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)