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  • FIRST POST
    Marlene
    XLN Telephone Company
    • #1
    • 9th May 05, 4:13 PM
    XLN Telephone Company 9th May 05 at 4:13 PM
    Does any else use this phone company,I changed over to them it is 15.99 a month with 600 mins of free local phone calls.
    After recieving my first bill I had been charged for eleven Non Geographic numbers! (and interent service,which I do not use with them). which we hadn't made,there is only my self and my husband so we know we haven't made these calls.I have rung them three times and each time some one was supposed to call me back within 2hrs and they didn't.
    I would now like to go back to my old phone company,I agreed to this service over the phone and did not sign a contract can they hold me to the tweleve months we are supposed to be with them.
Page 7
  • budget888
    XLN - Without broadband for over a month
    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.
    • Ypaymore
    • By Ypaymore 18th Jan 14, 2:01 AM
    • 2,702 Posts
    • 1,032 Thanks
    Ypaymore
    Bit of research about them around the net would have saved you a lot of grief. EG See: http://forums.moneysavingexpert.com/showthread.php?t=1731457&highlight=xln
  • lredman
    Thanks for help
    I was contacted from them so needed to go indepth before changing my supplier. Thanks for the precious comments you guys put. I know what I have to do next
  • marios84
    XLN - problems
    Hi all - we have been customers of XLN for 6 years. We had a call from XLN in August as this was at the time out contract was ending and they said we are going to put you on a new service plan that will save you money. We agreed at the time but at no point was it mentioned this was a new contract.

    4 months down the line our bills are more expensive on this new plan but XLN are not interested. We tried to leave but they said there is a£299 cancellation fee plus another £99 broadband cancel fee. They said we have to stay with them until August.

    we are now in a more expensive plan we cannot get out of.

    Can anyone give any advice on what we can do?

    Thanks
    Marios
    • JJ Egan
    • By JJ Egan 28th Feb 14, 12:39 PM
    • 13,549 Posts
    • 6,221 Thanks
    JJ Egan
    New service plan = new contract its always that simple .
  • marios84
    Yes I understand that but telling me I will save money on this new plan to be worse off every month?! That acceptable?
    • macman
    • By macman 28th Feb 14, 1:41 PM
    • 43,575 Posts
    • 18,708 Thanks
    macman
    Well in what way did the say that your new plan would be cheaper? Did you not ask what the rates were? How do the 2 plans vary? Are you making more exclusive calls?
    No free lunch, and no free laptop
  • Liane1
    Hi, I have an appointment on Friday for this company to put in a line for my new business. Should I not bother then? I can't afford the installation price of BT and these were within budget but reading all the feedback on this forum I don't think I should bother!
    • kevinyork
    • By kevinyork 25th Mar 14, 5:55 PM
    • 1,199 Posts
    • 575 Thanks
    kevinyork
    Hi, I have an appointment on Friday for this company to put in a line for my new business. Should I not bother then? I can't afford the installation price of BT and these were within budget but reading all the feedback on this forum I don't think I should bother!
    Originally posted by Liane1
    I can only go by my experience which was absolutely terrible both from the actual phone and broadband service and customer service/billing. Despite being able to leave them without penalty due to the terrible problems, I endured months of issues dealing with their incorrect bills with dozens of letters sent and ignored and phone calls promising to resolve the issues but never doing so.

    My advice would be absolutely do not give them your business. Also bear in mind if you go with their broadband you cannot stream any radio, tv, video including you tube or promotional videas as they block these.
  • Maxicon
    Xln - do not do it!
    We were business customers with XLN for 4 years. They put us on a rolling contract and when we got out of it, because these type of contracts are not allowed anymore, they tried to charge us £100s and said they would cut us off.

    They will hound you every day with calls and emails.

    They blocked our changeover to another telecomm company even though we have it in writing from XLN that we do not have a contract.

    SO, DO NOT ENGAGE WITH THESE ROGUES.

    Ofcom fines them but they just laigh at this
  • Maxicon
    xln
    Xln will hound you and threaten you but you must change.

    If you check the Ofcom rules now they cannot hold you to rolling contracts.

    They will block you at every turn. A very underhand company.

    I suggest that you set up an entirely new contract with a better provider then cancel the Xln service. Don't believe what XLN say on the phone either. They will go back on it every time.
  • AlexWhy
    Dont go with XLN
    Just left XLN and i'm now on a mission to save anyone else doing through the nightmare that i did. You can try Offcom and they might be able to force action to make XLN let go of your supply without the fee.
    • klsbiz
    • By klsbiz 1st Feb 16, 10:55 AM
    • 1 Posts
    • 0 Thanks
    klsbiz
    XLN Telecom Adding Product and Charges to your account without you have been informe
    Adding Product and Charges to your account without you have been informed.
    1- Business Assurance £1.95 + vat
    2- Payment Processing Fee £3.95 + vat

    We have been XLN Telecom customer since October 2015. We have had alread money taken from our Debit account ( £99.0 + Vat ) on November 2015. without informing us. The money was refunded before the court proceeding against XLN Telecom.

    They said they will refund the all the charges for Business Assurance. they said " Payment Processing Fee " is in our terms and condition they said " Sorry it is not " But is it is in our " policy " which the sale team have informed you, “which they did not” .
    The total amount is £16.90.
    It is the principle. They are total Rubbish. Unfortunately we can not cancel our contract until our terms is finished.
    • JaniArnolds
    • By JaniArnolds 4th Oct 17, 4:15 PM
    • 2 Posts
    • 0 Thanks
    JaniArnolds
    XLN Broadband Scam Help Needed
    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
    • JJ Egan
    • By JJ Egan 4th Oct 17, 4:44 PM
    • 13,549 Posts
    • 6,221 Thanks
    JJ Egan
    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
    • 3,053 Posts
    • 2,220 Thanks
    Neil Jones
    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
    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
    • 3,053 Posts
    • 2,220 Thanks
    Neil Jones
    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
    • maryju
    • By maryju 25th Nov 18, 4:03 PM
    • 10 Posts
    • 4 Thanks
    maryju
    XLN manipulate Trustpilot reviews
    Hope I'm posting in the right place and apologise in advance for the long post...

    So we've been a customer of XLN for over 5 years and finally managed to liberate ourselves from their overcontrolling service.
    They first entice you in with cheap offers and then put prices up by adding on sneaky charges and make it an absolute mission for you to leave. When we requested to leave once the contract was over, we were bombarded with text messages and phone calls and threatened with a £199 termination fee. Whenever we contacted them with any issues, the service was really poor.

    Anyhow, this company has an overall 4 star rating on Trustpilot with many 5 star glowing reviews on the first page. How can this be so when Google reviews give them an overall 3.1 star rating with many negative reviews sharing similar experiences to mine??

    When I tried to leave a negative review on Trustpilot, I was asked to leave my account number so XLN can trace up the reviewer. I have no doubt that any customer who leaves a neg review would be contacted and offered unbelievable offers but as I didn't provide my account details, I received a message from TrustPilot saying they would be removing my negative review as they couldn't verify my account, and I would have to povide my account info to XLN. (I didn't want any further contact them due to their controlling and intimidating manner previously experienced)

    What does this say of Trust Pilot and their review system? How can Google and Trust Pilot present two very different images of the same company? I personally believe their review system is manipulated by the companies who subscribe for their services like XLN, who remove any neg reviews where account info is not provided or will take action upon a negative review and request the customer to revise their review, thus presenting an inaccurate image. I, for one, am now wary of companies which hold high ratings on there.
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