If you have placed an order with XLN for a new broadband connection, we may need to send an engineer to your premises to install network infrastructure.

If possible the engineer will use any existing sockets and cables that are available in your premises. If a new socket needs to be installed, the engineer can only install the socket within 3m of the point where the line enters the premises. There may be a charge to install a socket elsewhere.

We will provide you with a time slot via text, either Morning (08:00-13:00) or Evening (13:00-18:00). The engineer will attend your premises at some point between these times. A representative (over 18 years old) will need to be present for the full duration of the time slot you are given.

We can request that the engineer tries to call you before they arrive, but unfortunately we can’t guarantee the engineer will be able to do this.

Appointments can be amended up to 48 working hours before the date/time of the appointment.

At XLN, we understand that timing is important and sometimes appointments have to be cancelled. We are happy to allow appointment cancellations up to 48 working hours before the date and time of the appointment. Unfortunately appointments cannot be cancelled after this point. If you need to cancel a scheduled appointment, please contact us as soon as possible so we can provide assistance.