WHAT'S OUR STORY?

It all started with a local kid, slow internet, and a big dose of passion.

When I moved back home from college, the Internet packages in rural Illinois just weren't cutting it. Why? The usual reasons. There was only dial-up or satellite and everyone wanted something faster. I knew that if I could access the fast backbone networks, I could bring it in somehow- I just knew it. And that’s all it took for me to get started.

I knew that I didn’t want XL to be like the huge, national corporations promising rapid speeds and great service, only to lock people into unfair contracts, slow down their surfing, and leave them hanging on the phone for hours when they tried to complain. I wanted to be different.

My Grandpa always taught me to knock on every door, so I did. I went door to door, drumming up support for a local provider who would truly put the community first. With a few residents on board, I built XL’s first tower, and XL Broadband was born.

After a little time passed, I asked my Mom to come work here because I knew she had some amazing skills that would help us grow- and we did. We started on a shoestring budget and have come a very long way.

Now, years and hundreds of loyal, happy customers later, our team works tirelessly to bring the whole area super speeds, truly unlimited data, and personalized customer service to be proud of. Yeah, it’s going pretty well.

The best way to predict the future is to create it. This area needed a locally focused broadband service that treats customers and community like friends and family, not numbers - we built one.

Talk to you soon!

Evan Galvin, CEO

OUR CORE VALUES

Be fast, efficient and accurate in everything we do- including internet speeds, installations and client response times.

Create a culture where Clients and Employees feel like friends and family.

To wow our customers with over the top service and cutting edge technology.

Be an active and a positive influence in the communities we serve.

Have fun.

MEET THE TEAM

See that bunch up there? That's what a passionate, dedicated team looks like. These guys love what they do,
be it carrying out a site survey to make sure you get the best signal possible,
or answering your questions quick snap.

When you get 'service' from the big corporation, you get bounced around in call center, over-subscribed bandwidth,
and a contract that feels like a ball and chain. With XL, you get treated like a human being. It’s like ‘Cheers’
- everybody knows your name.

The XL Team

Evan Galvin

In Charge Of What’s Next

Jillian Galvin

Launch Control Engineer

Sandra Galvin

Mission Control Specialist

Rich

Mission Control Specialist

Riddick

Launch Pad Mascot

HOW XL BROADBAND WORKS?

1
Your signal zooms through
the air, from a local tower
straight to a little antenna
fixed to your home.
2
That signal travels via ethernet
from the antenna into your
home, connecting to the Internet
Power Supply, which can
connect to your wireless router.
3
You enjoy super fast Internet
and unlimited data on all your
device - phones, tablets, games
consoles. Everyone's happy!

ARE YOU READY FOR HIGH-SPEED INTERNET?

FAQ

General
Billing
Wireless Internet

Sure aren’t. Our service is 'pay-as-you-go', based on the service plan you choose. Like we said, we don’t mess around with our customers - there’s no contract, and no cancellation fees. Our services come with a 30 day money back guarantee.

So many reasons! We have over 40 broadcast sites in a compact area, so we can provide more coverage than other companies in the area. None of our towers are overloaded because we have more of them. Other companies in our area only have a few towers, and based on what we hear from our new customers, those towers are overloaded. We’re also a hardworking and proactive bunch when it comes to network maintenance and making sure all of our towers are performing as they should. Our Customer Care team is top notch and will bend over backwards to answer your questions. To us, you’re not just a number, a monthly income, or an pesky customer. When you drop service from the other providers in the area and come to us, you’ll see how much we care about our customers.

Oh, it sits at a cool 99.9% uptime rate. Not bad, right? We’re proud of it anyway. We operate a 100% redundant network, so we promise a 99% reliability rate. If we’re down for longer than 1% of your billing cycle, we’ll refund or credit your account for the time you don’t have service. We’d love to promise 100% reliability, but Mother Nature runs the show sometimes.

We’re always expanding our coverage, so if we don’t right now, check back soon. Rest assured, we’ll do a full survey of your property to make sure you get top notch signal, and if you don’t, we won’t install. Click here to to see if we have coverage in your area.

Your neighbor may have a clear shot to our tower, but you could have obstructions that are preventing you from getting a great signal. Fear not though - In the past, we were able to put a little repeater on a neighbor’s house, and provide someone like you with service. We’ll give your neighbor a big boost in speed at no extra charge for letting us use their house as a repeater. If you’re friendly with your neighbor, ask them and let us know - or if you aren’t best buds, we can ask them for you. We’ve found that most people want to help their neighbors get service. Everyone’s a winner.

We’ll be sad. No, really. If we can’t get you great service, we’ll find you someone who will. Our top priority is getting you connected, even if it’s not with us.

We use the latest in wireless tech to beam you internet through the air with fixed wireless antennas. We send signals from all over the place; cell towers, radio towers, tall buildings…

We fit a fixed wireless antenna to your property, which can be connected to a wifi enabled modem. The modem transmits an industry-standard wi-fi signal that can be picked up by PCs, notebooks, tablets, phones, Blu Ray Players, DVD and TV programming boxes, and games consoles. The modem also allows for a direct, wired Ethernet connection, which you can connect to via your PC or your own network router (wired or wireless).

Uploading means data is being sent from your computer to the Internet - you know, sending email, posting photos on a social media site, and using your webcam. Downloading means your computer is receiving data from the Internet. Things like opening a web page, receiving email, purchasing music files and watching online videos.

Ahh, that’s the million dollar question. Our speeds are consistently as advertised. We don’t sell you 15mbps and choke you down to 2 mbps. Whatever speed you buy, we’ll do our darndest to make sure you get it. Promise. We offer "up-to" speeds. If you’re paying for the 5Mbps package, you’ll get as close to 5Mbps as possible. If you have Non-Line-of-Sight equipment because you have trees and obstructions between you and the tower, your speeds could be lower. If you have clear line-of-sight to the tower, you should get the maximum speed. When running a speed test, your results will be measured in Mbps. When downloading files you’ll see your speed measured in bytes (MB/s), not bits (Mbps).

Absolutely. We’ll even reward you for the referrals! We appreciate our customers, and we understand they could go elsewhere. We work long days and nights to make sure you get the best service, and if you want to sing our name from the rooftops, print t-shirts, or nominate us for the Nobel Prize, we won’t stop you. We offer a referral credit of $25 for each person you sign up. They will also get a $25 credit for signing up. There is no limit to how many referral credits you can get.

God willin' and the creek don’t rise, we can have you installed and online in about 3 to 5 business days, maybe less, maybe a little more at busy times. Give us a call anytime, and we’ll give you a better idea of the time frame.

Yes, the installer needs to come in the house to configure your devices and make sure it’s working properly. The install generally takes 1-2 hours. But hey, a couple of hours for great, reliable internet service? It’s nothing really, and we’re happy to work around you.

You can use as many devices as your router will support. Some routers are better than others, especially if you’ve got a houseful of internet addicts.

 

You can bet your bottom dollar that most of the time, those are introductory prices. It’s the old ‘Bait’n’Switch’ trick - get customers on the hook with low prices, lock them into a contract, then unleash the hard stuff. With us, the price you see is the price you pay going forward. We’re totally transparent and honest, from day 1 to year 10.

You can run a speed test here. Your household shares the bandwidth, so do a speed test when all other computers and devices are turned off. We’d pre-warn everyone though, some folks don’t take kindly to their Xbox cutting off mid-game.

Computers that are infected with viruses, spyware, malware, or haven’t been taken in for a routine check-up are the leading cause of your Internet being slow. At a bare minimum for computers that are connected to the Internet, XL recommends virus protection to be running and up-to-date. If you do not currently have an anti-virus program running, we recommend downloading and installing a free program, such as Microsoft Security Essentials or AVG Anti-Virus. Another quick (and free) way to boost your speed is to use a different browser, such as Firefox or Google Chrome.

Need for speed, huh? Just call or email our customer support team, and we’ll hook you right up.

You do have wireless internet. Our service is wireless from our tower to the radio that we install on your home, but a router is necessary to connect any wireless laptops or PCs - that’s pretty much the case wherever you are. The router allows you to connect as many computers to our service as you’d like.

Not much at all. Just call Support to schedule a paid service visit to remount your outside equipment.

You can read the full policy here. While our Internet plans allow you to download an unlimited amount of data, there are laws against downloading certain things, including copyright-infringed works. When we get a DMCA complaint linked to your account, we are required by law to notify you. The first 2 "strikes" are free, and then it's $10 per DMCA complaint up to 12, which is when we have to ask you to find another ISP. We don’t want to have to do that, so no horseplay on illegal download sites, ok?

Focus Group: Would you like to be a part of our XL Focus Group? We’re looking for customers to give us periodic input on what you like and don’t like about your Internet service. It doesn’t take long, and it makes us a better provider. Occasionally, you’ll be asked to fill out a survey or give input on a new project or publication. You’ll also be invited to the XL office for an in-person focus group. If you’re interested in taking part in the Focus Group, please email marketing@XLBroadband.com

Tower Tech: Do you live close to one of the XL towers? Would you be willing to be a local "Tower Tech"? XL is looking for customers willing to troubleshoot at the towers when service is down. No knowledge of high speed Internet or technology is needed. You would need to be available by phone, and be able to travel to your local tower. We’ll train you, and in exchange for your service, we’ll offer you a discount on your monthly bill. If you’re interested, please email marketing@XLisp.com.

Spotlight: Would you or your business like to be featured in our monthly update and on the web site? Free exposure! Contact marketing@XLisp.com.

Sure can. To enroll in XL’s online bill pay system, call Billing at 815.312.4454 ext. 3. They’ll create your EPay account, which lets you view invoices, pay your bill, and review your current information. After you've enrolled, you can use your online bill pay from anywhere at epay.XLBroadband.com.

The billing dept. is open Monday - Friday, 9 a.m. – 5 p.m. You can catch us on the phone at 815.312.4454 ext. 3 or by email at Billing@XLBroadband.com

We’re an internet provider, so we dig on email. We find it’s the easiest and most effective way to keep our overhead/your bill down. You can use any email address you like to receive our monthly invoices/sales receipts.

*We can also bill you via the US Postal Service for an additional $2 processing fee per month. Invoices will be sent out monthly.

Your invoice will post to your account on the first day of each month. Easy to remember, right?

-Check or money order - you can mail ‘em in, or bring them to the XL office.
-Debit or Credit Card over the phone.
-Auto pay, using a debit/ credit card or ACH, can be set-up to automatically process your payment on the day you invoice for services monthly.
-ACH can be set-up to draft funds directly from a checking account

Payment is due 30 days after the invoice date; on day 32 our billing system automatically creates a separate invoice for a late fee. Recurring monthly invoices under $400 with an unpaid balance past the Due Date will be charged a $5 late fee. Recurring monthly invoices $400 or greater with an unpaid balance past the Due Date will be charged a 1.5% late fee. If a balance remains on the account for 41 days (10 days after the invoice due date), service will be suspended until the full account balance and applicable late fees are paid. If your account is in jeopardy of being suspended, the billing department will email a notification to your designated billing email address. If your account has been suspended your billing date may change if the service is reactivated. Fair’s fair, right?

That’s easy - just contact our billing department by email or phone. For your protection, we’ll need identification verification before changes are applied.

We have a 30 day money back guarantee - you’ll be completely refunded for every dime other than for the days of service used. If you prepay and cancel 6 months in, you’ll be fully refunded for any remaining months.

Of course. Our network has speeds that support streaming video on sites like Netflix, Hulu, and YouTube.

Nope. XL Internet is wireless and doesn’t require a phone line or cable connection.

We mount a radio on the outside of your home and point it to a nearby XL tower. The tower and the radio securely send and receive your Internet content. From the outside radio, we run a cable into your home and install a wireless router. This allows you to connect your wired and wireless devices to the Internet, so everyone in your home can get online. We also secure (encrypt) the wireless router so others can’t “steal” your Internet. Easy as pie.

Yes - Many people are under the impression that wireless isn’t reliable and have heard horror stories about wireless Internet constantly going out. The difference is in the installation standards. If your signal quality is marginal, we won’t install service, avoiding headaches for everyone. The XL network has an uptime of 99.99%, and is monitored 24/7.

-Satellite – most satellites are floating in orbit between 100 and 24,000 miles away. That’s how far your data is traveling – so latency (the delay between the signal being sent and reaching its destination) is going to be much higher than just about any other option. By comparison, your nearest XL tower will be less than 5 miles from your house. XL latency times (i.e. 30ms) are a fraction of that of satellite (i.e. 400ms). Customers who switch from Satellite to XL are often amazed by the improvement in internet speed and reliability. Unlike Satellite, weather doesn’t affect XL service.


-DSL – Only available in towns, or within a certain distance to the DSL Central Office. Usually requires a phone line, so bundling with phone is usually required. Most DSL speeds are between 1 and 3 Mbps. Beware - the older the phone lines in your town or neighborhood, the slower and less reliable your DSL Internet connection can be. If you are looking to cancel your landline telephone and get Internet only, or you want more speed than DSL can provide, XL could be your solution.


-Cable – It can be very fast. Cable providers rank highest on lists of companies with the worst customer service. XL’s speeds are comparable to cable, and customers enjoy local, friendly, and knowledgeable support anytime they need it. We won’t name names, but you know these huge companies with the worst customer service on the planet.


-Fiber – It can be the fastest – but not always. Providers can vary a lot – from the speeds they offer and how much they charge, to how long it takes to repair a cut fiber line and restore an outage. It’s not available everywhere, so if you have the option to choose fiber, you might want to look into it if speed is important to you.

Unlike satellite, which can lose signal during heavy rain, weather does not typically affect our wireless signal. There are some exceptions to this, like severe storms and ice, but that’s just the way of the world. Lightning can sometimes damage tower equipment, but XL monitors the network 24/7, so tower techs know when there is an outage and get to work quick sharp to restore service at all hours. Ice buildup can affect a specific type of antenna called a Yagi. This is the long, skinny, pronged antenna that is only used in areas with no line-of-sight to the tower.

No, as long as the issue lies with XL’s equipment – the outside radio, the cabling, and the XL router. We service this equipment free of charge. A customer will be charged if they cut the cable or if equipment was ruined on their end. If you want your house rewired, the radio moved (i.e. getting a new roof), or your computer ends up being the problem, then there would be a charge for the visit. Support Technicians can typically troubleshoot to determine if it is your equipment or XL’s, and you would be notified if a paid service visit is required. Again, full transparency - we’ll never blame you for our mistakes.

That’s why we’re here. You can find tutorials and instructional guides on this website, and you can speak to a local technician over the phone or in person six days a week.

No, you lease the fixed wireless antenna, along with the Internet power supply from us which includes a warranty for the life of the service.

CONTACT US

10808 W. Monee Manhattan Rd, Monee, IL 60449

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