ISP Reviews by trfh

We have been using Xilo/Uno for so long that I couldn't remember how long it was - had to look it up. Xilo initially were excellent, both in price and support - they seem to have crashed now they are Uno.

Reason for leaving - I cancelled a hosting service paid annually, and as I didn't apparently give the notice (which I couldn't find in any contract document I had) they refused so I paid for an extra year's service which I had no need of, and no use for. I put in a ticket about it - its still outstanding now some 9 months later, and they have never answered it.

Just recently my email simply stopped. All emails on all email addresses - "no connection to server" error. When I raised a ticket with them, they said "Oh, you need a secure connection, and we sent an email to you about it 2 months ago". I looked for that email - absolutely no sign of it anywhere (not in the junk either). Easily fixed, but extremely poor support service.

Now we are moving to Zen Internet, Uno are demanding a "Cease fee" of £32. For what? Apparently it "was in the contract". The contract we agreed to was with Xilo - but Uno took over Xilo and failed to tell us that conditions had altered. We "agreed by default" apparently. All extremely poor - and I am just so glad to be able to say "good riddance" to Uno. This is not the sort of company I ever want to be doing business with.

I signed up with Firefly quite a few years ago - it was a breath of fresh air after the people I was with previously. I am now in the process of leaving them. Why?

I have had a long term ADSL dropping problem, which I reported to their support people more than 6 months ago. At that time it occurred maybe once or twice a week, and I went through all the usual diagnostics - reset the router, check the config, try another router (which of course I had to buy for the purpose). I even queried whether Windows 7 could be the problem, since it showed up as a "connected but no internet access" problem, for which one temporary fix was resetting the router.

Firefly support made it clear this was my problem ("must be a duff router") and they could do nothing more to sort it. So I gave up and put up with it.

Recently the line has been dropping several times in one hour - then it will be fine for several hours on end. Response from their SMTP server is decidedly dodgy too - sometimes it works straight away - sometimes it takes 7 attempts to send a mail. I decided it was time for the ultimate fix - change ISP. I couldn't be bothered to have another go with their support.

And now I want out - they have taken the huff. I have requested a MAC code - but they tell me I won't get it until 1st May, which is way beyond the Ofcom 5 day limit.

I think I have given them fair ratings, which look beyond the immediate problem I have with them. But the question is why bother with an "also ran"? If you are looking for something better than TalkTalk, there are so many highly rated ISPs out there with similar or better pricing - that you don't need to mess about with people like Firefly.