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Review by pdkdsl 
member for 4 years, 6 visits, last login: 11 days ago
updated 11 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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I thought I would update this review. It is now March 2013 and I have all but 1 of my offices on XO. Most have 3.0 mbp Flex with a couple of 1.5's and one 4.5. The service is still as rock solid as ever. I can't remember any significant down time over the last 12 months and the speed is always exactly as advertised.
One thing that I especially like is that I have the same Account Rep and Sales Person for the last 6 years. They know my setup and are very helpful.
I still have one office on AT&T and while they have improved somewhat over the last couple of years, I still think XO is the best bang for the buck.
Best Regards
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 tom
(review was emailed from domain vandykedodge.com)
lodged 1 year ago
- Warren,Macomb,MI
- $2500 per month
- (36 month contract)
- "very low bandwidth for the price, terrible service, unknown evergreen contract, run from this company"
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If your looking for a broadband communication company for your internet.
Don't walk away from XO, RUN, RUN AS FAST AS YOU CAN! They are the WORST
company I have ever dealt with!
Once you sign a contract, they could care less about anything you have to
say!
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 Review by motorola818
member for 5.5 years, 57 visits, last login: 1.2 years ago
updated 1.2 years ago
- Porter Ranch,Los Angeles,CA
- $61 per month
- (12 month contract)
 about 2 days- XO Communications
- "Micromanagement"
- "Technology is old.."
- "Odds are extremely good the world will not end."
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_()
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 | | DSL Extreme bad tech support! VERY SLOW, not picking the phone for 30-40 min in evenings, put on hold and forgot, didn't help in the end at all
I'm and unhappy customer looking for anither provider
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Review by ITDenver
member for 1.4 years, 0 visits, last login: 1.4 years ago
updated 1.4 years ago
- Golden,Jefferson,CO
- 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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Review by cbeard
(review was emailed from domain pacific1lending.com)
lodged 1.4 years ago
- Huntington Beach,Orange,CA
- $1089 per month
- (36 month contract)
- XO Communications
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I signed up with XO for a 3 year contract with them May 2010. I was ok
with the 3 years as I have been in business for a while and we are doing
great and we were paying 1500 per month to Verizon and this would lower
my bill to 1082.57 per month. The first year went great. I then
started to have problems with internet speed about half way through my
contract. I am on 2 T1 lines with my own router. The time it takes for
me to load one page (Google) on the internet took me 3 min and then
timed out. I checked for viruses and nothing. This was going on for 3
days and then I called over to XO and they said everything is working
fine and they would have someone come out and check. They would call
back in 48 hours to verify apt schedule (Ticket number 72009494555. NO
CALL NO SHOW!!!!. I then called 2 days later to cancel my contract as
they are in breach of contract because they are not holding up their
side of the contract. They said that they would send me a bill for the
months remaining (May 2013). This situation is completely bogus. I
still have slow internet connection one month later. I want it fixed or
I want my contract to be over so I can get proper internet speed for my
business. I have 6 computers and have pulled all but 2 offline and it
is still slow to load Google, yahoo, and other search engines.
Can anyone help me and suggest what to do with this horrific company.
I am thinking about hiring an attorney as they said it would be 15,000
to break my contract and an attorney can get me out of contract for
about 5K. Any suggestions would be greatly appreciated.
If I was a new customer - run run run. I personally would never do
business with them. I feel they are unprofessional and I also feel that
they say they will do something and never hold their end of the bargain.
WHAT DO I DO?
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| | XO Communications Here in Australia we have TIO an Ombudsman. Every time we file a complaint against an ISP the company pays per complaint to TIO for a certain amount (with bases of course why you filed a complaint). Amount increase on every level of complaint. I don't know if US has this kind of ombudsman.
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Hala Madrid! | |
| bobnla
join:2006-12-23
Duarte, CA | Change router Had the same issue with them. Change your firewall to force 10 Mbps full duplex to the XO modem.
Fixed our issue | |
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Review by famousreel
member for 1.4 years, 2 visits, last login: 261 days ago
lodged 1.4 years ago
- Buffalo,Erie,NY
 Business customer- $1000 per month
- (36 month contract)
- about 60 days
- "I'm not sure, maybe the um....it doesn't go out often"
- "Customer Service (Billing, Tech, Breaks when you try to use services...)"
- "If and when I need a new communications line I will never, ever choose XO"
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Boy, was this ever an education. I should say I took the job I have now during mid transition to XO, it was quite rocky, and I did not make this decision.
I took it for granted that XO knew what they were doing and spent a lot of time checking our PBX and other systems, but in the end the problems were found to be almost entirely on XO's side. When we made the transition some of our 800 numbers failed to port, and half our DID's didn't port. They told me they ported the numbers but it just wasn't true. After they ported the numbers, all the DID's they pointed them to were wrong. And when I caught the problem and called to re-point them, they tried to charge us for the re-pointing. $25 a number. By far the easiest thing to do was get those charges removed. I'll have to give them that. I called up and they were like, "I will remove them." Thank you sirrrrrrrrrr!
The latest incident was when I called to have 4 800 numbers re-pointed to new DID's. They put the order in and told me its in progress, or so I thought. I called back in reference to DID forwarding until they could re-point the numbers. Here's where they tell me the order was never put in. A manager told me that the agent said I was hesitant about the 25 dollar fee, she flat out lied to protect herself. I have the whole call recorded. When she told me there was a fee, I said that is fine. Clear as day. For those who still would like to proceed with XO communications here are some tips and tricks to help you not want to smash your face with a phone:
-First off, never believe an XO Tech is going to call you back. It's just not going to happen. I've had maybe 5 tickets get escalated to the highest level, each time with a promise that a tech will get back to me within the hour, and it just does not happen. I laugh at the guy when they tell you that now. (This happened maybe 25 times)
Never trust them when they say something is possible, like forwarding a DID. It might work for local numbers but if you forward to another area code your doooooommmmeedd.
Always bet that when you change the system in any way, it is going to break. And when it breaks you pray it breaks in a way that doesn't leave your clients without a phone number. Some of this relates to the fact that a billing agent told me re-pointing 800 numbers was going to be instant when in fact it is going to take 8-10 days. Unless you want to pay the five hundred dollar expedite fee. I feel like this fee is to stop people from calling about updates. (Side note XO lost one of our 800 numbers, its a 800 number for a airline company now, good thing we weren't really using it at that time...)
They, technically, are in violation of our agreement as we speak. I just don't care to be on the phone for hours on end explaining and then re-explaining my problem. Because I know the way they set it up it is not possible to do what is in the contract. Our system is supposed to handle multiple PBX's in a certain way that's on paper but doesn't work.)
No usage details on SIP lines. Only on outbound calls are details available. Other VOIP providers, you can get call details easily. (This is in our contract)
Random thought: The business center website is slow and broken and confusing! You often clicking redundant links to get to where your going. Sloppy.
The documentation they give you to setup boxes is wrong in most places. When hooking up a PBX make sure you know what DTMF setting to use (the documentation I got was wrong).
For those in XO contracts, I just want to get together and hang out. Maybe we could start a group and call it XO Anonymous...
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Review by peggywardlaw
member for 1.5 years, 0 visits, last login: 1.5 years ago
updated 1.5 years ago
- San Antonio,Bexar,TX
- Business customer
- Contract price not specified.
- Southwestern Bell
- "Terrible Customer Service & Billing Dept"
- "BEWARE! XO Charged me $5,500 to terminate my 3 yr contract after 5 1/2 yrs"
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I have a small business and have dealt with several telecom companies for both land line and cell service during the 20 years we have been in business. Many phone companies do not have great billing and customer service but XO HAS THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED! We signed up for a 3 year service contract for phone and internet. We kept the service for over 5 years while experiencing many problems. When we switched to another company, we received a bill for $5,500 for "early termination". They claimed that the contract had automatically renewed for an additional 3 years after the initial contract.
I called billing, got through to Inida. I then called a customer service rep (Agent # 7018) who said that my only option was to either pay the $5,500 or wait for a collections agency to call who could negotiate a lower price. He refused to give me the name of a supervisor and SAID THAT NO ONE IN THE COMPANY WAS AUTHORIZED TO TALK TO ME REGARDING A REDUCTION IN THE UNREASONABLE CHARGE. I completed the 3 year term which, I understand, was required to give them a reasonable return on their investment to connect me. Charging me an additional $5,500 because "I agreed to the terms of the contract" (that the contract would automatically renew for 3 years) is COMPLETELY UNREASONABLE.
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| | Sigh...always a few cheap scates. You agreed to the contract! You either didn't read it or just assumed it was all in your favor.
Learn a lesson from this, and go over the contract with your sales adviser before you agree. Nothing unreasonable about it, as you agreed to the contract. | |
| | | | Re: Sigh...always a few cheap scates. "You should have read your contract" is typical B.S. to expect from companies like XO. I have dealt with auto-renewal issues for numerous clients and involving numerous carriers. XO's contracts are the most customer unfriendly and the sleaziest that I have dealt with. It's not a simple matter of reading your contract. It is a matter of deciphering XO's creative deception that they call a contract. You won't find the automatic renewal clause in the Terms and Conditions of the paper contract they give you. You won't find a mention of Early Termination Fees (ETF) in a logical place such as the Term clause. You will find, instead, in the Complete Agreement clause a URL to a website that has additional binding terms and agreements. The auto-renewal and ETF policy are needles in that haystack. The entire Complete Agreement is designed to bury any customer-empowering information under a pile of arcanely organize verbosity. Ultimately, the purpose is to retain business undeservedly by depriving customer of their right to shop the market. Class action suits have been won against Sprint and Verizon for automatic renewals and ETFs. XO is long overdue for its class action suit. | |
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Review by efk
member for 11 years, 352 visits, last login: 1.4 years ago
lodged 1.5 years ago
- Westlake,Cuyahoga,OH
- Contract price not specified.
- AT&T
- "Reliable connection at agreed upon speed. Prompt install."
- "Billing department is unresponsive"
- "Use caution!"
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3x3 Business Ethernet. Smooth order and install. No equipment problems.
Negotiated and contractually agreed upon monthly cost was not initially honored, and I was charged significantly more. Inquiries to billing department by email and website portal were never answered. Phone calls did receive a response, but I am now 4 months into my contract, and the bill is just now showing the corrections. This is after multiple late notices and threats to disconnect.
Technically, it has been great; billing support is awful.
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Review by (hidden by request)
(review was emailed from domain PhillipsLawPartners.com)
lodged 1.6 years ago
- Los Angeles,Los Angeles,CA
- $1800 per month
- (36 month contract)
- "Nothing"
- "Literally everything"
- "Horrible customer service; impossible to get techs out when problem; rip off"
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XO Communications? DON'T DO IT! Our former carrier was bought out, and
then that carrier was bought out, and eventually we ended up with XO
Communications. What a disaster! The pricing was not competitive, and
on top of paying a premium our service was HORRIBLE. 4 days without a
phone line and all I could get was "We will escalate your trouble
ticket". Every call was answered with "We are experiencing a higher
than usual call volume ..." Really? You would think if the call volume
were that high every time it would be the "usual call volume". But by
far the worst experience was trying to leave them. We changed carriers
and gave XO a full month notice that we would be terminating our
contract which was coming up for renewal. We continued to receive bills
for 3 months AFTER service had been discontinued. AND they sent us to
collection for non-payment. I continued to call to no avail. I was
told that billing had not been given the cancelation order and they
would "push the order through". But they didn't. When I started to
receive collection calls on a daily basis, I was told by our rep that XO
could do nothing about it because the collection agency was an outside
contractor. The fact that XO sent us to that agency seems not to be a
factor! Then, we received an adjusted "final" bill only to discover
that they charged us for service 30 days AFTER the disconnection and 60
days AFTER our notice was given! They said it was in the contract that
they could bill for 30 days AFTER disconnection! WHAT A RIP OFF! If
you want good value and service XO is the LAST COMPANY your should use!
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Review by (hidden by request)
(review was emailed from domain mapdigital.com)
lodged 1.6 years ago
- New York,New York,NY
- $1200 per month
- (36 month contract)
- "The service is fairly reliable"
- "Worst support ever"
- "For the amount of money we pay a month we get less support than I've ever seen."
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XO Communications is the worst ISP I have ever dealt with. It takes multip=
le calls to get anything resolved and they often do not call back when they=
say they will. We have had intermittent outages from them in the year tha=
t I have worked at my current company. Their customer support people are f=
riendly enough, but they have no information on what is going on, when some=
one will call back, etc. Even their systems don't seem to function correct=
ly - when I call in their system didn't recognize our account number or the=
ir trouble ticket number, their website sometimes has issues and the "ticke=
t detail" doesn't list everything the customer service rep can see, so you =
have to call anyway.
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