I had problems with internet. Some advisers were useless and I was very disappointed. but then i got lucky and talked to Gavin, who realized that I have an issue and passed my problem on IT person Rob. I called him genius :) I am very grateful to both guys because with their help and understanding my problem was sorted and i can use my mail again. Well done!!! Rob deserves a bonus :)
I ordered the unlimited broadband package & phone line package, as I believed it was one of the best valued deals out there for my business. However unbeknownst to me I would be left with 3 major issues that will end up costing my business thousands...
Lets begin from the start I explained from my initial conversation whilst ordering this service, that I needed it for my office which was located at the back of my garden. I stressed that this was vital that it was installed there, asking on numerous occasions if that would be ok, to which I was reassured that there wouldn't be a problem and they have installations like this and they guarantee it will be fine on the 12th Nov 2013 (3 weeks later). So after receiving the guarantee I ordered services that my business require on a monthly subscription fee amounting to over £350 to begin on the 12th, as well as organising everything to begin on this date too, after being give countless assurances that it would definitely go through.
The day arrives, the BT engineer that arrives enters (the tenanted property that we own), to which he told me he had to locate the access point, once found I explained to him that it was meant for the office at the back not the property, he told me that XLN booked this job on a RESIDENTIAL job and not a business as they were meant to, so can not install the line into the office. I asked him if I payed him extra, could he do it in order for it to work that day he said no, I would have to call XLN and re-book. Not only that the BT engineer made the business line active in the tenanted property, which could of led to fraud amongst other things...
I called XLN moments after furious that they were incompetent in their order process, especially after receiving countless reassurances that it would definitely be installed without any glitches, I demanded that the line was installed today as I would begin losing money and after spending hours on the phone was told they cannot do anything but 'investigate the phone conversation' (a ongoing theme with XLN with no response or recognition of any issues) and see if i requested it to be installed in the office and not the house, and they can only apologise, re-divert all calls to my mobile (extremely disruptive to my business and it's presentation to our customers) and re-book it another 3 weeks later... Which left my business making a loss for 3 weeks, also damaging our credibility.
However it does not end their as this is part two of the major issues, 3 weeks later on the 3rd December 2013, They same problem happened the engineer said that he was not told that it was meant to be installed in the office, and it was again a residential. I spoke to XLN whilst the BT engineer was there, to try and get them to ensure it was installed today, it was not and also a foul attempt to do so. I pleaded with the Engineer and explained what happened, so he agreed to run the cable to the office however it was a loose wire through the Garden, which is unsafe so I told XLN they would have to resolve this issue as I cannot wait another 3 weeks Taking it to over two months of lost profits, loss of business and paying for subscriptions taken out on the agreement with XLN. They said they will try and resolve it with haste. (never heard from them again about this matter).
I was tired of complaining & also did not have the time to spend more hours and hours(I needed to invest my time into the business) chasing the issue of the line being safely pinned out of the way, and decided to leave it to XLN to get back to me, after waiting another 3 weeks, I hired someone to safely pin the wire out of the way for a £150.
I now also requested the call divert to be removed so that I can begin using the phone line on the 3rd December. Major Issue 3... They did not take it off until the 23rd December, after making countless calls, and being told it will be taken off within hours, then 24 hours, then they will call me back with an update (no update). I had to spend more hours and hours on the phone for the following 3 weeks up until the 23rd to eventually get the call divert off and the phone working. By this time it is Christmas and my trade is non existent through this time until after the new year...
4th Major issue I realised £100's+ kept coming out of my account, which confused me, so I called to ask why this was happening and after investigating they told me I had two phone lines and two broadband services! I was again furious after everything they have put me and my company through. They have now charged me twice for everything and I only ever ordered one service. I told them that this was ludicrous and they said to me they would 'listen to phone recordings' and get back to, weeks and weeks passed and I heard nothing so I called back, Spoke to another person (explaining this whole story again!) they said they saw a note on the system and it read that I have ordered the second phone line and broadband service...
Completely absurd, I refused this accusation as being ludicrous and why would I ever need two wireless broadband services for a small office? I requested the phone recordings to be sent to me, so that I can hear where I asked for the second phone line and broadband service, I was told I would recieve it in 5 working days. So strangely enough this never happened and almost a month later I am still waiting, for the same recordings, with no urgency to deal with my situation. Especially after the torrid experience we have received.
This is bay far the worse experience & service I have ever received by a company. The fact I have lost thousands due to the lack of duty of care & professionalism that has seriously harmed my business. The fact I have wasted hours and hours I mean over atleast 15 hours on the phone repeating myself, to being told I requested a second service and they heard me say that on a voice recording (completely ludicrous and this definitely did not happen, hence why I am still to receive these phone recording,), The fact I have been charged for services I never ordered. However more importantly this issue has not been resolved and continually is delayed, and I still to this day have to pay for a phone and broadband line, Otherwise the suspend all my services until I pay, while they continue to 'listen to phone recordings and investigate this matter'.
Please avoid this company as they are completely unproffesional, do not care what implications there actions have on your business, are slow to act and sometimes just drop the matter again until you chase your complaint.
Furthermore just to compare services my brother has ordered a phone line with Chess Telecom for his company and it is in the same building, he did not have any issues, they installed it correctly on the date they stated as well as pinning the wire away from the garden safely. I would recommend them. Please avoid XLN.
We have been customers of XLN for over 6 years for broadband and the telephone line. One day we received a call from XLN advising they would save us money on our package. It was call the Free2call plan and we were advised this would save us every month on our phone bill.
3 months into the plan every bill so far has been more expensive since we changed plans! On seeing this we decided we wanted to leave XLN, however we were told that it would cost £299 to cancel the phone line and £99 for the broadband as we were in contract until August 2014!
My issues lie with the fact that we were not advised on the call we would be entering a new contract and also the package was MISSOLD we are now worse off every month even though we were assured we would be better off. I tried to give my 42 days notice but this was rejected and I was told I can not leave with out paying their sky high fees. I mean the years 'contract' doesn't even cost £299 so how can they actually charge this rate??
I tried to give our notice to cancel the package however I am now being told im stuck in a contract which is now making us worse off!
The customer service team on the phone have a terrible attitude and extremely unhelpful and unwilling to even listen to your concerns.
Disgrace of a company do not get involved!! You will regret it then you will have to shell out £400 to leave them! Stay well away!
Maybe its worth an email to the [Sensitive information]
*UPDATE* You can tell they are a joke of a company as they pick and choose which reviews to comment back on. If you read some of their 5 star reviews, some seem very hard to believe........
I have been with XLN for two and a half years and our company has three lines with them but now we are changing one of our lines to a new supplier they send me an email saying I owe them £299. First and foremost on no telephone conversation was this mentioned. Secondly they say in the email it was in their contract I was never sent a contract nor did I sign any thing to this effect. Thirdly I have never ever known company charge a £299 cancellation fee after two and a half years of service and have a contract that is more than 12 months long. In my opinion and I work for the financial services this company has unfair underhand practices and I will be pursuing this case with the financial ombudsman and the office of fair trading because this is just robbery and unfair to the consumer. Below I have copied the email sent to me if you see the title of the name at the bottom it says head of retention these people in this position are meant to try and keep your business or leave you happy.
Dear Mr. XXXX Disconnection of telephone services We have received a request to disconnect your telephone services. At XLN we understand how important telephone and broadband services are to our customers. In order to assist you and ensure a seamless transfer takes place, please call us as soon as possible on Freephone 0808 178 5445. Alternatively you can contact us via: E-mail - email@example.com SMS text - text your message to 80811 Please be aware a minimum termination of £299 may be applicable to your account. Yours sincerely, [Name] Head of Customer Retention
NOT HAPPY AND VERY BAD BUSINESS PRACTICE NO COMPANY MAKES IT THIS HARD TO LEAVE!
I joined xln about 5/6 years ago (possibly longer) for telephone and broadband at my shop. At the time of joining them I asked there rep (as I do with every contract I take out) if there was any cancellation fees to which his reply was no, but now after deciding to change provider and even though I'm well out of the original contract they are trying to hit me with a cancellation fee of £445.50. Also without me knowing and without my permission they sneaked on my bill a charge which they now say is an insurance policy for the cables inside the building. When I queried this they told me that they would issue a refund but that was almost 5 months ago so the chances of me getting that back is slim at best. The tactics they are using the try and get the cancellation fee are nothing short of harassment, they have bombarded my mobile with text messages, I get emails regularly along with letters headed PROTECT YOUR CREDIT RATING. I have been forced to contact ofcom and the telecommunications ombudsman who are investigating the matter and are no stranger to xln and there underhanded trading practics (there words not mine). If your reading this and have been approaced by xln for a phone or broadband package, make sure you Google xln and the complaints associated with them, it will shock you. Do not trust them they will sneak on hidden charges and god help you if you try to leave, it would be easier to leave the Mafia.
I felt I took a risk going with XLN - they were the cheapest provider and my experiences of choosing low-cost utilities providers has not been good. Unfortunately, my experience using XLN has, as far as I am concerned, confirmed that it just isn't worth putting valuable business with cheap, small providers. XLN are supposed to be a small business specialist but their poor management of my new account has cost my small business money and time - I definitely wouldn't choose this company again.
When I first signed up, I spoke to a very helpful sales person and felt this was really positive. He assured me that he would be my account manager, there for any queries I may have, and booked by date for installation. I requested a later date which wasn't available on the system yet, he assured me that he would look into this and contact me with the changed date.
A couple of weeks later, router arrived (lots of delays - not good!), lots of emails and texts confirming my installation date which looked like it had not been changed. I called my "account manager" several times, left lots of messages, no response - oh dear! My first indication that this was not going well.
I called their call centre. The woman I spoke to was very unprofessional and didn't seem to care much about my installation date issue, she said she would leave a message with the installs team (I never heard from them again.....)
At this point I gave up and decided to go with the booked date. Lots of texts and emails reminding me of my install time and date, warning of a £99 fee if I failed to be in etc etc. I waited for five hours - no engineer. I called XLN and was told they couldn't update me until the next day. I called the next day for an update - oops, my date with BT Openreach was booked in a couple of weeks, not the date I was given in their numerous text messages and emails but their system failed to update correctly.
Super annoyed but I carried on. Lots of texts and emails about my second date, warnings that I would be charged £99 if I failed to be in. I waited for five hours, no engineer. A call to XLN - "we don't know why they haven't shown up".....!
At this point I gave up on XLN.
I cancelled my order and requested a refund for the £50 deposit I had to pay for the wireless router (if you do choose XLN - do not part with any money before your install. You will never see this money again!) They promised to send a collection bag and refund my money.
What a suprise, no collection bag, no refund - one month later still nothing despite my chasing.
And then a week ago - a text letting me know that I was having an install that day, warning me to be in or I would be charged £99! Another call to XLN....... "we have details of your cancellation but nothing has been done about it".... (!)
I think the account is finally closed now but as for my £50, I have no idea what is going to happen to that or whether I will see that money again.
And out of the blue, a call from my "account manager" asking why I had decided to cancel my account and asking if there is anything he can do to help!
i had a faulty router rang up they said we will send me new one for FREE as it was there own branded one. than billed me £48 for the new one i rang up said it was automated invoice and i will not be charge. then i got my bill with the charge on it rang up agene they said will credit my account. just seen my bank statement xln have charge me for for the router ?
so both customer services people lied to me not very happy and don't have time to keep ringing as there customer service is not the best and keep transferring me one to another
Would be nice to be kept up to date with switchover details. Will have waited nearly a month if the change happens. I know this is mainly to do with previous supplier but would like to have been kept informed rather than having to call you when the line wasn't live on both the dates you had given us.
After spending many labourious hours trying to find the best business telecoms provider i decided to go with XLN, since being with them i have had to call up the customer service team a few times, every time i have called up the agents have been more than helpful to me, resolving my queries post haste and it has been a massive relief that when i do call up i get to speak to people in this country that seem to really care about their customers
After being with another provider for almost 10years i decidded to bite the bullet and change, XLN was the choice due their expertise in small business." I was told that i may experience some down time while the switch over was done, however, this never happened. My line was switched over almost instantaneously and my internet speeds are now faster than ever. A qaulity service and well executed, will be staying with XLN for many more years to come
My broadband speed is less that 1MB. My smartphone has a faster download and upload speed than the Xln provider. I have contacted XLN on numerous phone calls, emails and requesting call backs but nothing seems to be of any difference. It's affecting my business and I need to make a decision whether I'm going to end my contract with XLN and change provider. I've given them reasonable time and many chances to correct my problems which date back to a year. I have been with XLN over 10years. The broadband is very poor and from the sales act 1974; what I've purchased from Xln is not what it's supposed to do. I'm not a very happy customer. I'm still waiting for Xln to contact me to give them a final chance. Failing this I'm gonna make a decision to change provider.
Ive been with XlN for 3 years now after leaving BT due to the most horrendus customer service man has ever experienced and my wallet has immediatley felt the benefit, this is not the only reason i have stayed with XLN. I also do my card processing through XLN, this has cut down the amount of bills i recieve and has allowed me to better budget the shops finances. Brilliant idea and would reccomed to anyone.
i think the best way to sum up my experience with XLN is adequate, they have kept up their promise of saving me money on my monthly bills and the internet has work consistently since switching. I would of given a higher star rating but i think this should be the norm not the exception
I have been with XLN for nearly two years and have had no problems until two weeks ago when my internet went down, my business very much relies on internet to run properly. So when i rang up XLN i was expecting the same kind of customer service ive had with other companies (appalling) but to my surprise it was the opposite i spoke to a very helpful man who went out of his way to resolve it and got it back up and running the same day best customer service experience i've had with telecoms.