I was recently re-located and required to move to another city by my employer. After contacting Xanadoo to cancel my services, they originally informed me they foreseen no problems in canceling the services. The customer service representative indicated she would send a request to her supervisor and contact me the following Monday. On Tuesday I recontacted Xanadoo, speaking to a different customer service representative. The gentleman informed me, my request had been denied by their "boss" and a termination fee of $200 + tax would apply. Again I expressed, the move was beyond my control and I had no expectations of moving or canceling my services prior.
I inquired to speak with his "boss" directly. I was denied, furthermore informed, he does not take customer service calls. As a result I requested for my service to be canceled. Prior to terminating my telephone conversation, I requested a confirmation number to avoid any future charges. The representative denied they provided confirmation numbers for transactions.
Now, I have no confirmation number or way to confirm my account was canceled or my conversation with their company. If you don't plan to move or ever cancel service, Xanadoo is an affordable internet service. However, due to their poor customer service, they have lost my services and will not receive my recommendations as a company.
ABILENE, TEXAS -- Once upon a time, a young lad was eagerly looking for an ISP. He spent hours and hours looking and as exhaustion began to take its toll, a beautiful angel named Xanadoo appeared. She promised unlimited high-speed Internet for an amazing price. She even offered a discount on the modem. He couldn't resist such a wonderful offer. So he signed up. It was a beautiful relationship for about 7 months...
Then something happened, something bad happened. All of the sudden, the beautiful angel Xanadoo came and took away the fast internet. She replaced it with an evil crippled internet that was slower than dial-up. The young man was shocked and asked the beautiful angel why she had done such a horrible thing.
Before his eyes, she transformed into a hideous, vile looking serpent. She then replied, "You have exceeded your monthly Internet allowance silly boy". The young man replied, "You never said anything about a limit before. You promised me unlimited Internet every month?" "That I did," replied the serpent, "but you failed to read the Terms of Service which clearly states that I can change my mind and do whatever I want, whenever I want to." Fire and stench belched from the serpent's throat as it erupted into a fit of laughter. "And there is nothing you can do about it," said the serpent. "There is one thing I can do," replied the young lad. "I can drop your service."
More fire and laughter erupted from the serpent. "You can't leave boy, you are under a contract!!!" "Actually, I signed up before you had contracts so I am free to leave whenever I want to." The serpent screamed in agony, blew fire and filth all over the place and then finally started to crawl away in defeat.
As it did so, the boy said, "Be warned serpent, I will make it my life's work to let the whole world know who you are and how deceitfully you do business. This I promise you." Then the boy set off to his work, looking less like a boy and more like a man... The moral of the story: Don't believe anything the salesman or the website promises. It's just not true. And don't expect any help from customer service.