uno Reviews

Definitely the best ISP I have ever had, and I came from the old BeThere before Sky bought them. Their network is excellent, and actually one reason I joined xilo is their speedtest always has a very fast ping. The network seems to be on the Daisy wholesale backbone, so you are getting business class service. Their unlimited off peak times are more generous than others for this reason - 8pm-8am. I am on fibre, and initailly had pings to the BBC of 7ms. Unfortunately, my own network router adjustments (on/off several times) seems to have kicked BT FTTC into a slower mode for now, although still about 13ms. Xilo are always very responsive over the web interface, typically in minutes or straight away - although I have not needed much help as there have been no real problems in 2 years. There was a BT network outage for a few hours a while back - and xilo gave me a significaant refund without my even expecting or asking for it. Basically your broadband is treated as business-critical, not like one of the unwashed masses to be throttled, censored and spied upon. It costs a little more, but it is well worth avoiding the risk of poor service and performance from the big ones. I have known customers be on the phone for hours to India and still not be resolved. My earlier concern about the smaller operators not being unlimited has proven unfounded, partly due to 8-8 being unlimited plus all weekend, but also 125Gb in daytime has been plenty for my large household. I'm usually way under but did go over it one month and they didn't make a fuss or even charge me. I don't see how it could be any better.

I've had a few problems with my line, (which i've deleted the list from this post, as it didn't reflect correctly, one side of the story ;/). Initially i felt Xilo were slow to answer my questions, however after my review Matt from support contacted me to go over any and all issues.

He explained all the issues i raised, and cleared up and misunderstandings. Which is exactly what i wanted, at the same time i should have been a little more clearer than i was when asking the questions in the tickets. What impressed me was the time he took to explain all the issues i raised, and the fact he asked how i can help them improve!!

Even though my line still has an issue that i'm working through with Xilo, the support has been great! Even though it's sounding more and more like a BT issue.

10 out of 10! Only reason i give the speed a 1 is because i don't know what my speeds are going to be, due to the above mentioned line issue :(

Moved to Xilo about 6 months ago following my then ISP selling out to another company who completely messed things up - there were many of us jumping ship at the time, you'll know who they are. The move was held up by the previous company making a mess of issuing a MAC code but XILO support jumped in and dealt with it without being asked and everything concluded perfectly.
Support responses are excellent, no scripted answers and response times measured in minutes during the working day.
My previously 'flaky' connection on a long rural line has settled down well with only two or three disconnects since I joined.
Having been through a number of ISPs since I started with F9 many years ago, I find that Xilo is a breath of fresh air and I would recommend them to anybody.

no faults i like when i ring them and an English bloke speaks to me i use 250 to 300 gig a month if i have had a problem its been my folt and soon sorted..every now and again bt ring me (ihave a bt line) and ask if they can interest me in changing to them i ask them about a fair usage policy .they say they have one but not divulge what it is and when i say i can use 300gig a month i am greeted by silence and then HOW MUCH HOW THE HELL DO YOU USE THAT MUCH easy the twines both have tablets and watch youtube all day the wife is Thai and watch Thai soaps on youtube all day then 2 older sons gaming and then me often 6 devices

I have also had excellent service with Xilo in the past.

But since being moved to the PRO service following BE's demise I've also suffered a degraded service.

It's ok when one user surfs the web, but when 2 people start or I try to download a podcast (podcasts!!) things grind to a halt. Actually I've failed to get a podcast to download 1st time for months.

It has got so bad that I decided to upgrade to fibre - but never mind, I'll still use XILO because of the excellent service.

I think that the excellent service ended sometime in 2013.

They are uncontactable during the day.

Sending an email *offering them more money* gets an auto-reply.

I think I'll take Calorgas' advice.

I wonder how long it will take to get my MAC code?

My review is about both my old service using the old 8mb service and my new one which is the fibre 80mb service. Rarely do I leave such comments but having been a customer for over 4 years now I feel these guys have earned it.

Previously with another smaller provider but the costs for data usage became such a problem that moving was only the possible solution. I started on a 50gb package and then slowly moved up to 200gb. During this time I had a reliable service with no contensions and could stream movies and use things like netflix without discernible affect.

BT and the local council under government funding upgraded my line to the latest technology and having waited for months with delays and excuses it went live about 5 weeks go. I ordered a 200gb package and had it installed a week later with a very pleasant engineer. Since that point, i’m getting the same great service just at much faster speeds.

When I have needed to contact support about any problems that i’ve created, they have been helpful, knowledgeable and efficient.

I do pay more than some of mass corporates out there but having been burnt before by BT, Bulldog and Sky, I know good service costs a little extra. Buy cheap, buy twice. My gold seal of approval.

The only one criticism I have is their website, it’s a bit clunky on my tablet. I hear they are changing this soon but I have marked down slightly for that, but it is in no way reflected on the broadband.

I was with PlusNet for about 5 years but could never achieve more than about 2-3 Mbps download which was a joke when watching HD YouTube's or BBC iPlayer :(
I now get 6.4 Mbps download and 0.9 up via ADSL2+ which considering I live in an isolated moorland area in Cornwall plus 2 miles from the exchange, I am more-than happy with Xilo.
Also, I have found their customer service / support to be 2nd to none.

moved from be to 02 years ago as cheap broadband was a nice idea and why not given that I was an 02 customer (was being the key here!!!!)

then I got shunted over to Sky, I was not a happy pickle. service with o2 was in steady decline with poor routing, dns issues and so but sky was a whole other level of uselessness. i was on sky for about 4 weeks and had to leave.

decided on uno/ilo and my god what a difference!

my latency is at an all time low, i don’t have any packet loss and my speeds have increased by 6mb when sky said the drop was not due to their change. remarkable.

i could not be happier at the service ive got since moving that im ditching british terriblecom and getting a phone rental to.

cannot recommend them enough, good support from a local team of bods. well done!

I was with Xilo for a number of years.

I changed to them because of their high commendation score, and at first they certainly were better than my previous ISP

We live in a village at the end of a long copper wire, so speeds are not fantastic.

With Xilo I consistently got around 1.5 - 2.00 Mb faster than the local average.

I ascribed this to a lack of traffic management or throttling, and decided that it was worth paying a premium to stick with Xilo.


The need to save money, however, finally drove us to a Plusnet phone & BB deal. I'd read all the bad PN reviews, and was braced for a disaster.

However, quite the opposite.

My PN speed is over 1.5 MB faster than the best speed ever achieved on Xilo.

The connection is more stable, and PN support is available 24/7 (unlike Xilo, who have adopted 9 - 5 business hours, and whose support has dwindled to a 'ticket' based service that get answered, 'eventually'...

I found that when they did answer (due to a problem caused by them) they were distinctly unhelpful, and dismissive. It was then that I decided to look seriously at a change of ISP.

Frankly, I wish I'd swapped years ago.

Xilo are living on past glories. They are not the same company that I originally signed up with - support has almost vanished, speeds are below par (at least, compared with the speed I get from PN) and they are extremely expensive - £18 monthly to Xilo, compared with £3.49 to PN for a faster more stable service!

Do the maths (as they say)

It was fear of a degraded service that tied me to Xilo - but, ironically, it was Xilo that was providing the degraded service, and PN have put them to shame.

Bottom line? - don't be afraid to leave Xilo, they once offered a premium service - now, it's greatly overpriced and substantially below par. In my honest opinion.




,

19/5/2014

Unfortunately I am updating this review due to the recent problems I have been having with Xilo.

On Thursday or Friday of last week (15/5/2014 or 16/5/2014) we lost connection to our broaband service.

Since then I have been in touch with them raising various tickets and getting a fault logged on our line.

The investigation is still on going.

They have told me it is a problem with their wholesale supplier (assume this is BT?).

Currently if it doesn't get reconnected this week I am going to have to take my business elsewhere.

I will keep this updated to show their progress.



20/5/2014


We are reconnected!

Turns out it was down to human error.....the

router reset to factory defaults.


Whoops!

Thanks for your help and support Xilo.

Will





XILO are the way forward. This is the way all ISP's should be run. They know what they are doing.

I made my order on Monday 17/12 around midday and was then live with my new provider on the morning of Thursday 20/12 ( I wasn't even up went it went live - received email at around 0600hrs). The transition was totally seamless, no messing around. Just entered the new details into the router and away it went.

Vastly improved speeds than with my previous ISP AOL (or TalkTalk), I was getting speeds of around 1Mbps at peak time (1800hrs) and now I receive between 6-8Mbps, the maximum I can achieve in my area (got the old copper wires to my house you see, live in the countryside of Berkshire so not likely to see fibre for some time I feel- please help XILO!!)

However not only the transfer of services was impeccable, the support was too. The support team was their every step of the way and answered all my queries quickly and efficiently. I really did badger them and asked all sort of silly questions but they didn't seem to mind (sorry guys was sort of testing you -but you were absolutely amazing- thank you!).

All in all, I can't see you going wrong with XILO! Obviously I only know what their basic ADSL service is like as I can't get anything better where I live, but from what I have read they are doing a very good job across all their broadband services.

My advice, give them a try! I am sure you will notice a vast improvement, and if not, you can always change to another provider as you’re on a rolling one month contract! HAPPY DAYS!

THANK YOU XILO TEAM FOR MAKING THIS THE MOST PLEASANT BROADBAND MIGRATION EVER!