Sales: 0800 085 3152 Service: 0344 880 7777

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for small business

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Joining XLN

If we can't transfer or port an existing phone line, we can install a new line for you instead. Because an engineer is required to install a new line, you'll need to pay an installation fee.

If you have digital or ISDN lines and your calls are routed through BT, you can still transfer your calls over to XLN. In this instance, line rental will remain with BT. If you need some help, please feel free to contact us. We don't support the transfer of ISDN lines unfortunately.

Transfering 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.

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.

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.

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.

Invoicing & Payments

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.

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

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 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
£5 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.

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.

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.

Moving Premises

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.

Services

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

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.

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.

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.

XLN Wi-Fi is a free 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.

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.

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.

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

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.

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.

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.

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

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.

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.

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

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.

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.

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.

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.

Troubleshooting

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

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.

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.

Please call XLN on 0344 880 6121

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

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.

Support

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

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:

  1. fault response within three working days; free
  2. fault response within 48 hours; £1.20
    per month per line
  3. fault response within 24 hours; £3.95
    per month per line
  4. 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.

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 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.

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.

Glossary

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.

Got a question not listed here? Get in touch using the details on the Contacts tab.

Download and keep PDF help guides

Watch our expert video guides

Money saving tips video

Money saving tips

Tips and tricks to save money on your essential business services

Choosing your perfect tariff video

Choosing your perfect tariff

Enjoy our top tips on choosing the perfect tariff for your small business.

Phone and broadband switching mythbuster

Any doubts over switching supplier? This video will put them to rest.

Technical Support

0808 178 5200 0800 652 4434 0344 880 6121 0808 178 5200

Customer Service

0344 880 7777 0344 880 6121 0844 880 9000 0344 880 7777 service@telecom-service.co.uk water@xln.co.uk

Sales

0800 085 3152 0800 652 0159 0808 178 2222
The small print
Phone Line

Subject to a 24 month contract term. At the end of the promotional period, the price reverts to the recommended retail price. This can be found in our Master Price List.

Savings value based on 24 month term and XLN’s current promotions, connection fees, and online security cost included (where applicable). Prices against nearest comparable product as per provider websites, excluding competitor promotions and correct at 11/07/2017.

Phone only: Comparison against online price of BT Value line rental with UK call package (where applicable) and new line installation.

Phone & Broadband: Comparison against online price of BT Unlimited Broadband & line rental with UK call package (where applicable), new line installation and PC security.

Phone & Fibre: Comparison against online price BT Infinity Unlimited, line rental with UK call package (where applicable), new line installation and PC security.

Broadband & Fibre

The speed achieved is subject to the quality of your line, distance between your property and the exchange and the ability of your local exchange.

Free wireless router. £9.99 charge for tracked delivery, configuration and packaging.

Pay

Free terminal rental for the first 3 months in addition to the contractual term. Available with 48 month contracts only.

Energy

The meter configuration at your business premises must be supported by us to enable us to quote.

You must provide us with a copy of your renewal quote from your existing supplier showing your renewal prices and estimated or actual annual consumption. We will use this information to provide you with a quote. We promise to beat the price of your first written renewal offer only.

The price we quote is only valid at the time it is quoted. Prices change daily.

Any savings we quote are for illustrative purposes only and will vary depending on the actual amount of electricity you consume during the period of the contract.

Information correct at time of going to press. Errors & omissions exempt. Speak to your XLN agent for our latest deals.