FAQs

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Business Broadband

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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