Praise for Xilo

Raised a ticket at 10:20 last night and got a reply 1 Minute and 20 Seconds later!
That's my idea of good service.

Yes, their customer service is beyond brilliant. I've got hosting with them and have opened a ticket in the early hours of the morning and got a reply straight back.

In reply to a post by _Resonance_:

Yes, their customer service is beyond brilliant. I've got hosting with them and have opened a ticket in the early hours of the morning and got a reply straight back.

They also help with things that they do not need to. Replies are often so fast it is like live chat.

I also have hosting as well as BB with them. The only thing they don't have is my domain registration which is with Heart (they are cheaper the last time I checked).

DrT

I'm sure Matt doesn't go to bed as I always seem to get a reply immediately also day or night. Xilo has best customer service in the business I say as many people like me have found out. Can't understand why people stay with companies like BT, who take advantage, when there are companies like Xilo around who always treat their customers with respect, are there when needed and never try to wriggle out of providing what the customer signed up to.

Can't understand why people stay with companies like BT, who take advantage, when there are companies like Xilo around who always treat their customers with respect, are there when needed and never try to wriggle out of providing what the customer signed up to.

Xilo Fibre 75 Gig Plus BT Sport costs £47��Unlimited BT Infinity 2 with BT Sport included costs £20 for 3 months then £26 thereafter.

Your turn will come and you'll find out you get what you pay for in the broadband world, especially from the likes of BT and Talk Talk.

Been with Xilo for 4 years mate and generally i hate BT with a Passion as i hate overseas call centres with people that on some occasions struggle with the English Language.

I agree with many of your points mate and the Xilo service i have received the past 4 years has been exceptional,they do answer tickets and deal with problems promptly but in my experience and quite a few others on here rarely answer the phone when you are trying to speak to them.

Well unless things have changed in the last 12 months i have spent literally days listening to a engaged tone or a phone that continues to ring out.

Sometimes its nice to hear the occasional voice and your right in your thoughts regarding BT Customer service and there total lack and capabilities of fixing things promptly and general lack of communication given that they after all a Communication company.

But when they are throwing deals at you that generally saves you Hundreds of Pounds a year its hard to ignore,there are going to be far more unhappy customers based on the fact they have Millions of customers and not a few thousand.

My changeover to Infinity 2 was yesterday and it went as smooth as silk,I'm not going to praise BT for this as its early days and my experience with them in the past with Phone line problems has been awful ,this is my very first time i have used BT for Broadband,could be a huge mistake i know but the savings are huge and I've decided to take the risk and i won't be afraid to air my displeasure on here if things go wrong.

Edited by time2die (Sat 23-Aug-14 09:48:09)

£21pm is one heck of an insurance policy against Customer Service difficulties .

Yes I know that BUT what price peace of mind and the service you get for the extra. Some people, including myself, don't mind paying the extra for the civility other isp's give. BT have a virtual monopoly that's why they can treat most their customers with the contempt that they do. Just trawl around the TBB forums and see how many good thoughts are directed at BT. Not many for sure. If you'd rather pay less and take the risk of being treated like zilch then that's your choice. Oh and by the way as Plus Net is a BT company I wouldn't let them have my money either and wouldn't accept their service for free if offered. I've said enough on this now, don't believe in giving BT too much of a platform as any news good or bad is an advert. I'm happy with Xilo for the moment thank you very much.

In reply to a post by parsimony:

Raised a ticket at 10:20 last night and got a reply 1 Minute and 20 Seconds later!
That's my idea of good service.

Wow! Customer Service does exist!!!

I hate living so far from the exchange, the exchange that don't have fibre either...

Really wanted to sign up with xilo for many years but never been able to as it wouldn't be fast enough.... So stuck with the coax rats for the moment.

In reply to a post by caley:

I'm sure Matt doesn't go to bed as I always seem to get a reply immediately also day or night.

I have pondered this issue too.

In reply to a post by caley:

Can't understand why people stay with companies like BT, who take advantage, when there are companies like Xilo around who always treat their customers with respect, are there when needed and never try to wriggle out of providing what the customer signed up to.

Me too. It worries me that they can vote and procreate LOL.

Hi Caley

I have trawled around the ThinkBroadband Forums as advised and seen reliability problems with Xilo over the last few days and again a major outage in May.

From what I can make out there are a few hundred on Xilo and a few million on BT. Xilo appear to be more unreliable than BT, TalkTalk abnd Sky that more or less everyone else is on.

You pays your money, you takes your choice. You pay much more money to Xilo for much less usage and when it goes wrong, you wait for Matt to get help by bitching to TalkTalk on Twitter.

https://twitter.com/TalkTalkBizCare/status/501634443...

Edited by deleted (Sat 23-Aug-14 21:20:59)

In reply to a post by DrTeeth:

In reply to a post by caley:

I'm sure Matt doesn't go to bed as I always seem to get a reply immediately also day or night.

I have pondered this issue too.

He's a Time Lord.

Reads problem report; researches / sleeps on it; travels back in time to 5 secs after problem was raised; posts response.

Easy!

Ssssh!



Matt

Instead of taking things out of context...

The issues with service have been related to an issue with Talk Talk specifically. They've had a serious issue in their network which caused session problems on one gateway in their network.

The last referenced issue was unrelated to that but again with Talk Talk and a botched software upgrade which none of their support teams would acknowledge despite firm evidence as to the issue. Us, A&A a few others were all affected, all getting different responses from TT and it took them the best part of many hours after we all raised reports before they took action.

We were not the only ones affected on each of these outages. Yes I will "[censored]" on Twitter because when you follow the correct escalation process to which ourselves and others appeared to be getting conflicting information, you do as much as you can to escalate upwards as well as vertically to ensure resolution and that there is attention on the problem reported. I don't see anything wrong in that.

Matt

In reply to a post by DG101:

In reply to a post by DrTeeth:

In reply to a post by caley:

I'm sure Matt doesn't go to bed as I always seem to get a reply immediately also day or night.

I have pondered this issue too.

He's a Time Lord.

Reads problem report; researches / sleeps on it; travels back in time to 5 secs after problem was raised; posts response.

Easy!

Sounds bang on to me.

"There was a young lady called bright,
Who travelled much faster than light,
She left home one day,
and in a relative way,
Arrived home the previous night"

I'll get me coat...

In reply to a post by uno:

Ssssh!



Matt

Is Tom asleep?

In reply to a post by uno:

... you do as much as you can to escalate upwards laterally as well as vertically to ensure resolution ....

Fixed that for you .

The "issues" with Xilo were beyond their control and also affected other ISP's that used the TT/Opal backend.

Xilo go that extra mile when it comes to resolving problems and yes, that is reflected in the price, but you're not going to get a high quality service AND high quality support if all you want to pay is a fiver a month.

Matt never seems to sleep. He either lives on Red Bull and coffee, or has had his DNA spliced with that of a shark.

Expectations have to match what you're willing to spend, otherwise you'll spend a long time hopping from one ISP to another and never being happy.

They really are excellent. I only left them because I wanted BT Sport. Excellent ISP,

Its a shame my very good experience with Xilo is marred by trying to get them to issue me my MAC code.
Such a simple request only to be left in limbo waiting days for any reply with the customer portal showing...."no mac requested"...... 5 days on !!