FAQs

Choose a product and category to find answers
to our most frequently asked questions.

General

Call XLN immediately on 0344 880 7777. We will suspend your SIM card to prevent any unauthorised use and send a replacement SIM.

Your phone number will be allocated at point of sale. You can find this number on your Mobile SIM pack, invoice or online at your MyAccount page.

Alternatively you can find your number in the about section of your handset.

Due to the unfolding Coronavirus pandemic, we are making some important changes to charges associated with the non-emergency 101 service. As of 1st April, calls to 101 will be free of charge – just as calls to 111 and 105 already are. This is to alleviate pressure on 999 services.

Depending on your payment acquirer, see below for contact details regarding any payment processing queries:

Elavon – 0345 850 0195

First Data – 0345 606 5055

Depending on the manufacturer, see below for contact details for any hardware-related queries:

(This can be found on the front of your pay terminal)

Spire – 0800 008 7283

Verifone – 0333 323 6505

How quickly a fault is repaired depends on a number of different things. XLN's service uses the BT Openreach network, which means that any faults with your line will be seen to by an Openreach engineer. How soon they address the fault depends on availability in your area as well as the complexity or location of the problem. If an appointment is needed we'll always try to book the earliest possible slot for you, but please bear in mind that it may take a few days for an engineer to become available.

We run our service on the BT Openreach network, and your phone line remains part of this network when you join XLN. That means that if you have a fault with your line, an Openreach engineer will repair it.

If there is a fault on your line, please let us know by calling us, or if you prefer you can run a line test and raise a fault via MyAccount. Our lines are open 24 hours a day, 7 days a week.

We offer four levels of care for your telephone line, each priced accordingly and tailored to suit the needs of your business.

Our different care levels are as follows:

  • Fault response within three working days; free
  • Fault response within 48 hours; £1.20 per month per line
  • Fault response within 24 hours; £3.95 per month per line
  • fault response within 6 hours; £5.49 per month per line

If your business is heavily phone or internet-based, we highly recommend that you choose one of our enhanced care level packages so that we can repair any problems and get you back up and running as soon as possible.

Please be aware that line faults are dealt with as soon as possible, and the timescales listed above represent agreed service levels with the network (Openreach). It is not a guarantee that all faults will be rectified within the stated timescales. Some line faults require serious engineering work (e.g. Roadworks) to restore the line and can, on occasion, take significantly longer.

To add one of these maintenance packages to your XLN Business Phone Line, please call our customer service team on 0344 880 7777 or request a call back.

XLN only provides 3G and 4G connectivity to deliver the best speeds and network reliability. For this reason 2G only handsets are not compatible with the XLN network.

Your handset must also be unlocked (SIM free). If you previously purchased your handset via a network please check with them to ensure the device is unlocked.

Keeping your XLN Pay terminal clean and hygienic has always been important for ensuring the best possible customer experience.

But with Covid lockdowns in place and many businesses preparing to re-open as safely as possible, the importance of clean terminals has increased.

So here are some tips on cleaning your terminal in the best, safest way possible:

  1. Turn off your handset and unplug it from the power source before cleaning
  2. Clean with a lightly water-dampened cloth or with a very small amount of pH-neutral, non-scrubbing soap
  3. Don’t use solvents, detergents, bleach or abrasive cleaners
  4. Once cleaned, you can sanitise using an alcohol-based wipe or cleaner applied to a cloth
  5. Always apply gently – touch panel displays are especially sensitive
  6. Never spray or pour cleaner directly on to the terminal
  7. Never vigorously scrub, shake or dry the terminal

Happy cleaning!

Check the mains socket is on and working, make sure the power cable is locked in position underneath the cable tidy. Press the power button to turn on.

My device tries to connect to the XLN Wi-Fi service when I am in my own business premises.

When you're in your business premises, you should always connect to your private Wi-Fi. Unless it has been changed, your private Wi-Fi network name (sometimes called an SSID) will usually be one of these:

XLNBusinessServices

XLN For Small Business

Sometimes your device may try to connect to XLN public Wi-Fi instead of your private Wi-Fi, but most devices have a way of prioritising which network to connect to.

Windows allows you to put networks in order of prioritisation, while iPads and iPhones will try to connect to a secure private Wi-Fi connection before a non-secure public network. Some Android devices also have a Wi-Fi priority feature built into the advanced Wi-Fi settings.

You should check the manufacturer's instructions for prioritising networks on your device. However, if you are unable to do this, or if your device still connects to XLN public Wi-Fi after following the manufacturer's instructions, you should be able to get your device to 'forget' XLN Wi-Fi.

If you experience a terminal fault, please call our helpdesk for assistance on 0344 880 6121

Please call XLN on 0344 880 6121

It is best practice to complete this at the end of business every day.

When the terminal is displaying the ‘SALE' screen.

Press ‘Batch' and enter password 0000 and then press Enter.

Follow instructions on the screen.

The terminal will display ‘Processing' whilst it communicates with the acquirer. A confirmation will then appear on the screen of the terminal and a report will print out for your records.

Check your internet and/or phone line is working

Switch the power off at the mains socket, check all the cables are properly connected, and hold down the power button to turn on. If the above fails call our terminal helpdesk on 0344 880 6121

By default XLN has applied an adult content filter to all SIMs. Give us a call on 0344 880 7777 to have this lifted.

The 'Support' section of our website has a lot of information to help you get the best from your XLN Broadband or Fibre.

For Fibre

For ADSL

https://www.xln.co.uk/resources/pdfs/support/troubleshoot_adsl-router-setup.pdf

To save you time, here's a short summary with a few things to check:

  • Use your master socket to connect your router
  • Locate your router in the open, and as 'centrally' as you can!
    • Radiators, pipes and metal objects can really affect your Wi-Fi!
  • Keep your router away from other electrical equipment if possible
  • Always leave your router switched on
  • Use an ethernet cable connection to the router for the best connectivity
  • Try not to have too many users and devices on the same connection

International Calls can be added easily to any Cloud Voice deal, and it’s easy to tailor a package that suits your needs.

Auto-attendant connects callers to a fully personalised automated greeting and menu of options to ensure the call gets directed to the right person. It’s a great way of making your business more professional.

The Hunt Groups feature lets multiple users take different calls at the same time. It ensures that no matter how busy you are or how much your business is growing, you never miss a call – or a sale.

The Call Recording feature allows you to record calls for training and quality purposes. It stores the calls in the cloud securely, for you to access whenever you wish to. For more information, or to receive our handy customer guide, give our friendly team a call.

Standard cancellation charges will apply for your dedicated data line if you are still in contract.

Cloud Voice user packages can be moved at no additional cost.

In contract cancellation fees

Cloud Voice Dedicated Data - Line: £299.00

Cloud Voice Dedicated Data – Broadband/Fibre: £199.00

Cloud Voice pay as you use/unlimited user: £99.00

Cloud Voice Express: £99.00

If you’re porting any existing numbers to Cloud Voice or require a new line to be installed to support the service set-up will typically take a minimum of 12 working days.

Should you wish to add brand new Cloud Voice packages (including new numbers) this can take as little as two working days.

Cloud Voice is dependent upon a working internet service to function.

To mitigate against such scenarios XLN can enable the disaster recovery feature to ensure that any incoming calls are routed to an external number of your choosing. Your dedicated landline and broadband line (provided as part of your package) will also be available.

If you choose the Cloud Voice Express package, your service can continue to function regardless of your Broadband connection.

XLN cannot guarantee call quality or connectivity on third party connections. For this reason we highly recommend Cloud Voice is used with an XLN provided landline and dedicated broadband connection.

If you choose the Cloud Voice Express package, your service can continue to function regardless of your Broadband connection.

We accept numbers from the majority of providers. If you’re not sure if your number can be ported please speak to our dedicated Cloud Voice team.

If you have Fibre available in your area then there’s no need to worry – Cloud Voice will work as expected.

If you only have ADSL available we recommend a minimum 8Mbps download speed to avoid any impact on your quality of service. Our dedicated agents will be able to test this for you.

There aren't any minimum speed requirements for the Cloud Voice Express package.

It is not essential, but we highly recommend having a data line with XLN, be it your normal internet connection or a dedicated data line. Cloud Voice requires enough upload bandwidth to avoid any crackling/bad quality calls.

Available bandwidth is impacted by any other internet use on the line, periods of heavy internet traffic and your line type. For maximum upload bandwidth, we suggest a dedicated fibre data line.

You don't need a dedicated broadband line for the Cloud Voice Express package.

In light of the current situation regarding Covid-19, we understand that some customers would like to temporarily move their Cloud Voice handsets to allow remote working.

Your Cloud Voice service does ideally require a minimum speed of 8 Mbps. If speeds are lower than this or there are a large number of devices using this connection, your service could be impacted.

We recommend you avoid using the Cloud Voice service for any emergency calls whilst you are relocated. That's because any calls made from the handset to the emergency services will be directed to your registered business address should the call be cut off. If the relocation is to last longer than a few weeks, we may need to contact you to update the emergency services database, as this is a legal requirement of XLN.

Another option is to simply apply a temporary divert to your number. We can add this to any UK based landline or mobile number quickly and easily – so let us know if that would be preferable.

If you need any assistance with connecting the handsets at the temporary location please send an email to hostedvoice@xlntelecom.co.uk

If you would like to opt out or deactivate XLN Wi-Fi you can call one of our experienced advisors on 020 3675 9946 during office hours – which are 8.30am to 8pm, Monday to Friday; and 9am to 5pm on Saturdays.

As XLN Wi-Fi is a public Wi-Fi network, we have a responsibility to ensure that the content available is suitable for young people to access themselves or to look at over someone else's shoulder. XLN Wi-Fi has an obligation to block any illegal or adult content on the XLN Wi-Fi network.

This can happen on any connection whether it's public or not. However, as with all Wi-Fi networks, we recommend that you have adequate security and antivirus software on your device before you start using XLN Wi-Fi. The majority of security risks online are spread via malware within certain webpages. Up-to-date security software should protect you from this.

Public Wi-Fi networks are generally not as secure as private connections. The data is not encrypted on public Wi-Fi and we therefore suggest you do not access online banking and avoid logging into sites and applications that contain sensitive data. See our Wi-Fi Safety page for more information on this.

Any device that can connect to a home, work or public Wi-Fi network should be able to connect to the XLN Wi-Fi network, too.

You should try to keep your router switched on at all times. Turning it off can have an impact on your service speeds.

XLN Wi-Fi is ideal for emails, checking social media, browsing the internet and reading the news. As XLN Wi-Fi is a public service, some sites may be blocked because of their content or for legal reasons. We do not block video streaming sites but if there are lots of people connected to the same hotspot at the same time, you may notice that the video buffers.

As a valued XLN Wi-Fi customer, we've created a way for you to log in to XLN Wi-Fi when you're out and about.

Firstly, search for and connect to _XLN Free Wi-Fi on your device. To see more device-specific detail for connecting see the Connecting a Device section.

Then, on the XLN Wi-Fi login page, click the navigation menu icon at the top-left corner of the page and select the XLN Premium Access option. Enter your XLN Wi-Fi username that we sent you, wait 5 seconds or so and you should be ready to surf. The next time you enter another business that offers XLN Wi-Fi your device should automatically connect, but if it doesn't just re-renter the username we sent you. You will also need to enter your Wi-Fi username on each different device that you connect with.

IMPORTANT - your username is private and should not be shared. There is a limit on the number of concurrent devices connected to XLN Wi-Fi when connecting with your unique username, so make sure you don't share it out.

No – your private Wi-Fi connection is on a separate secure wireless channel.

XLN Wi-Fi filters out most illegal traffic. But in the unlikely event that someone accesses illegal content we can prove it wasn't you because the XLN Wi-Fi service works on a different wireless channel. We also keep a record of all users on your XLN Wi-Fi account.

We only allocate a small amount of your overall bandwidth to the XLN Wi-Fi service. Plus, most people only use a small amount of bandwidth that they have available on their connection, so you shouldn't notice any difference in your own service.

In the unlikely event that you do experience a drop in service speed, please contact Technical Support. We are able to block extremely high-volume users of your Wi-Fi service if they are impacting the service that you or other users are experiencing.

No – XLN Wi-Fi is only compatible with routers supplied by XLN.

Routers supplied by XLN from 2012 onwards should be compatible with XLN Wi-Fi. Routers supplied before 2012 may not be, but you can order a new router, or upgrade to fibre and you'll get our new Super Router free of charge.

Locking your router away in a cupboard or putting it next to appliances such as microwaves and electronic till systems can have a real impact on the wireless performance.

It's not always easy but you should try to put your router in an unobstructed location – preferably not on the floor or next to thick walls. Your router's wireless signal will reach further if you put it in a central location to where you, your colleagues and your customers will be connecting to it.

We will always activate XLN Wi-Fi remotely, and to do this we upgrade the settings on your router. During the upgrade process you may notice that your router connection goes offline for a short while – usually no longer than 5 minutes. Make sure you don't turn it off during the upgrade process as it will need to start all over again the next time you turn it on.

It's a good idea to keep your router switched on at all times. This is important for your upgrade but it's also important in ensuring you always get the best possible broadband speeds.

If your router is not switched on when we attempt to upgrade it, XLN Wi-Fi will begin the next time it connects to the internet. You may notice that it takes an extra couple of minutes to connect to the internet during the upgrade.

These changes will not affect your private settings, or devices connected to your private network.

XLN Public Wi-Fi broadcasts two network identifiers (SSID):

_XLN Free Wi-Fi

XLN's existing open public Wi-Fi network SSID. Authentication of users is handled by a captive portal when customers access the SSID. Users need no specific profiles or applications to access the network.

XLN.x

The XLN.x SSID is designed to deliver the next generation of public Wi-Fi connectivity.

It enables consumer devices to use a secure radio link between their device and router (like being connected at home) which removes one of the remaining public Wi-Fi specific security flaws. A consumer with a provisioned device will have a network profile embedded on their device to use the service.

If a user manually selected the XLN.x SSID, they will be prompted for a username and password, however only devices with an a specific profile provided by their network operator will be able to connect.

In terms of service the _XLN Free Wi-Fi and XLN.x share the same bandwidth segment so will not affect your private network.

XLN Wi-Fi is a service for you and your customers that can be used with any Wi-Fi enabled device such as a smartphone, tablet or laptop.

It allows you to offer a legally compliant Wi-Fi service to your customers, meaning you no longer need to give away your private Wi-Fi password. You can now browse safely when you are connected to your own private Wi-Fi.

Providing Wi-Fi means that you are more likely to attract new customers. Better still, those customers typically stay longer and spend more – becoming increasingly loyal, and increasingly profitable.

A Business Phone Line from XLN isn't just great value for money; you also get loads of additional features to help you do business easily and efficiently. You can view a full list of additional calling features that are available with your XLN Business Phone Line on our Network Services page.

To change bank details please call XLN on 0344 880 6121. If the entity of your business has changed or you have sold the business hence the reason to change bank details, we will walk you through the change of legal entity/ownership process.

To be eligible for a terminal upgrade, you will need to have completed the minimum term of your service agreement. All upgrades do not have an initial cost associated therefore upgrading at no additional cost.

If you wish to add Cashback, Amex, amend till receipt header, change your address etc.

Please call us on 0344 880 6121

Contact XLN on **0344 880 7777 **for details on your remaining monthly data. Alternatively this can be checked via your handset network settings.

All XLN Mobile tariffs allow you to use your UK tariff in any EU country at no extra cost. Once you go outside your allowance, you will be charged your standard UK rate and you will continue to receive alerts for inclusive and out of bundle use.

Roam like home does not include:

  • Calls from the UK to non-roam like home international mobiles and landlines (e.g. a German landline)
  • Calls to non-geographic numbers, as well as premium and MMS services

XLN charge £4.50 per MB of data used in all destinations outside of the UK/EU. For full details on our international call rates please see our mobile price list here.

For security purposes XLN has disabled international roaming. Give us a call on 0344 880 7777 to have this lifted.

Yes, you can upgrade or downgrade your plan whenever you want by calling 0344 880 7777. We simply require 30 days’ notice to change your plan.

XLN’s bill cap gives you total control over your monthly spend and ensures you’re never shocked by a bill. It guarantees that you will never pay anything more than your monthly tariff.

To give you complete flexibility we have split our total bill cap across two limits:

  • Limit 1 – UK/EU data
  • Limit 2 – Rest of the World Data, International Calling, Non-geographic calls, MMS and premium services

You may apply individual caps to each limit within £10 increments from £0.00 to £250.00. We will notify you once 80% and 100% of each cap is reached and will automatically suspend services once you hit your limit.

Bill limits automatically reset every bill cycle. Alternatively you can contact our team on 0344 880 7777 to upgrade your data tariff or amend your limits.

All of XLN’s mobile tariffs include unlimited minutes to UK landlines (01, 02, 03) and UK mobiles, excluding Lyca and Lebara.

Out of bundle data is charged at 8p per MB.

For full details please see our mobile price list here.

Debit and credit card payments are processed on the day we receive them, while Giro payments can take up to five working days to get through.

If you're paying by cheque, please write your account number clearly on the back of the cheque and allow five working days for it to reach us.

You can make giro payments at any high street bank, but we strongly recommend that you use a Lloyds Bank branch as this ensures that the payment is transferred without any issues.

In all circumstances, please make sure that you use Giro slips.

Please don't use a Post Office if you're paying by Giro as we have no formal agreement with the Post Office and the payment may not reach us.

Giro payments are not available for Energy.

We prefer payment by Direct Debit, but you can also pay by debit/credit card, cheque or Giro. If you pay by any means other than direct debit, you'll be charged an admin fee of £7.95 per month.

Energy invoices work a bit differently and require a Direct Debit payment, otherwise your charges will be higher. Giro isn't available for Energy.

As is the norm, XLN bills in advance for line rental. Your first invoice will include charges for part of the month during which your line was transferred to XLN as well as the next month.

We send invoices on a monthly basis rather than quarterly to make things easier for our customers to manage.

Calls that cost more than 50p are itemised by default on your invoice. If you'd prefer full itemisation then please contact us to find out how.

  • Call 0808 168 6398 to activate your SIM (you will need your XLN account number and new mobile number)
  • Remove your SIM from the credit card style card
  • Ensure you select the correct SIM card size (Standard, Micro or Nano)
  • Turn off your phone and insert your new XLN SIM card
  • Your SIM should be activated within 2 hours. You will also receive your internet settings by text message
  • If you have not received your internet settings, or are having problems making calls after 2 hours, then please contact a member of our trained support team on 0344 880 7777.

Please note, for security purposes, your SIM can only be activated within the UK.

If you want to switch to XLN from a provider that you're in contract with, you may have to pay a cancellation fee to that provider before you do.

Who should I contact concerning any service issues?If you have any service issues before you switch to XLN, you should contact your existing broadband or phone provider up until the transfer date. After that, you should contact our customer support team to help resolve any faults or problems you might be having with your service.

Once you've switched to XLN, we'll send you an invoice shortly after the transfer has taken place. Your previous broadband or telephone supplier will also send you a final bill.

No. Unless otherwise agreed, we carry out a like-for-like transfer.

Once you've switched to XLN, we'll send you an invoice shortly after the transfer has taken place. Your previous broadband or telephone supplier will also send you a final bill.

Transferring your existing phone line to XLN is seemless. It takes 10 working days and on the final day, service with your old supplier stops and XLN take over. There's no down time. Your old supplier should then send you a final bill.

In these extraordinary and challenging times as the world navigates and responds to the outbreak of COVID-19 (Coronavirus), we can assure you that you can continue to rely on the essential services provided by XLN to keep your business powered, connected, and up and running.

The government has announced a range of measures to help businesses weather the storm. These measures are unprecedented in scale, available to everyone, and aimed at ensuring no business goes bankrupt because of this crisis. All details of the support available can be accessed here.

We’ve also added an article that we will regularly update, which explains exactly how some of the key relief measures will work. It will also include updates to our own services as and when anything changes. You can access that article here.

Getting in touch

We have amazing teams throughout XLN that are here for you and remain committed to resolving any issues or queries you may have both quickly and efficiently. Our phone lines are live, and our service teams are all connected remotely – doing everything they can to support you.

However, we ask for your patience because they are currently dealing with extraordinarily high call volumes.

Our promise

Small businesses are the heartbeat of our high streets and the heroes of our economy. We will always do everything possible to deliver you the world class service you deserve. We promise to always respond to you without delay. And if anything's broken, we promise to fix it fast. Our team remains dedicated to keeping you up and running.

You make our lives better every day by baking our bread, cutting our hair, fixing our cars, pouring our pints and so much more. We think it's only right that we do our bit too. So, whatever we can do to ensure the continued smoothness of your services, we are committed to doing.

We will continue to deliver the highest quality of service without compromise in support of Britain's vibrant, independent businesses.

Thank you for your continued loyalty and support.

If possible the engineer will use any existing sockets and cables that are available.

The engineer can only install the socket within 3m of the point where the line enters the premises.

There may be a charge to install a socket elsewhere.

Appointments can be cancelled up to 48 working hours before the date/time of the appointment.

Unfortunately appointments cannot be cancelled after this point.

Yes a representative (over 18 years old) will need to be present for the full duration of the time slot you are given.

Openreach charge £99 for any missed appointments so it is really important to be at the premises for the full duration of the time slot.

We can request that the engineer tries to call but unfortunately we can't guarantee the engineer will be able to do this.

Appointments can be amended up to 48 working hours before the date/time of the appointment.

You can easily request your switching code via SMS. To request a PAC text PAC to 65075. For STACs, text STAC to 75075.

Alternatively call 0344 880 7777 or email the team at service@telecom-service.co.uk. You can also request codes via your online My Account here.

To get your PAC/STAC code, you'll simply need to phone your existing provider. For more info on getting a PAC code from each of the major mobile providers:

EE

O2

Vodafone

Three

Your PAC/STAC code is valid for 30 days – if you haven't presented it to your new provider in 30 days you will have to request a new one. However, we can't transfer numbers on weekends or bank holidays so try to use your code within 26 days. If you don't use your PAC code your service will continue with your old provider and you will continue to be charged.

The cost of switching is calculated on a pro-rata basis, and the cost of switching changes with each day of your contract. Your final charge comprises out-of-bundle charges that have been accrued since your last bill. Therefore, your final bill is based on the day you request a transfer – and if you don't use your PAC or STAC code on that same day, your final bill could increase.

You can request switching information separately to requesting your PAC/STAC code, which will help to explain this in greater detail.

If you submit your request before 5pm on a working day, your number should be transferred the next working day. Requests made after 5pm or on a weekend or bank holiday will be completed within 2 working days.

PAC code stands for Posting Authorisation Code. You need to give your new provider a PAC code in order to transfer your old number to a new provider.

STAC code stands for Switching Termination Authorisation Code. If you wish to switch providers without porting your number, this is the type of code you need.

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment.

No problem, we ideally need one months' notice to move your line(s). It depends how far you're going as to whether you can keep the same number. A simple check can show us instantly if you're moving outside the existing exchange area. Please give us a call. If you can't keep your number this will unfortunately be the case with every provider, but we do have some options for you that will help you transition to a new number with ease.

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