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Review by Andrew Wang 
Posted: 41 days ago
member for 41 days, 0 visits, last login: 41 days ago
 San Leandro,Alameda,CA
 Business customer
 $600 per month (36 month contract)
 about 70 days
 "Reliable service"
 "Serious unfixed billing problems"
 "Used to be a good company, now RUN AWAY!"
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I used to be happy with Alligience (now XO's) service, although they raised my rates between the time I signed the contract and when service started. This was per a tariff filed but not approved before I signed the contract. Bummer.
My real problems started when the contract was about to expire and I wanted to move our company to Telepacific to take advantage of their higher shared T1 transfer rates. DSL is really slow in our business area. I know in our contract with XO, it says that if we do not give 30 day notice before the end of the contract, then the contract will renew automatically for two years. I have wisened up and before signing a contract with Telepacific, that they modify the contract for a month to month term after our initial contract expiration. They readily agreed and did it.
I started calling XO two months before our contract expired to cancel. The cancellation was not completed properly, and over several calls, the agents looked up the info and re-entered the cancellation order and told me that it would take up to 30 days for the cancellation to show up in the billing. Also I was told to give the cancellation order number to collections if they ever called.
Six months later, the service is cancelled, but a second collections agency wants me to pay a ->$12K- cancellation charge. Of course I dispute it, and call XO twice, and every time the information is supposed to go to an 'analyst' and I 'will get a call back within a week'. I never get a call back from anyone at XO about the bill. The collections agency person gets me a reduced total which she tries again to collect from me. When I ask for paperwork, she claims she hasn't ever tried to collect funds from me, and basically knows nothing. .
The whole situation is a mess, and I would sue XO but they'll probably go bankrupt by the time a court case goes through. I guess I'll just have to buy their remains at auction.
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Review by bruceko
UPDATED: 167 days ago
member for 8.7 years, 2351 visits, last login: a few hours ago
Lynnwood,Snohomish,WA
Contract price not specified. (24 month contract)
 Verizon (ex GTE)
"None"
"Terrible"
"If You value your phone service stay away"
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Xo is now on hour 18 of a national outage for phone service in Verizon Territory
We have been on Xo Flex plan Phone and Data service for 2.5 years.
Our customers have not been able to call our office for the last 18 hours. It has already cost our company tens of thousands of dollars in lost business.
this has happened for 2 to 3 hours in the past but nothing this bad
Update 6/08/09
Service was finally restored at 6pm on Tuesday. Phone service went down about 10am Monday.
32 hour outage. We had been considering another service provider and called them yesterday. He said he had had 8 other calls from potential customers in the Seattle Everett area today also wanting to switch. We are gone from Xo asap.
Update
10 weeks after my post we dumped Xo for Integra Telecom.
The service with Integra has been good but not perfect.
Xo owed us about $3500 for future services we had paid when we cancelled service.
It took over a year and about 20 hours of phone calls to customer service to recover our money. Fun!
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Review by jef
UPDATED: 222 days ago
member for 223 days, 8 visits, last login: 115 days ago
San Francisco,San Francisco,CA
$105 per month
"Rock-solid (Covad) line, previously excellent tech support"
"Non-tech service is non-existent, DSL SLA is meaningless"
"Avoid like the plague"
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Back in 2000, $105 a month for 1.5/384 residential ADSL service, bridged with a 4-IP assignment (Covad line on its own copper, Concentric provider) wasn't a bad deal. Over the past 8 years, I've had virtually no noticeable outages and always had as close to the "advertised" throughput as one could expect. The tech support back in the Concentric days was excellent. No "What version of Windows are you running?" problems and techs who understood, on the very rare occasions I had to call, what "traceroute gets a hop past the Redback" meant.
The tech support is still reasonable, though the level has fallen off over the years.
Unfortunately, the sales department leaves something to be desired. I've been trying to work something out so that I could stay with them, but far too many unkept "someone will call you back within two business days" promises. Even when I bring up that XO has left the residential DSL business, I keep getting promises about how important customer retention is to them and that they are sure they will be able to work something out.
Additionally, I've been virtually unable to pull the billing off my credit card, even to put it on another card. They don't even know who I am when I call, because my Concentric account number isn't properly referenced in their system.
Considering that I can get 6.0/768 ADSL with an 8-IP block through Sonic for roughly half what I'm paying now (even on a business line), this isn't looking too good. Even worse is that XO's DSL offerings seem to be stuck in the early 2000s for speed.
Its hard to move on, given the excellent reliability of the line and the quality of tech support -- there during the off-hours that I've needed it. I just can't recommend the organization based on their terrible business office.
Update 2009/04/15 -- Been on hold for over 17 minutes, just to get to the first-tier billing/order support line. At 20 minutes, was passed to "Retention," where I have been on hold for the last 10 minutes while they "try to find my account."
Interesting that the SLA at »www.xo.com/SiteCollectionDocumen···_DSL.pdf has *nothing* about the line itself or the connectivity of XO to anywhere else, just the "Network" (basically XO's colo). So, for business customers, you are "up" if their colo is up, disconnected from you, and disconnected from the rest of the Internet. (This was confirmed by the third-tier retention manager I spoke with.)
Oh, now after nearly 40 minutes, the silence ends and I'm told I've called the wrong number. Wait, three times calling this number I've been told that it would be taken care of with no such indication. 40+ minutes now, I'm back on hold as the agent who tells me that I've called the wrong number tries to escalate the issue. 53 minutes in, I've had a sub-minute discussion with the retention supervisor's supervisor who asked me about some account I had never heard of. Back on hold again as they try to find my account.
They finally found it, after over an hour on the phone. They can offer me a discount. "How much?" "We can offer you 10%"
Apparently they are "getting out of DSL."
So am I...
Leaving XO as soon as I can confirm service to replace it, probably within 72 hours.
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Review by Blaksmith
Posted: 1.7 years ago
member for 2.9 years, 174 visits, last login: 313 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
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Review by digmax
Posted: 2.1 years ago
member for 2.1 years, 1 visits, last login: 1.7 years 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 voipman340
Posted: 2.6 years ago
member for 2.6 years, 0 visits, last login: 2.6 years ago
Saint Clair Shores,Macomb,MI
$14000 per month (36 month contract)
about 190 days
Ameritech
CLEC party: XO Communications
"They did a great Job on Selling me the Product"
"Very Shady Information about Installation"
"Any Company that allows sales rep to unethically conduct business should be sued"
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I have a very successfull privately held property management company. We have 5 office all in Lata 340 AT&T/SBC in metro detroit. We own and manage about 48 properties in detroit with five Major Offices that handle michigan, ohio, Chicago and Indiana. In addtion we have about another 350 pots lines in our leasing offices. I very nice looking your lady came into your livoina office one day and present her self very nicely. I agreed to an appointment with her to review our services. Although XO could only cover about 29 locations I was impressed considering it would at least cut down on the amount of invoice I received each month. The sales rep promised that XO could put all locations on one invoice each month. At the time I had about 550 pots line and 45 dsl lines. My bills were in excess of $28,000 per month I was intrested in reducing cost and carriers across the board. I agreed to let her take my invoices and I signed a LOA (Letter of Authorization). She came back with her sales manager about a week later and gave me a detail proposal. The price looked great and I was able to get a T1 in each location and greats reduced the cost on my pots lines. They proposed XO Flex Option a VoIP product that allowed me to call between offices free of charge. I always wanted a T1 but it was not affordable 10 years ago. Basically I cut my cost to $14,000.00 per month. The sales manager and sales rep both promised that this was an out the door price and no hiddens cost would appear on my bill. They even said there would only me about 9% of sales tax totaling $1400. When I asked if there is anything I would need to do for equipment or my phone vendor. The sales manager said that XO would take care of everything in reguard to installation of my new services. I thought this was odd because anytime I switch providers I needed to have my guy from BSB communication there. But again he reasured me that everything would be taken car of. I signed the paperwork and off they went. AT&T dropped of a T1 at each location and I hooked my LAN up and set the VPN up the data was working Fine. Then on December 21st 2006 28 locations went dead in the water with no phone service. I was confused and upset when I called the rep and the sales manager I had no reply. Later on I found that both XO employees left the company. Three weeks went by untill my services were restored. Please avoid this company by all means they are the satin of telecom.
Followup comments:  Edrick
Premium
join:2004-09-11
Orlando, FL | Bad reviews I've heard nothing but bad stuff about XO and they work with some shady companies such as the old Managed.com. | |
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Review by (hidden by request)
Posted: 2.8 years ago
(review was emailed from domain bridgeband.net)
Bozeman,Gallatin,MT
$1200 per month
"They provide service in Utah"
"Very shady contract terms"
"Service was OK until cancel time..."
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Our service with XO was standard at best. My review is about the "shady"
contracts. Buried on page 11 of a 23 page service contract they have a
clause Section 8, in that clause there is 1 sentence that's states that
if you do not cancel on your anniversary they will "auto-renew" your
contract term for a like term. They make a point during the sales
process to avoid spotlighting this clause and they will not contact you
when you 1st contract is about to expire. They just hope you don't
notice and hold you to another year of service with termination
labiality.
We signed a 1yr (12month) service contract for (2) t1's. After 22 months
we canceled them. At the time of cancel they do not tell you that there
is contract liability, in fact they waited 2 months after we canceled to
send us the bill with the "early termination" charges. I contacted them
to dispute this charge, explained I only signed a 12 month agreement and
I went 22 months of service, tried to explain that there had been a
billing error. I was told "I should ready my service agreements better"
then was informed of the "auto-renew" clause. I asked if they contacted
us at the 1yr point about the "auto-renew". They made it very clear they
do not contact anyone they just roll the contract into another year.
They refused to drop the additional charges ($500.00 per t1) and were
more then happy to let me know of possible late charges and collections.
They did say "sorry" our sales person did not inform you of this clause
at the time you signed it, but refused to do anything about it. When I
contacted the public service commission, they informed me that this was
a civil case, because it was a private contract and not between to
carriers.
I don't know how many people they have stung with these shady tactics,
but if you ever have to get service from XO, well don't, If you must, be
Very Very aware of the "Auto-Renew" nature of the contracts. I am not
sure how this is legal but I hope someone learns from my $1k lesson. I
will never do business with XO again, and will tell everyone I know in
the ISP world about my experience.
Garrett Talbot
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Review by mediamath
Posted: 3 years ago
member for 3 years, 3 visits, last login: 2.9 years ago
Beverly Hills,Los Angeles,CA
$90 per month (12 month contract)
"None"
"All"
"Bad service and product"
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Our firm used XO to host our web pages and our email and we have had nothing but trouble. Stick pins in your eyes it will hurt less.
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Review by filcro1
Posted: 3 years ago
member for 3.1 years, 4 visits, last login: 2 years ago
New York,New York,NY
Business customer
$200 per month (12 month contract)
"Not anymore"
"Service, connection, features, help desk, tech support"
"If you have a choice pick another company"
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They have turned into a rip-off poor service provider. We have trouble with them a couple of times a month. Their servers are slow, their connections go down all the time, their e-mail is a joke.
Do a tracert on ANYONE they host and see what you’re getting!!!!!!!!!!!!
They make money by purposely letting a lot of junk mail into your company boxes and charging you for the disk usage when other ISP's would never even let that type of garbage touch their customers. IT’S JUST A WAY THEY MAKE MONEY.
Their email filers DO NOT WORK!!!
When you put in tickets for customer support all they do is send you an automated e-mail. Not once were they able to fix things.
About once a month we go down and we have no e-mail or hosting. I'd say that sucks.
When you call tech support which they charge you $100.00 a year for!!! They lie to you and tell you nothing is wrong. I'm sitting here doing a tracert and getting 200ms to 300ms and they say that's normal and expected. I'd say 20ms to 30ms is normal, with 85ms if your going from east to west. ANYTHING over that is "junk".
They charge twice to three times as much as others and their service and product is a 0 on a scale of 1-10
Our company can't wait to get away from them. As soon as we can we're switching to another company
STAY AWAY!!!!!!
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 Review by kapil
Posted: 3 years ago
member for 9.5 years, 3256 visits, last login: a few hours ago
Chicago,Cook,IL
Business customer
$300 per month (12 month contract)
about 42 days
Ameritech
CLEC party: XO Communications
"Stable connection...as SDSL should be"
"Price. Features. Support."
"Not Bad...but for the money there are better business ISPs to be had"
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I had 1.1Mbps SDSL from XO for my business. Install took forever...and it was half XOs fault and half because of the ILEC.
Install charges, equipment charges and MRC are up there. For the money there are many better options...but the service performed as expected.
Level 1 tech support is as bad as any other ISP...but level 2 is competent and takes care of stuff promptly, should the need arise.
The worst part was pre-sales...no one knew what the hell was going on...everyone I talked to gave me different information...it was almost as if they were trying to convince me NOT to buy from them.
I'd recommend Covad over XO...better pricing.
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XO COMMUNICATIONS
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