“Appalling company to deal with, the list of problems ive had with this company is a long one, if i had been a business which soley relied on e-commerce it would have been killed by poor service, tech support, and a roller coaster pricing system if your a small business AVOID AT ALL COSTS............Minus stars should be applicable”
“First of all I think these people that gave XLN 5 stars, must either be friends or family, more likely work for them.
This company is a real cowboy outfit there's so much to complain about, but for now my new main issue, is that I've just lost over £239 through their useless terminal. All due to a faulty machine.
I phoned the technical department while the customer was here, but technical help is non existent. After you go through the multitude of questions all with options 1-4, you then get told to wait in a que, but there's no mention of where you are in that que ( after 10 minutes my customers said they'll leave it, won't be back until the end of August). During my third call to XLN, I phoned the out of hours, on another line, because I was so frustrated I asked them to listen to their so called technical support response which was just a recorded message saying the same things over and over again. I also asked if I was being charged for all these calls and was told by Kirsten I might be, some 300 numbers you have to pay for. I told her it was ridicules who was going to compensate me for my lose of sales. How can anyone run a business with faulty equipment and no technical support. She said she'd pass it onto the correct department. Meanwhile I'm left waiting, not knowing when or if they'll get back to me. All the while running the risk of losing more and more money. The majority of my customers pay by card, are not all local, just passing through and many have a long way to travel.
I think what I'm going to do now is use another card provider.
I know its going to cost me more money but I can't afford to keep losing sales. I will also be having a chat with the ombudsman to see if he can help.”
“where do you start with this company ,looking through the reviews it looks like they wright there own when they have to many bad reviews hahaha sounds like abbie was a busy girl today ,,in short they are rubbish ive had so many problems with this company internet constantly dropping out phoning them 3/4 times a day all you get is all the excuses ,its your router is your line its this its that
our card machine would only work i would honistly say 40% of the time ,on a busy night that helps nobody ,well ive said my piece lets see if abbie gets some well dones.”
“I originally gave 5 star for the customer service and have since reduced this to 1 - months later still being charged incorrectly, still waiting for the complaints team to call me back every I call them - its getting to the point where I will pull the plug and go back to original service provider”
“I was about to get a business phone broadband contract with XLN, but when the advisor was reading the Terms and conditions it comes that Lyca and Lebara are not inclusive and they can't block it, so I decide to not go forward with them and found an alternative solution.
So, since then they start calling me almost every day and offering me their phone and broadband service. In the beginning was ok and I was very polite with them and explained that only because they couldn't block international calls I have reject their offer. One of the managers has said to me that now they can do that for me, but I told him that is too late and I have 12 months contract with another provider, so he can call me in a year's time. He said ok, I will do that. I thought that's all, but the phone calls continued and always someone else was calling me. I keep explaining that I am ok and I don't need their service and to stop calling me as I have better things to do than talk to them. The calls continued every second day for a while until I lose my patience and said to the lady that called me that day to block my number in her company and never call me again, and if happen once more I will write to them a negative review. I thought that was all, and I will have peace from them. Did not pass even a week when I got a call from another person from XLN offering me the same thing. I just couldn't take it anymore and I asked the guy are you all there sick in your heads and keep calling me against my will. I told him that I will leave a review and to stop calling me and block my number and the guy disappear.
TO THE MANAGEMENT:
PLEASE BLOCK MY NUMBER IN YOUR DIARY AND NEVER EVER CALL ME AGAIN. I WILL NEVER DO ANY BUSINESS WITH YOUR COMPANY EVEN IF YOU OFFER IT FOR FREE AND I WILL NEVER RECOMMEND IT TO ANYONE. YOU ARE DISRESPECTFUL. STOP HUNTING AFTER ME LIKE A HYENAS. SHAMEFUL!!!
ACCOUNT: 4475175”
“Rubbish service woulndt renew my contract with you again despite being with yourselves for several years my business card payment machine runs of the internet and many other machinery in my store i lost over £1,000 in card payments due to the internet not working for 24 hours what sort of service is this called up several times you was unable to rectify an sort the problem out. I should receive compensation for this you caused a loss to my business. Wouldnt recomend anyone use these scum bags.”
“We have been with this company for 2 years. Service etc has been pretty good. Phone line quality terrible for those 2 years so was looking for digital, anyway to cut a long story short I lost my mind. Put in termination notice on 25th Jan contract runs out on 1st March, so got more than 30 days. Got a reply back on email telling me I couldn't put this in till 1st Feb. Did this paid our bill in full till 28th Feb and cancelled direct debit. This is where the fun or rattles out of pram I'm having a tantrum from a company comes in play. You can't do that you haven't given 30 days notice. From then to today phonecalls, emails messages threatening firstly at one stage that I owed over 1000 pounds, to we are restricting your service. We are only a small company but the lack of professionalism, maturity etc is alarming. I have had calls offering me to stay and when you don't accept they get petty, nasty and in truth very bullying. Stay well away go somewhere else who maybe know how to conduct business in a more acceptable way.”
“BEWARE OF THIS FIRM - I could write a book! The charges went from £29 at the start to £65. They sold me fibre (at a cost) by assuring me that it would be faster - it wasn't! I gave them a chance to come close to a new providers quote at the end of my contract but they couldn't until I instructed the switch at which point they jumped into action telling me (a) the new providers cost excluded VAT (wrong!) and (b) the new providers term was 2 years and not 18 months (wrong again). They came within 10% of the new providers cost which I thought would be OK but they did not say it excluded VAT, by which time they had cancelled the transfer order from the new provider and I had to go through it all again. They invoiced me £299 charges for early termination and when I told them the contract was ended they told me it had actually ended 3 months ago but they had not told me and so I ended up the inflated rate unnecessarily. One of the operatives was not only rude but told me mistruths and misled me just as the fibre salesman had earlier misled me. Thery also had added £5/month "insurance" part way through the contract without my knowledge or consent so I had to seek that back. Added to all this is that my new non-fibre broadband is way better that the XLN fibre broadband and it's less than half the cost. I strongly advise new customers to avoid XLN and ignore their misleading sales patter, which in my experience bordered on aggression and was certainly patronising. Looking at the supposed good reviews they all seem to praise one particular person - are they genuine?”
“DO NOT TRUST THIS COMPANY THEY DO NOT LIVE UP TO WHAT THEY STATE. WE WERE PROMISED A MINIUM DOWNLOAD SPEED OF 1.5 WE WERE ONLY RECEIVING 0.5-1.0 AFTER CONSTANT INFORMING THEM ALL TO AVAIL. OTHER COMPANIES ARE ABLE TO SUPPLY FAR BETTER SERVICES. WE WERE PAYING £113 FOR SUCH A POOR SERVICE. WHEN TRIED TO LEGALLY EXIT THEY HAVE NOW CHARGED IN EXCESS OF £400!! BT ARE PROVIDING US FIBRE FOR ONLY £39.99!!!”
“Shambles. These guys are con artists. I tried to leave them after my contract expires they told me they will take the number as it belongs to them. I had no choice but to stay as I couldn't afford to lose the number. Now 6 months later I have no internet no phone line and a customer service telling me buch of lies everyday.”
“The first time I called XLN, I spoke to Lily for 64 minutes. Lily is great, she provided the type of customer service that any person would envy. When I asked Lily about my overpayments and why, she provided information in great detail. She backed up the company she works for in full and I respect that. But I found it funny when I asked her where exactly I was notified about termination instructions and reason for overpayments. She kindly put me on hold for long periods of time to dig out information that would provide me correct answers. Trained staff should not need to spend 10-15 minutes a time to find out where information is hidden to customers.
XLN has a unique way to fraud customers. When my contract was due to finish in October 2020, I was not able to immediately terminate my contract and now I am forced to pay large, additional fees.
They do not send clear emails, letters or messages outlining instructions when your contract is up- instead, it is hidden inside invoices in small and unreadable text.
Constant contract changes: Mid-way through my contract, they decided to add a "Business Assurance" fee which I was forced to pay. Later, they decided to increase this sum by £1, secretly hidden inside a random invoice and in small print. It may not sound like a great deal but if they reportedly have 400,000 paying customers then this immediately equates to £400,000 extra every month without clear and proper notice to their customers.
Christian Nellemann established XLN for small businesses because he knew: while busy people spend their time working hard to build and grow, they will spend less time reading the small prints of contracts. And this is how he managed to make 50-100 Million of revenue in the year 2014. Thief.”
“The most useless service provider I’ve ever come across. I’d wish I hadn’t change from the my old provider. I’d only did as I felt sorry for the rep. Anyway I joined them last year and to begin with it just wouldn’t pick up the signal so I had to move the router right next to the phone socket for it to work(never seen that one before) anyhow it was ok till I got my bill and noticed an extra £4.50 charge for insurance. I cancelled it as they never discussed it with me and from then on more and more problems happened. I’ve spoken to them God knows how many times but they just can’t sort it out. It loses signal for a few days and then it’s ok for a few days. I’ve just had enough, they keep asking me to open the main socket test this test that and nothing. They now want me to accept to pay £175 plus vat so the BT engineer to come to my shop to check the inside line, but the phone line is fine no problems with calls. I am paying over£60 every month for a service which I don’t get and losing orders as it’s not connecting properly. MY RECOMMENDATION IS GO SOMEWHERE ELSE AND DON’T EVEN CONSIDER XLN.”
“scam company, been using them for the last 3 years, was trying to look for a new supplier, and they promise me to renew my contact with price that's lower than anyone else, and next month, nothing happened. called again, promised me will get that sorted out as well as refund the difference i paid last month, and again nothing happened. they just want to keep on dragging you for as many month as they can and before you realise, you have lost hundreds already. disgraceful”
“They gave different prices when we took the contract of 2 years, with the contract they started charging double the price. My contract ended 30.03.20. They have tried to say I have to pay for leaving which has not worked for Thomas they are fully aware I am no longer on a contract
They have asked for cancellation of 30 days in written via email.”
“Please don't go sign up with this company.
Customer service is a joke
Confirm contract cost on the telephone and they change this when its come through the post with additional add on charges which they denies”
