uno Reviews

Updated Review 8/2/13 -
I have been with Xilo for around three years now. I left Fast.co.uk purely on a price issue, as their service was very good, but felt that they were too expensive. I have been relatively trouble free for most of those years. When I have suffered slow downs (about 5 times in total), after carrying out BT's obligatory speed tests they have addressed each issue. Speed is as predicated by BT estimation (but as mentioned has fluctuated down on rare occurrences), so I can't complain there and the price is also reasonable seeing as they do not slow you down and their 'fair-usage' policy is so high that you would have to be a serious downloader to reach that.
I did have a potential problem with them which involved a break down of communication in the usage email alert system. They contacted me directly and accepted that though the fault did not lie with them, neither did it lie with me. They went to pains to ensure that I was happy, and this has raised my opinion of them considerably.
In short - the service is good, downtimes are rare, they are affordable with a good fair usage policy, and on the one incident where I could have had a real issue with them, they contacted me directly and went to pains to ensure that my issue was resolved. This last fact above all else is why they top the ISPreview ranking I would imagine.

I moved over to Xilo from BT a couple of months ago. In that time I have been extremely impressed. With BT I had download speeds of 6 meg at best which dwindled to a paltry 2 meg as time went on. Repeated calls to their service line achieved nothing. Xilo is a completely different story. I now get a rock solid 15.5 meg speed,with a sync speed of 18! I am on the 16 pro home package. The one solitary problem I had (which was caused by the BT engineer during the migration process) was solved by Xilo tech support speedily and efficiently. All in all I can't fault these guys.

I finally lost patience with Talk Talk after a month of broadband speeds ranging from 0.5Mbps and 2Mbps and the most spectacularly useless experience with their customer 'support', involving a overseas call centre operative who paused for 15 seconds before responding to what I said, and was audibly being told what to say by a colleague in the background!

I saw the great reviews of XILO on this site, and called them. Spoke to a friendly, well informed chap about what might be causing the slow speeds and how XILO would help me if the problem continued. He didn't guarantee that simply switching to XILO would sort it, but made me feel that if the problem continued, I would at least have a helpful human being on my side.

I switched to XILO last night and did a speedtest before and after.

Before: 0.78Mbps
After: 7.2Mbps

And I'm paying them less than I was Talk Talk

Faster broadband, better service, cheaper

XILO 3 - 0 Talk Talk

I've been Xilo for a little over a year so far. In my last property they provided me with excellent customer service, and of course a steady, good quality internet connection.

When moving house Matt and his team not only organised everything for me, but kept in constant contact letting me know anything of importance and promptly requested any additional information or action they required for me.

As pointed out in a number of other reviews their service is not the cheapest. However, I can say that you do get what you pay for, far above what you would expect from the higher profile ISPs in the UK. I genuinely cannot recommend this ISP enough.

After years of being a BT, Sky, TalkTalk customer I finally found my senses and decided that the biggest ISP's who offer the most attractive are from the best. So I decided that after months of frustration with Sky to try XILO based on a superb recommendation from a friend. The whole process of changing suppliers was handled by XILO perfectly and I was up and running on the date as advised.

In terms of value of for money they may be a little more expensive versus BT/Sky's free bundled offers, but you really do pay for what you get. In my home of six people, everyone is a heavy net user and therefore the unlimited Pro package I am on it better value than most things out there.

I have had a couple of technical issues that have needed a ticket logged with XILO. Now I will say this in response to some of the negative reviews I have read in regards to the ticketing system XILO use. I would rather log a ticket and have it responded to in a comprehensive manner within hours, than spend time on the phone ringing an 0844 number to BT or Sky and being told by someone reading a script that I need to tell them how many lights are flashing on my router and that maybe the problem can be resolved by turning it on and off, before themselves logging a ticket to which I need to wait days for a reply. Let me say that having worked for a number of years in Service and Support, and having experienced the likes of BT and Sky call centres, the system employed by XILO is one of the best I have come across in terms of the overall support offered, the level of knowledge and the concise responses are amazing. This coupled with an very useful dashboard when you log into your account gives you all the information you need and the tools to effectively monitor you usage amongst other things.

If Sky offered to come round clean the car once a week and do my grocery shopping for me and offered free broadband I would never go back.

XILO are number one for a reason and I am for one am glad I joined. Not all ISP's are same and that's because of XILO.

I have edited this scathing review, because it appears there were some genuine mistakes made by Xilo that have been rectified immediately. Matt has been fantastic in resolving it all.

It would be nice to be able to discuss problems on the phone rather than always having to submit a ticket.

Xilo do listen to feedback and try to resolve issues when they arise on this forum.

Pulled this review...

This was a scathing review before Matt stepped in an did the most amazing job of sorting out my problems I could have wished for.

Well done.

A wee note - they pay serious attention to this forum and it doesn't half get things sorted out.

All contact with these guys has been without stress, they respond quickly, are extremely helpful and patient with my 'stupid' just wanted to confirm questions. Definitely a nice honesty which is almost lost these days within big companies with drones of untrained staff.

Now that everything is up and running, wow, its fast! I recommend FTTC!

XILO account pages are good with loads of useful information about your connection / usage etc.

Had trouble connecting once the BT engineer had been, all it took was one phone call and their friendly, knowledgeable staff sorted me out.

Obviously I've just switched (from Orange) but I'm pretty sure I'll have no problems here. Not as cheap as say BT but with internet you get what you pay for.

Could not recommend them more!

I've only been with Uno/XILO for a few months, but so far I am incredibly impressed. After having dealt with NTL, BT, Sky, Orange and some of the other 'big' ISPs over the years, I can't begin to describe how refreshing it is to have an ISP where I truly trust that they know what they're talking about.

Xilo have been successful in resolving several issues with my broadband where Sky had no idea what to do, despite hours and hours of phone calls to their so called 'tech support'. Xilo, on the other hand were able to help resolve the issue with the first person I spoke to. My download speed was 0.9MB on leaving Orange and is now 7MB (maximum line speed)under XILO.

Their customer service has been top notch and I would recommend them wholeheartedly on this alone.

Technically - their staff are very competent and do not patronise you by insisting you run through set scripts. They understand that as somebody with a technical background, I'm capable of performing the tests they need done without them holding my hand - this is also incredibly refreshing.

In terms of the product, it's a bit more expensive than some of the mainstream offerings - but you really do get your moneys worth. Traffic is not shaped or throttled, ports are not blocked - their unmetered product actually means unmetered (and not just subject to a fair usage policy that's never clearly defined like some other ISPs). A static IP comes as standard. The extra few pounds a month is well spent in my opinion.

You are able to manage your account with their easy to use website, which allows online support ticketing, full usage stats, session histories and a bunch of other stuff. You can even manage interleaving through the website.

I have already recommended Xilo to several of my friends and colleagues - those who have migrated are also very happy with the service they've been given.

I should probably add that you will need to provide your own modem/router and there may be a connection fee - but you're also only tied in to a 1 month rolling contract so if you did need to change ISP again (I can't imagine why you would though) you're not stuck in a contract.

Xilo, please continue to be awesome.