Are XLN any good

Coopdivi

The majority of posters on this MSE link seem to think that XLN are a bunch of shysters who charge onerous cancellation fees. Some members have complained about being bounced into rolling contracts:

https://forums.moneysavingexpert.com/discussion/1731457

You should also be aware that within their Terms and Conditions they say 'We are not responsible for repairing and maintaining your landline. BT Openreach™ will continue to have responsibility for maintaining your landline and fix any faults that may occur.'

Their broadband is subject to a fair usage policy. Fair enough, most ISPs have this but I can't see anything in the T&Cs which says what the maximum is.

garythomson

Can anyone give any advice on what I can do to get some sort of response from XLN? We are in dispute with them regarding cancellation charges and have now passed the complaint on to the appropriate ADR. Unfortunately we were coerced into paying the cancellation charge (plus another £50) when we received a letter from a debt collection agency. This was a mistake I now realise.

We have today discovered that the address to which XLN customers are directed to send their complaints is not regularly checked: our letter sent in June returned today from Royal Mail with "not called for" checked. Because they had not received our letter they went ahead and enlisted the debt recovery agents. This was sufficient for us to pay the money in a panic. However the letter was a hard copy of the document sent to them by email (which they never acknowledged).

I have emailed them asking for the money to be refunded, and have copied in the OS (ADR). Is there anything else I can do to put some pressure on this bunch of (I hate to use the term) crooks?

Specifically does anyone know Christian Nelleman's email address?

Any further advice would be gratefully received.

Thanks in advance,

Gary

garythomson

Can anyone give any advice on what I can do to get some sort of response from XLN? We are in dispute with them regarding cancellation charges and have now passed the complaint on to the appropriate ADR. Unfortunately we were coerced into paying the cancellation charge (plus another £50) when we received a letter from a debt collection agency. This was a mistake I now realise.

I have emailed them asking for the money to be refunded, and have copied in the OS (ADR). Is there anything else I can do to put some pressure on this bunch of (I hate to use the term) crooks?

Specifically does anyone know Christian Nelleman's email address?

Any further advice would be gratefully received.

Thanks in advance,

Gary

Heinz

I think you may well have cooked your own goose there Gary.

I'd put it down to experience and move on so as to stop worrying about it.

kevinyork

We mistakenly switched to XLN recently when our BT business phone and broadband offer expired.

Switchover was ok. However we noticed immediately that we could not stream say via youtube, iplayer etc.

I contacted tech support who said streaming isnt allowed on their business service and is de-prioritised. I looked at the contract that shows we are on their unlimited broadband service and in brackets it says subject to their fair use policy. Their fare use policy only says that they may levy additional charges should we have excessive use. It says nothing about them restricting streaming at all and neither does their contract. As we need to be able to stream the service is useless to us.

We got a MAC code off them to switch elsewhere but of course they will want a cancellation fee in due course. We have cancelled the direct debit also. Ive written to them outlining why their service isnt as described and is unsuitable and said we would obviously pay for the service from connection to disconnection. Given the contract shows an unlimited broadband service (subject to fair use policy) but nowhere does it say that streaming isnt allowed could this be shown as a breach of contract on their part? Also, when we got the contract it had the wrong month on it. It was dated a month earlier than the connection date and they said they would amend it and re-issue. They never have. Would this make this contract invalid?

garythomson

Well I thought my post would also serve to let other forum users see how XLN operate.

Oid

Truly awful company..
Line installed 29/08/13, not been able to receive calls since then!
Called customer service & faults numerous times to report & then track progress of the issue, fobbed off with excuses every time.
It's now the 10/09/13 and I still cannot receive calls!
Very angry with them. All totally useless leave me on hold for ages, on one occasion 75mins!

garythomson

Heard from the ADR today. They cannot uphold our complaint on the basis that during the telephone conversation which constitutes our audio contract XLN advised us 3 times that we were entering into a 12 month contract. The fact that XLN dodged a direct question re cancellation charges was deemed not important enough; we should have "circled back" and asked again regarding cancellation charges. We accepted the contract at the end of the conversation with a very feeble "ok". We also had 7 days in which to change our minds, unfortunately we did so outside of this time limit.

Very disappointing result, but grateful to be away from XLN.

kevinyork

Well as per my post above we switched our broadband away from XLN and as the phone line transfer was going through we got a call from their disconnections team wanting to confirm we had requested the change. I confirmed we did and he asked if he could put me through to retentions. I said there was little point but agreed.

So, expecting a battle I spoke with a very friendly chap. Explained about the slow broadband, block on streaming and the one day phone fault we had experienced. Also mentioned we had sent three seperate letters advising of our dissatisfaction and explaining why we were leaving and none had been acknowledged or responded to. He put me on hold while he read the letters and came back on. Amazingly he said they would waive the £299 disconnection fee! Couldnt believe it was so easy.

Anyway we are now with Plusnet. Superb speeds and no issues!

budget888

In a nutshell:
Ordered a phone line and broadband back in November. Phone line installed in December.
Broadband due to go live 10th December.
STILL WAITING TODAY, YES OVER ONE WHOLE MONTH WITH NO BROADBAND AND THEY HAVEN'T EVEN SENT AN ENGINEER OUT YET!!!
I have closed my shop today as I had to go home to use the internet, I'm not kidding.
They said today that they should be able to get an engineer out on the 21st January!
They had the cheek to suggest I purchase some wireless dongles. (though they wouldn't be prepared to pay for them, naturally).
Absolutely useless.
Please avoid guys, plenty of other "good" companies out there.
Phil.