News & Announcements

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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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