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Review by Zatharis 
Posted: 6.7 years ago
member for 6.7 years, 2 visits, last login: 6.7 years ago
 Derry,Rockingham,NH
 $350 per month
 XO Communications
CLEC party: XO Communications
 "Everything"
 "Being replaced"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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Okay I have now flamed XO 2x in these reviews.
After many calls on various days into tech support it took till the 10th day for me to loose it totallly and tech support was quickly trained in a new language.
Monday I got a call from 2 managers who even saw my flame here and put 2x2 together.
They sent a Covad router tech out finally yesterday.
He found what was called he(ck)(x) errors, low ability to use bandwidth and a high drop of packets while transferring data. He mentioned he could see many obvious errors in the log and they continue to build, he showed concern/confusion to why XOs dial in techs didn't see it? I dunno, he did mention though, the line itself can create these errors, so we tested at the source. He did a stress test and reported to me it was a 22, he then said it should be 10 (we have 2900 loop) he also said something about an IW6 not being good (dunno). We went back in after testing and hooked up Flowpoint, here's where it gets good. The darn thing died right then and there he couldn't even get out with his laptop only connected. This is also where it got funny, he put the new router in and configured everything did some tests and said "It works, let's test it" I did some basic FTPs first couple had problems and once the system settled down and we stopped bumping wires, we got 799K inbound and 696K outbound right where we've always been.
**** While talking with the managers I did note the VPN not only acting up, but a quirk about a user logging in and coming up different****, which clearly made it to the tech, because just the mere mention of VPN returned with "I can't help you". Well I don't want help, I know how to do it. In fact the second router I bought is configured and ready. Oh and you managers I figured out why the user came up wrong. The "new" router only works with Preshare keys which can either be the same on all users or different. Our Old VPN used another identifier with a preshare key. The old VPN was configured with same preshare key different ID. When any user logged on, the same preshare key put them into a pool and called all users by the first accounts name, so apparently it is supposed to be that way and offsite testing and setup proved that point. The new VPN although I thought I was creating individual users actually creates pools and anyone with a key gets that pool, all users (my mistake) had same key, anyone who logged on got the first pool available which seems to work alphabetically backwards thats why all users logged in as "tara" per per our conversation T was the last on the list, first in the key pool, and everyone ended up there, like it or not. I don't mind as long as it works. I will find out in a couple hours, it works offsite it should work there all I have to do is put Correct IP and Subnet, and yes I know what they are believe me.
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Review by laurad
Posted: 6.8 years ago
(review was emailed from domain protravelinc.com)
undisclosed location
Contract price not specified.
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Could someone please advise us of the broadband
connection at this office.
Thank you
Laura D'Angelo
Protravel International
160 South Livingston Avenue
Livingston, NJ 07039
Tel: 973-994-2999 x 118
Fax: 973-994-3092
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 Review by en102
Posted: 7.1 years ago
member for 8.8 years, 1893 visits, last login: a few hours ago
Northridge,Los Angeles,CA
Contract price not specified.
XO Communications
CLEC party: XO Communications
 "Speed"
"DS3 $$$ Cost"
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Great speed on this connection
2002-10-15 13:32:44 EST: 27038 / 19933
Your download speed : 27038545 bps, or 27038 kbps.
A 3300.6 KB/sec transfer rate.
Your upload speed : 19933554 bps, or 19933 kbps.
Seems like broadband .. above the 1mbit barrier!
2002-10-15 13:40:49 EST: 25493 / 20547
Your download speed : 25493485 bps, or 25493 kbps.
A 3111.9 KB/sec transfer rate.
Your upload speed : 20547945 bps, or 20547 kbps.
Seems like broadband .. above the 1mbit barrier!
Test running..Downloaded 60900bytes in 59ms
Downloaded 696000bytes in 152ms
First guess is 36631kbps
a FAST line - now test 3mb
Downloaded 1679100bytes in 375ms
** Speed 35820(down)/na **
(At least 716 times faster than a 56k modem)
Finish.
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Review by CEO8
Posted: 7.3 years ago
member for 7.3 years, 4 visits, last login: 7 years ago
Berkeley,Alameda,CA
Contract price not specified.
XO Communications
"nice people in the sales dept"
"worst customer service I have ever -- EVER! -- encountered"
"cancelling this service immediately - it's the time wasted that really hurts"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
(ratings below consensus)
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We ordered 1500/1500 DSL for business. Order processed fine, came in in a timely fashion, line installed OK. Then it all went to hell. Tech came out when only my bookeeper was here to install the router. He put it in the phone closet where our router from Sprint is. Told my bookeeper that all we had to do was unplug the network from the Sprint box and plug it in to the XO box. Next day, I plugged in the box and nothing worked. Spent 1 hour on tech support, where I was told that even though I ordered 1500/1500, they were "provisioning" me for 1100/1100. Thanks. Spent an hour with a tech who had us tweaking settings on the PCs to try and make it work to no avail. Had to leave (I have to make a living, you know). Called back later, got another tech who announced that since she could connect to the router from her end, it was our problem, since "XO doesn't deal with network problems." Problem identified as needing a cross-over cable. Told them to send a tech out to make it work. She agreed, but told me that it would be billable service since it was our fault. Worst customer service tech I've ever talked to. Clearly, she sees her job as protecting XO from vicious customers like myself. Thought it might just be one bad apple. Called back. Got a supervisor on the line. He went through the same song and dance with me -- since my bookeeper had "signed off" on the installation, having them come out to make it work would be billable. Finally got through to another customer service supervisor -- clearly, it's not one bad apple, its company policy. Got him to agree that my bookeeper wasn't qualified to sign off on installation. They sent another tech out yesterday. The solution required was that they had to move the router from the phone closet up to the area where the LAN hub is. No way this was something we could have done. Got it up and running. But the kicker is we're "provisioned" for 750/750. Got throughput speeds of 575/535. That's a third of the speed I ordered. It's half of what Sprint's given us. Called XO at 8 am. Told at that point about the provisioning for 750. Thanks for letting me know. I ordered 1500 and get set up for 750 without notice of any type. Was told that our speeds did seem low, and a repair / service ticket was opened. Called back at 1PM to see what happened. No new info. Called again at 3PM. Told it was our fault for having a "poor line." No one ever called. I'm just supposed to live with 1/3 the speed I'm paying for?
The worst part about this is that even with all these problems, they probably could have kept my business just by simple customer service. My prediction is that XO will be out of business within 12 months due to the atrocious state of customer relations that is clearly acceptable to the company and may indeed be company policy. Don't blame me for your lack of professionalism - your installer put the router in the phone closet instead of where it belonged, and then hoped we wouldn't notice it didn't work? And then your CS staff wanted to blame me for that? Charge me to get it right? I've spent over 3 hours just dealing with these losers, and the bottom line is that the service stinks. And no one on their staff could give a flying whatever.
There is NOTHING this company could do to keep my business.
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Review by PeterBBshp
Posted: 7.3 years ago
member for 7.3 years, 63 visits, last login: 5.7 years ago
Mountain View,Santa Clara,CA
 Business customer
$109 per month (12 month contract)
SBC
CLEC party: Covad
"Wide variety of choices to solve web-site issues when DSL service poor."
"Technical excuses from tech support instead of stressing solving problem with other services."
"Do not insist on great DSL if service is poor at your location. Look into web-hosting to help solve problem."
| Pre Sales information:
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(ratings above consensus)
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We recently needed to shift around our DSL services, and we
had a little adventure, but primarily because our new location
is a little far from the central office.
We wanted to run at 400Kb, and the installer thought we could
do it, but the speed did not stay at 400 for long. Dslreports
claimed I was 13880 feet from my CO, but I suspect I am up to
3000 feet further from my CO than that. I finally determined
that my location will only support 272 Kbs, and even that has
occasional hiccups that I can solve by rebooting the router.
XO Communications worked with us to help me reach these conclusions.
They didn't call me back often, but I could reach them and talk
to their tech people. We have been long-time XO customers. After
reading all the reviews at dslreports, I decided that it would
be better to survive with XO than try to find a better ISP.
Once I did that, I talked to XO sales, and was able to find an
even better solution to my problem. XO offers very inexpensive
web hosting features at bandwidths higher than I cared to pay for
(you don't pay for bandwidth, only for GB per month of traffic).
By combining inexpensive web hosting with DSL, I was able to off-load
the high bandwidth needs onto my web hosting, and retain DSL to
run my web server that is running custom software, all for the
same price as a few mailboxes, domain names, and IP addresses,
and higher speed DSL.
The key to success with XO communications is to avoid
overblown expectations for the quality or speed of DSL
service, and also to seriously consider their inexpensive
web hosting as a way to deal with the problems of DSL.
Peter Bishop
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Review by (hidden by request)
Posted: 7.3 years ago
(review was emailed from domain pemicro.com)
Boston,Suffolk,MA
$299 per month (12 month contract)
Verizon
CLEC party: Covad
"Unreliable, Poor Technical Resolutions"
"Not sufficient for business use"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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We originally signed up with concentric networks several years ago for a
business class SDSL 1.1Mbit connection. While it was concentric, and
even initially XO communications, the service was very reliable. It went
down every 3-4 months for a 1/2 day. For the past year however we have
been having outages almost every week. I wrote a ping utility to test
our connection. Almost 90% of the times we have had a problem, the
packets were being lost within the central office between the DSL modem
there and what they call their "Redback" router (the connection to the
DSL modem at the remote central office was fine). We would call,
complain, and a day later - presto things were working again. The next
week we would have the same problem. XO seems to want to resolve the
problems we have been having but also seems unable to do so. There is no
talking to well versed technical support people as they shield you with
front line techs.
I asked them why they are not monitoring the internals of their network
(note the problem is not between my office and the central office, but
rather within their own routers). Their comment to me was if I wanted
them to monitor their own network, I should switch to the much more
expensive T1 connection. The DSL service was only checked if their was a
complaint. When I asked what I was paying for with business class, they
told me if I wanted more I should switch to the much more expensive T1
connection. It doesn't occur to them that I am not willing to throw good
money after bad.
Our contract with XO communications is up this fall and we will be
looking for another provider.
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Review by gcpeters
Posted: 7.4 years ago
member for 7.4 years, 9 visits, last login: 3.3 years ago
Lawrenceville,Gwinnett,GA
Business customer
$128 per month (12 month contract)
 about 30 days
BellSouth
CLEC party: Covad
"Great Service from Concentric to XO Communications."
"Great Service from Concentric to XO Communications."
| Pre Sales information:
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(ratings above consensus)
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Great Service from Concentric to XO Communications. Any issues that I have had have been resolved quickly and promptly by XO tech support. I've only had 4 connectivity issues in 2 1/2 years of service.
Great service and support.
Originally I had an install delay due to BellSouth, but Concentric (XO) dropped all install charges and gave me my DSL modem free.
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Review by jaming
Posted: 7.4 years ago
member for 7.9 years, 96 visits, last login: 101 days ago
Brooklyn,Kings,NY
$341 per month (12 month contract)
about 131 days
XO Communications
CLEC party: XO Communications
"Nothing really"
"Sales = Con men, worst reliability in service, tech support lies to you."
"Hope the chapter 11 goes through soon."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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After talking with XO’s hungry sales team I received an amazing deal. 2.3 Megs SDSL, %10 off $399 which put my price at $359 and 32 ip’s. This turned out too good to be true. It took XO 131 days to have it installed; admittedly it was some of Verizon’s fault here. I needed to find a place to host a few web sites for my small web company. After the SDSL was installed it worked for four days. Then I spent two and half months and fifty phone calls with XO to have it fixed. Most of my customers bailed at that point. After it was fixed, they said from then on it would only work at 1.5 Megs and they promptly removed my discounts and raised my price to $379. They never sent me a rebate for my SDSL router which they applied a $150 charge to my bill. I said I wanted out of the contract and they said it would cost $3790 to buy my way out. I called XO around another 20 times and wrote a letter. Finally, after all that, I received two months free and my monthly contract went down to $341, an $18 savings for a 1/3 loss in bandwidth, what a rip off. The service is completely unreliable. I have over 20 support tickets and the service goes out every other Thursday or Friday and stays down till late Monday. What are they doing over at the central office? I decided to monitor my line with What’s Up Gold, so I have a good log of my crisis.
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Review by Sorandy
Posted: 7.7 years ago
member for 7.8 years, 39 visits, last login: 5.2 years ago
Arlington,Arlington,VA
Business customer
$180 per month (12 month contract)
about 20 days
XO Communications
CLEC party: XO Communications
"Fast installation, great customer support"
"Service Speed"
"I need more speed for my money!!!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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(ratings match consensus)
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SDSL 400Kb/400Kb 13 Static IPs for $180 per month, 12 months, Effiecent Networks Speedster 5851 router $250.
Basically it came down to speed. If I am going to pay $180 a month for minimum 400K/400K SDSL I want it to be just that. After many speed tests (from bandwidthplace.com) I was very dissapointed at my 340K downstream and 230K upstream speed. Not even close to what I asked for. That's the bottom line. Some other problems where that I thought I would be getting a block of 16 IPs, come to find out that it's really 14 useable, well really 13 because the router needs one. Speaking of the router, a Speedster 5851, I paid $250 for it (after my $100 rebate, not that huge a savings) but the tech who set it up never left the users guide or the configuration CD, if I'm paying $250 for it I want everything it comes with especially the stuff I need to configure it. I did think for a huge national ISP they could have had a better testing site to send me too to do tests on my speed. Their site was just a blank page with a link to a file to download and I was supposed to look at my browser's transfer rate for my line speed. There was no test for uploading. I just was really dissapointed in the after installation part of XO. I thought the sign up was smooth, the appointments were timely, even the phone support when I called in to open up trouble tickets was ok. I just couldn't live with the speed for that amount of money. The rumors of bankruptcy didn't help me feel better about them, I had to pull the plug.
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Review by memphis
Posted: 7.8 years ago
(review was emailed from domain shredit.com)
Memphis,Shelby,TN
Contract price not specified. (36 month contract)
XO Communications
CLEC party: XO Communications
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
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I just wanted to let you know that our Sales Rep, David Manley and Tech
Rep Shandy Ellis Brown (in Memphis), as well as the Nashville group,
have successfully got Shred-it up and running on DSL for VPN use.
The new setup that we acquired from XO is headquarted in Memphis. Nashville's
VPN is running through XO managed Cisco routers on DSL connection. This new
setup saves Shred-it about $500.00 per month in long distance charges compared
to the ISDN connection that we had before. Not only that but we now browse
the internet super fast and XO provided a router that enables the entire
network to surf the internet super duper fast.
EVERYONE was a tremendous help in getting this new service implemented
and it is working wonderfully, so far. We have not experienced any
problems, but have only been running on DSL for about 1 week now.
I know that we are in great hands when it comes to support. I have
received 2 phone calls giving me a great deal of info on contacts within
XO. That is great. I greatly appreciate everything everyone at XO has
done for us and know that if I have any problems all I have to do is
make 1 phone call (depending on the problem) and it will be resolved in
an extremely timely fashion.
Great job on making an existing customer happier with XO services.
Thanks,
Laura Presley
Shred-it
Office Manager
901-365-0080
memphis@shredit.com
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