Business Telecoms persistent faults

boo-hoo

Can anyone advise please. We have a business contract with XLN to provide our Phone and Broadband in our office. We have had the same fault recur 3 times in the last 2 months. As we rely on the phone and Internet for most of our business transactions this has resulted in a loss of 9 days business. XLN are stating that it is not their fault but Open Reach. While I agree, our contract is with XLN and think they should be held ultimately responsible as they also charge us an additional amount each month for Open Reach services. Thanks in advance.

oldharryrocks

XLN avoid if you can.

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

JJ_Egan

boo-hoo wrote: »

Can anyone advise please. We have a business contract with XLN to provide our Phone and Broadband in our office. We have had the same fault recur 3 times in the last 2 months. As we rely on the phone and Internet for most of our business transactions this has resulted in a loss of 9 days business. XLN are stating that it is not their fault but Open Reach. While I agree, our contract is with XLN and think they should be held ultimately responsible as they also charge us an additional amount each month for Open Reach services. Thanks in advance.

Read the terms and conditions to see what compensation they give or not for 9 days .

boo-hoo

Won't offer anything as they say it's not their fault. Open Reach came today and after leaving phone died again. We have now sent an email to XLN complaints and if don't sort it will have no alternative than to close business as can't run the business with no phone.
Effectively both companies have destroyed ours

LazyTyper

What care level do you have with XLN?

When a repair by Openreach is not made within the agreed repair time, depending on care level, the provider can claim some compensation. It isn't much and is nowhere near enough to make up for lost business.

boo-hoo

Open Reach come out within timescale but just keep replacing a box that blows without sorting the problem.Happens on average every 2 and a half weeks.Have told XLN that they need to sort out as we pay them an additional sum each month towards any Open Reach costs.
May be Open Reach responsible but our contract is with XLN. Head brick wall comes to mind

xln

Hi boo-hoo,

We are very sorry to hear about your ongoing fault. If you could kindly provide us with your contact details and we look in to this for you ASAP. You can e-mail us your details to social@xlntelecom.com.

Thanks, Shan