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Help Cancelling Automatice Renewal from UK RRS feed

  • Question

  • I'm looking for some help.

     

    As others have experienced, the billing system and help system associated with OneCare is fragmented and cumbersome.

     

    I have a OneCare service renewal which is due today.  I have been trying to cancel for the last few weeks but to no avail...

     

    I'm getting the following message when ever I try to raise a ticket:

     

    Contact Billing Support

    Error!

    We apologize for the inconvenience. There was an error in the submission. Please try again later.
     
    Looking at my billing it appears they have already renewed my service, despite my debit card being expired......
     
    I've purchased a retail version of OneCare and wish to use that.... but if I enter the keycode I have the feeling it will extend my service to 2010, as its listing my details as:
     

    Purchased:

    24/01/2008

    Renewal scheduled for:

    24/01/2009

    Thursday, January 24, 2008 1:49 PM

Answers

All replies

  • It does appear that your account has been renewed. You can still contact support and cancel and then uninstall and reinstall, activating your retail key.

    Follow the path for contacting support from here - 

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    If that still errors, send me an email - sboots@mvps.org - with OneCare UK Renew-Cancel in the subject line and this link, http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2735428&SiteID=2 - in the message body.

     

    -steve

    Thursday, January 24, 2008 2:38 PM
    Moderator
  • Thanks for all your help Steve.

     

    My issue has now been resolved and the issues with raising support tickets has been alerted to the appropriate department within Microsoft.

    Friday, January 25, 2008 10:11 AM
  • Stephen,

    I have the exact same issue as the OP.  I tried several times to cancel my subscription but keep getting the same error as the OP.

    Now I find today that my sub has been renewed and the money to be taken from my CC!  I don't want this to happen as I haven't used Live OneCare for some time.

    How do I go about raising a support case in the system doesn't allow me to?

    Thanks

    Iain Mackenzie

     

    Friday, January 25, 2008 2:06 PM
  • You will need to contact support per the FAQ - 

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    They can cancel the subscription and issue the refund for you.

    -steve

    Friday, January 25, 2008 4:05 PM
    Moderator
  • Hi Stephen.

    Thanks for that, but I'm obviously not making myself clear. The problem is that - as described by the OP - I cannot contact support as per the FAQ as I just get the error that the OP put in his original post.

    I have tried about 10-12 times now.

    What can I do?

    Iain

     

    Friday, January 25, 2008 5:09 PM
  • Send me an email, sboots@mvps.org, subject = OneCare

    In the message body, paste a link to this thread, provide your posting nickname and tell me what country you are in.

    -steve

    Friday, January 25, 2008 5:23 PM
    Moderator
  • Hi Stephen.

    I did send you an email earlier in the day, but I've sent another a few minutes ago.

    Thanks again.

    Iain

     

    Friday, January 25, 2008 5:44 PM
  • I'll check shortly - I'm behind a proxy right now for faster web access and need to switch to dial-up to check my email....

    -steve

    Friday, January 25, 2008 6:07 PM
    Moderator
  • Hi Stephen.

    Did you get my email OK?

    Thanks

    Iain

     

    Friday, January 25, 2008 10:37 PM
  • Stephen,

    I have sent you several emails on this subject without any response from you.

    What do I have to do to resolve this problem?

    Iain

     

    Wednesday, January 30, 2008 12:36 PM
  •  imacken wrote:

    Stephen,

    I have sent you several emails on this subject without any response from you.

    What do I have to do to resolve this problem?

    Iain

     

    I have two messages from you and I replied to your first message at 1:15 EST on 1/25, Iain. Let me sent you another message.

    -steve

    Wednesday, January 30, 2008 6:03 PM
    Moderator
  • Hi,

    I'm trying to cancel as well!

    But when I fill in the form it always gives me an error. I get rebilled tomorrow.

    Please help!
    Thursday, January 31, 2008 1:03 PM
  •  

    Hi Stephen,

    I have exactly the same issue. I tried a number of times to cancel my subscription but keep getting the same error as above.

     

    It seems that MS don't want to let us cancel!! I also tried changing the support form to contact by phone instead of email... sick... they didn't give a phone number but say to send the email response first!!

     

    Just how do we cancel ?

     

    Regards,

    Ian.

    Thursday, January 31, 2008 1:49 PM
  • As I noted before, I suspect that this is a problem with the support flow for the UK. I reported it to Microsoft.

    At the risk of being flooded with requests, 

    Send me an email, To: sboots@mvps.org and CC: wloc@live.com , subject = "OneCare UK Support - Renew-Cancel"

    In the message body, paste a link to this thread, provide your posting nickname and tell me what country you are in.

    Do *not* send me your account details as I don't work for Microsoft, nor do I have access to the systems. I will hook you up with support, though.

    Note that I am located in the US in EST. I am not on-line 24 hours a day, though it sometimes seems that way. I will respond to your email as soon as I can.

     

    If you do get auto-renewed before you are able to cancel, they will issue a refund when you do get through to cancel.

     

    -steve

     

    Thursday, January 31, 2008 1:58 PM
    Moderator
  •  Stephen Boots wrote:
     imacken wrote:

    Stephen,

    I have sent you several emails on this subject without any response from you.

    What do I have to do to resolve this problem?

    Iain

     

    I have two messages from you and I replied to your first message at 1:15 EST on 1/25, Iain. Let me sent you another message.

    -steve

     

    Steve, I'm afraid I have not received any messages or emals from you at all. Are you sure you are using iain and not lain in my address?

    Iain

    Thursday, January 31, 2008 4:15 PM
  • I replied to your emails using my mvps.org account and also from my personal account. I'll try again from my MSN account.

    -steve

     

    Thursday, January 31, 2008 5:54 PM
    Moderator
  • I just sent you a message from my @msn account.

    If you do not receive it, and you have another email account, email me again at sboots@mvps.org. It would appear that your ISP is filtering/blocking my messages. Note that the previous 3 emails were sent via the same SMTP server, so it may be blacklisted by your ISP.

    -steve

     

    Thursday, January 31, 2008 5:58 PM
    Moderator