Recommend me a Broadband Supplier had it with Xilo...

Someone on here please recommend a decent Broadband supplier without restrictions and blocking of sites,i have just about lost the plot with trying to contact Xilo on there sales/support numbers since 10am this morning which if you read my other post are constantly engaged.

Daft thing is there broadband is wonderful but its the rest thats useless,like when you want to actually give them some extra business as i do with a friend that requires Broadband but its impossible to get through.

I also had a question regarding my own line and possible upgrade but again its like flogging a dead horse.i know the guy called Matt is pro/active on these forums and i wasn't intending to plaster my gripes all over the think broadband forums but the last time i had a concern and sent him a personal private message he declined and ignored it so thats why its on here.

Now its not surprising that your phone structure you have put in place in your place of work is so appalling Matt and im not surprised that on occasions which is rare indeed that i have managed to get through i find the person very rude and not helpful and somewhat ignorant to my concern/problems.

Saying that when the spokesman like yourself is pro/active on here and also does not reply to private messages i send him then am i surprised.

I did not bother sending you a PM this time Matt and my concerns regarding xilo are now for all to see which in all fairness is the correct procedure.

Let me clarify that i have been with xilo for 4 years and your broadband service has been exceptional in most cases but your customer service is none existent,and on occasions customers have the right to speak to there broadband supplier and in your case there is more chance of having a conversation with the prime minister.

There is a saying ..you get what you pay for and myself and the girlfriend are certainly paying a premium to you guys which amounts to just under £30.

For that sort of money not only do i expect a stable fast broadband connection i also expect to be able to speak with the person/persons who supplies me and treats me like a valid customer.

Think today taking into account what we pay and the fact i was going to recommend a friend you have just lost £60 a month if not more once people start reading this.

Edited by time2die (Wed 26-Jun-13 15:01:05)

Just to say, I didn't decline or ignore any PM.

They are not enabled on here, so it wasn't deliberate or intentional. You can always drop me a ticket via your account so I know who you are, securely, and then I am happy to call you - that's never been a problem, just as I have updated your other threads.

Matt

I was thinking of joining , after reading the posters comments i am unsure, why have you not addressed the posters concerns regarding not been able to speak support and always engaged? this has cropped up a few times on here.

Are you going to address these problems ?

bob

It was addressed in another of the OPs posts.

Edit: Post is here.

Matt

Edited by uno (Wed 26-Jun-13 16:35:37)

Matt, thats, not a very helpful reply for people like me who are thinking of joining , why are your lines engaged at times, is there not enough staff?

Bob

In reply to a post by bob12345:

Matt, thats, not a very helpful reply for people like me who are thinking of joining , why are your lines engaged at times, is there not enough staff?

Bob

There not engaged at times mate they are engaged continually,think very carefully before committing,there broadband service is excellent but if you need to speak with anyone then you may find yourself in a spot of trouble,and if you want any help then look elsewhere.

Problem is people presume that everybody is Broadband savvy and this is not the case,just setting up a router and a wireless network is a task to many people especially the older brigade find frustrating and difficult,i have lost count how many people i have helped out on this housing estate i moved to 4 years ago.

Even general basics confuse the hell out of a lot of people,try explaining to a 60 year old how to get into the routers settings and changing the security key.

Obviously the above paragraph has nothing to do with xilo who will more than likely claim its not there problem anyway.

In reply to a post by time2die:

Even general basics confuse the hell out of a lot of people,try explaining to a 60 year old how to get into the routers settings and changing the security key.

Oi!

In reply to a post by bob12345:

Matt, thats, not a very helpful reply for people like me who are thinking of joining , why are your lines engaged at times, is there not enough staff?

Bob

Cross posting is frowned upon on the Thinkbroadband forums which is no doubt why Matt linked to the other thread rather than just reposing.


As someone who has been a customer of theirs since November (and I have no connection to them other than as a customer) I am more than happy to vouch for what has been said about the ticket turnaround times, any issues I've had have been resolved extremely rapidly and I have never felt as though I was being fobbed off, the service speed is excellent too.


They are a very small company so that would explain the long waits and engaged tones, if your service is up and running drop them a ticket as Matt suggests as you'll not be left waiting for a response.

It is definitely worth joining Bob, a friend of mine also signed up after being with Orange for a number of years and he too is very pleased with the change in all respects.

In reply to a post by RobertoS:

In reply to a post by time2die:

Even general basics confuse the hell out of a lot of people,try explaining to a 60 year old how to get into the routers settings and changing the security key.

Oi!

I thought you were in your 70's Bob

No, I became semi-mature in the 70's.

Edited by RobertoS (Wed 26-Jun-13 22:38:34)

bob12345

I to have been a happy customer for a couple of years now and all OL tickets have been answered promptly. Usually within an hour and the last time within a couple of minutes (and that was quite recently). And the only couple of times that I've had to phone them (0345 468 0005) I've got pretty much straight through. With regards to phoning, I suspect it very much depends on when (IE. first thing Monday morning is probably not a good time). Plus any company can have problems with their phone system. EG. Phoning BT can be a nightmare!

Not trying to disrespect the OP here, just giving my opinion on Xilo.

Edited by MrBeeline (Wed 26-Jun-13 23:04:13)

Patronising little whippersnapper. Remind you who invented the computer.

And for the best part of 4 years i thought the same, problem is when you want to contact them its none existent,I'm not talking about there ticket response turnaround as i have yet to use it.

But sometimes its nice to actually get advice from a friendly voice who are providing you with a service which by all accounts is not cheap.

You may not have had the displeasure of spending the best part of a day trying to ring your ISP,when you do and you get constant engaged tones on both there sales/support line as listed on there website you might not quite be so favourable towards them.

I have seen quite a few negative posts on here regarding Xilo in the last 12 months,all regarding customer service and phones that nobody answers.

Its a problem that needed addressing a few years back and only when i rant on here to a i actually get a response regarding Matt offering to ring me.

Why should we all have to go through the faceless ticket process as it should be quicker to actually talk to someone regarding your situation and they are there to offer advice on there products which best suits are needs.

The irony is that i only really wanted to give them some new custom today as i have a friend that wants a good stable broadband connection and i wanted to ask about a upgrade possibility on my own line.

How can i possibly recommend a friend to a company that has no phone customer support.



Excuses about there phone system is not the problem as Matt has already stated,what they need is more support,and on several occasions before i have had major trouble getting them to answer the phone over the past few years so they knew they needed to do something about it a long long time ago.

Appreciate the problems you are having with phoning them, no engaged tone today, just a recording asking me to email my query.

Having said this I emailed a number of pre-sales questions after my call and had a reply back in 20 minutes with all my questions answered by someone who obviously knows the products very well. This included advice on which product to take given my line stats and future upgrade path to FTTC.

It seems to me that the quality is still there, they understand they have a staffing problem and are targeting their resource in the best way they can to deal with the volume of queries they are getting which in my case has worked.

Not ideal if you really want to talk with them but a viable alternative it seems while they sort things out.

Thanks mate.

Matt is due to call me Monday when i will then decide what to do.

I've been using Vivaciti LLU (TalkTalk) for ages now and can't recommend it highly enough.I just don't get any problems, I feel very lucky that for the best part of two years I really have not needed to visit this forum to solve any problems.

I know that can change at the drop of a hat with any service as time with Enta, Eclipse, etc, etc has taught me over the years but so far so good.

When I was with Vivaciti I found the surfwise complete product to be excellent for throughput and latency but only with the 'file share add on' which as time went on started to look expensive.
Without the add on the traffic shaping always seemed to be a bit more intrusive than expected.

Anyway just went live with Xilo today on a TTB product so hoping for good things!
It's a way of testing their service before committing to fibre, hopefully in a few months

Re the OP, most tickets answered within an hour or so and all same day so far, pre sales and support.

Keep an eye on weekday daytime throughput speeds, there have been issues with iPlayer etc. speeds on some lines during office hours on the TTB product.

I've still got an open ticket about that but things do seem to be getting back to full speed now...otherwise an excellent product and great support