xilo Ltd. Reviews 72

Good hosting service that I have used for over 8 years but recently had to upgrade to a dedicated server because of a demand for some ruby applications that needed to run constantly.

As anyone does, you look around but decided to stay where I was. The guys at Xilo kept things simple and moved all my data overnight and by the next morning everything was working perfectly. I had expected up to 48 hours of downtime for propagated messages but they did something to speed this process up and my monitoring didn't even detect any downtime.

I wouldn't trust anyone else with my sites. They're good, on the ball and always willing to help.

Warning 1

I had been a customer of Xilo’s since 2014 until around roughly two months ago. Initially, like some of the reviews here I was a very happy customer. I can’t fault Xilo’s product - it’s excellent and always has been. The reality of domains, servers and hosting is as a customer you will always need much more than just a great product. You need amazing people who are always there to authentically look after you and do a top job. Xilo don’t.

Please, please heed my warning not to engage with this Company: Xilo make it as difficult as possible for you to leave. I made a number of attempts to contact via email with direct points asking for assistance. Xilo never replied to a single email I sent - even with subjects including “Formal Complaint". There were even support tickets which they would not respond to, and on some tickets took weeks to respond.

Xilo made it as difficult as they possibly could by remaining silent, sometimes no one was even available on the telephone for days at a time.

You will also find regularly that when calling support you are advised to just “open a ticket” and that until you do they can't help. There is a real sense that Xilo won’t help you over the phone (and when you’ve got your own customers and rely on your hosting provider) this makes things really difficult and very stressful.

Xilo have actually made the four months I’ve was trying to leave quite tough in some regards, almost hell. I had spent hours and hours on many days dealing with the situation (and taking it into my own hands) because Xilo made things so tough. If there was a hosting regulator in the UK I would have lodged a formal complaint and I have also done so with ICAAN.

Warning 2

Xilo appear like a robust firm you would want to trust with your data, servers and domains. You will regularly be dealing with the same support people. Often you will deal with the sole Director of the business when calling the support or sales line. They will often quote the Company’s Terms & Conditions rather than genuinely trying to help. Their team doesn’t appear to be big - and this in itself it a large worry.

It’s not just me who has evidently stood up to this Company and worked hard to try and leave - see for yourself by Googling "Xilo Communications Complaint", some are on page 2 - they date back as far as 2006 with the same issues regarding trying to leave Xilo. Leaving Xilo was one of the most wonderful things I have ever done.

They will also probably reply to this review with lots of finger pointing and excuses rather than stepping up and apologising. A great waste because the product is good.

Got a few sites hosted which all work brilliantly well. Mainly wordpress which had problems with my old host and being very slow but those problems stopped on migration although xilo give some sort of boost which is good.

Reasonably priced and good support. Friendly staffers on the phone and the sound like they're in the uk which is also something I prefer.

reliable hosting and fast support. many sites with Xilo and will bring many more.

thank you, h sudip

The company doesn't provide 24/7, but their e-mail responses are very fast. Technical problem with my ssl certificate was resolved very quickly (within a day), therefore I would recommend their services to anyone, who needs ssl certificate

Have used Xilo since around 2010 and they have been faultless i would recommenced to all of my work colleagues, Servers are fast and the Ticket system is a great way of helping out of hours

A longer term customer since around 2009 and during that time have been provided with a reliable internet service.

BT have finally got around to bringing me the latest and greatest fibre service so naturally I decided to stay with what I knew. Upgrade was swift and router was sent promptly.

Gone from 16Mb to 78Mb for very little more a month. Chuffed and would recommend without hesitation.

Just waiting patiently for my line to start in my holiday cottage as can't cope with 3G as near dialup rates.

I went years where they were unable to remedy my poor line even though BT engineers supposedly fixed it. But ADSL service around here is poor, in truth. But the worst thing, I found it a bitter pill to swallow once I received the cancellation fee. I felt cheated by the fact that XILO were unable to offer a competitive fibre deal resulting in 'them' charging 'me' so I could find the most competitive deal. And THEN they immediately start sending DEMAND after DEMAND for the cancellation fee. After years of loyal service I really felt let down. Would I go back? Not after the cancellation process. None too happy.

Been with Xilo now for a few years, only ever had one problem with speed related issue, this was fixed immediately after a phone call (straight through to a human). Who had excellent technical ability.
Upgraded to a faster speed, appears to be constant. May be a little more expensive than some of the competitors, but well worth it for the stress free service.
Looking to up grader to fibre now.
I keep getting calls from BT trying to entice me to swap, after reading Trustpilot reviews - no chance.

Very technical this lot, active on various broadband forums, and they seem to care a great deal about 'power users'.

I'd recommend the speed and price of their Pro16 service (Now Be wholesale I think). No throttling, nice stats package online too.

Only criticisms would be that customer service seems to be secondary to the tech, I've had no response to one email and sometimes the phone support is just a bit 'short'.

On the plus side the customer support staff are based in the UK (yay) and are mostly very friendly.

Also, would be good if one could open an account on the phone, as trying to set it up using the website forms, on a tethered iphone took ages and didn't work in the end, had to go to an internet cafe.

Would be nice too if costs were reduced when moving house, as paying to cancel the service, then paying to begin a new contract isn't too financially or emotionally appealing.

Saying that, the reliability and speed of service made me return.

XILO are a top company. I've used them for broadband and hosting, and they excel in both. Many of my support tickets have been answered in minutes.