Very disappointed with XLN Telecom

olipot

Previously posted this in the wrong forum so this is a re post,I have a small business and have been with XLN for quite a few years now for my telephone, on friday last I had a call to say there was a better tariff for me which would be a one payment each month and this would inlcude all my calls, at the time i was really busy in the shop and should have asked them to call me back but I didn't and instead said I would take up this offer, on the monday I received a new contract starting from the monday but looking at it I realised it would not be to my benefit, I telephoned them on the monday and asked if I could revert back to my original tariff as I felt with being busy on the friday I had not understood all that was said to me, also in the contract it said I would have to pay for any calls if I went 20% over my normal calls in 3 months, I am sure this wasn't mentioned in the call, there is nothing mentioned in the contract about cancellation, but I have had a call today and been told I cannot cancel and have a 12 month contract now, I feel so let down by XLN, is there no way I can now cancel, really I am just seeking advice from you clever people as there always seems to be someone on here who knows all about these things and would appreciate any help, if I am in the wrong then fair enough but just feel I should have had it in writing as well
thank you

Lemz

Hi there. I stumbled upon your thread with a google search at the week end, as I have the same exact problem and I was looking for help myself!

The same thing happened to us: phone call on a Friday afternoon, a yes (lesson learned, never ever say yes on the phone to anybody anymore!), a proper sit down in the evening to do some calcultions and confirm that this bundle would have cost us a lot more than our current tariff, a new contract received by email on Monday morning. I sent an email the same afternoon saying that we did not want that bundle and explained the reasons.

I won't bore you with the full story (unless you want me to give it you ), but I think my result is relevant to your case: after my last strong email, yesterday morning I got another call from them (a nice lady for a change), and after a month they have agreed to put us back on our old tariff. Why? Because even though apparently according to their T&Cs there is no cooling off period for existing customers (unbelievable!!), the sales person that called us at the time never mentioned this fact when he offered the package, and therefore they reluctantly had to let us off. "We re-listened to the original call, and indeed you were never told about it, so in this case we'll have to accept your cancellation...".

Now, I've asked her to send me an email to confirm that we are now back on the old tariff and she did so, we'll wait for the next bill and see if they have really done so, in the meantime I can only give you one advice: don't give up, go back to them and tell them that you were never told that there was no cooling off period and that you insist that they cancel this contract, it's up to them to listen to the recorded phone call. All my communication to them was done by email as I like to have some proof of my complaint for the future.
They have shown their true colours, and we too will be moving away as soon as I can! Good luck!!

Former_MSE_Andrea

Hi

The company's asked to give a response. MSE doesn't endorse anything a company says on the Forum.


Firstly we’d like to apologise that you’ve had problems. The deal you’ve been discussing is our Free to Call tariff.

If you are happy to provide contact details we’ll get in touch to resolve these issues. Drop us an email at social@xlntelecom.co.uk with your contact details. If you’d rather change back to your old tariff, please let us know.

We’re sorry you feel you didn’t get the information you needed. Our agents are required, trained and monitored to make sure they provide a clear summary at the end of the call so you know exactly what you are getting. We also send the details of any changes made to your tariff to you by post so you have a written record. We will be checking the call recordings and other records in your cases to see if this didn’t happen and will take any breach of our processes seriously.


Kind regards,

XLN

lancashire12345

been on the phone to theese guys today. this is what they have offered me to good to be true?


After our conversation this morning in regards to the lines and broadband I have sent over the prices and tariffs I believe will suit your business needs.

In terms of the 5 lines you need a simple basic line package, the package best matching your needs is our Basic One Plan package.

Basic One Plan - (24 Month)

Basic One Plan
£39.48 per line
Local & National
Included (5,000mins fair usage on all unlimited calls)
Mobile (Including ‘3’)
500mins - 11p (12p connection, no capping)
International Land Line
Included (Exc. Cuba, Fiji & Pacific islands)
0845/0870
Included

As discussed you also require the customer service line for the business, which I recommended the Business Basic Package.

The Business - Basic (24 Month)

Price
£19.98
Broadband
Up to 24MB download speed, Unlimited broadband
Local & National
2.9p
Mobile
11p
Mobile ‘3’ Network
26p
0845/0870
4.6p/6.73p

In terms of our broadband we would give you a free wireless router, now we will charge £9.99 to deliver the router that would be charge on your first invoice.

In terms of installation we do normally charge £109.99 but as agreed we would do this for you for just £49.99 per line, A BT Openreach engineer comes out on our behalf, general lead time for installation is up to 3weeks but we do try to get the installation done a lot sooner.

So firstly in terms of installation we will save you around £246 compared to BT.

The package am giving you savings of over £800 a month compare to BT.

I have been told that they are both 24month contract now if you cease trading, move premises or sell the business there is no cancellation fee.

Just some additional information we do prefer invoices to be sent via email and also prefer direct debt payments.

If you do have any further questions please give me a call on 0207 793 2799 or just email me back.
Kind regards,

Daniel Whyte
Inbound Sales Advisor

isplumm

lancashire12345 wrote: »

been on the phone to theese guys today. this is what they have offered me to good to be true?

Hi,

Start your own thread - might get better responses - also remove names / phone details.

Mark