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XO COMMUNICATIONS page on DSLReports
Six Month Rating

Reviews:
bullet 229 reviews (70 good) (96 bad)
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Review by (hidden by request)

  • Location: New York,New York,NY
  • Cost: $1200 per month (36 month contract)
Good "The service is fairly reliable"
Bad "Worst support ever"
Overall "For the amount of money we pay a month we get less support than I've ever seen."
Connection reliability:
Tech Support:
Services:
Value for money:

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.

(review was emailed from domain mapdigital.com)
lodged 3.1 years ago

Comments:

Review by (hidden by request)

  • Location: Manhattan Beach,Los Angeles,CA
  • Cost: $500 per month (36 month contract)
Bad "They did not properly install the services, now after 2 months this is still not corrected"
Overall "Advertized number still reporting DISCO"
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This is Company has nice people who do nothing. We have one number that is still not functioning. The DIDs are not correctly configured. They ignored the instructions at install, and now want to charge us to "Change the DIDs" They have on eight separate occasions committed to correct the problem with the non-working number. They do nothing and reply after a few days that the trouble ticket is closed and the item marked as repaired. It has

never been repaired. They are now proposing that I pay a technician several hundred dollars to correct the problem and requesting copies of all the original orders. Those have been provided, but nothing has happened.



(review was emailed from domain cihcsp.com)
lodged 3.1 years ago

Comments:

Review by rtfm See Profile

  • Location: Washington,District Of Columbia,DC
  • Cost: $375 per month (36 month contract)
  • Install: about 30 days
  • Telco party XO Communications
Good "Less expensive than DS-1 for more BW"
Bad "Less reliably"
Overall "mixed bag"
Pre Sales information:
Install Co-ordination:
Connection reliability:
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My Other Reviews

·Mediacom
Our local very reliable ISP, »atlantech.net offered to move a small business client from an existing DS1 to a XO-provided "Ethernet over Copper" setup.

Once you run the offer through the BS filter, what comes out is: it's multiple DSL circuits, run into a Hatteras Networks box that bundles the circuits together. They can use from 2-8 circuits, it appears. Then you get it delivered to you as Ethernet. I'm not clear if the other end, the CO box, talks directly to the ISP or not.

They do this because the price difference between leasing DS1 loops and DSL dry circuits is substantial. Further, it degrades gracefully; i.e. lose a pair and the others keep going.

So my client went ahead and got the 3Mb version. First hassle was renumbering, since it's a XO IP block, not Atlantech.

Installation was no problem but we've had issues on how much bandwidth it's actually delivering. XO has diddled with it several times, including a Verizontal callout to fix one pair.

Presently it seems to be working to/beyond spec. They claim it is over-provisioned; and I have gotten

> 2078MB 347.2KB/s 1:42:10

on a scp download test from a box in their colo space. But will it be stable?

So it's now running, but it does it suffice as DS1 replacement?

First issue is it is XO's circuit, not the ISP's; they have to work all tickets through XO.

Secondly, XO and only XO has even read-only access to the Hatteras Networks mgmt interface; which disturbs me. [I've confirmed this with a friend running an ISP in another state; they too sell the XO product.]

Third - it is not treated as HiCap by the telco, and XO does not appear to notify us *or the ISP* when they are doing maintenance on it. They've pulled it down at 3AM for a router code upgrade without warning. And it appears to drop out for a minute or so at ~6AM daily. Both are tolerable except we have alarms [Uptime Robot] that then fill various mailboxes....

So it's a mixed bag. It's cheaper than multiple DS1's. [The 3Mb is cheaper than the sole DS1 it replaced.] But it clearly is something less than the 24x365 DS1 we had for years.

Be prepared for some setup hassles, test it, and do not let it slide. If your local ISP is as good as ours, it can be worked out. I'm told by my friend that the ISP has 30 days for XO to get it right; and if it falls short, XO has to step up, including adding more DSL pairs if required. After that...

member for 9.2 years, 605 visits, last login: a few hours ago
updated 3.3 years ago

Comments:

Review by cepler See Profile

  • Location: Columbus,Franklin,OH
  • Business customer Business customer
  • Cost: $1200 per month
Good "Link appears to operate OK"
Bad "Customer service is one of the worst in the industry."
Overall "Avoid."
Pre Sales information:
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I had issues with XO at a previous employer when our T3 circuit was having issues. It took WEEKS for them to even START looking and doing something about the issue. I thus had reservations when my current employer wanted to use them for one of our transit links. Install coordination was not the best, many billing/address items were incorrect. Coordinating BGP peering was not very smooth as well. And now I simply tried to open a ticket received a ticket, asked for E-Mail address to mail details to and send them over only to be referred to another email address, then another, and yet another at which point I told them that I give up, they win.

member for 8.5 years, 8 visits, last login: 3.3 years ago
lodged 3.3 years ago

Comments:

Review by (hidden by request)

  • Location: Purgato
  • Cost: $1200 per month (36 month contract)
Good "reasonably stable"
Bad "God help you if you need ANYTHING from them!"
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Worst. Support. Ever.

I had a call open with them for 6 weeks, with me calling in weekly or
every other day and never getting a callback. Each time the person who
answered would be more and ore indignant on my behalf, but I NEVER got a
call back. I finally coerced one of my people to call XO and stay on the
phone- not getting off until it was escalated and we'd spoken to a tech.

3 days later, they came onsite and did the support work we wanted. That
was a cluster too- they couldn't find the password and had to reset to
defaults, and then put the settings back in.

2 weekends ago, we lost power to the router and when it came up, we were
down. Yep, tech hadn't done a write running config, so we were on factory
defaults! Waited on the phone for an hour before they dropped my call.
Called back an hour later, and was told there was no escalation possible
until 4 hours had transpired. 4 hours from THIS call, of course.

You can't make this stuff up. Finally got a tech out that night, after
having someone get on the phone and refuse to get off.

Terrible, terrible company. Firing them for FIOS and looking forward to
a fight with them over billing!



(review was emailed from domain napc.com)
lodged 3.4 years ago

Comments:

Review by pderby See Profile

  • Location: Arlington,Arlington,VA
  • Cost: $69 per month
  • Telco party XO Communications
Good "rock stable"
Bad "slow"
Overall "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.

About a year ago my circuit has become "flakey". My circuit is an ATM bridge and when it goes down I have to power cycle my ADSL modem to restore service. I've called and opened tickets several times with XO. I've reached out to COVAD indirectly about the circuit and they suggested I upgrade my 11 year old Speedstream 5250 modem to something more recent, which I did with a Netopia R7200-T. The circuit still drops and I power cycle to restore. So upgrading the modem didn't do anything to solve the circuit reliability problem. The XO customer support and follow through have dropped substantially in the last year.

member for 12.2 years, 125 visits, last login: 1.7 years ago
updated 3.4 years ago

Comments:

Review by (hidden by request)

  • Location: Columbia,Howard,MD
  • Cost: $3000 per month (36 month contract)
  • Telco party Verizon
Good "nice people"
Bad "Everything but the people"
Overall "DO NOT USE XO"
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I have worked with a lot of Vendors over the last 20+ years and XO has to be
the worst. Their pricing looks good but you may never see what was promised.
The service is constantly a problem, we have some kind of issue with the
service about every other week. If you want a stable environment for an
office DO NOT use XO.

(review was emailed from domain gmail.com)
lodged 3.4 years ago

Comments:






Review by jhood

  • Location: Ann Arbor,Washtenaw,MI
  • Cost: $753 per month (36 month contract)
  • Telco party TDS Metrocom
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XO is a good second to Speakeasy's support. If you can get to the tech
guys behind the phone tree, XO is really good.

Joseph L Hood

(review was emailed from domain quinnevans.com)
lodged 3.5 years ago

Comments:






Review by Soundbarrier See Profile

  • Location: Boston,Suffolk,MA
  • Cost: $3000 per month (36 month contract)
  • Telco party Verizon
Good "After living with this circuit for 3 years I have nothing good to say."
Bad "Service and support are a joke."
Overall "Never buy from XO!"
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In the 3+ years that we have had a XO 44mbps circuit in Boston we have had multiple service outages that lasted greater than 24 hours, and one that lasted over a week. The customer service is non-existent and the attitude of the company employees from the top down is horrible. I would consider Dixie cups and string before a circuit from XO. A new circuit with another provider is being installed as I type this. I cannot even put into words the level of relief I will feel when we cut off this circuit.

Regards,

-Mike

member for 3.5 years, 0 visits, last login: 3.5 years ago
updated 3.5 years ago

Comments:

Review by mikeh75 See Profile

  • Location: Anaheim,Orange,CA
  • Business customer Business customer
  • Cost Contract price not specified.
Good "Install went well"
Bad "Customer service is non existent"
Overall "Avoid them at all costs!"
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I have been trying to close an account with them on a facility we no longer use for over one year. They are totally non-responsive and every step in the process is mind-numbingly slow. I can't see how they can stay in business with customer service like this.

member for 3.6 years, 0 visits, last login: 3.6 years ago
lodged 3.6 years ago

Comments: