Ive been an XLN customer for 5 years with my business and have been treated extremely well, at first i was suspect due to it being a smaller company than the rest, but as it turns out this means that when something does go wrong they take the extra time and care to get issues resolved. I only wish home broadband providers could offer me the same as ive been with BT and Talk Talk before for my home line and felt like my custom meant absolutely nothing to them. XLN reward me for my loyalty by keeping the prices low shame others cannot follow suit
Shockingly poor service from the absolute start. I have started and business and required a simple set up of two phone lines and an internet connection to begin trading, which we STILL do not have.
When phoning to arrange a contract I had first look at Trust Pilot's reviews and selected XLN based on its acceptable performance, but I can now say that you'd be bad to place your business with these bumbling morons. It will be the biggest mistake you ever make.
They took less than 10 minutes to arrange my contract and take my money (£115) for installation. One month later I have no written confirmation of any agreements, no contract in place or any terms and have had nothing explained to me. I got told that both phone lines and the broadband service would be installed on the 14th of November.
One day later I got told the sale was rejected and they could only install one phone line on the 14th and the second phone line and internet had to wait until the 26th (Today) which is very annoying as no reason was given, nevertheless we structured around this.
So come the 14th you're expected to set aside a 6 hour window when an engineer will turn up to install the phone line. Bearing in mind I am also balancing a day job until we're ready to trade (impossible without these bleeding phone lines) its quite a task... but we worked around that too.
At 8:15 in the morning I received a text to tell me the work had been done, that was only 15 minutes into the time slot and unsurprisingly the phone was still very much DEAD when I picked it up. I phoned XLN who told me to call back later as they are not open yet, and when I did this nobody could give any answers as to what happened and blamed BT, passing the buck. All they could do was to raise a fault on the line and I explained endlessly that no line existed to raise a fault on, somebody actually had to come and do some PHYSICAL work at the premises as this is an empty office with no phones, not that hard to understand? You'd like to think so...
The idiots who manage their phones don't know anything and always put you on hold for 10 minutes at a time to come back and say they cannot do anything except raise a fault. They blame BT and accept no liability themselves and refused to pay the money back for the missed installation. You are charged £99 per line if you miss the appointment, however they missed it themselves so I think I am very much in the right to charge £99 per line for my wasted time.
It took three hours of phone calls and angry shouting to get a supervisor to deal with the issue beyond the mindless call centre drones XLN has and the best they could do was get another engineer to come out at their own convince. Four days later when I am at work I just get a random call from BT openreach telling me they are on their way to install the service that was due on the 14th- and it took the poor bloke over an hour to actually hook it all up and get it working. None of the meatheads at XLN seemed to understand. I went back to XLN and asked them if they are going to make such a hash up when the next line and internet is done and I was re-assured no.
Towards the 26th I received numerous texts confirming the appointment for works to be carried out for the internet and second line between 12:00 and 6:00 PM. The day before I had to confirm this was okay through an automated phone call.
So come the 26th I get another text in the early morning telling me the engineer work has been completed, but this time i ignored it (once bitten twice shy) and turned up at my office and sat there for SIX HOURS waiting for an engineer to turn up. Nobody... I phone XLN to ask why they have failed a second time to install a service on the given date and they blamed BT and raised a fault, rinse and repeat anyone?
I am approaching 21 days after the original proposed date to have the entire service and I have one lowly and somewhat crackly phone line in my office. We are losing a lot of money and wasting hours and hours of time with this despicable company who can only schedule engineers to turn up whenever they feel like it and care none whatsoever. When phoning back again they asked if I have received my router... take a wild guess, of course I haven't so they said they'd find out what they did with it.
When trying to run a business dealing with scummy little money grubbing XLN who sell the product flawlessly and forget to actually give it to you- its not high on your list of priorities. I am now demanding my £115 installation charge back plus the £396 for missed appointments and further charges for my wasted time.
I wouldn't use this telecoms company if they were the last on earth, I'd rather conduct my business through two tin cans and a length of string. Their superfluous raising of faults on non-existent lines achieve nothing, their customer service advisor only know how to press the hold button and are unable to do anything of use at all except apologise which is meaningless, I want the damn service I am paying for, not empty, scripted apologies. At this rate we are going to go under before we've even started which is why I fully intend to take this to Ofcom and spread the word of how inordinately pathetic and flimsy XLN have been since I got off from the sales call.
They are slow, uninformed and care nothing for your business whatsoever. They are costing my small business a fortune and I now run the risk of having to pack up my business so early on as we cannot market or deal with queries without these basic amenities. I hate XLN with a burning passion and thoroughly hope they are exposed for the crooks that they are. Disgusting, despicable and non-existant service. Avoid, Avoid and then avoid these arrogant clowns like its the last thing you'll ever do.
There is a reason why BT controls most of the market, they are the only ones who are capable of actually doing anything correctly.
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.
Since i have ran my own company the bain of my life has been telecoms companies. So when i received a phone call from XLN telling me they could save me up to 40% on my bills needless to say i was more than sceptical. But after some time looking through my bills it turned out they could so i chose to go with them and In the months since switching my bills have fallen by nearly 50% not only that but also my internet speed is now faster than it ever has been.
I have just come across this site as I was going to research for a new line for my mum in her nursing home.
I have had business lines with XLN for quite a number of years now and have always found them to be competitive. Even when I was going to leave for a better deal, they matched it and kept it going.
I do however have to admit that I do not have broadband with XLN, simply because I don't want any interruption in my business like the last time I moved from BT to O2.
I have one line which is 30 something pounds including line rental and ALL phone calls to UK land lines, mobiles and pretty much most International land lines.
This saves us a hell of a lot in mobile and international calls and is the best tariff I have ever come across.
I think people are often too quick to put up the bad with the ease of the internet. I have no shares in XLN or any connection apart from being a customer. Any faults have always been sorted in a timely manner, and my only complaint is occasional calls from their marketing departments trying to sell me more lines or give details of any potential customers. Have already told those who I think would benefit!!
Overall, a happy customer (for phone lines - can't comment on broadband) who would recommend to others.
I Just wanted other companies to be aware of XLN
We are a small company and recently moved business premises. We were at our previous address for 4 years and our telephone number is extremely important to us. We could not transfer the number but were told for a cost of £8 a month we could have a recorded message saying our number has changed. After many complaints by me as they had not implemented this message they decided to put on a call divert on this number to our new number which is also with XLN for no charge. We had 4 emails today from customers asking if we were out of business as the line is no longer diverted and just says the number is unable to accept incoming calls. The old premises are now occupied by someone else and they have taken our number which is so important to us!! I do not know which way to turn as we are losing so much business which has taken years to build. XLN telecom always maintained I could have the recorded message for as long as I require.
XLN telecom have also billed me for line rental with call packages for my old premises when I have not been in those premises for two months. They have said I have to pay this when I was told the initial cost would be £8 per month for the recorded message they never told me I still had to pay line rental. They have also charged me for installation of a new line which I was told was free!! I am fed up of calling them as they give me wrong information each time.
Be aware before you use XLN!
Steven Lau found this review useful
I have 8 lines with this company, 8 business lines.
All 8 of them have been out of action since Saturday.
I have made more than 20 phonecalls to XLN telecom and still the lines have not been repaired.
To make things even worse, every time i call them i have to go through the entire process of telling them the whole story, going through the entire account checks and name checks and address checks, which by the 20th time is really, really frustrating.
I have contacted BT to move my 8 lines back to BT and i am posting this review to warn people not to be fooled into switching to XLN Telecom.
They really are the worst company i have ever been unlucky enough to deal with. I thought i was saving a couple of quid a month on each line by switching but they have now destroyed my business and i really dont know if i will ever recover my lost customers. Imagine 8 lines all out of order for 4 days now and still out of action.
Maria Wong found this review useful
I considered not going with xln because of all the negative comments on reviewcentre but so far...so good. A lot of people complaining about internet not being installed on time or being slow. We got a great engineer who got on with the job and then helped up with using our own router. which brings me to my next point; the router xln gives you is pretty cheap. i advise you buy a better one, like a belkin. if you're using wifi then ther e are massive improvements to be had by using a quality hardware manufacturer. look for dual or quad band antennas as these give the best signal and minimise interference from other radio waves; like microwaves, other routers or nearby cell towers. i would rather xln gave its customers decent routers...but then i guess you get what you pay for
Steven Lau found this review useful
We're paying 99p a month for line rental!! Our business operates internationally so all our phone calls happen over Skype. The only reason we need a phone line is so we can use broadband. XLN has been excellent, the phone line was setup on time and the bills are exactly as expected. Decided not to go with XLN for our broadband because we have never had any problems with our current provider, and if it ain't broke don't fix it!
When the sales man called me he said XLN would be much cheaper than BT giving me the call rates ... over a year later I am finding that XLN is much cheaper than Bt.... Bt is rather more expensive
Yet again good service received! Called customer support to ask why my bill was tooo high and they moved me onto a better package that includes free minutes. Should be saving about £18 a month now - more money in my pocket!!
Just renewed with XLN - they've got a great customer only deal - saved me loads, gives me an all in fixed price - perfect for me. They tell me they have 130,000 customers - is that true? Why are they just quietly helping people like me without shouting about it?
Have been with XLN for many years, customer service I have found to be excellent. I have no reason whatever to complain about anything. I was once sold a new tariff that proved to be more expensive for me, phoned customer services and it was resolved immediately. Billing on line is quick and easy to find and print off if needed.
I have been an XLN user with 2 businesses for 5 years.
I recently tried to add Fiber optic business broadband to 1 line.
I received the ADSL router and everything worked.
My ADSL router stopped working.
I telephoned the broadband team and after 3 days of chasing i was informed that my line had been disconnected.
I waited for nearly a month and did not receive the fiber optic router.
I chased the broadband team and the informed me that i needed a fiber optic router as my line had been upgraded 15 days earlier.
I again chased for the fiber optic router and received another ADSL router.
I spent an hour explaining my situation to customer services and i received a 3rd ADSL router.
I have been telephoning since wednesday and now i cannot get through.
I am now going to cancel my DD and wait for them to chase me.
I have lost so much money I cannot even begin to work it out.
XLN never phone back when they say they will they put you through to dead lines that just ring and they LIE.
Do not do business with them.
I have been promised this fiber optic router by at least 5 members of staff and it still has not arrived.
This whole situation has taken just short of 2 months.
Problem started when I asked xln to transfer the broadband from one line to another (I had 3 phone lines from xln). Instead they ceased one phone line as well as the broadband. I called their customer service and was told that the line was ceased due to a 'system error' while broadband due to severe weather conditions, which I obviously knew was an utter rubbish. I was told several times that someone will call me back to resolve the issue, but they never did.
I would say I was forced to terminate the contract with xln purely because of their awful customer service. I have received a letter telling me that I will have to pay £299 termination charges. I called their cancellation department and explained the situation and loss of business I suffered due to their incompetencies. I was told that I should have given a written notice after giving xln time period of 30 days to fix the problem. Only then I would have been entitled to terminate the contract without paying termination charges.
I have been with XLN for 8 months on their fibre package. Installation went really smoothly the engineer came and installed my router and did some tinkering with the phone box, and XLN text me when my broadband was ready to be used. I'm amazed at how quick the internet works we have 8 people using the internet in the office and it never slows down even when we are all running skype or uploading videos. we're very pleased with what we have and have earned £75 off our bill by recommending XLN to our friends.
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