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Review by Blaksmith 
Posted: 165 days ago
member for 1.7 years, 156 visits, last login: 15 days ago
 Rancho Cucamonga,San Bernardino,CA
 Contract price not specified.
 "NONE"
 "This isp SUCKS."
 "IF YOU CAN, STAY AWAY!!!"
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I have been with Consolidated Smart Systems, which goes through XO communications for almost 1 1/2 years now, and I have had NOTHING but problems. On a good day, I am lucky to get dialup speeds for the download. One good thing, my upload speed is constant, when my connect is ONLINE. I am supposed to be getting 1500 down, 256 up. my "average" over the last year is about 150 down, and 230 up. What is wrong with that picture? I have done some research, and they are OUTSELLING their connections. There are (2) T1 lines servicing upto 250 apartments in this complex. Doing the math, the max that can be handed out would be 12. Back in October, I got them to tell me how many they had, and they already had 18 clients on the (2) T1 lines. Neither Consolidated nor the apartment complex are willing to resolve this. (Part of this is my apt complex, and part is by CSS, which is owned by XO).
Bottom line... STAY AWAY IF YOU CAN
Followup comments: | Forums » comments on review of XO COMMUNICATIONS |
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Review by ninjakid
Posted: 191 days ago
member for 193 days, 2 visits, last login: 188 days ago
Long Island City,Queens,NY
 Business customer
Contract price not specified.
 about 90 days
"On paper they sound good"
"Support"
"Stay Far Far away from XO"
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After taking 4 months to get our 10MB pipe up and running I knew there should be no faith put into this company and this weekend proved it.
On Friday at about 4:20pm we lost service from XO so I call their support line and spend about 40 minutes on hold, while on hold I found a direct number to their tac center and get someone pretty fast, they open a ticket for me and say they will call back. An hour later I get a call they are sending a tech to my location, this sounds good so I wait about 2 hours for the tech to arrive. The tech comes and replaces the connection box used by XO and the line is still dead so the tech calls it in and we wait. About an hour later I find the tech fast asleep in my server room and I wake him up to find out what is going on, he said they are sending a tech to the data center to check on the problem and then he picks up his things and leaves.
A few hours later I call XO to get a status report of what is going on and I am told there is a tech there working on another problem and when he is done he will work on our problem. Ok Sounds good, 4 hours go by so I call XO again to get a status and again I am told there is a tech working on another problem and when he is done they will work on my problem. Ok 2 more hours go buy and I get a phone call from Verizon saying they are at the location to work on the dead circuit and need to be let in, I ask them where they are and they give me a location that is not one I know. The Verizon guy asks where I am and I told him, he says did you say New York and I said yes, he said well he is at the Columbian Embassy in Washington DC, I said you must have the wrong number then but he verifies my name and phone number and the name of his secondary contact which is the name of the person I work with and his phone number, he gives me a ticket of 1194559(number changed on purpose) my ticket with XO was 1194555 (number changed on purpose) so I call XO to see why they sent a tech to that location, The XO tech says they didn’t, I said well here is the ticket number can you tell me what that number is for, they reply it’s not there number their numbers begin with a 2 not a 1 then I ask well then why does my number begin with a 1 and not a 2 they said they don’t know but sometimes it can be a 1. I said well can you look up the number, they said no they can’t look up ticket numbers which I find surprising since they looked up my number and got all the information from it. I guess they think I’m as stupid as they are, I really wonder if they think saying that made any sense but hey I guess not, I can’t be that smart I used XO as a provider.
To make a long story short we are not without service for about 48 hours and XO can only tell me that they have a tech going to the location and that is all that they know, I said but I was told there was a tech at the location and how is it possible to have a data center with no on site tech crew? They said the notes only say there is a tech dispatched and that is all they know, I wonder how they even know that since they claim they can’t view ticket numbers but I guess that is another story, needless to say come Monday morning a new ISP provider I will be seeking.
Followup comments:  bygcland
join:2008-01-14
Katy, TX | Seems to be par for the course What XO did to you is not any different than any other provider honestly. At least they answered the phone and you were able to talk to someone. | |
| ninjakid
join:2008-02-10
Long Island City, NY
 ·XO COMMUNICATIONS
edit:
February 14th, @02:32PM
| Talk to someone? Talk to someone? oyea after waiting 35 to 45 mins to have someone tell you nothing because they had no idea what was going on. I wanted an awnswer about the status of the service call and all they can say is we dispatched someone to the data center, is a joke. For one why is there no staff at the data center and after hours of waiting why has no one arrived at the data center. Actually to this day I have never even received any type of notification that the problem has been fixed.
As for other companies, I have used another company as a backup to XO, when I have had line problems with them you call and get sent to a support person in the TAC center who works on the problem right then and there. No such thing with XO. | |
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 Review by Zaber
Posted: 198 days ago
member for 8.2 years, 1924 visits, last login: a few hours ago
Cleveland,Cuyahoga,OH
Business customer
Contract price not specified. (36 month contract)
"Willing to split a T1 between voice and data"
"Difficult to get any changes done"
"Never Again"
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When we first had the service installed it was great. XO installed the equipment, and it was a very smooth transition from out other phone carrier. Everything went well for about the first two years. Then we started planing for a company wide increase in data capacity. We could not get quotes from the sales staff. At the same time the number of support issues had increased several times over. It became almost imposable to contact anyone there, and our four hour response time became we will get to it when we get to it.
Followup comments: ninjakid
join:2008-02-10
Long Island City, NY
edit:
February 11th, @01:42PM
| XO in the worst company I have ever dealt with They are awfull, I am going to post a review baised on my expericene with them. | |
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Review by wsani
Posted: 243 days ago
member for 243 days, 1 visits, last login: 238 days ago
undisclosed location
Contract price not specified.
"Okay data center"
"horrible customer service, worst remote hands and the worst management, unsympathetic staff..."
"Not a good telco provider. Definitely does not fit the bill for providing a good uptime."
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We have a web hosting company in the San Francisco bay area. We used XO communications because their sales person was professional and provided a very good deal at the time. This was nearly 4 years ago.
We were treated very nicely. The data center folks were definitely courteous, professional and provided the service as expected. We had initial routing issues when setting up but it was resolved within the same day. We had a committed connection of 10 Mbps with a 42U cabinet with 20 AMP power circuit. Everything ran as expected and we were happy for the last 3.5 years.
However, all is well, does not end well. In the last 6 months, we have had to fight XO on nearly everything. XO initially quoted us $$$$ for the colo fees. This contract should not have been open-ended and the prices should have remained the same. However, due to their lack of understanding power consumption, they misquoted us and we were forced to pay $$$ in addition to our colo fees. This happened in July. So, we complied and began to pay the new fees, despite the fact that we had agreed to a lower fee upon contract agreement.
I asked them where I signed the dotted line (me being in charge of this) that would allow them to increase the fees without our agreement. They could not answer; in addition, I did not sign anything to that degree. I left that one go...
September
We requested remote hands reboot of a server with the label SERVER-L23. The customer service rep on the phone evidently heard us incorrectly and did not confirm the server hostname. This caused the data center technician to not reboot the server for 2 hours. While we should have been on top of this, we remained oblivious to the fact that they hadn't rebooted the server, thus it remained down for duration of 2 hours.
When we confronted the technician and asked her (Monica) to explain why she did not follow-up, she replied with: "I want to let you know that I couldn't find the server with that label, and I'm the only one in the data center right now"
Okay, so I can understand why she couldn't find the server hostname despite the fact that:
A. ALL servers are labeled clearly with a label maker on the front and back
B. That was the ONLY server name that had the letter "L" and number "23"
But what I don't understand is why in the world, an entire data center is using one technician, and one that's not very competent...
I asked their manager of the data center to explain why this happened. Oh wait, their data center manager in Fremont, ca is actually in Irvine, Ca. Unaware of what really happens in Fremont (200 miles away). I asked her for a credit on the downtime, but that fell on heavy ears.
October
We requested a power cycle of a host named SERVER-WVPS10. The customer service rep on the phone recorded SERVER-WETS10 and didn't confirm on the phone. I can understand that mistake.
The data center technician took 1 hour to get to the server, and then rebooted the wrong server, named SERVER-W10. Now, I can understand if you're busy and can't get to the server seeing how they only have one person in the entire data center.
What I don't understand is that there is no server named SERVER-WETS10 so why in the world would this person reboot SERVER-W10, when it wasn't even the right one to begin with. To that end, he rebooted a database server that caused replication to break, the cluster to break and the database locks to be defunct, all leading to data loss. Again, this is all despite the fact that:
A. ALL servers are labeled clearly with a label maker on the front and back
B. That was the ONLY server name that had the letter "WVPS"
But I guess the number 10 caused the idiot to get confused...
When I asked their manager why this happened, she just ignored my emails and calls. I asked for a credit on this incident and nothing happened.
November
Their entire data center goes dark for a whole hour. Our servers fail; we lose uptime for an entire hour and not to mention that we had to run a series of diags to fix broken server software, etc. When we asked them for credit, we were told that "the network was down for a minute".
Umm... I just spoke to the Seagate admin regarding this and they got a credit for this. So what gives XO?
December
Their entire datacenter losses network and all cooling function. This causes the temp to rise close to 100 degrees. We had to shutdown all machine really quickly. A whole 2 hours later and we were back up again. 2 of our core virtual servers were defunct after boot up and it took us nearly 10 hours to recover, answer emails, phone calls and issues refunds for the outage.
We also lost close to 10 well paying customers in the duration.
They finally admitted to their fault and gave us credit for this one. Suffice to say, we have terminated our contract with them and are in the middle of moving away. They're currently trying to get us to pay $$$$ for the past invoices but we refuse on the counts of incidents above.
So, if you want to spare yourself from the headache and agony of dealing with this sort of issue, please don't sign-up with XO.
On a final note, when we spoke with our sales person, he mentioned that we were a profitable customer. Yet despite our numerous efforts to get them to realize that they were going to lose a “profitable” customer, they chose to ignore our emails, phone calls and complaints. I guess that’s the XO business model.
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Review by jbhancock
Posted: 280 days ago
member for 5.9 years, 40 visits, last login: 42 days ago
Palo Alto,Santa Clara,CA
Business customer
Contract price not specified.
 AT&T
"Been solid for >3 years now"
"latest issue has been open 5 days with no update"
"overall, good reliable service."
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Some of the tech support people are lame, but most are good. I can only think of 4 or 5 service issues in more than 3 years and most were fixed the same day. Most of the techs actually return phone calls and speak English.
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Review by digmax
Posted: 306 days ago
member for 306 days, 1 visits, last login: 196 days ago
Plymouth,Plymouth,MA
Business customer
$600 per month (24 month contract)
about 999 days
"Price"
"Speed Reliability Support Value"
"Stay Away"
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It took XO 8 month to get us a working T1 that wouldn't go down when it rained. We have moved and now have tw T1's from XO. One PRI and One for Data. It took over 3 months to get them working. Took major complaining to upper management in order for them to even service the line. Now at 11 month our data line has not been working for over a week. We are waiting for a cable modem being installed in our office. I get almost 5 times the speed at home for a $50/month (5MB) than our $600/month T1 (1.5MB down hill dry day wind behind you if you are lucky).
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Review by IT broadband
UPDATED: 320 days ago
member for 6 years, 33 visits, last login: 72 days ago
Los Angeles,Los Angeles,CA
$900 per month (36 month contract)
about 30 days
XO Communications
"Good Value for your Money"
"Customer Care takes a long time however you have access to a online web portal to bypass calling cx care"
"We are very happy with our service"
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I have a company with 25 employees. We were using 17 Lines & DSL with AT&T. The service was good with AT&T, however; our business was growing and so was our AT&T bill. Before we signed with XO, we also recieved proposals from Telepacific, Mpower, and CBeyond. All the proposals were very similar, however; XO was able to provide a True Flat Rate that provided 1 Toll Free Number, 17 Phone Lines, and 2 Internet T1's for 3Mbps AND FREE Nationwide & FREE Incoming Toll Free Usage. They even provided us an online web portal to make changes on our account without having to contact customer care. We had XO for over 12 months now and the service has been up 100% (knock on wood). I would probably say the best thing about XO is that there were able to reduce our monthly bill and also upgrade our communications to T1 service. We already referred 2 customers to XO and they credited our account $500 each time as a thank you. I would recommend XO to anyone.......Call my sales rep @ XO (213-607-4007). I guarantee he will provide you with any solution you're looking for and give you free advice.
Followup comments: 
BadService
@rr.com
|  Lies and misinformation
| |
| |
telwatch
@comcast.net | Re: Lies and misinformation Your angry is understandable when you talked about the services from Allegiance Telecom before they went bankrupt. Out from the bankrupt, the Company may become a formidable competitor. | |
|
cady
@cox.net
| XO leadership is lacking A company is only as good as their senior leaders. The CEO (Griver)and his staff (Rehberger, Burke and others) are just waiting around for someone to buy the company because they all have lucrative buyout packages. Their bonuses are tied to cutting costs, not providing decent service. If your service happens to "work great", thats because your Bell facility is good; you're just lucky. XO is hamstrung by Ichan and the instant he finds a buyer, its all gone. XO sucks, their leaders duck and the are doomed in the long term. | |
| | IT broadband
join:2002-07-25
Los Angeles, CA
·XO COMMUNICATIONS
| Re: XO leadership is lacking I actually have some experience in what you're talking about. Any CEO at any company share the same vision. Money Talks. If you truely believe XO sucks for trying to increase their pockets, then you hate the world. Again, all companies wait to be bought out for $$$$. In any case, any company you deal with should have a strong profit plan to ensure they will be there in the future. | |
|
DANINPHX
@xo.net
| XO is Terrible
XO had a good price.
XO sent an installer and he was late.
He then got it and said there was a problem with the wiring and that we would have to run wires. We have several full time electricians working here ... He was very rude to the head electrician about the wiring that he had done himself. He was very loud. Complaining all the time yelling at people on his cell phone.
And then we actually got the service.
From day one we had huge echo on the phones whenever we called one of our outside offices. They blamed the phone system. It took 6 weeks for us to prove it wasn't the phone system.
Also from Day one they assigned our IPs to us and another customer at the same time. So none of our advanced internet right options worked right.
Then there were the outages. It would go down, I'd reset the channelbank, and it would come back up. We could either not be able to get incoming calls and be able to make outgoing calls or vice versa. This has happened 7 plus times over the past two days.
Thank god for the 90 day cancel policy | |
| | IT broadband
join:2002-07-25
Los Angeles, CA
·XO COMMUNICATIONS
| Re: XO is Terrible Sorry you experienced such bad service from XO. I can't complain since everything for our company went in the right direction. As with any company, you will have a few bad apples but overall, I believe XO is one of the top telecom companies out there. For us, they provided everything: FREE Upgrades, Reliable Service, & most importantly...cost savings. As for the 2 customers I referred to them, they call til this day to thank me and XO credited our accounts for each referral we sent them. They have good service and help existing XO customers reduce their bills further by offering referral checks. | |
| | | digmax
join:2007-10-19
Plymouth, MA
·XO COMMUNICATIONS
| Re: XO is Terrible Not sure where you are located or what Rep's from XO you have, but our experience has been the worst. For 3 years I have spent countless days and nights trying to get XO to provide a minimum level of support. I find XO to be very rude, unorganized, poorly managed, trained and unreliable. | |
|
Fed up with XO
@newcb.com
| Do not go with XO, unless you like waiting When I started with my employer three years ago they had XO service... on a 5 year contract!!!! I wish I had been there when they signed up to talk them out of it. Anyway, two and a half years later our contract has finally expired, and we are finally able to switch service to a real provider. Typical XO response time to customer service requests, orders, and changes can be measured in months, not days or even weeks. As far as hidden charges go? they are king, rivaled only by AT&T. Save yourself the headache, do not go with XO. | |
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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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Review by mrbiker
Posted: 1 year ago
member for 1.6 years, 4 visits, last login: 246 days ago
Los Angeles,Los Angeles,CA
Business customer
$1300 per month (36 month contract)
about 25 days
"Always up (99% plus)"
"Service changes take forever!"
"Once we were set up, we were happy"
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I switched our company to XO in October of 2001. We moved in June of 2005 and renewed for 3 years.
We have all phone lines and internet service with XO. That includes local and long distance minutes. We have 18 lines on a T1 along with 1.5Gb data service.
We've had 3 outages in 5 years, 2 were short, the third was for 6 hours. Every time, they got right on it and got it fixed. They always follow up with a call and never close a ticket unless you are happy - or don't respond to at least two follow up calls.
If you want to change your service, they tell you it can take up to 30 days - and they ain't kidding!
I got stuck in the auto-renew clause on the first contract - though I didn't mind, I don't like being fooled, either.
So our costs are flat rate - we never pay more for service than promised except for international calls.
So the phone and internet service has been great and the technical service has been great.
Our complaints are minimal and as of July '07, I'd recommend these guys to anyone.
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Review by edamon
Posted: 1.1 years ago
member for 7.2 years, 325 visits, last login: 6 days ago
Marina Del Rey,Los Angeles,CA
$45 per month
about 2 days
"Wickedly fast - having come from ygnition which sucks.. this xo has been great. 600 Kilobytes down..."
"none so far."
"Great deal for the money."
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For the last 2 years I've been stuck with ygnition.com -- as the property I live that made some backroom deal with them. They had 3 T1 lines to support a complex that is 40 acres and 1000 units.. you do the math. Fastest speeds were 600kbps -- and only in the middle of the night. Latency made online games unplayable, as it was in the 150-200ms range on average.
Finally, consolidated bought out multiband to offer the directv service here and decided to offer broadband over the coax they now own.
Consolidated resells XO.com for their broadband.
For $5 bucks LESS a month than ygnition, I got a 5mbps down - 768kbps upload connection vs. 200-600kbps down / 300-500kbps up with ygnition. Couldn't be happier. Downloading at 600-620KB/sec vs 50-70KB/sec is like night and day.
The modem was installed 2 days after the order was placed. Can't beat that stick with a snake....
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