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We were quoted around $3,200. Our bill is now over $4,000 per month. They include an Access Recovery charge of $250 that is not included in the quote. No one at XO has the power to remove this charge. It took over 4 tries to actually get service up and running during initial install. Basically went through 4 pieces of "bad" equipment. Each time we had to foot the bill for bringing in telecom consultants for the telephone cutover. MPLS service for another office 90 miles away was routed over 1800 miles; as a result latency is extremely high. XO will do nothing to change this. The last person I spoke to just replied with an e-mail that they were "pulled off of the project and to please call the billing department." Their contracts are filled with many ways to increase charges and throw in hidden fees which they will routinely take advantage of. They are not in the business of long term business with customers; they are interested in nailing on you a single contract. I've been promised over and over that they will look into it but it always results in me being referred to someone else. If you are in charge of selecting an ISP I would stay away from XO Communications. member for 9.1 years, 2 visits, last login: 9 years ago updated 9.1 years ago
We just had an experience with XO that was a bit of a nightmare. We were looking for vendors for our office move because our current vendor had no service in the new space. We arrived on XO and signed a contract for service and after a week we were told it was going to bill a higher MRC due to their accounting error. We asked to have the original contract void, which they did and sent back to us. They then presented us with the a new contract which was nearly $700 more a month and refused to sign and at this point went with a less expensive vendor. later they sent us a bill for $4000 for installation charges which they are now claiming WE canceled the contract even tho we held a Void contract which was nitialed by the original XO rep that signed it. I would not recommend then to anyone. member for 9.6 years, driveby review (so far) updated 9.6 years ago
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. member for 15 years, 6 visits, last login: 11 years ago updated 11 years ago
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! (review was emailed from domain vandykedodge.com) lodged 12 years ago
_() member for 16.6 years, 57 visits, last login: 12.2 years ago updated 12.3 years ago
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. member for 12.5 years, driveby review (so far) updated 12.5 years ago
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? (review was emailed from domain pacific1lending.com) lodged 12.5 years ago
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... member for 12.5 years, 2 visits, last login: 11.7 years ago lodged 12.5 years ago
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. member for 12.6 years, driveby review (so far) updated 12.6 years ago
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. member for 22 years, 368 visits, last login: 1.7 years ago lodged 12.6 years ago |