XLN Telecom Home Broadband Reviews
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving.
Below are all the reviews we've received for XLN Telecom.
How XLN Telecom compares:
- Weaker Satisfaction
- Weaker Speed
- Weaker Service
- Weaker Reliability
See which providers rate better than XLN Telecom:
Ratings league rankings
Ratings league rankings
Recent customer ratings for XLN Telecom
Based on 100170 customer ratings since May 2020April 2016 ()
Satisfaction
1.11 stars
1.08 stars
Customer Service
1.2 stars
1.15 stars
Speed
1.53 stars
1.43 stars
Reliability
1.52 stars
1.37 stars
- Read our XLN Telecom buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of XLN Telecom
181 Customer Reviews over pages
Reviewer
Karwan
Location
Nottingham
Date
06/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Reviewer
Jen
Location
Kent
Date
11/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Zero is the only option for me to rate this rubbish company. Wanted to charge £600 for early termination fees, what a joke? Didn’t provide the promised speed and just risen the price with no reason, how could they still existing?
Please just get away from XLN, it’s my worst choice in my life.
Reviewer
Artur
Location
London
Date
27/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever. Don't trust them and never sign any agreement. Under agreement they can change the charges as they want. Then by some magic your bill is double just after few months of contract.
Reviewer
Sohail Ahmed
Location
West Yorkshire
Date
23/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I'm totally disappointed with this company very bad customer services i highly recommended to peoples never ever go with this XLN .one of the worst telecom company in the UK
Reviewer
Heather
Location
Kent
Date
30/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
NEVER NEVER USE THIS COMPANY.
They cold called me and signed me into contract promising me so much but when it came to using internet it was not connected for over three days and when running a business this is no good. This put me off moving to someone else so stayed with them with the increases in charges being added. The contract came to an end so decided it was time to get out which again was not an easy task they delayed signing over the numbers to my new provider and now they are trying to get more money from me after the service has been finished and threatening me to take me to court for the unpaid invoice which is not due.
Reviewer
Chris
Location
Whitby
Date
23/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very Poor Customer Service
If they aren't selling you something they aren't interested and choose not to day anything. You can tell this by the staffs attitude when you speak to them.
Takes ages to get through to them as well.
Definitely one to avoid even if you have to pay a little more elsewhere will be worth it in the long run.
Reviewer
James
Location
Merseyside
Date
15/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
There is nearly always an upsell on every bill. Getting through on the phone is impossible and when you complain about the upsell ....... don't expect and answer.
Reviewer
Omar
Location
Birmingham
Date
15/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I never write reviews, but this company is a absolute joke and a time waster. I've been chasing them up for 3 months!!!!
I've moved over next door and they're incompetant to sort this out. I've called in for over 20 hours now and ive got no resolve.
I've had conflicting responses from we can't do anything, to being promised internet would be active within 10 days! Only to reverse this decision 2 weeks later.
I'm a running business and i can't even operate properly at my unit due to my molbile phone having 1 bar signal and having to tether it everyday due to xln not being able to resolve this.
I will be writing reviews on every site i know just to make sure people are aware of this company's downfall.
Honestly stay away and go to someone more reputable.
Reviewer
Colin
Location
County Durham
Date
13/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute disgrace of a company! Avoid at all costs as it will cost your business. Customer service & support just tells you a load of lies!
My business has lost loads of money through this broadband provider.
I’m currently going through telecom ombudsman to sort this out.
AVOID GO WITH SOMEONE ELSE!!!!!
Reviewer
Classic Scooter Company
Location
Birmingham
Date
19/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
AVOID! Over 5 weeks without a phone line since joining, if you're lucky to get answered on the phone they transfer you to an unanswered phone line. No reply on Twitter, email tells you to use web chat where a robot tells you nobody is available. My last provider tells me they marked the job as complete and closed the account. XLN may have permanently lost my business number which will cost thousands in signage replacement alone.
Reviewer
Tim
Location
Cheshire
Date
04/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible company to do business with - stay away and protect yourselves and business from these imbeciles. Loaded with hidden charges, sent me lots of things and added services I didn’t ask for then charged me !! Worse still through error of their own admission they cut my line and broadband for three weeks over the Christmas period- my small shop and finances have greatly suffered as a result. I’ve wasted so many hours trying to get this sorted, really frustrating and annoying how they take hours to answer the phone but then they never really help you anyway just fob you off.. totally unacceptable service they should be shut down they’re a serious liability to small businesses and shouldn’t be allowed to operate. I’m taking my complaint to the Ombudsman as I recommend others should do as they really need a serious kick up the arse !!
Reviewer
cardiff seed bank
Location
Cardiff
Date
02/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately you cannot do zero stars. This company wants me to pay the cancellation of £100 for a service I did not even receive. I'm still waiting for the modem to turn up. After waiting over 25 days. I called ask them what is going on they told me my broadband has been cancelled but the phone line is live. I explained that this is not what I ordered and I want to cancel as I have not received anything or use any of the services. The best they could do was to slap me with a £100 cancellation fee I wish I read these reviews before hopefully this review stops someone using their service and they will lose more than the hundred pound they just stole off of me for absolutely no service whatsoever avoid avoid avoid
Reviewer
Istiklal erkilic
Location
Fy16dj
Date
26/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really bad serves and liers all
Reviewer
Greg griffiths
Location
Cornwall
Date
06/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company, bad WiFi, impossible to speak to anyone and getting overcharged constantly
AVOID
Reviewer
Duane
Location
Leeds
Date
01/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
cannot get through to faults. waited over an hour on many occasions on the phone with no answer. Live chat missing from their web site, fault logs reported through their very own system are never aknowleged or actioned. i cancelled the dd and sent email to their address onsite which after 3 auto attempts could not be delivered with message ( service at xlntelecom.com
host xlntelecom.com [83.231.163.3]
No action is required on your part. Delivery attempts will continue for some time, and this warning may be repeated at intervals if the message remains undelivered. Eventually the mail delivery software will give up, and when that happens, the message will be returned to you.
).
i have now been forced to move to another supplier and xln still insist on sending me bills even though i mailed them and sent messages through their faults system telling them to cancell my account with immediate effect. DO NOT GO WITH THIS COMPANY IF YOU NEED A RELIABLE SERVICE AND GOOD CUSTOMER SERVICE !!!!
i would also like to add if you voice your honest true opinion on the social media and they dont like it they ban you and delete all the comments. i have noticed lots of comments have vanished from their FB Feed including all of mine. so it seems someone does actually read the comment but cannot be bothered to handle them in a proper manner just delete us and carry on ripping people off.
Date of experience: 01 October 2023
Reviewer
John Hammond
Location
Harlow
Date
29/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service out do not use very poor call centre over 60 minutes on hold to speak to any one . trying to canel my order now been holding 112 minutes and counting
Reviewer
G&B Accident Repair Centre
Location
GLASGOW
Date
24/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company I've ever had the displeasure in being associated with.
XLN owned by Daisy have.made a total balls up of my business account.
This incompetent company has taken 8 weeks to port my business Landline and still can't get it right, now XLN have banned me from their Facebook page
Reviewer
adam
Location
Eccles
Date
20/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Shocking service. Asked for Static IP, NOT HAPPENDED. Several call's on hold for 25 - 45 mins, still not happened and now they have changed company names and think its ok to take Direct debit in a different company - which is breach of DD guarantee. Wouldn’t trust this company, no way
Reviewer
Niall cowan
Location
Dumfries
Date
15/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only 1 star because I couldn't give no stars....currently going to ombudsman...if anyone is stupid enough to consider going with XLN or DAISY please feel free to email on [email protected] and I will give you honest reason to run a mile....waits of an hour to get connected to an operator...calls cut off...no call backs...abusive employees...over charging...the list is endless!
Reviewer
Agnieszka Romanowska
Location
BRIGHTON
Date
24/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very bad custom service ,im having grey hair from the strees what they give me
Reviewer
Prashant
Location
London
Date
06/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with XLN for last 11 years and hence shocked to get the service and treatment by the supposedly Head of Customer Loyalty.
Below is my email to them which pretty much sums up my experience with them -
"I have already spoken to you yesterday regarding this contract. I have spend half of my day trying to fix an internet issue I have was having with XLN and was informed by advisor that he can offer me wireless 4G dongle at reduced price which effectively will reduce my tariff each month and then the phone was passed over to you after which we went through the super-quick T&C’s trick.
I was surprised to see your contract email of £42.99 pm followed by advisor's email with another £29.99 pm for 4G dongle which is NOT what we had agreed. Also you confirmed that if we remove the 4G dongle from the package, there wouldn’t be any difference to the existing router or inter connectivity which basically defies the reason I got in touch in the first place. You were also not aware of advisor's 4G £29.99 package at this point so clearly there wasn’t any clear communication between you two. He was trying to sell his product and you were doing the same. Within minutes I was mislead into buying 2 contracts and my tariff increased significantly. Why would I proceed with another contract with no difference to the current one when I am already having some internet issues and problems?
After speaking to advisor who strangely had a totally different tone and was not friendly during our second conversation, after talking to him about my concerns I was more surprised that my monthly bill will actually increase to more than £100 if I went ahead with the proposed contract. Advisor also confirmed he does not know my current tariff and was not aware of £20 that I pay for using the card machine. If he was not aware of my current tariff and price then how did he propose savings to me in the first place. Also when asked him to contact you to cancel both contracts, he denied doing this saying he doesn’t know where you were and I should call you to which I strongly objected as it was him who transferred my call to you.
Anyways, I would like both my contracts to cancel with immediate effect as I believe you both have provided wrong information to me including convincing me that I will be saving each month but the fact is that I will be paying more than my current tariff. The other reason is the way both of you changing your tone in your 1st and 2nd call. I did not find you were trying to help but rather upset when I decided not to proceed.
I would rather pass my business to some company who cares for their customers. Advisor has confirmed my 4G dongle contract has been cancelled and if you could do the same as well".
Reviewer
Alison J
Location
Newport
Date
28/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE THIS COMPANY ... THERE WOULD ONLY BE ONE REVIEW FOR THIS COMPANY .... ZERO.
Their so called technicians (call centre staff reading from their pre-printed replies) are rude, unprofessional and have no knowledge of how to rectify any fault - we had several during our contract. With continued broadband issues from week 1, numerous difficulties getting through to the call centre (approx hour wait on each call), then a further hour unplugging cables and plugging them back in again, then saying someone would contact us that day (no call but sent a "new router"), 5 "new" routers later, and the last straw being left with no broadband for over 5 days to then be informed we didn't have "priorty maintenance" cover in our business agreement, we instantly paid more for this essential service as we felt we had no option but then again had 8 further days without internet. We had no alternative but to connect with another company as our business was already losing hundreds of pounds per day. They are now trying to charge us over £600 for breaching our contract. What contract would that be then, the one that they never adhered to!!!! Perhaps they would like to pay us for our loss of business?????
Reviewer
Khan
Location
Larkhall
Date
05/09/2023
Ratings
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Very poor customer support and service, once a fault develops, all you get is false promises and lies. Stay away from XLN telecom
Reviewer
Dylan
Location
Wigan
Date
11/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service avoid!!!
Sold an internet and cloud voice system internet was so slow the cloud voice system didn’t work properly, internet constant dropping off so couldn’t take card payments and cloud voice system was unusable, constantly complained and got told wrong information over the phone each time, no accountability at all. Switched to BT because of the poor service then got told I had to pay cancellation fees because the internet and cloud voice system both provided by XLN where different contracts so it wasn’t there fault there internet is rubbish.
Avoid just go with BT same service cheaper and better customer service
Reviewer
Cat
Location
Edinburgh
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I just received an email from debs collection company for the invoice I have never receive from XLN and the amount is hornets. If they will not stop this circus we are going to take action against them for business damage and that will be much bigger amount then your invoice as your services are not worth any money.
Reviewer
tim
Location
kingsbridge devon
Date
11/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
keep away from this co,
a bunch of crooks
Reviewer
Kkkk
Location
Birmingham
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is being kind. This company will make up the charges and charge your account whatever they like. Send abusive sales staff, claim one thing and do another. really awful and overpriced.
Reviewer
Blidworth e
Location
MANSFIELD
Date
26/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Do not go near this company their customer service is shocking. Altered my contact they cancelled my business phone line by mistake lost the number told me I'd have to have a new number... Got to change business cards, signage, 100s of customers
14 days without a phone line and still waiting....
KEEP AWAY THIS COMPANY ARE SLOWLY KILLING ME BUSINESS...
I'm a little village shop (sole trader) I can't believe this could finish me...
Reviewer
Muslum Cagatay
Location
Doncaster
Date
05/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I could give 0 review. This company is rip off, they are liars and pull out money from peoples account with no permission then make up lies saying they would pay it back and never do. I will take action to solve this issue myself. I have never seen a terrible company like this who steals from people and breaks their original contract. Never gonna use this company again even if it’s free because it’s terrible. Hope everyone is aware.
Reviewer
M. Hall
Location
Newcastle upon Tyne
Date
03/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Comments:
Shocking service!
My friend, a small business owner switched to this company from Virgin, and has been left with no landline and no broadband at all for his business. Various people have promised him at various times they'll contact him at a certain time to sort things, and each time no call.
He is left stranded with no way for his clients to contact him at his salon.
XLN appear to be taking the Mick and need to either pull their socks up or be reported for failing to provide a service.
Reviewer
David Gilmartin
Location
WARRINGTON
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They are simply add costs to your bill that you havent agreed,and wont credit them back.
Reviewer
Dr David Quinn
Location
Hampshire
Date
16/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst mistake in having anything to do with XLN in 45 years of business. Was cold called and persuaded to join up with all kinds of promises which never materialised. Joined 14th July 2022. Took 3 attempts to get me attached to fibre one of the main reasons to join. Waited in from 8am to 6pm on all 3 days. No reasons excuses or apology given.
Had changed my land line my internet and two mobiles over to them. They sent me 2 SIM cards on 10 ,yes 10, different occasions and none of them worked. They even on 2 other occasions sent envelopes supposedly containing 2 SIM cards with nothing enclosed.
Eventually when they connected me up the mobiles would work nowhere except in the room where the Hub was.
I told them by phone and by e-mail literally dozens of times that I was leaving. They tried in every way to prevent me doing so. I finally got free from them on the 24th October 2022 but it took until today the 16th Jan 2023 to get my land line number released to BT from XLN which was essential to my business .At one stage they said they would not release the number because it was legally theirs now and not mine.
To top it all last Friday I got a demand for £1096.00
as a penalty for leaving my contract early, despite having told them in Early August that I was terminating my association with them. They are a terrible organisation and destroyed my business.
I have reported them to the Telecommunications Ombudsman. Avoid this company at all costs
DR D J Quinn
Reviewer
Nader
Location
Queensnury
Date
17/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Was informed by email and a call that I had asked to switch my provider, immediately rang and emailed them and told them I had never asked to switch and there must be a mistake, so they said they will put a block on my number so no one can ever ask to switch providers except myself and was told because I have been with them for a long time and I was paying too much they arranged a new contract for me, asked them is all ok now, I am not going to be cut off am I, I was told don’t worry all is sorted now, two weeks later my service is suspended, after numerous calls and different reasons, eventually they tell me yes your service was suspended by mistake and it will be two weeks before they restore it!! A business who relies on a lot of online orders and use a card reader machine I have been left with no internet on the busiest time of the year. After numerous calls so far after one week I have received a text saying your order is being processed!!! Have left me in deep mess and have done absolutely nothing to sort the situation out, except saying I understand,and I am sorry!!
Absolutely unbelievable!!
Reviewer
Tahir
Location
Bradford
Date
10/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My friends just stay away from this company.they are not good people to deal.blackmailing shambolic service.
There is no customer service concept.they don’t care about your business.they just rip you off.
Reviewer
Mohammed
Location
Bristol
Date
03/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have to wait 10 hours to acknowledge my broadband fault with XLN technical team! My Restaurant has been closed because of their Internet failure.
Technical support team called Alex test the line after 12 hours few times and said couldn’t fix and can’t transfer the fault to the Bt open-ranch, after 13 hours they are asking me to send images of all of wiring’s and router!! Ah another day I can’t open my business! what a shame! Without giving a service XLN taking money for the internet . Anyone of this company call me to explain what is going on and why you’re scamming people
Reviewer
Kawser M
Location
Sheffield
Date
01/12/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Awful customer service from the Sheffield office. Very rude and dismissive. Currently out of contract and the customer service team have not been up to par. The broadband itself is slow but reliable.
Reviewer
Nick Wolstenholme
Location
London
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Be careful with XLN. They have a nasty habit of putting up their bills without any warning, and when you complain there is no accountability whatsoever.
Reviewer
Feige
Location
London
Date
27/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever had a lot of issues with the Internet most times I Didn't have good connection, they never fixed it, and the customer service bashed down the phone on me.
Reviewer
Vic
Location
Wigan
Date
23/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Tie u in gud deal 3 month later BIG mystery price rise...spk supervisor apologise add loads of freebies and reduce rates 3 months later same process then out of contract price apears with freebies at full charges....THESE LOT R THIEVES LIARS AND VAGABONDS KILLERS OF THE SMALL ENTERPRISES...SAVE UR MONEY LEAVE NOW
Reviewer
Mark Saunders
Location
Coppull, Chorley
Date
21/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very very disappointing service. Talked a good talk to sign us up, but very very poor broadband connection, well short of what we had previously with PlusNet. We were promised superfast within 24 hours, but 5 days later, a poor broadband offering. Would definitely not have used XLN if we'd know how poor the service was.
UPDATE: 6 weeks on and still appalling broadband service. XLN have two speeds at doing anything....dead slow & stop. Avoid this company at ALL costs.
FURTHER UPDATE: Told today we are being upgraded to Superfast Broadband, but, its going to take TWO MORE WEEKS. That's EIGHT WEEKS to achieve what we've wanted from day one! Unbelievably pathetic
Reviewer
Samantha armstrong
Location
Derbyshire
Date
03/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve now had no internet or broadband for four weeks! When it worked it’s o.5.
We were promised fibre broadband and a speed better than BT who I cancelled.
My business has suffered.
I have been billed £197 from bt ( XLN said would cover any costs and easy switch)
My mobile is still being charged by EE.
My kids can’t get any TV, broadband. Or phone signal. No homework can be done. It’s been half term with 4 kids fighting over no internet.
XLN said they had to listen to the original phone call. When I have a e-Mail with the contract and terms and conditions.
I’ve said I want to cancel and they said you can’t unless it’s 14 days BEFORE THE CONTRACT STARTS! wtaf
Reviewer
Andy Read
Location
Devon
Date
25/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful, we cancelled back in August (out of contract). I phoned in early October to confirm nothing to be paid and they confirmed only £1.25. I offered to pay it as the DD had been cancelled, they said no, refused to take payment and said the DD was still set up. I confirmed that it wasn't, but they wouldn't accept that. 20 days later we get an invoice for £22.79...mostly for a failed DD charge. I called them and after 25 mins of messing about all but £1.25 was credited. Now paid but I feel like they may go on sending invoices, this all felt like it was on purpose to charge more ongoing.
Reviewer
Amin
Location
Harrow
Date
13/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not recommend xln scam
Reviewer
Adan Yusuf Qanyare
Location
Birmingham
Date
26/09/2022
Comments:
DEAR ALL CUSTOMERS
My name Adan,
I Would give 0 stars.
So at first, it took them about 4 months and 11 days to have the line installed.
10/05/2022 should be that date on landline and broadband live.
I used to pay monthly direct debit without any service though I have never missed a single bill, xln is the worst company ever I dealt with.
21/09/22 the day they send the engineer.
The engineer was shocked and I asked why? the engineer replied never done the installation, how dare xln never fulfil their word.
I believe I took the wrong decision when I choose the xln as our business telephone and broadband provider,
I as a company director did complain but always negative answers.
However, i would advise that customer who wants to join this network, to be careful its the worst company.
Furthermore please do not hesitate to contact me.
Adan Qanyare
ALAMANAH TRAVEL LTD.
Date of experience: 21 September 2022
Reviewer
claire
Location
north yorks
Date
08/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst company Ive ever dealt with. Bills around 5x what was quoted. Horrendous service, the worst internet Ive ever had and they lie all the time. Left us with no internet on transfer for 2 weeks. Asked for a deadlock letter, despite phoning again 5 times - still never sent after 3 months- Just a method to delay us leaving & raising a complaint & then charged £600 to cancel a service I never ordered. Complete scammers- avoid at all costs.
Reviewer
Masood
Location
Birmingham
Date
15/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst companies I have dealt with.
They say one thing and do completely different things once you're in contract with them.
Reviewer
Victoria
Location
North Devon
Date
12/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer in many locations and premises for six years . Initially my experience has been okay I was a fairly satisfied customer . A few hiccups here and there but nothing that couldn’t be sorted out . I suspect properly due to the takeover from Daisey communications this is now a shambles . I have given up with them after nearly a year of horrendous customer services being lied to overcharged and very unprofessional. No apology for my loss of custom or security down to the continued incompetence. From what I can say they have not signed up to the communications ombudsman scheme . i wonder why! Sort it out XLN
Reviewer
Ben
Location
Manchester
Date
12/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE THESE GUYS! Had them in a vape shop i worked in, couldnt even load facebook with the speeds they provided. Now I work in a phone shop, and theyve rang everyday for 2 weeks straight trying to get us to buy their broadband, weve told them everyday were not interested and they still keep calling.
Reviewer
Darren
Location
East yorkshire
Date
09/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor desperate company issuing threats and massive bills on termination of contract even cancelled our new one with talk talk Doubled price
Stay clear of this very unprofessional company
Reviewer
Serkan
Location
Cambridge
Date
28/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please !! Avoid they are really professional scummers
Never ever believe words they are saying
They are misled to sell do everything to take your money and your time
Reviewer
Chris
Location
Somerset
Date
19/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have had an awful experience in the years I have been a customer. I have tried to leave but the penalties are prohibitively extortionate. When I have finally been out of contract they make leaving difficult by stalling the new provider and saying I will loose my phone number. Then they get the hard nosed sales people to pressure sell an apparently better deal for one year - but read the small print. Too late I found it was two years and the price more than doubled in year two. More than twice what I would pay with another provider for a one year contract. When my current contract (I was conned into) expires no way will I stay whatever they try. Avoid this company at all costs - or it will cost you dear.
Reviewer
John Tullett
Location
South London and Hampshire
Date
25/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since taking over our lines we have continually struggled with the internet connection being too slow to use, upload is needed for online programmes such as accounts for HMRC MTD and we have speeds of 0.02Mb/s very often. Finally we installed a 4G router and pay for this in addition, no longer using but still paying for XLN. Analogue telephones OK but they are BT anyway. Customer services are not, they are simply an answering service (may be in house) that then cannot connect you to your destination in the company. This is as close to a scam as I have ever encountered and now face battles over extortionate exit fees made necessary by the poor service.
Reviewer
The Yard spice
Location
12 market street
Date
17/04/2022
Comments:
Very Very disappointed my phone line is not working due to technical faults xln hasn't made any effort to solve the issue..also they did not transfer my diversion like they said..I'm losing a lot of business please don't sign with xln,anyone who has information about componsate my lose please leave a message thank you
Reviewer
Azad Mohammed
Location
Morecambe
Date
15/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed with XLN , couple of times having issues with broadband and phone line. Taking ages to fix the problem, cancelling already arranged appointments multiple times. Leaving my business days and day with no service, which reflects on my customers. Totally disappointed. Not happy at all . It’s their fault
Reviewer
Azad
Location
Morecambe
Date
14/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed with XLN .Not reliable at all very often having issue with broadband and phone line .Taking ages to fix the problem not coming on our arranged appointments . Leaving me days and days without connection. With no any shame charging those expensive prices but I can’t even use their service. So disappointed I don’t recommend it
Reviewer
Mark
Location
Blackpool
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rated 1 out of 5 stars
Just now
Didn't connect me up
Didn't connect me up, ripped me off, sent me a bill of 180 pound for 2 months bills even though I've never used the company, taken money out my bank and denying there have done it and sending more bills, ridiculous, needs sorting and fast, cancled my prior supplier and also got a bill of 754 pounds on top, and I have never used the services don't be conned
Reviewer
Kevin
Location
Clydebank
Date
28/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrific company stay away!
Reviewer
Mark H
Location
Odiham
Date
25/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our company was with XLN until recently. We had a loss of broadband and therefore sales for about 10 days due to an admin error at their end. Extremely hard to get out of their contract despite following the terms they had sent us. They word everything in such a way that it is misleading to the customer to tie you into their services and make it hard to leave. They claim to be there for small businesses but they are just out for what money they can get out of you. Avoid at all costs.
Reviewer
Sharon
Location
Bewdley
Date
06/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Needs to be an option for zero rating. I work for a charity. Had contract with XLN had problems with broadband which were reported but not resolved, got a better deal with Sky (XLN £68 per line Sky £27.50 plus 4G back up) was out of contract so agreed to move to Sky. Usual communication followed, switch over planned 15th Dec.
6th Dec received very aggressive hard sell railroading call from XLN whilst I was driving. Felt uncomfortable, felt bullied but was offering a saving which as a charity we have to accept. Also new line to be put in on 21st December to resolve the problem of dipping WiFi. As a charity we are very busy at Xmas time so just agreed to get her off the phone. Rang Sky explained better deal but sky explained their £27.50 was for both lines not each. So straight back to XLN, the same day to say we would be moving to Sky. XLN then blocked sky’s requests 4 times. But acknowledged our not going with them by cancelling the new line in. Sky then put in our new line in as planned but XLN state they do no allow a cooling off period and in agreeing by phone to new rates I had also agreed that they could automatically block any attempt to move elsewhere within 90 days. This is there policy. XLN now want £419 for us to move becus they say we are in contract despite us saying not on the same day and with us emailing the day after and 4 times since. Dreadful company. Aggressive, extortionists preying on our small charity
Reviewer
Noddy
Location
Liverpool
Date
26/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a total disgrace and stay away from their services. having reported to Ofcom today and have issued a ccj for monies for cancellation fees. STAY AWAy FROM THIS COMpANY>>
Reviewer
Victor Lazaris
Location
Horley
Date
23/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever. Started nice, then added fees whenever they liked to “improve” services and even when I declared I didn’t need them they denied to reduce fees. Every year the cost would climb tremendously even at first they said that they would lock prices. Bad internet service and they kept ringing to add services.
I wish someone stops this company from getting other people’s money.
Reviewer
DAVID DOWNING
Location
WILLENHALL
Date
22/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I was told that it would be a straight swop over from Talk Talk to XLN. If only that was the case. I was more than happy with TalkTalk but the gentleman who called at our premises instisted that it was all exactly the same as TalkTalk but cheaper....so I changed. It was a bad choice, Engineers sent down, without broadband and phone for over a week and as they messed up the phone lines now saddled with an NGN charge and they have just added a Business surcharge on to cover costs if line goes down. I am having that taken off the bill and will be returning to TalkTalk as soon as this contract is up. Steer Clear of them, it really is not worth it for all the disruption and ends up being dearer in the end. Although I have to add that whenever I have phoned up customer services they have always been professional and helpful
Reviewer
Brian
Location
Edinburgh
Date
29/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Had them for 1 year and they keep trying to ad more sevices, I didnt notice so they caught me out!
After 1 year contact was up I changed to NOW which was half the price of XLN.
Then they said I needed to pay £299 as I am cancelling 5 days early!!! Unbelievable. How they can get away with this I do not understand. Has no one reported then to Ofcom?
Reviewer
ashley
Location
kent
Date
23/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
can only say they are scammers but do it in a way thats legal. lock you in to 2 year contracts without you knowing. when you leave they still send invoices although the account has been terminated. also heavey fines if you try to leave whilst in contract.do not use these scammers!!!
Reviewer
Sophie
Location
Isles of Scilly
Date
22/10/2021
Ratings
Satisfaction
1.00 stars
Comments:
If I could give zero stars I would.
Since joining XLN we have had one problem after another.
The communication between members of the company is non existent and they seem completely incapable of making a record of what has been discussed. I would advise getting everything in writing, though apparently when I asked for proof of payment through email I was told that they were unable to send me an email to confirm the payment. Ridiculous.
We have been sent final demands for payments we were unaware of.
They have tried to make us pay for a service we haven't even had.
Make us pay nearly £500 in fees for leaving them when the reason we were leaving was because they couldn't offer us a service otherwise we would have stayed.
Money grabbing and don't care about the customer. The service we have received is shocking.
I am hoping we have finally seen the back of them.
Reviewer
Vikram
Location
Sidcup
Date
18/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
will nevar used this service again it has been 11 days without broadband and line and still don’t don’t when they fix external issues and keep lying everyday. Not transparent and not helpful
Reviewer
Khaled
Location
Eastbourne
Date
15/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst ever, I cancelled the engineer fees as I felt it is unnecessary, then they stopped the service a week after and sent an engineer then requested a £120 charge as a punishment.
Avoid Avoid Avoid ... they are dodgee
Reviewer
Leandro
Location
Lincolnshire
Date
14/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
MORE CHARGES AVOID AVOID AVOID......
Their tactics to keep you is to bring high charges to scare you to leave, is nothing about small business company as they promote themselves, I hate doing reviews but unfortunately the truth is they deserve it.
Reviewer
Leandro
Location
Date
06/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
THINK BEFORE YOU SIGN UP......
Once you're using their services you can't cancel without big cancelation charges than your full contract left to pay like £499 + vat before the end of the contract, they renewed our contract and from 2 x bills that supposed to be £27 + vat each they managed to bill us £129 and didn't fix it and we didn't have another option than pay for it, otherwise we would face more charges, terrible company, no respect to their customers and sent letters with large figures to scare people to leave, avoid them, would give them 0 star if possible.
Reviewer
alan norman
Location
ellesmere port
Date
21/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
could not fullfil the order so i canceled then got hounded with letters and emails saying that i owed them money for a service they could not provide stay away bad service delays fater delays after delays and still charge you even after you cancel your service
Reviewer
Adrian
Location
Kent
Date
20/09/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Comments:
Average service, speed of the line could be improved, BUT watch out for their HIDDEN charges...
Reviewer
Nemat
Location
Erdington Birmingham
Date
25/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are the biggest scammers in Uk they put your bills higher but they don’t tell you and if you try to cancel the contract you end up paying a lot even if your contract expires they find another way to bill you
Reviewer
C Wright
Location
Cornwall
Date
11/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
My main complaint with this company is that they will automatically upgrade your account to a more expensive option. You generally receive a letter saying what they are going to do, then if you do nothing the upgrade is then applied. This has happened with a telephone line insurance and a change of tariff. You then have to call the company and go through a series of hoops as to why you should have the product, before they finally withdrawal the service. Then after a couple of months they 'accidently' reapply the extra charges, and you have to then ring them and go through everything again in order to get the extra feature cancelled.
As a business customer you do not have the same rights as a domestic customer. Please think carefully about using this company, they will turn out to be as expensive or more expensive as the big company (BT).
Reviewer
Benji
Location
Leicester
Date
04/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
An absolute joke. Broadband cuts out constantly (not a problem with previous supplier). Range from router is easily only half the only router. Then after a couple of months they increased the price. Not because of inflation, but because they felt they needed to in order to keep my personal data safe. Utter horse doo doo.
Reviewer
Stefan
Location
Stroud
Date
23/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay well clear
I never had an experience like this. XLN tried to pull one over on me.
It all started really well got a call with the sales pitch. At the time I just newly signed up with EE for £27 so was still able to cancel. The sales lady quoted something £25 so I asked directly is that including VAT other wise it wouldn’t make much sense to swap. She said “oh yes we include that as well as we want you to safe” went through all the usual other stuff to agree on it and that was it. Great I thought. Wrong!! Eventually I get my first invoice stating £29.95. Never received any cataracts per email as somehow they took it down wrong. Later I would request any correspondence I didn’t receive but got nothing. So anyway since this is first time I see the higher price I started my complaint process from then. This would be held against me at a later day as if I agreed to the written contract that I never received.
The complaint process was long and tedious at beginning I was doubting myself to a point that I accepted I misheard and now have to pay £29.95. Only because they couldn’t get my broadband or phone going for over month did I try to get out the contract which led down the route of eventually asking for the sales recording to see if it was indeed miss sold. They wouldn’t accept a cancellation on the basis of broadband not working they insisted the phone was which is the full £29.95 while broad band is just a free extra..can you believe that. I couldn’t confirm at the time as I don’t use a landline only after a month I finally borrowed a neighbours phone find out it wasn’t working either. Would they let me out the contract? No! In there own Terms and condition under broadband activation, where most providers give you some sort of discount if it not live within a few days, XLN boldly proclaims in can take up to 14 days but “TIME IS NOT OF THE ESSENCE”. A business broadband provider, writing that!! I didn’t know if I should laugh or cry. Anyway many many phone calls later I finally got the recording which they insisted shows me agreeing to £29.95 which it clearly doesn’t they still would let me go. I spoke to some right sleazy people insisting I should know better despite the recording. “Its business of course you charge VAT”. In the midst of all this the broadband actually went live and I go now charged…not nothing as earlier now its £15 and would later become £19 I am still not clear where I paid for was anyway I know I paid at least 2 month £29.95 and 1 of those was service less. Now finally they let me grafter I told them “let me be the one customer you cannot satisfy it happens and its clearly not working for us” they agreed. Great! So I thought. A month later I get another bill. I queried and they said no that’s fine it being credited or whatever, I don’t have to pay anything its all done and dusted. Great! So I thought! Next month I got another bill. I might have ignored that one as the latest one I got had a overall total of £68.27 on it with part of it being written off. Me on the phone again. This time I got a particular sneaky one one who insisted I agreed on the recording to £29.95 and on the system it says that as well. We got in an argument and he eventually agreed to listen to the recording. Came back on after only 5min, the recording is 16min long. And told me he heard me agreeing to £29.95. I said absolutely not. He insisted effectively gaslighting me as I couldn’t find the recording to listen to it while he was to jog my memory. After the call I did though and the sales agreement was around the 3min mark and there was no other moment in the recording where any other price but the £25incl. Was mentioned. So he lied he even said he listened to it with a few of his colleagues. I am so glad I made it a habit to record all conversation with XLN. So at the end of all this there is apparently still a sum of £19.27 outstanding god knows for what. They say for the services I had which I thought I paid so I leave it for now. If anything they owe me money for my time to got through all this garbage. If £29.95 is what you agreed good for you. Oh did I mention that this was for a home office so come 6pm they would throttle my broadband to a measly 2mbit? Yeah i guess that works for brick and mortar, they knew its my home address. Useless!!!
Reviewer
Jerry Ashton
Location
Wilts
Date
25/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Technically fine but really p*ssed me off with weekly sales calls. Also no visibility of service/bills etc and to cap it all the out of contract threats. And post contract price hike.
Back to BT who were badmouthed by their agents
Reviewer
Hany
Location
dereham
Date
24/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor customer service, They trap customers in a contract with a huge penalty £300 so you can't leave them. They use that to bully you even after the contract is finished and made a new deal with a different company still getting threatening recorded messages of penalty payments as if I am dealing with a criminal gang not a decent fair business. I called them and confronted their customer service who didn't know what to say but I am not impressed and would complain to off com.
Reviewer
Nawaz
Location
Stoke on trent
Date
06/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worse ever service I received ..we as retail company have to serve customer every single minute and need internet on go..at time of getting XLN sales person assured me that it would be smooth change and ther will be no interruption to our network..I keep asking them let me know if I need to do any arrangements for switch over but she said no no no worries everything will be sorted and now as we struggling to get connected they keep asking all security questions again n. Again regardless understanding our situation we loose 1000s m they keep saying if engineer cm they will charge us ..ridiculous ..would never recommend at all
Reviewer
Dean
Location
BRAINTREE
Date
01/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I'm discussed in the way xln scamed me. They record a contract over the phone at the start. Giving a price . Then months later they state they sent me a email that suppose to state they gave me 30 days notice the price
will be increased .so the special offer i signed up for which was recorded does not mention in the recorded contract that they will be increasing the price any thing from 20% and more months after .. they say if you did not reply then your fault your in a contract . Yet on the beginning from the first contract recorded
on the phone nothing was mentioned about that .. they are going increase the costs months down the line . This company is the biggest scam going. Report them to the ombudsman because I going to..
My Internet has never worked properly since I have had it. Yet they say they are sending a new box put and 4 month later still not received . I should of stuck to talk talk
Reviewer
James L
Location
Brighton
Date
15/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Why can't you trust broadband companies? Maybe they give us every reason to do so? After agreeing to a 12 month contract, XLN decided 5 months into the contract to add "insurance" in case of infrastructure falts outside my building. They never notified me of this in any way. shape or form and when I asked them to remove it from my account it was an ordeal. Only by threatening to leave them, they agreed to remove it. Outrageous. I look forward to move to BTOpenreach once the contract expires in a few months.
Reviewer
Fridah
Location
Ellesmere port
Date
03/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely gutted.I should have listened to my neighbours they warned me about poor speed and over charged but I didn't listen.On my final months of contract despite of closure due covid they still overcharged me and I spoke to them through phone and my email of circumstances
Reviewer
Terry
Location
Leeds
Date
22/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
BEWARE OF THIS FIRM - I could write a book! The charges went from £29 at the start to £65. They sold me fibre (at a cost) by assuring me that it would be faster - it wasn't! I gave them a chance to come close to a new providers quote at the end of may contract but they couldn't until I instructed the switch at which point they jumped into action telling me (a) the new providers cost excluded VAT (wrong!) and (b) the new providers term was 2 years and not 18 months (wrong again). They came within 10% of the new providers cost but did not say it excluded VAT, by which time they had cancelled the transfer order from the new provider and I had to go through it all again. They invoiced me £299 charges for early termination and when I told them the contract was ended they told me it had actually ended 3 months ago but they had not told me and so I was paying the inflated rate unnecessarily. One of the operatives was not only rude but told me mistruths and misled me just as the fibre salesman had earlier misled me. Added to all this is that my new non-fibre broadband is way better that the XLN fibre broadband and it's less than half the cost. I strongly advise new customers to avoid XLN and ignore their devious misleading sales patter.
Reviewer
Tom
Location
Brighton
Date
21/02/2021
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I am not sure why they are bad reviews here. I have four business premises and use XLN for all locations. A number of my tenants do as well. Never had a problem, customer service is reached in only a few seconds. Low Cost and reliable and a good speed. Definitely worth using as a supplier, much better than the rest and i have tried them all.
Reviewer
Michelle Nixon-Welburn
Location
Liskeard Cornwall Uk
Date
18/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unreliable drops off all day long over initial 14dys cooling period notified them and as they did not respond via an email as their website linked email has an error sent another from my own email with link email address. Finally replied especially as tried to bill two and half months and lest we forget dropping off all day long and only been a customer for 14dys and expected to pay this up front. Avoid as not honest and unreliable. Threatening with fees and this is against the credit consumer laws another badly informed level of customer care, and no apologies!
Reviewer
Brett
Location
Worcestershire
Date
16/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1 review
1 star: Bad
Just now
DO NOT TRUST THIS COMPANY!!!!
DO NOT TRUST THIS COMPANY!!!!!
After being in business for x 37 years I have to say this is my first ever review!!! That says it ALL!! My company has experienced the most awful experience with this company!
They could not provide us with the speed that they had Guaranteed and contracted to (LOW Speed BEING) 1.4Mbps!!!!! However we were in fact receiving average 0.9Mbps!!! We monitored and recorded on a daily basis.
Just how they expect a Business to operate with such LOW Speeds!!!
We notified them of our dilemma. They simply denied the facts!!
We had no option but to purchase x 2 mobile dongles and rent an alternative premises in order to conduct our Business!!
We discovered that we were able to receive Fibre, however XLN were unable to provide the service but BT were able to.
We had no alternative but to exit the contract. Although they could Clearly NOT provide an adequate service they are charging my company £398!!!!!!!!!!
Black Mail
They then came up with a resolution.
As we have x 2 premises independently managed . After the manager from the other site had also encountered the stress factor when having to work at the sister site she also decided to find an alternative supplier. This site was NOT in contract.
XLN stated that if the service was retained at the one site they would waiver the exit fees at the site to which they incompetently were unable to provide the service contracted to!!!
We have complied a full report to which the complaint is being currently being dealt with by Off Com
DO NOT USE THIS COMPANY!!!
Reviewer
Debbie
Location
B487HJ
Date
08/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT TRUST THIS COMPANY THEY DO NOT LIVE UP TO WHAT THEY STATE. WE WERE PROMISED A MINIUM DOWNLOAD SPEED OF 1.5 WE WERE ONLY RECEIVING 0.5-1.0 AFTER CONSTANT INFORMING THEM ALL TO AVAIL. OTHER COMPANIES ARE ABLE TO SUPPLY FAR BETTER SERVICES. WE WERE PAYING £113 FOR SUCH A POOR SERVICE. WHEN TRIED TO LEGALLY EXIT THEY HAVE NOW CHARGED IN EXCESS OF £400!! BT ARE PROVIDING US FIBRE FOR ONLY £39.99!!!
Reviewer
HJ
Location
Manchester
Date
20/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The first time I called XLN, I spoke to Lily for 64 minutes. Lily is great, she provided the type of customer service that any person would envy. When I asked Lily about my overpayments and why, she provided information in great detail. She backed up the company she works for in full and I respect that. But I found it funny when I asked her where exactly I was notified about termination instructions and reason for overpayments. She kindly put me on hold for long periods of time to dig out information that would provide me correct answers. Trained staff should not need to spend 10-15 minutes a time to find out where information is hidden to customers.
XLN has a unique way to fraud customers. When my contract was due to finish in October 2020, I was not able to immediately terminate my contract and now I am forced to pay large, additional fees.
They do not send clear emails, letters or messages outlining instructions when your contract is up- instead, it is hidden inside invoices in small and unreadable text.
Constant contract changes: Mid-way through my contract, they decided to add a "Business Assurance" fee which I was forced to pay. Later, they decided to increase this sum by £1, secretly hidden inside a random invoice and in small print. It may not sound like a great deal but if they reportedly have 400,000 paying customers then this immediately equates to £400,000 extra every month without clear and proper notice to their customers.
Christian Nellemann established XLN for small businesses because he knew: while busy people spend their time working hard to build and grow, they will spend less time reading the small prints of contracts. And this is how he managed to make 50-100 Million of revenue in the year 2014. Thief.
Reviewer
Hayley
Location
London
Date
30/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had broadband with them in two separate locations and both were appalling. Connection has been dreadful in both. In one location they charged us twice £100 for an engineer to come and fix the problem, both times they were not able to. We left mid way through the contract and fully disputed the lumpy early leaving charge as they were in breach of the contract. The second site we are trying to leave now the contract has ended - the connection was so bad, we phoned to complain and they said they could improve the connection for an additional £10 per month charge!!!!! We were already paying £60 for month (this wasn't super fast or fibre connection, just bog standard). I've now said we're leaving as we can get it through Sky for £25, and lo and behold they're now offering us the faster internet for £24.99 per month - go figure. They would have to pay me £24.99 per month for me to want to stay with them - DREADFUL in every sense of the word.
Reviewer
Shayem
Location
London
Date
19/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst telecom company i've dealt with, mislead and a deceived my elderly parents on a contract. I have then gone on to cancel the contract based on the representative giving false promises and information. They now want £400 for a cancellation fee !. A complete joke!
Reviewer
graham calladine
Location
Chesterfield
Date
11/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have been with XLN FOR 3 Years always had problems but this last year has been really bad, They are less than interested when you complain then try to offer you a faster broadband if you sign up for longer, Cant wait to 13th December when we can finally get a decent provider and say good bye to the nightmare of XLN
Reviewer
Glenn Sunman
Location
Teesside
Date
23/10/2020
Comments:
Poor service , without broadband for nigh on two weeks , no sense of urgency from XLN, my business is losing customer every day , would not recommend, they say that BT Openreach is in charge of network, BT say that its XLN's problem , don't go anywhere near them
Reviewer
M Richardson
Location
cumbria
Date
19/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I echo everyone,s comments. They and other phone companies can get away this sort of thing as ofcom do not deal with individual complaints as I have recently discovered.Been slapped with an extra £5 a month for business protection to which I never had chance to respond to
Reviewer
Charan
Location
Hayes
Date
17/10/2020
Comments:
ALL WHAT EVERY CUSTOMER HAS SAID I HAVE GONE THROUGH THIS WEEK 16.10.2020.
It’s true they lure you in with cheap prices, the bill was x3 more! They don’t take no for an answer!!!! When then you call then to fix this they pass the buck!!! They chucked me under the bus! I only went live on the line on 03.10.2020. I will now Have to cancel This contract and have no choice but to pay a considerable amount to get them off my back.... these people are SCAMMERS. THEY NEED TO BE STOP!!!!!
Reviewer
Ex Employee
Location
England
Date
16/10/2020
Comments:
DEAR ALL, PLEASE READ ALL OF THE NEGATIVE REVIEWS OF XLN AS ALL OF THEM ARE TRUE.
I HAD THE MISFORTUNE TO WORK FOR THEM FOR A FEW YEARS AND THEY TREAT THEIR STAFF AS BADLY AS THEY TREAT THEIR CUSTOMERS.
THE SENIOR MANAGEMENT TEAM CONSTANTLY SWEAR AND BELITTLE PEOPLE AND THEY ARE ONLY INTERESTED IN MAKING AS MUCH PROFIT AS THEY CAN SO THAT THEY CAN SELL THE BUSINESS AND MAKE LOADS OF CASH FOR THEMSELVES. THE WORKING CULTURE IS HORRENDOUS WITH MANAGERS MAKING STAFF WORK ALL HOURS FOR VERY LITTLE REWARD.
IF YOU LOOK AT THE REVIEWS ON TRUSTPILOT THEY ARE EITHER 5 OR 1 STAR. THE 1 STAR ARE THE TRUE REVIEWS AND ACTUAL CUSTOMER EXPERIENCES. THE 5 STAR ARE MOSTLY WRITTEN BY THE COMPANIES OWN HR DEPARTMENT (check out the correct spelling of all employee names).
PLEASE, PLEASE FOR THE SAKE OF YOUR OWN BUSINESS DO NOT JOIN THIS COMPANY!!!
Reviewer
Carol
Location
Wednesbury
Date
14/10/2020
Comments:
To anyone who thinks your package is the price they tell you , don’t use them. You will find you have loads of extras, like £4.95 per month I case you have a fault on the line, in which case you will be charged£175 for a call out plus extra for every hour there working on your fault. Public WiFi is a extra £6.95 er mth. Don’t use them if you have any sense.
Reviewer
steven martyn
Location
Hadleigh
Date
13/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
constant mid term price increases -been told cannot have line and broadband only as don't need phone calls. tried to leave was sent bullying letters with huge fines in bold, scare tactics. ten or fifteen phone calls trying to get me to stay. offered me reduced price to try and keep me but refused to confirm price would not go up during the term of the agreement. Even tried to badmouth the new provider I am going with. Absolutely disgraceful. That said, during the term the fibre speeds were good. Been with them about 6 years.
Reviewer
mark appleford
Location
gravesend
Date
10/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
what can i say that every review hasnt said already . i cant believe that this company can still be able to continue trading . i tryed to leave but was told ill be charged a hefty amount and when i agreed to stay . they re started my contract which i only found out about 10 months later and by accident . so my contract that was originally 24 months has ended up about 34 months . crap service crap speeds crap crap crap oh and crap company
Reviewer
kr1485
Location
North West Essex
Date
01/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish there was an option for no stars.
As others have mentioned, try leaving this company and they make it very, very difficult.
I called over a month before my contract was due to expire. When I asked how much notice I needed to give - it looked like a month from their T&Cs- they were very, very cagey. I gave notice that day that I didn't want to renew. And they confirmed receiept of this instruction.
Very, very long story short, they put a 'cease' on the line claiming I had cancelled the contract (I hadn't, I just didn't want it to renew); they continued to deny that they were impeding the new supplier from taking over; they insisted they had lifted the 'cease'; the new provider couldn't take over; they continued charging me for a service that I didn't want; they sent intimidating letters/e-mails to me; made threatening automated calls in the evening; they threatened debt collectors and to top it all, the Ombudsman found in their favour (all due to semantics). XLN owe me for double-charging me two years ago - they entered me into a new contract because I wanted to change the contact details on my account. Hideous, awful company. I fought and fought this but,having spent 30 hours compiling documents to prove my case and it eventually affecting my health, I paid up the money they were demanding because I just couldn't take any more.
They are without doubt the worst company I have had the misfortune to deal with.
Reviewer
ahmet
Location
maidstone
Date
25/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
friends, listen carefully. this company had contacted my son before his business was even open for trading & it is his first business. someone handed my son's number to this company, everyday a lady who cannot take no for an answer was contacting my son. even though we told her that we do not have a business account open as of yet we will contact you when we are ready. she still didn't understand and was constantly contacting us. she called my son the next day and mentioned that she would offer 3 months for free on the contract & there after it would be £28.95 incl VAT per month. we then had agreed to this contract. after one month we received a bill of £96.00 after asking why we received this bill, we were told that this is what had to be paid.
we stated that our contract agreement was 18 months with a 3 month for free at the start & would be £28.95 per month incl VAT. we were then told that we were lying about what we agreed to, i had spent 5 months trying to negotiate with this company to come to an agreement, i also wanted everything to be done via email for proof of record but they wouldn't even send me any, the only emails i received were bills.
after spending 5 months of time, stress & headache with this company it escalated to the company cancelling my contract without my permission, blocking my line & sending me a charge of £567.16
i had made the payment, bare in mind that i hadnt even used any internet from there router since it had arrived.
i am begging you all to please avoid this company at all costs, let your friends know, let your family know, this doesnt happen to justg one person, it happens to so many people, this company is crooked.
Reviewer
Alper
Location
Maidstone
Date
17/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was contacted by XLN in February 2020, I have no idea where they got my number from. The salesperson (her name was Chelsea) she was contacting me constantly & harassing me. She knew I had no interest in making a contract because I didn’t have a business banking account set up due to COVID-19. She offered me 3 months free of charge. When I agreed to this she immediately placed the order for the router to be sent to me without taking any account details. 3 weeks after receiving the router I had received a bill of £90 (the agreement over the phone was £28.95 incl VAT) when I told them that they were in breach of the contract by refusing to offer me the 3 months for free they told me I was lying about the offer. I had then contacted the ombudsman which also was of no help whatsoever. XLN has cancelled my contract & blocked my line without my permission & have been sending me bills in excess of £500. £500.00 for a router I’ve only had for 5 months is ridiculous (note that this router has not even been plugged in for use yet due to the lockdown)
Reviewer
Ahmet
Location
Maidstone
Date
17/08/2020
Ratings
Speed
2.00 stars
Comments:
I was constantly being contacted my XLN throughout February 2020 and was pressured into making a contract with them. I was told my contract would be £28.95 per month including VAT I was also promised 3 months free of charge this wasn't provided either. Keep away from XLN at all costs.
Reviewer
Jenny
Location
Eastbourne
Date
03/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID THIS SCAMMER The company should not get even 1 star. AVOID THEM. They told you one price when you sign the contract but the invoice comeS double price. The customer service is so rude and not helping at all by blaming customer for not taking Responsibility for it. When you have a problem with the land line, you need to call them thousands times And ask you to do on your own plugging before they will send the engineer down. AVOID THEM
Reviewer
Vicky
Location
Cheltenham
Date
01/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid, Avoid, Avoid at any cost, its a rip off company, not having internet for 2 weeks, and when I wanted to cancel the service, they are asking me cancellation fees.
Better stay with BT or Virgin for the price they have charged me when the intiall charge told me on the phone was 16.99 pcm and in 3 months' time, the bill went up to £50 witn unwanted addons which was never mentioned to me over the phone.
Avoid Avoid Avoid this scammers.
Reviewer
Sherif
Location
Manchester
Date
01/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
KEEP AWAY !! XLN WILL RIP YOU OFF !!.
My contract started with £34.99 a month then they started increasing the price every month more and more, ended up paying £71.99!! Only to receive phone the calls.
Reviewer
Geoff
Location
Birmingham
Date
18/06/2020
Comments:
They've never heard of usenet
or binaries groups
also very slow
Reviewer
Syman Kaye
Location
Maynards Green
Date
15/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Save yourself the time and the £500 early exit fee and find another supplier.
Reviewer
John Assheton
Location
Milton, Banbury
Date
16/05/2020
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Drop out is constant. They ‘sublease’ the line from TalkTalk which had I known, I probably would not have moved over to XLN however their help team is always available - even at weekends. The problem is specifically the drop out rate - the perfect good 80 ambit signal can go from 75Mb to less than 5Mbits instantly for anything from 30 secs to over 30 mins. Sometimes restarting the router helps.
Reviewer
Jamie
Location
Scarborough
Date
06/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tired to change Internet provider they cancelled it without my knowledge and said im sticking with them news to me. Saying loads of crap and threats. They will be hearing from my solicitor in due course
Reviewer
Richard lawson
Location
Blaydon-on-Tyne
Date
06/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from this company, (xln),they are money greedy and will suck you in with low price,then after 4 x months they ramp the price right up,look at the bad reviews ,it's all about the horrendous prices they start adding , the customer service once your a customer is non existent,once they have your money they don't want to know you. Awful company and awful people.
Reviewer
Karen
Location
Scotland
Date
30/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After months of waiting, we still haven’t had our issue resolved, so we have taken the plunge to move to a new provider and guess what?! XLN have the cheek to send us invoices and claim we are still in contract, I’ve never signed or verbally agreed new contracts, yes you guessed it they can’t produce any evidence to say so, this will now be court action.
Please don’t use this company if you value yours.
Reviewer
Lewis Ryan
Location
Inkersall
Date
20/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I even start, I am a multi site operator. We have XLN “fibre” in both sites. I use the word fibre very loosely, we have download speeds of 2.4 and frequent outages. Our latest site with XLN has been the worst in 4 weeks we have contacted them about fault equipment, poor customer service, incorrect billing and most importantly 5 incidents of “red” service for over 2 hours each time. Currently down now and have been for 2.5 hours. The WiFi signal strength in general with XLN isn’t capable of reaching a second floor in any of our premises, we eventually had to install TP LINK boosters just to power it to reach through.
Customer WiFi is pointless when customers select the WiFi it doesn’t even load the sign up / sign in page, I’d probably look at using The Cloud or someone with a higher reputation.
Our latest site had an existing router which XLN told us was capable of Fibre and have billed me for fibre since opening to only find out last week the router wasn’t capable and we have been getting a substandard service. (No offer of a refund.)
With the “fibre” WiFi issues xln do not guarantee the speed or quality of the WiFi only cabled connections (might as well have dialup it’s the 21st century XLN catch-up).
Reviewer
Les Dalton
Location
Hay on Wye
Date
20/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Dont try to leave the contract early for what ever reason.The rep said I just had to phone them up if we ceased trading which we have because of the virus shutdown. Want all kinds of documents otherwise will apply horrendous charges to the account for termination.Also they love to hike up the cost for unwanted insurance which you have to opt out of even though you never asked for it.
Never ever use them.
Reviewer
Mike
Location
Manchester
Date
24/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Price rise of 33% + vat after twelve months , apparently I dint see their notice, do not use XLN
Reviewer
Peter Buck
Location
Tamworth
Date
19/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wow. These guys are terrible. They’ll double your contract price within months and think it’s acceptable. I would never advise anyone to use XLN, con artists. Got out of contract early because of their price rises. Avoid avoid avoid.
Reviewer
Darren
Location
Manchester
Date
15/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service, havent received one day of constant connection since sep 2019
Reviewer
Cherry
Location
Devon
Date
09/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
XLN - RUBBISH broadband, bad telephone line and even bad service. Threaten customer to stay or will cancel the tel line. Disgusting!
Reviewer
Cherry
Location
south molton
Date
07/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
XLN provide a very rubbish signal on broadband, try to switch over to other provider, XLN threaten will cut the line etc..WTF. Line and signal so bad, got disconnet to internet every day, phone line cut off itself (sometimes), this service, and advisor also very bad attitude, this XLN company should not appear at all. If XLN keep calling me I will complaint to OFCOM. What a **** company (XLN)
Reviewer
Daniel
Location
Kingston upon Thames
Date
05/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid them. They only care about your money. I found it a lot cheaper than XLN.
Reviewer
Raja
Location
Bebington
Date
30/01/2020
Comments:
My broadband is not working I called him the customer service he find Fault on outside not inside the property he tall me engineer going to come third of February which is take five days how do I do the business all the credit and debit card it won’t work without Internet so I explained to him he say this is the way they working More than 70% of people using the card so I am going to lose all my sales I don’t think so they give me a good service I think it’s a customer service very bad
Reviewer
Ruud Mantingh
Location
Wells
Date
22/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company at all cost. It was trouble from the start with agreements not being honoured. Then during the contract they twice (so far) tried to up the package costs with unwanted 'extra' services or 'insurance'. Luckily I'm on a 12 mth contract with only 5 more months to go. Will be glad to see the back of them.
Reviewer
JOHN
Location
BALA
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
100% AVOID.
Reviewer
Nawaie
Location
Sandwell
Date
26/12/2019
Comments:
In the the beginning xln is very helpful & supportive but wait what happens after 6 months.
I signed 2 years contract & my bill went up from £22 to £27 according to contract which is fine then instead going up to £32 on the 12th month xln changed to £58 without my consent. When I called xln told me that they have sent me emails to confirm this, i had never received any emails. Then the lady tells me that was the best deal they put me on & it's too late to change it back, the only way she can give me a discount if I switch my card machine & mobile to them then I will be entitle to discount. I told her, first she has to fix my tariff then I will consider switching my other services. From here her attitude started to change & very firm & raised her voice.
Xln is a RIP off, they are just after your money. I have about 6 months of my contract left then I will cancel it. In the beginning I was considering to switch 2 card payment machines & 5 mobile numbers & now I am glad I didn't switch.
At the end of the day you end up paying the same as BT or big companies plus you have to deal with all the hassle. STAY AWAY FROM XLN
Reviewer
Renata C
Location
Blackpool
Date
21/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Doubled the price twice over 2 year contract. Xln do it by sending notification on the account but without sending email about or without sending email about notification.
The contract ended on the 19th December. I've sent cancellation in September - they've agreed. And now despite several phone calls to confirm the cancellation XLN just before the end date and still now is bombarding my email box, private phone number and letter box with threats about penalty of minimum £299 for leaving.
Avoid if you'd like a normal service without all the hassle from the company that want's to keep you as a hostage to pay inflated bill.
Reviewer
billy wright
Location
halifax
Date
18/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
rubbish company they cut me off because i wanted to leave they slammed the new provider 5 times and when i phoned they said someone had said they dont want to leave anymore what a load of rubbish so i said do not cancel the next request a few days later my service stopped phoned them as i needed the broadband working for my business i was told its a fault and i had to pay 200 upfront for an engineer, DONT TRUST THEM AVOID AT ALL COST
Reviewer
Lorna
Location
Blackpool
Date
12/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I joined because the price was ok .I only work 3 days a week and very rare i call .I usually text.after a year it drastically went up Ask for my call log couldn't because my calls are short and not over 50p .they are offering great deals for NEW customers and ignoring the customers that are supporting them .I Am now leaving when my contract runs out .they don't seem to care either when I informed them I was leaving his response thats up to you
Reviewer
Karl Mather
Location
Rawtenstall, Rossendale,
Date
04/12/2019
Comments:
A Fairly poor service which deteriorated overtime Yet at the same time the prices increased dramatically.
Upon my retirement and cancellation of the service, without my knowledge the company continued taking money from my account as if I’d continued with the service. They refuse to give all of this back only a small portion.
Worst of all and since supposedly settling the matter, they’ve referred me to a debt collection agency, causing me a lot of stress & distress.
I would stay well away from this company.
Reviewer
R
Location
Date
07/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly loosing connection it’s not great if you are trying to take a card transaction!
Reviewer
Richie
Location
London
Date
24/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever I've dealt with. 10 years of dealing with many business lines XLN are the worst. Add on insurance products without my permission by sending out soft letters saying automatic enrolment which I never even received.
Charging me over £100 for a missed appointment. I've never had a missed appointment so when I call to ask for my money back I'm told I need to wait 8 weeks for it while they investigate it with open reach. Absolute RUBBISH!!!
BT were slightly higher in terms of price but honestly never had these kind of issue. Anyone on XLN please please please check your invoices monthly. A £40 a month max contract ended up with me paying £175 this month. Thank God I checked
Reviewer
Gary Day
Location
wood green
Date
14/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just ripped me out after a 3months cancellation with them with a final of the final bill of £70
On the phone just clearly telling me to pay the amount and f orget xln ,after a 6 years bussines account with them.
What a company
Reviewer
Meg Lenthall
Location
Hampshire
Date
07/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID. They are trained well to deal with angry customers, they sell hard, pin you down on a fast moving verbal contract, in my case, to include a no-cooling off period and a block on other suppliers taking the line. I left to get BT Sport TV for my family, so it was not a cost saving decision. I was long out of contract. BT took the line with a live date of 7 Oct. In the meantime this hungry salesman, Justin started off by saying I know you are looking to move to BT for the sport for your son, I can do you a really good deal for the line. No thanks, email me a quote. This went on toto another 2 calls and another email and in the end I said okay and agreed to all his fast terms & conditions over the phone. XLN took the line back and my whole BT order was cancelled and closed including broadband & BT TV. Cannot re-instate unless XLN unblock the line. 2 working days later, tell them it doesn’t work and £900 gets me out of contract for 3 telephone lines, which 3 working days ago I was in no contract with these thieving lot. Do not be fooled by sorry to hear you are not happy spiel, they are just trained to legally not get themselves blamed and you can rant all you like, they will quite happily listen, and politely tell you sorry but you did agree to the contract with of course an understanding tone, I’m sure there is genuine understsnding somewhere, NOT! I would be ashamed to work for this company! AVOID AVOID
Reviewer
Dean
Location
Barnsley
Date
05/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
⚠️⚠️⚠️⚠️⚠️This company is scum they lure you in with cheap prices at£16.95 they say for the first year then it will go up by half but no within two months the price shot up to around £35 a month and now I’m paying £54 a month just for broadband and they tell me that’s ok stay well away from this company
Reviewer
Mehmet
Location
Date
04/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My agreement only £40,74 inculeded vat every thing but u company xtra cctv xtra insurance and xtra late payment it’s 30 pound my bill 128
Haw u rober the people I will go Twitter Facebook and trustpilot any medya costemer service rubbish he name pitter no respect costemer never help it’s terrible I will check November 12 howmac gona pay my bill internet very poor costemer complement phone when costemer call me we can’t speak on phone because very poor and we pay highly bill
Reviewer
slegeyt
Location
Thames Ditton
Date
28/09/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I switched from PlusNet, I really wish I hadn't bothered. I needed to suspend the service for 6 months whilst I relocated by business and was happy to continue to pay. I've not been able to do this so decided to terminate at significant cost as there was no other option available.
I've been hounded by sales people, been given misleading information and spent a considerable amount of time on the phone whilst being passed between departments. Really awful customer experience.
Broadband would often just drop its connection for no reason and appeared less reliable than the previous service but speeds were OK.
Reviewer
Ruud Mantingh
Location
Priddy
Date
17/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just started a new broadband + telephone contract with XLN and it was the worst decision that I could have made.
1) Details agreed during the initial sign-up (e.g. free fixed IP address) are left out of the official contract and had to be re-confirmned.
2) Never received a router with connection information before the going live date and had to phone up to get connection details (for my own router).
3) Received an email saying I have to pay extra for the static IP address I ordered which was supposed to be free as promised during the intial phone call.
4) Couple of days ago they sent a message saying an new 'Business Assurance' product would be automatically added to my account.
This is basically an insurance to cover any potential BT engineer call-out costs for fixing line faults.
I did not order this and had to explicitly opt-out to avoid this service' being charged to my account.
5) Now because I am refusing their 'Business Assurance' product they will charge me a call-out charge UP-FRONT every time a BT engineer has to come out irrespective of the cause of the fault (even if the fault is not at my premises).
I am fuming and advice anybody to stay well clear of these charlatans.
Reviewer
JP
Location
Cardiff
Date
10/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling line quality. Below 4Mbps. When we phoned to cancel, they said we had to be put through to another line, which was busy. This went on for months. Eventually, when we got through, they gave us an email address to be used to cancel - which could easily of been given in the first phone call! Just a trick to make it as difficult as possible to cancel.
Reviewer
Ernie
Location
N.I.
Date
03/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Charged me £100 plus a month, and yes i will email you bills to prove, after verbal agreement on their recorded phone system that it would be £40 to £50, when 2 year contract was up they did not release my line but disabled it. Would not discuss in writing, as their tactics were devious, and since Tony Fitzpatrick departed the company , XLN have become the most disgusting telecoms company I could imagine. I recommend you stay clear I give them 0 out of 10 ! I was with them since 2002, so they have lost a long term customer.
Reviewer
bryan
Location
Bath
Date
10/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Don't try to leave XLN. They will fleece you. If I had know this before I signed up I would have stayed with TalkTalk.
They use Openreach's infrastructure so they actual service is the same as other service providers, but they will increase the price without warning, and explain it away when you complain, until you are paying well over twice what you started paying, and then when you try to leave, they want all the remaining monthly payments plus a huge termination fee.
Reviewer
Paul
Location
Devey
Date
09/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Week 4 with little to no broadband after week 3
I thought they intended to resolve my broadband being down.
They did talk the talk but definitely haven't walked the walk !
before you get sucked in to the cost just consider how reliable are you on your broadband?
I had always believed you get what you pay for sadly they've proven me right. I saved £20 a month on service but the cost of having no service for what will be 5 weeks shortly is horrific . "they should have a government health warning on the website" This company could destroy your business!
Reviewer
Paul Devey
Location
Warwickshire
Date
05/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company and save yourself !
Reviewer
Palak Aggarwal
Location
Birmingham
Date
05/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been in a business contract with them for past 2 years, and cant regret it more. They have revised the contractual prices multiple times in my 2 year contract period. The cost which was supposed to be 46.95£ in my final year of contract has gone upto 58.99£. Most of the comparison websites have even removed it from their search list because of their non reliable price structure. You wont find them on make it cheaper or u switch. Please don't sign up with them.
Reviewer
Ankit parekh
Location
GLASGOW
Date
15/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Very shite services..never recommend to anyone ...phone line stopped to work on 27th june ..today is 16th July still not resolve my complaint...everyday phoned and raised my complaint but no answer...very very shite company and there services...nearly 3 weeks and I have lost approx £1400 for delivery business....shite shite and shite company and services ...f....
Reviewer
DILIP
Location
LONDON
Date
11/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VERY BAD BROADBAND AND PHONE LINE.
SERVICE VERY BAD
Reviewer
Graeme
Location
Forfar
Date
06/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VERY BAD EXPERIENCE AS A NEW CUSTOMER
I was cold called by XLN and very professionally sold a new broadband deal stating we would have seemless switchover from our old provider BT to XLN for 30% cheaper and enhanced Fibre connection and promising an overall better service...... We thought it would be stupid not to change contract and take them on based upon their rating also .... I was told it would take 2 weeks and true to their word we went live.....well our phones did.....THATS ALL ..... Broadband router said it was connected but we had no WIFI or Internet. Credit Card machines now didnt work and both Tills not on the network which we rely upon for remote monitoring of our business....... Our Office PC wouldnt connect ..... Allot these things were discussed during the cold call sell......I expressed my concerns asking many questions stating this had to be a seemless transition due to us running a business 7 days a week for 15 hrs a day. I was effectivly 100% guaranteed our transition would be issue free..... Having encountered the issues when we plugged in our router we called XLN who did go online to try to get us configured or optimised as they say and were told it would take 24 hrs to be optimised ...... It didnt work and following day we were forced into calling them back for further support ..... over the network they logged into our router to check but we were left with no service and told to plug our old router back in from original provider and a new router would be sent to us..... new router received after a few days and same issues...... its now 7 days later and we are still waiting for a stable working network. In meantime our our pub/restaurant with 2 Tills, a PC and credit card machines have no network connectivity.....we have had to turn customers away on many occasions as as our credit card terminals were not working...I would say we have lost near to £500 in business where the overall contract was to save us similar amount or so over 2 years contract which we had agreed to............Our Till provider couldn't connect and still cant connect to our network to see if it was configuration issues on their part and we will have bills from them to pay now also.. They use remote connectivity as part of the service they provide to us......Our Till supplier told us to go back to XLN for further support. We called XLN and we got told that they would send a technician to get us up and running BUT THEY DIDNT KNOW WHEN THIS WOULD BE which I find an absolutely pathetic response ..... during the 7 days with us struggling to get our connection working XLN didnt call us to verify what was happening or call us to see how we were doing knowing our issues from very start .... its 9 days and counting now and we still have no internet service or reliable credit card machine connection ..... I dont like writing bad reviews but this is nothing short of shocking service / treatment to new customers. I have zero confidence with XLN and warn any small business about thinking joining them .... Ask yourself, is the small saving really worth the effort ?..... We have signed a contract for a service and been delivered a system which has messed up our business operation and daily business routines. I would say we are just getting by but losing money in the process....its someone else's false promises and incompetency which is making our business lose money and be less efficient. Additionally its make us look incompetent in front of our customers through no fault of our own and we were not prior to moving to XLN. We will wait to see the response from XLN and I will write another update on here based upon the success of their ability to respond to this or promise of sending a technician....
Reviewer
daljeet
Location
cardiff
Date
29/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst decision that i ever mde
Reviewer
Ruth
Location
Lincoln
Date
26/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 5 days of having this awful broadband service, I decided to cancel. I lost clients and wasn’t able to use my printer due to it not connecting from my office, to the very weak broadband signal.
I had a call from a “manager” informing me that I couldn’t cancel otherwise I had to pay nearly £400 in fees. I explained I was within my cooling off period and had every right to cancel. She told me there is no cooling off period!!!!!
She then informed me that I was using an ADSL connection and that’s why my internet was so slow. She recommended I change to Fibre Optic to receive the speed I had from my last provider.
She said she would send me a fibre optic modem out, and informed me that really I had no choice because if I continued with my cancellation I’d be charged the £400.
I’ve waited 2 weeks and received nothing but another contract. And they’ve been charging me for fibre optic broadband despite the fact I haven’t received the modem.
I have once again cancelled and now going back to my old provider and nothing they say will change my mind this tome.
Their threats of taking me to court (yes they said I’ll go to court), won’t scare me this time. They’re not getting a penny from me.
I’d advise anyone to cancel their direct debits ASAP if you cancel your subscription so they can’t take your money.
This company need to be closed down !!!!!
Reviewer
Ibrohim
Location
London
Date
23/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
0 or minus i would give if there were such options. Horrible, horrible service, I probably lost my mind to the lies of their saleswoman when i switched from my existing supplier. All small businesses i call upon you. Stay away from this rip off company. No internet at all. As a coffee shop i lost so many customers because wifi does not work. I am going back tommy previous supplier. I am also demanding compensation from xln. .
Reviewer
Umair Mustafa
Location
London
Date
23/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed. They charged us monthly for 17 months without even connecting the line. We haven’t been able to use the services for a second while 3 engineers visited our premises but couldn’t resolve the issue. Later, we tried to cancel the services but were told that it’s not possible to come out of contract.
Despite several requests to the helpline, nothing was done to improve our experience unless I had to go to their office in Millbank Tower where after lengthy discussion, they finally cancelled the contract with a pledge to look into our case and promised a possible refund.
Yesterday, I received a call saying that they will not be able to process any refunds and that was it.
We paid over £900 for not using any service and that’s a ripoff.
Reviewer
JH
Location
Yorkshire
Date
19/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is too many. Appalling company and customer service. Despite numerous complaints to XLN, I still do not have broadband. Avoid!!!
Reviewer
ianbusinesscustomer
Location
sheffield
Date
18/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I honestly believe they make their money by providing such a rip off terrible service,many customers actually pay their huge termination fees just to get away from them. Slow broadband, hidden charges, threats if we dont take out their business assurance etc. This is the type of company you always hope you will never accidentally sign up with! Avoid at all costs.
Reviewer
Nader
Location
Bradford
Date
03/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Avoid this company,as soon as you agree a contract with them the price goes up,I was promised price at £27.99 but from the first month it’s been above £48 bid difference.
Reviewer
Mark
Location
Southend on sea
Date
24/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Atrocious. Aggressive, Amateur, Appalling.
Let’s get to the “B”s now.
Belligerent, Below par, Beguiling, Bullsh..ters..
C’s..
Competent (not), Corrosive, Contrary, Completely inept.
D’s.
Destructive, Derogatory, Demeaning, DETERMINED to sack themselves and make you find another supplier.
Don’t use this company but do carry on from the D’s...
ADDITIONAL
Just got my letter recognising my termination of contract (Hurrah).
Did it thank me for 2 years of DD payments and being a valued customer? Did it say sorry to see you go?
No, it tells me that subject to clause 24.1 in there terms of business I am liable to pay termination fees as agreed when entering the contract. £299 per telephone line, £199 per fibre connection, £99 per broadband connection plus the repayment of any equipment so £398 plus cost of equipment.
Nice, that’s how to impress and keep customers isn’t it, threatening letters of financial cost.
It doesn’t tell me that actually as I have given the agreed notice period after my full 24 months of contract I can leave without any cost. No threats of fines and fees are best.
Good luck XLN, you have a very odd business model.
Reviewer
Yanni
Location
london
Date
22/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
where do i start and where to finish the Xln saga from the ceo that dont bother to reply to email or to the customer service that bully you to thinking what you know about internet is wrong well no i am an engineer so they cant bully me easly last resort with them is either stand up or in my case nearly involving my law team as they claim no 14 day cooling period and many other contract clauses that arent normal uk based contracts well the moreal of my story is dont do same mistake we did and go to xln they have terrible service in many many ways and their staff will bully you untill you have enough and go to the lawyer i would rather paid a lawyer than xln but then if i went to court i would charged them for every phone call to them as waste of my time and business losses for the time they had no service nothis was right in my case god luck to their future id say
Reviewer
Solomon
Location
Yorkshire
Date
28/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband, which they rent from BT then you are rented bandwidth which is shared by hundreds of others. If you want to focus on business growth avoid XLN go with Sky, or Virgin. At least their costs are predictable and can expect decent treatment for goodness sake!
Reviewer
sam
Location
stourbridge
Date
12/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY WELL CLEAR OF THIS FRAUDSTER! I have been in business for 35 years and this company is the most fraudulent company I have ever had the dealings with. I had to use resolver to get them to stop the fraud. from the start they used slamming tactics to keep the contract going coming up with spurious reasons for EVRYTHING.Trying to charge end of contract fees in the hundreds, a final bill that made no sense and was in my case wiped out, it was over a hundred. Selling my details to phone canvassers, I am still being called, the unprofessional nature of the callers extended to them swearing at me!!!! They lied so many times it became the norm.
They are doing this because their CEO leads them, directs them in this manner, ask their ex employees.
The know they can get away with it, so all we can do is make companies aware
Reviewer
DY
Location
Liverpool
Date
12/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
XLN has to be one of the worst telecom companies in the UK. They cancelled services, add random charges, ignore emails and chances are, like me, you will need to contact trading standards.
Reviewer
SPPearson
Location
Scotland
Date
11/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company. Months without an internet connection that I paid for. Hours of my time doing their diagnostic checks. Adding additional charges to account, even when told they are not required. From experience I would recommend that you do not use this company. You have been warned. You will regret it, just like we are doing now!
Reviewer
Dean Oxley
Location
Barnsley
Date
29/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SCAM!!!! This company lured you in with low prices and free services then a months into the contract things change. I started paying £18 at beginning now I’m paying £48.50 each month just for the internet. And I’m pretty sure they have there employees writing reviews to keep there ratings up. I would recommend paying a bit extra and using a proper company such as BT or anyone else
Reviewer
sam
Location
west midlands
Date
04/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT TOUCH THIS COMPANY, I have just left them and I can tell you they are terrible. If I thought there was anything good about them I would tell you, but there is not. They slammed me while I was in contract because it benefited them, they wanted more money, changed the contract, hidden costs endless cold calls etc etc. I have left or should say in the process and was assured that there would be no problems, I have had to use Resolve (provided by OFCOM) to hold them to account as they have tried to hit me with a ridiculous bill, I left them last month!!! do not be taken by the sales pitch they do not have as many customers and they do have as many unsatisfied customers.
Reviewer
Adrienne Aslan
Location
London
Date
19/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed is the worse ever and customer service refuses to investigate unless we buy a new router and send photos proving that we did so.
Reviewer
H.
Location
Manchester
Date
19/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are not a customer of XLN but they keep COLD CALLING us (we are TPS registered). They tell us that they can save us money, nobody can guarantee that.
After reading all the helpful reviews on several sites I don't think we will ever be customers either.
Reviewer
Rachel Burrowes
Location
Bradford
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Georgia
Location
West Sussex
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I had XLN phone and broadband from March 2018. It worked perfectly fine up to the time I had to change office (only next door from the old one). The engineer came to do the installation, which cost me £100, and he did it all wrong so a second engineer came the same day. After that the internet worked for 2 days and then it was on and off. I had to call them several times making buy new filter, new adsl cable, new router and then said we need an engineer to come and have a look, we will call you in 45min. A day passed no phone call from them and when i called and complained they said that they will have given me a call the day. Cut story short their customer service is poor or next to nothing. I would not recommend them
Reviewer
Amir
Location
London
Date
11/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We have small takeaway business. On Saturday night around 8:30 pm customer came personal to restaurant and informed you phone dead. They try to call but no one answer it. When I checked phone is not working and straight to call Xln bot office is close then I call 00 44 344 880 5939 above number and they said 32000 people having same problem and our engineer on site to fix huge a call morning and they will check for you. I call on Sunday morning on of man receive a call and he said still engineer on site to fix. I asked please can you diver call to my phone he(Sam) said he could not diver you need to call Monday. I asked we have takeaway service without phone lane we could not do anything. I asked him if you could not divert we need to close restaurant. And important think I have promp care cover and I am paying 1.99 per month. Customer service was rubbish I don’t want to give 1 as well.
Reviewer
Douglas Smith
Location
Edinburgh
Date
23/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Simon Lewis
Location
Willenhall
Date
14/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Nazneen
Location
Goldthorpe
Date
02/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Zack
Location
Weymouth
Date
02/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Bahaa
Location
LIVERPOOL
Date
20/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Ionut
Location
London
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bunch of liers and to many useless people in the office. They don't care about customers,they just want to get you stuck in a 2 years contract and that's all. Poor service,people and bad customer service. Adding extra charges for nothing and made a second contract on your behalf without your permission
Reviewer
Jason
Location
Brighton
Date
19/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not recommend for Business Broadband, we have had major issues with broadband since we switched to XLN (never had issues before) and the only away to resolve the issue (after about 30 calls & 5 months) was to buy our own decent router, there one just couldnt do the job and our internet and credit card machines were dropping out all the time (not on wi-fi, directly to router with ethernet)
Reviewer
Alan
Location
Liverpool
Date
17/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with XLN, wish I had never come across them. I have never gone through one day with the internet working. We constantly have to sign up to BT WiFi to get usage of the internet. XLN staff are very unhelpful and don't understand the implications of how it affects business. I would stay clear of XLN at all costs. If you are a small business, DO NOT RISK IT!!
Reviewer
Jones
Location
Cannock
Date
05/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible company
Absolutely terrible company, price and service.
I chose a different supplier as their prices were much better. I was then contacted by XLN by several extremely rude employees. They’re disconnected my phone line instead of transfer to new provider
Reviewer
Tapas
Location
Peterborugh
Date
05/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Reply from XLN
Published 41 hours ago
Hi Tapas,
Thank you for your time on the phone to discuss your review.
As discussed, in line with our credit control procedure your services were disconnected due to non payment.
At XLN we aim to provide excellent customer service and want to be the champion for small businesses( sorry to say that XLN DOES NOT KNOW THE MEANING OF "CHAMPION" . With that in mind, we are extremely flexible when it comes to payment plans and we are also exceedingly lenient with our customers when chasing payments. As long as we are asked, we will look into what we can do for you. That is another "big lie by XLN"
IF YOU HAVE ACCOUNT WITH THEM KEEP WATCH YOUR INVOICE BECAUSE of MARCH'18 THEY WANTED TO CHARGE ME OVER £200 THEY REDUCED AFTER I COMPLAINT TO Ofcom.
Before any actions were placed on your account we contacted you via every form of communication we had for you - text messages, emails, and letters were sent. No successful payment was seen therefore your services were eventually disconnected. THAT IS DISGUSTING, HOW CAN A COMPANY TELL SO MUCH LIES. MR R KHAN MADE A PAYMENT PLAN WITH ME WHICH IS RECORDED AND THE PLAN WAS PAY £70.19 BY 30TH JUNE'18 AND REMAINING BALANCE BY 30 TH JULY'18 FR THE MONTH OF JUNE & JULY'18.
Yesterday afternoon Mr.Khan called me and asked me not to complain to Ofcom then he will withdraw the payment plan, THAT IS A THREATENED SO THINK YOU WANT TO GIVE YOUR BUSINESS TO SOMEONE LIKE THIS????????????
IF I TELL ONE WORD LIE OR EXAGGERATE THEN XLN CAN TAKE LEGAL ACTION ME.
THEY ARE HORRIBLE, TRUST ME!!!!!!
XLN, SHAME ON YOU....
As discussed we will be in touch to see how we can assist you with your account.
Thanks,
The XLN Team
Reviewer
Tapas Chatterjee
Location
Peterborugh
Date
04/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give them MINUS ratings if you had it. I have upgraded to fibre optic broadband and still is slow as a turtle but I don't moan with that... I am SICK F THEIR LIES including overcharges AND DIABOLICAL RUDE BEHAVIOUR. IF YOU WANT LIVE IN STRESS FREE LIFE THEN STAY AWAY FROM THIS COMPANY AND BELEIVE ME I AM NOT A "LIAR"
Reviewer
trevor brown
Location
norwich
Date
03/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
a totall rubbish company we cant phone out and lost 900 pounds of work as we could not call our costomers and xln have the cheek to charge me 30 pounds extra on my account both lines went down and its my fault ????? cant wait to leave this rubbish company
Reviewer
David
Location
Birmingham
Date
02/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Unknown
Location
Unknown
Date
20/06/2018
Comments:
Avoid at all cost. They provide the worse service possible. My internet was activated yesterday and has not worked since. xln is telling me to change their brand new router at my own cost and/or pay for engineers visit. Staff is rude and managers are not available to talk!
Big mistake signing up with them !
Reviewer
Nigel Hubbard
Location
Chelmsford
Date
25/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give them zero if I could.
Problem with broadband kept changing their mind what the problem was, so cancelled as out off contract.
That does not stop them ringing many times hounding you or sending warning letters as if you were in cotract
AVOID THEM
Reviewer
aneesur
Location
hounslow
Date
11/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
hi i have done a biggest mistake to accept the xln and have them for two years with me they services killing my buissness and all the time the broad band speed keep on dropping and then coming to live spoken to them told them the same issue again and again now had enough . plz avoid avoid if you want to be their customer its all lie what they tell
Reviewer
SAman
Location
Croydon
Date
19/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After spending one month of troubleshooting, 2 BT enginerrs visits for them, I was offered compensation of £1 - this boils my blood as the support service keeps telling there shouldnt be any charges for the days that has unreliable service. Shame on xln Service Manager they have failed to satisfy customer and not homered on their given words.
Reviewer
Paul Flemans
Location
HInckley
Date
13/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
XLN have installed broadband that cuts of when the phone rings, they now want to charge me to fix their issue.
Comments: