uno Reviews

Customer service like the way it should be.

For example, customer service replies that are practically immediate. Even when I message/ query after midnight. It is scary how good the customer service is.

I contacted UNO before we joined with some questions. The replies were so fast that it was like talking to someone. This was not just after office hours. This was late in to the night!

Our line speed dropped when we joined. I raised a ticket that night and had an email almost immediately, explaining what would happen. The next morning the line was back to normal. They even asked if I wanted help going thru the line in the house to see if we could squeeze the last few bytes out of it.

After 1am, we queried something on our invoice. We had an immediate reply explaining the invoice and clearing it all up.

The team at UNO have set a new bar for customer service.

tl;dr Great speed, best customer service.

I use Uno's services at two different properties and have recommended it to friends and family. I have been using Uno (and previously XILO) for almost 3 years and the level of service has been consistently excellent. I have complete confidence that they will do everything possible to maximise performance from their side. Tickets raised online are typically responded to on the same day, even outside of working hours.

At one property, speeds seemed a bit slow after activation: Matt from Uno was extremely responsive in helping to diagnose the problem, which turned out to be faulty wiring inside the house. A BT Openreach engineer was summoned for the next working day and fixed the problem. This high level of attention and service was exhibited any time there was any sort of problem or disruption.

The online support interface is great, and the prices very good value (and excellent value if you get line rental from Uno as well). I have been urging everyone I know to switch to Uno.

Moved to a 24mb Pro ADSL2+ LLU service on a monthly contract with Xilo recently.

Excellent package with a good allowance. My line is not perfect for ADSL2+ and needed a bit of "tweaking" which reduced throughout slightly but I now have a stable service ,higher speeds and a much smaller monthly outlay than my previous ISP , speed and pings are consistently good,my son who loves gaming is VERY pleased with the result.

Sales and support communication is excellent,speak to them office hours,mail and ticket other times,(Ticket response is good too) and a members forum is also available for help and advice. You also get a comprehensive control panel to manage settings and account.

Professional yet relaxed and friendly staff with a good range of products to suit most people.

All in all very pleased with the move to Xilo.

16/01/11 back to report that the broadband and service are still excellent, the shared LLU was a great choice and does not see lag or peak time speed issues.
I see a few reviews here with folk moaning about support hours ...... there is a 24/7 ticket system,if you use that and add your phone number the staff can call you, it ain't rocket science.

Now been with Xilo for just over a year and have to say the connection has been flawless, we had one break due to a road accident which broke a fibre cable , that was fixed by Open Reach in a couple of hours, the Xilo service has not let me down once, no lag,no peak time problems just a constant excellent throughput.

26/12/2015 I left Xilo for another ISP to gain a service that at the time Xilo couldn't provide.

Stuck in a 12 month contract I soon regretted moving away. The 5 star ratings and Which report accolades meant nothing, the product was b******* awful and service poor.

Now back with Uno on FTTC and the difference in my connection is amazing. Superb line quality and performance and customer service as it should be.

Have happily been a customer with Xilo for a number of years and have always been impressed at the great support that they deliver, by email, the website or by phone.

Decided to upgrade from ADSL and move across to uno with a new FTTC upgrade and am glad we did. We still get the great support and a new easy to use website for monitoring and tweaking the services.

The upgrade took just 20 minutes.

My speed went from 6Mb (ADSL/LLU) to 16Mb (FTTC). Whilst it may not appear to be much of an increase it has certainly been a lot better. We have a shoddy copper cable infrastructure from our road to the cabinet at the exchange here in Bognor. From what I can gather from the OpenReach engineer there are no plans to upgrade it at all sadly.

One extra little thing I would like to see from uno, is a "fibre and calls" package one day. Currently we are using another company for calls and they are certainly not the best. To have it all bundled up would be make things easier.

UPDATE

I have now transferred to Uno and obtained faster speeds and a larger usage allowance for a nominal increase in cost.

The switchover was painless and although there was initially a problem with the speed this was quickly resolved with great support and guidance from Matt and the team.

I have also switched both of our phone lines to Uno which are at a bargain price.

Keep up the good work Uno! It is a pleasure to be a customer.

FTTC arrived in our village and I decided to upgrade.

The help and assistance I have received from Xilo has been exemplary. I would particularly like to thank Matt for his help.

To avoid any loss of service I decided to go for installation of a new line. BT Openreach made a complete hash of this and took three visits to complete the matter before the FTTC could be installed. This is where Xilo, and Matt in particular, came into their own. They dealt with BT and got this problem resolved as soon as possible.

I would also mention that with my previous Xilo service I received a credit to my account when there was an extended downtime problem. Never come across that before and this again demonstrates the excellent service received.

In view of this excellent service I have also transferred my Domain name to Xilo.

One very happy customer. Keep up the good work Xilo!

24 Feb 2015

I was looking for a better all round deal for my phone and broadband. I found ISPreview and looked at the top 10 providers. Xilo looked a very good deal and at a very good price. The responses to my queries were prompt, informative and friendly.

I took the plunge.

There was a wait of a couple of weeks or so but the changeover happened on the appointed day, yesterday. I have already noticed an increase in both download and upload speeds. If this is maintained and the service is as good as everyone says I will be a very happy customer.

I'm updating my review as I'm now back with Uno Broadband (and soon phone) after a poor experience with the previous provider.

I ordered Fibre (Fibre + 80/20) and I have to say, I'm really impressed, BT engineer turned up and did his magic, the router supplied by Uno did it's job and synced at very high speeds.

There was some concern over speeds after a few days use but Matt and the support team stepped in when I posted it on a public forum even before I could raise a ticket and all this at 11pm Friday evening (I swear these guys never sleep) and we finally worked out what was going on, thankfully not congestion.

The previous provider also threatened to cut my phoneline off, I phoned Uno up who gave me some great advice and now my phone is moving over to them with no interuption.

Tickets answered quickly, rock solid broadband, great speeds, and out of this world support.

Yes you do pay more, and some may want the the "unlimited broadband for a £1 a month deal", and I have no issue with that, but I'd prefer to pay the extra knowing I can log on, it will work and if it doesn't the company has me covered and if it can't work what's going on, it will try everything to find out why.

Thanks Uno.

Moved from ADSL (Xilo) to Fibre (Uno) during October. The whole process was very easy and my one question was answered within 10 minutes of opening the ticket.

Instructions for connection day were clear and easy to follow and the connection was completed within an hour of the BT engineer completing the installation. Since then my connection speed has, according to speed tests, been a consistent 70Mbps+.

I cannot fault Uno (Xilo) and have been more than happy to recommend them to friends and family.

We have had broadband with Uno for several years and have been hugely impressed with the level of support we have had. We are a very very long way from the nearest cabinet and had had BT fail, on several occasions, to get us ADSL at all. Uno supplied a Technicolour router which proved to be more sensitive than the one we had - even though it was a good quality one. And we had ADSL. Wonderful.

So we have now moved our phone line and calls to Uno as well. There was a small delay as BT had not released the line but - as usual - the support from Uno was great - they sorted it out very rapidly. We also upgraded our broadband package with Uno.

Our ADSL has been rock solid since switching and we are getting improved speeds. Our speeds are still slow - but that is not Uno's fault :)

Services - rated 5 since we haven't tried them. - Edit - I have upped this to 10 as it affected the total rating adversely - and unfairly. Sure that their webspace and emails are just as good as the rest of the package.
Support - 10 - obviously :)
Speed - 10 - this is fast as we could expect from BT's soggy elastic at our distance from the cabinet
Value - although not the cheapest it is well worthwhile paying a little more for the superb support and definitely value for money

So thank you Uno ! You really are great !

Edit 9 Nov 2015 - Land line went down - required work on underground cable. Uno gave us rapid reponse and feedback throughout. It took BT 6 working days to get round to it but Uno were superb all the way through. Once again a very happy customer.

Joined Uno phone and standard ADSL a month ago, service activated on 19th October.

Service - Billing easy to understand, website easy to navigate, great tools on website, such as latency monitor, comprehensive status updates. I haven't had to use the online trouble ticket system yet, but it is a great idea, allowing you to keep track of open faults.

Support - Signed up online, ordered a Technicolour Router through Uno, more as a spare as I was going to use my previous router anyway. Router arrived quickly, login details emailed, everything in place well before changeover date. Changeover was smooth, previous service went down, put new password into router and I was running with Uno.

Speed - getting around 2mb faster download than previous provider, BT. Upload also twice as fast. Also latency around 20ms, BT was around 50ms. Connection is also much more stable all day. Doesn't slow down in the evenings. I can now stream in HD, Netflix, BBC iPlayer at the same time,loads up quickly, no buffering and also steam HD YouTube videos at the same time. In summary, a smooth reliable connection from day 1.

Value: I was paying just over £50 a month to get standard unmetered broadband off BT with line rental from them too. I am now paying just over £23 a month (including VAT) for line rental and standard unmetered broadband from Uno. Also have caller display added to line, which costs 60p a month through Uno. Line rental from Uno is actually £9.99 a month, BT now £17.99 a month. Basically, paying around £30 a month less now for a more reliable service.

I would highly recommend Uno Broadband. It's a smooth, reliable service and they inspire confidence, far more than many of the big ISPs.

In a nut shell they are the best ISP in the UK, with great value and more importantly some of the best customer care I have encountered.

I have used Xilo / Uno a couple of times now, more recently I signed up for their FTTC package with phone line.

I made some errors, not checking what my current ISP can and can't do, namely they don't supply a land line on its own, which caused some issues as uno had not put their land line package live at the time. The customer support at uno sorted everything I needed.

I have had issues with two of the big, well known ISPs now and it was the same with both. Long call waits. Long automated calling chains. Being bounced from department to department. Uno gave real customer support.

I actually had to cancel the installation as my wife and I decided we would like to get out of the rental market and get a mortgage. Very quickly we put an offer on a place and it was accepted. So I cancelled the installation as FTTC is a years contract. Big mess up on my end but again Matt at uno sorted me out with the best option quickly.

I look forward to getting the FTTC in my new house! :)