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Review by Andrew Wang 
Posted: 25 days ago
member for 25 days, 0 visits, last login: 25 days ago
 San Leandro,Alameda,CA
 Business customer
 $600 per month (36 month contract)
 about 70 days
 "Reliable service"
 "Serious unfixed billing problems"
 "Used to be a good company, now RUN AWAY!"
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I used to be happy with Alligience (now XO's) service, although they raised my rates between the time I signed the contract and when service started. This was per a tariff filed but not approved before I signed the contract. Bummer.
My real problems started when the contract was about to expire and I wanted to move our company to Telepacific to take advantage of their higher shared T1 transfer rates. DSL is really slow in our business area. I know in our contract with XO, it says that if we do not give 30 day notice before the end of the contract, then the contract will renew automatically for two years. I have wisened up and before signing a contract with Telepacific, that they modify the contract for a month to month term after our initial contract expiration. They readily agreed and did it.
I started calling XO two months before our contract expired to cancel. The cancellation was not completed properly, and over several calls, the agents looked up the info and re-entered the cancellation order and told me that it would take up to 30 days for the cancellation to show up in the billing. Also I was told to give the cancellation order number to collections if they ever called.
Six months later, the service is cancelled, but a second collections agency wants me to pay a ->$12K- cancellation charge. Of course I dispute it, and call XO twice, and every time the information is supposed to go to an 'analyst' and I 'will get a call back within a week'. I never get a call back from anyone at XO about the bill. The collections agency person gets me a reduced total which she tries again to collect from me. When I ask for paperwork, she claims she hasn't ever tried to collect funds from me, and basically knows nothing. .
The whole situation is a mess, and I would sue XO but they'll probably go bankrupt by the time a court case goes through. I guess I'll just have to buy their remains at auction.
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Review by benjamin5023
Posted: 101 days ago
member for 6.1 years, 160 visits, last login: 101 days ago
Parker,Douglas,CO
Contract price not specified.
 XO Communications
"More cost effective - Reliable service"
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I have been using XO for years. They provide excellent service and are more reliable than Qwest.
Followup comments:  
COMMAN
Plug Me In
join:2000-07-17
Mount Juliet, TN
 ·Embarq
 ·Vonage
| Ladies and Gentlemen.... ...mark this down as a red-letter day - XO has a happy customer!
Sorry, couldn't resist. As a former slave employee to an XO multiple t1 customer, I had nothing but frustration with these guys. Tech support always blamed the telco for all problems, equipment provided was the cheapest they could get, outages took DAYS to correct - all to save $100 off the cost of a t1 with the local telco. I wouldn't use these guys for a 512/256 DSL line, much less a mission critical business connection, but if they work for you, Congrats! Hope you continue to have good results with them.
Just my 2 pence worth....
--
Broadcasting TO the people, FOR the people, BY the people - INTERNET RADIO! | |
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Review by Weigelmepf
Posted: 110 days ago
member for 110 days, 14 visits, last login: 67 days ago
Sunnyvale,Santa Clara,CA
Business customer
$250 per month
AT&T
"Very reliable"
"I have to call them to get better pricing or features"
"10+ years Satisfied"
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They do our Web hosting and our DSL-
Only a few minor problems in 10+ years and customer service is good about correcting them and keeping me informed
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Review by bruceko
UPDATED: 152 days ago
member for 8.6 years, 2331 visits, last login: 1 days ago
Lynnwood,Snohomish,WA
Contract price not specified. (24 month contract)
Verizon (ex GTE)
"None"
"Terrible"
"If You value your phone service stay away"
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Xo is now on hour 18 of a national outage for phone service in Verizon Territory
We have been on Xo Flex plan Phone and Data service for 2.5 years.
Our customers have not been able to call our office for the last 18 hours. It has already cost our company tens of thousands of dollars in lost business.
this has happened for 2 to 3 hours in the past but nothing this bad
Update 6/08/09
Service was finally restored at 6pm on Tuesday. Phone service went down about 10am Monday.
32 hour outage. We had been considering another service provider and called them yesterday. He said he had had 8 other calls from potential customers in the Seattle Everett area today also wanting to switch. We are gone from Xo asap.
Update
10 weeks after my post we dumped Xo for Integra Telecom.
The service with Integra has been good but not perfect.
Xo owed us about $3500 for future services we had paid when we cancelled service.
It took over a year and about 20 hours of phone calls to customer service to recover our money. Fun!
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Review by pderby
Posted: 154 days ago
member for 7.2 years, 100 visits, last login: 15 days ago
Arlington,Arlington,VA
$69 per month
Verizon
"rock stable"
"slow"
"great if you value stability over speed"
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I've had XO (started as Concentric) which rides on top of COVAD and uses Verizon's copper for my SDSL home service. My circuit has been in place for 10 years. I've had very few outages that I've noticed... maybe 2 or 3? When I've needed help it was easy to get to someone that knew what was going on. The speed is really slow, 384 up and down, but the reliability is rock solid and I have routable IP addresses, which I need and use.
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Review by gkeiner
Posted: 199 days ago
member for 1 year, 1 visits, last login: 199 days ago
New York,New York,NY
Business customer
$3000 per month (24 month contract)
about 40 days
Verizon (ex GTE)
"Price, Reliability, Comprehensive offerings"
"Installation"
"Great product at a great service. Rocky install comes with the territory"
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My company made the switch to XO for Telco Collocation (a full cabinet, power, data), Office internet connectivity (10x10meg Ethernet over Copper) and our POTS telephone lines. I coudln't be happier.
The quality of all of the services is great, as is the consolidated bill.
Installation could certainly have gone smoother. The install in their own data center for our collocation space was actually the most problematic, which surprised me.
The Ethernet product at our offices is fantastic. Fast, consistent, reliable.
XO's gotten a fair amount of bad press, but I think they have made a fantastic turnaround. We've put a lot of eggs in one basket, and it paid off. Thanks, XO.
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Review by jef
UPDATED: 206 days ago
member for 207 days, 8 visits, last login: 100 days ago
San Francisco,San Francisco,CA
$105 per month
"Rock-solid (Covad) line, previously excellent tech support"
"Non-tech service is non-existent, DSL SLA is meaningless"
"Avoid like the plague"
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Back in 2000, $105 a month for 1.5/384 residential ADSL service, bridged with a 4-IP assignment (Covad line on its own copper, Concentric provider) wasn't a bad deal. Over the past 8 years, I've had virtually no noticeable outages and always had as close to the "advertised" throughput as one could expect. The tech support back in the Concentric days was excellent. No "What version of Windows are you running?" problems and techs who understood, on the very rare occasions I had to call, what "traceroute gets a hop past the Redback" meant.
The tech support is still reasonable, though the level has fallen off over the years.
Unfortunately, the sales department leaves something to be desired. I've been trying to work something out so that I could stay with them, but far too many unkept "someone will call you back within two business days" promises. Even when I bring up that XO has left the residential DSL business, I keep getting promises about how important customer retention is to them and that they are sure they will be able to work something out.
Additionally, I've been virtually unable to pull the billing off my credit card, even to put it on another card. They don't even know who I am when I call, because my Concentric account number isn't properly referenced in their system.
Considering that I can get 6.0/768 ADSL with an 8-IP block through Sonic for roughly half what I'm paying now (even on a business line), this isn't looking too good. Even worse is that XO's DSL offerings seem to be stuck in the early 2000s for speed.
Its hard to move on, given the excellent reliability of the line and the quality of tech support -- there during the off-hours that I've needed it. I just can't recommend the organization based on their terrible business office.
Update 2009/04/15 -- Been on hold for over 17 minutes, just to get to the first-tier billing/order support line. At 20 minutes, was passed to "Retention," where I have been on hold for the last 10 minutes while they "try to find my account."
Interesting that the SLA at »www.xo.com/SiteCollectionDocumen···_DSL.pdf has *nothing* about the line itself or the connectivity of XO to anywhere else, just the "Network" (basically XO's colo). So, for business customers, you are "up" if their colo is up, disconnected from you, and disconnected from the rest of the Internet. (This was confirmed by the third-tier retention manager I spoke with.)
Oh, now after nearly 40 minutes, the silence ends and I'm told I've called the wrong number. Wait, three times calling this number I've been told that it would be taken care of with no such indication. 40+ minutes now, I'm back on hold as the agent who tells me that I've called the wrong number tries to escalate the issue. 53 minutes in, I've had a sub-minute discussion with the retention supervisor's supervisor who asked me about some account I had never heard of. Back on hold again as they try to find my account.
They finally found it, after over an hour on the phone. They can offer me a discount. "How much?" "We can offer you 10%"
Apparently they are "getting out of DSL."
So am I...
Leaving XO as soon as I can confirm service to replace it, probably within 72 hours.
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Review by pdkdsl
UPDATED: 225 days ago
member for 225 days, 5 visits, last login: 200 days ago
Sacramento,Sacramento,CA
Contract price not specified.
XO Communications
"Great value, good performance and quality."
"Can be hard to track an open problem ticket"
"I've been using XO for 5 or 6 years now and have been very pleased."
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When I first started using XO I was concerned about moving away from Pac Bell (now AT&T) but I needed faster internet access at locations where AT&T does not provide DSL and T-1's at the time were over $1,000 per month. I put XO in at two locations and let them run for a year. The bundled service includes all my data and voice.
I had no major problems during that year and then started to move the rest of my locations to XO. I currently have 5 offices on XO and am in the process of moving 2 more this month. The only office that I still have problems with (both voice and data) is on AT&T in an area that XO does not serve.
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Review by rwlatstetter
UPDATED: 242 days ago
member for 1.6 years, 10 visits, last login: 242 days ago
Willowbrook,Dupage,IL
Business customer
$750 per month (24 month contract)
about 7 days
XO Communications
"100% uptime. Excellent connectivity. Fast service. Best Price!"
"The best provider I have had in 10 years!"
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Integrated circuit T-1. 1.3meg up and down consistently. Phone sound quality is good. Price includes Internet and all phone service.
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Review by mlevinex86
UPDATED: 360 days ago
member for 6.7 years, 88 visits, last login: 16 days ago
Carlsbad,San Diego,CA
Contract price not specified. (36 month contract)
AT&T
"Best price around, Good reliability"
"Sometimes difficult to reach customer support"
"Great value, lots of features, fast speeds"
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Have had XO at several sites for years.
Any issues with connection have been due to the LEC (AT&T in most cases), not XO.
Consistently beat pricing and features offered by other providers - Cox, AT&T, CBeyond, Megapath, etc.
Customer support has been hard to reach in the past, but has improved significantly in the last year.
Overall a good choice and value.
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