Review by ITDenver 
member for 214 days, 0 visits, last login: 214 days ago
updated 214 days ago
 80301
 Contract price not specified.  "Worst experience I have ever had with a circuit provider"
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After being a loyal customer for several years, we were hit with two things back-to-back:
1) We found out after 75 days that a T1 circuit became unbonded. At no point during that time did they ever notify us, and even after we detected and reported, it took 14 days to resolve.
2) Soon after the incident above, we signed a new contract, 60 days out, to move to a new, 50-person office. I was assured that they could deliver by a specific date, and we scheduled our move based on that date.
14 days before our scheduled move, XO called and said they could not deliver by that date. Over the next several days, through numerous patient yet persistant calls and emails, I was repeatedly ignored, and never did anyone at XO seem to care a whit about the risk at which they were putting our business. It was an awful experience.
I had no choice but to bring in my CEO to see if he could push things along. He too was unsuccessful and after also not getting responses in a reasonable timeframe, with the clock ticking, movers scheduled, notices sent out to thousands of customers, he wrote them that we were breaking the contract.
I had secured a guarantee from Cox (they were amazing) that they could meet an 8 day deadline for a circuit (no one else could do that), and we moved ahead signing with them.
About 2 or 3 days after the CEO emailed saying we were cancelling with them, XO (they NEVER picked up the phone...EVER, even with the CEO of an established customer furious) emailed saying they could deliver the circuit after all. This is 8 days before the move. The CEO responded saying we already went with someone else.
XO showed up anyway on the move date to install the circuit. We turned them away.
I then followed up asking for confirmation that there were no Early Termination charges. Again, no response from anyone. Over the next several weeks, I called billing to ask for a final bill (we received a month or so worth of charges after the move date). The response over 3 months was "they were just issuing credits and those will be reflected in the next billing cycle."
So, then they send a bill for ~3 years of Early Termination Charges and collections is calling. Our lawyers are responding appropriately.
After working with them through that, it became apparent to me that is wasn't a specific person that was the problem, but that the company has an endemic problem, with no abiilty to understand, sympathize, or effectively serve the customer at all.
I spent a lot of time asking myself if there was something, as a customer, that we could have done differently, but this was truly an Orwellian situation where, hard as we tried, we could not make it work.
Final note: The Reseller that we were working through also dropped XO after the incident. For them, it was also the final straw trying to sell the product of a company that awful.
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