xilo Ltd. Anmeldelser 

I was an email customer for about 9 years, generally very happy. Then two years ago Xilo posted an invoice on my account, but didn't tell me about it or send it to me. As I had no knowledge of it, I didn't pay it, so they suspended my service. They sorted things out, apologised and said this was due to some systems issue which they would fix.

Roll on another year, another invoice, no notification, so obviously they hadn't fixed the systems issue. Whilst I avoided suspension this time, the finance team completely ignored the tickets I raised for them. I raised a complaint - not only was that essentially ignored, the complaint tickets I raised were deleted!

So I made arrangements to move my business elsewhere. Note that Xilo make this tricky, as email customers have no control over their DNS, TTL etc. Furthermore, as soon as I changed the IPSTAG on my domain, all access to my account was stopped - no ability to go in and retrieve old email.

UPDATE Within 20 minutes of posting this, Xilo had asked for more information via Trustpilot. It's a shame they are not as responsive to customer complaints as they seem to be to poor reviews.

After calling and calling, and trying to get a reply on support, I discovered today, he just deleted my account, my email just doesn't exist anymore. So I had to pay Nominet to pull the domains away from them.

Happy customer for over 10 years and renewing again for another 2 years.

Using the standard cPanel control panel for most of this time but they offered me an upgrade to their latest control panel last year for the same cost but far greater resources.

Website uptime has been solid and I have not noticed any downtime and email has been reliable with good spam protection and virus checking.

Xilo's response to a bad review.....
I left a poor review for the terrible service I received from Xilo back a while ago. You might anticipate that a company would want to act upon the contents to improve their service for all customers, and to make ammends to the customer that has not received the service they had paid for......

Xilo's response was to send me written notice that they would terminate my services - which they duly did.

I think this totally underlines Xilo's attitude towards customers. The fact that I had been a customer for over 10years and put up with poor service for several years counted for nothing! I put up with various issues including email service that regularly lost incoming messages and Xilo's servers apparently being on blacklists making it impossible to send email to many major businesses and government departments.

I needed reliable email with data stored in the UK. Surveyed many hosts which turned out to be just resellers putting your data any number of places or in countries.

My work takes me to countries all over the world and find myself using mobile data, hotel and airport wifi or even on planes.

Previous suppliers service had issues from certain networks or locations as they claimed they were unsafe or compromised. I connect with SSL with a trusted certificate and I was never able to understand how that could be and they'd not give technical justification. One time it would work the next it would not. There was no rhyme or reason for the variable access.

This service by comparison has worked well, so well in fact that I completely forgot about it until my renewal was due. I have not suffered any of the same connection problems as before and email flows have been without fault.

Reviews are not something I usually write, I don't see the point but in this case, the email service has been without question something I have relied upon over the last few months and it has not skipped a beat. Don't change!

New wordpress site, works with MU well and allows root path changes so you not stuck in public_html as well as wildcarding.

Mail also reliable, spam protection per mailbox but have tripped up on hourly limits due to a poorly coded script (my end) so not real world use more human error.

Moving domain in took time as 123reg kept having issues with generating auth but all sorted.

*UPDATE* This issue has now been resolved - thank you Xilo, faith restored and I appreciate the MD reaching out to me personally with an explanation, thank you.

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I am so disappointed in Xilo. I have been a loyal customer for many years and have helped many of our web design customers set up directly on the platform. We very rarely have any issues setting up websites on our and our customers hosting and technical support is always prompt and helpful. However, the issues arise when you want to remove a service and god help you if you want to speak to someone in Billing!! Those folk are never available - I think they keep them locked away. It's not that I want to leave Xilo, I just want to cancel 1 domain and hosting package for a client who has closed their business!! I raised a support ticket and made a phone call in good time before the renewal but cannot get a response. I have spoken to support and a receptionist several times to be told that someone would call me back to no avail and still I was charged. It's not a lot of money but that is not the point. I cannot charge my client and it's a very simple request from a loyal customer. It's such a shame and from now on, I will be thinking twice before recommending Xilo to any more clients : (

We've been with Xilo for a good 10 years but started to doubt the quality of the service after receiving a late billing charge on an invoice. However we didn't even receive an email stating an invoice needed to be paid. Accepting the charge I raised a ticket asking why we didn't receive an email stating an invoice was due, 4 months down the line it's still not been answered.

We've decided to move our domains and hosting elsewhere, we are still waiting for the hosting packages to be cancelled as apparently they can't permit the transfer with hosting packages attached (this must break ICANN rules), also waiting for an IPS tag to be changed (apparently this can't be done because of being partially attached to a hosting package).

Cancellation ticket has gone ignored, have called but can't ever speak to someone in support or billing - just leaving my email and number each time.

Domain transfer ticket has had some responses (as per complexities above) but still no resolution and no longer receiving any replies.

To make this worse the support portal has been down twice, replies from their tickets just suddenly appear due a "problem" with the backend system.

I suspect we will end up raising a complaint with ICANN.

I have received a couple of calls from unknown/private numbers on my mobile but they immediately hang up before I have a chance to answer (can't be sure this is XILO).

"My Xilo" portal is still down, so can't even see the current status.

Update 15/10/2025
Received a couple of calls (13/10 & 15/10) stating they've had to do some backend work in order to allow our domains to migrate. For some reason access to our account via their portal has been removed and we are waiting for a link to re-activate it (apparently sent).
Phone number they rang from can't be called back, at this point there is literally no way to have a two way conversation with someone unless they reach out to me. We are now over a month into the migration process and have made no progress.
I've also noticed our domains have been changed to "clientTransferProhibited" despite having recently turned off the registrar lock personally.

Update 21/10/2025
My account needed to be completely rebuilt (although I'm still clueless as to why) so I can now at least login to see what is going on.
Support were able to cancel one of my hosting packages and I was finally able to move one of 6 domains. I have two domain transfers in progress but only time will tell if these go through or not.
Currently waiting for two more hosting packages to be cancelled so I can transfer my remaining domains.
Apparently I was meant to receive an email from the MD explaining what happened, but this has not materialised. My current tickets haven't been updated, so I'm chasing again.
Not once have I received an apology or explanation of what is really going on.

If something changes I will update the review.

Solid choice for a decent LAMP stack with Redis caching support.

Common setup with PHP, databases and mail but added with container support, redis, litespeed caching and some other nice touches like SSH.

Per mailbox control for spam and virus which is nifty and not something i've seen before.

Control panel is fast and has core function for hosting instead the usual webpros rubbish which is nice to see.

Platform has been reliable, not noticed any downtime.

Support has been wicked fast in the times they've been needed, turn around usually in a few hours at most. Good knowledge, does not look like copy/paste responses.

Simple needs, reasonable renewal costs, actual technical understanding and reliable email.

I now get all of those for less than I was paying for my first website, a customer for over 15 years and many buy outs, rebrands and whatever.

Out of the blue, thanks to Google and others, they now need "DMARC" on sending domains. My old host had no idea what that was and wouldn't even help me set it up. Since learned it is a basic text DNS record which would take seconds to set.

Instead they kept a run around asking stupid and unrelated questions.

So my search began and I found XILO and out of the box email just worked. "DMARC" is green, "SPF" all green and "DKIM" all green.

The bounces I was getting before stopped overnight. How different the world can be after a good sleep and a DNS change.

XILO were great, helped me with the migration of data and my domain, that being problematic caused by the losing host not issuing a valid key.

Today having upgraded my account, it has cost me less and the rep was clear to point this out before I made any change. This was unexpected as in life you ask for more, you generally pay more.

Kinda reminds me why i've been a customer for what must be over 15 years. Consistent service, fair pricing and good human contact when needed. Far too much these days you get Ai bots trying to help with varying degrees of success.

I;m happy with the service the only thing I would like is one or two more actionable tlds although I am sure they are on their way.

Got my website n email and it works well. No probs n helpful staff. Wud recomend.

used to be a good service about 10 years ago, now value for money and customer service is awful. emails go unanswered, the support line goes straight to voicemail promising a call back that never comes. Virgin internet support is better than this! Avoid at all costs!

The service reliable the latency is low for my western customers. It's in English only, but it's not a big problem.

I recently had a technical support query regarding my email service and the help from xilo was incredibly helpful in fixing it. The person I spoke with was patient, knowledgeable and speedy quick in the help provided. He went above and beyond. I truly appreciate his expertise and time spent working through what needed to be done, how and why.

Useless. Tried to get the name of the account owner changed, and they've not followed up on the form we submitted. Repeatedly tried to get hold them for 6 months, then the ticket suddenly closed with no action or explanation. I submitted a reply and it triggered the ticket to be reopened - still no response. It's been over 16 months since we first opened the ticket, just trying to change the account owner's name, and no action or response has been received after we submitted the form they sent us.

Their service is antiquated, troublesome and over-priced. Support is poor to non-existent. Avoid at all cost.

Also not hopeful of transferring our domain out of their service, as Nominet domains (i.e. most .uk TLDs) require manual intervention, which means a support ticket, which our current experience suggests they will never respond to.

Pleasant hosting service and good reliable email.

Finding a reliable email service for my business email has been a pain. Most would go to Gmail but I don't feel comfortable using this for business as I do for private. Especially as the charges to use your own domain are simply excessive.

I can get private hosting for the domain as well as website and database space for a third of the price.

The service has been great, the control panel is fast and has features i've not seen before which is a nice touch.

I don't use the webspace for a site as I rely on social media, or the databases.

Support has been there when I needed and have tried via their website and phone and both have been as good as the other.

Ordered a website migration to move our wordpress website from another host to Xilo.

We were worried that it wouldn't work correctly after all making big changes often leads to unexpected issues.

The team reassured us, provided a plan on the steps they would be taking to minimise downtime and ensure evertying worked.

The site moved around 2am, it was done so well that our uptime monitoring didn't see any downtime. The only thing we did see was an improvement to page speed and a massive decrease in waiting for the server to respond.

One of the best decisions we've ever made and the service is recommended.

Literally the worst host we've ever dealt with. I submitted a cancellation request for a hosting service in January 2023 that still hasn't been actioned - over 18 months ago.

We have been billed multiple times since then, despite repeatedly requesting that the service be cancelled.

Multiple support tickets about the issue have been ignored.

good host, very useful and fast service. used many years and happy service. good from remote location an city. wordpress and jomla run express fast.