162 Customer Reviews over 5 pages
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- Location
- North West Essex
- Reviewing
- XLN Telecom
- Date
- 2020-10-01
- 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.
- Location
-
- Location
- north yorks
- Reviewing
- XLN Telecom
- Date
- 2022-08-08
- 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.
- Location
-
- Location
- norwich
- Reviewing
- XLN Telecom
- Date
- 2018-07-03
- 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
- Location
-
- Location
- Odiham
- Reviewing
- XLN Telecom
- Date
- 2022-01-25
- 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.
- Location
-
- Location
- Peterborugh
- Reviewing
- XLN Telecom
- Date
- 2018-07-04
- 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"
- Location
-
- Location
- Priddy
- Reviewing
- XLN Telecom
- Date
- 2019-09-17
- 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.
- Location
-
- Location
- Queensnury
- Reviewing
- XLN Telecom
- Date
- 2022-12-17
- 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!!
- Location
-
- Location
- Rawtenstall, Rossendale,
- Reviewing
- XLN Telecom
- Date
- 2019-12-04
- Location
-
- Location
- Sandwell
- Reviewing
- XLN Telecom
- Date
- 2019-12-26
- Location
-
- Location
- Scarborough
- Reviewing
- XLN Telecom
- Date
- 2020-05-06
- 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
- Location
-
- Location
- Scotland
- Reviewing
- XLN Telecom
- Date
- 2020-04-30
- 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.
- Location
-
- Location
- Scotland
- Reviewing
- XLN Telecom
- Date
- 2019-02-11
- 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!
- Location
-
- Location
- Sheffield
- Reviewing
- XLN Telecom
- Date
- 2022-12-01
- 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.
- Location
-
- Location
- sheffield
- Reviewing
- XLN Telecom
- Date
- 2019-04-18
- 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.
- Location
-
- Location
- Sidcup
- Reviewing
- XLN Telecom
- Date
- 2021-10-18
- 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
- Location
-
- Location
- Somerset
- Reviewing
- XLN Telecom
- Date
- 2022-06-19
- 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.
- Location
-
- Location
- South London and Hampshire
- Reviewing
- XLN Telecom
- Date
- 2022-05-25
- 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.
- Location
-
- Location
- south molton
- Reviewing
- XLN Telecom
- Date
- 2020-02-07
- 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)
- Location
-
- Location
- Southend on sea
- Reviewing
- XLN Telecom
- Date
- 2019-03-24
- 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.
- Location
-
- Location
- Stoke on trent
- Reviewing
- XLN Telecom
- Date
- 2021-04-06
- 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
- Location
-
- Location
- stourbridge
- Reviewing
- XLN Telecom
- Date
- 2019-02-12
- 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
- Location
-
- Location
- Stroud
- Reviewing
- XLN Telecom
- Date
- 2021-07-23
- 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!!!
- Location
-
- Location
- Tamworth
- Reviewing
- XLN Telecom
- Date
- 2020-02-19
- 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.
- Location
-
- Location
- Teesside
- Reviewing
- XLN Telecom
- Date
- 2020-10-23
- Location
-
- Location
- Thames Ditton
- Reviewing
- XLN Telecom
- Date
- 2019-09-28
- 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.
- Location
-
- Location
- Unknown
- Reviewing
- XLN Telecom
- Date
- 2018-06-20
- Location
-
- Location
- WARRINGTON
- Reviewing
- XLN Telecom
- Date
- 2023-02-01
- Comments
-
They are simply add costs to your bill that you havent agreed,and wont credit them back.
- Location
-
- Location
- Wednesbury
- Reviewing
- XLN Telecom
- Date
- 2020-10-14
- Location
-
- Location
- Wells
- Reviewing
- XLN Telecom
- Date
- 2020-01-22
- 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.
- Location
-
- Location
- west midlands
- Reviewing
- XLN Telecom
- Date
- 2018-12-04
- 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.
- Location
-
- Location
- West Sussex
- Reviewing
- XLN Telecom
- Date
- 2018-11-13
- 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
- Location
-
- Location
- Weymouth
- Reviewing
- XLN Telecom
- Date
- 2018-10-02
- 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.
- Location
-
- Location
- Whitby
- Reviewing
- XLN Telecom
- Date
- 2024-03-23
- 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.
- Location
-
- Location
- Wigan
- Reviewing
- XLN Telecom
- Date
- 2023-07-11
- 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
- Location
-
- Location
- Wigan
- Reviewing
- XLN Telecom
- Date
- 2022-11-23
- 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
- Location
-
- Location
- WILLENHALL
- Reviewing
- XLN Telecom
- Date
- 2021-11-22
- 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
- Location
-
- Location
- Willenhall
- Reviewing
- XLN Telecom
- Date
- 2018-10-14
- 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
- Location
-
- Location
- Wilts
- Reviewing
- XLN Telecom
- Date
- 2021-06-25
- 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
- Location
-
- Location
- wood green
- Reviewing
- XLN Telecom
- Date
- 2019-10-14
- 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
- Location
-
- Location
- Worcestershire
- Reviewing
- XLN Telecom
- Date
- 2021-02-16
- 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!!!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
XLN Telecom are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and XLN Telecom.