xilo Ltd. Reviews 

We've been trying all year to get them to cancel the account, and yet we get no replies to numerous tickets raised in their portal.
Their accounts are severely overdue at Companies House, I suspect this company is on its last legs, avoid starting anything with them!

Last few days for the world has been exciting with the PHP exploit in the wild and it's been interesting to see how this has been approached.

I've got a few accounts in several places. Xilo were the first to contact me about the issue and what protections they were putting in place and then quickly rolled out upgrades. Within minutes of the updates being released by the PHP foundation, they had rolled out to my server. It was rapid, quick and efficient.

Sent in a ticket and got a reply within the hour outlining what they were doing, when likely and why. Can't fault them at all. They gave me guidance on moving my site up to a newer version as I had been slack it moving away from old PHP 7 but with the help of Claude, I had new code for 8.5 and can worry about this again in a few years.

Unfortunately I’ve been trying to cancel with Xilo for over 6 weeks and raising a ticket as per their process. Tickets ignored, the odd response saying ‘looking into it’ but no follow up nothing else. Call them - very pleasant and promises that the billing team will be in touch - surprise surprise nothing happens

Be warned - an OK hosting device BUT seemingly no way to cancel which makes one question how the business operates.

Terrible! I have spent thousands with them over about 15 years. All was well until a couple of years ago, when I wanted to cancel just one hosting package of many I had with them. Had they done this, I would have carried on spending with them well into the future.

The reality was a little different. The only way to cancel, as per their terms of service, is to raise a ticket on their portal. This I did many times, but no reply or cancellation came.

When I phone, they are civil, and promise someone from the billing department will be in touch - they never are. I have also written a physical letter (yes! to a web company) but again nothing happened.

About 2 years after requesting this cancellation, I finally raised a ticket threatening legal action - my account was promptly closed so I had no way of accessing the portal and communicating.

The one thing they are good at is giving plausible excuses - they have given me the runaround many times. They will doubtless try to do the same on here. Don't believe them.

But no more runaround - I have cancelled my bank card to stop them taking my money. They knew I would not want to do this because I am a web designer with many clients, and the hassle of moving lots of websites to a new provider is a far from trivial task. They are despicable!

I wish I had done this earlier because since deciding to cancel all services with them in May, they have taken over £500 for services I no longer want, but have been unable to rescind.

I will be contacting Nominet to suggest that they investigate and hopefully suspend Xilo from being registrars. I will also be actively seeking legal forms of redress.

Btw, check out their homepage - its only review is from 2011. That's about the time they stopped caring.

Avoid, avoid, avoid!

I'm rare to write any sort of review but on reflection of my account age showing in their portal today, my account was opened all the way back in 2012.

In that time, I've used everything from a lowly cpanel account all the way up to a dedi. I honestly say I don't think I could have had a better experience and a partner in running my email and then website. It's just been one thing that I forgot having to worry about as it's been reliable and worked.

I've deleted files when I shouldn't have, changed settings, screwed up updates but all easily resolved by them with ease.

As I move to the next chapter of life with children to take all my time away and my business now sold, I wanted to take time to thank everyone at xilo for being one less time sponge in having to manage what is for the most part, a stressful and complex task, for me.

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.

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.

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.