+44 (0)20 3287 2360
Frequently Asked Questions
Have a questions about our hosting?
We welcome any questions you may have about our services. We have complied a list of commonly asked pre-sales questions about our products and services. If your question isn't answered here, contact us.
We only use cPanel for our shared and reseller web hosting.
We use CastControl for our streaming hosting plans.
We use 30-day rolling contracts, billed pro-rater. If you choose to cancel a service during your billing period you will be refunded for the unused time of your service. This is calculated in the following way:
Product Price divided by Month times Days Used minus 3.4% minus 20p.
Unfortunately due to the security implications of operating a Shell-enabled services we are unable to offer Shell access to our servers.
If you wish to use Shell access, please see our range of Virtual Private Servers.
We operate two sets of different nameservers for our hosting services.
Shared Hosting
dns01.xnetgroup.net
dns02.xnetgroup.net
Reseller Hosting
cloud01.hostingdnsservers.net
cloud02.hostingdnsservers.net
We will contact you before you use all your bandwidth and disk resources. However, If your usage continues we may choose to suspend your service. You then have three options:
- Wait until your next billing period for your bandwidth limit to reset,
- Purchase a bandwidth addon for the remainder of the billing month.
- Upgrade your hosting package.
Yes, we do offer a money-back guarantee. Contact us within 7 days of your purchase and we'll give you an unconditional refund for your products.
Please note domain registrations are exempt from the refunds policy.
Yes, we do offer discounts for block payments. The following discount will be applied:
- Quarterly - Save 5%
- Semi-Annually - Save 10%
- Annually - Save 15%
We provide support for our services 24 hours a day, 7 days a week, 365 days a year* You can contact us using the following methods;
- Live Chat: Available in the bottom-right hand corner of our website and billing area (M-F 9am - 10pm)
- Telephone: Call us on 020 3287 2360 (M-F 8am - 9pm)
- Support Ticket: Create a support ticket in the billing area (24 hours)
*Limited support is available during bank holidays,
We aim to set up all products as quickly and possible, though there may be some slight differentiations on time. Please use the following as a guide:
- Shared hosting: Instantly
- Reseller Hosting: Instantly
- Streaming Hosting: Within 30 minutes
- VPS Servers: Within 1 hour
- Domains: Within 30 minutes
