XLN review: Broadband

Our services stopped working on Monday 11th September. Contacted XLN via phone, we could not get through. Wait times on the phone were abysmal. Finally got through on the Wednesday 13th September. They booked an engineer to come out on Saturday 16th September between hours of 8am-1pm. A staff member especially went into office to wait for engineer, engineer was no show.

So on Monday 18th September I called xln and requested they cancel our services. This was done for 2 reasons: 1) We had no broadband and we're paying for something we were not receiving 2) Their prices started off cheap and have risen every year and I could get the same service cheaper. We are not in contract. The advisor on the phone told us to email: [protected]@telecom-service.co.uk. I emailed them the below email:

Hello

Please take this email as 30 days-notice to cancel our services. We currently have no broadband and have been without broadband for over a week in the office. We are paying for a service we are not receiving. This is also having a detrimental effect on our business.

You booked a BT engineer for Saturday 16th September, between the hours of 8am-1pm, the engineer didn’t turn up! I rang you and your advisor was arrogant and no help, just very arrogant! I am sure you will also try to charge us for a missed engineer fee, even though the engineer didn’t turn up!

I will be making a complaint to Ofcom to get reimbursement for the past week and the 30 days’ notice as we will not have broadband for this period but will have to pay for it, hopefully Ofcom can get us refunded for the charges you make.

Please see details below for cancellation:

[protected]

Please confirm you have received this email by return and date of cancellation.

Today (Thursday 21st September) at approximately 10am I got a call about my cancellation, spoke to Ahmad. He said as a goodwill gesture he would cancel our services with immediate effect as of today's date.

Later on, same day I get a letter sent via email saying our phone line (a phone line we never use) has been cancelled and broadband price has increased by . I was told our broadband had been cancelled as requested then I get this letter saying it hasn't.

Sick to the back teeth of this company. Prices are extortionate, customer service is abysmal and I want to forget they exist by ending all dealings with them. We need our broadband cancelling from the 11th September so I can move on from this unethical, waste of a space company!