Real Human Support When It Matters Most After nearly 2 hours on the phone, Rene at Xneelo didn't solve my problem—because it turned out to be outside their scope entirely. But here's why I'm writi... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I would like to say thank you to the Xneelo support team, Zane in particular, for going the extra mile in assisting with a complex migration. They kept full control of the situation, was available l... See more
Company replied
I needed help navigating Xneelo and setting up Collaborators and security codes etc. Called Xneelo and spoke to a very helpful person called Chloe. The entire process was made simple and painless with... See more
Company replied
I’ve been with Xneelo for over 10 years, and today was another reminder why. Zane V went well beyond expectations helping me resolve a complex query. As a web developer who deals with many hosting pro... See more
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Company details
Written by the company
Xneelo offers web hosting and business enablement to more than 500 000 website owners. For over 20 years, xneelo has been passionate about enabling individuals, entrepreneurs and small businesses alike to create and transact online. Inspired by its brand promise 'Trusted in Hosting', xneelo is dedicated to delivering reliable, award-winning support to its customers.
Contact info
South Africa
- +27 21 970 2000
- support@xneelo.com
- xneelo.co.za
4.8
Excellent
302 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
We have been clients of xneelo for yeeeaarss !
We have been clients of xneelo for yeaaarrs. The best hosting, SUPPORT service, their staff PATIENCE > superb !!!!
28 November 2024
Unprompted review
Reply from xneelo
Hi JD,
Thank you for taking the time to share your feedback with us!
At xneelo we pride ourselves on providing exceptional support that is patient, friendly, and reliable. It's lovely to know this has been your experience over the years! Your kind feedback has been shared with the team.
We truly appreciate your longstanding support and look forward to working with you for many more years!
Warm regards,
Your xneelo team.
Excellent and convenient support…
Excellent and convenient support through their live chat. No long hold times, annoying ticket numbers and back and forth emails. Highly recommend them for hosting!
28 November 2024
Unprompted review
Reply from xneelo
Hi Martin,
Thank you for the wonderful recommendation!
We are pleased to hear that you have been enjoying the support offered by our consultants on Live Chat and that you are finding it convenient and of great value.
We appreciate the enthusiastic recommendation and look forward to continue supporting you with great service in the future.
Warm regards,
Your xneelo team
We appreciate
Nothing but outstanding!
My experience with Xneelo has been nothing but outstanding. Quick to help, always on point and eager to do anything you need help with. If I could give 6/5, I would have. I can rest easy knowing my clients hosting will be in safe hands.
20 November 2024
Unprompted review
Reply from xneelo
Hi Enrico,
Thank you for your lovely review!
It's wonderful to hear that you feel confident leaving your clients' hosting needs in our hands! Our brand promise of Trusted in Hosting is at the heart of everything we do and we are passionate about delivering exceptional support that you can truly depend on.
Thank you again for your kind words.
Warm regards,
Your xneelo team.
World Class Support
After being used to working on Konsole H for such a long time it was the first time I used the new Control panel for a client. From opening the account to transferring the domain to moving the website contents - it was a easy and seamless experience. David Kotzee was great and really patient and helped me telephonically through this process and I was able to do all of this under an hour. I advise all of my clients to move to Xneelo , they have great support 24/7. Its happened so many times that a website I`m working on breaks in some ungodly hour of the night and there is always someone at support helping me find the problem or help fix whatever it is that`s broken.
19 November 2024
Unprompted review
Reply from xneelo
Hi Anton,
Thank you for sharing your positive experience with us!
We're thrilled to learn that transitioning to the new Control Panel was seamless and that David was able to support you effectively throughout the process.
We pride ourselves on providing you with support, especially during those late-night emergencies, so it’s wonderful to hear that it made a difference for you.
Your recommendation to others means a lot to us, and we’re grateful for your trust in Xneelo.
Kind Regards,
Your xneelo Team
Amazing service from Xneelo.
Amazing service from Xneelo.
Tristan assisted me past 9PM on live chat.
This kind of service is beyond my expectation. Just amazing!
Well done! You have a customer for life!
19 November 2024
Unprompted review
Reply from xneelo
Hi There,
Thank you for your kind review!
It's lovely to hear of the great service experience you have had with Tristan. Our team is committed to providing top-notch support around the clock and we look forward to supporting you for many years to come! Your feedback has been shared with Tristan and the team.
We appreciate your support.
Warm regards,
Your xneelo team
I worked with Seymone and she helped me…
I worked with Seymone and she helped me a lot. Was very professional and knows what shes talking about. But accept for her, i worked with a few of the support teams and all of them was professional and knows whats going on. When i have a query they always deliver with a promt and correct responce.
15 November 2024
Unprompted review
Reply from xneelo
Hi Wilfred,
Thank you for taking the time to share your feedback, we appreciate it!
It's lovely to hear that your support experiences with Seymone and the team have been so positive. We are passionate about providing the kind of efficient and professional service we know our customers deserve. We have shared your kind words with Seymone and the team, and look forward to further supporting you in future!
Warm regards,
Your xneelo team.
David K!
David K!
I forgot my password as i hadn't worked on my site in ages and he DEFO made me feel less stupid than I felt!!
Everything sorted in less than 5min.
Very happy with David's quick assistance.
13 November 2024
Unprompted review
Reply from xneelo
Hi Roshan,
Thank you for your lovely feedback!
It's wonderful to hear of the quick and efficient support you received from David. Our team is dedicated to providing exceptional service and we trust this will continue to be your experience in future. Your kind words have been shared with David and the team.
We appreciate your support.
Warm regards,
Your xneelo team.
I can barely find my way around a computer
I can find my way around a computer, but when I want to try something new find it a little challenging to say the least. Support from Xneelo was phenomenal, and a particular shout out to Chloe - who never once made me feel as stupid as I suspect some of the questions were. I feel a lot braver and more confident that I have this level of support.
11 November 2024
Unprompted review
Reply from xneelo
Hi Pam,
Thank you for taking the time to your your positive feedback with us.
We're glad to learn that Chloe and the rest of our team were able to provide you with a level of support that has left you feeling braver and more confident moving forward. Your questions are always welcome, and we're here to help every step of the way!
Your feedback has been shared with the team.
Kind Regards,
Your xneelo Team
waiting periods are way to long
waiting periods are way to long, xneelo not what they used to be. In the past when they were called Hetzner the service was excellent. Now you wait forever and they keep transferring you to another consulting with more than 20min waiting in between. What happened>
6 November 2024
Unprompted review
Reply from xneelo
Hi Daniel,
A service manager will contact you shortly to further support.
Kind regards,
Your xneelo team
excellect service
I have been with xneelo for a long time and I have never received bad service. The customer servies agents and techs are really helpful and knowledgable and patient
4 November 2024
Unprompted review
Reply from xneelo
Hi Michael,
Thank you very much for the wonderful feedback.
Our consultants take great pride in their work and providing customers with helpful and knowledgable support that they can trust!
We will be sure to share the great feedback with the team and look forward to continue supporting you for many more years to come.
Warm regards,
Your xneelo team
Excellent Service As Always
My experience with the service at Xneelo has been consistently impressive. The customer support team is knowledgeable, helpful and quick to respond at all times. I recently had a friendly call Angelo, who went well beyond what he needed to assist me with technical issues and educated me on many other services the business offers that I was not aware of. He took his time to thoroughly explain and ensure that I understood all of the steps to rectify my issue, offered assistance ensuring I did this as efficiently as possible and followed up with instructions via email. I really appreciated his guidance and friendly demeanour. I'm very happy with keeping my agency's business with them - 10/10 would recommend!
26 October 2024
Unprompted review
Reply from xneelo
Hi Barbara,
Thank you for your fantastic feedback!
Our team is deeply passionate about providing efficient, friendly, and solution-driven support. This is at the heart of our brand promise of Trusted in Hosting and it's wonderful to hear that this has been your experience in your interaction with Angelo! We have shared your feedback with the team and trust this will continue to be your experience going forward.
Thank you for your kind recommendation of us.
Warm regards,
Your xneelo team.
The once amazing Xneelo Customer Service is no longer what it used to be.
UPDATE: Thanks to the call back from Xneelo. The reassurance they gave me offered reassurance in their commitment to customer service. Thank you.
============
ORIGINAL REVIEW: Sadly, the once AMAZING Xneelo Customer Service is no longer what it used to be. Phoning the help line is practically useless now. And when you use the new Chat feature you have to wait up to + 40 minutes while the "Bot" tells you how much it appreciates your patience. In the event of an emergency, we used to call and in 5 min the problem was solved. This is no longer the case. Whatever changed in the support department, for whatever reason, it pains us to say, was a mistake on Xneelo's behalf. Their Customer Support was the reason I proudly promoted them from their Hetzner days. 😥 Please give attention to your Support Department. PS: Being able to talk to a person (voice to voice) was amazing. Over chat/text a lot of detail and nuances get lost.
PS: We waited so long for an answer from Xneelo, that the I could type this entire review, and the server resolved the issue itself (waiting) all before someone gave us support.
30 October 2024
Unprompted review
Reply from xneelo
Hi Marc,
Thank you for taking the time to share your updated feedback with us, we appreciate it.
We are so glad to know that you now feel more assured of our commitment to the customer service we provide after further discussing this with us. Our customers are at the heart of everything we do and we are continuously working to optimise our support.
We truly value your feedback and look forward to supporting you in future.
Warm regards,
Your xneelo team
Excellent support from the Chat Line
At the height of the email spam / spoof outbreak, I needed reassurance that the rubbish we were receiving was harmless crap and could be ignored. I also needed advice as to how to minimise the effects of the this spam outbreak. I was lucky enough (after a LONG wait) to be connected to Lebogang, who analysed the email logs I had very thoroughly, and reassured us that that they were all spam and spoofing attempts. She recommended strengthening my domain's SPF record to reduce spoofing chances even further, and did everything possible to reassure us that the accounts were safe and unharmed - pointing me at Xneelo articles that explained what was going on and how to manage it.
As always, top marks to the Xneelo team.
30 October 2024
Unprompted review
Reply from xneelo
Hi Gavin,
Thank you for providing us with such valuable feedback.
We acknowledge the longer than usual wait times and we thank you for your patience. Glad to hear that Lebo was able to provide reassurance that your accounts were safe and unharmed.
Once again, thank you for taking the time to let us know how you feel. We truly appreciate your business and always strive to make your experience a positive one.
Warm regards,
The xneelo Team
Outstanding support
Outstanding support
It's normal to encounter technical issues from time to time. But Xneelo's support staff are excellent at taking me seriously when requesting urgent help.
Very happy to recommend their services
25 October 2024
Unprompted review
Reply from xneelo
Hi Justin,
Thank you for your fantastic review! We’re excited to hear that our support team has been there for you when you needed it most. We take every request seriously and are committed to providing top-notch assistance. Your recommendation means the world to us. If you ever need anything else, don’t hesitate to reach out!
Best,
The xneelo Team
AMAZING Customer support
Recently canceled my Volume plan(personal reasons and not due to any issues with Xneelo) and thanks to the exceptional service from Izak, the whole process took less than 10 mins. I highly recommend Xneelo purely for their customer service. Ive used them for 5 years give or take and theyve never let me down. Any time, any day, there will be someone just like Izak ready and willing to assist
22 October 2024
Unprompted review
Reply from xneelo
Hi Dylan,
Thank you for your fantastic review!
Our team takes pride in providing the kind of consistent and reliable support you have come to expect and it's wonderful to hear that this has continued to be your experience with the support received from Izak. We have passed your kind words on to him, and look forward to further supporting you in future.
Thank you for your lovely recommendation of us.
Warm regards,
Your xneelo team.
I called in today to resolve some…technical issues
I called in today to resolve some technical issues I was experiencing with my outbox. Lebogang, the technical consultant was absolutely brilliant. What awesome service and assistance I received. Truly a sound leader in her field, thank you Lebogang.
17 October 2024
Unprompted review
Reply from xneelo
Hi Craig,
Thank you for your lovely review!
It is fantastic to hear of the great support you received from Lebogang. We have passed your kind feedback on to her and the team. We consider it an absolute pleasure to serve you and we trust your future experiences will be as positive!
Warm regards,
our xneelo team.
Very slow support
I have been working with Xneelo for over five years, and I recommend them to anyone and everyone as a web developer. But lately, I have been struggling to get timely responses on support issues. I sit and wait on their live chat for hours on end before even being connected, and once connected, I sometimes wait 30 minutes for the consultants to reply, only to be disconnected after 5 minutes of not replying. I can't work like this, especially because I have been used to fast help from Xneelo in the past.
16 October 2024
Unprompted review
Reply from xneelo
Hi Amorette,
Thank you for sharing your feedback with us. We are sorry to learn about the experience you have been having.
A Service Manager will be contacting you soon.
Warm Regards,
xneelo
Thank you Seymone
Thank you Seymone, It was a pleasure to work with you and your service is excellent keep it up. **,
14 October 2024
Unprompted review
Reply from xneelo
Hi Johnson,
Thank you for your kind review!
Our team is dedicated to providing the exceptional support we know our customers deserve, and it's lovely to hear that this has been your experience! Your feedback has been passed on to Seymone and the team, and we look forward to further supporting you in future.
Warm regards,
Your xneelo team.
Tristan was very professional and…
Tristan was very professional and helpful. Via the chat, he was able to answer my questions, as well as offer guides to the sites
30 September 2024
Unprompted review
Reply from xneelo
Hi Terence,
Thank you for your great review!
We are thrilled to hear you have received such great helpful and professional support from Tristan.
We will be sure to share the feedback with Tristan and the team and trust you will continue to receive the same amazing service into the future.
Warm regards,
Your xneelo team
Going the extra mile
Thank you Prentholl, for understanding my challenge, and for remaining calm and patient while assisting and guiding me through the steps. You went above and beyond to help resolve the issue, no words can express my gratitude! The industry needs more of you!
Thank you Xneelo for consistent, professional, friendly, and efficient support, time after time.
27 September 2024
Unprompted review
Reply from xneelo
Hi Zelda,
Thank you for taking the time to share such lovely feedback with us!
It's fantastic to hear about the great support Prentholl has provided. We have passed your gratitude on to him. Exceptional service is at the heart of what we do and we trust this will continue to be your experience in future.
We appreciate your support!
Warm regards,
Your xneelo team.
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