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AOL broadband with laptop FAQs

Help with your AOL Broadband or Talk account, internet connection or laptop.

For help with all account, billing, internet connection and laptop issues:

Call AOL’s Member Services on 0844 499 5555 (lines open 8am to midnight, seven days a week)
Chat online with an AOL expert by going to myaolbroadband.co.uk/livehelp
Visit aolbroadband.co.uk/help

Write to: AOL Broadband Member Services, CPW Broadband Services (Ireland) Ltd, IDA Business Park, Cork Road, Waterford, Ireland

What if there's a fault with my laptop?

If your laptop has a fault, call AOL Member Services. If you have a Geek Squad subscription, call them on 0800 049 6184.

I’ve changed my mind about my laptop, AOL Broadband subscription or Talk package. Can I make a return?

I want to cancel my…	I signed up in store. Can I cancel?	I signed up over the phone or online. Can I cancel?	How long have I got to make the return?	What happens next?
AOL Broadband subscription	No	Yes	Seven days from the day after Broadband is installed on your phone line, or the day after you receive your wireless router, whichever is later	Any order for AOL Talk or a laptop will be cancelled
AOL Talk subscription	Yes	Yes	You can cancel or change your Talk package at any time	We reserve the right to increase your AOL broadband subscription by up to £10 a month
Laptop	No	Yes	Seven days from the day after your laptop is delivered	We’ll refund any charges you’ve paid, including delivery. Your Broadband subscription is not automatically cancelled – our normal cancellation policy applies

How can I cancel my broadband contract if I’m outside my cooling off period?

If you cancel your AOL Broadband subscription after your cooling off period has ended you’ll be charged £17 per month for every month remaining on you contract.

So if you have 8 months remaining on your contract you must pay £136 (8x£17) to cancel.

You must pay the cancellation fee in a lump sum on the first billing date after you cancel.

How do I access my AOL emails?

You’ll get your screen name and password in a letter about two days after you place your order. You need to keep these safe so you can access your AOL email.

How does my bill work?

You’ll receive your monthly bill from AOL
You’ll receive one bill a month that covers your AOL Broadband connection and any AOL Talk subscription or call charges
You must continue paying line rental to BT
You pay your monthly subscription fee a month in advance
Your first bill may appear higher because you’ll be charged your first full month’s line rental and a pro-rata line rental fee for the days between your broadband connection being switched on and your first billing date