Xilo / Uno

Hi all,

well, I've now been with Xilo / Uno for over a year and I just wanted to give them a virtual pat on the back

I'm really impressed with the service, both the initial set up and the continued user support.

The fact they are a smaller company just seems to help massively, suppor always seems personal and prompt, with almost immediate responses to any queries, be that support or sales.

Right at the start they worked with me to achieve the best speeds from my line (which when compared to my previous providers was very refreshing)

Best of all - 1 month rolling contract - this is the ultimate "putting your money where your mouth is" to me as they know if they dont live up to expected standards you can just walk, whereas the big guys tie you in for 12 months so if you dont like it, tough!

Again, highly recommend Xilo / Uno to anyone looking for a new ISP

I'll 2nd that (about a year for me as well).

Reliable and stable BB (just changed from Pro 24 package to Pro 100GB) and top quality Customer Service.

They are also in the process of offering a number of amended / upgraded packages, making them even better value.

Edited by MrBeeline (Tue 26-Feb-13 17:58:35)

Another happy customer as well, been with them 4~ years and never any problems on their end, they were great when i first switched over to them as the line had issues and they dealt with it perfectly involving a few openreach engineers. Only downside they have is that their phone line is only open 7 hours a day, they really need to have some kind of way to contact thats 24 hours.

I was kind of disappointed that would be having to switch from Xilo when FTTC is enabled here, but I just checked Xilo's site and it seems they are going to offer FTTC now! Just the page it leads to is blank :/

Great ISP where it counts, but they really are a bit rough around the edges

Edited by deleted (Wed 27-Feb-13 10:36:07)

Yes, they do seem to be take a bit of time to update their WEB site. Though I do appreciate it takes time and effort to do these sorts of things (being an x-programmer myself), I would have thought all the up-front stuff would be the first thing to be put in place.

But as you say.... can't complain about their service otherwise. Just you try getting BT to get off it's backside to sort something out! Just checked my Xilo ticket and Matt replied within 1 minute (beat that for Customer Service).

PS. How on Earth do you get the Thinkbroadband "button" to display in your Signature correctly?

Edited by MrBeeline (Wed 27-Feb-13 11:15:30)

We know we need to do that - after the new packages were released, we've been swamped.

Thanks for your feedback though, we really appreciate it.

Matt

They are an excellent ISP.

Been with them 2.5 years now, CS is spot on, service is brilliant.

Agreed they are a great isp. I used to be with them (still am for webspace) and I couldn't fault them. Matt seemed to work 24/7 answering tickets at daft o clock in the morning.

The only reason I moved was sky unbundled my exchange and they were a fair bit cheaper so I moved, but it was with a heavy heart.

Since connecting up 3 / 4 years ago never had a problem

Thought about moving as they were a bit on the expensive side but then they go
and roll in new lower prices.

Could have gone the Sky route etc but its worth a little bit more knowing you can speak to a brit and not some over sea's script monkey.

Yes, just had a look and prices are cheaper than when I was with Xilo. When they start doing fibre I may look into moving back.

Can I just back that up, I think I've been with them about 2 years, and they've been really good - might be moving the parents since the O2 / Sky buyout.

Although I do swear Matt lives in the office or at least has accomodation there as having a conversation on a bank holiday completely shocked me, not that I'm going to moan.

.....or Matt is a really clever computer that completely acts like a human,

Don't change Xilo / Uno - loving your work.

In reply to a post by juzzy25:

Don't change Xilo / Uno - loving your work.

Is it me or are they hard to get in touch with?

I've been trying their sales line 0800 848 8468 and it was engaged all morning. They didn't respond to the active sales chat on their website either.

Finally got through on the phone this afternoon but was then queuing for 10 minutes before a receptionist answered to say that everyone was busy and could I send an email.

I'm just trying to find out the differences between their various ADSL packages. The broadband package features don't seem to be listed on their website. Am I missing something?

Sorry about that - we're swamped at the moment due to the Sky news and getting to as many calls/emails as possible but preferencing support/existing customers first.

Calls will fail over after 3 or 5 minutes depending on the number you called, to reception and we will call you back as soon as possible.

Sorry once again.

Matt

Edited by uno (Tue 05-Mar-13 14:23:28)

In reply to a post by uno:

Sorry about that - we're swamped at the moment due to the Sky news and getting to as many calls/emails as possible but preferencing support/existing customers first.

Calls will fail over after 3 or 5 minutes depending on the number you called, to reception and we will call you back as soon as possible.

Sorry once again.

Matt

OK, Matt, fair enough if this is an exceptionally busy time. Thanks for replying.

Any chance of a link to the webpage that describes the differences between your various ADSL packages, please?

PS I'm an existing customer looking to change my current ADSL package

In reply to a post by denbigh1974:

Any chance of a link to the webpage that describes the differences between your various ADSL packages, please?

As a potential new customer I'd be very interested in seeing that information too.

I'm an existing customer and received this e-mail from Xilo (aka Uno) mods or Matt feel free to delete if I'm breaking the rules

--

We've launched our new broadband packages and made some changes to a few of our existing services.

The monthly rate for Pro 16 Home drops from £17.99 to £14.99 and Pro 16 Office drops from £23.99 to £20.99. This applies from any invoices generated from tomorrow onwards. Pro 16 Home and Office will now be known as Extreme 16 and Extreme 24 respectively.

Our Be 16, 24 and 24 Advanced services will also be known as Elite 16, 24 and 24 Advanced.

Pro 24 will now be known as Pro. We also have an Annex M version of the product known as Pro Advanced.

All our usage-based ADSL services now have 10GB, 50GB,100GB, 200GB and 500GB allowances. Our usage-based allowances only count during peak times, which are:

Home: 8am-12am (midnight) Mon-Fri
Office: 8am-8pm Mon-Fri
Pro: 8am-8pm Mon-Fri (new packages)
Talk & Surf: 8am-8pm Mon-Fri (new packages)
Fibre: 8am-8pm Mon-Fri

Customers on existing products do not need to change to these new packages and we will not force any change of service.

You can check which packages are available to you via our availability checker.

We'll be in touch soon with some more news regarding an unmetered Pro and Talk & Surf package which we hope to launch in April. We are also working on reducing the per GB fee for overage on all our products including FTTC in the near future.

Should you wish to upgrade to a new package, please get in touch via your account and submit a ticket for Broadband Sales. We expect to be extremely busy with upgrades and appreciate your patience whilst we action your request.

As always, thank you for your continued custom and if you are having any problems with your service, please do get in touch.

Yours sincerely,
uno Broadband

In reply to a post by juzzy25:

I'm an existing customer and received this e-mail from Xilo (aka Uno) mods

Thanks. It's still a bit of a mystery as to what the difference is between Home, Office, Extreme, Elite & Pro though!

In reply to a post by Stompa:

It's still a bit of a mystery as to what the difference is between Home, Office, Extreme, Elite & Pro though!

And as if by magic details have now appeared on their website. They could do with sorting the layout out though, it's rather hard to read and overlaps the FAQ box at the bottom of the screen.

I'm still a little unclear as to what the difference is between Elite (LLU - O2W) and Extreme (LLU - C&W)? Presumably the O2W may have a more limited lifetime because of the Sky takeover? But what difference does it make otherwise?