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Standard User tommy45
(knowledge is power) Tue 26-Mar-13 16:31:48
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contacting xilo by telephone ,impossible ?


[link to this post]
 
As it says on the tin, I have repeatedly tried contacting their sales free-phone number and the support 0345 number, always engaged how can this be,? I wouldn't like being one of their customers who's BB was down, how the hell would they get something done ?
Perhaps their phone system is goofed i dunno, but looking in from the outside as a prospective customer it doesn't look good,

Edited by tommy45 (Tue 26-Mar-13 17:25:07)

Standard User bernado
(newbie) Tue 26-Mar-13 18:54:35
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Re: contacting xilo by telephone ,impossible ?


[re: tommy45] [link to this post]
 
As a potential new Xilo customer I'm interested in this. I posted a couple of sales question via their website and had nothing back after a week. I have to admit it didn't instill much confidence but I tried again a week later and got a response back very promptly so felt better about things. If sporadic response by customer service is something also experienced by others, I would need to reconsider my options I think.

Edited by bernado (Tue 26-Mar-13 18:55:57)

Standard User uno
(knowledge is power) Tue 26-Mar-13 19:05:54
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Re: contacting xilo by telephone ,impossible ?


[re: tommy45] [link to this post]
 
We're extremely busy (with the O2W/Sky news) but have been getting calls as expected.

0800 can be engaged due to the volume but 0345 has no known issues that i'm aware of or has been reported to us.

I know you've been in touch via email recently if I have the customer right and the situation that we've advised hasn't changed in regard to being able to migrate you in - sorry.

Matt

uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host

Edited by uno (Tue 26-Mar-13 19:09:03)


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Standard User uno
(knowledge is power) Tue 26-Mar-13 19:06:16
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Re: contacting xilo by telephone ,impossible ?


[re: bernado] [link to this post]
 
We've got no outstanding issues.

If you'd like to provide me a email reference, I will check that out for you.

matt

uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host
Standard User bernado
(newbie) Tue 26-Mar-13 19:23:59
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Re: contacting xilo by telephone ,impossible ?


[re: uno] [link to this post]
 
My sales enquiry was #2013-03-17-F952 dated 17 March which apart from the initial auto response had no follow up. As mentioned, a later enquiry I made via the same route was answered very promptly so no biggie. Like the OP those kinds of things can sometimes undermine confidence a bit, especially if there is no other personal experience in dealing with an organisation to go on.
Funnily enough I did wonder at the time if the Sky takeover thing had rocked your world a bit - I'm one of many looking to move because of it!
Standard User uno
(knowledge is power) Tue 26-Mar-13 19:27:25
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Re: contacting xilo by telephone ,impossible ?


[re: bernado] [link to this post]
 
Looking at our logs...

Received 10:33am on 17th March and replied at 2:28am the following morning (18th).

Was delivered to a Gmail address but auto closed as we never heard anything back.

Glad your query was answered though on a follow up. smile

Matt

uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host
Standard User bernado
(newbie) Tue 26-Mar-13 19:37:24
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Re: contacting xilo by telephone ,impossible ?


[re: uno] [link to this post]
 
In reply to a post by uno:
Looking at our logs...

Received 10:33am on 17th March and replied at 2:28am the following morning (18th).

Was delivered to a Gmail address but auto closed as we never heard anything back.

Glad your query was answered though on a follow up. smile

Matt


Something went awry there then as nothing was received by myself so system broke somewhere along the line on that occasion (checked spam box too).

Just shows how important effective customer service is when potential customers (i.e. me) can make uninformed snap judgements based on very limited experience!
Standard User uno
(knowledge is power) Tue 26-Mar-13 19:39:22
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Re: contacting xilo by telephone ,impossible ?


[re: bernado] [link to this post]
 
I have a friend who now works at Gmail so will ask them to see if they can find any reason for it.

Any other queries, please get in touch and we'll be happy to help further (or call support and ask for myself).

Matt

uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host
Standard User blfamily
(eat-sleep-adslguide) Wed 27-Mar-13 07:01:41
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Re: contacting xilo by telephone ,impossible ?


[re: uno] [link to this post]
 
Tom is pretty good at answering my email questions.

Steve
final week of O2.
Standard User therioman
(knowledge is power) Wed 27-Mar-13 21:48:46
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Re: contacting xilo by telephone ,impossible ?


[re: bernado] [link to this post]
 
Whereas I've placed an order for a line last night with Xilo (wanted a C&W LLU one for a little extra resilience) and had a reply from a human within minutes to sort out a silly issue. Quite impressed with initial response.
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