XLN Telecom 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.

Recent Customer Ratings for XLN Telecom

  • Satisfaction
    1.5 stars
  • Customer Service
    1.6 stars
  • Speed
    1.8 stars
  • Reliability
    1.8 stars

Based on 100 customer ratings since 2020-11-30 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

162 Customer Reviews over 5 pages

  • Reviewer
    Location
    Hay on Wye
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 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
    Location
    Brighton
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Manchester
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service, havent received one day of constant connection since sep 2019
  • Reviewer
    Location
    West Sussex
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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
    Location
    north yorks
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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
    Location
    LIVERPOOL
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Birmingham
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Barnsley
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Dumfries
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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 niall16@btconnect.com 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
    Location
    Maidstone
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Liverpool
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Manchester
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    North Devon
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Scotland
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Isles of Scilly
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    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
    Location
    gravesend
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Chesterfield
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Yorkshire
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    dereham
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    halifax
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    cumbria
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Inkersall
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Manchester
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Chelmsford
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Cheltenham
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    kent
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    norwich
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Barnsley
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Blaydon-on-Tyne
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Scarborough
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Birmingham
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Stroud
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Wells
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Stoke on trent
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Wigan
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Bradford
    Reviewing
    XLN Telecom
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.

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