Our FAQs page houses answers to the most common questions about our products and services. We’ve compiled this list to provide quick and straightforward solutions to your enquiries, helping you save time and get the information you need effortlessly.

Whether you’re curious about how to use our tools, need guidance on specific features, or have questions about billing and support, our FAQs cover a wide range of topics to assist you. If you don’t find the answer you’re looking for, please don’t hesitate to contact our customer support team for further assistance.

General FAQs

Locked and incompatible handsets

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.

How to clean your XLN Pay terminal

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
  8. Happy cleaning!
What if I have a blank screen or loss of power on my terminal

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:

  • XLN Business Services
  • 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.

What do I do if I have a terminal fault

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

Terminal displays “Acquirer Disabled”

Please call XLN on 0344 880 6121.

How do I complete my end of day banking procedure?

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.

All of my transactions are declining or failing, what can I do?

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.
For further assistance, please call Pay on 0344 880 6121, available 09:00-17:00.

Why are there restrictions on certain websites?

By default XLN has applied an adult content filter to all SIMs. Our customer service team can lift this for you.

How can I ensure I get the best out of my Wi-Fi and broadband connection?

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



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


Can I add international calls?

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

What is Auto-attendant?

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.

What are Hunt Groups?

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.

How does Call Recording work?

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.

What if I move address during my contract term?

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.

Are there any cancellation fees for Cloud Voice?

If you cancel your Cloud Voice contract before it has ended, the following fees will be applicable:

  • 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
How long does Cloud Voice take to install?

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 up to 12 working days.

What happens if I lose my Cloud Voice internet service?

Cloud Voice Handsets are dependent on a working internet service.

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.

Can I use Cloud Voice with a third-party internet 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.

Can I move any of my existing numbers to Cloud Voice?

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.

Are there any minimum line speed requirements for Cloud Voice?

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.

Do I need a dedicated broadband line for my Cloud Voice service?

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.

Can I move my Cloud Voice handset? I am remote working and have a Cloud Voice service, what are my options?

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

How do I opt out of or deactivate XLN Wi-Fi?

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.

Do XLN block any content?

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.

Can my device be hacked or get a virus from using a wireless 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.

Will all wireless devices work with the XLN Wi-Fi network?

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.

Should I turn off my XLN wireless router when my business is closed?

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

What can I do once I’m connected to the XLN Wi-Fi network?

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.

Can I connect to XLN Wi-Fi elsewhere?

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.

Can the users of the XLN Wi-Fi service see what I am doing on the internet?

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

What happens if someone accesses an illegal website?

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.

Will XLN Wi-Fi slow down my connection?

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.

Can I use my own router with XLN Wi-Fi?

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.

Where should I put my router?

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.

How is XLN Wi-Fi activated?

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 SSIDs

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 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.

What is XLN Wi-Fi?

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.

What network features does XLN offer?

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.

Changing my bank details

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.

Upgrading my terminal

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.

I want to make an amendment to my terminal

If you wish to add Cashback, Amex, amend till receipt header, change your address etc., please call us on 0344 880 6121

When does my contract end?

You can check this by going to your My Account portal, under Communications.

Unknown charge on my billI

If there is an unfamiliar charge on your invoice and you are not sure what it is for, please check our Price List for guidance on what this may relate to.

You can view a breakdown of your invoice on My Account.

My business is closing

If your business is closing, the first thing you need to do is check your contract status. You can do this by going to the Communications tab on My Account.

If you are still in contract, we would require proof of business closure to proceed. This can be: Tax Status Change, HMRC Stopping Self Employment response email or letter, evidence from Companies House that the business has been closed or evidence of liquidation.

If you are out of contract, please contact our Tenancy team via 0808 178 2234 (Monday – Friday 08:30-17:30 excluding bank holidays) in order for us to confirm details.

I’m thinking of leaving XLN

Moving your service or terminating it altogether may seem like the right thing to do to reduce your bills, but before you make a decision it’s important to check that the decision to leave will have the desired outcome.

At XLN, we want you to make sure that such any such decisions are carefully considered. That’s why it’s important to speak to us before moving or terminating your services, as there may be a notice period or early termination fees applied.

Please check your contract status by visiting the Communications tab on the My Account portal. If you are still in contract, an Early Termination Fee may apply.

Our in contract cancellation fees are (all ex. VAT):

• Line: £299.00
• ADSL Broadband: £99.00
• Fibre Broadband: £199.00
• 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

Please contact our Tenancy team using the relevant number below. Our lines are open 08:30-17:30 Monday-Friday excluding bank holidays.

• Card terminal cancellations – 0344 880 6121                                                                                                              • Other services cancellations – 0344 880 9000                                                                                                          • Transferring suppliers – 0808 178 9920


I have a card terminal charge query

If you query relates to an XLN charge, please contact our Card Terminal Team on 0344 880 6121 Monday – Friday, 08:30-17:30.

If your query relates to a merchant services charge:

• Elavon – Please contact the Elavon Helpdesk on 0345 850 0195 and select option 2 from the menu.

• First Data – Please contact the First Data Helpdesk on 0345 606 5055 and select option 3 on the menu.

My card terminal has a fault

We’re sorry to hear you’re experiencing issues with your card terminal. Please call the relevant helpdesk below for assistance.

• Elavon Helpdesk – 0345 600 1401

• Castles/Spire Helpdesk – 0800 008 7283

• Verifone Helpdesk – 0333 323 6505

• Ingenico Helpdesk – 0800 008 7285

My bill is too high

We understand how important it is to receive competitive pricing for the services you require. We would like to assist you in finding a solution.

We recommend checking your contract status first by logging into your account at My Account and checking the Communications tab. If you find that you are within 6 weeks of the end of your contract or completely out of contract, we may be able to offer you a new price that better fits your budget.

However, if you are currently under contract, we apologize as we will not be able to modify the cost of your services. Our team is committed to providing the best possible prices to our loyal customers. May we suggest considering one of our additional services or packages to enhance your experience with us?

We appreciate your understanding and loyalty. Please do not hesitate to reach out to us with any other questions or concerns. We are here to help.

Invoicing and Payments
How do I keep track of my monthly usage?

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

Do I get charged for using my SIM abroad?

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/EU3. For full details on our international call rates please see our mobile price list here.

For security purposes XLN has disabled international roaming. Speak to our customer service team to have this removed.

Can I change my plan?

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.

What if my allowances run out before my plan renews?

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 to upgrade your data tariff or amend your limits. The team can be reached via Live Chat or by calling 0344 880 7777.

What is included in my mobile plan?

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.


If you need to pay an invoice, we prefer payment by Direct Debit, but you can also pay by debit/credit card. If you pay by any means other than direct debit, you’ll be charged an admin fee of £7.95 per month.

If you would like to set up a Direct Debit, you would need to contact us directly on 0344 880 9000, selecting option 2. Alternatively you can set up your Direct Debit online via your MyAccount portal.

If you have previously cancelled your Direct Debit and would like to reinstate it, you will first need to call us to clear any outstanding balance.

Debit and credit card payments are processed on the day we receive them.

If you need to change your Direct Debit details, please log in to your My Account portal. 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.

Why is my first invoice for more than one month?

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.

How often does XLN send invoices?

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

Are invoices itemised?

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.

How do I download my invoice?

You can download a copy of your invoice by logging in to your My Account portal.

Why am I being billed by Daisy Communications?

As an XLN customer, you may have noticed a change when your payment has been taken.

Daisy Communications has recently acquired XLN Telecom. However, your services and contracts will remain with XLN. The only change in this transition is that you will now notice Daisy Communications on your bank statement or Direct Debit.

If you have any concerns or inquiries, we kindly ask that you continue to direct them to us at XLN as the customer support staff at Daisy do not have access to XLN’s systems and will not be able to assist you.

Joining XLN
How do I activate my SIM?

• Contact us on our live chat facility, we are available 9am-4:30pm.
• 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.

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

What happens if I am already in contract with another telecom provider?

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.

XLN will look to cover up to £100 of your cancellation fees.

Who should I contact regarding any service issues?

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 through Live Chat or on 0344 880 9000 or 0344 880 7777 to help resolve any faults or problems you might be having with your service.

When will I receive my first bill?

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.

Will there be any interruption or change to my service while transferring?

There will be minimal interruption of your service. Unless otherwise agreed, we carry out a like-for-like transfer.

When will my services go live?

Please refer to the text message you will have received from XLN confirming your live date and appointment time.

What happens when I sign up to switch to XLN?

Transferring your existing phone line to XLN is seamless. 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.

Engineer Visits
Will the engineer need to install a new socket if there is already one in the building?

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

Can I choose where the socket is installed?

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.

Can I cancel the appointment?

At XLN, we understand that timing is important and sometimes appointments have to be cancelled. We are happy to allow appointment cancellations up to 48 working hours before the date and time of the appointment.
Unfortunately appointments cannot be cancelled after this point. If you need to cancel a scheduled appointment, please contact us as soon as possible so we can provide assistance.

If you are expecting an engineer for an install, please contact our Provisioning team on 0203 675 9948.


If you are expecting an engineer for a fault, please contact our Technical Support team on 0808 178 5200.

We apologise for any inconvenience and thank you for choosing XLN.

Do I need to be on site for the full time slot?

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

What happens if I miss the appointment?

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

Will the engineer call me before they arrive?

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

Can I change my engineer appointment?

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

What is Business Assurance?

If you subscribe to Business Assurance, you will not be charged the call out fee if the Openreach engineer deems the fault to be within your premises or with your equipment.

Please keep in mind that this does not cover the £99.00 missed appointment charge. Therefore, it is advisable to make sure that someone is available at the time of the appointment, to avoid any additional fees.

Without Business Assurance, a call-out charge is £192 Inc. VAT, and £144 Inc. VAT per hour thereafter. On weekends these increase to £318 Inc. VAT and £180 Inc. VAT thereafter.
Business Assurance is £5.15 excl. VAT for PSTN and £6.29 excl. VAT for a line including broadband. These charges are per number, so if you have multiple lines associated with your business, each line will be billed separately. To see if you have Business Assurance added, please check your latest invoice.

You can choose to opt-out of the Business Assurance service by contacting our Live Chat Customer Support team during operating hours (Monday – Friday, 9am – 4:30pm excluding bank holidays), however, if you choose to do so, any faults found within your own premises or equipment will not be covered. Business Assurance cannot be re-added once it has been removed.

Please note that this is a opt out service and not contractual or an insurance.

Mobile Switching
I'd like to leave XLN, how do I request my switching code?

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.

How do I transfer my old number to my XLN SIM?

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:

Is there a time limit for using a PAC/STAC code?

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.

Is there a charge for switching providers?

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.

How long does a number transfer take?

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.

What is a PAC/STAC code?

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.

What is PCI?

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.

Moving premises
What do I do if I am moving premises?

When it comes to moving your line(s), we ideally need one months’ notice. It depends on how far you’re moving as to whether you can keep the same number. However, a simple check can show us instantly if you’re moving outside the existing exchange area. If you can’t keep your number, then 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.

Moving to Cloud Voice                                                                                                                                                                Due to the PSTN switch off, we would require your services to move to Cloud Voice. Cloud Voice is an ideal solution for modern businesses, offering tools such as Advanced Call Quality, Borderless Working and Voicemail-to-Email. To find out more about Cloud Voice, please click here.

Time Frame
When moving our services to a new address, it can take up to 2-4 weeks. Therefore, it’s important to let us know as early as possible so we can begin the process. There is also an applicable cost of £48 excluding VAT.

Next Steps
We understand that moving your services is a thorough process and requires time and attention. If you would like to speak to us directly about the process, please give us a call on 0344 880 9000 or 0344 880 7777. Alternatively, you can chat to us online.

Support and Switching Information
Request your PAC/STAC code

You can easily request your switching code for your mobile number 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.

Is there a charge for switching providers?

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.

What is a PAC/STAC code?

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.

How do I transfer my number to XLN?

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:


Lost, damaged and stolen SIMs

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

Finding your mobile number

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.

What are the changes to 101 call charges?

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.

Who can I contact for support regarding my rates and payments?

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

Elavon – 0345 850 0195
First Data – 0345 606 5055

Who can I contact for support regarding my pay terminal?

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 long will it take to repair a fault?

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.

Who will repair my fault?

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.

Who should I contact if there is a fault on my line?

At XLN, we understand the importance of keeping your lines open and functioning. If you find that there is a fault on your line, we urge you to call us immediately at 0808 178 5200. Our technical support lines are open 24 hours a day, 7 days a week to answer your call and address the fault quickly. Alternatively you can contact us on Live Chat during the hours of 9:00-16:30 Monday to Friday, excluding bank holidays. Outside of these hours, you will be given the option to complete a ticket.

At certain times, we may need you to be on site when you call us. It’s important that you are at the premises you are calling for when you reach out to us. Doing this can help our team quickly troubleshoot and address your issue.

What Should I Do If I Can't Be at the premises?

If you are unable to be on site, you can try and arrange for someone else to be there in your place. They can speak to us on your behalf and give us the information and information we need to proceed with the issue. However, we may need to confirm your identity or presence when we do this.

Does XLN offer any additional maintenance packages?

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:

• Care Level 1 – Fault fixed within three working days; free
• Care Level 2 – Fault fixed within 48 hours; £1.72 per month per line
• Care Level 3 – Fault fixed within 24 hours; £5.15 per month per line
• Care Level 4 – Fault fixed within 6 hours; £7.95 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

My Account password reset

If you need to reset your password for My Account , please click here.

COVID-19 Help
Managing during COVID-19 measures

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.