At XLN, we understand the importance of keeping your broadband up and running. If you find that there is a fault, we urge you to contact us immediately via Live Chat, using the keyword Fault. Our Live Chat team are available 09:00-16:30, Monday to Friday excluding public holidays.

Alternatively, you can call us at 0808 178 5200. Our technical support lines are open 24 hours a day, 7 days a week to answer your call and address the fault quickly.

At certain times, we may need you to be on site when you contact us. Doing this can help our team quickly troubleshoot and address your issue.

If you are unable to be on site, you can try and arrange for someone else to be there in your place. They can speak to us on your behalf and give us the information and information we need to proceed with the issue. However, we may need to confirm your identity or presence when we do this.

If we are unable to get you back online, we may need to send out an engineer.

We run our service on the BT Openreach network, which means that if you have a fault with your service, an Openreach engineer will repair it.

How quickly a fault is repaired depends on a number of different things. XLN’s service uses the BT Openreach network, which means that any faults with your line will be seen to by an Openreach engineer. How soon they address the fault depends on availability in your area as well as the complexity or location of the problem. If an appointment is needed we’ll always try to book the earliest possible slot for you, but please bear in mind that it may take a few days for an engineer to become available.

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.

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