Online Help

Guiding you through any questions you may have

• Switching to XLN
• Faults
• Invoices
• Payments
• Other services
• Moving Premises
• Line Transfer
• Broadband
• XLN Secure
• Call costs
• Mobile
• Mobile Broadband
• Glossary

Switching to XLN

• What happens when I sign up to switch to XLN Telecom?
• Will there be any interruption or change to my service?
• When will I receive my first bill?
• Who should I contact concerning any service issues?

Faults

• Who should I contact if there is a fault on my line?
• Who will repair the fault?
• How long will it take to repair a fault?
• Does XLN offer any additional maintenance packages?

Invoices

• How often does XLN send invoices?
• Why is my first invoice for more than 1 month?
• Are invoices itemised?

Payments

• How can I pay my invoice?
• Where can I make Giro payments?
• If I make a payment how soon before my payment reaches XLN Telecom?

Other services

• What other services does XLN offer?
• Does XLN install new lines?
• Can I take my existing phone number with me when I move premises?

Moving Premises

• What do I do if I am moving premises?
• Can I take my existing phone number with me when I move premises?
• What are my options if I can’t retain my number?
• What is the cost?

Line Transfer

• Can XLN transfer my line?
• What if I have digital or ISDN lines?
• What if I have a switchboard or a PBX System or a Versatility System?
• Can XLN transfer my line as I am a residential customer?
• What happens if I am already in contract with another telecom provider?
• How can I be sure that I will have the cheapest UK’s tariff?

Broadband

• What is a Broadband Service?
• What is ADSL?
• How fast is ADSL compared to normal dial-up?
• What are the benefits of ADSL?
• Do I need a separate line for ADSL?
• Can I use both phone and ADSL together?
• What is a Microfilter? And do I need one?
• What is download/upload?
• Why are the download/upload rates different?
• How do I connect to ADSL?
• How do I install ADSL?
• How long does it take to install?
• Do I need any software for the installation?
• What is an IP address?
• Why would one need a static IP address?
• What happens if I move location?
• How do I choose the tariff that is right for me?
• Can the helpdesk help solve problems with my own computer/hardware?
• Do I need any extra equipment when upgrading to a faster speed package?
• I want to connect more than one computer to my Broadband line to share my internet connection. How d
• What is contention or a contention ratio?
• Why is there a fair usage policy on XLN?
• What is a firewall, should I have one?
• What is NAT (Network Address Translation/Translator)?
• Where can I get help about XLN Broadband service?
• Can I use my own router?
• What kind of PC do I need to run ADSL?
• Do I get the optimum speed from day one of broadband activation?
• What does up to 8 Mbps speed mean? Isn’t it fixed?
• If I am already signed up with a different provider, how soon can I get my broadband connection tran
• Does XLN provide any security software with the broadband package? Does it come free?
• Can I use XLN Secure on all the PCs/Laptops connected in network?
• What is WPA?
• Which versions of Windows support WPA?
• What is WPA2?
• Which versions of Windows support WPA2?
• What is wireless auto configuration?
• What does it mean when Windows shows that I am connected to the wireless network?
• Why when I get connected to a wireless network, but keep getting disconnected after three minutes?

XLN Secure

• Where can I find the FAQs for XLN Secure?

Call costs

• What does call capping mean?
• Does XLN charge connection fee?
• How are calls billed?

Mobile

• How do I activate my SIM/Phone?
• What is SIM only?
• Why is SIM only better?
• What mobile phones work with XLN Mobile SIMs?
• Can I get a new phone?
• How do I keep my Mobile number (requesting PAC code)?
• Can I use my phone abroad?
• My phone is blocked and I need an unlocking (PUK) code. How do I get one?
• How do I view or pay my bill?
• How do I change tariff?
• What should I do if my phone is lost or stolen?
• How do I find my IMEI number?
• How can I unlock my phone to use on the XLN network (requesting DCK code)?
• How can I surf the Internet (APN settings)?
• How can I send picture/MMS messages (APN settings)?
• How do I use voicemail?
• Can I use another SIM in my XLN phone?
• What network coverage is there?

Mobile Broadband

• What is XLN Mobile Broadband and how does it work?
• What are the advantages of using the XLN Mobile Broadband?
• How is XLN Mobile Broadband different from GPRS/EDGE enabled phone?
• How do I set up Mobile Broadband?
• What number do I call for support on this service?
• Will XLN Mobile Broadband work anywhere in the UK?
• Will XLN Mobile Broadband work when I am Roaming Internationally?
• What do I do if my XLN Mobile Broadband USB dongle is lost or stolen?
• How can my company sign up for this service?
• Will my defective USB Modem get replaced?
• Who do I get in touch with for the XLN Mobile Broadband USB Modem repair and maintenance?
• What Operating systems does the XLN Mobile Broadband work on?
• What is the Warranty Period for XLN USB Modem?
• Will I get the same quality of service when roaming as I get in the UK?
• What support is provided by XLN for installation and troubleshooting help?
• Once signed up, can I switch to a different package?
• Do you have email support?
• I have Mac OS system how I can use XLN Mobile USB Broadband?
• Can I use my Existing providers hardware for Mobile Broadband?