Xinix Reviews

Name: Xinix
Rating: 4.94

4.9 Rating 517 Reviews

99 %

of reviewers recommend Xinix

Company Reviews

Metrics

Info

4.9

Based on 517 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Visit Website

Phone:

03333 055 888

Email:

sales@xinix.co.uk

Location:

4, Thames Road, Barking
IG11 0HZ

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Failed to port my existing number and asked for£20.00 to try again. OFCOM states it is a legal requirement. Using their services I was able to raise a complaint which they investigated. My internet provider, Plusnet, had difficulty contacting BTOpenreach who came across as indifferent. What I was doing was what I had expected Xinix to do as my porting representative. I spent a lot of time pursuing this and eventually contacted my MP. My number has now finally been retrieved.”

Helpful Report

Posted 7 months ago

Good day Ian, Thank you for switching to Xinix, I am glad we were able to move your number from Plusnet. This is a rare case where we were able to port a number that was ceased by its previous provider before the order was placed with us. We appreciate the stress this has caused you and apologise for any shortages on our side. I understand you have spoken to our Customer Success Team Manager Danielle Blissett this morning where you expressed your view that we did all we could for you, given the circumstances. Once again I would like to thank you for your continuous effort in assisting us in porting the number from Plusnet to Xinix, I am happy to see your services are running and have been for some time. We take customer service extremely seriously. We are a team that constantly thrives for excellence, it’s not just a culture but a journey for us, Our customers rate us 5* and, for us this is our proudest badge, we are sad on this occasion expectations were not met, we will of course review the process and see if we can make further improvements. Xinix Customer Services

Posted 7 months ago

“We signed up to Xinix in June, almost 3 months later and we still don't have a stable VOIP platform, to the point whereby my staff refuse to use the phones at all and will only work from their mobile phones. Upon the advice from the salesman we purchased a new 2nd fibre line to provide extra bandwidth to ensure we had good call quality. The 1st router we received didn't work. The 2nd one arrived a week later and the call quality is really bad - clients complain they cant hear us, etc. The router needs restarting twice a day (at least) as the line randomly drops out completely and wont come back up without a restart. BT have been out several times, originally they diagnosed a fault, now they are saying their are no faults with their hardware and that it MUST be with the software, router or handsets. The XINIX app crashes very frequently, and for no apparent reason we are often blocked from making international calls despite paying extra for international calls (says "call forbidden"). Your tech support guys set us up with direct dials, which we used for over a week only to find out that if a customer dialed a direct dial it would not connect to our phones due to not be configured properly. This made us look like a scam / telesales business. I have reported every error and to date we are no further forward. My business has suffered terribly. The salesman that sold us the system is now telling us we are tied into our contract and to contact OFCOM. We are happy to keep the 2nd fibre line and also to pay in full for the Grandstream handsets but we simply cannot continue with the VOIP service - it simply does not work for us at all. The direct debit is cancelled so watch this space!”

Helpful Report

Posted 3 years ago

Hi Steve, Please see our response below all the information is based on tickets raised and reports from our support agents and BT Openreach We can only apologise for the first router being faulty, we have no control over hardware defects, and can only trouble shoot and replace any faulty devices which is what we did after diagnosing it was faulty. The router was diagnosed as faulty on Thursday evening, so we had missed the delivery for next day, one was despatched on Friday and we have confirmation of delivery for the following Monday. The router drops after were a result of a line fault which we ran line tests for and arranged an engineer, an Openreach engineer did repair a line fault on the next allocated date available. After this another engineer visit was requested as there was support ticket raised to us advising the broadband was still dropping and there was phone issues, at this time our support agents encouraged you to check your local networks as there was no indication of a line fault. Xinix arranged another BT engineer to go out and two appointments were missed due the engineer not having access to the premises, photographic evidence was provided showing your premises gates were locked, you dismissed this saying you needed the photograph to have a date and time stamp, despite the photographs were taken by the BT engineer themselves. Both these engineer visits costs Xinix as BT’s rule is if there is a fault its repaired free otherwise there is a callout charge. We have made you aware of this, but to date we have not invoiced you for costs we have incurred from BT as a gesture of good will. Also there were further delays on your part as you have advised us you won’t be available at the premises for an engineer visits for certain days of the week. After you had missed two appointments and arranging a third visit the Openreach engineer could not establish a fault on the line. You have mentioned that the BT engineer advised you the faults on our equipment, but on the report there is no mention of this, a copy is below; The engineer visit was missed by end user, Openreach notes below Openreach reference: 1-1221079731464 Please see additional information As per previous engineers – unable to gain access. Padlock in front gate – no answer on contact details. APPOINTMENT REQUIRED . 24/08/2020 14:18:11 Notes:[“Notes: 20/08/2020 09:07:00 – Dan,Liddiard ===Ring ahead information=== Primary EU contact name : Fxxxx RECxxxxx Primary Contact no : 01xxxxxxxxx What was the outcome of the call ? : Successful call Call date & time : 20/08/2020 07:25 ===Ring ahead information ends=== Photographic evidence available I cannot complete this task because the end customer or the onsite representative was not present at the premises. The line has been proven good to the PCP, No access & no answer from contact . The test towards the end customer was inconclusive. ****** Checklist questions ******* *** End of checklist questions *** Please see additional information No access gates locked no going to just com off this needs access to see what`s going on at customers socket & hub as all testing ok .”,””] Regarding the XINIX app we have had no reports from other customers advising it crashes on the their mobile device and, we offered you a few alternatives which also failed to work on your Bluetooth device as well. We have advised previously, we cannot be held responsible for third party devices not working, in this case it was your cars Bluetooth. You confirmed the device works fine on its own but calls don’t reach your cars Bluetooth. We recommended you use Linphone which has 900k users worldwide, you said it doesn’t work, we than advised you to use GS Wave, 200k users worldwide, you said it also doesn’t work on your cars Bluetooth. We than finally said, since 2 of the world’s most popular apps are not working on your cars Bluetooth perhaps you could have a look in to your Bluetooth?? You also raised an issue with one of your direct dial numbers, whilst our engineers looked at this for you we diverted your calls so there was no downtime and you were still able to receive calls on your mobile, which is still on a divert currently as we are still awaiting your response to repoint your number to your extension on the open ticket. We dealt with this issue within our service level agreement, this is issue is resolved and we are still awaiting further instructions from you. For your international call issue, our primary carriers do restrict some destination as they may have high fraudulent activity. Also we are to remind you, you only wanted international calls on one of your users, the others contractually you only wanted UK calls, so the ones that couldn’t make international calls is because this is how you set the contract up with us from the beginning. With your phone line issue our support agents troubleshooted with your staff switching the cables of one of the phones that were not working with the cable of another one of the phone in the same office that was working, the phone worked which leads us to believe the cable was the issue. We have advised you from the very beginning we don not believe correct cabling was done, to which you replied you spent a lot of money, but spending a lot of money doesn’t mean the job was well done. We have sent you detailed reports for all your issues from the day they started till now, we are of the strongest opinion the issues are within your office and nothing to do with Xinix. We have advised you to reach out to Ofcom and also the Ombudsman, so they can independently inspect all the work we have done and rule whether we are in breach, we don’t believe we are. We have on our expense sent engineers to your site three times and found no issues so far. Xinix has an impeccable record in the industry trading over 8 years and over 10,000 users, this is notably our first unfavourable review despite all our efforts. We will continue our efforts with your company and see what more we can do.

Posted 3 years ago

Xinix is rated 4.9 based on 517 reviews