XLN
Reviews and Complaints

We changed providers for our telephone and internet. XLN were due to take over on Monday 19th August 2024. On that day we had no telecommunications at all but by the next day we managed to get internet access. We rang every day to see why we had no phone lines working - we had 2 business lines and our business depends heavily on both making and receiving calls. I logged a formal complaint on Wednesday and was told that we would be connected on Friday 24th. It is now Tuesday 28th August and we still have no phone lines. They now find it amusing when we phone - laughing and saying ‘it’s her again’ - very unprofessional behaviour.

I have been emailing you regarding the Wi-Fi as it has not been working at all since Tuesday 26th April 2022. After I had contacted you, an engineer did come down and he sorted it out, and it continued to work until Friday 29th April 2022 when the Wi-Fi stopped working along with the landline. I am very concerned as I have contacted your company on Friday and they did explain there has been a bug. I have been told it will take around 10 working days for an engineer to come and sort it out. Why would it take 10 working days when last time the engineer came in less than an hour? The landline number you have provided us is on our Facebook and on our Website and since the landline number is unreachable we are losing out on customers and on orders which is a disadvantage for our company especially when we have paid loads of money on advertising. I’m not happy about this as I have a business to run and also having this Wi-Fi issue is not helping as we can’t even do our invoicing or any of our work. Furthermore I have also been charged £50 when the bill was £27 so I need an explanation of why there is a drastic price increase and why do I have to pay for a service I am unable to use! This is frustrating! I have also been emailing you a couple of days ago but I did not receive any answer. I need an URGENT response!

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.

We swapped over from Talk Talk to XLN because they promised a minimum of 1/2 MB download speed and maximum 2.2 MB. They had a phone line and broadband deal they signed us to and from day 2 we started having issues connecting to the Internet. Opening even a web page as Google search engine would take 5 minutes to load.
1/2 MB download speed was non existent. In desperation we turned to BT and connected a totally different phone line and broadband contract.
We repeatedly asked for this service to be canceled because the service we had been paying for over a year was basically non existent for us as far as we were concerned.
When contacted they sent the engineer over from Open Reach who confirmed we can never get any better service in our area from XLN and who advised us to swap over to fibre optic.
When contacted and inquired about cancellation they kept telling us that the longer we stay in the contract the cheaper it gets to cancel.
Tonight [protected] )when we contacted them again they said it is the same. In disgust and desperation we decided to cancel ALL dealings with this company where every customer service rep tells you something different, where the only thing one can be sure off is being ripped.
They demanded the £299 cancellation fee for each of the telephone lines canceled and the £90 for the Internet. That is £697. We paid that and so far we have received confirmation of only the Internet being canceled with them.
Still in limbo.
My company has suffered losses as a result of poor internet services. I lost clients and contracts. XLN does not care about services supplied or not supplied.
AVOID AT ALL COSTS. DO NOT BE FOOLED BY THEIR POLITE INITIAL APPROACHES. DO NOT VERBALLY SIGN UP TO ANYTHING OVER THE TELEPHONE.

I pay for fibre broadband with a guaranteed minimum speed of 30mb and I am getting less than 10mb my cameras have failed in my business as they work via WiFi and my customers have not been able to use the free WiFi because it won't work even though I pay for it every month I will not be staying with the company as it's unreliable and can't afford for my customers to not be happy and be able to use a service that I pay for

When we moved in to our rented accommodation we were told we had to pay £300 to cancel our Landlords XLN business broadband/telephone line, or take it up on a new residential contract. We could not afford to cancel so had no choice but to take up the new contract. Slow intermittent broadband was an understatement but what choice did we have?

We have now been told we have to leave from our home as our Landlady is selling it due to very ill health (currently having her heart operated on and due to be in hospital for at least a month if not more) Not only are we losing our home but work also due to having to relocate, and myself being 5 months pregnant.

I contacted XLN today to explain that we have to move so could we please end our contract to be told yet again that we have to pay the £300 cancellation fee or for our Landlady to contact them to take the contract over as a new tenant...She is in hospital! I have been told that we have to provide an eviction notice dated and signed, which we do not have and can not get, and if, god forbid she does not make it after the operation, we are pretty much stuffed.

Customer service is obviously not a high priority for XLN.

Phone conversation was on 21.02.18 at 11.10am

All I am asking is that I can cancel the account without incurring a ridiculous fee.

From 20/10/2017 my phone line has not been working 4 weeks now, on the 23/10/2017 we started been able to receive calls but we can not dial out, our card mashine not working because of phone line today is 24/11/2017 and our phone line not sorted out
This has been very bad for our business very opseting and stressful.
At this stage i don't know what to do I am paying for service that is not functioning properly as it should and I am shore if I was with different phone provider then XLN this mater would be sorted more quicker.
I don't know what to do at this stage because i am in contract with XLN until January.

I have been with a customer with VIRGIN few years I had nothing from but an excellent service by all means till these people rang me offering to save money for the same service...I accepted the offer over the phone after they promised me that I am free leave if I am not happy with the service.
Now over 8 months gone still not receiving any internet I keep loosing customers because most of the time I don't have access to internet. I kept asking to leave they asked me to pay the rest of the contract off now they sent an engineer to 2 times and still can't fix the problem and while waiting for the service to start I am forced to pay the full bill which turned up to be only 3 £ less than VIRGIN as when they were giving me the prices over the phone they didn't include the VAT.
This service maint to be for small businesses to help them increase their savings on costs but turned up to be a burden will knock the small business down.

We signed up for a bundle with XLN Small Business package that included mobile data. They are claiming that we have gone over our usage by .4GB and charging us 50p per MB..the amount is criminal. We pay £9 for 1GB of data every month. They claim we have gone over.

Firstly, they only mention the 50p per MB over charge in the initial phone conversation and tell you that there is no way you can set your phone to stop downloading once you have hit your limit.

Secondly, they have sent us a document supposedly showing our usage that makes no sense. There is usage on days where we literally had the sim out of the phone while it was at the phone shop being repaired.

It also shows that the only phone calls we made were to 1 number only which is not even listed in our phone. It also doesn't even show you when or how much data was used.

The way the customer service man explained the sheet to me would mean that we were on the internet at times for over 24 hrs a day! And even then, they can't tell us how much data was used in that period.

I have offered to pay a reasonable fee for the "claimed" overuse charge, and so far, after 2 + hours on the phone, they still want to charge me for all of this usage and a ridiculous rate.

the company have a put the price without my knowledge and changed my package, , they said I know you were in a contract, , but we did send you a email, , they have charged me double on what I was paying on my other contract, , that I had with them, , , i said you cannot do this to me, , because I am in your contract, , they said they can, , , , I said I will leave then and they said they will charge me £299.99 because I wil then be in breach of contract, , , does anyone know where I stand with this please, , ref ac/ 4797977 mandy miles is my ac name

Adding Product and Charges to your account without you have been informed.
1- Business Assurance £1.95 + vat
2- Payment Processing Fee £3.95 + vat

We have been XLN Telecom customer since October 2015. We have had alread money taken from our Debit account ( £99.0 + Vat ) on November 2015. without informing us. The money was refunded before the court proceeding against XLN Telecom.

They said they will refund the all the charges for Business Assurance. they said " Payment Processing Fee " is in our terms and condition they said " Sorry it is not " But is it is in our " policy " which the sale team have informed you, “which they did not” . The total amount is £16.90.
It is the principle. They are total Rubbish. Unfortunately we can not cancel our contract until our terms is finished

We will give them anothe 7 Days and we will start the court proceeding against XLN Telecom.

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. Advice as to how to proceed would be gratefully received.

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.
The moral is stick with VIRGIN !

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.

XLN BUSINESS SERVICES charged money from my mobile phone. I called them and they told I somehow has subscribed to them. I never did it! I wanted to unsubscribe and they told it will cost me $300! Are they crazy? I will call the lawyer!