Review by upton 
Posted: 1 year ago
member for 6.6 years, 499 visits, last login: 61 days ago
 Boston,Suffolk,MA
 Contract price not specified.
 about 30 days
 Verizon
 "Occasionally sympathetic on the phone"
 "Do not see the link between successive outage events, cannot identify and solve chronic connectivity problems"
 "We've spent a lot of time on the phone to XO and have had service way below promise"
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I've been an XO customer on DSL then T1 for five years.
We now have a 1.1Mbs T1, which has been in since January 07. We've had five outages since then, and lots of associated trouble tickets and innumerable phone calls.
Each time the problem was fixed (after a 2-14 day outage depending on the event), Verizon notified XO that there was "no problem". It turns out, after 6 months, that there *was* a chronic problem with a piece of equipment (Verizon-owned) in the colo.
It was *very, very* difficult (close to impossible) to get anyone at XO to take ownership of this long-term problem. Tech reps read the script, engineers fixed some symptoms. MAYBE it's been fixed. We've wasted a lot of time & money with XO, partly because of their lack of leverage over Verizon, and partly because of policies like ensuring that the engineer who is working on the problem CANNOT be called back. You have to start over with the phone rep.
They answer their phones pretty quickly, but this is the epitome of an organization that doesn't or can't listen.
The fundamental difficulty is that you can never get to a real, contactable person who will share *ownership* of the problem with you. No one expects perfection. But customers do want an effective approach to solving problems. Their process has frustration built into it. Someone, by the way, might have looked at the lousy service we've had and been proactive about refunding some of the fees. We have to "apply" for this, even after all the time, business and money we've lost because of inept and superficial problem-solving.
I would advise folks to look elsewhere.
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XO COMMUNICATIONS
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