also with aol and charged him for dial up which he wasn't they stopped taking his DD's his bank said this was still open now he has no isp wants one but AOL deny he has No Mac Code please Help

Michael G(07/02/2011 10:17:01)
Requested MAC Code approx 8 days ago told it would be emailed 3-5 days time. Guess what NO email. Phoned member services(choose cancellations option) and told them I had already requested MAC code. Many apologies and it had already been emailed and sent in the post (NOT and this makes me ANGRY). I was then given it over the phone - sounds to me like delaying tactics.............

larry dunst(03/02/2011 12:27:06)
i rang aol to get my mac code they said 5 working days 2 weeks later no code they said had no reccord of me asking so they appologised generated a new one and gave me over the phone right away which goes to show they can give you it immediately and is just a tactic to delay and try keep your custom i am disgusted. ofcom come to your senses abbolish the MAC CODE!!!!!!!!!!!

colin philips(02/02/2011 18:24:48)
tried to get my mac code from aol and they said that i still had a 18 month contract with them which is not true,i have been with them for about 5 years or more and i do get calls from quite cheeky and pushy sales men but i have never agreed or singed anything,still waiting for my mac code 2 weeks later!!!! arhh

SAKEY HUSSAIN(26/01/2011 16:58:22)
Hi know ppl who work for AOL and they do have the mac code sitting there on there account after 5 mins of generating it they dont give them out due to the reason if they did they would have really high days of cust leaving they do it to space out the cancellations on there weekly report.....OFCOM ARE INVESTIGATING THEM..... 0800 0191 847 the best uk customer service around

petra(25/01/2011 13:36:22)
Hello, try this number 0844 499 5555, and ask for the mac code, they were helpful, we shall see if the mac code turns up over the next five days. Aol staff have been rude to me before, but both members I spoke to today were great.

Dennis Kirby(24/01/2011 11:49:17)
Requested MAC code from AOL on 17 Jan 2011, and after a load of sales pitch the rep agreed to supply it. Now a week later still no MAC code.

linda sherwin(20/01/2011 10:32:39)
Lots of hold ups and call transfers when you ring AOL for your code. Then they try to offer you a new package even when you insist you dont want one. Wouldnt it be nice just to get what you ask for in one simple conversation? How difficult can it be to provide a code?? I too have been told I will receive my code within 5 days in the post AND by email. Clarified this with them in view of the feedback I have already read. They have promised it faithfully - we will see!

SANDRA WHITBY(19/01/2011 10:56:41)
Tried to get my MAC code from AOl and they tried to say I was contracted to them for 18 months which I wasn't as this was cancelled over 12 months ago by the Irish Contact Centre and I was email a confirmation from them which I am now looking for!

Andrew Wilson(17/01/2011 21:05:56)
They have made it as hard as possible to get my mac code from aol. Took many weeks and calls and emails and when it did come there was only 2 weeks left to run. During that 2 weeks they quadrupled my line speed to keep me,then reverted it back to a poor 600kb's at best at night !!

Graham King(14/01/2011 18:33:43)
been trying for over 2 weeks to get MAC code still not arrived told with in 5 to 7 days

Eddie_Doyle_1999(11/01/2011 19:41:28)
I have asked aol continously to supply me with my MAC code and they have refused AGAIN! . This is surely illegal.

Chris Mackin(11/01/2011 12:50:04)
Aol shocking told me 5 working days and would be out in an email and by letter 5 days later nothing i phoned them they told me they had no record of my call but managed to give me a mac code over the phone..... im now taking advantage of the great loyallty offer from orange saving me a fortune....... Bye Aol Hello Orange

margaret(11/01/2011 09:40:01)
MAC code emailed on 5th day from AOL. Now ready to change so hope it is the right code!! After reading lots of negative feedback I was getting really worried!!

keith bonsor(07/01/2011 17:55:56)
I have phoned AOL and the Indian call operator passed me on to Sales/Accounts as my contract was not to due to expire for 3 months and I would be charged the balance of £28.00. The sales team avoided my request for the MAC code and continued to argue that there was no reason for me to change ISP. I told them BT's rate was not the issue but that it was my decision to have a change and try another ISP. I repeatedly asked for the MAC and the operator cut the call. As my contract ends in 3 months can I presume that the MAC will be released then to allow me to seek another ISP? Would this be the case can anyone tell me? The Ireland number is continuously engaged. Be warned anyone thinking of trying AOL (tho BT may be the same, I have yet to find out?!).

M Sijan(07/01/2011 12:25:33)
What a joke! on phone for 25 mins, only to be told by a UK based lady that after checking, my line did not appear to be with BT, so couldnt request a MAC. I then double checked my line WAS with BT, called again, spoke to Franey in India, who put me through to Ashley in Cancellations, she said that my MAC order HAD been requested! I said this inconsistent story was leaving a sour taste in my mouth as far as AOL are concerned. Really cheap tactic by AOL of retaining its customers, really low.

Jobe(04/01/2011 19:57:03)
Yeah... pretend you rang many times already. Second time I called I just said I wanted my mac code, and I got it. Finally :)

Amy Fell(04/01/2011 10:32:07)
Rang given number on Tuesday 4th Dec 10.30am and the line stated that they are closed. Opening times then followed as being Monday to Sunday. Not very good.

Wynne Phillips(29/12/2010 17:24:11)
after not receiving my mac code within 2 days, decided to call aol. gave me mac code within 5 mins...no problem

Stewart Desborough(15/12/2010 13:38:33)
Have been trying for ages for AOL MAC code 08444995555 numbeer asks for telephone number before this is keyed in auto voice says not recognized please key in telephone number continually. 01179191112 number always engaged. Help!!!!

ferguson(06/12/2010 10:42:36)
this is a total waste of time . i have been on the phone for two weeks trying to get a mac code and i keep getting excuses , don't bother !!!

Kevan Rudling(03/12/2010 10:55:18)
It is neigh impossible to contact anybody. The lines are always busy and the e-mails just have an automated reply saying they will deal with it as soon as possible. Apparently it is never possible!

mr jess williamson(02/12/2010 18:33:04)
i wanted mac number from aol , they told me they couldnt give it over the phone and i have to wait up to a max of 5 days via email , its day four and still nothing

yvonne mcbride(02/12/2010 12:56:02)
A million letters will not cover the dreadful experience we have suffered under the hands of (what a joke ) AOL helplines, basically still no MAC code still no internet 9 days later 42 calls , 9 emails and still nothing, 7 times on hold and put through to a survey after no operator spoke to us!!!!! Words faile me , AOL should be closed down !!!

paul smith(02/12/2010 11:40:20)
aol must be the worse company to deal with it has took me 1 hour to try to get my mac code only to tell me there was a problem theres no free phone number and its still not sorted the people are not nice to deal with i would not use them again if it was FREE

jayne chambers(30/11/2010 18:24:59)
i tried to get my MAC code from aol only to be told that my account was not in my name and told me that I would never be able to cancel my account. I asked to speak to a supervisor who at first the guy refused to put me through until I started reeling of legal rights and as soon as I spoke to the supervisor he said no problem and they then wanted to know the reason as to why I wanted my MAC code and tried to get me to stay with them, I told the supervisor that at first I was only thinking of changing but after having a very rude and distressful conversation with a member of his staff I would no way stay with AOL. What a nightmare that conversation took 37 mins.

louise owen(30/11/2010 11:53:05)
requested my mac code from aol over 3 weeks ago still haven't received it!

john kean(29/11/2010 20:32:06)
no way called on 3 occasions and was put on hold for 30mins every time to no avail.redailled after every 30mins on hold and asked to speak to a superviser on the 3rd attempt, they will call me back!!! 2 days later going to the bank to cancell direct debit, what will be the response?????

jill miles(29/11/2010 20:23:48)
the customer service is rubbish I have tried to talk to someone 4 times today about getting my mac code but it is impossible task

Vicky(26/11/2010 13:55:41)
Absolutely horrendous experience ... I spent 4 hours on attempt to receive a MAC (Migration Account Code). If I hadn't been leaving before, I would be now! The first three operators passed me from pillar to post (all with difficult to understand 'Asian English'), each call lasting around an hour, ending with them putting me through to the 'team to help me with a MAC' at which point I was promptly cut off. The fourth call, amazement (I almost fainted) was a fabulous Irish voice and a friendly, polite and helpful guy. Call lasted 5 minutes, job done. AOL get your act together, if we could discuss problems without having to miss half a day at work, we'd not be leaving, but what the hell. I don't want to be calling some other country and then struggle to understand what they're saying. They're probably very nice people, but I am paying for a service and not getting it. Thank god I now have my MAC ... I will NEVER return to AOL and I pity the poor bloke in Ireland who was absolutely lovely and deserves a better company to work for.

AR(22/11/2010 22:26:35)
Expensive phone call to AOL over a week ago - promised MAC code in 5 days, still waiting.

Gaz Evans(17/11/2010 18:18:32)
Just been told by AOL that i could no longer pay for my account by card, and that it would all have to be done via my bank account. No correspondence at all.Asked for a MAC code as they kept me on hold for nearly 1/2 and hour and then still insisted that they would email me my code within 48 hours. Lets wait and see.

T Chalmers(10/11/2010 15:46:09)
I have sent AOL helplines 4 emails asking for my MAC code and every reply has contained a jumble of numbers and letters that my new supplier avers are not MAC codes. Resorting to their expensive 'phone helpline, I was informed that it would take 5 days to generate it.Reading the letters of your correspondents who got theirs over the 'phone when they rang AOL's Irish helpline, I tried that....still 5 days. My new provider needs it today. What can I do? Tom Chalmers.

Chalmers(10/11/2010 15:36:10)
I have tried emailing AOL's customer help line four times today for my MAC code and have each time been given a jumble of numbers and letters that my new provider says is not a MAC code. RESORTING TO THEIR EXPENSIVE HELPLINE TELEPHONE NUMBER,I have been told that it will take 5 days to generate.BT require it today so, having read some of you correspondents letters saying that they had been given it over the 'phone from aol's Irish number I tried that but...still going to take 5 days.How can I get it immediately? Thanks in anticipation of you prompt reply, T. Chalmers.

Ron(10/11/2010 14:27:49)
Phoned AOL on 3/11/10 to request MAC Code. Rang them again 5 working days later having had no response - I was informed that as far as they were concerned the 5th working day was th 10th Nov. Waited for post on 10th - Nothing. Phoned AOL again after lunch and obtained MAC Code over the phone. Apart from the last person I spoke to AOL were not over helpful !!

olly(10/11/2010 13:59:56)
Phoned last friday for a mac code . Took about 20 mins on the phone talking to a couple of people and told would be in my email within 5 days. Email arrived today ok (Wednesday)

olly(10/11/2010 13:59:19)
Phoned last friday for a mac code . Took about 20 mins on the phone talking to a couple of people and told would be in my email within 5 days. Email arrived today ok (Wednesday)

Debs (10/11/2010 09:43:45)
How rude!! I phoned the 011 number to be told (automated) I would be on hold for an unusual amount of time, they then answered straight away!! I spoke to an indian or similar lady who asked me what the problem was and when I was part way through answering she put some really loud nasty music on which nearly blew my ear drums and transferred me to a particularly obnoxious Declan who spoke to me like I had asked him to swim the channel for me! He then got really narky with me when I said it was my husbands account but I pay the bill, luckily my husband is here so I have passed him on to him, he is trying to make him stay with AOL as we speak, hopefully we will have a mac code shortly as I am certainly not staying with them!

Paul Renouf(08/11/2010 14:24:17)
waiting still now been 7 days

Matt(08/11/2010 10:42:50)
Thanks to all the posts. I rang AOL on the 0117 number and they told me 5 days. I told them that I have rung numerous times already and they gave me a MAC code straight away. So, my advice - plead you've rung numerous times and flatter the Irish accent. Thanks all.

appleanne(06/11/2010 10:01:18)
I did not receive my MAC Code from AOL by the 5 working day deadline, 5th November, as promised, so rang them today. I was given my code over the phone with the assurance that it had been emailed - 10 mins and only 1 advisor this time, who was very polite, and didn't try to sell me any deals. Not a five star performance, but could be a lot worse.

Brian(05/11/2010 20:01:16)
Phoned aol last thursday got run around for 40mins then asked for mac code told it would be sent within 5 days, phoned tonight got runaround for 90 mins found this site and got mac code over phone within1min after using 01179 number and telling them they are in breach of ofcoms rules freedom at last from the cr*** provider ever !!!!

louisa(05/11/2010 12:46:11)
After waiting nine days for my mac code to be emailed or mailed to me i phoned AOL on the 0844 number, had to wait for an eternity but was given the code, no problem.

Paul Ansell(05/11/2010 11:14:49)
I phoned AOL for a MAC six working days ago. I had the same experience described by others - waiting an age for a reply, giving my details, then being passed on to someone else and giving all my details again. I am convinced that AOL make their customers wait to earn money from the premium rate phone call, and this is itself reprehensible. I still had not received my MAC today, so I phoned 0844 4995555. After the usual long wait, I spoke to someone who read the MAC out to me, so they had it all along, but didn't send it to me. I feel such a fool for remaining a customer of such an appalling company for as long as I have and I can't wait to get set up with my new ISP.

Andrew Butcher(03/11/2010 23:46:13)
Having waited for a very long time twice and been put through two support people twice, I have still not received my MAC Code. The second time they said it would take up to 5 days. They said it would be sent to me by email and would probably end up in the Spam box. If it doesn't arrive they said I would have to ring again. Service from AOL is awful in every respect. Why can't they just give me the code straight away?

Claire Calderwood(03/11/2010 17:35:38)
Have been ringing the aol mac code number now for 2 weeks and hang on at least half an hour each time but never get a response - can not affort to ring any more so can not get mac code. Any - other way? Claire.

john(03/11/2010 16:34:03)
Rang AOL and spoke to call centre who at first insisted on interpreting my request as a 'technical problem'. When I finally got them to listen I was put through to 'customer services' - I was left on hold for ten minutes and line went dead! Sent email instead and although got acknowledgement I am still waiting for the MAC code a over week later.

chris(03/11/2010 15:11:02)
Thanks vicky, use the 0117919112 number, and no probs, I kept getting put on hold and cut off using the 0845 number. Should be with me next Wednesday.

kevin kirkwood(03/11/2010 15:00:19)
Just phoned for my MAC code, usual why are you moving,I said that I was offered a deal from B.T. my broadband and local calls for £4.99 a month (AOL)I was then offered a package fron AOL for £4.00 a month,but that my Mac code would be sent to me anyway,hmmm I wonder...lets just wait and see.

G Gardner(03/11/2010 10:48:45)
2 days ringing into to AOL and "all of our representatives currently busy due to high volume of calls" Still not answer

stewart(02/11/2010 21:17:09)
despite several lengthy phone calls and several emails during a two week period,i still have not received my mac code from aol.surely something must be done to sprevent aol carrying on like this.they keep promising but never deliver.

polly(02/11/2010 11:44:00)
I have just rung aol on01179191112 £ spoke to a very nice irish lady who was very helpful ,she said i would recieve my mac code in about 5 working days , she tried to offer more options for staying with aol when i said i wanted to leave she was ok about it , fingers crossed for the five day wait :)

Xavier(01/11/2010 20:14:39)
OK, IF YOU WANT YOUR MAC CODE OVER THE PHONE ON YOUR FIRST ATTEMPT, DO THIS. Call 01179191112, you get through to the Irish call centre. Tell them that you requested your MAC code over a week ago from an indian chap. They will look on their records and not find a your call (obviously), and say "that's strange". Agree with them and state that you were surprised by not being given "the hard sell to stay". State that you were told you would have the MAC code within 5 days via email and post and you have not received it. Then say that you really need it and VOILA, the line will go quiet and then comes back your MAC code in one call.... Worked for me!

vicky(31/10/2010 17:05:47)
I just rang AOL on the 01179191112 number. The lady confirmed all my details and stated the MAC code would be emailed and posted to me in the next 5 working days. No sales or attempts to persuade me to stay - much easier than i expected. Now just need to see if they actually send the code!!

appleanne(31/10/2010 16:17:12)
I rang AOL today for a MAC code. 15 minutes and 2 advisors later I was told it would take 5 days and be sent by email. I said that I would report them as in breach of Ofcom regulations if I didn't receive it by then, however, having checked the Ofcom website, they are already in breach as they should offer a choice of 2 ways to receive the code. I await their response.

M Ward(28/10/2010 11:08:27)
I have an awful time getting a mac code... hours on hold and plenty of people telling me that they will e-mail and cannot give me the code over the phone

Mike Chance(27/10/2010 10:45:07)
I requested a MAC code from AOL in September and am still waiting. As far as I am aware this is a breach of their license agreement and they should be fined for this. How can I pursue a complaint to ensure that AOL recieves the fine that should be applied.

dave(26/10/2010 22:08:50)
i'm supposed to be getting an 8MB connection the peak it's ever been is at 4MB which is pretty much the middle of the night, i rang them up to start with was on hold for 20+ minutes finally got through to an asian woman who knew about 10 words in english after finally getting through that i wanted my MAC code she transferred me to an irish guy (5 minute hold) he then asked me why i was switching and because i didn't want to try and be sold deals i just told him cause i was going with virgin for broadband and phone he then argued with me about the price of it since it's £10 more with the virgin package so i just snapped and told him i'd pay triple that for a decent internet service after the crap they'd put me through- constant disconnections, slow internet, crap customer service he then tried to be patronising and started asking why i lied about the reason for switching at which point i told him - exact words "look i've been here for 30 minutes and still aren't any further along than i was when i started will you just give me the MAC code?" he then told me he'd have to transfer me due to me not "complying" with him, another 3 minutes hold to be transferred to an irish woman who once again tried to sell me various deals, after about 5 minutes of various no's she said it'd be emailed within 5 working days.. wow? i wouldn't expect that for a parcel nevermind an email.

Dawn Saunders(25/10/2010 14:55:19)
I just called AOL on the 01179191112 number to get my MAC code. The lady offered to reduce my montly bill from £25 to £12.99 if I stay. Hmmm.

Craig Bowley(20/10/2010 09:42:18)
Requested an AOL MAC code - waited 5 days and no code. Did the usual and went through to Indian call centre, before being routed to the Irish call centre. Eventually given a code over the phone as i waited and followed up by e-mail. I guess you just have to keep on to these companies. No explanation given other than i should have received it earlier. Matbe they hope you will give up and stay with them?

Fred(17/10/2010 09:26:46)
Have been trying for a week to obtain MAC code and was promised on phone and on e mail trying to seel me an enhanced service that it had been requested but week later no joy. Read this today, rang the 0117 number and was given it within 5 minutes. Thanks for the info

David(15/10/2010 16:14:24)
I phoned for my mac code but was told i would have to wait for an email or letter within 5 working days, but after reading the letters here i phoned the irish number and asked again for the mac code but was told that I would have to wait up to 5 days and only after this time would I be obliged to get the code over the phone. Do not delay in phoning if 5 days have elapsed.

Lisa mcglennon(15/10/2010 15:54:36)
Aol - awful!!!! It has taken me 3 calls today and I have been told I will be mailed (post & e-mail) my mac code. First call took over 12 minutes to be answered and then I was put on hold - for so long that my phone battery died!!! My second call I was told I would have to call back due to technical problems with the cancellations/mac department! I insisted on speaking to a supervisor how said that there wasn't actually a problem, just that the cancellations department had such a long backlog of calls!!! My 3rd call was answered and put through to the mac department in about 12 minutes and I now await my mac code with baited breath!!!! Awful company!!

paul(14/10/2010 11:21:53)
I first called AOL on 7/10/2010 at 01179191112 and was told my mac code would be with me in 5 working days. I called again on 13/10/2010 to see where it was to be told that if it had not arrived by the next day I should call back. Called again on 14/10/2010 and was given the code directly over the phone.

Mrs Beverly Williams(13/10/2010 15:58:35)
I called on Saturday to obtain my Mac code. I was put on hold for nearly 10 minutes. They were unhelpful and said I should get an e-mail within 5 days confirming the code. I am still awaiting this. If nothing is received by Friday I will be making a complaint.

Sarah(11/10/2010 17:14:28)
Just called on 01179191112, straight through to Irish call centre and Mac code given to me, no going through India 4 times and paying for the frustration !!!

simon(08/10/2010 13:47:19)
Requested a MAC code from AOL and was told it would take 5 days. BT advised me that it should only take 2 days maximum. I queried this with AOL and they gave no explaination. Unfortunately I missed the deadline for the BT deal I wanted to get. 10 days later I rang AOL to ask where the MAC code was and was given it over the phone with a promise of a follow up letter, and an assurance that it was emailed to me today (ball-shit!). They gave no reason as to why it was late, dispite me reminding them of the legal requirement to provide the code in 5 days. It seems obvious to me that AOL just want to obstruct the process so stop or slow down someone leaving them. It's a shame that they will probably get a few more months subscription from me while I wait for a good deal/offer from BT.

Peter Hodgson(07/10/2010 20:10:32)
Tried the 01179 number this evening at 7-45 pm. An automated message said that they were sorry that they were closed but lines are open Sunday to Friday, from 9 am to 10 pm every day. This company stinks!

Peter Hodgson(07/10/2010 19:53:35)
I rang aol more than a week ago to request my mac code. They tried to persuade me to stay but although I said that I would think about it I was still quite firm about wanting the Mac. I have not yet got it, and since then I have not been able to get through to them. This evening I have spent 25 minutes on the phone trying to contact them. I did get through to a different department, but they refused to transfer me. What can I do?

Joe Potts(05/10/2010 16:52:38)
Tried AOL yesterday to get MAC code, was told systems down and could i call back today. called back twice today, and believe it or not, was told the same thing, these people are crooks. they recently contacted me to get me to upgrade free, and told me that i needed to take their call package too. i declined, and hey presto, my bband speed dropped from 3mbs to 0.28 over the last 3 weeks. 0/10

ALAN ROE(03/10/2010 20:13:27)
ITS BEEN MORE THAN FIVE DAYS SINCE I REQUESTED MY MAC NUMBER FROM AOL, ITS HARD TO GET ANY WHERE TRYING TO FIND OUT CONTACTS THROUGH THE AOL SITE TO.

Fred(02/10/2010 18:20:14)
After waiting over a week for my mac code, I sent a email containing the text below. I received my mac code the next day. I hope it will this will help. I am writing to complain that I requested a MAC on (insert date) and I have not yet received it. Under Ofcom regulations, where a consumer or small business wishes to change broadband provider, a MAC must be issued within 5 working days of the request. I hope that you will now issue the MAC but, if this is not the case, please fully explain the reason(s) why you are unable to.

Seyed Sharif Razavi-Falahieh(30/09/2010 21:09:23)
It is now more than 20 days that I am calling and emailing The AOL to get my Mac code, but I have not succeeded . Please guide me what should I do to get it

Steve(27/09/2010 11:07:13)
OK, so I called the 0844 number, typed in my home phone number as instructed and was told they had no record of it! Couldn't get beyond the automated bit so called the 0177 number. Lesson 1 - forget the 0844 number! Spoke to a guy who promised me the MAC in no more than 5 working days. From the comments below I won't hold my breath. He then asked me why I was changing and I told him that two weeks ago my broadband reception halved. He suggested it might be the router and put me though to their 'Tech' line. Talk about unhelpful! They put me on hold for five minutes to 'check our resources' and then asked if they could put me on hold for another five minutes to 'check their resources'! I hung up. O2, here I come!!

Andrew(24/09/2010 19:45:52)
so im on hold to management now.Both BT n the first person i spoke to said it was incorrect now some other guy said it is correct.then after some back and forth convo he starts saying he thinks im lying about them saying this! i mean WTF! 1)why the hell would i say ive tried it if i hadnt? why would i inconvinience myself like that? what would i gain from trying to randomly get a new MAC code? 2)what a call center person does that?

Andrew(24/09/2010 19:19:45)
well i'm now hoping i don't have the same problems as you guys.currently on hold with AOL after getting a faulty MAC code and now being transferd to get a new one.fingers crossed they don't F*ck me over like they did you lot

mahdy(22/09/2010 14:32:38)
code name & licence aol 9.5

Ren(17/09/2010 14:01:13)
Aol is actually a joke. As far as I understand it takes a few hours at max to generate a mac code.. I requested one on Monday but called up again on Tuesday as that's when they first put the request through - I can't believe they actually lied about it! It's now Friday and I still haven't received it. When I called up yesterday they said that they can only give it to the account holder and that they had it and would call him but they never did. Im questioning now whether I'll even receive it in the near future.. Looks very doubtful! AOL is just a lying cheating company who want to keep you for as they can and squeeze every penny out of you, not give you a proper service and when you do leave, make sure that you go without Internet for as long as possible as a punishment! An absolute disgrace!

Alycon Abbott-Brown(17/09/2010 11:09:22)
Nightmare,as unhelpful and difficult as always to get any response. Being trying to change since May this is my last attempt if no response this time I shall simply cancel my card, see no other option.

kelly elliott(15/09/2010 13:02:00)
was told to have it withins 48 hour to 5 days and had to keep ringing and still having trouble not happy

Abdul(13/09/2010 18:11:21)
Have had to speak to aol 8 times over the past two weeks! The usual response of having to wait 5 days for MAC, didn't receive so called email! Called back and given code over phone but new provider O2 say's the code don't work, aol are adamant the code they have provided is correct. Just going back and forth now, hefty phone bill but fingers crossed it gets sorted!

Phil Mawson(10/09/2010 22:42:08)
Got mine in 5 days by email and a hard copy in the post a week later. This is the third time I've requested a MAC. I've always been persuaded to stay but this time the throttling of my download speed is an absolute joke. Going to give BE a try on a 3 month contract.

David Lavender(10/09/2010 19:32:06)
I requested a MAC code on 06/09/2010. This was following receipt of an e-mail advising that the card registered for recurring monthly payments had expired, resulting in them not being paid,which I knew not to be the case,and advising of higher charges for customers not paying this way.I was told I would be sent both an e-mail and written confirmation within 5 days.I was asked why I was considering leaving.I advised I was fed-up with having to call AOL at my expense and waiting long periods on hold before being answered together with not appearing to be getting the speed I was paying for.I was advised Technical would call me on 09/09/2010 to try to improve things.On 08/09/2010 I received an e-mail advising of a change in billing dates and explaining that account information was now available online.I accessed my account,which confirmed no payments had been missed.I then called AOL again as I had not received the requested MAC code.I was told I should have it within 5 days.Today,10/09/2010,I again called AOL and was advised no information could be given due to a systems outage and was advised to call back after 2 hours.I made several unsuccessful attempts to call AOL before managing to get through at 19:06 and queuing until 19:14.At 19:23 I was verbally given my MAC code.When I requested e-mail confirmation I was advised that the person I was speaking to did not have authority to send e-mails and I would need to call back tomorrow for confirmation.

Barbara(09/09/2010 10:41:02)
AOL strike again, for two week have been trying to get my MAC code, by all methods. during this time they have used every trick in the book to try and land me with a new contract. Initially I said I would look at what they were offering and was sent an email, then a second email contradicting the first at which time I said forget it and "wheres my MAC code. Today I received a welcome pack saying my new service would be live in 4 days. So for the last two hours I have made a total of 6 calls (explaining the situation each time) and eventually was told that this "bogus" pending order had been cancelled and was given my mac code!!!! Surprise surprise it was a false one. Got back on to them and was then told that I didn't need one as the line was "open" this is a new one to me. Anway to cut a long story short, everything now cancelled with AOL and new contract set up with BT. Letters of complains along with the audit trail of this "SLAMMING" and uncompetive practice are now on their way to ofcom/otelo. Many thanks to this forum as having the numbers below saved some time and frustration. I used the 01179191112 number.

Victoria(08/09/2010 21:55:43)
I spoke to a nice lady called Gemma and requested information on how to change ISP. Gemma was very friendly and nice and explained the packages that could be provided to me if I stay with AOL. Despite Gemma's good customer service skills I will not be staying with them. My internet keeps on disconnecting, downloads are ridicously slow and quite frankly - I fancy a change. I think I'm going to try BT now as I've heard good reviews about them.

j timson(05/09/2010 08:21:01)
cannot get it keep being told in post now told after hanging on 0844 number for an hour my line doesnt exist just another frustrating delay

philip Todd(04/09/2010 19:26:14)
AOL rubbish! They will not give me a MAC Code I will for evermore slag off AOL. Never ever ever recommend them to anyone. Customer service NONE!

ian wilkinson(31/08/2010 19:57:48)
they say they will post and email it. days later nothing. Try phoning the just keep you on hold.Tried few times half hour at a time .still no answer cant wait to get rid of it

Raymondo(26/08/2010 14:17:16)
Called the 01179191112 number, was transferred to the Cancellations Department and was told the MAC Code would be emailed within 5 working days. Fingers crossed. Thanks everyone for their help and comments!

Muscatelli(24/08/2010 17:23:23)
AOL Ireland 0117 9191101/2/3 are no longer answering customers calls and you are given a recorded message now to ring the 0844 499 5555 instead for everything!!!! When we tried the 2nd no 0117 9191102 we managed to get through to someone who said they weren't AOL and to phone 0844 no. Funny as we only called that same number a week ago and requested our Mac code and was told it will be emailed within 5 working days. Obviously and no surprise it wasn't sent. NEW TIP:- you have to phone 0844 now but when you get through tell them you've been waiting 2 weeks (we did and made 2 phone calls to Ireland) for a Mac code and have now changed to another provider and need the MAC code quoting over the phone immediately and that you can't afford to wait another 2 weeks for something that will probably not arrive by email as you are paying twice by direct debit (even though you are not connected yet to your new provider). The customer service chap immediately gave it over the phone. We asked him if he can see it on his screen, he said yes it is printed on my screen. CONFIRM MAC IS RIGHT:- we phoned back an hour later to say it was wrong (we didn't know if it was correct or not but been told they are famous for given out the wrong MAC Code over the phone) got them to re quote the MAC Code and yes they missed out a numeric number but at least we got it and had it confirmed to be correct.

Jade(23/08/2010 19:00:55)
Gutted! on a previous occasion was given the MAC code over the phone from AOL but lost it, have asked for it again and been given the same response as everyone else, 5 working days. After reading everyone else's posts I won't hold my breath. It has struck me as strange that all of a sudden they don't have this information to hand. Watch this space!!!

Martin(20/08/2010 17:07:45)
Rang three two ago, after waiting 18 minutes, gave operator all of my information only to be ttold system gone down, ring again on tuesday, Rang again last friday, patched through to ireland, guy there very helpful, told me to wait five days, aked me which e mail i wanted it sent too.... 7 days later, just rang a very loud asian man, i repeated asked him to stop raising his voice, told they had no record of me requesting mac code, wait 5 more days... why isn't there an easier way to cancel the contrac?????

Richard(19/08/2010 19:27:31)
Called the 0117 number and got straight through to a helpful english agent who would have taken my instruction without quibble. (This is after receiving non-stop sales calls from South Africa for 6 weeks, trying to sign me up to another 18 months lock in). Unfortunately the AOL systems were down so they were unable to lodge the request and I'll have to phone back another day.. I will be moving back to PlusNet as I need a fixed IP address and AOL can't supply these. (I was with PlusNet before for 4 years and couldn't fault them.)

brightspark(09/08/2010 13:53:08)
Just spoken to AOL on the the 0117 number instant answer took details and promised MAC within 5 days than asked why moving and offered a new deal inc anytime phone call £2 cheaper than existing BB. Will consider this option but call contract with BT may be a problem

freeman(04/08/2010 19:03:31)
for the secound time i have requested my mac code from aol they seem reluctant to give me one

Tim B(03/08/2010 12:27:29)
I tried the 0844 499 5555 number waited 5 mins then read below and tried the 01179191112 number. Got straight through to the call centre but on saying I wanted a MAC code was told another department deals with this and had to wait for 10 minutes. Eventually spoke to a helpful person who said the code would be sent to me (by a different company)and then I needed to call the 0844 499 5555 number ask for the cancellations department and advise them of the move to a new provider.

Kirsty(03/08/2010 08:36:03)
I have been trying to get my MAC code from AOL for 10 days now. I have called, been put on hold, passed around and eventually shouted at be a very rude man who said my code would be emailed within 5 days. I have since tried emailing and have had 3 automatic response emails, but no actual MAC code. I don't know what to try now. Any suggestions welcome!

Paul Ellis(02/08/2010 12:40:02)
ha ha, tried that number was put straight onto canned music until after 30 miniutes of this with no response I put the phone down as it was costing 5p per miniute. Next joke.

peter(29/07/2010 11:44:49)
had same experience on 0844# so trying 0117# just now....incidentally, did some checks before deciding to switch to BT - they have the best service in the business apparently - genuine up to 20Mb download & already going fibreoptic nationally for completion during next couple of years.

Ma(28/07/2010 19:51:38)
Put me on hold, took ages, and then they said it would take 5 days to give me a MAC code! Gangsters! With other ISPs, they give it to you over the phone in 30 seconds. Switch away from AOL as soon as you can.

Mr O(27/07/2010 20:58:53)
I called AOL and asked for my MAC Code, they sent me to 5 different people and the last guy I spoke to was rather rude telling me it would take 5 days to get my MAC code. He clearly was rude as though I had upset him by asking for my MAC code. This is one of the reasons I chose to leave AOL.

c brewer(27/07/2010 17:05:40)
AOL are not helpful at giving me my mac code. They have said they would email it to me and didnt. Then when I call today they have no record of my phone number and to top it all there computers are down so they cannot transfer me to the cancellation team! A bunch of con artists.

A:B(26/07/2010 18:33:08)
I was on the phone - on hold, three records worth - for what felt like 10 minutes before I could put in a request for a MAC code. Finally AOL put me through to a lovely Irish lady who tried very hard to bring me back under another AOL contract! After three polite attempts - I end up insisting AOL forward me the MAC code within 5 working days. They informed me they would have to contact BT who would issue them with a MAC code and hoped BT would respond in 5 days? I've been a loyal AOL customer for nearly 10 yrs...

Neil(20/07/2010 13:26:31)
Fw;- DEREK..... No internet provider is allowd to make you wait more than 5 days for your mac code. It is against the Competition Act 1998. In my experience the best way to request this is to call your provider and say that you have called many times requesting it and you have had enough, regardless of what they say they CAN generate the mac code while you wait on the phone. Take it from an EX O2/ORANGE/TISCALI and now BT worker.

Patricia(20/07/2010 00:16:01)
I cannot believe AOL are finally sorting their problems out. Requested the MAC code and was advised the usual timeframe, however received the MAC within about an hour, so after cooling down phoned back - wanted to sell me their Line rental package that they have advised will mean GUARANTEED Irish/UK based call centres in the next couple of weeks, smashing idea. Will definatly be staying..... - I will happily pay £10 more per month for the relieve of speaking to real engineers who can understand me (and i like the accent)

H. P.(18/07/2010 00:35:54)
Having read this forum about asking for a MAC code, I was expecting lots of questions and problems. I actually called 01179191112 - the AOL centre in Ireland, who were incredibly helpful. Upon taking my account details, they asked why I might be switching providers - in my case I just want the BT Vision package that comes with BT broadband etc - anyway, the AOL rep in Ireland was very understanding and promised to have my MAC code sent within 5 days. Well, 5 hours later I had the MAC code! If it wasn't for personal reasons changing and the BT Vision, then I found the AOL staff to be superbly helpful - even when requesting a MAC code to leave!

Derek(17/07/2010 13:08:13)
They keep telling me to call back. I have had this before! Now they are saying call back Monday. How can I formally lodge I want a mac code?

joanna(15/07/2010 16:25:53)
Wish i'd found this site sooner! My AOL broadband has been dreadful, disconnecting and reconnecting all the time. Ive spent ages on hold, eventually getting through to their call centre but we had trouble understanding eachother! Eventually gave up when they suggested i unplug it and plug it back in (again) so asked for a MAC number...could they email that promtly? NO! But they could arrange for TalkTalk to phone me to try to persuade me to stay! But today, having found the irish phone no on this site, i got through without having to hold, and was given the mac no straight away. Can now go to BT...but reading recent comments from NUM.. am wondering if i'm doing the right thing!

Lewis Beechey(13/07/2010 19:19:19)
Phoned AOL up way over a week ago, apparently they said it takes a maximum of 7 days, still waiting for mine. They were quick enough to email me a package to stay with them after the phone call to request it though.

Patrick(04/07/2010 11:20:19)
Phoned 01179191112 as suggested. Excellent service and received MAC code via email within 10 mins of calling. Forget 0844 number.

Mrs Janice Greenwood(02/07/2010 19:56:24)
I have been on the phone - on hold - without warning for more than 28 minutes since i asked for a MAC code. They charge 5p per minute for the privilege. This is very sharp practise and absolutely unacceptable.

NUM(27/06/2010 03:21:05)
Must admit was adament on leaving AOL untill they explained their next generation broadband they have available. Little bit more expensive but have been told I am guranteed Irish call centres after signing up to this Platinum service. Brilliant idea AOL - can finally leave BT...will happily pay more to be guaranteed Irish call centres...

Elaine(25/06/2010 19:46:23)
Like others contacted aol on 0844 no. and told to ring back following day. Not good enough. Found this site and scrolled the messages rang the 01179191112 number and wayhey got through and had mac code within 5 mins of call sent to email. Advice is don't use the 0844 number.

Alan Whittingham(25/06/2010 09:13:01)
Called AOL to get my MAC code quite a while ago. It was sent to my inbox within 24 hours. Had an e-mail of some Premium Platinum service they were offering, decided to give it a try. Since taking the service - I get straight through to Irish call centres all the time, get a constant speed of 11MB and Unlimited calls. This really is Platinum and the only way to go if you want to remain with AOL. Brilliant service, and all for £36.24 (not the cheapest, but if im guaranteed Irish call centres I will happily pay for it) Already 6 weeks into my new Platinum package and couldnt be happier

kieran(18/06/2010 13:05:52)
phoned up AOL 7 days ago, and still havent received my MAC code. I have been happy with them until now, useless

sandymccomish(11/06/2010 18:57:09)
Contacted aol this evening- via the number mentioned previously. Call answered immediately 9 first ring0 spoke with a nice Irish lady- who couldnt have been more helpful. Was swaying and considering a move to bt- or Sky- as prices seemed cheaper. After this discussion though I am reconsidering .... I thought I received excellent service this evening....

NJM(26/05/2010 20:36:10)
Called and was told that I would have my mac code sent to me via email within 5 days at the very latest however I should expect it within 24 hours as this was the norm. I was told they can't give me the mac code over the phone. 21 days later still no mac code email! Called and spoke to a lady who was polite and apologetic. Put me on hold and came back within 1 minute and gave me the mac code over the phone. Why couldn't this have been done when I first called? Would have saved me hassle and a negative experience with AOL. I hope keeping my direct debit for the extra 3 weeks was worth it!!!!

marczak(24/05/2010 16:26:56)
i have had a nightmare with aol do not go with aol or pay them any money they are very bad let them go bust go with a broadband provider that u can trust aol not sending me a mac code that is how poor they are

Joanna(17/05/2010 12:56:19)
I found AOL to be very rude when calling for my MAC code. The phonecall took twenty mins when it should have taken five.

Mike(29/04/2010 17:54:02)
Moved house in Febuary and hoped I could move my aol broadband too. No joy, a BT tag on the line! Get shifted back & forth between aol & bt call centres, each party claiming it's the others problem. Have to cancel aol & re-apply. New router arrives. Plug everything in but doesn't work. Check all connection-nothing. Call aol, 15mins on hold then get to speak to someone I can't understand who just reads from a script. I needed level 2 technical assistance but to get to them is very difficult! Why do you make it so hard aol? I eventually talk to a man on level 2 who informs me I have an issue of 'jumpering' on my line. An engineer is arranged to come to my address but never shows. Engineer gets re-arranged doesn't show but calls-aol have given him wrong contact details. Engineer claims he can't help me anyway as no broadband software on line-which aol claims there is! Level 2 man says he will sort problem & call me back but never does! It's now the end of April & I still have no broadband!!!!! Request mac code from aol so I can move to another provider-i've had enough!!! 3 days later I try to use mac code, it doesn't work, call aol they tell me it's expired. Request mac code again try to use it today but lady from new provider tells me theres not enough digits!! What??? Have aol purposefully given me a faulty mac code???? I think so!! All I can say is avoid aol at all costs!!!! I'll be glad to see the back of them!!!!

David Weaver(14/04/2010 13:31:49)
No, problems! I phoned 0117 919 1112 last Thursday and spoke to Mary, a very nice Irish lady. She said she would action it there and then, although it might take 5 working days. In fact, it arrived just over 1 hour later by email. Yesterday I called to cancel my AOL subscription and convert my email addresses to a "Free Account." Again, no problems. I spoke first to a helpful Indian lady "Florence" and then to the delight Mary again, who completed the cancellation process and wished me well with my new ISP.

Michael Redmond(09/04/2010 14:25:58)
I have always really liked AOL and to be honest I did want to move but my request for my MAC code was as smooth as I could have liked. I called back AOL to commend the service and decided to remain with them. The service did decrease with the transfer to Crap Whore House but to be fair the service seems to be getting back to its brilliant best. Fair play AOL and thanks for 12 years good service, hopefully 12 years more.

Ivan(06/04/2010 11:37:21)
Glad i scrolled down to read the experiences of others as phoned the 01179191112 mentioned in these emails and received the mac code by email in 15mins.

Alan(02/04/2010 17:44:13)
Asked AOL for my MAC number, had it e.mailed within 10 mins, ijust hope my change to BT broadband is as smooth, almost sorry to leave AOL, but good deal from BT

Mark(30/03/2010 16:20:49)
I read tips & experience from other aol users first and with the info from them rang the 01179191112 number and as said got a nice lady who siad it would be no trouble and my mac code should arrive within 5 days, It actualy arrived within the hour !! she also did ask why i wanted to move and i just siad i wanted to try someone new, I was paying £15 a month for broadband and calls but recently went back to BT for calls, i was offered broadband and calls for £6.99 a month or broadband only for £9.99 a month have still left to try BE they only £7.50 a month for Broadband. (another family member been on BE for a few months now and all's been great)

Bongo the Clown(14/03/2010 12:11:42)
called AOL for mac code and was advised to call back when live to cancel. when i asked why, the man explained that just as aol cannot call sky to cancel my telly, sky cannot call aol to cancel my internet. made sense. poor info from sky as they offered to do this for me, which is actually not possible. wish i had remained with aol as service with sky is complete crap. have been calling tech support for days and when they bother to answer the phone, they have no interest in helping, just want to get me off the phone. moving back to aol after this stupid contract is finished.

Philip Rosenstock(26/02/2010 15:40:43)
called AOL and talked to a nice Irish man by the name of David. Asked for my MAC code, going to SKY. quoted Ofcom, as per this website, My MAC arrived in 5 days to my e-mail, listened to his offer, which was not pushed, more an informal chat. I am now with SKY and I only wished I had remained with AOL. Sky service very poor, slow speeds, poor customer service after sale. I wish I had of taken the 9.99 deal that AOL had offered me, more expensive but better service :(.

Gary(25/02/2010 22:27:26)
Called 01179191112 and spoke to helpful Irish man who answered straight away - no issues or hard sell and MAC code emailed within 45 minutes. Great service so far !

Murdo(24/02/2010 13:25:34)
One phone call and was given the code there and then, easy!

Jim(23/02/2010 15:32:34)
Called the 01179191112 number and got a very nice Irish lady on the first ring. Explained that I wanted a MAC code and that I was moving broadband provider for "a number of reasons, many of them personal and private, with cost and service not being a factor". She didn't try to sell me anything and said I'd get my MAC code within 5 days but it would probably arrive earlier. In fact it arrived in my AOL email account in 20 minutes! This is definitely the AOL 'phone no. to ring!

John(23/02/2010 14:58:32)
I contacted AOL today to get my MAC code, i was determined to leave as i was quoted a good price by another provider. I got through to a man by the name Michael. I didnt want to speak to him at first, but after listening to him, reluctantly, he made a lot of sense. He offered the MAC code straight away (well 5 days) I have it in my inbox, 1 hour later, and gave an offer whilst explaining the difference between aol and my new provider. Have actually decided to remain with AOL, new 18 month contract. I dont no what all the fuss was about!

Paul Beardsley(17/02/2010 21:55:28)
I spent over 3 months attempting to get my MAC code, tempts of reduced costs ensued, better deals and so on. When I managed to switch to Sky I thought it was all behind me, I have two or 3 conflicting emails from AOL, 2 suggest that I have left AOL and there's nothing for me to do, & 1 says I have to call them to say I have switched. They then continued to bill me for a year, how do I get this oney back?

Kelly(12/02/2010 15:07:28)
After reading the comments below, I was dreading trying to get my MAC code from AOL, but I have to say I was completely surprised at how easy it was to obtain it. I went through the the 01179191112 number and it was answered within the first ring (never happens) It was answered by an english gentleman (which is a change from the indian call centre I normally get) he did try to sell me a lower priced package which I declined and told him why I wanted to leave. He was very understanding and couldn't believe how I had been treated as an AOL customer (i'm sure we all get treated like no-bodies) He advised me my MAC code can take upto a 5 days to arrive but I received it within the hour and to a different email address than my AOL Email account. I have to say in the 2 years I have been with AOL that phone call has been the easiest!

George(09/02/2010 18:36:50)
Rang AOHELL, over a week ago, Told them that I required my mac number. The response was can I ask why your deciding to to leave AOHell, I told them over priced, bad connection, speed up and down like a yoyo,some evenings no connections at all, no means of easily contacting them and when I do get through you put me on hold for ages before being able to speak to a Human being, Technicians I can hardly hear and speak pigeon English, that give you crap about the problem is the line and give you the BT Number to ring rather than deal with the issue(They are my service provider not BT) You ring BT they say the fault is with the servers and they belong to AOL and give me the same number to ring that I've already rung !!!! Well anyway they told me eventually that my mac number would be 5 working days away and they would Email it to me. They then told me that as my contract was now up that they could offer me a better deal and started the big sell. I tried to be nice and told them that thanks but no thanks I'm happy with my new provider.....and hung up. 7 days later!!! Just rang AOL again, got stuck on there stacking system again, same shit. name, address postcode, telephone number, last digits of my bankers card, Bank account number ect ect. I asked for my mac number again, ah yeas sir that will be 5 days away. I told them that under no circumstances was I waiting another 5 days for them to not do anything. He responded by giving me my Mac no straight away over the phone..... My advice is there are much easier ISP networks to be a member of should you be choosing a new ISP than AOHell... Don't get me wrong AOL in it's hay day were state of the art and the best network around... But when the prices dropped and Carphone warehouse got involved.the service went south,Connection intermittent,Speed slow (but I was paying for UP TO 8mb ,and all the chat channels got scrapped that were any good. And I had to still pay BT for the line..... So I'm out, I'm leaving AOL now going to sky tv for 1 yr contract Saving £45 per month as part of a big package oh and no BT line charge awesome !!!

Lainee(08/02/2010 20:49:42)
Called AOL at 9 am today to request my mac code. The call lasted about 5 mins (they attempted to try to save me with special offers). The mac code was in my e-mail account by 10 am! I

Liz(01/02/2010 14:13:28)
Spoke to AOL on the 25th of Jan at the Eire number posted below. Connected very quickly to a man named Chian. He was very helpful at first, took my details, and then said the MAC code would be sent out. No problem, or so I thought, until he asked me where I was moving to, and why. He then turned into the most patronising man, and had to be told three times that I wasn't interested in staying with AOL. He abruptly hung up on me, and I guessed that no MAC code would arrive. I was right. Five days later, rang up again, spoke to another gentleman, whose name I didn't get. Told him what had happened, he checked his computer, went quiet, and then told me that he'd contact the MAC department, and get back to me. Five minutes on hold, he came back to me, gave me the MAC code over the phone, and I have just used it on the Post Office website.

Kate(26/01/2010 09:47:17)
Requested MAC code 17 Dec 2009, finally received it 23rd January 2010 after chasing them THREE times. Even more of a nightmare changing to Sky, I wouldn't be leaving AOL if it wasn't for the outrageous prices from BT landline.

Jason(23/01/2010 13:09:27)
I have tried to get my Mac code from aol for the last month, everytime I call them they put me through to another line, or put me on hold for upto 1-1.5hrs. Anyone thinking of moving to AOL, I would advise you not to!!!

Andy(22/01/2010 09:55:17)
Ask aol for a mac code after being a customer with them for about 6 years apparently i signed up for another 18 month contract when they gave me a new modem. I have 16 months left but i'm seriously considering paying the full amount thats left on my contract to get out of having to deal with there stupid bloody indian call centres. My connection used to run at 2mb now i'm lucky if i get 1mb anyone understand why i'm pissed off. After spending hours on the phone and contacting them about 9 times and being given a load of delaying tactics the only time you get a decent response from them is if you say you want to cancel your contract. I might add that i got rid of the aol software years ago as it caused more problems than it was worth, and have had 2 years of a great connection since i did. Then 2 weeks ago my connection went south and what would be the simple act of getting an engineer to physically check the line seems to be beyond them. No all you get from AOL is delay tactic after delay tactic.

Dan(19/01/2010 17:55:55)
Don't you just love call centre's !! Took ages to get through then spoke to a nice man who took all my dtails who then transfered me to an irate irish woman who took all my details again and proceeded to tell me how i wouldn't get a better service from bt and proceeded to talk to me like somthing she'd scraped off her shoe ! So pleased to be leaving AOL!!!!

Adrian(16/01/2010 11:54:06)
I waited 15 minut for connection with right person. Scandal

Frank(10/01/2010 15:56:58)
I called them requesting the code. Waited in several Q's for some time each time. When I eventually got there the operator said that I would have to call back at another time since there was no one there to hande the call at this time.

Stuart Hamilton(07/01/2010 23:53:15)
Been with AOL for 10 years. Phoned them tonight, using 01179191112 directly to the Eire offices. On the phone for approx' 15 minutes, talked to a very nice young woman, who totally understood my reasons for wanting to leave, she did not even try to push any different packages to make me stay. In fact she gave me her e-mail if I wanted to contact her for any other computer -related problems she could help me with. Received MAC code about 2 hours later, which was correct and accepted straight away by O2. All in all, a pleasent experience, one which I was totally not expecting!!!

Dubbaka(02/01/2010 19:05:06)
I was customer of the AOL for the last 8 years.I have contacted them for the MAC code.Within 1 hour they emailed me the code.They asked me why I want to switch.I gave the reason.I did not have any problems with AOL

Mark(30/12/2009 14:10:01)
Phoned the number listed above, went through the automated service procedure then was put on hold, soon after I heard two rings then an Irish male voice spoke out on the other end of the line. Asked for MAC Code - to switch to cheaper (and better service), which service provider - BE, he asked how much I was going to pay - £4.99 (haha... if only it were true) he then offered me a deal for £9.99, I said no thankyou, he then asked if I was really getting a deal for £4.99 - Yes, I said, Just need the MAC Code inorder to switch over. He said ok sir, and he will email it to me within 5 working days. All in all took about 7-8 minutes.

Ian Bremner(16/12/2009 22:03:34)
i called the number listed above at 21.55, waited whilst i was routed through a number of irrelevant questions, some of which were repeated, to be finally told that the department i needed was closed and i would need to call back the following day.

Mikey(21/11/2009 20:43:57)
After weeks of calls to resolve my pathetically slow speed 640k, (line can take 7.7mb) i called and got put through to cancellations(5min wait) requested my mac in order to move over to sky. For the first time they were helpful and polite, said my MAC will be with me in 5 days no matter what and even arranged a call back from a high level tech from ireland to resolve the slow speed which i'll be getting on tuesday but to be honest with you the rude indian call centres, the shabby customer services, useless and impratical advice, and the quality of the broadband I wont be staying with them so hopefully in 5 working days i'll have my MAC code. Im still in contract and will have to pay off around £90 which im willing to do so to get rid of them!

Cimone Fullbrook(19/11/2009 14:35:32)
i asked for a mac code on 3 diffrent occasions and still aol gave us the run around

Chris(14/11/2009 14:55:35)
Phoned AOL as a disgruntled customer wishing to switch to BEvalue. In the end AOL offered me 3 months free (loyalty discount) followed by a fixed price of £6.99 mths for a minimum 15mths. Okay, so I still have to put up with AOL's unpolished customer service but to be honest the connection is the best I'm going to get on a maximum 3Mb phoneline. I will no doubt regret not moving providers if I move house but for the moment I think I just grabbed a bargain.

matthew(10/11/2009 17:31:56)
Phoned member services, got passed to Cancellation department. When they asked me why I was switching I said that Tiscali were giving me a TV package included in the price and they didn't even bother trying to persuade me to stay.

Rachel Taylor(04/11/2009 19:36:04)
Awful service. Called on Monday, call dropped and it wasn't me who dropped it! Then I requested over internet. Emailed on Tuesday giving name, address and bank details for the account they take money from. They responded 24 hours later - asking for those details again - they were at the bottom on the blessed email. Now Thursday - phoned this time. Had nice chap on phone who said mt original request hadn't been processed because the call had been dropped on Monday. The MAC generating team work until 6.30 pm and they can do it in minutes (I'd just missed them). He's requested a new one which should arrive in 48 hours, possibly 24. Not holding my breath!

ronnie(02/11/2009 21:08:59)
Emailed asking for MAC code.got their reply saying 5 working days, waited the 5 days nothing.Emailed asking for MAC code again quoting dates and ofcom rules. had it in 10 minutes

kelly gibson(02/11/2009 15:30:12)
aol more bother than there worth after many calls to i would say all over the world was ask to many questions but did not get any answers from them tried to get mac code was told it would take 2/5 days .8 days later NO mac code we have been with aol for 8 years an thats the thanks you get WE WILL NOT BE RETURNING TO AOL

Stew(01/11/2009 21:16:11)
Called aol for a mac code, put me through to cancelations - win back team. After 3 attempts of offeing me discounts they eventually anounced it could take 5 days maximum for it to be mailed to me. The call took around 5 minutes,all in all a fairly pain free experience. The mac code arrived by email the same day.

Kevin Hale(27/10/2009 19:19:20)
AOL crap put through to department after department country after country then told by an ROI worker that I should be talking to cancelations department and said it was a £70 disconnection fee, which they can off-set against my bill for been on the phone 20 minutes to them

alan(26/10/2009 16:49:50)
just got the third degree after asking AOL for my mac code why who you going to what can we do told them just wont it not going any where yet ask them to send to different email than my screen name they refused so have to phone them in 5 days to get it over the phone so they say <<<<<<<<<<<< let wait and see

JOHN STEPHENSON(23/10/2009 19:21:31)
after lengthy discussion on why i wanted to leave aol they say it will be up to 5 days before i get the mac code

William(19/10/2009 09:39:00)
Ist call to aol 8pm, spoke to lady (Indian?)told me mac office closed, although aol say open 24/7. Rang again during noral UK office hours, spoke to chap (Irish?) gave me all the blarney, also said mac within 5 days, 5 days NO mac, rang again, insisted on number , still delaying tactics, but eventually he sent it to me there and then, SO, it should not and does not take 5 days, Just delaying tactics and racking up phone profits for them. What ever happened to customer service!!!???

John(17/10/2009 19:37:26)
I have requested a mac code from aol 3 times now. The last time i got the usual reply saying i would have it in 5 working days, did not happen. Will request again next week - Is it that difficult? So far it has taken 2 months and i am still no closer

Dave(11/10/2009 21:27:16)
Rang customer service as their instructions and spoke to two people and they both tried to sell me a cheaper package.After refusing i was told my MAC code would be sent by 5 working days via e-mail.Guess what.....nothing,so i e-mailed the guy from customer service and stated i still had not received my MAC code and could he sort it.Guess what.....nothing.In the end i filled out the on line cancellation form and finally received my MAC code 11 days after asking.I recommend using the on line form as you dont need to speak to anyone and get their waffle and sales pitch and all for nothing.They still broke the OFCOM rules.

colin(26/09/2009 13:04:55)
It took 5 minutes to get though the numbered options and when I did get through to a customer advisor he wanted to know why i wanted to leave and tried to persuade me to stay. When I insisted that I wanted a MAC number he said he would put me through to another person who again tried to persuade me to stay,even offering me a lower monthly cost. When I said they could have passed this lower amount before he said they had to wait for someone to ring up because of the data protection act. I again had to insist on getting a MAC number and he said it would take 2-5 days. This is just elaying tactics I feel.

SCHOOL OF COMPUTING AND BUSINESS STUDIES(18/09/2009 16:47:53)
Our time with AL has been a wonderful one because AL links you straight to most business providers which makes it very easy when you want to look for any business link We are leaving AL because our new circumstances demand that our telephone and internet come from the same provider

Geoff(18/09/2009 10:32:49)
I phoned AOL yesterday and the number put me through to an Indian-sounding woman, who asked me various questions before transferring me to an Irish fella. He was most helpful, and even tried to solve a couple of my connectivity problems for me. I had the MAC code in my email within half an hour. I get a feeling that these foreign call centres have a set of replies to set questions and cannot hold a conversation. I look forward to transferring to One Plus and speaking to someone from Yorkshire should I require assistance.

Michael(16/09/2009 23:48:58)
Called today to get my Mac code took me 4 mins on the phone to get the women to do it an most of which as spent doing the usual account checks. The lady made it a quick and painless experience did not question my reason for leaving after i told her since they migrated to the Carephone Warehouse there service had been the worse i had ever recived which she then just requested my Mac code which i got in my email within the hour even when she said it could take 5days. If you want to speak to the Mac code request dept (Save Team) please call 01179191112. The save team is in eire which is great they are usualy more skilled and get things done quicker.

Rodney(10/09/2009 22:59:39)
What email address did you send your mac code request to?

A.N. Pita(03/09/2009 23:10:40)
Emailed asking for MAC code, gave them 14 days to respond. Ofcom mandates 5 days to respond. They failed to do so, so told them they were in breach of contract. DD canceled, then the fun began. Told them I would not pay for an 8M service when they could only deliver 2M (had seen up to 5M at one point). Refused to pay beyond the the end of the month. Filed a complaint with Otelo & Ofcom and got letters from a debt collection agency in return. Was really hoping it was going to go to court... Advice for anyone dealing with Pipex: Request MAC code in writing and send recorded delivery. Send cancellation demand in writing, again, recorded delivery - Give a specific termination date and cancel DD with your bank. Remember, line & package charges are for the following month, so any bill after termination date is for calls ONLY. Stick to your guns when they start telling you "cancellation request failed" or it will cost you another month (or more). Keep copies of ALL letters, RoyalMail tracking numbers, and delivery dates - You'll need them when it comes to nailing arses to the wall. Call them on 0202 7087 2000 (head office) and insist switchboard routes you to complaints dept - Beats talking to muppets in Ireland/Lithuania/India and won't line their pockets from 0871 paybacks.

david macd(26/08/2009 19:40:54)
I phoned AOL on the 26th of august and got through after 10 min on hold then put to a nother dept only to be told that they need to contact bt to get it then send it to me by email within 48 hours we will see

MM(23/08/2009 12:50:44)
I rang fo a MAC code and got an argument. I had been paying £17.99 FOR 6MBS, AOL not responding and constant disconnections. A horrible woman, who kept interupting and talking over me, tried to justify this saying I'd agreed to the upgraded contract a year ago. The contract suggested I'd be upgraded from 2mbs to 12mbs. Already irritated by this woman's rudeness, I became very cross when told I may have to wait upto five days for my code to be emailed. Contrary to the very complex and time consuming procedure to generate a MAC code which she described, the code arrived within a couple of hours. I hope the actual migration proceeds smoothly and aol do not attempt to charge my credit card for another month of their appalling service. The switch over is timed for the day before they normally take payment.

M.McCarthy(21/08/2009 18:03:08)
Yesterday, I rang for a MAC code and had a row with a woman who persistently spoke over me. The two people en route to this monster were polite and pleasant. All I wanted was a code. I did not expect to be forced to justify my reason for leaving AOL - £17.99 for 6mb, an upgrade which had been advertised as up to 12mb a year ago. Considering they currently offer upto 8mb for £4.99 a month, the reason for leaving such a pathetic contract is obvious. This woman kept justifying AOL's shabby business practice! When she told me I could expect the code to arrive by email in up to five days' time, I became cross. The code arrived by email within two hours - completely at odds with the great difficulty of generating codes she described. I hope I have none of the difficulties others descibe below in the actual migration itself and I shall be furious if AOL don't cancel the charge on my credit card. I'm hoping to be rid of AOL by the end of next week.

Maxine(20/08/2009 15:40:00)
All I wanted was a MAC code, instead I spoke with an extremely rude woman who spoke over everything I tried to say. Seems I have to wait 5 days for this code to come by email and reading the comments below, I'm just know there will be hassle. What really angered me was the attitude that £17.99 a month for broadband that constantly disconnected and had a speed of 6kbs was fair. This woman didn't even flinch when she said my speed before the upgrade last year had been 2kbs. I can't wait to be rid of them, their call centre and their expensive, shabby service.

Louise Elliott(15/08/2009 16:56:02)
First time I tried to get onto AOL was terrible, absolutely useless and put me through to a man who tried to sell me a new account. But then tried a second time and got it straight away! Pot luck.

sharon hill(03/08/2009 17:22:29)
i have tried to get mac code from aol and still no joy, i even phoned bt to tell them i would have to cancel my new order with them as i have no mac code so bt going to sort it for me hopefully bt have more success than me .

NC(02/08/2009 18:33:19)
I phoned AOL on the 28th of July and got through to the ROI office. The girl took my details and then said that she'd have to pass me onto the appropriate department. After being put on hold for 5 minutes I got through to a man in India and although he was polite enough he didn't seem satisifed with my reasons for wanting a MAC code (can't play EA PS3 games online after 4:30PM and also get bad slowdown after 6PM). Anyway he mentioned that I had been a customer for a long time (8 years) and offered a reduced rate bu I wasn't interested. He then said that the MAC code would be emailed to me within days.....it wasn't. Today was exactly 5 days from my last call so I rang them again and got through to a woman in the ROI office again. Explained to her what had been going on and said that according to Ofcom they should have sent me it by now so she said she could check to see if it had been sent out then confirmed it hadn't but she could tell me what it was over the phone. So, I've now got it so fingers crossed that it actually works

Jules(30/07/2009 20:16:16)
Called AOL to ask for my MAC code on Sunday- first person I spoke to was somewhat pleasant until I asked for my MAC code and suddenly his attitude changed and demanded to know why I would want to change suppliers before putting me through to another department - but before putting me through he said I would receive a surevey and to say that he had been nice and helpful. Yeah right. Next person I spoke to was condescending and kept asking me why i needed a MAC code so I told him I was switiching to O2 as was already with O2. Suddenly I am offered 3 months free and then £6.99 per month and free calls, where was this offer in the 6 years I've been with AOl. I called AOL on Wednesday and got through to an Irish lady who was much more pleasant than the 2 people I spoke to on Sunday. When I asked her when I would get my MAC code, she gave me the code over the phone. Having O2 installed 06/08/09.

sarah owen(20/07/2009 22:05:42)
It took me over four months to get a mac code from AOL that worked. Everytime I rang their customer services for a new one, I was told that I would have to wait 30 days for the invalid mac code I'd been given to expire. After many costly phone calls, I eventually decided to ask 'ofcoms' advice, who said that I didn't have to wait and that AOL had to give me one immediately. I went back to AOL and repeated what I had been told, but the customer agent was arrogant and still refused, saying she did not believe I had talked to 'Ofcom' and that she didn't believe they had given me that advice. I then gave her the 'Ofcom' case number. She asked me to hold the line and within 30 seconds I had a new mac code and this one worked!.... However after finally transferring to SKY, I found that AOL had still been taking money from an account I no longer use for my broadband totalling £90 When I tried to get my money back I was told that I couldn't get my money back, as just cancelling my broadband with them wasn't enough and that I needed to inform them that the mac code had been used. I went back to 'Ofcom' for advice, who said they were talking nonsense. I rang Aol again, repeating what I had been told and surprise surprise I got my money back with no further argument.

Gail Williams(02/07/2009 23:57:14)
Have requested my MAC code twice from AOL and they promised to email me the code within 5 days. Im still waiting 4 months later. Everytime I ring them they claim to have sent me the code but I check my emails regularly and have not received any email from AOL. I too need help from someone as I desperately want to leave AOL due to poor network and constantly being disconnected after being online for more than 5 minutes.

Gail Williams(02/07/2009 23:51:03)
I have rang twice requesting ny MAC code which was promised to me by email within 5 days but have still not received either of these 2 emails which they then adamantly said that they have sent to me.

B King(01/07/2009 14:39:41)
Hearing some of the horror stories regarding obtaining MAC keys, I phoned AOL I finally spoke to someone who informed me that the key would be with me within 5 days, this call took about 9 minutes, I have been with AOL for ten years, in the early days they were very good, but now far too expensive. The upshot was my MAC key was emailed to me about 30 minutes later

jamie(07/06/2009 15:36:53)
requested my mac code for the fith time still not recieved it i tried to cancel my account verbaly and by letter and they are still takeing money from my account so asked my bank to cancel and it is setup in away you cant cancell you have to ask them and hope they listen yeah right we need to all get together and fight these rip off merchants how can they please themselves and keep takeing our money just because they want to yeah thanks abbey national for protecting my money i think it time for new bank aswell as isp

Geraint Ashcroft(31/05/2009 19:58:30)
I asked AOL for a mac code in September 2008. After a few days I phoned them and was told my account had been terminated and they could not give me one. I contacted one of the broadband bodies of which they were a member, can remember the name, and lo and behold I had a phone call giving me the mac code as I had requested. In December I noticed aol was still debiting my account for £17.99 a month, over 6 months later still no refund. Have been promised one in 30 days, for the 4th time, see if it happens this time.

Ben Harrison(22/05/2009 11:48:32)
Phoned up and got through to a very helpful Indian guy, who reminded me that I'd need to cancel AOL after switching to my new ISP; then put me through to an Irish lass who asked me why I was leaving AOL; told her I didn't intend to disclose that information; she told me she needed the info for her records; I reminded her that she didn't and mentioned general condition 22 of OFCOM regulations (thanks to advice on this site), and she informed me that a MAC code would be sent to my e-mail address within 5 days. So being a bit merciless on the phone and quoting the law seemed to give me no problems at all; I'll post back if/when I receive a valid code.

duc le(02/05/2009 17:38:40)
been with AOL over 2 years, never have problems until contract expires and I am asking for a better deal/new contract. Was initially given £12.99/month contract but I turned down because there were better deals elsewhere. I then phoned them to ask for MAC key and was then offered £9.99/month contract, which I again turned down because it was still not good enough. They they tried to get me buy a phone package with them, but I said I am on BT contract for phone. They then said BT is not allow to contract people for phone, which is a total bollock as there are several plans if you go to BT website (Evening and Weekend Calls etc.). They tried to get me stay for a £6.99/month contract, but I said I'll think about it, just give me the bloody MAC key!!! They said to phone back in 5 working days. They should have given me the best deal they could in the first place before being asked for MAC key, so stupid AOL people!!!

******(01/05/2009 14:51:58)
AOL are useless they told me that it will take five working days too get my MAC code.

TGF(18/04/2009 13:17:52)
After 9 years with AOL I recently found their attitude toward customers as nothing less than rude. I started with what I thought was a simple request to change the date on which they took money out of my bank account because the date I received money into my account had changed and there would be insufficient funds on the normal date and I would incure a £25 bank charge. The basic attitude was that was my problem not their's. I was told that company policy was to fix the date when you sign with them and it could not be changed. They then suggested that I upgrade to another service then they could change the date. I asked for a supervisor and eventually spoke to another lady non-UK again, who told me the same story about the fixed date. When I questioned the fact that I could change if I upgraded, she said that that was not true.. At that point I decided I had enough and said I wanted to cancel. They put me through to a gentleman in Ireland who said that it would take upto 5 business days to receive my MAC code. Then he suggested I remain with AOL and they could reduce my monthly cost by £4 per month.. Told him considering all I wanted to do was change a date, but by the way I was treated I was not interested even for free. He then said that he understood and that this happens a lot but they had no control over customer services and eventhings like changing dates. On the positive side I checked 4 days later and I still had not recevied the MAC code so called again and firstly got an automated message that the code had not been sent. so called again to speak to someone and got a non-UK lady again but she was very helpful and immediatly emailed the MAC code to two email addresses. She was very apologetic for the way I had been treated and for the delay sending me the code. It's a shame I didn't speak to her the first time after 9 years I may not have left..

Leok(15/04/2009 22:56:20)
I phoned AOL to tell them I was considering taking my custom to another service provider - only considering, I made it clear that I really hadn't made up my mind yet - and despite being told it was take 5 days to actually generate the thing, my MAC was waiting in my inbox a mere 2 hours later. Take note: If you cancel your service, they have no real reason to help you (professionalism aside). If you say you are THINKING about cancelling, they will bend over backwards to show just how expedient and helpful they are. And yes, I intended to give them the boot all along!

flo mason(10/04/2009 13:54:11)
As i am an advisor for a broadband company i have experienced many customers having really bad problems getting there mac code. By law when you ask for a mac code the advisor should request this mac code from BT Wholesale and its BT Wholesale that would pass this onto the advisor who requests it and it does depend hgow quickly Wholesale sends it but majority of the time it takes upto 48 hours and then the provider needs to send it by 5 days. Always ask to send it by email text and post. And always ask for there name 1st instant.

sandy(07/04/2009 15:14:37)
i have been trying for 8wks now for a mac code off aol,, we keep getting cut off on the fone, we just cant get hold of this mac code ive already paid sky, and got a new e-mail address but stil no mac code ive e-mailed them a few times but still no joy,,can anyone help, ive had no problems with aol,but i decided to change over as it 30 per month cheaper for me ...

Christopher(05/04/2009 19:47:57)
I phoned for my mac code at around 4pm on the 4/4 and recieved my code around 4:30 the same day. Told them I had no interest in any deal they could offer me and was only on the phone for about 5 minutes. Was expecting it to be a nightmare reading most peoples experiences with aol

James(27/03/2009 10:33:17)
Never had any problems with AOL until I tried to leave, MAC code has been requested twice and never received even after 4 weeks. Perhaps if they had better deals then we'd all stay.

sdavidsonuk(23/03/2009 13:34:41)
Well, they are apparently sending me out a new (better) router and asking BT to regrade my line ... both of which I'd wished they'd done without me asking. I had to ask them several times if they were changing the nature of my contract - they were but I challenged them - do not let them do this or offer you a new price as they are not being transparent with you. Now I'll try the new equipment and new "regrade line" and if it's not any better within the next 15 days, I'm back for my MAC code. Oh, I just picked the technical option for broadband - you get to someone quickly - then asked them to transfer me to cancellations. Tell them you play online games and the speed is crap and they won't argue the toss. Good luck Britain

Lorraine Neale(13/03/2009 20:10:20)
Have been with AOL since 1998. Applied for laptop offer & got turned down bout 18 months / 2 years ago. Have just requested MAC code through BT a week ago & didnt receive it. Checked account status & it said I am on a Broadband / Talk package for £39.99 a month - I pay BT for phone bills! Phoned AOL for MAC code & was told I am on a 2 year contract with 8 months to go & will have to pay £320 if I leave. I never agreed to this & don't see how they are getting away with it!!

Steven(13/03/2009 11:28:52)
Been with AOL for over 10 years, they cut me off as they never advised me that my credit card expired, phoned customer services i updated the card and told would be back up within 5 hours, this ended up take 4 days, as they forgot to change the details i gave, absoultly useless and i wasted huge amounts of my time going around in cirles. request MAC code on 9/3/09 so heres hopeing it comes soon

Ollie Mallard(02/03/2009 15:39:35)
They are useless and rude and they try to sell you stuff. They ask you why you are changing and that broadband is not as good as theirs. They did not send me my MAC code after asking twice.

mike(27/02/2009 18:04:50)
Absolutely bloody impossible. They are utter thieves. After trying to persuade me to stay but failing, they eventually gave me a MAC code. I switched to sky. All was ok until some months later I realised AOL had continued to take fees from my credit card. I rang up to complain & was told getting a MAC code does not end the contract. I therefore cancelled in no uncertain terms there and then and was unsuccessful in being refunded any of these fees. Now, 12 months later after being with sky for around 18 months and not touching anything remotely AOL I receive a debt collectors letter for more AOL fees (they have also managed to sussessfully obtain some from my old credit card without my knowledge!!!!) Now AOL say that cancelling the contract verbally is not sufficient and it has to be done in writing!!!!! Is this legal?

Kevin(24/02/2009 17:34:23)
Aol are total crap I have been with them for 5+ years & not once did they offer a better deal, but splatterd all over the papers the offers they were giving new clients,they as most of the providers do not care about existing account holders,asked for my mac code on 14th Feb got e.mail back sying it will be here within 5 working days & still no code,I am taking action by cutting off my bank supply to them,I bet they contact me quick with a letter to explain they cant get an answer,also I could not understand a word the indian man was saying I even passed him on to a work mate to see if he could work out what he was saying,but to no avail,I was then passed to some cockey lad who tried to SELL a new deal, after 5 mins listening to his spill I told him I still wanted MY MAC CODE cos i didnt like AOL any more.But late in the day 24th feb 2009 & STILL NO MAC CODE a whole 7 days on. I am now loking to complain at a higer level as i under stood they have to give you your mac code as a legal requirement?

Mark(19/02/2009 12:42:37)
Phoned AOL up 10 minutes ago, got through to India, asked for a MAC code, then re-directed to Ireland (Never had a problem with AOL's Irish call center) Where their retention person was polite, gave me some of their best alternatives and had my MAC code e-mailed to me within 2 minutes. Good customer service, Pity the broadband is poor.

Shona(18/02/2009 18:38:24)
HAd 4 MAC codes - all invalid. They are supposed to have escalated the issue 2 weeks ago and they still haven't.I contacted BT and they cant help as it is BT wholesale who will not speak to minnions! I have been told to cancel my account and wait the 14 days for it to clear. All I want is to go elsewhere and I can't. Really poor service - steer clear.

Max(17/02/2009 11:39:05)
Tried for several hours to get in touch with AOL to get MAC code, but couldn't even get through to speak to anyone! Totally frustrated with their service, even tho' I've been on a cheap contract- not worth the hassle, but finding it impossible to migrate!

Kev(06/02/2009 10:25:49)
Well, called Member Services and was told my new ISP has extra charges that they hadnt told me about. They would also increase my costs if I went over the package bundle etc etc..tried to offer me revised costs if I stayed with AOL. Wouldnt say they were unpleasant but did go on a bit about the underhand tactics my new ISP use...Told my MAC will be with me in 5 days. We'll wait and see...

mark burnett(26/01/2009 21:44:58)
i have tried to get a mac code from aol and they wont give me one i have phoned them 11 times sent 15 odd emails and they wont budge aol is so slow broadband cant even watch videos or listen to music as it breaks up even with a new laptop can you help there should be laws iff some one wants to change broadband it should be easy to do not all this carry on thanks mark burntt

Manish(26/01/2009 14:06:43)
I telephoned AOL today and said i wanted my mac as per general condition 22 of OFCOM regulations. They did try the hard sell but you need to stay firm. Also I asked for whatever they said in writing - they sent this to my email straightaway. I got an email from the person i spoke to who confirmed that they were requesting my mac from BT. To my surprise I received my mac in two hours via email.. I think you may have more success if you mention "general condition 22" and the request that you want any promises they make in writing. It worked for me and i'm now with BT!!

DJH(26/01/2009 02:02:57)
Have been with AOL since 1998. During the past year the broadband speeds have dramatically fallen, sometimes to the dial up equivalent. The help service is non existant, have tried phoning and emails, just ended up feeling frustrated with their whole system. Requested MAC code so I can leave, their email replied advising that as I was in contract they would not give me the code until outstanding bills have been paid, at this point I had not asked to leave as such. In addition they required my new ISP company and reason for leaving. I emailed ot tell them they were obliged by law to provide a MAC code without conditions, their reply to this was to give me the help page web link possibly because the recipient didn't understand what I was saying, who knows. After not having recieved code within 5 days phoned Offcom and hey presto AOL emailed me to advise I was in the loop and MAC was being generated. There are so many similar stories on the net it is clear that the company is either being run by incompetant people or the directors are laughing as we are giving them money for nothing; both I would suspect.

Nick(25/01/2009 11:09:39)
Phoned Aol on the number provided put through to member services. Gave them home number and security info. I was very firm about wanting my MAC code and informed AOL of their duty under UK law. Thanks for that tip as the operator became much less confident when it appeared that I knew my rights. I was pased on to the cancellation department and again firmly requested my MAC code and refused to engage in conversation over reasons for moving provider. Made a laboured point of getting everyones name. AOl have promised to send the MAC code as an e-mail and as a text to my mobile. Lets see if this works!

Sue(23/01/2009 09:58:56)
I requested my mac code on the 16th January. Today is the 23rd January and nothing has been received. I have contacted AOL member services and they advise me that there has been a problem and it will take another 5 days. In the meantime, I have complained and spoken to another advisor. After several minutes they returned with a mac code. However, the number they have given me is incorrect, even though I read it back to them twice! What do I do now?

jo lloyd(22/01/2009 18:42:09)
i have had a nightmare of a time getting my mac code from aol,ive had nothing but trouble with the broadband,it keeps cutting out,they never fix the problem,ive had enough as far as im concerned they broke any contact we had by not providing the broadband i was paying £29.99 a month for,i have phoned and wrote and emailed over and and over to get my mac code,they still have not sent it,i will never go with aol again

mike(19/01/2009 13:46:07)
can u not get your mac code from your router or is that something different i think it says mac address is that right or wrong??

Pete(19/01/2009 13:33:38)
Rang AOL for cancellation, having been transfered to an English speaking operator she kindly said that my MAC code would be sent via e-mail within 5 working days.. very helpfull conversation and I only had to refuse one offer for a better deal.The hole conversation lasted less time then it took for my kettle to boil.

Pete(19/01/2009 13:33:24)
Rang AOL for cancellation, having been transfered to an English speaking operator she kindly said that my MAC code would be sent via e-mail within 5 working days.. very helpfull conversation and I only had to refuse one offer for a better deal.The hole conversation lasted less time then it took for my kettle to boil.

Lee(13/01/2009 19:53:28)
Got mac code within minutes after being very firm with them - and continious offers, lies, more lies, offers and lies for 30 mins to keep me on hook - they would swear black is white(and aol is best!!lol) . Just have to see now whether the code works... Am getting atleast 2 phone calls a day which girlfriend answers and say im not in as obviously they want to lie and try to rip me off. Also would like to point out as have read some comments on topic - was going to cancel and reactiveate last year to get free laptop before they started blocking p2p etc, this is, and was told id renewed my contract weeks before this for 18 months (lie) even though I'd been with them 4 years and had never renewed... let it go in end for easy life. wish I hadnt now... Have never dealt with law breaking con-artists like it in my life, seriously. Suppose with their business centres in india who have they to answer to??... Fingers crossed sky can transfer the bb with no ISSUEs and I will be rid of AOHell for life!!! Good to see you guys trying to do same, GOOD LUCK!!!

anna(11/01/2009 10:42:51)
I rang for a MAC code on the 4th Jan. A week later, 11th jan, I still had not received it. I rang up customer services (not that I could find the number for cancellations in the numerous options) and they informed me that my MAC code had not even been requested by the call advisor last week, even though I happen to have an automated email saying that it had (delay tactics I suspect). They told me that there was nothing they could do and I would have to wait a further 5 days. At this point I was fuming. I asked to speak to the supervisor, only to find that this man was even more useless, incredibly arrogant and totally uninterested in helping me. After getting off the phone, I found this site and thanks to a few suggestions on here I looked up OffCom General Condition 22. I used this to ring back. After speaking to a few different people and hearing a bit more bullsh*t they gave me my MAC code straight away.

rita(29/12/2008 13:33:27)
as usual put the provider of my new broadband provider down and advised that my mac code will be sent via email in five working days ...lets see what happens?????????

Mark(27/12/2008 16:04:04)
Called AOL today and got through to a general support representative after a short wait, explained the nature of the call and was transferred to "cancellations" and greeted by a very rude rep. He explained I had been with AOL for almost 5 years and had many alternatives to offer me. At one point offered to upgrade my broadband package and would send a free wireless router (that I already have) to my home address. I had to repeat "no" eight times and reminded the representative that at no point in the call did I agree to an upgrade. The rep did eventually confirm the MAC address would be emailed within 5 working days to my screename and would expire after 30 days if not used. Overall the call to AOL was pretty much a horrible experience. I sure hope BE broadband is worth all the trouble!

Charlotte(26/12/2008 22:50:37)
was absolutly terrible - took 3 months of asking for them to finaly send it to an account that COULD NOT be accessed because of family split up. GET OfF AOL WHILE YOU CAN.

neil(23/12/2008 15:58:49)
I cancelled my account with aol without getting an MAC. after realising i needed an MAC for the new provider tried to get it from aol with absolutely no joy. i was told because i had cancelled the account an MAC could not be generated, numerous contacts with them have resulted to nothing. i now have to wait for the line to be cleared before i can be connected to a new server, some 10 days im told. My advise to anyone "Stay well clear of AOL" ( An incentive to stay with aol was a price reduction which was accepted untill written confirmation arrived at an inflated price )again Beware.

Richard(22/12/2008 14:15:29)
AOL have refused me a MAC for well over two months. I have no idea what to do.

lorraine fox(21/12/2008 13:08:18)
aol is with out dout a load of rubbish first they sold us there top packege which we had nowhere near there speeds then they did not tells there money did not go out of my bank askd for for my mac code wont give me it brought a new laptop with vista there broadband modem wont work they said its are fault it wont work with and told us to buy a new one what the hell im leaveing as soon as i can runn by idiots

mark(19/12/2008 12:14:44)
rang up 5 weeksago and cancelled contract i asked for mac he said i wouldnt need as there was no broadband on my phone or some crap,wasnt too fussy as i wasnt wanting any other broadband on.now i see i have been charged again this month.i emailed them to cancel again and they say email us back on on 1st jan as your bill comes of on 3rd jan so that you get full use of your account.i email back CANCEL now.i havnt used this acocunt for months

wendy speariett(18/12/2008 15:29:12)
I received acknowledgement of my cancellation on 24 Nov. Still no Mac code. I have wasted yet another day trying to phone them-put on hold and going round the links on their website. Finally got an email through but have to wait upto 24 hrs for reply! I am paying 26.00 a month for this customer services farce.

lucinda(15/12/2008 15:01:34)
extremely poor customer service from aol. i would not reccommend aol to anyone.

Anna(10/12/2008 17:13:23)
Nearly lost all my business due to AOL. I called them so many times I no the number off by heart, they were totally unhelpful (once I got though to million an one options and was on hold forever) I asked for my MAC code and was told I would have to pay for 4 months broadband as I was still in contract! I paid it but explained that if they gave me the service in the fist place I wouldnt be going, they then had the cheek to offer me a BETTER DEAL. At which point I hung up. I gave the MAC code to BT business and can not believe the difference fast, reliable and worth every penny

maggie(10/12/2008 13:37:25)
asked to switch providers in july as AOL could not change my billing date as requested. was told my contract with them was until september so would need to pay the difference. phoned again today (december) and told I have a contract until feb 2009. They have told me 5 days for mac code as have to get it from BT however BT who I am looking to transfer to are denying this.

Sheila(10/12/2008 11:29:11)
Absolutely dreadful. REceived MAC code contacted BT - told not valid. Phone AOL given slightly altered MAC code - phone BT - told not valid. Phoned AOL 10 times passed from one technician to another - then eventually cut off. In contact with AOL via email - and queried the 5 day "law". Told "There is a loophole in this law however when there is an issue generating the migration code". Hav a large telephone bill from BT ref constant AOL phone calls - missed one BT special offer - deadline coming up for another BT offer. AOL payment due 18th December. Paying £24.99 amonth to AOL in excess of of what friends pay.

selina(02/12/2008 12:47:13)
well i just had a new landline number and account with bt, i cantput a new internet supplier because i need to get a mac code. i relly need one. plz help me lol

miss b robinson(28/11/2008 10:49:16)
aol have refused to give me mac code for 3 weeks now

Donna(21/11/2008 18:38:26)
I have, like many others, been promised a MAC code within five days, on 14 emails. Dating back over four months ago. Still nothing, I ended up cancelling the direct debit as I was sick of paying them for a servcie I didnt use and they wouldnt cancel despite requesting this over and over !

Rosemary(19/11/2008 14:35:17)
Requested MAC code from AOL through their service in India. They have said it will be e-mailed within 5 days. Their representative tried his hardest to get me to stay with AOL I explained that I want to move to a new provider. Will have to wait and see if AOL provide the MAC code within the timescale given.

JD(18/11/2008 17:32:53)
i rang aol and asked for mac code after answering security question! i recieved mac code next morning.. but i have now decided to stay with aol and get the new offer with them... never had problems with aol at all to be honest over 5 years..

Derek(16/11/2008 22:32:27)
Had my speeds cut by 90% for 8 weeks, AOL refused to listen to me and were trying to blame my settings, which have worked fine for over a year. I explained all this to the the guy when cancelling, he was very polite and apologetic and I got my MAC straight away down the telephone, I hope I noted it down correctly as he never said I'd be sent an email as well

Mrs G Shaw(16/11/2008 12:02:51)
I used the online system for getting the MAC code. Tat generates an email telling you to email another address with all the information, including your shoe size. Emailing that address generates and email telling you to go back to the online system and submit the request from there... a neat triangle with each stage designed to disuade you from continuing (comments like "termination of broadband service is always immeadiate"). An utter waste of time, that system! Soo, I have now tried ringing the phone number given on this site, and I was lucky, I got the Irish call centre, whom I have always found very good. I can expect my MAC code within 5 days, I am told.... well, after reading this site I will not hold my breath.

Dave (Wiltshire)(13/11/2008 11:00:19)
We have been with AOL for 7 years. Moved house (August 08). However, the first nail in AOL's coffin was the fact they lost our "moving house" details - twice! (But still tried to say it was our fault). Which meant we had no internet for just over a month, despite submitting all the paperwork. The 2nd nail in their coffin was the reduction in Broadband speed (we only moved 1 mile from our last address)! So we are paying for a service that AOL cannot provide! Go figure. We are moving our broadband to Sky. Apart from not understanding a word the AOL helpdesk staff were saying, we had no real problem obtaining our MAC (emailed to us within 24 hours). Because of our contract though (6 months left to run), we still have to pay £60 to AOL. Even though, they can't provide the promised speed. Will I use AOL again? NO.

antonyrudd(08/11/2008 09:00:09)
tried twice to get a mac code out of aol ,two months now and still cant switch.and stuck for ages talking to a call centre 1st india ,then ireland

Cliff(07/11/2008 20:58:26)
I was told it would take up to five days to get my mac code I phoned AoL at 2pm received email back at 7pm

Tony(06/11/2008 20:48:09)
I've been given four MAC codes so far - all invalid! At the last attempt the AOL rep said they thought the code was invalid - but I could try it anyway! Still determined to leave AOL as the service is so poor.

Amy Bisson(06/11/2008 10:23:29)
Oh the crapness!!!!! They are Rude Rude people who need lessons in customer service. I asked to speak to a manager twice and told that i could but i'd be waiting for a long time. Complained to Offcom who were very understanding and stated that they would sort out my Mac Code if i had'nt recieved it in five days. One can only hope!!!!!

Andrew(04/11/2008 17:59:40)
AOL dropped a "free 24mbps upgrade for loyal customers" letter through my door 2 weeks ago. rang them on the number listed and was tricked into signing up to AOL TALK is return for the "FREE" upgrade service. rang up and cancelled AOL TALK the day after. since then i have recieved multiple letter and emails comfirming my AOL talk(which i cancelled well within the cooling off period).. rang them again to ask why i was paying 29.99, when all other AOL BB services are up to 19.99... nice guy on the phone dropped my payment down to 9.99... but now i find that i'm back on the order list for AOL TALK, and my speed has been downgraded back to 8mbps... just about to ask for my MAC code after being with AOL for almost 10 years....

Dave(30/10/2008 08:53:54)
Over the last few months my AOL broadband has been getting slower and slower, I have recently had sky installed so decide to swap to sky broadband too, after phoning AOL to get my MAC code I spoke to an adviser who said rather than cancel he could upgrade my broadband to 16Mb for no extra cost. It has been 3 weeks (And lots of phone calls) now and AOL is getting even slower 1Mb last night, I phoned the service team and a very rude guy who wouldn't help me and told me I was already on a good service. I have now requested my MAC code and will be moving to sky very soon. ****DO NOT USE AOL!!!****

angel(26/10/2008 19:45:25)
rang aol to get a MAC code, they offered a new deal of £12.99, still too expensive so offered 6.99 apparently for service of 8MB and 40GB monthly used - but it is so slow (about 400kb if I'm lucky - dial up was quicker) before I had the new offer I got a good 4-6MB download speed most of the time - I am told it will improve once the line has settled, the mention of MAC just seems to create a new excuse and I expect better from a company who've served me well for the last 4 years. 2 days to find the promised speed or I will attempt to get a MAC code once again and not rest until I have it.

Paul Whittaker(22/10/2008 06:00:47)
AOL closed my account 12 days ago for no reason. Customer services admitted it was an error. No one has been able to reinstate the account and we have been passed between aol and bt ever since. My partner has been on the phone from 9am until midnight most days trying to sort it out. As i have had enough, i requested my mac code only to be told they cannot supply this as they are not my isp due to cancelling my account. I am at a loss and very frustrated. Below is a log i started that i intend to use to take matters further. I am appalled to say the least at the service I have, or rather have not received from AOL. I ran into problems with BT, as I have for the past few years. BT stopped my incoming and outgoing calls. A week after my AOL broadband stopped working. After sorting my problem with BT and being reconnected, my problems then started with AOL. From the 11/10/2008, my partner was making a ridiculous amount of calls to AOL and BT. We simply wanted our broadband back up and running. As I am on AOL talk, if you would care to look at the call log you will see just how many calls my partner made from morning until midnight. AOL informed us it was down to BT why we had no broadband. BT informed us it was AOL and so we went round in circles. Finally on the 15/10/2008 we find out that AOL had disconnected our broadband and placed a tag on the line. This was done purely because BT informed AOL that they had cut my line over a week ago. I have been a loyal customer to AOL for many years. Not just this account but accounts I have had in the past. I had not defaulted on any payments so why did AOL see fit to disconnect me? No contact was made from AOL prior to disconnection. AOL should have had the common decency to contact me to enquire what was going on. On the numerous occasions my partner phoned AOL, I have to say the customer service was extremely poor. On one occasion, my partner informed AOL that we would go with another ISP if AOL could do nothing to reconnect us. The unhelpful, arrogant customer service person informed my partner that we had a contract with AOL and later hung up on my partner. The contract works both ways and if AOL is unable to supply the broadband then the contract means nothing. BT informed my partner that to have the tag removed; AOL had to contact BT wholesale. AOL point blank refused to do this stating it was not down to them. On the 15/10/2008, my partner was put through the AOL level 2 department who admitted it WAS AOLs responsibility to contact BT wholesale to have the tag removed. In short, AOL messed us around for 5 days and then finally did what they should have done in the first place. On the 16/10/2008 my partner was informed that my account now requires reinstating to enable broadband. My partner was told this can take from 5 to 14 days. That will be 3 weeks with no broadband, 3 weeks of not accessing my work on line. My partner informed AOL of the importance of me being on line due to working for insurance companies on the first day we were down. With all the messing around, it just goes to show that loyalty means nothing to AOL. On the 17/10/08, again my partner was given the run around with AOL. One minute the line is active then we are told it isnt. Do AOL staff really know what they are doing? Why are we told that its in the process of being sorted, yet we can phone an hour later and there is nothing down on your computers? Just to add insult to injury, AOL took £28 from my account for broadband and talk. On the 18/10/2008, I now find out that AOL disconnected my broadband and cancelled my service for no apparent reason. I was informed I could not have a MAC code as my broadband has already been cancelled. AOL customer service (Dilip Singh) admitted that it was a fault on AOLs behalf. In short, for 5 days AOL passed us to and from knowing full well that they had cancelled my account. Why? On the 19/10/2008 a temporary dial up connection was set up through AOL to enable me to access the internet. Whilst i am thankful for getting on line, this service is extremely slow and it is not what i am paying for. It is just not good enough that it has taken 9 days to get to this stage. I was informed that i will be back on broadband within 48 hours. Through all the years i have been with AOL, i have never had anything bad to say until now. On the 21/10/2008 my partner was told that there is nothing on computer showing our account had began the process to reinstate. If my email sounds harsh I think I have every right to be extremely annoyed the way we have been dealt with. AOL has caused a great deal of stress to both my partner, who has spent days on end, from morning until night on the phone whilst trying to look after our daughter, being passed from pillar to post, and to me, with no possible internet access for work. My questions to AOL are simply 1) Why did AOL not contact me rather than just disconnect me? (Knowing BTs reputation for getting things wrong, didnt AOL consider it might be a BT error?) 2) Why did no one in AOL have the knowledge to be able to give us the correct information as to why our broadband was down? And how to get us back on line? 3) Why have AOL given us the run around ever since the 11/10/2008 and then finally admitting that they indeed tagged the line? 4) What does customer loyalty mean to AOL? I certainly do not see any loyalty from AOL. 5) When I requested the MAC code, why was I informed that I have a contract with AOL? The contract was ended when AOL disconnected me for no fault of my own. AOL is quick enough to point out the contract but it is AOL who are at fault, not me.

barry p(21/10/2008 17:11:10)
i have requested my mac code from aol and i have heard nothing back from them for months, they have caused so many problems for me over the past couple of months ! ! ! ! how do you get the mac code from them it seems impossible ! ! please help .....

Gordon Leung(16/10/2008 06:30:07)
i moved to a new address few months ago, back then they couldnt offer me the package that i was on and instead they offered another package promosing that i'm free from contract since m ylast contract was dued for about a year. I have requested a MAC code lately and they started saying that I'm still in this 18months contract denying anything they previously said, but after 15mins of 'checking and consulting the supervisor' they once again said i'm free from contract. Now I have handed the MAC to another ISP and called up to confirm the termination and guess what they told me - i'm still in a contract! No notes have been put on my account even though i've specifically requested when I asked for my MAC, they kept telling me that i'll need to pay for the remaining months obviously not interested to what happened at the time i moved. I've been with AOL since 2000, it was ok all these years, the speed was good but since i'm on this new package i'm only getting a 2mb line even though they told me my line is good enough to have 6.5mb, i'm very disappointed, all i can say AOL has gone downhill and they dont deserve new customers as much as customerss loyalty.

Simon(14/10/2008 10:52:33)
Trying to swap from Aol to BT. as I want to put all bills into one. ie phone bb etc. Spent most of my friday going back and forth between BT and Aol.I have been with AOL for nearly 8 Years am a premium customers but get the worst service. Sudenly when I want to leave AOL they are offering me everything and the sun to keep me. Better service, better and faster connections. Lower prices forever. Finally got a MAC code.which turned out to be invalid. Now stuck in limbo as BT cant do anything with it and Aol are saying it is valid. My speed has now gone from a shocking 2.2 for which I was paying the top price for which was disgusting , Down to 1.1 , I lose connection every hour. But there is nothing I can do. Think Ofcom here i come.Along with a few angry phone calls to a manager or two.

kamaz(11/10/2008 01:50:25)
after a lot of time & money wasted finally i get my mac code,aol charged £60 from me for nothing but i was cancelled my direct debit before :DDD so they can suck my .... now,so i go to o2 web site to put my mac code and gess whats happened?:D unbelievable!!!! that page wont open :D i thougth some thing wrong and after 6 hours waiting i decided go to my modem router settings, and what i find there?other pc connected to my modem (i think its aol hacker)and block me ,that i cant put my mac code,so i pull out my internet cable out of modem and change everything(passwords, settings, wirelles)and than,that second i was able to put my mac code in 02 website.

Simon(10/10/2008 18:12:51)
Recieved a MAC code by email one hour after calling

ros(08/10/2008 14:54:32)
OMG! i had ordered the free laptop deal from aol with the carphone warehouse, never recieved a laptop or router. turned out when i called that the address they had was for a woman with the same name as me who lives in Devon, im 0141 and live in Glasgow!! evertime I phoned them they told me they could not verify my info as I was giving them the wrong address, how could I be giving them the wrong address, my number is 0141 a Glasgow area code!!! Obvioulsy the 5 people i spoke to didnt know this as they were all from india! Anyway a woman from devon with the same name as me phoned my number and told me she had recieved letters form aol and the carphone warehouse with her address and my phone number! She had been to the police cause she thought it was identity fraud. Again i phoned AOL and they just werent getting what i was saying, they kept saying the address i was giving them was wrong and they couldnt take my call any further. this has honestly been the most frustrating thing I have delt with. I have never had a computer yet im stuck with AOL broadband! last week i bought a laptop and tried to sign up with bt, only to be told aol had a hold on my line. I phoned 3 times before slamming down the phone in tears because of the attitude and the total ignorance of the staff at aol. Today i have phoned them again and demanded to speak to a supervisor after agin being told i could not have my MAC code. she eventually gave in and says she will email it to my AOL account aaarrgggg! I dont have 1!!!! anyway shes going to send it to my hotmail address within 5 working days...... im at my witts end1 sorry for ranting

rachel birrell(08/10/2008 12:01:24)
called aol got straight through to right department. I was offered aol at a reduced price from £14.99 to £9.99. After saying i still wanted to change it was then dropped to £6.99 per month with a faster speed and free landline calls. i rejected that offer and persued for the mac code. was told it takes 3-5 working days to recieve email containing it.

Jane Edmiston(06/10/2008 13:44:32)
I called AOL on Monday 22nd sept for MAC code, was told they would e-mail me it in 5 working days. Called again wed 1st oct, was put on hold for 30mins and I gave up. I have called again today (6th Oct) and put on hold for 20 mins. I had to hang up because I am at work

STUART BRADSHAW(01/10/2008 12:10:46)
ASKED FOR MAC CODE FROM AOL WICH ARRIVED BY EMAIL NEXT DAY. TRIED TO USE IT WITH ORANGE- NOT RECOGNISED. PHONED AOL DIDN'T WANT TO HELP-TOLD ME TO PHONE BT. DID THIS, THEY TOLD ME ORANGE NEED TO PHONE BT TO FIND OUT WHY CODE NOT WORKING. PHONED ORANGE TO TELL THEM, THEY SAID COULDN'T PHONE BT. PHONED AOL HAD ROW WITH GIRL ON PHONE OFFERED NO HELP WHATSOEVER NOW LEFT IN LIMBO UNTILL END OF OCTOBER. ANYONE ABLE TO ASSIST PLEASE.

Lara(17/09/2008 15:46:00)
I've now just received an e-mail from AOl, but the e-mail looks like one you'd receive when you first requested the MAC code. It tells you about what it involves, and that you should get the MAC code in 5 working days. I hope they're not counting the 5 days from today (17th Sep), when I requested it last week (11th Sep). I only phoned today to check progress on the request. Very strange!

Lara(17/09/2008 14:13:36)
I requested the MAC code on Thursday. It is not 5 working days yet, but I thought I'd check on progress, given the comments. I spoke to someone called Christine, and I was told it should be 5 working days, but could be longer, and that it's the BT Migration Office who cause the delay, not AOL!! She wasn't very convincing though. If I don't get it by Monday, I think I'll just cancel (I'm out of contract).

Paul Foulger(06/09/2008 21:35:36)
I asked AOL for a Mack code on 2nd September and was told that I woiuld get the code withing 5 working days. On 4th September I received a Mac code from aol, I passed this onto BT and was told that the code was invalid, I went back to AOL when a very rude woman checked the code and told me that it was correct, so went back to BT again, only to find that a digit was missing from the code, I spoke with AOL on Friday 5th and was holding on for almost one hour, eventually speaking with a 'manager', who told me that to get the code would take a further 48 hours, The lady I spoke to before she found a manager for me was obviously very embarrassed by the whole situation. I am still waiting hopefully I will hear something tomorrow though I am not holding my breath. I have had enormous connection problems with aol and am glad that I have seen sense after having been with them for 12 plus years, their service has got worse and worse. I really don't see why they are the only ones that can provide a mac code, surely there must be some way of finding out without having to go through all the trauma and stress

George(04/09/2008 23:36:43)
I requested a MAC code on the morning of friday 29th august and they promised it within 5 days. It's now been 7 days and still no code. I'm going to ring them tomorrow - i need the code quickly before AOL send me their next bill. I don't want to be stuck with them for another month...

speno(03/09/2008 19:29:52)
Why does it take so long for them to hand over the mac code. 2 weeks and counting. Bloody aol should be fined.

wanda(31/08/2008 22:18:31)
hi ben with aol 2-3 years on a month by month contract, so not locked into any long contracts, my rant is that about 12-18 months ago i was promissed a free ugrade still not happened paying 24.99 a month for aol gold 2mb getting aol silver speeds 1,1mb looks like i am being realy ripped of by aol, aol dosent care about its long standind customers all its intrested in is getting you locked into a long contract. they shouldnt promise somthing they carnt deliver. well thats my rave over with going to ring and ask for my mac code wish me luck

Louise(28/08/2008 20:16:16)
Just got off the phone from AOL after requesting Mac code. Well, its a bit much when it takes a call to cancel the service to get offered the best deals. My account was looked at and it was confirmed that I was only getting 2mb for the cost of £17.99 per month and I was offered 8mb, free wireless router, unlimited broadband, free weekend and evening calls all for £6.99 for the rest of my days if I stayed with AOL. I tried explaining to the guy (whose name was Himanshu)that they should be offering these deals to existing customers to thank them for their loyalty, but I think that just went over his head. I have been told that I will get my mac code emailed to me within 5 days. I told him that I had read lots of bad reviews about AOL not giving mac codes etc, but he assured me he would not only email me but send it by text to my mobile. I will wait and see. By the way, I have just got a great deal with O2. Free 8mb broadband for 12 months, and £7.50 thereafter. Can't be bad.

Kim Lawlor(25/08/2008 09:49:20)
crap service when asked for the mac code was told had to wait 5 days. We are in the 21 century technology is pretty much instead information. So why cant AOL NOT PROVIDE the Mac Code at a press of a button. I am considering going with BT and have been given the run around. AOL and all other provide need to think and improve services when customers request Mac Codes.

Steve(23/08/2008 09:22:23)
AOL are a dreadful company, I asked for a MAC code a week ago and they said it would take 5 days. After five days nothing had come so I phoned again and they said it would come within 24 hours. Unsurprisingly this was untrue too, they have now promised it will be available this morning but we will see if this is yet another lie. Ofcom need to take some action against AOL as they are treating their customers like rubbish.

lyndsey(21/08/2008 13:53:38)
I rang aol over a week ago and waited 5 days for a MAC key....surprise surprise i haven't yet recieved it. I will ring aol again now, Ive read that some recieved their MAC code over the phone how did you manage this?

mark(15/08/2008 20:09:06)
AOL wont give me my MAC code, they say cuz i owe some money they carnt give it me

Anthony(09/08/2008 20:53:53)
After a lengthy wait i went through to a bloody indian customer service department, who do not understand a word of english.....how annoying. I will get my mac code within 5 days by text message, even though I am changing my supplier within the next three days. In my opinion AOL is a nightmare and I will be glad to get rid of them once and for all.

Felix(06/08/2008 20:29:59)
BLASTED BY DEAFING MUSIC. While waiting for a reply. Call answered by an Indian gentleman who found it difficult to understand my Highland Accent. I will wait in hope of getting my mac code. But he didn't fill me with confidence.

Derek(06/08/2008 10:08:12)
Phoned aol last saturday, requested mac code as can get cheaper service with O2, was offered £12.99 deal instead of the £14.99 I'm currently paying, still to dear. Now been waiting 5 days for mac code, time and patience now starting to run out..

David Taylor(05/08/2008 17:31:23)
Phoned to cancel AOL after appalling service, system constantly going down until eventually inaccessible. Not compatible with wireless laptops, technical support virtually non existent. Tried to offer me faster download time, sales talk - eventually set about cancelling but constant attempts to persuade me to stay. Mac code promised within 5 days - phoned them after 1 week and insisted they give it over the phone - again the same old sales talk but i reiterated what a poor service they provide and eventually was given the code. I read the tips and had the "OffCom General Condition 22" line ready but didn't need to use it. You need to be very firm and focused maybe I was just lucky with the person who picked up the phone - which is the only bit of luck I've had with AOL!

John(04/08/2008 13:43:34)
I like many other have had appling treatment from AOL. There staff in India may speak English but they don't understand English. It makes it very difficult when you cannot understand what the heck they are saying. I made a recording of how rude their staff are in India. TIPS Dont ask to speak to a supervisor as you just get handed to someone else who is not a supervisor. Write to the complains department in Ireland by recorded deleivery. Keep copies of you letters. You have rights within the law! It only costs £60 to issue you Court Proceeding against AOL. THEY DONT FIGHT BACK and they don't want to go to Court.

jon schops(01/08/2008 18:36:09)
rude arrogant people who are not very helpful when u ask for your mac code

Robin Favell(17/07/2008 20:09:14)
I spoke to AOL who promised to send the MAC within 5 days and to charge me an eneormous cancellation fee (I have a couple of weeks ago agreed to a 'free phone' facility on AOL, but then it became impossible to access my on-line Nationwide bank, through AOL, IE7 or Firefox. This is a fault which AOL recognise and have been been working on for a couple of weeks, without any sign of success). So it would appear that I am stuffed by AOL's incompetence, and I will have to pay dearly for it. What other option do I have?

John(11/07/2008 19:09:52)
Have had the same experience dealing with AOL to get a code. One guy said it could be given right away (was British) but the overseas agents all said 5 days. When I finally decided to leave them for good, and requested the code, 5 days have come and gone and still no code. I am now happy with my decision to leave given the shoddy customer service from AOL!

Mark(10/07/2008 21:33:01)
I have just tried to get MAC code from AOL, asking for full name of operator and advising him that I was recording the phone call seemed to focus his mind a little! Quoting OFCOM's condition 22 (thanks Peter) moved the issue time from 30 days to 5! and finished by telling him I would make a complaint against him I did not receive it in 5 days. Wish me luck.

KERRY ROCHE(10/07/2008 18:33:30)
I went on to their live email and after being transfered and a long conversation they promissed my MAC code within five days by email. Suffice to say it did not arrive. I emailed again and I am still waiting for a reply. They do not want to loose the business, but they have become to expensive and their service is appaling.

gerard stadalius(07/07/2008 11:00:11)
the same trouble as everyone else,i would not recommend aol to anyone,have tried numerous times(58) phone calls to aol told the same thing about mac code it took me 23 days to get a mac off them was issued 8 times and everytime was told it was invalid by bt.eventually i went to ofcom who couldnt have been more helpful within the 5 day period my line was cleared and my broadband was ordered from bt so hopefully now everything is sorted.once again i wouldnt recommend aol to anyone the service and customer support is rubbish and constantly getting through to india and abroad doesnt help either

Jo(06/07/2008 14:59:34)
REQUESTED MAC CODE LAST SUNDAY, AFTER A LENGTHY CONVERSATION ASSURED MAC CODE WOULD BE EMAILED TO BOTH OUR SCREENNAMES. NOT RECEIVED. PHONED THIS SUNDAY, 35 MINUTES, NO MAC CODE, ASSURED IT WILL BE TEXT THROUGH TOMORROW - WASN'T GENERATED IN THE FIRST PLACE. HELPFUL AND PLEASANT LADY, SHE WAS FRUSTRATED TOO AS IT WAS DOWN TO THE MAC DEPT BEING UNHELPFUL. TOLD ME SKY HAS LOTS OF HIDDEN COSTS, BUT SAID AOL HAVE DONE ANYTHING TO MAKE WE WANT TO STAY WITH THEM. FINGERS CROSSED MAC CODE IS RECEIVED OR ELSE. MENTIONED OFCOM GENERAL CONDITION, SEEMED TO GO OVER HER HEAD.

D J(03/07/2008 15:31:35)
I am on my fourth MAC Code from AOL and according to my new provider they have all been invalid

amr(28/06/2008 18:32:54)
I requested my mac code 24 hours ago, said 5 workings days to get. So about the same speed as there broadband package.

Penny(25/06/2008 14:01:16)
I was told that I could have my MAC code within 5 days we are now 12 days (10 working days) and still no code. On the 5th working day I received an email saying there has been a delay but as yet nothing! I understood by Law that they had to provide you with this.

catherine heslop(18/06/2008 20:03:54)
RUBBISH RUBBISH RUBBISH ( would use stronger words but im a lady, most of the time) We phoned a while ago about 4 weeks and asked for our mac code to which they said it would take about five days and we would receive it by email. Within 24 hours we had received an email telling us that they was not able to give us our code at this moment time but we should receive it within a couple of weeks, Today 18 june i phoned again this time i was told that there was still a problem in getting the code and could i please phone back tomorrow evening. I would not mind but that means another phone call which is not cheep when your on hold for what seems forever, and also we have tried to get to internet/phone/telephone into one place we are paying for this service and have not been able to get it all together because aol have not given it to us. Not happy but we will see what happens tomorrow.

Catherine Gormley(17/06/2008 19:04:11)
Nightmare. They claim no knowledge of the first request. They sent the Mac code finally to the wrong address .... I am changing from AOL becasue their upgrade does not work on my computer... no easy access to AOL ... I asked for it to e sent to my work address. AOL failed over and over again ... glad I am switching

j gardiner(14/06/2008 18:13:19)
phoned and asked for a MAC code, received it via email 10 hours later.

Daniii(09/06/2008 21:06:58)
I asked them for the MAC code on tuesday and it was emailed to me by wednesday!! Quite suprised but happy :)

William Yeats(08/06/2008 16:26:44)
I got a mac code but it did not work, i requested another and that did not work either, my new ISP said they would sort it out and i would be conected by the 6th of june and guess what i was not, they then gave me the 9th of june as the connection date i will wait and see.

jim(08/06/2008 08:26:59)
aol service has been terrible. they charged me twice, the connection often doesnt work, there are updates that dont save and the help lines play music for hours at my expense. aol were not helpful when i asked for MAC code and I have to phone them again in 7 days to ask for it again as my aol e-mail doesnt work! Nightmare.

chriscoleman(07/06/2008 10:14:36)
Getting a MAC from AOL is difficult. For example I was asked to assist a client last week who had basically given up. So i called AOL on his behalf and gave them an alternative email address because my clients AOL had not worked for a month. Needless to say the promised MAC code did not arrive and when we called them back seven days later they seemed to have lost any knowledge of the request and wanted to transfer us to a different department, but said they could fix the problem, which we had to agree to because my client now needed his email account urgently and because AOL had taken another payment from his DD bank account.

Sue(03/06/2008 20:48:42)
NONE ive rang the number 3 times tonight and was told to press 3 for MAC code and then told all there lines were busy and to hold the pone rang again then went dead after 3 rings this was the same for a 3 calls I made so still no MAC code.

Alex(31/05/2008 15:35:21)
Terrible. I have be wth AOL for 5 years on the 17.99 package, and even though B.Band has dropped so much over the last few years they have not lowered the price. The customer service is really bad. still waiting for mac code alomst week after ringing

Rod Harris(30/05/2008 17:48:59)
Unable to switch to BT as AOL could not give me a Mac code as current telephone is provided by cable. Advice please

jonnyb(30/05/2008 14:42:12)
AOL are the worst internet provider around, i was on the phone to them for an hour, i have been a customer of them since 2001 and yet, they still told me i was in a contract with them till december and they refused to give me a mac code unless i payed them £84 (the remaining price left on my account), so then i asked to speak to their manager and the woman put me through to her line superviser who just tried to make me sound stupid so then i asked to speak to his manager (who i asked to speak to in the first place) he said he would put me through and forgot to put me on hold i heard him talking and laughing about me, after a 5 minuite wait he said the manager will not speak to me and that he was going to terminate my call and send a mac code to my main email within 5 days, but i would have to pay £84 for this imaginary contract i said im not happy with that and im moving to o2. since then i have written a nasty letter to their head of AOL complaints department i will let you know how it continues with my reply.

Pete(30/05/2008 12:25:10)
What a terrible service AOL offer! Been with them for around 6 months, not one of my better moves. Speed is terrible, service is not much better and we repeatedly get dropp connections, and absolute disaster, I am trying to run a business through this. Applied for a MAC code over a month ago, nothing sent, applied again yesterday, called again today to make sure they were sending it, they confirmed they were, we will see.

william(27/05/2008 20:18:02)
the lady was very helpfull and it was all done in 5 minutes just waiting for code to come now

Georgez12(27/05/2008 18:44:53)
cant understand them lets see wat happens in 5 days

Jane Cowie(27/05/2008 09:03:28)
Very polite but takes up to five days to generate a code, which is sent to the e-mail address. Is this so that I get bored waiting and stay with them?

TIm(23/05/2008 16:41:59)
Asked for my MAC code and they said my service had already been cancelled. Phone call resulted in finding out they were looking at my old phone number which I hadnt had for 5 months! Got MAC given to me over phone there and then. THEY CAN DO IT!! BE FIRM!!

Chris Robinson(17/05/2008 17:47:19)
AOL are impossible so keep away from them. They say there is no tag on my line and I do not need a MAC code.. SKY say I do and will not connect me. kEEP AWAY FROM sKY AS WELL.

Glenn Radford(17/05/2008 12:13:07)
Told me they would send it to me straight away... no sign of bloodly MAC code! Even had to verbally travel to the middle east and back to get it! AOL customer service is rubbish!

philip marshall(14/05/2008 22:39:16)
called today and got told it would be 5 workin days to get code?

Manish(14/05/2008 13:00:14)
So I've now tried twice to migrate from AOL to Orange. Both times, I've got a MAC code from AOL, then given it to Orange during the registration/setup process. Despite getting assurances from Orange that it would be set up and the kit delivered within 10 days, a month (the first time) or 4 months (the second time) later, when nothing had happened, I called Orange and they told me that the account had been cancelled because the MAC code was incorrect. Orange reckon it's not their fault and I can't get through to AOL. The whole situation's just awesome!

Carl Wedekind(14/05/2008 12:39:34)
terrible now on third mac cde and it is still invalid. seems the company gant even get this right which is not surprising seeing previos dealings.

pauline(13/05/2008 20:11:24)
aol....WOT A JOKE...cant get mac code been on to them for six weeks now mentioned offcom they laughed...still bein passed from pillar to post in tryin to get it

Brett Tomes(11/05/2008 09:09:31)
I have asked for my Mac Key 3 weeks ago, they promised to send within 5 working days. I received an email from AOL saying there has been a delay in providing your Mac and no other information. I called again, was promised to have it emailed within a couple of hours, 24hours later still nothing. This is appalling, I will NEVER deal with this company again, their helpdesk is full of people reading from check sheets because they ask the same question over and over, I was asked my name 3 times!!

Clive Atkins(08/05/2008 12:21:29)
I was told it would take 5 days and was pleasently surprised to receive it on the 2nd day.

DTaylor(08/05/2008 08:43:57)
I called the support number and was told I would get mac code in 5 days, this was said at least x3 during the call. I was also offered multiple discounted AOL services. The call took about 15min at 5p/min. Its now about 3 weeks later and I have not received any MAC.

Mark(06/05/2008 19:35:23)
They promised they'd email and they didn't.

THATCH(04/05/2008 20:17:01)
I PHONED AOL AND GOT AN OPERATOR STRAIGHT AWAY, I TOLD HIM I WANTED A MAC CODE THEN HE PUT ME ON HOLD WITH SOME AWFUL MUSIC AND I WAS KEPT WAITING FOR 40 MINUTES AND STILL NO ONE GOT BACK TO ME. I HUNG UP AND DIDNT GET MY MAC CODE AND NO DOUBT I WILL HAVE A HEFTY BILL FOR THAT CALL.

mick(04/05/2008 12:49:30)
well mac key mac key where are u just to get you would be nice so i can change and pay a fraction of the price 4 days and waiting aint very nice so come on mac key it would be nice

Miller(03/05/2008 17:17:21)
Currently on listening to some lady trying to sell me "better" service from them.... For cheaper... Why didn't they give me this before!? Will wait & see if they provide the MAC code or not...!

Matt(02/05/2008 14:49:36)
Phoned AOL on a Sunday requesting my MAC code, was told the usual 48hrs but could take up to 5 working days. Well Friday came round and still no MAC code, got on the phone to AOL and was told it could take a couple more days. I said 'excuse me mate you ever heard of OffCom General Condition 22?' He asked if he could put me on hold for a minute, about 2 mins later he came back and gave me my MAC code over the phone. BYE BYE AOL!!!

JD(29/04/2008 20:43:01)
Have just telephoned for my mac code to transfer to 02 16mb package. Had AOL for two years with no problems. When they began their migration to the dialbb servers I have had no end of problems. Slow connections. Pages never load. Continuously disconnected with technicians having no available information except "wait a couple of hours" which usually turns out to be days after countless more calls. I have had enough of AOL and its foreign unhelpful call centres. I will await my 5 days with baited breath. Yours, AOL enemy for life

Matt(29/04/2008 14:48:17)
Switching my BB to o2 as it seems to be about the best deal around. Phoned AOL on the 27/04/08 and requested my MAC code, guy on the other end of the phone was being very shirty with me, they have till Friday to get it to me and if not there will be one irrate 'customer' on the phone.

KEITH LITTLER(27/04/2008 14:49:43)
Hello, I telephoned AOL to get my mac code, They say I have to wait 5 days to get the code, is this true and 7 days to close my account, I thought you could get your mac code straight away over the phone. Reason why i am changing tech support rubbish slow speeds when i was on 4mb speed aol have for some reason dropped me to 2.2mb I have been with aol for 8 years this must be the new way aol treat there 8 year old customers, well not me. thanks for the time to lash out cheers keith.

Sandi Reid(26/04/2008 17:52:29)
Just requested my MAC code from AOL (26/04/2008). They said I would receive it within the next 5 days but we will see. They were trying their hardest to get me to stay telling me all various problems with various provider. But I stayed firm and told them my only request was for my MAC code which I am entitled too and nothing else. You have to be very FIRM with them!!!!

sue(21/04/2008 18:42:57)
not good have been waiting over six weeks with numerous calls that members have to pay for - and thats service, i dont think so.

Kim(14/04/2008 12:04:13)
Was not to bad an experience .... suddenly they were able to halve my current tarif .... said no thanks so have been promised mac code in 5 days

Mysterri(08/04/2008 15:36:08)
For the last 3 months I have not been able to access the internet. I have been on the phone repeatedly over that period of time and have only been able to gain access to internet using the very small ethernet cable provided which would require crouching on the floor. We specifically went with AOL because of the wireless capability and it has since been a huge msitake. It was only after apprx 12 phonecalls and me stating that I wanted to change service providers, did the suggestion that we move onto their "level 2 technicians". It amazed me this was not offered after the first 3 or 4 times I had to phone. They told me if I did not speak to a level 2 technician, they would charge me £90 cancellation fee. They advsied the phone call would only take 15mins. I was on the phone with a very rude level 2 for nearly and hour and in the end he blamed me for having a faulty laptop, which I do not. Also, the laptop works wirelessly in 2 other locations. I explained this two him and he advised that it is not their fault and I would be expected to pay the cancellation fee. I hung up. I told them, that if they were going to pay my phone bill then that was fine I would stay on the phone, but if they weren't they cold advise the relevant department themselves..I phoned AOL again, the next day to request my MAC code and they advised me that I needed to speak to a level 2 technician to repair the problem. I explained I had the night before for nearly an hour. This operator starting getting very rude, when I once again told them I would not pay the cancellation fee as I was not being provided with the service I was paying for. He eventually agreed to forward my MAC code to a friends email address as I have no access to mine. They have also advised me "incorrectly" that it would take 5 days to send it. As far as i am aware, it only takes 1 day to generate a MAC code. AOL customer services, is a problem all on its own, except for a select few.

Carl Warmington(02/04/2008 07:36:03)
Aol will not give me my mac key and every time i call they say they have no record of the conversation which they would have if i had called. How do i get them to give me my key. I do not care if i have no connection for a while as long as i get away from aol. I have been with them 5 years and the service is almost never on in the last 6mths so having no connection is normal.

Peter(01/04/2008 21:33:59)
If AOL UK give you any problems, just tell them you know your rights under OFCOM's General Condition 22. "You've been doing your research," laughed the operator when I asked to cancel, quoting General Condition 22 at him. After refusing repeated offers of a £9.99, 18-month contract, shoddy connection, shoddy speed service I received my MAC. Since AOL UK switched to the inferior Car Phone Warehouse's "Opal Telecom" network their service has been intolerably crap and I'm glad to have said farewell to AOL.

martin(31/03/2008 12:28:59)
Requested MAC CODE thursday 27th March. Told I would receive an email within 5 days. Originally phoned helpline to get assistance with a connection problem. After listening to piped music for up to 20 minutes (3 phonecalls) got fed up and decided to call the number for account cancellation. Surprise, surprise, got through immediately. After all the usual speal about changing price plan and being sent a new router (at extra cost) lost my temper and asked for mac code. Let's wait and see when I get it and how smooth the transition will be.

Errol(28/03/2008 11:46:45)
Switching from AOL to another ISP has proved to be more difficult than first expected. I asked for a MAC code on the 17th March, hoping i would receive it within the 5 days that they explained, however i still haven't received it yet. Seems as if their service is so poor that they have to cling on to their existing customers!!

MR BLOOMFIELD(26/03/2008 16:15:42)
I find AOL so exspensive just can't keep up with bills

LOUISE LOVELL(25/03/2008 11:26:03)
I feel totally held to ransome by AOL, I have tried several times to get my MAC code but with no avail. They are unhelpful, rude and unsympathetic. We need broadband for our business and are changing to O2 due to AOL's terrible service but making the change is proving to be EXTREMELY difficult, with AOL becoming increasingly obstructive. Just had another email saying its nowe being delayed! why????

Michael(20/03/2008 19:42:26)
I rang AOL around 5.30pm on Monday 17 March. The adviser said the MAC would be e-mailed within 5 working days. I received the e-mail mid-afternoon today, 20 March. The adviser suggested I could apply for a cheaper tariff on AOL rather than switch to another ISP, but no pressure was put on me to stay.

robert dillon(17/03/2008 04:41:58)
it is a night mare getting your mac code from aol.

laura(07/03/2008 11:14:42)
how long is it taking for the mac code to come help

julie(06/03/2008 20:36:22)
i would like my mac code plz ty

judith(05/03/2008 13:37:49)
they said they would email me it and i am still waiting for it!! they kept me on th phone for half an hour trying to offer me loads of offers and all i wanted to do was cancell! lets hope i get the email soon!

ataur(01/03/2008 20:39:07)
takes me through to india where they take forever does any1 know the rate on caLLS

Jacqui(26/02/2008 13:48:23)
I asked and they said they would email it to me in five days - we shall see I guess.