Complain about a product or service

MSN Service Problems

MSN • Billing Problems • Broadband • Sales Promotions • MSN Messenger • Negative Option • Rebate Problems • Service Problems

Beverly of Chester NY (10/3/04):
MSN almost never lets us in. We dial up, get connected, but then we're stuck behind the MSN sign in. MSN has some major problems that need to be addressed. What good is their service if we can never use it, and we can't get past it to go in another way. We can't get to our email, so it piles up, then they complain we have too much email when we wouldn't have any if they'd straighten out their system. We've sent hundreds of their problem reports and they do nothing.

Yvonne of Santa Clarita CA (4/19/04):
The worst system I've ever had to use. I was happy with my internet provider until my husband went to Best Buy to purchase some things, he was offered this great deal of a $400 rebate, I know now why they are giving away these "packages". I have been with MSN about 1 year and have had nothing but problems from day one. The frustration, aggrevation and time wasted is incredible.

Just installing the program is a dilemma and even after that you still have various problems. 1) Signing on is a hit or miss with MSN.2) Very slow loading up 3) constant problems, errors messages popping up. I've read other complaints on your website with pretty much the same things I'm going through. Its not fair that we should have to pay for MSN's faulty system. I'm just fed up with them, tired of calling spending so much time on the phone and than finding out that it still does not work properly.

I have to pay someone to come in and clean up my computer, with installing and re-installing MSN I think I have caused some problems in my hard drive, so that leaves me the consumer with more money to pay out of pocket. Why hasn't consumer affairs, tv stations, etc., done an investigation on MSN and their services, I'm sure it would turn up quite a few disgruntled consumers and maybe we the consumers can get out of these bogus contracts, as a consumer I feel that if you're paying for a service it should work and if it does not than you should be able to get a refund, whatever happened to the customer is always right?

Janet of Pinole, CA, writes (6/21/01):
I am constantly frustrated and upset with attempting to use my computer to access the internet and e-mail my family. I have struggled for months to get help from MSN both by phone and online. I am paying $21.95/month on a 3-year contract (as I got a $400 rebate from MSN off the cost of a new Compaq computer 6/00), and I have such difficulty staying online or sending e-mail that I frequently have to give up.

I have discontinued service from MSN and found another smaller Internet service provider who gives me good service. I have no problem staying online now or getting help when I need it with Inreach Internet Services. I have received a reply by mail from MSN telling me I will be penalized by cancelling my contract with them.

As before, they have not addressed the problems I have had with their service while demanding the contract for internet service continue. I am 84 years old and have limited vision. I am living on a small fixed income and cannot afford two internet service fees per month. This situation with MSN has been very emotionally draining. I hope you will be able to help me end this contractual agreement as I am not getting the internet service from MSN that they have agreed to give me.

Steve of Atwater, CA, writes (6/15/01):
MSN erounously took funds of which they were not authorized to take. They claim we tried to access the Internet from out of the country. I haven't been out of the country since 1994 when I was stationed in Korea! Regardless we have been trying to correct the situaton since the end of march. We (me and my wife) have been hung up on, denied to talk to a supervisor, and lied to on countless occasions. They keep claiming they have refunded our money to our checking account but the bank has no record, neither do I, of the money being deposited ($365). Now they say it will be there in 3-5 days, before for it was 30 to 60 days and depended on our bank's billing cycle. Getting this money back from MSN? I'll believe it when I see it!

Lu of Kennesaw, GA, writes (6/8/01):
I took advantage of the $400 rebate program last fall and was immediately disappointed in the service from MSN. Most of the time I could not get online and even when I did I was usually bumped offline. Calls to customer service were not helpful. Calls were not answered, handled unprofessionally or resulted in the wrong information.

I've had to resort to using free AOL service and paying for Compuserve just to get online. Yet, because of the 3-year commitment to MSN, I've had to continue to pay them $21.95 per month or face the heavy 70% liquidated damages penalty. I believe MSN has overcommitted itself with this rebate program in order to destroy the competition, without giving much concern to the consumer. I also believe that the there may be some legal issues regarding the rebate contract.

• "Your email did not get sent through and has been sent to your outbox". Until 2 weeks ago I didn't even know what an outbox was. This occurs on about 45 percent of my emails.
• "We are unable to sign you in, there may be problems with our servers, or problems with your internet connections. Please try again later. (click) OK"
• Last but not least I also get the following: "Another program is dialing the selected connection. (click) OK" This is absolute bull because I am not using anything else at the time and nothing else is connected or opened.

Back to the top |