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from Junior Jam

Wednesday, November 14, 2018

6 years ago xln screwed up my office move and we had no phones and internet for months. I thought lightening won’t strike twice, how wrong could I be...

Xln were meant to move my company broadband fibre lines for 8th Oct. 5 weeks later I still have no phones. They were late with the line install, late with broadband to fibre upgrade, charged me for an expedite when they shouldn’t (promised a refund, still not in my bank), said the intermittent connection was down to my setup when it was a rein fault out of my premises. Was lied to about an engineer been sent, eventually got an engineer who identified rein and said I need a direct to premises fibre line. Xln strung me on for another 11days before admitting they couldn’t give me a error free fibre connection. I have no phones and intermittent internet and am a business. XLN customer service are a joke!

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from bakery

Monday, November 12, 2018

do not think about to go with XLN.
simply : contract on £16.99p
first month :£16.99
second month :£24
third month:£32
forth : £40
so on every month , one miss payment . they will disconnect your line completely and ask you to pay £499 .
its about taking your money otherwise they will send baillifs . 0 star , scammers

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from Aspire Wear

Tuesday, October 23, 2018

Things started OK with XLN, then after months of technical faults we had to upgrade to fibre as we were offline A LOT.

They put us on to a promo rate for 12 months, and agreed our contract would end after this. Needless to say they then started to charge the full amount after 10 months, and argued they were right.

I provided evidence and proved they were wrong, which they have now accepted 3 times. Always promising a credit note - which just never happens. They have wasted so much of my time, and even contacting the directors office I'm still being ignored.

They owe us money, and they are simply witholding it with no explanation.

Avoid completely - they are not good for small businesses - and you would be better opting with a more reputable provider.

1 of 1 people found this review helpful.

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from Jenemma ltd

Monday, October 15, 2018

Worst company we have ever dealt with,telling us that we can only have 4mb broadband with a guaranteed speed of 1mb.

We advised Xln that the speed was too slow to use for our website orders they didn't care less and said you either pay for it or we will send bailiffs round to you.

Shocking attitude

1 of 1 people found this review helpful.

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from Destiny

Wednesday, October 3, 2018

A very very very greedy company. Beware they will sneak in added fees without prior warning ??. They will tell you that you have a faulty router and because you haven’t taken out business insurance with themselves they will charge you £120 ply vat for a technician to visit the premises and if there is no problem you will be charged for there time. Absolutely no business ethics in this company. I can’t stress enough please please avoid this company and go with a more reputable one. I wish someone had given me the s advice unfortunately I’ve had to encounter huge losses to find out myself.

2 of 2 people found this review helpful.

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from nSpire Group (UK)

Wednesday, October 3, 2018

We recently set up an account with XLN for our business line and we have 3 ISP's we use just in case of downtime. Once we signed up with XLN it took 6-weeks to get the line installed where as other providers had us done within 2 to 4 week, however, not a big concern.

Today our line was restricted after one of our direct debits failed even though we wrote to XLN informing them of our change in bank details (and provided said details). Once this happened we phoned and paid the line and was told it would take 48 hours for the line to be turned back on! This is disgraceful and the customer support I spoke to were rude, condescending and quite frankly unhelpful. The internet and phone lines have now been down for 3 hours - This would NEVER happened with any other ISP due to a bank charge error.

I will be warning other businesses about XLN and will certainly be terminating my contract with them.

2 of 2 people found this review helpful.

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from West

Tuesday, September 25, 2018

Avoid, it’s a rip off.

1 of 1 people found this review helpful.

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from Pizza

Tuesday, September 25, 2018

Avoid,very expensive.

1 of 1 people found this review helpful.

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from [email protected] BARBERS

Friday, September 21, 2018

I sign a contract with XLN for landline and broadband. Since they did the installation in my shop the landline and broadband is going off every day it working for a few hour's and cut off again. I report the fault more than 10 time they send me engineer to fix the fault but still same off again. In 2 months the landline and broadband is off more than it is working. After a lot of calls and conversation with them I decided to cancel the contract they asking me to pay £299 cancellation fee I don't accept because they can't provide me with a good service. I cancel the contract free but they charge me 153 because of missing appointment but when I call them this is not true because the engineer was here and he don't want to do his job properly they till me you don't give him the access to the back yard .
This company just try to take money from customers with the very bad service.
Even zero star is too much to them .
The wrost company I have seen.

2 of 2 people found this review helpful.

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from Adventure Golf Island

Wednesday, August 1, 2018

AVOID. NOT AS GOOD AS BT FOR RELIABILITY OF PHONE LINE/BROADBAND. NOT SUITABLE FOR BUSINESSES THAT RELY ON A CARD MACHINE.

5 of 5 people found this review helpful.

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from The Works

Wednesday, July 25, 2018

WoW, such a shame that we are not given the option to leave a ZERO RATING. Where do I start, XLN are the biggest cowboys in the industry bar none. I signed up to a new 12 month contract last year and have now come to the end, as such I am now on a rolling contract with them monthly but thieir devious sales tactics will not allow me to sign up as a new customer (a new customer is being provided fibre for £24.95 a year) but as an existing one. OK say I , I will move to Virgin, hang on say they we can match the price (£32.00) of them, so I cancel the Virgin line and phone back XLN, to be told that the deal was only available that day, now they want £94.00 a month). No way, so I have now gone to plusnet fibre (£30)only to be told that XLN do not hold my line, its held by Talktalk who have told me they cannot release my fibre line as it is on the XLN network ?????????, the only way to keep my number, which I have had as a business line for 10 years, is to drop down to a new broadband (not fibre).
NOT A CHANCE XLN OR TALKTALK, I WILL SEE YOU IN THE COURTS FIRST.

5 of 5 people found this review helpful.

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from OMG Accessories LTD

Thursday, July 5, 2018

This is one of the WORST COMPANY I EVER DEALT WITH. They are so RUDE and they will RIP YOU OFF SO I WOULD SUGGEST YOU TO "STAY AWAY FROM THIS COMPANY" AND I AM A BUSINESSMAN SO LYING IS NOT MY PROFESSION...

4 of 4 people found this review helpful.

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from Coffee Tales

Tuesday, July 3, 2018

1 Star is 5 too many for XLN

IF YOU VALUE YOUR BUSINESS, IF YOU VALUE YOUR OWN CUSTOMERS
IF YOU CARE ABOUT YOUR HARD EARNED PROFITS

STAY AWAY FROM XLN!!!

THEY HAVE NOT CEASED TO COST MY COMPANY TENFOLDS OF WHAT THEY CLAIM TO SAVE YOU.
Currently I have lost minimum of £1000 in sales, plus £120 for their own incompetent engineer.


***Updated***
July 2018

It’s never fun when internet is lost due to faulty line.
Customers disappointed, card sales transaction lost in hundreds £££ a day.
Naturally I would ring up my service provider to rectify the fault.


Engineer John turned up.
“Can’t find it (junction box). Can’t do it. Can’t fix it. You will need to sort this out of hours” Ripping out ceiling tiles.
Out of hours would mean extremely early or very late so it would not affect trading hours of the shop.

So day 2, Engineer Barat turned up during trading hours, not out of hours.
Since he was here, let give it a go and fix it.
And so he did, spent 30-40minutes back and forth, located the line, the fault, the junction box, no need to go up the ceiling or to remove any tiles, fixed everything.
Phone line working, broadband working!!

Had a quick chat with this nice engineer, he told me the John engineer from yesterday was LOOKING AT THE WRONG PLACE, while he did that, he managed to yank out and dislocated the phone line itself.


NOW HERE COMES THE BEST PART:
XLN are now charging for a “Missed Appointment fee of £100 VAT” for John the engineer “NOT BEING ABLE TO DO HIS JOB”!!!!!!!!

Let me point out.
Same shop unit, same address.
Same line, same fault.
Same time, during trading hours.
While Barat the engineer can do his job correctly and smoothly.
We have the incompetent John not doing his job and MY BUSINESS IS CHARGED £120 FOR HIS INCOMPETENCE

Of course at this point I have been speaking with Michael from XLNs fault team, and while he says that they, XLN, will look into this matter and put this Missed Appointment fee on hold until it is resolved, GUESS WHAT????
XLN STILL TOOK THE MONEY ANYWAY!!!!!!

I should point out that Michael did say it is up to XLN to decide regarding this fee, but then towards the end of our conversation, he then said it was BT Openreach.


1 Star is 5 too many for XLN from my experience.

PLEASE STAY AWAY IF YOU VALUE YOUR BUSINESS, or if you got a business to trash, then that’s a different story.




***Update***

March 2018

Some bright spark decided to switch over our broadband before sending out or even to check if we have our new router.
The result is spectacular!
No internet down for 24hrs and counting!
We lost hundreds of £££ in business as we can’t take card payment due to no internet!
Nothing worst than watching our customers walking out our door disappointed!!

No offer of any compensation with pour lost of trade!!!

Now We just found our telephone line suddenly goes through to a different number to a totally different shop!
Our customers are livid as they can’t get through to us to order on the phone, and when they do come in, there no customer WiFi availabile and to top it off we can’t accept cards!

Wow. Now we ask ourselves, is it really worth that £2 saving for THIS??????????

The only “Good” thing is that XLN support picks up their phone within 2 rings.
They do try to help with the situation, but the huge damage is done. Let us correct that, the DAMAGE IS STILL ONGOING AT THIS POINT.

I GUESS THIS CAN BE DESCRIBED AS:
FRUSTRATING/DISAPPOINTING/FUMING/HEART-SINKING/SEEING MONEY WALKING OUT THE DOOR

This can be achieved with a saving of £2 a month versus our previous service provider!!


***Update***
April 2018

I am pleased to say that the team at XLN, customer care, broadband support team, landline team have all tried their very best to help our business to get back on track and online. Sophie, Dominic, Mike to name a few, I hope I got their names right.
They have made tremendous effort to put things right.

So, after 48-50hrs of down time, business was lost in the region of £300-£400.
The disappointment to our customers was much much harder to calculate.

XLN had given a 2 months worth of credit towards the bill as a goodwill gesture.

Overall, some basic human error caused a big disruption; and like any good human being, XLN tried their very best to make things right.
I respect that.

7 of 7 people found this review helpful.

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from Residential

Tuesday, June 12, 2018

If I could have given a star minus I would Xln are shocking they are a rip off company. When I moved into my house they refused to release the line as previous owner was still in contract and would not pay £400 yes £400 to end it although there was only 5 weeks left to run. Xln called me and said if I would take the account over which meant I'd lost my phone no I'd had for 15 yrs I could be switched on within 24 hrs in fact it turned out to be three weeks!! Since being with them I've had nothing but problems with connection I have to keep resetting router I've phoned them the agents change the settings at their end and it works for a few hours then disappears again after many complaints and conversations they said I should send back router as it might be faulty but if they tested it and it worked they would charge me £60 for a new one! Now how do we think that would have planned out? Not in my favour methinks! So I refused this generous offer, it's not the router it's their service into my property that's at fault so then the agent said they could do nothing else for me and suggested I buy extenders or ethernet links as they were providing me with the service promised the fact that I have no WiFi connection wasn't their fault I can't end the contract because it's quite new and would cost £100s to end. So I have invested in links to try and get internet around my house I've spoken to my neighbours who are not with Xln and they have no problems at all they a very fast WiFi connection with their providers and for much cheaper than this disgusting company charge I was totally duped by the original salesman and also not informed that vat would be charged on top of "bargain package" all other companies are inclusive of vat I am not a business so I cannot claim it back.
This company should be investigated for bad practice and misrepresentation and every other shady business practice they are inflicting on their customers there must be a body who control internet companies that we can complain to I am stuck with these rip off merchants for two years I the day I heard the name Xln Avoid Avoid Avoid

6 of 6 people found this review helpful.

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from Webplugs.net

Wednesday, May 30, 2018

Cannot wait for my contract to end.

This company has been charging for random things from day one - Phone bill rental increased from day one. Never asked for Business Assurance and was never told about it when I signed up. Got absolutely zero chance of getting a refund from these charlatans for being over charged.

And don't you dare cancel a Direct Debit or they'll proper sting you for it, charge for not using DD and also for failed receipts. Complete rip-off.

Finally, with just a few weeks till my contract ends, I asked how much they needed for me to end contract and they said £299.00, OMG how are they getting away with this?

10 of 10 people found this review helpful.

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from HALL

Thursday, May 10, 2018

The worst bunch of money grabbing sharlatons you've come across. Avoid avoid avoid!!!!

10 of 10 people found this review helpful.

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from Iron Press

Tuesday, May 8, 2018

Had nothing but problems with XLN after taking up a contract in January. The router is consistently faulty and our 'Broadband' is painfully slow and drops out 10-15 times a day. Customer service has been prompt but all 3 occasions to fix this have been clearly unsuccesful. I have never experienced such bad service since Virgin Media in the early days.

9 of 9 people found this review helpful.

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from Ks

Tuesday, May 1, 2018

£360 cancellation fee?! After adding a business insurance without my permission and it only covers one socket ?? they been charging me for 16 months and refuse to refund?! Didn’t mention anything about call recording on the phone, bill gone up to £40 a mouth from £28... they don’t even have a manager to speak to me... well good company

7 of 7 people found this review helpful.

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from Turco's Limited

Monday, April 16, 2018

I have had the misfortune of signing up with this company on two occasions. The first was due to their competitive prices. However, the routers they sent me (two) were both faulty. Their 'technical' department blamed everything apart from their cheap and nasty routers for the issues I was having with my broadband. I ended up buying my own router at a cost of £100 so that I could have a stable internet connection. I found a different provider once my contract was up for renewal but had their customer services call me to say they'd beat the quote and that I'd have my own personal account manager who would take care of any possible future issues.

As I had my own router already set up for my security cameras etc., I thought "ok, I'll give it another go". What a huge mistake! Within 4 months of my contract starting, they put their prices up to what they were before!

XLN are a total rip-off company.

PLEASE learn by mistakes and AVOID them at all costs. They are not cheap, their service sucks and they do not keep to their word.

10 of 10 people found this review helpful.

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from Eye vision

Wednesday, March 28, 2018

10 steps behind TALK TALK and BT.
Avoid at all
Costs! 3 months into the contract and I am planning on leaving and have been quoted £400! Biggest con artists and fraudsters. The sales rep are bunch of liers will say anything to get you signed on and there customer service is appalling! I was clearly told by the sales rep all U.K. mobile numbers are free which implies (Lyca numbers ) too as it is a U.K number!
I have been with TALK TALK for several years and they do not add extra charges to leech every penny out of you! They charge you for no caller ID which with talk talk and BT are free. They also charge you for calling Lyca mobile U.K. numbers whereas with TALK TALK and BT it is free. My average bill with talk talk was £30 whereas with XLN it’s £54!! For providing the same services! Also they have added an extra charge for insurance (few £!) without my permission few days ago whereas TALK TALK all breakdowns are free! Stay away as your bills will rise and rise with extra hidden charges! Please stay away from this fraudulent company I will be taking them to Court for misleading customers! Stay away! They are 10 steps behind other TALK TALK and BT.

14 of 14 people found this review helpful.

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from Northumberland Honey

Monday, March 26, 2018

Having to review here, as XLN had this review silenced on Trust Pilot, making up a nonsence story that we have multiple accounts writing multiple reviews, this is not the case. Simply see how many positive reviews of XLN there are on trust pilot! Something not right is going on!

In our experience of 18 months with them, they are a very bad company, they answer the phone quickly, but are absolutely not to be trusted, stay clear.

Had an email through saying our contract would go from £30 per month to £37.99 per month, this is part way through the contract.

When phoned up to ask why this is the case, we were simply told that they could change our payment amount on the contract as it was in their terms and conditions that they can charge what they like for the contract and they decided that the contract we were on was no longer available, despite signing upto the contract when we joined as a special offer for what we thought would be the entire period of the contract.

The only thing they could offer us was yet another charge for a card machine if we wanted a card machine with them. As if!

Businesses need certainty in regular payments, not make the price up as you go along and hope no one notices.

Needless to say we are now cancelled

AS AN UPDATE following our intial attempt to cancel

Trust pilot have now removed this review as XLN reported it, suggesting we have multiple accounts reviewing XLN, this is NOT the case. We have wasted enough of our time on this corrupt company and do not wish ourselves or anyone else to have to waste any of their time either.

It re-inforces how underhand the company is, having also just spoken to an agent at XLN again (following automated message bombardment advising they will be charging us £299 if we try to leave) the agent was very unhelpful, seemed disinterested in the conversation and would not committ to any contractual information or obligations. He could not even clarify when they would make the charge or how it would be collected.

Needless to say, it seems trust pilot cannot be relied upon to broadcast and manage genuine reviews

11 of 11 people found this review helpful.

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from Ne46

Friday, March 16, 2018

I just want to say I’m are Xln costmer for more than few years it’s about 1 year or more I have problems with my internet. At any time I call them there just say I’m sorry I’m sorry I’m sorry I’m sorry. But that sorry never do my job all the time xln put me down at my business I have to use my mobile phone internet must must of time and there charge me £33 every month only for internet. In end I like to say it’s very very bad service.

8 of 8 people found this review helpful.

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from Envy hair&beauty

Wednesday, March 14, 2018

Don't trust this company.
XLN has been nothing but a rip off and stress for me and my small business.
I wrote a review last year after being duped into entering into a new contract with them after they decided to change my contract mid way through my term. Apparently I had to enter into a new contract or face a £299 fee for leaving because I hadn't seen their email and responded within a 30 day period. The contract Id previously agreed in to was no longer going to be on the market and instead I had to enter into a more expensive contract (£10 pcm more for less privileges!) Bear in mind this was mid way through my contract and not near the end. In the end I had no choice but to take on another 12month contract to get a lesser price- still nowhere near the price I had initially agreed to in my first contract.
CHECK YOUR INVOICES! CHECK YOUR EMAILS! I run a small business alone, with income calls only and my invoices became more and more expensive for no reason. I queried these and was told they'd added on insurances and packages that they said would be better for me that I hadn't agreed to and that wasn't in my contract.

I write again as during this new contract, months in I received another email, no phone calls or letters only 1 email to declare that my contract was changing AGAIN to a far more expensive one and the one I'm in now would no longer be available. This time I phoned straight away and was advised that I could change supplier with no fee within 30 days which I was more than pleased to do! Once I had changed supplier I began to receive umpteen phonecalls and emails threating that I owed £299 for changing.
Called XLN and after many contradicting conversations and them shaming other companies to gain back my business, It was agreed that I was within my rights to leave.
I was lucky this time to have seen that 1 email theyd sent.
This is bad business practice, surely they wont get away with this for long!
Get out whilst you can or you'll be tied into contracts that don't suit you for a long time!

I will now most likely get the bog standard automated reply below to contact them regarding this issue...
After months on end of contacting them trying to get them to help a small business owner who's been massively let down by their company they failed to help or resolve any issue I had.

13 of 13 people found this review helpful.

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from Residential

Thursday, February 22, 2018

When we moved in to our rented accommodation we were told we had to pay £300 to cancel our Landlords XLN business broadband/telephone line, or take it up on a new residential contract. We could not afford to cancel so had no choice but to take up the new contract. Slow intermittent broadband was an understatement but what choice did we have?

We have now been told we have to leave from our home as our Landlady is selling it due to very ill health (currently having her heart operated on and due to be in hospital for at least a month if not more) Not only are we losing our home but work also due to having to relocate.

I contacted XLN today to explain that we have to move so could we please end our contract to be told yet again that we have to pay the £300 cancellation fee or for our Landlady to contact them to take the contract over as a new tenant....She is in hospital!!! I have been told that we have to provide an eviction notice dated and signed, which we do not have and can not get, and if, god forbid she does not make it after the operation, we are pretty much stuffed.

Customer service is obviously not a high priority for XLN.

8 of 8 people found this review helpful.

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from The Flag Inn

Thursday, February 15, 2018

This has got to be the worst provider ever. I took over a small business and these jokers are the company they used. I asked my previous supplier to take over the line and broadband but this company dug there heels in refusing to allow the line and number to be change they told me the only way I’m getting the same number would be to join them which I was not prepared to do so tried holding me to ransom.

The customer service is shocking constantly repeating myself. I spoke to Ofcom who advised me to make them aware they are breaking telecom rules and I just got laughed at.

Since then I have made a complaint to Ofcom and waiting to hear the outcome.

I would advise downloading an app to record any calls before speaking to them and make them aware they are being recorded you will be shocked the way they speak to you.

STAY AWAY FROM XLN


12 of 12 people found this review helpful.

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from Fervo Renewable Energy

Wednesday, December 20, 2017

Customer service is terrible. It takes at least 4 or 5 calls and complaints before anything is done. Many promises are made, but are totally meaningless.

14 of 14 people found this review helpful.

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from Alka International

Thursday, November 16, 2017

Apparently they sent me a letter that increased my charges. It is in their contract apparently that they can increase your charges by whatever they like and you have only 30 days from the time they tell you to do anything about. However the letter they send does not warn you about this. .
They increased my charges for a line by 35% and was stuck with them for another year. Finally leaving and out of contract they tried to scare with claims i owed them £299. With new provider going to be saving over £25 month and will be on fibre instead of normal broadband.

11 of 12 people found this review helpful.

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Wednesday, April 26, 2017

Been with Xln for close to a year, service was fine but router had to be reset regularly.
I decided to upgrade to fiber when it became available and here is where the troubles began.
Live date was on a Tuesday, no internet. Reported the fault and to be fair the guy was helpful. I had to report the fault again on Wednesday as the order was still live on the system and he could not physically input it onto the system. On Wednesday I reported the fault again and was told it would be 3 working days although to expect it sooner.
On Friday morning I get a text expecting the broadband to be fixed within 3 working days. I call to complain and the attitude could not of been different with the member of staff, arrogant and obviously on a mini power trip telling me that it is what it is.
Tried to speak to a manager but was refused in a nano second, said I would stay on hold but this was refused.
Now no internet, a key function for my business and days wasted getting the fault even reported.
I always believe you judge a business on how it treats you when you have a problem, XLN have been found to be seriously lacking and I would never recommend them to anyone.
Great when you pay your money each month but god help you when you have a problem, complete arrogance and customer failure.
Each and every person I have spoke to (except the first) has lied to me and given different information after each call.

Update: 10 days and still no internet!

Update: Now been told the ground needs to be dug up and earliest update is 7 days time. No explanation as to why every other business in the building still has internet. I asked to go to dial up or be let out of my contract but this has been refused.
XLN have no interest in what is best for my business, their sole interest seems to be profit. Fair enough they are a business but not very fair on me or my business! XLN are even lower in my already very poor opinion of them.

Apparently XLN have up to 3 months where they don't have to supply me with broadband before I can cancel. For anybody thinking of joining this is a very important term and condition that I think everyone should be aware of. It is interesting the terms and conditions they inform you of when you have a problem.

Latest update:
I made an offer of £200 to XLN to leave my contract as a gesture of goodwill, especially seeing as no service has been provided.
Rohit from complaints has called me today (I have had a few conversations with him) and said no charges will be applied if I edit/remove this review! It is good to know that XLN are bribing customers to keep their reviews artificially high!!
I have requested a copy of the phone call and will be posting a link. XLN are sinking even further into the gutter!!

15 of 15 people found this review helpful.

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Tuesday, August 20, 2013

We have 8 lines with this company, 8 business lines.
All 8 of them have been out of action since Saturday.
We have made more than 20 phonecalls to XLN telecom and still the lines have not been repaired.
To make things even worse, every time we call them we 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.
We have contacted BT to move the 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 we have ever been unlucky enough to deal with. We thought we were saving a couple of quid a month on each line by switching but they have now destroyed our business and really dont know if we will ever recover our lost customers. Imagine 8 lines all out of order for 4 days now and still out of action.

20 of 22 people found this review helpful.

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This page was last updated 13 November 2018 10:37