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  • FIRST POST
    • JaniArnolds
    • By JaniArnolds 4th Oct 17, 4:15 PM
    • 2Posts
    • 0Thanks
    JaniArnolds
    XLN Broadband Scam Help Needed
    • #1
    • 4th Oct 17, 4:15 PM
    XLN Broadband Scam Help Needed 4th Oct 17 at 4:15 PM
    Hello to all. My first post in this forum but I have been reading the great advice here for years, however never needed to ask for help.

    I've got myself into a situation with XLN Broadband after they completely lied to me on their advertising and now they are gauging me for money and i would appreciate greatly any advice on how to handle this situation.

    in June this year I was looking for a broadband connection for a small business and I foolishly clicked on a XLN Broadband ad that promised a year of free internet.

    I entered my phone number thinking that not much would come of it.
    As I was on holiday, one evening I get a call from XLN asking me to set up a connection and as I was having dinner at the time of the call, I just agreed with whatever the guy on the call said (stupid, I know). My thinking was that they would send me a contract to read and sign before anything would be done. Soon I got emails from them saying that there has been an appointment set up for an engineer to visit to install a new line.
    I followed through thinking that i would get a free 1 year broadband.

    The engineer didn't turn up on the first appointment even tough I took a day off just to wait for him to arrive.
    They rescheduled the appointment a month later.
    At that point there were no talks about money or how much I would need to pay.
    I was under the impression that I would be entering into a 24 month contract for unlimited broadband for 16.99 a month from which first year would be free.. (please see image links below for proof)

    So they set up the connection a month later and after first 2 weeks i got the first invoice and my jaw dropped. They were asking for 55 pounds instead of the promised 16.99. I called them up saying they have made a mistake and i was told that the 50 pounds (for the first 2 weeks) were admin charges for not signing up for direct debit and one month advance for the connection. I asked them to switch me to the 16.99 package.
    Fast forward to the latest bill I got few days ago. The bill is 154 pounds and apparently they have charged me a "missed appointment" fee which is 99 pounds. I called them up and asked again to switch me to the promised 16.99 deal and i asked for evidence of the "missed appointment" to which they read a statement of the engineer saying he knocked on the door and nobody answered which is a lie.

    I am at a loss here as it is around 500 pounds to get out of the contract so i am desperate for advice on how to deal with this.
    Thanks for taking the time and reading this. Regards.

    PS. I have screen-grabbed all the offers they were promising me so if you want to have a look go to the urls below. (not allowed to post direct links because I am new )
    https___ibb.co/iDbVVb
    https___ibb.co/jEyVDw
Page 1
    • JJ Egan
    • By JJ Egan 4th Oct 17, 4:44 PM
    • 9,964 Posts
    • 4,104 Thanks
    JJ Egan
    • #2
    • 4th Oct 17, 4:44 PM
    • #2
    • 4th Oct 17, 4:44 PM
    This is a business contract ??as such you will need to read your terms and conditions .
    https://www.xlntelecom.co.uk/business-broadband
    • Neil Jones
    • By Neil Jones 4th Oct 17, 4:48 PM
    • 1,016 Posts
    • 561 Thanks
    Neil Jones
    • #3
    • 4th Oct 17, 4:48 PM
    • #3
    • 4th Oct 17, 4:48 PM
    XLN is a business to business operator, in those circumstances you don't get the protections in the consumer side of things - no option of written agreements to pour over or 14 day cooling off periods, a verbal agreement starts the ball rolling so to speak straight away as soon as you say Yes.

    The deal appears to be this one:
    https://www.xlntelecom.co.uk/business-phone-broadband/business-max.aspx

    Presumably if you needed a new line you were moving to them from Virgin?
    • JaniArnolds
    • By JaniArnolds 4th Oct 17, 4:51 PM
    • 2 Posts
    • 0 Thanks
    JaniArnolds
    • #4
    • 4th Oct 17, 4:51 PM
    • #4
    • 4th Oct 17, 4:51 PM
    It is a business contract apparently, however I have never signed any piece of paper. They are saying that the first phone call is a verbal contract, even tough I have not signed anything. The whole time I have been telling them on every phone call that I am expecting the 16.99 deal and they just refuse to even acknowledge that such a thing exists. Every time I mention this on the phone they just tell me that I am getting an amazing deal anyway with free line install (which wasn't free as I am charged 99£ for this) and I am getting the fastest unlimited broadband which I never wanted. I just want the 16.99 a month deal and that's it.

    I never knew that business deals don't have same protections as consumer deals. Good lesson to learn I guess. What I am annoyed about that they just don't let you switch even tough I have been clear that I want the 16.99 deal all along and they upgraded me to something I do not need nor want nor can afford.

    P.S. I was not moving any lines, this was a fresh line.
    Last edited by JaniArnolds; 04-10-2017 at 4:57 PM. Reason: replies
    • Neil Jones
    • By Neil Jones 4th Oct 17, 8:35 PM
    • 1,016 Posts
    • 561 Thanks
    Neil Jones
    • #5
    • 4th Oct 17, 8:35 PM
    • #5
    • 4th Oct 17, 8:35 PM
    As I say, business contracts don't need physical signatures, just saying "yes" on the phone is enough.

    You may do better to put in a written complaint to the head office address stating politely that's what you signed up for, the £16.95 offer, you don't have it, that's what you believed you agreed to on the initial phone (remember they will have recorded the call, you being on holiday probably won't though I dare say) and take it from there.

    Failing that this sector of the market is a completely different kettle of fish to getting the same services at home and if you have no joy after eight weeks, see here:
    https://www.ombudsman-services.org/sectors/communications
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