News & Announcements

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2019 Christmas Holiday Support Hours

Christmas Support Hours

We are committed to bringing you the very best in network uptime and pride ourself with our 98% uptime SLA. Network and Connectivity issues will be monitored as resolved as apart of our normal service however customer support tickets will be monitored and responded to as per the timetable set out below:

  • Christmas Eve 24th Dec 2019 - CLOSED - Support Tickets raised will be responded to 27th Dec 2019
  • Christmas Day 25th Dec 2019 - CLOSED - Support Tickets raised will be responded to 28th Dec 2019
  • Christmas Eve 26th Dec 2019 - CLOSED - Support Tickets raised will be responded to 29th Dec 2019
  • 27th Dec 2019 - Open 9am - 12pm - Support Tickets raised will be responded to 3rd Jan 2020
  • 28th Dec 2019 - Open 9am - 12pm - Support Tickets raised will be responded to 3rd Jan 2020
  • 29th Dec 2019 - Open 9am - 12pm - Support Tickets raised will be responded to 3rd Jan 2020
  • New Years Eve 31st Dec 2019 - CLOSED - Support Tickets raised will be responded to 3rd Jan 2020
  • New Years Day 1st Jan 2019 - CLOSED - Support Tickets raised will be responded to 5th Jan 2020

Saturday, 14 December 2019

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Price Increases

Price Increase

Effective from the 1st February 2020 we will be increasing our prices by 2.8% across all product lines, this is in response to increasing costs in the industry and providers. Notification will be provided by email of increase to your account and how it will effect your services moving forward.

The rise is in response to the Retail Price Index change published by the Office for National Statistics in January which is projected to be 2.7%.

We appreciate that price rises are never welcome but are dedicated to providing you great value and the best possible experience.

For further questions please raise a support ticket under the category of "Billing"

Saturday, 14 December 2019

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Phone/Billing/Legacy Products

Removal of Phone Support

Dear Valued Customer,

As of the 21st January 2019 we are removing phone support for technical and billing matters, this service was previously offered free of charge. Due to the changing landscape of website hosts there is less call for this service. We pride ourself's on having a great online billing system and ticketing system and we would ask that customers now utilise these services. We have given more information below concerning the support ticket system and outlined response time frames.

Support Tickets

All support tickets will be answered within 48 hours, we no longer offer a premium support service for support tickets. Please ensure that your ticket contains all details concerning your query as this will delay any response or solution.

Removal of Legacy/Trial Products

Effective immediately all trial and legacy products are subject to support ticketing only. All trial products and legacy products will be upgraded to full products and billing altered accordingly.

Billing

Should your account become suspended due to non payment, we will no longer reactivate these services manually. Payments will be processed within 24 hours and the account reactivated by the system. There are no exceptions to this.

Accounts will become suspended should there be any outstanding balance on the account, the account is treated as a whole. If you have more than one product active and outstanding the whole account will be suspended. We will no longer reactive accounts unless the outstanding account amount is paid in full.

We thank you for your understanding.

Wednesday, 16 January 2019

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We have a new name

We have now consolidated all services offered under one roof to make the user experience as pleasant as possible. Along with this change a number of our products have been streamlined giving further clarity of the services we offer. To ensure we offer the best possible service we now offer a Gold support package, giving customers access to the best support money can buy. You can find these products in the Order tab on the right hand side of your screen.

Wednesday, 04 July 2018

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Server Migration

As a part of our continued growth and performance plan, we have a planned migration of servers and network infrastructure to a new facility. This work is due to be carried out and completed over the next 12 hours. The move of transit provider will mean that IP address & network routing changes will occur. In preparation for this we have lowered the TTL on all DNS records and will publish name server changes ahead of the move. During this time you will experience a loss of connectivity to both our hosting and SIP platforms. We will not be taking support calls during this migration and as such support will be resumed on Saturday 19th 2018 11:00am.

We thank you for your understanding.

Xenn Support

Friday, 18 May 2018

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