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While looking for a fast ISP, I came across Xanadoo's web site. It promised fast, unlimited Internet for a fair price. That looked very promising to me so I decided to give it a try. I informed the salesman that I was an extreme downloader and he told me that was fine. I asked if Xanadoo blocked any ports or limited me in any way. He assured me that Xanadoo did no such thing. I bought the required modem and signed up. Things went well for about 7 months, then a letter stating that I had exceeded my monthly Internet usage arrived via email. I thought that maybe this was a mix up, as my Internet was unlimited, so I dismissed the letter. A second letter arrived and said that because I was still over my allowance Xanadoo was going to throttle back my bandwidth to 32Kbps for the remainder of my current billing cycle, which had just started by the way. I did some research and found no reference to any limit of any kind on Xanadoo's web site. What I did find were the same promises of unlimited bandwidth that originally led me to Xanadoo. I sent them an e-mail stating my findings and they replied as follows,"I apologize for the miscommunication. Our web site is being updated." I called tech support and was finally connected to a supervisor who just happened to be the guy who replied to my e-mail. We discussed my situation and he unwilling to help me in any way. I kept quoting the numerous places on the web site that promise unlimited Internet usage and he kept quoting one phrase in the Terms of Service agreement. It was a stalemate. I asked the supervisor if he was going to honor Xanadoo's promises or not. He said,"No, and I think it would be in your best interest to find another ISP." Needless to say, I am upset. Not only does Xanadoo throttle my bandwidth to nothing and expect me to pay full price for it, but they also think that they are such a big company that they don't need every customer they can get. Well, they have lost this customer. I am in the works for getting a new ISP and I have taken this matter to the Better Business Bureau. I am also posting my story in as many places as I can so that everyone will know exactly how poorly Xanadoo stands behind it's advertised promises.
I purchased the Xanadoo service on August 31, 2012. It didn't work, so I called customer support. They sent me to a different location to get a better modem called an LMX. That didn't work either so I wanted a refund. They told me to return the modem. I returned it, got the receipts and had it faxed. Xanadoo staff claimed they did not receive the fax. When I emailed them back and advised that I had a government employee fax the info to them and that I had the confirmation in front of me, all of a sudden she remembers receiving it, but now the issue is that the modem numbers don't match. Well DUH, their tech support had me exchange it, and on the receipt for the refund I got for the modem it had BOTH numbers, the original modem as well as the modem that was returned. I even sent them a copy of my banking statement showing that the modem was returned and refunded, and Xanadoo is still refusing to refund my money. So next step is the attorney general's office consumer complaint division, and small claims court.
I agree with all the posts. I purchased this service to play xbox live. Oh was I wrong for that. I can't ever finish a game without it dropping connection. Lag is horrible. Contacted tech support and at least he was honest and said that the service isn't good for that type of usage. I guess not it drops in and out of connection even while on the computer. His advice was to downgrade to the cheapest plan they had and get another ISP. Good thing I didn't get the 2 year plan. Now I have to wait 9 more months. Be careful nobody cares about quality anymore. It's all about getting your money and locking you into a contract.
Everything had been fine for about 6 months, now it always searching! Rep Brandon from tech support practically screamed at me, about exchanging the modem at the retail store. Didn't do any good, same issues.
I have found out recently I am on the wrong tower and they refuse to change it. I am in the proper part of the house, modem in the window, make sure I don't have any metal objects around it, but the window frame is metal. I can't even listen to music, tv shows or any kind of video without it going in and out with the sound. It is getting very frustrating. Looking as well...
You're lucky. You don't have a contract with them and I do. I don't do much downloading, so that isn't an issue. My complaint is that Xanadoo's "high-speed" is at best, intermittent. I would say that 50% of the time I used the internet my access was as slow as my dial-up access was. When I called to cancel service I was informed that it would cost me $200 to cancel the contract. I told them they had voided the contract by failing to provide hgh speed internet access 24/7 and they repeated that they would hold me to the $200 to cancel.
I strongly recommend that people avoid Xanadoo.
I can see where the heavy users would be upset, especially since initially it was unlimited. I did receive a letter via snail mail that they were going to start doing this, and I'm sure everyone else did too. There is no contract that keeps you here on a annual basis, so that is good. I really don't have a clue as to how much I download, so it does make the billing confusing now, and don't know if I'm going over or not. My biggest dissapoint is the speeds. I can't videoconference with my girl friend because of the slow speeds. I hear her and see her just fine, but on my end, she has a tough time making me out. It's not even worth trying it on broadbrand anymore. I don't know if going to their more expesnive broadband widths would help or not, mine isn't the slowest speed already, but understand they have another plan that is a bit faster. I think with wireless you are somewhat limited with your uploads to begin with. Since I'm in a rural area, I'll tough it out until something better comes along.
There service is not what thay say it is. I live a 1mile and a half from there tower and i had lots of trouble with the getting a singal from it. I have been on the phone with there tech support and thay don, t have a clue to nothing. I would not use them ever again .
Not getting thru, probably blocked. e-mail me for a reply to this Post Tsshirley@xanadoo.com
I Fully Agree, The same has appened to me . But it does now say there is 1 gig a day or 18 Gig per month limit. Does not sound like unlimited to me.
I live just outside of the city limits where Dsl is impossible until AT&T desides to run new Lines, possibly in the year 3000.
But one thing I have noticed is that up untill 6:00 PM of each day now since i had been given the same Notice . and the accused of excceding the 18 gig limit within 4 days of my billing date, that the Bandwidth is reduced to a crawl each night after 6:00 pm. Is this not Fair and possibly illigal? so much for the Fair use policy, as much a Joke as Medicare and Medicad.
Look up the history of what happen to Fiber Optics. AT&T Was PAID by the U.S Goverment to rewire the entire country 15 years ago and did NOTHING. Took the Money and sent up Satillites for the Phone Service...