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Review by bboyblue32 
Posted: 8.4 years ago
member for 8.4 years, 5 visits, last login: 6.4 years ago
 Brooklyn,Kings,NY
 $69 per month (12 month contract)
 about 90 days
 Verizon
CLEC party: Covad
 "Used to be reliable"
 "Random Outages for hours at a time"
 "Its time for a different ISP XO sucs"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
ISP SWITCH
I am posting to see if anyone who currently has XO, has done a successful.
ISP switch. I am thinking about moving over to Speakeasy.net, and they
say they provide this ISP Switch, in which you basically get to keep your
current set up and they will match your DSL package for one of their own.
They will switch your ISP from your old to them....
BUT.....
You need to get this ISP RELEASE FORM, filled out by your current ISP
and the fax it to Speakeasy.
I am wondering if anyone out there has done this to any success. I have
read on the board that people have done it but. I need someone on XO
Because even the managers are like HUH, whats that?.
Any assisstance in this would be helpful thanks.
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Review by JNanas1
UPDATED: 8.4 years ago
member for 8.7 years, 30 visits, last login: 8.4 years ago
Brooklyn,Kings,NY
Contract price not specified. (12 month contract)
Verizon
CLEC party: Covad
"After the XO-Concentric merger - absolutely NOTHING."
"Amount of uptime for circuit = amount of sunny days in Seattle. 20%?"
"Stay far, FAR away - unless pain and suffering is your thing."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
*** UNFORTUNATELY, STILL MORE UPDATES ***
Just in case you're wondering why I've posted 5 pages worth of material....
I work on a daily basis in information technology management. I'm a busy guy, and don't have time for this crap.
I signed up with Concentric at a rate double what every other ISP was offering, simply because of SERVICE. I paid double, I expected excellent service. At the time, Concentric delivered.
XO decided to kill whatever goodwill there was when they bought out Concentric. If you want only business customers, hey - it's America. You pick and choose what you want to sell. Just send everyone a letter and say 'sorry, but you're screwed. Sincerely, XO'.
They didn't do that - why? Because they figured if we jerk everyone around, we'll make money in the process. They are STEALING.
I cancelled this account almost two months ago. I have WRITTEN E-MAIL CONFIRMATION from THEIR account rep. Do I still get bills? You betcha.
Now, I'm on a mission. I must tell you all just how bad these people are, because they're lying thieves. They are not getting ONE DIME of my money, and I will spend HOURS of my valuable personal time in order to make sure they don't get YOU the same way they got me.
Please stay away from them. I don't work for an ISP - and I won't recommend one. There are several excellent ones, based on the reviews you'll find. The DSL field is unstable these days, so watch your initial equipment outlay. One thing I can tell you - DO NOT DO ANY KIND OF BUSINESS WITH XO COMMUNICATIONS.
Sorry for the caps. It's just how I feel.
-John
*** OH YES, STILL MORE UPDATING ***
Got another bill today. Did I mention last week that the line would be disconnected, as per my request, and that an 'analyst' would be calling me back?
Guess what? It hasn't been killed yet, I haven't been called by an 'analyst', and the telephone number on the bill (the one I was lambasted for calling, supposedly that I had the 'wrong number') is STILL ON THE BILL.
The funny thing that stands out - this is supposed to be a COMMUNICATIONS COMPANY. Isn't that just too ironic for words?
STAY FAR, FAR, FAR AWAY FROM XO - ESPECIALLY BUSINESS CUSTOMERS
*** YET ANOTHER UPDATE - STILL NO CLOSURE ***
How can it be that a consumer cannot close out an account? I've had this useless line dangling off my demarc for over 2 months now, and as another billing cycle approaches, I only managed to get through to a customer rep today.
The result? No - my line's not cancelled - yet. It might take up to a WEEK to cancel the account.
As for the two months worth of bills? Well - an 'analyst' is going to look into my case, and call me back. Joy. Can't tell you how relieved I am.
All in all - it cost me at least 40 hours of labor (and I don't charge companies low budget rates, so why would I do any better to XO?), hundreds of hours of downtime (which don't matter to XO - I'm only 1 guy - excellent principle to base customer service on), and many, MANY updates to DSL reports.
I don't care - as long as you, my fellow consumer, does yourself a favor:
STAY AWAY FROM XO
If I've saved at least one person, I feel like this wasn't all for nothing.
*** STILL UPDATING ***
OK - I got cable modem service over a month ago (business customers note - this is a very good idea - this is more stable than my XO connection EVER was). I've been trying to cancel a DSL service that IM NOT EVEN USING BECAUSE ITS DOWN for over two months.
Good luck.
I re-iterate - stay far, FAR away. If you're a network engineer or admin - you don't need the aggravation of a line that will be down without any means of troubleshooting it (at least with a decent leased line, you can check your router. This POS doesn't have any diagnostics, other than dealing with Level1 support).
If you're an end user - be you business or residential - STAY AWAY. I'm a technical person, and never had any luck with these folks. A newbie? God bless you - you'll need some kind of divine intervention to keep it working.
*** UPDATED YET AGAIN ***
How's this - I call billing, and can never get through to them - but their laser printer works like a champ - I got another bill yesterday.
So I decided to fold it up into another enveloped, and write a sincere yet borderline insane letter about how a company could be as blatantly incompetent as XO.
The really sad thing - despite the fact that they didn't live up to their contract (and no, I'm not a Northpoint customer) - and despite the fact that they haven't provided service in two months - these morons could screw up my credit if I don't pay these bills eventually. How fair - they bill me for a service they're not providing, then send me bills that I have no means of repudiating. Top it all off - short of suing them (which would get me nowhere), I'm stuck.
No more DSL for me - thanks, XO - you ruined what was a great Concentric offering, and managed to screw up stellar service by Covad, pushing me into the hands of evil Time Warner. I hope you get what you sorely deserve - bankruptcy.
*** UPDATED AGAIN ***
Can't even BEGIN to tell you how far away from these so-called 'people' you should stay. A company with the word COMMUNICATIONS in the title should at least have a billing phone number you can call.
I've received my second bill - unpaid, of course - AS I DO NOT HAVE WORKING DSL.
I've tried to leave messages - but, as their answering machine states (after you've been on hold for 4 minutes) - "No more room for messages. Press '0' for an attendant (press 0) No attendant defined - GOODBYE." (CLICK)
If this is what you want - the kind of people who can't even maintain their own ANSWERING MACHINE - then by all means, go with XO Communications (should be called KO Communications - if you've got ANY kind of connectivity, it'll be knocked out shortly).
*** UPDATED ****
How's this? I'm still down. It's been over 30 days. Time for a credit, right?
Even worse - to get a credit? Call their billing hotline. This is what I heard:
"Thanks for calling XO Communications Billing. We're unvailable right now - please leave your name and number after the beep, and we'll get back to you. Thanks for using XO Communications!"
In an answering machine robot voice - "No more messages can be recorded at this time. Press 0 for the attendant."
same voice - "No attendant has been defined. Goodbye."
Is this the service you want? If so - RUN, don't walk, to get XO. You'll be able to pay all the money you want and not get a DROP of service.
I am a DSL customer in Brooklyn, NY. I use the cough because I have no DSL service of which to speak. Unless a modem occupying space and wasting power counts for DSL service.
This is going to be what seems to be a long whine session, so
I'll start off by summarizing - unless you want pain and
suffering, don't bother getting ANYTHING from XO.
I was a customer of Concentric's going back one year. The
service I got from them was never less than outstanding. Sure,
the occasional outage happened, and that should be expected
with DSL (it's a new technology, it's got a huge demand, and
there are all sorts of problems with this whole ILEC/CLEC/ISP
arrangement). For the most part, I was a happy camper, paying
$90 a month for good service.
Then - Nextlink decided to buy Concentric, and become XO
Communications. Culminating in, for lack of a better term,
service going into the crapper.
Now - I'm no gamer. I'm not looking for lightning fast ping
times, or 100% availability. I work as an IT professional, and I need my VPN access. I want reliable service, that will be more on than off.
And when something happens, I expect honesty, and effort from my provider,
giving me some reassurance that SOMEONE, SOMEWHERE, is working on my problem.
My fault - I expected something XO does not want to offer.
Within the last 3 months, I have opened no less than 6
tickets. I've had intermittent service, which accounts to the
service being up no more than 60% in any one day. I'll venture
to guess, by my ping testing, that I've had about 2 productive
DSL hours per day for the last 3 months.
Escalation - well, for starters, XO's first level of support
stinks. Not that they're not polite - they just don't know how
to escalate problems.
2nd tier support? Hardly. These guys are first level support
that know how to double click on a 'Pingtest' icon on their
Windows workstation. So - where do we go from here?
Who knows. I've had this last ticket opened since 2/27 (and
I've forced them to keep it open - they're itching to close
it). Any assistance since then? Well, I've had them blame
everyone else, from Covad to Verizon. Like I said before, I
understand the whole ILEC/CLEC arrangement, so if this was a
matter of Verizon not coming out to fix something, I'd
understand. It's not. I've had to take 2 DAYS OFF - unlike
those at XO, I work for a living, and taking 2 days off is not
easy for me. Have we fixed it yet? Nope.
Now - this past weekend, I finally manage to wrench the
following out of the XO braintrust - they're having problems
with their redback in NYC.
Thanks. That makes those two days off, and numerous phone
calls with no results, all worthwhile.
Am I up now? Nope. Will I be up any time soon? Your guess is
as good as mine.
I would go so far as to post the names of the people I spoke
to, but I won't. If someone should DARE insist on it, I will.
I've kept a complete log of dates, times, names. What good it
will do me, I have no idea.
The bottom line - people there are polite. I'd rather have
rude people, if they got the job done. These people do not.
They don't care about their customers - they say they'll return
my calls, they don't. They say they'll escalate - they don't.
They say they'll fix things - they don't.
My final summary - if you need DSL service, exhaust ALL options
before going with these folks - unless you WANT poor service,
to have your time and efforts wasted, and to be lied to. If I
want that, I'll head down to the DMV for a wait in line.
Sincerely,
-John
PS> Just in case you have a short attention span - DO NOT IN ANY WAY, SHAPE, OR FORM WASTE YOUR TIME WITH XO. Sorry for the caps. I know the etiquette - it's just screamin' time, that's all.
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Review by erase99
Posted: 8.5 years ago
member for 8.5 years, 3 visits, last login: 8.4 years ago
San Francisco,San Francisco,CA
$124 per month (12 month contract)
about 30 days
SBC
CLEC party: Covad
"when they were concentric, they rocked. great install, great tech support"
"when they became XO, service went down the toilet"
"xo's billing dept is incompetent"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
i signed up with concentric a year and a bit before they merged and became XO (horrible name), at the time, they were one of the few people who would offer IDSL. install with the covad techs was great, everything went smoothly. service and routing were good, although there was an abnormal amount of maintainence late at night that would kill routes to the net frequently. aside from that, the service was excellent.
my flowpoint 144 never worked very well, and it ended up that if it ever rebooted itself it would drop into the debugger - i had to hook up a serial console to it everytime to get it to boot up normally. a pain, but it didn't happen very often. tech support couldn't figure out what was going on with the router for me, i had to figure out how to fix it on my own. not much of a surprise, it was a pretty bizarre problem.
everything went pretty well until i moved and tried to transfer the account to my roommate. the following email i sent to XO says it all:
to: billing dept
hi. i'm getting a little tired of dealing with you; or perhaps it's
dealing with your general incompetence that's tiring. in any event, it
would be highly appreciated if you got off your lazy asses and actually
did some work as requested by a paying customer.
i've left you 2 voicemail messages, neither of which you could be
bothered to return. i even left the required changes in one of the voicemail
messages, which you apparently ignored as well. after trying numerous
times to call, only to get your voicemail no matter the time of day,
and after waiting for a month for you to return my call i finally gave up
and called tech support. imagine my surprise when someone answered the
phone (!) after less than a minute.
the tech support representative was helpful and courteous, and submitted
the billing change i requested (ticket 81228). in fact, he was so good it
reminded me of when you used to be Concentric Networks and service didn't
completely suck. unfortunately, his excellent work seems to have been
stymied, because i just received another bill in the mail - the invoiced
dated 4/27/01, a full _ten days_ after i had the address changed.
in addition, the bill was forwarded from my old mailing address by the
post office; yet i know you have my new address because your marketing
department sent me junk mail earlier in the week. obviously, XO has my
new address, but you can't get your act together.
if you are having trouble making the change, i can recommend a few
consulting services who will teach you how to do a search and replace
database operation. i'm sure after you learn how your productivity will
skyrocket, and you might have some satisfied customers again.
i suppose since replacing a field in your billing database is beyond your
apparent capabilities, there is little chance you will be able to type the
ticket number into your customer service database. in case of that
eventuality, i will provide you with the information _right here_. here is
the change (maybe you had better run and grab a cup of coffee before you
read this, it's a tough change): change the name on the account from
xxxxxxxxx to yyyyyyyyyy. i'll put it on it's own line in case
it doesn't stand out enough in the center of the paragraph.
change the name on the account from xxxxxxxxx to yyyyyyyyyyy
account aaaaaaa/user id bbb-bbb-bbb
that's it! change the information, send out a new bill, and you will GET
PAID! revenue is good, right?
i almost started to apologize for the satirical tone of this letter, but i
realized that you deserve every bit of it. i didn't think anyone could
ever surpass the crap service of uunet, even if they tried, but you have
managed. congratulations.
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Review by dustintodd
Posted: 8.5 years ago
member for 8.7 years, 43 visits, last login: 354 days ago
New York,New York,NY
$89 per month (12 month contract)
about 30 days
Verizon
CLEC party: Covad
"Install coordination top noch and bandwidth is awesome"
"Emails to tech support take up to 3 days before response"
"The best DSL experience out of several different providers"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
|
*** NOTE: I am receiving XO DSL serivce via Covad. I never used the service when they offered it via North Point. ***
I have always believed that the CLEC's are financing the Baby Bell's cleaning, testing and documentation of their copper plant. But my XO/Covad install confirmed it. It appears that the painful process I went through to get DSL from my first provider layed the ground work for painless install from my second provider.
XO has a top notch install coordination department. I was updated almost daily as to my schedule and install issues. From first call to install I was up in 30 days. I purchase a package that I don't believe they offer anymore 384kbps up/1.2mbps down, 5 static ip addresses, webhosting for a custom domain, and email up to five users for $89 a month. For websites that can handle it I regulary get my full 1.2 (or really really close to that).
Of course your mileage may very. I am a veteran of several DSL installs and this was my best experience. If you can afford it, I recommend the XO/Covad combo. Let's just hope they survive this funding down turn, I would be very sad if my only option was Verizon DSL or Time-Warner cable modem.
- Dustin -
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Review by civan93
Posted: 8.5 years ago
member for 8.5 years, 6 visits, last login: 5.2 years ago
Los Angeles,Los Angeles,CA
 Business customer
$300 per month (month by month)
about 45 days
Covad
CLEC party: Covad
"Fast, reliable service. INCREDIBLE tech support. Great speeds."
"Terrible DNS. Difficult to organize between their mail hosting and DSL providing Business Units"
"Love them. Have set them up for many customers."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
|
Originally went to XO (concentric) because of their strong network and availibility of static IP at a low price. Switched at the time from Bell Atlantic 7.2 MB DSL to concentric 1.5 and saw a 250% speed increase for 1/3 the cost. First time setup in 15 days. No silly PPPoE or goofy setup. Solid Netopia 7100 router. Consistantly attain the speed I pay for. Both up and down.
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Review by ka4tmb
UPDATED: 8.5 years ago
member for 8.8 years, 6 visits, last login: 8.4 years ago
College Park,Prince Georges,MD
$69 per month (12 month contract)
about 43 days
Verizon
CLEC party: NorthPoint
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
***UPDATE: (5/11/2001)
XO has dropped the "Home Office" SDSL completely. This is what they called it if your line could NOT qualify for Line Sharing (as in ADSL). Because XO was loosing money, they decided to NOT continue with SDSL at the "Home Office" rates, but instead wanted to charge Business rates at a much higher cost. That means that the SDSL I was paying $69 per month for, would now cost me $199 or more, per month, at LESS than the speed I was getting before, with nearly the same features.
I was told by a Customer Care person at XO, that this was so XO wouldn't go out of business, like many of their competitors. I guess that XO figures that THEIR CUSTOMERS ARE *NOT* IMPORTANT, so they can either cut them off or jack up the rates, instead of offering the customer alternatives UNDER THE *CURRENT CONTRACT*! After all, we as customers are only the ones who make it possible for them to stay in business, so why should they need us anyway???.
Funny. They started out with high praises from me, but now have really screwed themselves on THIS (former advocate's) review (A TREND?).
XO will NOT be reprovisioning my line, NOR WILL THEY EVEN TRY. But they WILL be glad to suck me dry of hard earned dollars for a more expensive line - at a LOWER service speed - if I let them.
(NOTE: Since the line was activated in January, I believe XO Sales and Support both were aware that it's NorthPoint customers might suffer the "cut off" fate, but didn't bother to tell anyone UP FRONT, or to keep them posted AS TIME WENT ON. This shows really POOR operation of the company as a whole, which affects how long a company can stay in business).
My only other comment is to echo what another reviewer said:
"THEY SHOULD BE SUED AND SHUT DOWN".
Guess it's time for a little "Class Action", eh?
***UPDATE: NorthPoint filed Chapter11, and no longer provides DSL to my location, as of 3/28/2001. XO is working to resolve DSL issue and providing temp dialup in the mean time. DSL could be down as long as 30-60 days.***
I requested highest speed up to 640kbps, given my location from TelCo switch (more than 15,000 ft). Verizon would not deliver, since my location could not meet their "640kbps min. standard" for distance. Covad could not deliver, but never said why, just kept cancelling my repeated orders. (Covad and Internet Express in "dispute" at the time). XO Comm had solution using NorthPoint SDSL.
Cost: Hoped for $34.95/mo as Verizon advertises, but had to go with SDSL due to distance, at $69/mo. Previously had ISDN (thru BA) at 128kbps for 2B+D which ran as much as $90 per mo. OUCH!
Order/Install process went without a hitch, start to finish. Equipment is 3Com, connected to 100 Mbps Linksys switch w/four workstations. WORKS GREAT! IP is STATIC (one for each workstation). Simutaneous use of workstations slows DSL down a little, but not much.
Been up and running since 1/18/2001 to date. Have not experienced any known disconnects/down time as of yet.
Tech support and online web hosting crew are tops, know their stuff, and are patient. (That's a plus - I get cranky with "help desk" people who don't know their stuff). Very pleased with XO's tech support as well as sales (pre & post install).
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Review by leeelia
Posted: 8.5 years ago
member for 8.6 years, 23 visits, last login: 8.3 years ago
Chicago,Cook,IL
$500 per month (12 month contract)
Ameritech
CLEC party: NorthPoint
"pre sales"
"post sales rep and news"
"they suck"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
Failed to inform us of Northpoint line that we were on. Just turned us off on April 4th and said that we would be back up in 1 month. Sales rep told me he had no idea about Northpoint, although documents that he sent about Northpoint were dated January. He was a lying sack of garbage I hope they go under.
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Review by CFC8
Posted: 8.6 years ago
member for 8.6 years, 5 visits, last login: 8.5 years ago
Palatine,Cook,IL
$400 per month
Ameritech
CLEC party: Covad
"Good stable line, good speed, good tech support"
"Originally have Northpoint as CLEC, cost"
"At the office we LOVE our DSL line - it's great!"
| Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
|
We first had our XO SDSL line ordered nearly a year ago. Unfortunately, there was a screw up on the order and even though Ameritech came to our building they could do nothing as the address on the order was wrong (go figure). So we had to submit a new order and wait another 8 weeks. So in the August/September time frame of 2000, we finally got our DSL line from XO installed. Northpoint was the CLEC. Things worked well and everyone in the office loved the service. We have about 15 machines all connected via Microsoft Small Business Server. It works well.
The week before Northpoint shut down our support contractor called me with the news that XO informed him that Northpoint was going belly up and that we would lose our SDSL service for a period of about 30 to 45 days while they migrated us to Covad. They then began the process to switch us. I was hoping against hope that the switch would happen before they pulled the plug on Northpoint. It didn't. A few days later, I tried to remotely get in to the network and found it completely down. The next day (a Friday), I scrambled to get everyone back on a dial-up connection (XO gave us free unlimited dial-up). So we went from sharing a 1.1 Mb connection to sharing a 56K connection! Oh well.
Anyhow, i called XO tech support during that time and even though they were busy, they helped me out with some of the e-mail hosting issues, etc during this time. They were good. I think once when I called they said I was #50 in the queue! It didn't take long though. Of course, everyone was calling them that Friday.
That next week we received e-mails from XO on the status of the order. In the middle of the week, we received a notice that Ameritech would be out to install the new line the next Monday! WHAT??? They got Ameritech to do something within a week? Oh my gosh! Sure enough, the next Monday, Ameritech arrived and verified the line to the outside of the building was working.
At that point I installed the inside line to that point in the NIB, and tried to even bypass having Covad come out, but I couldn't figure out how to get our router configured and up and working. Since network support is my "second" job at work, I figured I'd wait until Covad came. We then got a note that Covad would be out the next Monday.
Sure enough, Covad came out and finished there end right on time. Even brought a new Netopia 7200 router (What do I do with my old Netopia 7100 router???). Within about 15 minutes, we were back in business. Aside from a screw-up with our IP addresses on the order, the process went very smoothly. XO tech support quickly corrected the mistake and re-built us into the system.
The total time we were down after Northpoint went belly up was about 11 business days! It was UNBELIEVABLE! I cannot believe how quickly the switch took place.
XO really came through for us and did a great job. We are very pleased.
We are told we have a 1.1 Mb SDSL line, but I can't get it to test more than around 680K each way, I think that may be due to our proxy server, so I should test it on a machine connected directly to the router. Everyone is happy at the office again!
I'd recommed XO for business applications anyday!
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Review by ROKKSTAR
Posted: 8.6 years ago
member for 8.8 years, 44 visits, last login: 1.9 years ago
New York,New York,NY
$89 per month
about 130 days
Verizon
CLEC party: Covad
"When it works its great"
"Since the merger Tech support is non-existent & connectivity has degraded."
""THEY SUCK!""
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
Since the merger with Next link; Tech support is non-existent & connectivity has degraded by 90%.
I'm located 3 blocks for the central office of the tel co. and my service while excellent in the past (till early NOV. 2000) is now spotty at best.
Here's some history: (All quotes are those of XO.COM Tech Support.)
1)4 months from oder date to install completion. this due to Verison.The 13th installer spent 6 hours and finaly got the line in.
2)orderd 768/384 connectivity with 4 static IP's. according to DSL reports line test I get 650/650
perfomance; when the dsl line works.
3)Jan 16 2001 No service "well, we dont see anything wrong here; is your router plugged in?" "oh ok well if it's not up by tomorrw call us."
4)Jan 17 2001No service I requested that they have Covad contact Verison because there had been a Verison truck in the neighborhood. could Verison have cut the wires by mistake. "oh no that could never have happened, we'll call Covad and have them run a test on your line."
5)Jan 19 2001Still no service "We got a call from Covad, it seems one of the Verison field techs cut your DSL line because he did'nt hear a tone on it. We can't realy say when it will be fixed."
6)Jan 25 2001DSL line finaly up again.
7)Feb 6 2001No service I reboot the modem (Speedstream 5250) and the connection is up again. I called XO tech support and asked about replaceing the modem since these symptoms are duplicates of those 6 months prior when Covad needed to replace the modem. a debate over warrenty follwed.
8)Feb 25 2001 Covad replaces the modem.
9)April 6 2001 Dropped connections 6 to 8 times a day they is no connectivity; then after 10 -30 mins the connection is back up.
this has continued to date (4/18/2001)
Tech support says that they will call back and no call is ever recieved.
The tech staff that I do talk to on follow up phone calls seems lost as to what to do; and also tell me that there supervisors tell them to close any trouble tickets after 4 days; even if they are unresolved.
During the writting of this post I again lost my connection.
I recommended Concentric to 40 people last year and they all connected with them. I truly regret that recommendation now.
James NYC.
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 Review by dreadlord60
UPDATED: 8.6 years ago
member for 9 years, 59 visits, last login: 5.7 years ago
Buffalo,Erie,NY
$69 per month (12 month contract)
about 40 days
Verizon
CLEC party: Covad
"Easy to understand Bill"
"Poor Tech Support, Folks do not return calls"
"Say No to XO"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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Update
Shortly after posting my original report, I was contacted by Nicole B. a supervisor with the President's Executive Response Team. She was acquainted with the my dilemma, professional and extremely knowledgeable. I was compelled to give them one more try, following her proffer to see a new install through personally. Further research indicated my DSL circuit was abandoned by Covad without notice.
I was live in 14 days and extremely pleased.
In retrospect, I think much of the difficulty lies with Covad, their whimsical business rules and of course Verizon.
...still with XO. Thanks Nicole.
My experience with these folks is summarized in a letter I just faxed to their CEO.
Monday, December 04, 2000
Nate Davis
President
XO Communications
11111 Sunset Hills Road
Reston, VA 20190-5339
Dear Mr. Davis:
XO DSL service was installed on 16 SEP 00, at my residence. I chose XO based upon my prior experience with Concentric. The web site hosting services have been excellent.
In the two months following the installation, the DSL connection failed 3 times resulting in more than 20 days offline and requiring more than 30 calls to customer support. This due in no small part to the fact Technical Support rarely returns phone calls. Each incident began with an initial diagnosis of 'Imbalance on the Line .
The most recent incident, lingered for 12 days before Technical Support advised, 'There is voltage on the line . 'You should cancel your account , was proffered as technical support.
I expected someone in the support section to offer me a credit on my account and more importantly to expedite a functional installation. I was offered neither. Instead technical support suggested I talk to 'Billing and then 'Customer Development . Even the salesman who took my original order did not return my call.
I have received extremely poor service from your company. You undertook an obligation to provide DSL service and instead delivered inconvenience. To compound matters, XO never offered to correct the situation.
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XO COMMUNICATIONS
