Lixxus (Closed)

Lixxus is no more, having gone bankrupt in late May 2010. Their interests were apparently acquired by CFL Live Data Ltd (not an ISP).

Search this site's forum section for an extensive thread containing useful information if you have been affected. Here is the link www.ispreview.co.uk/talk/showthread.php?t=30165

Oh, and do not jump to sign up with TalkTalk/Opal, who seem to have supplied some of Lixxus's lines via Tiscali (now a TalkTalk brand) They have been cold calling Lixxus customers in an attempt to persuade them to migrate to them, rather than obtain a MAC code. Instead, read the comments here and in the complaints forum before making your mind up.

The overall quality of the service they provide is high: the network speed is reasonable, the incidents of outage are very rare and, normally, promptly dealt with.

Nevertheless, the customer service is seriously lacking there. Since yesterday, I experience some seiousrious network disruptions. All my attempts to get in touch with them have failed so far: they simply don't pick up the phone. The website was down this morning but is up and running now. The Emails sent to them remain unanswered.

Unfortunately, this is not the first time something like that happens.

The persons who eventually answer the phone on the Lixxus side are normally out of their depth
and cannot even promptly locate the account details of the caller. I've contacted them several times advising them of the change of my Email address that resulted into me not receiving eieeiving any communication from them, including electronic bills.

Nevertheless, the new Email address is still not on their system. (For the record, the change of Email address hanneppennenned 3 years ago.)

Overall, a highly disappointing performance ofor the otherwise reliable and good provider.

Moved to Lixxus a couple of years ago, as my current provider was Metronet (ruined by Supanet).

I went for a 2mb unlimited business package. I have to say the product itself was excellent, with outages being a strange rarity. Customer service was amazing - on the brief occasions I had to ring up, I always spoke to the same guy, and more often than not, he gave extra advice than requested.

The reason I wanted unlimited speed and reliability was primarily because I'm disabled and often bed-ridden, so I shop online a lot.

All went fine until approx October 2008. I started getting the odd connection problem, which was annoying. The tip of the iceberg for me was when I had an outage in November.

One weekend I couldn't connect, so I had to wait until Monday to ring them. I immediately noticed that they'd taken on new staff.

The first operator was clueless. I was passed onto someone who evetually understood the problem, and duly placed a report to BT.

Then followed days of to-ing and fro-ing as whenever I rung up (never a ring back), I was treated to another miserable excuse relayed from BT: Your filter's knackered, your router needs rebooting, reinstall drivers, etc. Every time I had to explain to the Lixxus staff why the BT responses were rubbish - a fact they should have known.

In a nutshell I was out for 5 days. And inevitably, the problem was BTs end, which they rectified by sending a engineer out. The 5 days delay was just due to Lixxus' ineffectiveness to deal with the problem, and as I spoke to a few different members of staff, you can see the problem's pretty widespread.

A complaint to a manager proved equally fruitless. I was told a very pompous "we've got other customers to worry about, you know".

Now, as I was paying £30 a month - over the odds - for what I thought to be a reliable service, it was time for change.

A small footnote to this is that they still showed their incompetence in the changeover process.

In short, their product might still be OK, but paying over the odds for a poor customer service just isn't worth it. There are many, many others out there doing far better jobs.

I signed up to lixxus nearly a year ago as a friend recomended them to me, sign up was easy and installation was quick. I took on an uncapped 1mb connection and chose lixxis as i was in a rented property and wasnt sure how long i was staying, so didnt want to sign into any lengthy contract's that might cost me to get out of if i only stayed there 6 months. I moved out of the property last month and have taken the connection with me which was easy enough to transfer too and saved me any new connection fees. I dont really have any complaints about the service it has served me as a high end user and home web developer / designer brilliantly.

After a duff start (mainly due to BT and then my own stupidity which was quickly resolved by Lixxus support) I have had a problem free six months.



Initially I was on their straight 2Mb PAYGo service but found I used it more than I thought and was quickly moved to the ?13.99 a month package without charge or fuss.



Every contact with the company so far (local rate unlike my last 10ppm provider) has been efficient and I have been pleasently surprised and highly impressed.