Comments on: Big, Bad XO Network http://gigaom.com/2006/10/10/big-bad-xo-network/ Trusted Insights and Conversations on the Next Wave of Technology Sun, 22 Nov 2009 18:46:03 +0000 http://wordpress.com/ hourly 1 By: Michael http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-983660 Michael Tue, 10 Nov 2009 16:05:34 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-983660 I have worked with XO at my previous two employers and am not pleased with them. I honestly think they are the worst carrier out there. I work for a VOIP company now that uses XO as the carrier and we are always having customers complain about the service and quality or not being able to dial certain numbers. Evertime we open a ticket with XO they say it is going to be fixed within 4 hours and you do not hear back from them until 3 days later if at all. Unbelievable and crappy service at XO. People use their service because it is cheap so if you don't mind problems every other day then go with them. I have worked with XO at my previous two employers and am not pleased with them. I honestly think they are the worst carrier out there. I work for a VOIP company now that uses XO as the carrier and we are always having customers complain about the service and quality or not being able to dial certain numbers. Evertime we open a ticket with XO they say it is going to be fixed within 4 hours and you do not hear back from them until 3 days later if at all. Unbelievable and crappy service at XO. People use their service because it is cheap so if you don’t mind problems every other day then go with them.

]]> By: Andrew http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-977915 Andrew Wed, 14 Oct 2009 02:27:28 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-977915 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 collections agent let slip that many people have been trying to get their XO-collections bills fixed for months and that I was lucky! Crazy! 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 collections agent let slip that many people have been trying to get their XO-collections bills fixed for months and that I was lucky! Crazy!

]]> By: Dave http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-973248 Dave Thu, 17 Sep 2009 01:09:04 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-973248 I am interested in hearing from XO agents that are having contract problems with XO. please contact me @ vredoble2004@yahoo.com I am interested in hearing from XO agents that are having contract problems with XO. please contact me @ vredoble2004@yahoo.com

]]> By: Dave http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-973247 Dave Thu, 17 Sep 2009 01:04:05 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-973247 I looking for Agent sof XO that been terminated in couple of years please notify me @ vince@telelinkca.com. I looking for Agent sof XO that been terminated in couple of years please notify me @ vince@telelinkca.com.

]]> By: Dave http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-973245 Dave Thu, 17 Sep 2009 00:59:34 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-973245 I am agent of XO. I looking for like minded people with similar experiences with XO. please e-mail me vince@telelinkca.com I am agent of XO. I looking for like minded people with similar experiences with XO. please e-mail me vince@telelinkca.com

]]> By: telecomemp http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-970828 telecomemp Mon, 31 Aug 2009 16:22:54 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-970828 Depending on what last mile of service you are looking at it doesn't matter who you go with. If you are looking at T1s I hope you have good copper becaue if you don't you will undoubtedly have issues. In many areas in that region the copper sucks and if you run into those issues then it is a LEC problem, and will not be a problem with the provider regardless of who you go with. Good luck with your choice! Depending on what last mile of service you are looking at it doesn’t matter who you go with. If you are looking at T1s I hope you have good copper becaue if you don’t you will undoubtedly have issues. In many areas in that region the copper sucks and if you run into those issues then it is a LEC problem, and will not be a problem with the provider regardless of who you go with. Good luck with your choice!

]]> By: telecomemp http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-970728 telecomemp Mon, 31 Aug 2009 00:11:59 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-970728 I agree with you and not because I work for a CLEC either. There are so many variables as to why a customer may have a bad experience so for many of these tits whining on here without both sides to the story it is really hard to know exactly what happened because we are getting a biased view. Not saying that problems don't happen because they most definitely do and they are most definitely caused by the provider but these people make it out to be as if they were targeted for mistreatment. As you eluded to the LECs in some parts of the country, most notably the northeast are a bunch of aholes and even if XO customer's were to cancel and go to them they would not have it any better. I agree with you and not because I work for a CLEC either. There are so many variables as to why a customer may have a bad experience so for many of these tits whining on here without both sides to the story it is really hard to know exactly what happened because we are getting a biased view. Not saying that problems don’t happen because they most definitely do and they are most definitely caused by the provider but these people make it out to be as if they were targeted for mistreatment. As you eluded to the LECs in some parts of the country, most notably the northeast are a bunch of aholes and even if XO customer’s were to cancel and go to them they would not have it any better.

]]> By: telecomemp http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-970714 telecomemp Sun, 30 Aug 2009 20:13:05 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-970714 What large company, for the most part, regardless of industry they are in doesn't have long hold times? "Independant IT" guy I sit on hold for answers about my car insurance be realistic and have a legitimate complaint, please because there are some out there I admit but stop posting to articles/sites like this just for the sake of doing it. What large company, for the most part, regardless of industry they are in doesn’t have long hold times? “Independant IT” guy I sit on hold for answers about my car insurance be realistic and have a legitimate complaint, please because there are some out there I admit but stop posting to articles/sites like this just for the sake of doing it.

]]> By: telecomemp http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-970712 telecomemp Sun, 30 Aug 2009 20:08:52 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-970712 "UNEDUCATED CUSTOMERS = UNSATISFIED CUSTOMERS" is very very true! “UNEDUCATED CUSTOMERS = UNSATISFIED CUSTOMERS” is very very true!

]]> By: telecomemp http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-970710 telecomemp Sun, 30 Aug 2009 19:37:58 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-970710 You shouldn't generalize it makes you look really stupid! You shouldn’t generalize it makes you look really stupid!

]]> By: Yoda http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-970651 Yoda Sun, 30 Aug 2009 04:52:49 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-970651 XO aren't the best but they're not the worst. Ceybond and Time Warner are both awful. All these CLECS use ATT or Verizon to bring their service into a customer so 90% of the time its a Verizon/ATT problem. I'm beginning to think that some posters on here have nothing to do with XO they're just promoting Time Warner who are a complete crock. XO aren’t the best but they’re not the worst. Ceybond and Time Warner are both awful. All these CLECS use ATT or Verizon to bring their service into a customer so 90% of the time its a Verizon/ATT problem.
I’m beginning to think that some posters on here have nothing to do with XO they’re just promoting Time Warner who are a complete crock.

]]> By: Screwed by XO Communications http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-969206 Screwed by XO Communications Fri, 21 Aug 2009 20:56:19 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-969206 XO has such poor customer service. They are a terrible telecommunications and data solutions company. TERRIBLE. Our company had various accounts open with XO. When we decided to move to a different company (one by one from each location across US), each experience was the same. They took every possible delay to port the phone numbers over. When one of our reps contacted them and said that they were in violation of the FCC, they responded, "So report us." ARE YOU KIDDING ME?!?!?!? What a crock of sht. We have transferred all of our business to Time Warner Telecom. The incident that made me want to post this time around was this... We requested to port all of our telephone numbers over to Time Warner. Our company actually physically MOVED locations. XO played the same game as far as delaying the porting process. WE had to set up a secondary unit in the old location for one month to ensure that the porting process would go through successfully. XO CONTINUED TO BILL US!!!!! They stated that just because we ported our numbers, that doesn't mean that the account closes. (So, uhm, what the hell kind of service would you be billing us for?)... FINE, we ate up the cost of the bill they sent after... I told them to kill EVERYTHING we have with XO. XO CONTINUED TO BILL US!!!!! They stated that just because we closed our telecommunications services, that doesn't mean that we closed our data services. FINE, we'll play this game. WE closed it. XO CONTINUED TO BILL US!!!!! These mf-ers. Bottom line, I think we may have finally severed all ties with XO and boy, does it feel good. What a piece of crap Company and what poor business practices. I am so relieved that TIME WARNER is around to clean up messes that XO would instigate! XO has such poor customer service. They are a terrible telecommunications and data solutions company. TERRIBLE. Our company had various accounts open with XO. When we decided to move to a different company (one by one from each location across US), each experience was the same. They took every possible delay to port the phone numbers over. When one of our reps contacted them and said that they were in violation of the FCC, they responded, “So report us.” ARE YOU KIDDING ME?!?!?!? What a crock of sht.

We have transferred all of our business to Time Warner Telecom.

The incident that made me want to post this time around was this… We requested to port all of our telephone numbers over to Time Warner. Our company actually physically MOVED locations. XO played the same game as far as delaying the porting process. WE had to set up a secondary unit in the old location for one month to ensure that the porting process would go through successfully.

XO CONTINUED TO BILL US!!!!! They stated that just because we ported our numbers, that doesn’t mean that the account closes. (So, uhm, what the hell kind of service would you be billing us for?)… FINE, we ate up the cost of the bill they sent after… I told them to kill EVERYTHING we have with XO.

XO CONTINUED TO BILL US!!!!! They stated that just because we closed our telecommunications services, that doesn’t mean that we closed our data services. FINE, we’ll play this game. WE closed it.

XO CONTINUED TO BILL US!!!!! These mf-ers. Bottom line, I think we may have finally severed all ties with XO and boy, does it feel good.

What a piece of crap Company and what poor business practices. I am so relieved that TIME WARNER is around to clean up messes that XO would instigate!

]]> By: Mohrfun http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-964621 Mohrfun Wed, 05 Aug 2009 17:05:59 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-964621 Stay away from Telekenex! Terrible customer service. Network is always down! Stay away from Telekenex! Terrible customer service. Network is always down!

]]> By: skigoose http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-962068 skigoose Fri, 24 Jul 2009 19:56:48 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-962068 I worked for XO for a year and half and it was the worst experience of my life. They SUCK at everything that they do. Horrible customer service, implementation is worse.They lie to their customers, they lie to their employees..they even lie to their shareholders. If you want a great telecom company....try tw telecom (formerly Time Warner Telecom). I worked for XO for a year and half and it was the worst experience of my life. They SUCK at everything that they do. Horrible customer service, implementation is worse.They lie to their customers, they lie to their employees..they even lie to their shareholders.

If you want a great telecom company….try tw telecom (formerly Time Warner Telecom).

]]> By: GuruLeeNyc http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-959867 GuruLeeNyc Tue, 14 Jul 2009 23:59:14 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-959867 I am looking at XO and Masergy for a MPLS solution for my 4 sites within NY/NJ areas. After reading these posts, I am leaning towards Masergy... Any advise fellow peers? I am looking at XO and Masergy for a MPLS solution for my 4 sites within NY/NJ areas. After reading these posts, I am leaning towards Masergy…

Any advise fellow peers?

]]> By: Scorpion http://gigaom.com/2006/10/10/big-bad-xo-network/#comment-956410 Scorpion Tue, 30 Jun 2009 20:50:14 +0000 http://gigaom.wordpress.com/2006/10/10/big-bad-xo-network/#comment-956410 As a telecom consultant and agent, I am familiar with all the major carriers. I have been selling as an independent agent for over 7 years. In a nutshell, I can say, XO has the most problems in the telco world in NYC metro. Broadview second. You have so many other choices, so why bother with XO? Go with a carrier that will not screw up your telecom and put you out of business. YES, XO WILL PUT YOU OUT OF BUSINESS. When I used to sell XO, I ran out of excuses and places to hide from my customers. Why the pain? Putting your telecom and internet on XO's network and having sex with a hooker without a condom is the same thing. Clear enough??? As a telecom consultant and agent, I am familiar with all the major carriers. I have been selling as an independent agent for over 7 years. In a nutshell, I can say, XO has the most problems in the telco world in NYC metro. Broadview second. You have so many other choices, so why bother with XO? Go with a carrier that will not screw up your telecom and put you out of business. YES, XO WILL PUT YOU OUT OF BUSINESS. When I used to sell XO, I ran out of excuses and places to hide from my customers. Why the pain? Putting your telecom and internet on XO’s network and having sex with a hooker without a condom is the same thing. Clear enough???

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