What an amazing rip-off! This is one scary internet provider.

Used to get dial up internet access from Concentric for $20 per month. That was a lot, but it worked. XO bought Concentric's customers, dropped Concentric's services and raised the monthly charge. Now XO can't even deliver basic mail services reliably! Come on! What a rip-off. I rely on e-mail to keep in touch with my customers. A few months ago my e-mail simply stopped working. My customers started calling, and apparently XO was sliding a new e-mail system in without telling anyone beforehand. What a disaster. Now remember this is a privately held company that is currently advertising its expertise in "disaster recovery". As they say LOL! In the past few weeks, I have been getting notifications that my sent e-mails couldn't be delivered. A problem with logging on to their "secure server". Not to worry, though the message says. They will keep trying to deliver my e-mail for 5 days! If you can, avoid this company like the plague. Check them out. Privately held? How does that happen, and where did the money come from for all those acquisitions? You know, they have access to every e-mail that goes through their site. Be scared!
View full review
ID
#537898 Review #537898 is a subjective opinion of poster.
Location
Tucson, Arizona

XO Communications/Concentric is a sham operation

Have been a paying e-mail service customer for years, with no billing issues. Without any notice, I am now locked out of my account AND the reset password option. No one is available at the company to address this issue. I am worried that this company may be criminally active -- attempts to communicate with the "company" from any aspect, from sales to service, bring no response beyond referral to a non-existant service center, where no one is available to address you. ALL queries are ultimately referred to this non-existant service center. My security worry now is that this "company" appears to act as a clearinghouse for unethical activity.
View full review
ID
#532786 Review #532786 is a subjective opinion of poster.
Product
Xo Communications Account

Horrible Customer Service wait time 4 hours

I have called CUSTOMER SERVICE for three days and hold time is anywhere from 2hours to 4 hours. It is ridiculous. I absolutely would not recommend this company! I was originally a Concentric customer and now it is XO. My password will not work on the new site so I am unable to cancel my service online and must go through the call center. I have never ever called a company and received a message that the wait time is in excess of four hours. If you have a business and your website goes down, you will not be satisfied with a 4 hours wait to speak to Customer service. It is unacceptable
View full review
1 comment
#869502

I have this very same problem. We also take reservations from our web site and I can't get on it because of the password.

I have called and received the same 4 hours wait time and I have sent e-mails with no response.

This is more than frustrating it is affecting our business.

ID
#531904 Review #531904 is a subjective opinion of poster.
Product
Xo Communications Website
Reason of review
Problems with payment
Loss
$22
Preferred solution
I want to cancel my service

XO totally disabled my operations

Since XO upgraded to the "New" hosting, it has broken my FTP, all my database access, and is forcing users to change usernames and passwords to conform to their system. What makes matters worse is the support has gone totally down hill. If you call you get a message "We will call you back in MORE THAN 3 HOURS". This is the worst service and having posted a trouble ticket over 3 weeks agon, nothing has been done. I've been with them nearly 20 years, and this is definitely a real shame that they've have messed up so many customers that they will soon depart.
View full review
ID
#528962 Review #528962 is a subjective opinion of poster.

Service down all the time - minimum 3 hour wait to talk to someone

XO Communications is THE WORST hosting provider. I have used them for email and website hosting and their service is CONSTANTLY down or interrupted. There is ALWAYS a 3 hour wait and the customer service people can never help you. They take a trouble ticket and you never hear anything again. It's hard to believe in this day and age a company like this is still in business. in fact, I just called to cancel my service - and I have to wait 3 hours. Ridiculous. Never rely on this business. Their service is terrible and the people who work there are absolutely useless.
View full review
2 comments
#851187

I have used XO to host my website and email for over 10 years. Now I am having email problems and I cannot reach anyone. The customer service wait time is over three hours and they do not respond to email.

#841588

I have been without email for three days. Thank goodness I took my web sites away from them some years back, but i depend on email a lot for my business.

I did not want to change my email address because I have had the same one with them for over 20 years. I'd love to cancel, but then I would loose all the emails I have received in the last three days (and whatever many days it'll take them to restore business!)

Really *** company. NO customer support.

NO communication. I will can them as soon as i have my info back.

View more comments (1)
ID
#511055 Review #511055 is a subjective opinion of poster.
Location
Millbrae, California
Product
Xo Communications Website

Spam calls all originating from XO Communication numbers

I keep receiving robo calls in Spanish from phone lines owned by XO Colorado (XO Communications). I am unable to return the calls to be removed from the list, I get an out of service or out of area error message. The numbers are always different, but the message is the same, I only wish I spoke Spanish to know what the call was for. I have contacted XO and left a message, no response for over a month. I have contacted my phone service, they are looking in to the issue. I am on the Do Not Call lists, but that does not seem to matter.
View full review
ID
#504972 Review #504972 is a subjective opinion of poster.
Location
Greenwood Village, Colorado
Loss
$300

XO Communications - Annoying Phone Calls Review from Youngsville, Louisiana

I am getting calls from a Attorney Bruce Cutler or Cutley saying I owe them money but he isn't telling me what company and I am not about to get scammed! Says he will have a warrant out for my arrest. The only thing I can think of I owe back in 2012 would be cable company. So I'm like getting irritated with these phone calls and not having much info to go on!
View full review
ID
#498654 Review #498654 is a subjective opinion of poster.
Location
Youngsville, Louisiana
New Reviewer
I recieved a text message with very disturbing information in it and not shortly after they called threating physical harm. So i traced the number and it came back as a XO Communication number. My question is do you track the sole purpose of what the clients are using...
View full review
View full review
2 comments
#1389447

I'm getting harassing text messages from a XO Communications number. How can I find out who is sending these and originating from.

View more comments
ID
#467306 Review #467306 is a subjective opinion of poster.
Location
Memphis, Tennessee

Won't restore service even after they admitted to screwing up billing

XO Communications is not a reputable company, IMO. It has been sued for engaging in deceptive advertising, as shown by certain class action lawsuits (google them). XO has policies in place involving billing procedures that even when they admit they made a mistake on billing, once service is suspended it cannot, per its own internal policies, immediately return suspended service until the customer prepays next month's service bill. This happened to me, and when I called to find out what happened to my service, their "competent" staff troubleshooted it by referring my call to its tech support which opened a trouble ticket. Eventually Verizon even was called in to check on its part of the lines XO uses. Several lost days later, I am learning it was suspended due to an unpaid bill they sent to a previous address, and we had given them my updated business address on several occasions well before suspension. Once I received the bill, I paid it and 5 days after the check was cleared in my account, they apparently suspended my service for a payment more than 90 days past due (even though it was only 60 days and change old, due to their billing address error). They claimed to have sent me a written warning, but it was sent to my previous address, and they also said they sent me a recorded call warning of the suspension but it was sent to my fax number that is to my Ricoh Afficio 4501 copier. I share one line, the fax, with another business. These warnings occurred after I s/w customer service about the missing bill and their emailing it to me in late November, whereupon I paid it. When I learned of the reason, there were no overdue payments, and the current bill payment was already in the mail, well ahead of the due date (end of this month), and there never was a 90 day late payment. After complaining to customer service and the "collections" department, they all said they need my payment for the current month to clear before restoring my business service with the "Restore Department." I s/w "Steven," the manager in collections who was hard to reach (I had to insist, after being told the BS line he was not on the floor at that time, even though it was an hour before closing), who said he had absolutely no discretion, did not apologize for XO's screwing my business, refusing to change my billing address, for failing to let me know that XO was going to stop service, and for extending the problem by sending my issue to tech support and opening a trouble ticket of all things. I have been a loyal customer since 2000. This is how it treats loyal customers and refuses to correct its own errors. XO is an incompetently run company, and its ineptitude has frozen a part of two businesses. Stay far, far away from this company, it has no soul, or concern for you the customer, even when it admits it erred and caused the problem.
View full review
4 comments
#978193

That was nice of them :)

#766011

Dear KenfromPhilly,

We sincerely regret that your service was interrupted. We have reviewed your complaint, which we took very seriously as we do with any customer issue. Our VP of Customer Experience went so far as to contact you directly to help you understand the reasons your services were temporarily suspended and worked diligently to have them restored, which they now are. Your frustration is well founded and we bear much of the responsibility.

We are making significant strides to improve the way we help our customers and support them. We will do our utmost best to make sure that you never have any such issues with your services again.

Please accept our deepest appreciation for being a loyal customer since 2000. We will do everything within our power to keep you satisfied.

Thank you,

XO Communications Customer Experience.

#767289
@Lemon Dpv

Dear XO Communications Customer Experience,

Interesting thing about how the XO Communications VP "worked diligently to have (services) restored." The payment I mailed before Christmas that "Steven" the manager in collections so doggedly asserted was the only way my service was to be restored posted to my business checking account on Dec 30, the same day when service was allegedly restored by the VP. Worked diligently?

Please.

I just overpaid for services I never received for what looks to be 11 days without a working fax line and two other landlines. Your customer service chain of command had ample opportunity to support me, so if you had made "significant strides," I either missed it or the base from whence you stride is very very low.

#765059

This is my post, it posted as anonymous for some reason.

View more comments (3)
ID
#467177 Review #467177 is a subjective opinion of poster.
Location
Bensalem, Pennsylvania
I recently received a call from an individual at my job and on my cell that left two very intimidating messages stating that a matter needs to be handled immediately and if I or my lawyer doesn't call back as soon as message is heard,good luck to me. I did a reverse...
View full review
View full review
3 comments
#770939

We’re sincerely sorry that you experienced “intimidating” calls and would like to look into your issue, and if possible help resolve the matter for you.

Would you please email Brendan Strasburger who is part of our Customer Experience team at XO. Brendan's email address is Brendan.J.Strasburger@***.com. Brendan may be able to assist you with your issue.

Please add the words, PissedConsumer in the email subject line and your original message on PissedConsumer.com in the body of the email.

Thanks,

XO Communications Customer Experience

View more comments
ID
#447525 Review #447525 is a subjective opinion of poster.
Location
Atlanta, Georgia
Loss
$200
New Reviewer

Telemarketing calls

How do I get these people to stop calling me? No sooner had I signed in with Bing, and the phone rang from academic services, which is not what I need at this stage. How did they get my info from Bing? I do not need any more education - a BFA and 280 credits still can't get me work, and I am a senior citizen. Every time I apply for a job, or sign in to Bing, I get a telemarketing phone call which does not have an option to remove your number from a list. How do they get the info, and how can it be stopped.
View full review
5 comments
#770940

bybooth,

We’re sincerely sorry to hear that you’re getting unsolicited calls and would like to look into your issue, and if possible help resolve the matter for you.

Would you please email Brendan Strasburger who is part of our Customer Experience team at XO. Brendan's email address is Brendan.J.Strasburger@***.com. Brendan may be able to assist you with your issue.

Please add the words, PissedConsumer in the email subject line and your original message on PissedConsumer.com in the body of the email.

Thanks,

XO Communications Customer Experience

#712805

XO Communications provides your phone and internet service. They cannot control who calls you or what information Bing may get from your search engine.

I think your issue is with Bing not XO Communications.

#825267
@PissedConsumer712805

Agreed. Bing is all about collecting information on how you use the internet and tailoring your experience to the user (in its limited fashion).

If you didn't want that, you would uninstall Bing.

Microsoft pushes Bing. Microsoft doesn't care what you want.

#709429

why would you get a BFA?? and not a BSE??

#825265
@PissedConsumer709429

The obvious would be that they are interested in some sort of artistic endeavor rather than some technical endeavor. People who are in the later years do not want to spend what little they have remaining of life doing something they hate.

I am not in Herndon, VA but my ISP's business office IS.

View more comments (4)
ID
#433183 Review #433183 is a subjective opinion of poster.
Location
Newburgh, New York

Horrible Company

My company signed a 3 year contract and it auto renewed and then we were charged an early termination fee even though we had been with them 5 years...All of which were constant problems technical problems with outages and ddropped calls. This company is deceptive and should not be in business. If you are looking at telecommunications companies, do not look at this one. Besides the technical problems, it's the worst customer service I have ever encountered in my 20 years in business. I really can't believe they are still in business. They should be shut down by the Attorny General.
View full review
6 comments
#978203

I had XO for several years (or contract evergreen terms) and when I sent notification to terminate, I had no problems as I took ownership of my contract and T&Cs.

I guess when you don't read, you run into "surprises" that you have already agreed to in the contract.

#851682

Anonymous,

I just wanted to let you know my company was experiencing the same problem(s) but, if you do your research, you can by-pass the early termination fees when your contract auto-renews, as ours did. XO wanted to charge my company over $20K in early termination fees and we were a customer of XO for 16 years.

I came to this site, pissedconsumer.com to see if anyone else had experienced these same issues, and I found several complaints. However, below someone's complaint would be a comment from a representative of XO. I contacted him and he was VERY helpful. I just received our final bill from XO after cancelling and it is for $0.

I'm sure it's on a case by case basis, but this situation definitely allowed our company to leave XO on a positive note. Good luck!

#813249

I totally agree their entire purpose is to rip off small business customers that have paid them hundreds of thousands and at the end of the contract if they miss one little thing in the cancelation process they auto renew them even though xo knew they were leaving at the end of a contract. They want almost 30,000 and I gave them 4 months notice they we would not renew at the end of the contract. :(

#793647

I am going through the exact same thing with XO Communications. I purchased a company where a contract auto renewed after three years which was prior to me purchasing it.

I did not sign the original contract and because of the size of our business, it does not warrant paying for XO service which is way more than broadband (comcast). Their customer service is very poor. I have been waiting for them to get back to me, but they don't. They just ignore my requests.

That's how they do business. This has to be one of the worst providers out there.

I would seriously caution anyone considering using this company.

#773751

We’re sincerely sorry that your contract auto-renewal process was less than ideal. Please understand that contract auto-renewals are in place to prevent service disruptions.

Please email Brendan Strasburger who is part of our Customer Experience team at XO so that we can help solve any issues you may still have. If you’re no longer a customer of XO Communications we still want to hear from you.

We thank you for your business.

Brendan's email address is Brendan.J.Strasburger@***.com.

Please add the words, PissedConsumer in the email subject line and your original message on PissedConsumer.com in the body of the email.

Best,

XO Communications Customer Experience

#944926
@Lemon Dpv

Not only am I in the same boat with an early termination fee of almost $25,000, back in 2007 I received an invoice for a balance due amount of $23,658.95 because XO did an audit and found some accounting errors on their part!! At the time I wrote to chief executive officer, Carl J.

Grivner and received no reply at all!! Additionally, at that time, I was told by "Jessica" in customer care, that "The PUC allow us to do this". We've been customers since 2001, before then, NextLink. The latest contract I signed was in 2011, for 3YR...that's what it states on the contract..it DOES NOT state AUTO-RENEW.

When I contacted customer care to make sure I was correctly giving notice, I was put on hold. Then, I was told about the auto-renew. WHERE??? My contract states 3YR.

"Oh, it renewed in November 2014 for another "3YR" term." I was told to reference a paragraph on the contract that states, "the terms and conditions incorporated herein (and located at www.terms.xo.com)..." WHICH IS NOT ATTACHED TO MY CONTRACT THAT I SIGNED AND CAN BE MODIFIED AT ANY TIME UNBEKNOWNST TO ME!!!!!! This key website (www.terms.xo.com) brings up a 20-page PDF document, and importantly, the auto-renew info can be found in Item 8.0. As an office manager in a service-related company, representing 20 national/international well-known companies, we'd be out of business if we ever treated our customers like this. Shame on you XO!!

We've been with you from the beginning, and this is how you treat your customers.

And, I don't want to hear that "auto-renew" is for our benefit; we've been on month-to-month contracts with other service providers. WHY NOT YOU?????

View more comments (5)
ID
#430616 Review #430616 is a subjective opinion of poster.
Location
Chicago, Illinois

Facilities manager

customer support is non existant, on hold for over an hour trying to get a line forwarded. If your service never breaks or needs repair you may be ok with this company, but if it does don't plan on these guys helping you fix it. run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away,run away.
View full review
1 comment
#978205

I've been a longtime customer of XO and that's a feature that you can do yourself online on their Customer Account portal.

No need to call into Customer Service!

ID
#399737 Review #399737 is a subjective opinion of poster.
Location
Phoenix, Arizona
Loss
$1

Horrible service.

Not only was the service extremely expensive it was also slower than most individuals internet at home. The service was constantly going out for reasons they would never tell us. This is a business that relies on being able to have constant internet connections to a server and also many customers place phone orders. At one point XO claimed that ants had built up so much in one of their boxes and that cause us not to have service for several day. I tried speaking to their "salesman" to see about making their service priced to what they provide and was led to a person who worked part time from their house and made no attempt to call me after one phone attempt. They should be avoided at all costs. Just cancelled and found out that they require you to pay for an additional 45 days even if you don't want to use their internet for a day more. They nickle and dime you to death and the overall experience is just poor at best.
View full review
2 comments
#978208

Most IPS providers require some type of cancellation notice i.e. 30 - 60 days. They don't just shut you off when you call into Customer Service.

#825269

Either there is something you're not saying about contractual agreements you made or the company is assuming you won't take them to court over the matter - multiplied by a large number of people who behave the same way puts a significant amount of money in their pocket.

I note that they did not bother to even include an automatic response acknowledging your review.

View more comments (1)
ID
#394379 Review #394379 is a subjective opinion of poster.
Location
Houston, Texas

Total Rip off company

We were goated into an expensive contract that we had to suffer through for 3 years. 5 times market on the cost of bandwidth. We followed all their rules about giving notification that we did not want to continue. Yet we are still being chased by a collections agency that they siced on us, after they disconnected our service but still charged. The customer service was the *** when trying to resolve this. In addition, they are technically incompetent. If you even consider XO as a provider, go to a shrink first as you are definitely crazy to do it.
View full review
2 comments
#859130

We just had an experience with XO that was also a nightmare. We 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 wich was nearly $700 more a month and refused to sign and at this point went with a less expensive vendor.

later the sent us a bill for $4000 for installation charges which they are now claiming we canceled the contract.

I would not recommend then to anyone.

#737679

We are in the same boat. We keep getting a call from a collection agency threatening to sue us and they want to talk to our corporate attorney. We moved to ATT and the service has been much better with a price that is just as good.

View more comments (1)
ID
#393750 Review #393750 is a subjective opinion of poster.
Location
Saint Paul, Oregon
Loss
$3000