XLN review: Bad services 34

Avoid like the plague, rude, arrogant staff, no customer service.
Do not deliver what they promise, add on extras that they do not inform you about, total rip off merchants.

XLN are an awful company. Three months without internet connection and whenever you phone to complain, they keep you on the phone for hours, completing diagnostic checks. They get you to change cables, change phones and even asked us to change our router (obviously we all have spare routers). They do not compensate you for not supplying you with a service, they just seem to want to take more money from you for nothing. They add additional charges to your account, even when you write to them and inform that you do not wish additional service. Dick Turpin at least wore a mask!

I have been ripped off several times re over charging for the hotel why dont we all club together and have them struck off and the directors banned they are rip off merchants and need to be dealt with
cpt hoover

I couldnt agree more with all the negative comments above.
We had been with XLN for over two years and in December my husband aclled them to discuss our contract he was told that the line was out of contract and so moved to another provider.
We were charged 480.00 by XLN for early termination.
It appears what XLN said was wrong we were not out of contract only for one line.
They do not make their contracts clear, they sopeak fast and confuse people on the telephone.They should be ashamed of the way they work and manipulate conversations and words to suit themselves.
They are a typical multi million pound London based company ripping off the small businessman up and down the country.
DO NOT TOUCH THIS COMPANY WITH A BARGE POLE

XLN are a terrible company - extremely unethical. They basically robbed me for over 2 years (by over £200) by adding additional services to my account that I never requested, approved or ever even used. Attempting to raise a complaint with their defensive and aggressive customer service staff showed me that the outstanding Trustpilot reviews they promote on their website must be fraudulent - if you scroll through them, there are loads of really horrendous reviews detailing their abysmal customer service but they are all bured beneath loads of 5* reviews from new trustpilot members all naming individual members of staff - likely written by their staff.

you may not of signed a contract but when you moved over to XLN you would of agreed verbally to the contract and that is how it works with most telecommunications providers. Also do not go with a budget provider if you wish to get a perfect service go to BT, SKY or Virgin Media and pay real money. You are getting what you paid for a cheap and cheerful service.

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

Update: 10 days and still no internet!

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

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

One of the disgraced company. I was with them for more than 6 years and never had a right billing through out the months. My last contract was ending on 21st of January 2017 so I`d tried to switch it to different provider and I did. But when new provider said it will going to take over the line on 23rd of January, XLN said they going to stop my service on 15th of January and going to charge early termination fee of £299. So they pushed me to get on another 2 Year contract and stop transfer to new provider and waive the £299 fee. Then 31st of January I`ve changed the ownership of business and new owner take out new phone line and Broadband with TalkTalk. Because of that I tried to cancel my contract but XLN said my line must need to transfer to the new owner or I have to pay £498 early termination fee. But new owner said he don`t want to go head with XLN. I don`t know what to do now. Paying £498 for greedy XLN too much for me.

i am having coneection problems . its either sanil pass on stop . i phoned xln and was told the speed i was quoted means it can be up to that, sssso they cover their ### . i am in contract untill july they say . please do not go with this lot for your internet you can make a cup of tea while its trying to conect

Never try to leave this firm
was quite happy with their service however bills were getting bigger. shopped around found a new supplier - then the trouble started, phone calls, mobile calls, texts, emails, letters all felt very intimidating. emailed the saying this please leave me alone I'm going to a new supplier. They notified them, I notified them. service went live with new supplier xln still charged me for almost another 2months. seemingly because my new supplier never told them when I went live with them.
After hours of emails calls etc I've given in paid up so now hopefully I can be free of them

I've had a business telecoms account with XLN Telecom for 6 years and have noticed recently that the IP address allocated by their system was being listed as a Spam related address and so was being blocked by our website host - meaning we could not access emails or manage our website from our workplace.
The solution has been to re-set our router and so be allocated another IP address, however more often that not this fresh IP address has also been a blacklisted address and is blocked. I called their service team and spoke to Ryan today, who was very polite and helpful, but could not offer and solution without I pay extra for a fixed IP address.
I firstly expressed my opinion that I felt that unreasonable because of the impact the issue was having on my business and for my being a customer of 6 years standing (paying around £88 / month for two lines). That didn't seem to influence them at all, and I was advised I would have to pay more to solve the issue.
I then explained that I was quite unhappy with this response, angry even, and that I would broadcast my concerns to let others know about this issue, and XLN's response. This too did not persuade them to make any offer for a free solution.
Personally, I feel their attitude (not Ryan's - he was very helpful), cast into the policy their team have to follow, is very poor. That a customer of such long standing, with a serious complaint, can be dismissed so easily, more worryingly after that customer explained they would broadcast the issue, is extremely concerning. I think this company has demonstrated a very poor level of interest in customer satisfaction. I'm beginning to wish I could easily switch, however, the cancellation charge they quoted me is a staggering £199 for the landline and £299 for the broadband - a total of £500 as near as! I appear to be stuck, having to keep their service to avoid the cancellation charge.

Two weeks later they implemented a changeover to a new broadband provider, firstly ceasing the old one which they said was likely the cause of the Spam IP addresses. Only they hadn't provisioned a new service (having promised an interruption to service of around 30 mins), So now my shop can no longer take any card payments or access the internet, likely the case for the next 4-10 days.
It's half term, shop is busy, can't take anything other than cash whilst we wait on XLN to get a service replaced.
If I'd known this was their level of service I would NEVER have signed up with them!

I called XLN on Friday 23rd October, I wanted to know if I could reduce the cost of calls to my daughter in the states. I was then told a new deal would provide this. The contact ran through a script very rapidly and I confess to being a bit unclear. When I received the email from them with the contract details on 26th October they say I am locked in to a two year contract at a fixed cost of over £60 because I can no longer reclaim VAT. My wife and I no longer run a business and our old contract with XLN ran out in March 2015. We were waiting to consider new deals with alternative providers now the village has received superfast broadband. The XLN cancellation fee is punitively high. As soon as I got the email on 26th I emailed back saying I did not accept the contract and it seemed to fall foul of Ofcom rules. I was called later that day by an account manager who listened to what I had to say but in the end the response was basically - you verbally signed up, tough luck, we have you trapped. I feel foolish for being conned - there were hidden costs on our original contract and it was not good value - I wanted to consider new options - XLN have scammed me and I feel bad. They are clearly set up to operate on the basis of dubious paractices. I have sent a complaint to Ofcom and hope I can get a positive result. Never agree anything with XLN on the phone, ask for a full price to include charges hidden on bits of text on the internet, but probably best to steer well clear.

Luthfur Miah - on/off 9 weeks without a phone line . i have contacted my local newspaper.

Please find below the details of my complaint regarding XLN Telecom. All dialogue with them has taken place over the phone and in person with Engineers BT Open Reach.

19.5.15 There was no dial tone on the phone. I called XLN to notify them. Prior to this date the phone had gone down a number of times but it had always rectified itself after 10 -15 mins. As this was not the first time I notified XLN via phone. I spoke with the XLN fault line, they said that they would allocate an engineer and temporarily divert the number to the restaurant mobile. It took approximately 5 -10 mins for the divert to be active, therefore the restaurant was not contactable during this time.

The phone line went down a few times during the 19.5.15 and 29.5.15, however I have not logged the dates and times of these incidents as I presumed the matter would be resolved quickly. XLN assured me that they made notes on their system for each conversation therefore they will hold the details of these contacts.

29.5.15 - 17.10pm. Phone line down for approximately 20mins. I contact XLN fault line. It took 26 mins to get through to someone. I spoke with Venky (line manager). I asked him why it took so long for XLN to answer my call. I was told that they were very busy. I asked to speak with a manager. Venky told me that he is a manager and that he was answering calls as they are so busy. I explained that the phone line was down and that I needed a divert put on quickly. By this time the phone line had been down for 45mins. Venky confirmed that XLN would not charge me for the divert as this had happened a few times before. I explained to him that I was very frustrated as I had been without a phone line for 45mins during peak time on a Friday night and would have lost custom due to this. He appologised and said that he would not charge me for the divert. Venky arranged for a BT Open Reach Engineer to attend.

1.6.15 - 9.30am - 11.05am. BT Open reach engineer visited. He explained that the phone was not clear and was dipping. He showed me on a piece of equipment he had. Engineer changed wires in the green box outside the premises. He also changed wires underneath the ground near the neighboring Chinese Takeaway leading to the green box. At this point I had doubts that it would solve the problem.

On the same day I spoke with XLN staff, Dolly. She explained that if I have problems again they need to check with the exchange. At this point divert to the mobile was removed.

Between the 1.6.15 and 18.6.15. There was a problem with the line again. I did not make a log of this. XLN will have records of this.

18.6.15 - I spoke with Venky. He assured me that calls would continue to be diverted to the mobile until I returned from my holiday, from 19.6.15 for 1 week. 19.6.15 the divert to mobile was taken off. On the 19.6.15 the phone line went down. The phone line was down for 1 hour before it was diverted to the mobile by XLN. It was again a Friday night peak time, therefore we would have lost custom due to this. Venky also told me that he would refund the charges on my bill for the diverts. I had phone calls from XLN whist I was on holiday even through they had on record that I was away. I did not answer the calls due to the cost of international calls.

The week BT Open Reach were due to attend to look at the exchange on Field Lane, Walsall to see if they could find a fault there. I was told that I did not have to be on site as they were aware that I was on holiday this week.

24.6.15 - Without notification the divert to mobile was removed and returned to the land line.

26.6.15 - Phone line went down 6.45pm. Staff at the restaurant notified XLN. The did not activate the divert until 7.55pm. Staff at the restaurant, Rumel was authorised to call XLN and discuss the account as I was out of the country. I had previously given my authorisation for XLN to speak with Rumel and I had agreed this with Venky. XLN faults were unhelpful so another member of staff called them and spoke with three different people who were also unhelpful. We had no land line and no divert for a long period. This should never have happened as I had previously agree that calls would continue to be diverted to the mobile until I returned from holiday. We had no phone line active 1 - 1.5 hours again loosing custom.

29.6.15 - I called XLN to speak with Venky to ask why our agreement had been broken in that they took the divert off whist I was on holiday. I was told he was in a meeting and he would call me back.

2.7.15 - I called XLN. I spoke to Rebecca in Customer Service and Keerah from Faults Team. keerah told me that she was a manager. Keerah told me that she would raise a complaint with Open Reach as the phone line had gone down three times in one month and this should not have happened in such a short period of time.

3.7.15 - Keerah called me. She informed me that she was going to email Open Reach Manager to see why it has taken so long to resolve the issue.

6.7.15 - 9.30am. I rang XLN to speak to Venky. He was not available and I was told he would call me back. He did not call me back so I called again at 10.35am. The call was answered by Abdul. I spoke with Keerah (fault manager) and we discussed putting a new line in as soon as possible. I had an appointment to meet Open Reach Engineer today. The time they gave me was 1pm -6pm. At 5.23pm I rang XLN. I spoke with Laurence, Customer Service, who transferred me to Jasmine from Fault Team. I asked her if the Open Reach Engineer was going to come as there was only 30 mins left on the time slot. Jasmine informed me that he would not be coming and would attend the following day (Tuesday). I told her that I had wasted my time waiting for him. I asked how much they would have charged me if I had not attended the appointment today. She told me £99. I asked who is going to cover my costs for being there all day. I should be paid the £99 for the missed appointment. She told me that she would ask Keerah and get back to me. Jasmine did not contact me.

7.7.15 -12.10pm Jasmine rang to tell me the engineer would attend between 1pm - 6pm. I thanked her for refunding the divert charges. I asked her if Venky or Keerah could do the same for May's invoice. I ask regarding refunding my costs for wasted time for the 6.6.15. Jasmine said she would speak with Venky and Keerah about this. I have heard nothing since.

BT Open reach arrived at 2.45pm after looking in the green box for about 10-15mins. The engineer checked everything and he said that he would register the job as incomplete and that the problem may be underground. He told me that he had given me a temporty connection. He removed the divert. He left at 3.50pm.

4.05pm - Phone line went down.

I called XLN to divert calls to the mobile again.

13.7.15 - 12.55pm. Lawrence (XLN) informed me that Multi skilled engineer with more experience would attend next time. Lawrence informed me that he was going to ask a colleague if there was anything else they would do for me as this problem was still continuing after nearly 8 weeks. I was told that Jasmine was dealing with the complaint.

14.7.15 - 10.30am. I received a call from Rebecca to inform me that BT Open Reach would attend 17.7.15. Laurence had already informed me of this on the 13.7.15. She also told me that she had contacted managers at Open Reach to voice her concern as the problem has not resolved.

20.7.15 - (calls still diverted to mobile). 4pm I had a call from Laurence (XLN) to inform me that Open Reach had confirmed with them that the problem had been rectified and that they were going to take the divert off. I told him to check that the land line was working by the calling it before he removed the divert. I stayed on the line with him while he did this. He told me the land line was engaged. I told him that this was the original issue so therefore the problem was not resolved. I called the restaurant to check that the land line was not in use. Staff confirmed that it was not being used and therefore should not have been engaged. So the problem was ongoing. I called XLN. I spoke with Laurence and asked him to keep the divert to the mobile. He booked me another appointment for the 22.7.15 for an Open reach Engineer 8am -1pm.

22.7.15 - Engineer arrived he connect a completely new line from the restaurant to the first box. Another engineer joined him. This seems to have resolved the problem.

THIS IS WHAT I HAVE HAD TO GO THROUGH

Luthfur Miah

TOUGH LUCK !

I was highly recommended by a friend (not knowing he wanted the £35 reward). Switching over was smooth but later on discovered after several calls to the alarm company and monitoring centre that my Red Care based alarm system is not compatible with the XLN telephone line. Upon calling XLN I was told that I had to upgrade to a different platform and it will cost an extra £3 a month and it will take approx 2 weeks. So in the meantime the business is unmonitored.
After calling to make a complaint, I was told that it is your fault and you should have made sure that XLN basic service will work with Red Care.
My argument was that you are a business specialist company and should have made me aware at the point of sale rather than finding out later. I have to now pay an extra £3 a month which is totally unfair. So if you are thinking to switch over to XLN, please don't get sucked into their prices you could lose out in the long run.

BEAT THIS NOW !

The switch over to the new platform was supposed to complete yesterday [protected]). So no broadband for the day. Was told it would complete in a few hours. NO BROADBAND today either or possibly for the next 7 days.
WAY TO GO XLN.
Sent staff home today. Happy holidays for the next 7 days.

ARE YOU STILL INDECISIVE ABOUT XLN ?

DAY 1: NO BROADBAND
NO ALARM MONITORING

DAY 2: NO BROADBAND
NO ALARM MONITORING

DAY 3: NO BROADBAND
NO ALARM MONITORING

DAY 4: NO BROADBANDNO
ALARM MONITORING

XLN team do not know what they are doing and Managers do not call you back within 48 hours. Disgusting service and would not recommend to anyone.

We believe that XLN miss sell contracts. Having it verbally confirmed that we would receive up to 17MB download speed, (which admittedly is not great compared to our previous Virgin service) We do not.
We were NOT told that we would only receive a maximum level of 3MB or a Daisy service. NOW THAT IS MISS SELLING OF CONTRACTS!
We are also out of business AGAIN FOR THE 6TH DAY RUNNING after a supposed upgrade. We are now down to ½ a MB (Obviously I misunderstood it was a downgrade!)
When we initially switched from Virgin to a contract with XLN/BT OPENREACH, we had no internet from September 2014 until December 2014. Is that really acceptable for an internet business who has had arrangements in place for a switchover with little disruption allowing our normal service to resume in order to carry out our daily internet business.
Customer service...Dreadful. False promises they just say anything to get you off the line.
The moral is stick with VIRGIN !

Hi all,
We're sorry if you're having any issues with our service - we are more than happy to look into any issues you may be having - you can email us your contact details to social@xlntelecom.co.uk and we'll look into your account for you.
Thanks,
The XLN Team

We had a contract with XLN, and they have completely took us for a ride, not even 2 months of service and they are try to charge us £183.50! When it was contracted at less than £30.00 p/m, in that short time the service has been the worst we have ever experienced, we will be taking them to court for loss of earnings, as there contracts are floored, we would ask anyone else wish to do this to contact us at soundrecordsltd@gmail.com in order to start a class action.

I had the contract over a year ago, and I have just noticed that, I have been charged “ and paid” £850 in just under 12 months, I have only used the phone line a few times, I was charged £75.00 for one single phone call of 35 minutes, their excuse for the extremely high charges that, I was not paying my bills on time... I would like to take them to court too.

Dreadful company, hateful customer service advisors Just got my mac code from them today and proceeded to set up with BT and paid line rental in advance. Then XLN Emailed to say they were charging 299.00 cancellation fee as contract was not up until 09/04 as I changes the tariff when I complained the average bill was £90.00 per month as opposed to £55.00 when the claimed they could match BT to begin with. Has anyone ever got rid of them and did they ever pay the fee. Most providers only charge per month cancellation fee why the charge of £299.00 and is this legal. Do not why Oftel are not invesatating this dreadful company.

After being with them for 6 Six years prices were gradually rising thought it was time for a change. Thinking that I was well out contract which was for 2 years. Little did I know it became a monthly rolling contract which I needed to give 42 days notice. After a very disturbing phone conversation they clearly stated if I changed phone providers I would receive a cancellation fee of £299. I asked for my contract renewal date but they told me I didn't have one. So how can the terms and conditions apply then? So I gave notice but of course BT took over the phone in a couple of weeks which then incurred the cancellation fee. They then passed the debt on in a month. In this time period I have been quite poorly and suffering from brain fog from health issues struggling to work 3 days a week but Having a business must continue. Now the Debt collectors are ringing me and they said I should of remembered by terms and conditions from 6 years ago I have trouble remembering what I done yesterday. Been in contact with Ofcom and now got to wait another 8 weeks for XLN to reply as they didn't the first time with a recorded letter. I just think this is terrible code of practice and excessive billing. To be held to ransom in this day and age I would rather in the future not to have a phone than ever go back with this company.
So people please beware of this company I only have a very small business and now Debt collectors have put their bit on it's now £359 been threatened with court, removal of equipment and then never being able to get credit. All for trying of get a better deal which I thought as a consumer I was entitled to. How could I have been so wrong.

The worst company I have ever dealt with. Their broadband, customer services and phone charges are unbelievably bad. Today because we could not get any broadband we had to let 4 customers leave our restaurant without paying as the could only pay with debit card and as we didn't have any broadband (AGAIN) we had to let them walk!

If you want your worst enemy to suffer...sign them up with this company. The cut my business line for 2 week, put me out of business and I lost more than 10000 clients. They made my life hell, nearly lost my business and they wont even understand the situation! The worst costumer service and no one knows what they're doing! Management team has no control over their complaints and tries their hardest to waste time. I thought talk talk is bad, until I met this company. Honestly, till the day I live, I will curse this company until they go bust. I wish nothing but bankruptcy for them. I'd like them to taste their own medicine once and for all!

I took two telephone lines from XLN telecoms after six year I changed one line to BT a few days later XLN sent me a termination of contract cancellation fee invoice for £299.00 unwanted slammed contract was only 12menth after 6 year XLN they trying to charge me £299.00 and they are bad bad bad company

this company is one of the worst i have ever dealt with, i have recently changed my telecoms provider getting away from this shower was a nightmare. they tried to charge me £299.00 tpo leave saying my contract had another 6 months to run, i asked for proof of this which they couldnr provide, i knew i had the same contract for 18months but when i took it out it was only for 12months so only 1months notice in writing was needed. i sent my notice by recorded post changed provider, then the £229.00 cacelation bill dropped through the door. i told them to take me to court for it when it got near the court date yep you guessed it they wavered the bill. do not be bullied by this lot of clowns they are completeley unethical.

Yes, this company is weasel in its ways. This company behaves all sweatness and light to get your business. Once it has it consider yourself in difficulty when you attempt to change providers. Expect to get billed a hefty fine even if you cancel your contract well within its terms. This company is parasitic and completely immoral in its business practices. Indeed don't just read their contract -put it before a solicitor months before you intend to leave this company.

E.g. I cancelled my contract c. six months before it's end. Naturally I intended to switch providers. I notified my new telecoms providor and they started the switching process. A few days later XLN sent me a Termination of Contract Cancellation Fee Invoice for £299.00. They did this last year: SLAM -too late! Now they're doing the same thing again this year again, just a few days before the present unwanted slammed contract is due to end. Oh dear SLAM again! If you fancey becoming one of XLN's muppet ### do please choose them as your telecoms providor.

Disguting company i have numbers on my bill every day for a card machine and uSA call which i do not make which i ahve proof of when talking to Charlotte in billing team her answer is request a complaints form this is 4 months later of reciving incorrect bill, then speaking to John in credit controll same answer I have dealt with some comapany but these are the worst i have dealt with
On no account use this company .

I was completely conned by Punn in 2006 and cannot believe the little runt is still peddling his lies to the poor desperate souls who are looking to do a job. I had been out of work and was desperate for a chance, Steve Punn knows this and preys on it. Six years on and he is still at it, using and abusing vulnerable honest people. This man is pure evil. AVOID THIS WEASEL AT ALL COSTS!

I think people should be much more aware of the current telephone bill they are paying and if they think they can get lower prices by going with any other telecom company then they can change.Mam/Sir it might not be a hand written contract but there is a verbal contract with this telecom company that you have signed.Show them your previous bill and current bill and ask them to reduce your prices...i am sure there will be somebody good in that company to take good care of your bill.Thanks

It is a ### company with no morals or ethical codes when it comes to their recruitment practises; so why believe that the service provided is any better. The people who sign up businesses are even part of the company, so that way they have no liability or fault. I was unfortunate enough to believe in the "scam XLN telecom job" and signed up a good number of people telling them lies and bull-###. We were encouraged to do so by a short ugly Malaysian guy called, Steven Punn, and weren't even paid for it. Scam of a company! Don't believe his lies...