Xilo/Uno

I'm currently considering a new ISP and am impressed with the reviews and comments I have seen here and elsewhere for Xilo. I have had a look at their website and it seems to be lacking any clear information regarding their many different packages. Am I looking in the wrong place? I can only see the list on their availability checker with no details for each package.

Hi Stu,

This is correct at the moment. Please drop us a query on the site and we'll be happy to explain your options.

Matt

I am currently considering LLU options as well after the Sky takeover announcement (am presently with Be) - And, similarly to the OP, have had Xilo recommended, but am slightly put off by XIlo's website.

Been with Xilo for years, on ADSL2 (C&W LLU) and now 80/20 FTTC.

Connection has always been reliable, routing seems ok and they (Matt) are very quick to reply / carry out changes. I've dropped in support requests midnight at the weekend and had replies ten minutes later.

Do expect some things to be manual that may be automatic with other ISPs however there is a nice personal touch

Never really had any slowdowns on ADSL2 but only 4mb sync...Now on FTTC I sync at 60/18 and can go full speed anytime of the day, any protocol. I do however have the top package with higher AR and priority (FTTC 125gb+ or something, it is not budget)

Thanks - appreciate quick response

Can you link the price lists? as all i can see are the same packages for like 2-3 years

The new info appeared 2 days ago here http://www.xilo.net/adsl_broadband/

Tom in sales, is very helpful

must praise Tom in sales - he answered an email late in the evening and updated the website with the prices! cool guy!

Out of curiosity what is the relationship between Uno and Xilo?

Just confused as to whether when you get broadband with Xilo are you actually on Uno, also will Uno's website be launched anytime soon and if you have Uno broadband with Xilo how will the development of Uno's website effect customers?

I am currently looking to change ISP's as having problems with egg timimg when streaming movies and xbox / ps3. BT have been out, checked and repaired the line on several ocasions, with BTwholesale speed test saying I have around 15 1/2 megs download, and BT say no problem is on the line now.

I was highly recomended xilo as their tech support was first class, I phoned up the sales line and found the total oposite, very unhelpful even when saying what my current problems were. Then I asked the question of what the difference was between home/ office and pro was and then could they check my number to see what I could go onto.

The answer was no, and this totally threw me and in the end gave up and rang off, I am still interested in joing xilo due to the recomendation.

Hi there,

Sorry to hear this. I have been through all the calls today and could only find one that was similar to this which mentioned "egg timing" as your post refers (at 3:12pm) to our 0800 number.

You did indeed ask the difference between Home, Office and Pro and it was explained what the main differences were between them and that we would recommend Pro, which is what most our customers opt for where possible.

In regard to the number, you asked for us to check what service you were currently on. As the member of my team advised, we couldn't advise what you were on now as the service wasn't provided by us but then did explain that there wasn't one specific package you had to go on but you could choose any of the available services.

Apologies if there was some confusion over this, do get in touch and we'll try and demystify this a little for you.

Matt

I am leaving BE and was looking for an appropriate LLU supplier. Having read the positive reviews of Xilo here I decided they may be a good choice. I understood that the £40+VAT activation fee for inbound migrations was a condition imposed by O2 Wholesale and would therefore apply to any inbound migration to an O2 reseller.

The good folks at Aquiss are able to offer ex-BE customers free inbound migration to the same O2 wholesale service. On learning this, I attempted to cancel my order with Xilo. It is unfortunate that the broadband market is so complex for lay people to understand, however I am aware of the Distance Selling Regulations and understood that I had statutory cancellation rights.

I raised a ticket with Xilo two working days after initially placing my order, which is still more than a week from my proposed activation date. I did not receive a reply over the weekend so on Monday afternoon I telephoned. I was disappointed to be told the following by a Xilo representative:

-the OFT guidance suggests that broadband services are exempt from the DSRs. ( I have not been able to confirm this with the OFT)
-it may not be possible to cancel the order with the wholesaler, despite there still being four working days before the activation date
-if the service could not be cancelled, installation would go ahead and then be ceased, and there would be cease charges to pay
-if the service could be cancelled, there would be a £20 + VAT charge as explained in their website terms.


I have the following difficulties with this position. First, I was not told at the time of placing my order that service would begin immediately and that my cancellation rights would be affected. I now understand having done some research that Xilo's supplier may charge Xilo for any work done provisioning my line, and if a customer was to cancel under the DSRs then they would absorb these losses. I can therefore understand that Xilo would be reluctant to let me cancel without passing on this charge. However, I believe Xilo did not correctly follow the provisions of the DSRs in order to be able to do this.

Since Xilo referred me to the OFT guidance on how the DSRs were applied, I looked at this information myself. It appears that for services like broadband where service is performed before the end of the 7 day cooling off period, the cancellation rights are lost as soon as the service begins. However I was told service would be �activated� on March 14th and was not told of any preparatory work or its effect on my cancellation rights. The OFT interprets the guidance in the following manner:

Under the DSRs, if the pre-contract information was not provided in
writing or another durable medium available and accessible to the
customer, then you must confirm the information outlined in the first
eight bullet points in the Pre-contract information required under the
PSRs list, and also the following information, in a durable medium
when and how to exercise customers� rights to cancel under the
DSRs including
for services � the consequence of agreeing to a service
starting before the end of the usual seven working day
cancellation period

How and when you must supply written and additional information
Under the DSRs, you must supply the written and additional
information in a durable medium before the conclusion of the contract, or in �good time� afterwards during performance of a services
contract, or, at the latest, at the time of delivery of goods.
Information is said to be received in good time if customers have
sufficient time to act on it when they receive it, for example,
to enable them to exercise their right to cancel.
If you provide pre-contractual information in a form that does not
allow it to be stored or reproduced by the customer, such as during
a phone call or on a website, then you must confirm in writing, or in
another durable medium.

Unless you have agreed that they can, your customers cannot cancel
if the order is for
services once you have started the service, provided you had the
customer�s agreement to start the service before the end of the
usual cancellation period and you have provided the customer
with the required written information before you started the
service, including information that the cancellation rights would
end as soon as you started the service

Different rules apply to services where the customer agrees that
the service starts before the usual cancellation period expires.
These rules are as follows.
Where you have supplied the required durable information before
the service starts and the customer agrees to the service starting
before the end of the usual cancellation period, their cancellation
rights will end when performance of the service starts.
If the customer agrees that the service can start before the usual
cancellation period ends and you do not provide the required
written information until after the service has started, but still
provide it in time for it still to be useful, cancellation rights will last
for seven working days after the day the customer receives the
information. But if you finish providing the service within seven
working days after the day the customer receives the required
durable information, cancellation rights will end on the day of
completion.

What if...?
... The customer wants to cancel after the work is started?
Once you have started work or begun to provide a service,
the customer is contractually bound to honour their part of the
contract so long as you
had their agreement to start the service
provided them with the required durable information in advance
of your starting, including that their cancellation rights would end as soon as you started carrying out the contract.

Durable medium
We consider this means a form in which information can be retained
and reproduced but cannot be edited, such as an email that can
be printed or a letter, fax or brochure that can be kept for future
reference. Information on a website is not durable as it can be
changed at any time after the consumer has accessed it.

I raised a ticket with Xilo yesterday raising these points, and look forward to their response. My personal view is that it would be for the ISP to tell customers in a durable form at the time of concluding the contract or soon enough afterwards for the information to be useful that once the order is placed with their wholesaler the customer no longer has the right to cancel. This would avoid the ISP being responsible for any wholesale charges in the event the customer chose to cancel, but the lay consumer cannot be expected to understand the intricacies of broadband provisioning and in my case I think a refund should be made as I requested to cancel within the 7 day period and was not notified that my cancellation rights were adversely affected in durable form as required by the regulations. This could easily be done in the email which accompanies a successful order.

EDIT: I had posted a copy of the email I received from Xilo when I placed my order with them. This was the "durable information" referred to in the Regulations and I posted it to show that it did not mention my cancellation rights. However, Matt at Xilo has asked me to remove what he believes to be confidential information and I am cooperating in the spirit of goodwill.

Note no mention of my cancellation rights or how they may be adversely affected by service beginning within the 7 day cooling off period.

Finally, I anticipate that Xilo would refer to their website terms and conditions. First, a website is not considered a durable medium so in terms of the DSRs these clauses should have been provided by email when the contract was concluded or soon after. Second, it is not clear which services the broadband charges apply to. Indeed it is not clear that these terms formed part of the contract as they were not drawn to my attention during pre sales, at the time of concluding the contract, or immediately after in a durable medium.

I hope this matter can be resolved to the satisfaction of all parties and I look forward to hearing input from other members. I have been a BE customer for six years and hope I can find a new ISP to continue a hassle free internet experience.

Edited by deleted (Tue 12-Mar-13 14:28:28)

In reply to a post by tblackwood:

EDIT: I had posted a copy of the email I received from Xilo when I placed my order with them. This was the "durable information" referred to in the Regulations and I posted it to show that it did not mention my cancellation rights. However, Matt at Xilo has asked me to remove what he believes to be confidential information and I am cooperating in the spirit of goodwill.

Interesting you get asked to remove part of the post but you get no reply to you're post. There maybe a few BE and o2 customers who are looking to move waiting to hear both sides to this post.

I can't believe a confirmation of an order email/letter to a customer can be confidential. Was it marked "Confidential"?

In reply to a post by XRaySpeX:

I can't believe a confirmation of an order email/letter to a customer can be confidential. Was it marked "Confidential"?

The "Xilo:Broadband Order Information" email that I got more than 15 months ago contained my home phone number, user name, password and connection details to set up a modem or router. The email also stated "This message is private and confidential".

Edit: And all subsequent emails that I have got from xilo/uno, e.g. replies to tickets, have been also marked "This message is private and confidential"

Edited by 4M2 (Tue 12-Mar-13 19:41:46)

Simply because the issue is being discussed via ticket and still being investigated - I am not going duplicate what is said on both.

The person concerned was advised yesterday that we'd come back to them today. True to our word, we did but they decided to post here too despite this.

Matt

I would not have volunteered this information given that your earlier email to me today said that you thought my posting here so soon was unfair, but as you have represented that your firm has replied I feel I must include that your reply, via a colleague was limited to the following:

"Matt has advised he will come back to you shortly about the remaining issue."

The remaining issue is of course whether you intend to refund the £62.99 I paid to your company for a broadband service which today you confirmed had been cancelled.

Finally, while I appreciate you may have wished more time to resolve this issue with me directly, my post here concerned whether broadband service providers could properly disclaim the DSR obligations and if so were they required to inform their customers at the time of concluding the contract whether their cancellation rights were affected. Your companies position on this and what I was told on the telephone by your representative on Monday would not be altered by a timely response from you today.

As I have stated, I am not going to post here to duplicate my response. Once I have fully reviewed the matter, a response will be given via the ticket you have raised with us.

Giving a part response now and then again via ticket serves no useful purpose and will not conclude the matter any quicker.

Matt

In reply to a post by XRaySpeX:

I can't believe a confirmation of an order email/letter to a customer can be confidential. Was it marked "Confidential"?

Yes, it was. To 4M2: I redacted personally identifiable information, passwords, and the DNS servers from the email before posting it. I could understand why an ISP would not want those details shared!

Certain prerequisites must exist before confidentiality can attach to a communication.

For those further interested, please see the case of Coco v AN Clark (Engineers) Ltd [1969] RPC 41 - Mr Justice Megarry describes (page 47) the tripartite test required before confidentiality exists and a breach of this gives rise to an action. You will note that the information must have the necessary quality of confidence, which is unlikely to feature in a standard acceptance communication from a business confirming order details. The second test is that the information must be imparted in a way which implies confidentiality, which marking the correspondence as confidential may certainly do. However, all three tests (the third being the disclosure is to the detriment of the claimant) must be satisfied in tandem before a breach is actionable.

Those without access to WestLaw or similar can probably find decent summaries of this case online. (and for those very interested how confidentiality law was developed through the House of Lords decision in the "Spycatcher" case, AG v Guardian) So I would suggest, although this is not legal advice, that a correspondence isn't necessarily confidential just because it is marked as such, and common sense can be used in determining this. In the spirit of cooperation and as the point regarding the lack of cancellation terms appears not to be disputed I voluntarily removed the copy email.

While the confidentiality aspect is interesting, I think the main issue is to what extent DSRs apply to broadband providers. I appreciate that Matt does not wish to duplicate his ticket responses here and this was not my intention in posting to the thread. I simply wanted to share experiences and get input from other broadband users and suppliers about what the position is (or should fairly be) with regard to cancellations. So perhaps we can continue this discussion on a more general theme.

Yes, I just received an email from them in response to a pre-sales query I made. It was marked at the foot "the contents of this email is private & confidential".

There was nothing in it that was confidential other than my email addy and that is for me to choose whether it is private .

So it fails tests 1 & 3 of the tripartite test for confidentiality, as I would imagine would most of their emails to custs & non-custs.

Matt still looking at joining Xilo on either the extreame 16 or 24, my line is supposed to be capable of 21 megs and as the cable runs about a mile from the exchnge. The most I can get is 16.5 megs on a good day, with latency usually around 40 + ms

If I went for the extreame 16 is there a charge to move up to extreame 24 if line speed is lower than expected?

Also with my current provider streaming and playing games can be a problem as the data flow hangs, freezes or egg times. Do you think this will be ok with xilo as BT say theres nothing wrong with the line to the house or on the BT exchange?

In reply to a post by pavc:

my line is supposed to be capable of 21 megs ... The most I can get is 16.5 megs on a good day

Are you measuring sync speeds or throughput? If the latter, you will certainly be capped by Extreme 16.

Tell this to almost every council and government department in the UK, who plaster massive disclaimers onto all their messages warning you of the spanking you will get should you dare disclose any details of the email.

Its as measured by the BT wholesale speed check site, most of the time its around 15 ish megs, strange since asking for my MAC the speed has gone upto the 16.5 megs. and router stats have gone up to 19067 Kbps down, and 888 Kbps up.

The activation fee is as a result of BT Openreach charging the ISP everytime for an ADSL connection regar4dless of whether completely new or a migration - nothing to do with O2 Wholesale
http://tinyurl.com/66a2686

Some ISP's absorb this charge or do offers

But surely pavc wouldn't be charged for a switch between 16 and 24 or do BT charge for that change as well?

Regarding the other issue about stuff being marked as confidential most companies I've ever dealt with have a line that says that the contents may be confidential.

Isn't it much ado about nothing?

Edited by techguy (Thu 14-Mar-13 23:15:34)

In reply to a post by nredwood:

The activation fee is as a result of BT Openreach charging the ISP everytime for an ADSL connection regar4dless of whether completely new or a migration - nothing to do with O2 Wholesale
http://tinyurl.com/66a2686

Some ISP's absorb this charge or do offers

If the op is already a 02 retail or Be Unlimited customer then there is NO openreach involvement or charges It is a simple re configuration /different Vlan from the Isam/Dslam LLU kit , that will route to the isp/Wholesale partners network handover point, which is performed by 02 wholesale IMO there should be no charge activation fee for this, or if there is generated by the Wholesale partner it should not be £40/£50 that it's self is IMO a rip off or at the least overcharging existing 02retail/wholesale customers

Edited by tommy45 (Fri 15-Mar-13 00:14:19)

From one ISP to another only and I believe even if it moving within the same network but a different ISP

As with BE, moving packages on the same ISP shouldn't incur a charge but nearly always strts a new contract - no issue with that in this case as it's only a montly contract

I may of course be wrong and happy to be proven wrong, so if I am, someone please feel free to correct me - only thing I can admit at this point as I'm not sure whether it's an Openreach or BT Wholesale charge

In reply to a post by nredwood:

The activation fee is as a result of BT Openreach charging the ISP everytime for an ADSL connection regar4dless of whether completely new or a migration - nothing to do with O2 Wholesale
http://tinyurl.com/66a2686

Some ISP's absorb this charge or do offers

This is very informative. I was told by Xilo pre-sales that the wholesale charge they are assessed is £40+VAT and they pass this on. Looking at BT Openreach prices,

SMPF Connection charge, Basic Provide on existing narrowband, Simultaneous Provide of SMPF with narrowband, Singleton Migration (Transfer or change of CP migrations) from Narrowband, MPF, SMPF and ISDN - £ 33.54 ex VAT.

it would appear that that the provision charges for SMPF LLU provisioning are not as much as £40.

In reply to a post by tommy45:

If the op is already a 02 retail or Be Unlimited customer then there is NO openreach involvement or charges It is a simple re configuration /different Vlan from the Isam/Dslam LLU kit , that will route to the isp/Wholesale partners network handover point, which is performed by 02 wholesale IMO there should be no charge activation fee for this, or if there is generated by the Wholesale partner it should not be £40/£50 that it's self is IMO a rip off or at the least overcharging existing 02retail/wholesale customers

Ok, so perhaps in my case as I was moving from one telefonica reseller (BE retail) to another (Xilo through O2 wholesale) then there is no BT Openreach involvement at all, so the £40+VAT charged by Xilo is not to recover openreach fees. Is this £40 a fee imposed by O2 wholesale to migrate a customer?

Perhaps this charge is excessive. After doing some research I was surprised that the charge which usually applies to new SMPF LLU (which involves an engineer doing physical stuff in a cabinet) would also apply to changing service from what is essentially one telefonica reseller to another - probably same port and line card, only difference being to the VLAN/routing and backhaul stuff.

I would recommend that prospective Xilo/Uno customers migrating from O2 or BE raise enquiries to find out exactly what this £40+VAT charge actually represents, and whether other providers could offer the same O2 reselling deal without such up front fees. One would like to think that the pre-sales information on provider websites would clearly explain all of this but sadly this is not always the case.

I have spoken with Vivaciti and Aquiss about getting a BE/O2 connection through them, and it appears neither assesses this "inbound migration fee".

Of course, you are making assumptions without all the facts or any knowledge of our contracted pricing. In addition, you're stating the Openreach charge to Be/O2 which may be less than they charge their customer.

Likewise, you'll see that at least one of the providers you mention, although offer free migration, do this with a 12 month term. Likewise, if you want a month by month term like we offer, they'll actually charge you more for the setup.

If you're going to make broad statements without any actual knowledge, please make sure the comparison is equal in regard to one-off pricing and monthly pricing. The pricing each partner/reseller gets may not be the same.

Matt

Edited by uno (Fri 15-Mar-13 12:42:43)

There seems to be some confusion being pointed out by another seller of O2 Wholesale services, that a free migration/activation means a 12 month contract, I cannot speak for others but with us that is not the case, you can migrate in for free and it would still be a monthly contract.

Hello, just switched over from be to xilo and so far everything is kool and the gang.

I'm synced at 20Mb with interleaving on auto, which is about 4.5Mb down from be and my ping is double. Can I request to change it to fastpath now or is there any line training for a few days?

Thanks

You will have to sign in to my xilo, Click on packages and then my broadband and you will see interleaving, Click on that, Then select Opt Out from the dropdown box.

Also what package have you moved over to? O2W or C&W

Anyone know what is happening with people that are on the be16 packages, Now that sky have bought bethere, I'd ask in the forum, But it's been down for some days now.

Edited by deleted (Sun 17-Mar-13 22:41:55)

There is no BE16 product

Details here
http://beusergroup.co.uk/technotes/index.php?title=P...

As far as I'm aware, there is no problem with the official BE forums
Try logging in from here as long as previously had an account with BE
http://beusergroup.co.uk/forum/

Be16 is how Xilo used to refer to their O2 Wholesale product (now referred to as Elite) which is what I'm on.

Thanks

I'm guessing in that case it wasn't the official BE forums being referred to either

No, Xilo have or had their own forum on their site but it appears the gremlins have struck as it's been down for a few days.

Not only has the forum been down for at least a week, but their FAQ's don't load in any browser I have tried! While they're undoubtedly under exceptional pressure dealing with refugees from Be/O2, it doesn't inspire potential customers with confidence in their customer support.

Which FAQs? Quite unexpectedly I found some at the bottom of this page which loaded instantly for me.

BEings will be right at home in that case - we are more than used to rubbish websites and internal systems

These ones here (or not, as may be the case).

Think the broadband is in the process of being rebranded uno.

As I've said elsewhere they have been extremely helpful both before I ordered and since so I have absolutely no hesitation in recommending them.

In reply to a post by Eurostar:

These ones here (or not, as may be the case).

OK - clicking the left-hand list just puts the title over in the main display area. But clicking the arrow in the list expands it, and clicking an entry in the sub-list in general works.

Unusual!

i am thinking of joining but the £40 fee is putting me off and I dont want to cease and start afresh

i am on idnet but £25 a month is a bit steep for 100gb

but hey u get what u pay for !

I've probably said this to you before, but I went from IDNet FTTC to Plusnet and have no regrets whatsoever.

As an aside, the last two days latency graphs have shown a marked improvement.

Edited by RobertoS (Thu 21-Mar-13 22:15:21)

I did balk a little myself at that too but the move to LLU has delivered a far more and higher performing connection on my long line than BT Wholesale ever did.

I did get some work done on the line when I was with Zen which helped (and I've nothing bad to say about Zen and my line rental is still with them) and they did what they could but the BT DLM was still a PITA

yeh thinking plusnet, i am waiting for my exchange to go fttc, i am near enough central birmingham

i am also off the pole so....

quidco with plusnut also so that removes the setup fee

In reply to a post by RobertoS:

In reply to a post by Eurostar:

These ones here (or not, as may be the case).

OK - clicking the left-hand list just puts the title over in the main display area. But clicking the arrow in the list expands it, and clicking an entry in the sub-list in general works.

Unusual!

Well, I failed that test then! Thanks for clarifying.

You mean you got it to work that way?

It is very bad to have to do that. The label should be clickable as well as the box, like nearly all are in a similar setup.

Things are not going to well this week, Couple of times the xilo DNS have gone down and had to switch to new DNS servers for the net to work again, Happened earlier today to.

Any idea when the xilo forums will be back up?, Been down for weeks now.

Edited by deleted (Tue 09-Apr-13 15:04:16)

In reply to a post by restarts:

Things are not going to well this week, Couple of times the xilo DNS have gone down and had to switch to new DNS servers for the net to work again, Happened earlier today to.

Any idea when the xilo forums will be back up?, Been down for weeks now.

This doesn't bode well, I'm scheduled to be switched over to them tomorrow,

good luck!

re the DNS servers - just use Google (8.8.8.8 & 8.8.4.4) or OpenDNS (208.67.222.222 & 208.67.220.220) or a combination. I use Google and haven't had a problem.

In reply to a post by aquilla:

re the DNS servers - just use Google (8.8.8.8 & 8.8.4.4) or OpenDNS (208.67.222.222 & 208.67.220.220) or a combination. I use Google and haven't had a problem.

That's interesting, especially as I note from your sig you're on BE LLU, which all being well is what I'm connecting to tomorrow. So am I understanding you correctly that should it be required, I just simply add those dns no.s in place of the ones supplied by XILO on my router's config details?
Bit of a dullard with dns stuff, how does that work if not connecting via Xilo's expected configuration?

Edited by deleted (Tue 09-Apr-13 19:42:05)

We've not had any outages on our DNS at all this week (or for many months in fact), so suspect there is more at play here.

Please raise the issue with us so we can investigate further.

Matt

Just replied, but we've not got any issues with DNS... and there has been no downtime on those in the last week at all so suspect there are other issues specific to that user.

Matt

Matt,

Just for your reference: PPP link was down briefly today between 12:16:59 and 12:17:45pm BST on my SMPF TTB Pro connection - router retained the sync to the exchange so it was no problem

It started the same night has what was posted on the xilo service statues website

9:33pm, 2nd April 2013
Our monitoring has noticed higher than usual latency on some circuits. We are investigating.

I'm on the be 16 package, Has soon has i changed dns servers, It started working again.

Then i switched back to xilo dns and on a few occasions it's stopped working, But has soon has i change dns settings and reboot, Everything works again, Also changed router to see if it was a problem, But same happened with that router.

OK, that wasn't a DNS issue though - that was a problem on the Be/O2W network only - essentially a routing issue.

We've not seen any repeats of that since resolved but if you are still seeing problems, please raise them to us on your account.

Matt

Just to update - my Xilo account went live this morning without issue and with exactly the same up/down etc specs (which is a good thing!) as my previous broadband account. Unsurprising really, I would imagine nothing has changed technically as I was on a legacy O2 Be account and am now on Xilo's O2W LLU Elite package which I understand is the same (perhaps Xilo could confirm?).

The only unknown at this stage is how smooth O2's account termination will be as despite going through the MAC request procedures together with further confirmatory follow up calls from myself, they were still unaware of my migration taking place (other than a record of my original MAC request).
Maybe this is normal but I can't help being a teensy bit paranoid that when they switch off my O2 broadband account tomorrow, my Xilo one will be also taken out with it due to it's hook up at the exchange being unchanged to my original O2 one (if my guess is right at least).

Fingers crossed!

I can't comment on the package at the O2 side, but there will be a few technical changes on how you're routed but this should not affect ports (although, we sometimes see ports reset as part of the migration).

The only main problem we're seeing with Be/O2W customers migrating to us is that they are committing the transfer for a date in the future but then immediately cancelling the original service, stating to their customer that it has already migrated - despite telling us a different date!

If there are any problems at all, please get in touch.

Matt

Just to follow up my previous post regarding migrating to Xilo and to give credit where it's due -
I had an initial hiccup thanks to Be putting me on an incorrect product which resulted in a reduced download speed. After reporting this to Xilo they followed it up and the error was corrected in 24 hours. What makes this even more impressive is I reported this on Saturday evening, not even expecting a response until Monday (let alone a fix!). You can't fault that for customer service.

Edited by deleted (Mon 15-Apr-13 15:35:36)

In reply to a post by tblackwood:

Snip of confidentiality case law (very interesting BTW - thanks)

I would also consider a communication between two people as confidential as I would personally feel obliged to ask for their consent before publishing - it's just manners if not the law.

DrT

uno,

Would you be able to give me an update on my order (ticket ref: "uno.net.uk #2013-05-28-U798") please? I placed this order yesterday and was told I'd receive an invoice "shortly". I chased up sales at 13:11 and still haven't received a response.

Thanks,

verta.

Smooth migration of my FTTC service from ADSL24 > Xilo today. Same performance.

Very confident in Xilo as they have been my web hosters for a while, and their support is excellent - they help beyond their remit.

Their web site is not the best, for example their FTTC offerings are located under the 'pro broadband (LLU) up to 24Mb'; but I can live with that for the service I get.

Glad to be on board.

DrT

uno,

I've been trying to call the sales number since around 4pm yesterday, most of the time it's engaged and the times when it does ring it says the sales team are too busy to take my call and to submit an email. This isn't a good start

uno,

I've just spoken to someone in Support who has updated me on the status of my order. No need to chase this up now, however you need to get the 0800 sales number sorted, and maybe some more sales staff as it's 48hrs (at 16:08 today) since I had a response, which is quite poor IMHO.

The guy I spoke to from Support (very helpful and polite I may add) said that the email tickets are dealt with on a first come, first served basis, and as I'd updated my ticket (asking for an update), this had pushed my ticket to the back of the queue again. I'm not sure quite why the support system works like that, but never mind - it's been dealt with now.

Thanks,

verta

In reply to a post by verta:

The guy I spoke to from Support (very helpful and polite I may add) said that the email tickets are dealt with on a first come, first served basis, and as I'd updated my ticket (asking for an update), this had pushed my ticket to the back of the queue again. I'm not sure quite why the support system works like that, but never mind - it's been dealt with now.

In my experience, most/all support ticket systems work this way and most/all warn of this.

In reply to a post by DrTeeth:

In reply to a post by verta:

The guy I spoke to from Support (very helpful and polite I may add) said that the email tickets are dealt with on a first come, first served basis, and as I'd updated my ticket (asking for an update), this had pushed my ticket to the back of the queue again. I'm not sure quite why the support system works like that, but never mind - it's been dealt with now.

In my experience, most/all support ticket systems work this way and most/all warn of this.

I've worked in Enterprise IT for 11 years and not one of our ticketing systems functioned that way, it was always sorted by the oldest unread ticket, updates to the ticket had no effect - this is why it seemed so strange to me! Maybe it's different in a service provider setting, I've never worked SPOps so I don't know

Plusnet do the same. It's utterly idiotic.

Your lucky mate and once they get your custom then its more than likely the last time you get to speak to them as you will spend most of your life listening to an engaged tone and nothing else.

In reply to a post by time2die:

Your lucky mate and once they get your custom then its more than likely the last time you get to speak to them as you will spend most of your life listening to an engaged tone and nothing else.

Still, mustn't grumble

In reply to a post by time2die:

Your lucky mate and once they get your custom then its more than likely the last time you get to speak to them as you will spend most of your <snip of negative waves> ...

...time using your connection and their excellent service.

Edited by deleted (Thu 27-Jun-13 22:00:44)

In reply to a post by DrTeeth:

In reply to a post by time2die:

Your lucky mate and once they get your custom then its more than likely the last time you get to speak to them as you will spend most of your <snip of negative waves> ...

...time using your connection and their excellent service.

And whats so wrong with wanting to talk to my isp who i pay a premium to,hope one day mate you have the same issues.

Well im utterly disappointed atm. Ive used Xilo for many years..never had a problem with services..just communication. Now ive launched a new site, magento draining server...and its nearly 2 weeks of slack communication trying to upgrade. Money is no object but im not a developer and need a little simple help to set it up. Plus ive got money from the existing services I want transferred before I go ahead and pay for another.....I get 1 reply on my ticket sometimes every day or every other day..no reply has actually helped or answered my problem..im going round in circles and getting very annoyed and losing potential sales every minute of every day. If I dont get it sorted by the end of this week I will be moving ALL my domains and services to a company who can actually provide the lever of customer service I expect.

Apart from this they are great!

Also I have tried to call them every day for 2 weeks and never got past the engaged tone. Even after being told by Matt to call it tomorrow after 10 I call at 10.01 and all day but nothing. I dont even think the number works and if there are more staff there then why does no one care about their customers and helping them to PAY more money??? Only so much u can take before you decide to go elsewhere which is a real shame as the services they do provide seem to be very reliable !

Edited by deleted (Tue 16-Jul-13 10:07:28)

I've sent you a PM.

I don't know what phone number you used - I tried the one I got for support, and got a message about hours of opening. Since this was at the weekend (some cretin at the exchange seems to have made a change at 1630 on a friday!) after my adsl wouldn't connect a session, I waited until monday - and found the phones weren't switched out of the out-of-hours message until 1020.
The change seemed to have affected all the C&W LLU exchanges, so I guess Xilo had a busy weekend.

Post deleted by DnBSource

In reply to a post by Magsy:

Been with Xilo for years, on ADSL2 (C&W LLU) and now 80/20 FTTC.

Connection has always been reliable, routing seems ok and they (Matt) are very quick to reply / carry out changes. I've dropped in support requests midnight at the weekend and had replies ten minutes later.

Do expect some things to be manual that may be automatic with other ISPs however there is a nice personal touch

Never really had any slowdowns on ADSL2 but only 4mb sync...Now on FTTC I sync at 60/18 and can go full speed anytime of the day, any protocol. I do however have the top package with higher AR and priority (FTTC 125gb+ or something, it is not budget)

All I hear are good things about Xilo, I've never seen a bad review or word against them. I think there's a lot to be said for smaller ISPs and the "personal touch". Also, the fact they don't tie you into 12-month contracts suggests confidence in their ability to provide good reliable service, whereas the larger ISPs have to rely on 12-month contracts because the services are so [censored], people would leave every month else.

In reply to a post by DnBSource:

Well im utterly disappointed atm. Ive used Xilo for many years..never had a problem with services..just communication. Now ive launched a new site, magento draining server...and its nearly 2 weeks of slack communication trying to upgrade. Money is no object but im not a developer and need a little simple help to set it up. Plus ive got money from the existing services I want transferred before I go ahead and pay for another.....I get 1 reply on my ticket sometimes every day or every other day..no reply has actually helped or answered my problem..im going round in circles and getting very annoyed and losing potential sales every minute of every day. If I dont get it sorted by the end of this week I will be moving ALL my domains and services to a company who can actually provide the lever of customer service I expect.

Apart from this they are great!

Also I have tried to call them every day for 2 weeks and never got past the engaged tone. Even after being told by Matt to call it tomorrow after 10 I call at 10.01 and all day but nothing. I dont even think the number works and if there are more staff there then why does no one care about their customers and helping them to PAY more money??? Only so much u can take before you decide to go elsewhere which is a real shame as the services they do provide seem to be very reliable !

This is the first bad report I've read of Xilo, i'm not a customer or employee of the company, and I do know what you mean about the difficulty you can experience speaking to someone (either on live chat - which never works) or the phone, which is either constantly engaged or playing a call-back later message. I don't know whether this is a 2-3 man operation and they're over-worked and under-staffed, or just very very popular due to their good reviews. They do seem to reply to tickets, but getting straight answers to questions again, can be difficult I have found (and I'm not even with them yet, just trying to sign-up).

I get the sense that Xilo is for customers who know their stuff, and are not the type who needs a lot of support. That suits me fine, being an experienced IT person.

I can understand your frustration though if you have sites and what not, hosted by them. I use JustHost for my hosting and their support is first class. I've never known a hosting company like them. I can get them on live chat literally 24.7 and nothing is ever too much trouble. They will even support third party apps and stuff! And all that for 50 dollars a year, quite amazing really.

Edited by deleted (Wed 04-Sep-13 02:27:14)

In reply to a post by time2die:

Your lucky mate and once they get your custom then its more than likely the last time you get to speak to them as you will spend most of your life listening to an engaged tone and nothing else.

Well as long as the service works well and doesn't drop, I don't mind! If I have no cause to contact them, they can be as absent as they like

Maybe they should set-up customer support forum if they haven't already? And perhaps, some call queuing system might not be a bad idea, so at least you know where you are in the queue.

That live chat thing on their website never works either. I've never once been able to get anyone on it. But in fairness they do respond to messages left on it or tickets (usually).

I think they're just seriously under-staffed and need to hire some more people, but probably the cut-throat priced competitive services makes that a challenge.

https://discuss.xilo.net

could try this.

There is a support forum, which has been of help to me several times

If you have not already I'd suggest raising a ticket as they respond quickly to these (in my experience at least) and this means they have all your account and service details to hand.

I think they are a fairly small operation or that demand is simply exceeding the incoming line capacity.

As i will get any idea you share with matt.

Hi,

I am considering switching over to Xilo and just had a couple of questions.

Firstly, and this may be a daft one, but I assume everyone has a generally positive experience with them? No major issue specific to them rather than infrastructure issues and the like.

Secondly, this may just be me misreading, but why would I choose any package other than Pro Unmetered? No traffic shaping/throttling, a 1 month contract and completely unlimited. Compare this to say, for example, SOHO 200 which is the same but with a usage limit and £5 more expensive. All I can see is a marginally slower upload which won't affect me as a home user.

Thanks

In reply to a post by Arg0n:

...why would I choose any package other than Pro Unmetered? No traffic shaping/throttling, a 1 month contract and completely unlimited. Compare this to say, for example, SOHO 200 which is the same but with a usage limit and £5 more expensive. All I can see is a marginally slower upload which won't affect me as a home user.

TTB [partial LLU (SMPF)] is perhaps a lower cost than BT [21CN WBC] for xilo/uno and they can perhaps pass that lower pricing onto the customer...

Edited by 4M2 (Mon 14-Oct-13 18:12:39)

Hi,
I have had my home broadband through Xilo/Uno for quite a while now and have encountered no problems. As the exchange through which I connect was Market1, at first I was on one of their BT based packages, but now that TalkTalk have unbundled the exchange I've moved to one of their Talk & Surf packages with no problems encountered. Questions that I've raised either on the Community forum or via their 'ticket' system have always been answered promptly. (I think you can take this as a recommendation )
regards
Allan

Just got an email from Xilo, sadly it seems my current O2W package will no longer be an option in 2014 as O2 are dismantling that wing of their business and can no longer invest in it. I suppose it had to come but I had hoped it wouldn't be quite so soon, only transferred recently due to the Sky takeover. I'll have to see what Xilo come up with as an alternative at my exchange.