Unfortunately you cannot do zero stars. This company wants me to pay the cancellation of £100 for a service I did not even receive. I'm still waiting for the modem to turn up. After waiting over 25 days. I called ask them what is going on they told me my broadband has been cancelled but the phone line is live. I explained that this is not what I ordered and I want to cancel as I have not received anything or use any of the services. The best they could do was to slap me with a £100 cancellation fee I wish I read these reviews before hopefully this review stops someone using their service and they will lose more than the hundred pound they just took off of me for absolutely no service whatsoever avoid avoid avoid

cannot get through to faults. waited over an hour on many occasions on the phone with no answer. Live chat missing from their web site, fault logs reported through their very own system are never aknowleged or actioned. i cancelled the dd and sent email to their address onsite which after 3 auto attempts could not be delivered with message  No action is required on your part. Delivery attempts will continue for some time, and this warning may be repeated at intervals if the message remains undelivered. Eventually the mail delivery software will give up, and when that happens, the message will be returned to you. ). i have now been forced to move to another supplier and xln still insist on sending me bills even though i mailed them and sent messages through their faults system telling them to cancell my account with immediate effect. DO NOT GO WITH THIS COMPANY IF YOU NEED A RELIABLE SERVICE AND GOOD CUSTOMER SERVICE !!!! i would also like to add if you voice your honest true opinion on the social media and they dont like it they ban you and delete all the comments. i have noticed lots of comments have vanished from their FB Feed including all of mine. so it seems someone does actually read the comment but cannot be bothered to handle them in a proper manner just delete us and carry on ripping people off. Date of experience: 01 October 2023

Do not go near this company their customer service is shocking. Altered my contact they cancelled my business phone line by mistake lost the number told me I'd have to have a new number... Got to change business cards, signage, 100s of customers 14 days without a phone line and still waiting.... KEEP AWAY THIS COMPANY ARE SLOWLY KILLING ME BUSINESS... I'm a little village shop (sole trader) I can't believe this could finish me... Thank you xln you horrible people

If I could give a 0 I would. We have a business line and internet with them, never been very good and internet has always been mediocre. The phone has not been working for the last few days, I contacted the fault team to be told that the fault was external, and they would send someone out. He then said if the fault is found to be in our property, we would pay £180. We said that was fine, but we wanted to know beforehand after they had looked outside before they came onto our property and billed us. Apparently, this can't be done. Luckily, we are now out of contract with them so asked to cancel. This, of course, had to be done with another department. I am now sat on the phone and have been for 1hour and 15 mins while I write this. I started at caller number 21 and now caller number 13. Could be here all night. They will not take cancellations online; I can only assume that they hope you may go while waiting for someone to pick up the phone so that you are unable to cancel. No doubt they will expect me to pay for the next month while I wait out my termination notice even though I have no phone access. Avoid this company like the plague

THINK BEFORE YOU SIGN UP...... Once you're using their services you can't cancel without big cancelation charges than your full contract left to pay like £499 + vat before the end of the contract, they renewed our contract and from 2 x bills that supposed to be £27 + vat each they managed to bill us £129 and didn't fix it and we didn't have another option than pay for it, otherwise we would face more charges, terrible company, no respect to their customers and sent letters with large figures to scare people to leave, avoid them, would give them 0 star if possible.

I have only rated this service as one star as I was unable to rate in any lower!Since November we have had no internet connection for our business. We have contacted XLN several times, and now feel as if I could be an employee. I have moved wires, reconnected phones and supplied another router. After weeks of checks they agree to send an engineer. Even get a text from engineer informing that they would be on site. XLN then contact and inform that they have managed to fix the issue from their end and have cancelled the engineer, if only they could have done this in November/December/January. Guess what - no internet and XLN then claim they knew nothing about an engineer. If you want to cause your own mental health and business damage, then sign up for XLN, otherwise go with a proper company.

I cannot advise anyone strongly enough NOT to use XLN as the service was terrible from start to what would be the finish, however, I am currently in the process of taking them to court as they are trying to say I have agreed to a contract until November 2019 which they cannot prove as this has never been agreed. Forget about the cheap rate for the first few months as its to get you signed. The customer service is the worst of any company I have ever been with, and to advertise 5 stars on Trustpilot on their site is an embarrassment. Go for a reputable organisation/business as these are sharks.....avoid at all costs.

My contract with XLN expired and I decided to switch to BT as the deal was better, XLN have made moving over to BT very difficult and have stopped the transfer on a couple of occasions so far, they have also called my business discussing details with one of my staff members and have threatened me with a £299 bill if I leave, real old school bully boy tactics. They also bombarded me with texts and calls. I have made a complaint and am still awaiting them to come back to me with what they are going to do about threatening me with £299 when I am out of contract and don;t have to give them a penny. I presume this practise is illegal and will persue until I get a satisfactory response from them. My advice, steer well clear, BTs pricing is very similar if not better, the deal I have just taken with BT is the same price as XLN but includes broadband internet.

Tried cancelling my service they harassed me ignoring my request to cancel

Extortionate and dishonest avoid The most dishonest phone company in the world. They charged me 40£ for a faulty router their own tech guys certified as faulty and asked me to return. I called to inquire about the charges on my monthly bill and the agent lied and said the router I returned was not faulty so I had been charged for it , whiles I had not even sent it back. They wanted me to pay for its return whiles it was their tech guy who asked for it to be returned and further did not even bother to give me the return address. To court we go. Trading standards will be involved. The agent did a 360 when I said I had recorded the conversation. Don't call them without recording the conversation yourself. Always use a mobile phone with a call recording software. My rating is 0. Extortionate and dishonest avoid.

I have been with XLN for several years with three business lines, at first were very reasonable, the charge now is ridiculous so I have applied to change suppliers and XLN are giving me a lot of hassle and threats on how much it will cost me to leave even though my contract has expired. The last stroke was to say they can do it for the same price as my new suppliers so why have I been being charged three times this amount for the past three years will they refund me all this money if I stay with them. I DONT THINK SO

To all who are thinking of switching or signing up to XLN stay well clear!! I have two businesses and have used XLN for my first business not by choice but because i took over the original business. The bills were coming to high so i called up to find out that the account was not set up how we wanted it set up originally long story cut short it took ages to resolve and then they convinced me to stay throwing all their sales tactics with loyalty discount etc (even though it was not loyalty discount becuase you can get the same offer for new customers on their website but the sales people think were dumb). So i did the mistake of staying as the offer for business was attractive. When resigning they did not tell me i would lose my 0845 inclusive calls you would think they would mention this when signing up but as with all companies they hide behind mentioning it their terms and conditions BUT not making it clear that you would lose your loyalty features if resigning, so if you assume it is included as you already had it and use it you get charged and thats how they make their money. I called to make my concerns heard but all you get is them protecting the company and not listen to what your raising as an issue maybe their on bonus or something as a business owner i am not going cry over £6 but it was the principle of the practices they use to make you re-sign and chase them afterwards. Not only this BUT STAY AWAY FROM THERE BROADBAND at no point during sales conversation where i had told them ample time my restaurant is open in the evening and using epos systems and web systems i need a stable system so i was assured that they have a faults line available they FORGOT TO MENTION IT IS ONLY FOR LANDLINE FAULTS NOT BROADBAND so if your business needs broadband to trade in the eveings do not get it from XLN, I had signed up for both fibre and dsl broadband only to find that there was faults from day one for which i chased and chased until finally they sent a open reach engineer 6 weeks after have little or no broadband and having repeatedly telling them that there was a line fault they only agreed to the engineer after 6 weeks who confirmed it was an issue and resolved straight away but NOT XLN it was due to myself being persistent, it helps that i know a thing or two about networks but for those that dont this could have gone for months. Now the compensation for loss of business £0.00 the compensation for having the fault for which they argued i only raised 4 weeks in even though they confirmed later after arguing it was from day one £3.16 the cheek. I would highly recommend steering away from companies like XLN and staying with mainstream companies and deal directly with them yes they are more expensive but you most certainly get what you pay for I wish i satyed with my previous provider. I 100% will be switching both of my businesses to another company after my contract finishes not only that but whilse we intend to expand I will not be using XLN The account managers you speak to one then to another then another and then they make you repeat everything give you different information and accuse you and make it your fault even though when they finally check notes realise its their fault Simple put ...miss-sold, miss-advised, miss-managed, not listened to the worst company I have dealt with to date as a business owner absolutely disgusted to put it politely

Moved from BT to this crowd...biggest mistake ever....incompetent salesman and backup staff...a number of whom cannot speak fluent English. Sales representative has yet to answer my phone calls...knowing how I feel...AVOID THEM AT ALL COSTS.....can't wait until the contact ends...they should all be jailed!

I have been in contact with XLN for over a week now dealing with extremely slow or no internet connection. The problem seems to be solved for around 10 minutes before the router needs to be reset again and again. Complete and utter waste of time and I am now waiting for a call back that I was supposed to receive 4 days ago, still no call and shocking broadband. Thanks XLN for making my working day hell.

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.

I have been with xln for a couple of years now and will never ever use them or refer them to anyone again. They agreed to pay back some assurance (insurance) charges that were added to my account without my knowledge or authorisation. After chasing the credit they have now said that they will not refund all of the charges. (this sounds remarkably like how the banks got in trouble with ppi). All in all a Misleading and dishonest company. do yourself a favour and give this one a miss.

Signed up 5 weeks ago for phone and broadband. Appointment to install on 5th Aug.Engineer didnt turn up.Then another appointment 11th Aug and didnt turn up.Talked into one more appointment today (19th Appt) and didnt turn up.Still no line and keep getting fobbed off with excuses.If you like waiting XLN is for you. Woud not recommend to my worst enemy.