WorldxChange (XNet) Reviews

Customer service was fantastic.

But in the last two years...Customer service went down the toilet.

Xnet is not what they used to be - there are more affordable deals available.

I was with Xnet for 5 years, initially they were fantastic, great price compared to others at the time with flexible and adjustable caps and good speed. Customer service was fantastic. But in the last two years the prices of other providers went down and Xnet increased their prices. Customer service went down the toilet. No support after hours or on weekends and when you got through to somebody they had a dismal attitude. And during peak hours I may as well have been on dial-up. I decided to take up a package deal offered by xtra just for convenience and some perks they offered to throw at me (They used to be terrible but I figured they couldn't be worse than Xnet so did it anyway). I'm now paying less for more data, can browse the internet WHILE DOWNLOADING, and my downloads are 3x as fast at least (I couldn't seem to muster much more than 200kB/s most of the time while on Xnet and sometimes seemed to max out at 60kB/s during the day - they said it was the quality of my phone line or sometimes they said it was my router ie problems at my end). Couldn't game on international servers at all most of the time, using uTube was a joke. Well here I am , same phone line, same router, now getting 700+kB/s during peak hours and able to browse comfortably while doing so, no problems gaming, smooth watching tv or videos via internet etc. Xnet is not what they used to be - there are more affordable deals available with better quality service etc.

I found gaming on international servers impossible while ones located in NZ were fine.

As with the other comments, there are far better deals out there.

Two major issues I had with xnet (no longer with them of course). One is I found their data usage numbers were fraudulent. By using a gateway through which all data passed I was able to check their numbers (upload + download), they were consistently out by 20%. Calling their helpdek was of course no good, they couldn't explain why this discrepancy would exist. Second issue is the international speed and latency. I found gaming on international servers impossible while ones located in NZ were fine. Their helpdesk told me it was a problem on my end, despite that not making any sense. As with the other comments, there are far better deals out there.

The help desk ones can either be hopeless or just rude.

xnet were very good 2-3 years ago and have just gone downhill from there. The help desk ones can either be hopeless or just rude. I'm changing them as my isp with 3 connections and 3 VFX trunks to someone else. We swapped out their recommended routers for some cisco SRP 527 ones when adsl 2 came on and we got great connectivity for about an hour(better than what we had at about 14 down and 1200 up) after an hour or so bizarrely our lines condition and distance from the exchange had changed to affect the connectivity to 8 down and 800 up where it currently sits. wasn't the brand new router and yes we had to restart it, reconfigure it - what a load of cr@p. full up full down - I don't think so !!

I would not recommend them to anyone any more.

The customer service I have received from xnet is very, very poor. I started with them 3 yrs ago, and they were great. Recently their support record with me has crashed. The last four issues I had were very poorly looked after. I had to follow up multiple times (am still waiting now, after logging the issue four weeks ago.) I would not recommend them to anyone any more.

Loading youtube, in peak times (say around 7pm) some times takes 10 mins for a 2min clip on low quality.

If I had one word to describe xnets reliability - poor.

Xnet used to have unlimited national data on all there plans, they sent an email asking if I wanted to upgrade to FS/128kb instead of my 2mb/128kb for an additional few dollars. I agreed, but only afterwards realised it was only so they could take away free national data privileges (never mentioning this in the process). Since then service has been getting worse. There servers have failed literally dozens of times (not just me, everyone on xnet I know lost there connection). Upon ringing there customer service (and wait forever) they told me it was my end and i needed to restart my router, which was a load of rubbish because everyone on xnet lost there connection not just me, after restarting router still no internet. On the odd occasion there servers are working they are ridiculously slow loading anything that's not based on nz servers. "full speed" is what they call my connection, however its only ever full speed when you access nz pages. Loading youtube, in peak times (say around 7pm) some times takes 10 mins for a 2min clip on low quality. When I have complained to them my internet is slow they ask me to do a speed test (only to nz servers) and explain look your internet is good when I get a result of around 4Mbit. This shows me that 4mbit is what my line is capable of, but when I speedtest to USA, or even Australia it often is less than 0.5Mbit. Obviously they do not buy enough international bandwidth. Xnets Value would appear good, however it is not. Cheap pricing does not make up for lousy service. The one feature I liked was being able to change your monthly data cap easily by logging into there website. However they decided to change there website, and instead of bringing the new database over (like the complete normal way of doing it) you have to sign back up again to the service which is completely idiotic. If i had one word to explain Xnets speeds - Useless. If I had one word to describe xnets reliability - poor. If i had one word to explain there customer support - incompetent. I study computer science at uni, and have studied Computer Networking in the past so i know what I am talking about when I say there excuses from there customer support that they make up of why your internet is slow is complete rubbish. "you can get 4mbit speedtest in nz, but your connection is slow internationally, must be your router" is pretty much what they have said.