xilo Ltd. Reviews 72

Test of time when things go wrong has been proven today. Took a while to get through (6 mins) which isn't terribly normal. Was greeted with an apology and the agent couldn't have been more helpful and resolved my issue within minutes. Sounds like they've had a hard day and certainly wouldn't want to be on the receiving end. Thanks to Steve for the help.

Been trying to resolve an issue for months now but get no response from the open tickets. I have added updates to the tickets asking for an update which gets deleted.
Tried phoning but lines constantly either engaged or a message saying they are too busy to take the call no matter what time of day it is.

I have unanswered support tickets to the billing team going back to July of this year. I have been invoiced in September for a service I asked to be cancelled in July.

Today their support line has been engaged ALL DAY - I have tried 3 times now.

I have been with Xilo for many years, but am afraid to say, the service is not what it was.

Update:
Following my original post I called support by phone this morning and they couldn’t have been more helpful. I still think it’s odd that I raise a ticket, as a secondary contact but with the full authority to submit tickets (as per their settings preferences) and it does not show when I view it on the site - however their telephone support was brilliant so I’m pleased to adjust my score and review.

Original review: Like the previous reviewer, I’ve been with Xilo for many years (since 2009). I’m disgusted that I raised a ticket, received an email confirmation but then found they’d just deleted it without any action, I followed this up with a further ticket querying what had happened (at this stage I was willing to believe it was a one off error) but surprise surprise they’ve just deleted this as well!! I’m really disappointed as I have multiple contracts with Xilo and this treatment is unbelievable. If Xilo read this my website given on the private box below- over to you….

Been a long time customer of Xilo, over 15 years in fact so it saddens me to write this review. Not sure what has happened but they literally will not respond to my support tickets and the phone line simply goes to a message that says they are too busy to accept my call.

They have no portal to change ISP tags directly on owned Domain names so you have to submit a support ticket... great ... except they are ignored for over 3 weeks, despite multiple attempts. I will certainly never ever buy another domain name from Xilo. And it does not give any confidence in them as a host when you are ignored.

I've been a customer with Xilo for more than 10 years and recently reached out to cancel my reseller hosting as I'm closing my company.

As the 30 days notice wasn't within my current billing period I was asked to pay the most recent invoice and was told that they would then cancel my hosting with the 30 days notice and credit the remainder of the invoice to my account after the 30 days period. I of course paid the invoice trusting that this would happen. Since then I haven't heard back a word from their billing team! It has now been more than 4 months since I asked to cancel. I've been trying to reach out to the billing team twice since then asking for a status, but just silence. Today when I wanted to check in on the ticket the most recent messages that I've written have been removed from the ticket so there's no record of the (one way) conversation either – only the first few messages are still there.

I'm extremely disappointed with how Xilo has been handling this cancellation process. I still have an account and never got the remainder of the invoice credited back as promised, when according to their terms they should have terminated my account 3 months ago.

Ive been with Xilo for about 10 years now and had epic service throughout and when ive done something wrong which is often, I can ring support and have it fixed quickly.

My site is only WordPress and not too technical but the backup options in my control panel have saved me countless times. Just a perfect service.

A long time customer of Xilo, over a decade. The time came where we needed to alter our infrastructure. We slowly reduced the number of servers rented, until we had been using a server purely for DNS for over 2 years, we decided we needed to shut it off as it didn't make financial sense. Throughout these processes we followed Xilo Ltd's terms and gave 30 days notice.

However, they failed to close off our remaining service and continued to take payment in contravention of their own terms.
We raised the issue on the date of renewal of service and after three weeks had not received a reply other than the initial 'they were looking into it'. After receiving a pro-rata invoice for the following month we had to take steps to avoid making multiple payments for a service we had requested to be shut off. Our card provider declined the next payment and submitted a chargeback - they told us they would ask Xilo to explain and if they got a response would come back to us instead of charging back. They clearly didn't respond to the bank and so got a chargeback.

Roughly a month after this my account has disappeared along with the domains I still had registered, which forced us to do a lot of leg work trying to mitigate the fall out.

During this time I have been trying to contact Xilo by phone, email (via domains/abuse addresses as no other email exists) and also domain authorities to try and piece together the mess that Xilo has left me with.

Xilo replied to requests made by the domain authorities that I have requested step in to solve issues, so I had to conclude they are in-fact purposely ignoring my support and call requests.

Throughout I have been perfectly civil in my requests (when I was able to log support tickets) and in emails and calls since.
We are all in business and sometimes things change, for us we needed to change up our structure.

As far as I can tell the support lines are staffed by a 3rd party answering service at busy times and thus they will ask you to submit a ticket rather than deal with the issue there and then. This works fine until your account is cut off and there is nothing to create a ticket against!

It is always better to maintain rather than destroy bridges wherever possible. I am open to resolving these issues still, but please get in touch.

EDIT: The day I posted this review I tried a last ditch attempt to contact Xilo and they did call me back. They have resolved my blocked account and provided reasons for it, including an automated shutdown of my account after the chargeback, which left staff confused as to the status given to my account leading to delays in it being restored as they are not used to seeing auto-blocked accounts.

Obviously this still meant I was forced to do the aforementioned leg work, I had to migrate every email customer I had, manually changing their DNS and device settings via support sessions and writing emails apologising to all of my clients for a problem I could not control...

The unnecessary automated block on my account has caused me reputational damage and so, despite Xilo having now solved my account access I cannot simply forget 3 months of chasing incorrect invoicing and 2 months being locked out from my own intellectual property with no one at the end of a phone.

I will add, for the time I had rented servers with Xilo I had few problems over a decade of service and I beleive they are open to learning from my experiences to alter protocols and have recently taken on more staff etc to improve communications.

I welcome Xilo's public response to these matters as to help clarify the position as I suspect I have not been the only one to suffer issues with contacting them over the last few months.

Used to be a great provider but now utterly useless. They have no direct contact numbers being answered (claim constantly staff shortage/Covid on the call automated message) - only way to contact their billing team is via helpdesk tickets which after a month are still 'in-progress' and not dealt with.

Despite emails over 2 months to their sales email address the issue I still haven't had a proper contact back from anyone.

Would not use under any circumstances now if you need to actually get in contact with people.

A few technical issues with a domain transferred which was solved in a few minutes.

I've been a customer for some time but wanted to give thanks as I know the team have been under immense pressure this week from a targetted Dos attack which is doing the rounds.

I look forward to many future years in working with you.

My host vanished overnight and had to find a quick replacement. Found Xilo who were local to me in the same town and took a punt.
Quick replies to my queries and help to restore my data and fix a stupid database issue all done with a helpful person on the phone and via e-mail.

I have recently moved my site over from a rather well known company on tv, opposite to gomummy or mommy if you want to be like our American cousins.

They carefully dealt with my migration and much to my surprise all my data moved without incident or hiccups.

Used their ticket email portal which is good and quick but also tested their phone support and found them friendly and refreshingly local.

Impressed and recommended.

Terrible, terrible, terrible.

The customer service level of this company is frustratingly poor. I held an account with them for roughly 8 years and often within that time I had issues getting in touch with them or getting replies but in the last 2 years it's become ridiculous. I have now moved nearly all of my domains away from them, which huge amounts of faffing, had a long standing issue where they were billing me incorrectly and it took months to resolve and now they are chasing me for a payment that was sent via cheque weeks ago yet they won't answer the phone, three days have passed with no reply on their ticket system - its just appalling.

Great service - answered my queries quickly and sufficiently

I have an reseller hosting account with Xilo, I have been a client of theirs since 2007 (13 years). I have always found their customer service crap so tried not to contact them and resolve things myself.

However, lately servers stop backup restorations etc so have had to contact them for help, took almost a week for them to fix backup restore.

I have now decided to cancel due to bad service, and worst customer service. Moving from them is turning into a nightmare, they do not give cpanel backups - have to do them manually. They have not released my domain yet, claiming its linked to hosting.

When it comes to anything difficult they turn into a nasty company with crap service. I also believe there is no point complaining as its a small company where the director himself probably replied to support tickets.

When I requested updates once I got this response "chasing them can just delay response and push our request to the back of the queue".

I do not recommend this company.

Xilo are a very good hosting company, I have used them several years ago, but have just rented server space from them for a new project, everything went smooth and Matt helped me set up my SSL certificate. Thanks Matt.

Lovely bunch and provide me a reliable cart for my online coin trading business. Nothing is ever too much trouble and they have fast support on they chat and website.

Can’t fault the service. Reliable and good value. Support is fantastic. Support tickets are answered quickly, often out of hours, even had replies in the early hours.

I love having Xilo as my web-host!

I've been with them since 2006, which is like a million years online! :-)

I gave them a testimonial back in 2010, which they use on their website. I'm still with them... and still recommend them!

Why? Because there are two things I look for in a hosting company...

1: They're there when you need them, which Xilo always are. I needed them this past week for a problem with my websites, and they helped me get it sorted out with exceptional support... knowledgeable and fast to respond

2: They're invisible when you don't need them (no unexpected downtime, no unscheduled updates, no server instability, no emails going missing etc, etc).

Xilo tick every box. I've been online for over 20 years, and I wouldn't recommend any other company more highly.

(They're also great value for money!)

I love working with the team at XIlo. My business uses a cloud server and hosted mail and have done so for many years. I wouldn't opt for anyone else as they're helpful and easy to work with with a useful control panel and fair monthly charges.