Big, Bad XO Network


XO Communications, despite all the issues and problems, is back to building big networks. The company says it has finished its next generation network that connects 75 cities and spans about 18,000 route miles is now complete.

The new XO long-haul network initially delivers 100 Gbits/sec of capacity and sets the stage for a ten-fold capacity increase up to 400 Gbits/sec between any two cities on the network. The increased capacity enables XO to deliver 10-Gbit/sec high-speed transport services to meet the increased bandwidth needs of businesses and wholesale customers. In addition, the deployment of digital optical technology enables XO to provision or upgrade customer circuits in a matter of hours versus days.

The network is based on Infinera technology. In order to better sell the network, XO also announced two new divisions, including XO Carrier Services, which will well sell wholesale bandwidth, wholesale voice, and IP services to other carriers including cable operators. The current trends in the market are helping companies like XO, Level 3 and Global Crossing make a strong comeback after having near death experiences after the telecom bubble popped. Do you think these companies (and several others) continue to do well in the near future?



We have been a customer of XO for sometime. We are in the process of switching to another carrier because XO would not give us an even remotely competitive rate to retain us as a customer.

Today I find out that they disconnected our service. A month too soon. Now I don’t have time to get the new carrier line in place, and XO wants to charge us a hook-up fee to reconnect the line and then want to charge us early termination fees to disconnect the line on the day it should have been disconnected in the first place. Their justiication is that a connection of a ‘new line’ is an automatic 1 year contract so I’d owe them for 11 months of service to terminate early. What?!?!

Of course I have the appropriate CYA emails in place and the battle will begin tomorrow when I talk to my ‘customer service’ rep.

The quality of the data service has been good for some 5+ years, but every time we have to actually deal with a human being at this company it is just one problem or mistake after another. It confounds me that I was willing to sign a 2 year contract to extend my service if they’d just match the rate of the competition. They wouldn’t so I’m voting with my dollars. And the new company is giving me so much more for my money that is is almost crazy.

The connectivity has been good, but XO customer service definitely leaves something to be desired. They have ‘customer retention’ agents, it is surprising to me that they actually don’t do anything to retain their customers. They act like they are doing me a favor by allowing me to pay them big bucks every month for the same service 10 other companies provide for much less money and far less hassle. Goodbye XO.

3 Time Telecom GUY

OK. I have worked in the telecom industry for 5 years. My experience has all been sales related. I have extensive knowledge in IP Voice, IP Data, IP SEC, Opteman, Optewan, Ethernet, wirless, POTS, PRI, DSL, MPLS you name it I have sold it to companies big and small. I will tell everyone on this forum this. There are three major providers of telecommnications services in respect to landline base commnications. These providers are as follows AT&T (SBC, Legacy T, Southwestern Bell, Pac Tel) Verizon and Quest. Depending on were your service locations is your LEC (Local Exchange Provider will always own the last mile) 99% of the time you get a T1 or DS3 it will come from one of the LEC’S with the exception of independent Telco’s. It does not matter what company you use the last mile can and will eventually go down. XO Commnications must call AT&T to put in a trouble ticket to fix a local loop. I will this every company that I have sold for has issues. For those people who believe AT&T is best provider out there and the CLEC’s don’t get the job done HA. There are problems with getting port orders issued, delayed installation, service outages, billing issues, customer complaints. Trust me unless your company is spending 5K and up a month you will not get first class attention. Xo is a great company to do business with and they will go to back for customer when needed. The problem is that when a customer has a issue they always want money.

My favorite line is when an IT vendor wants to get involved in the service aspect of telecom and thinks he understands the complex world of telecommnicaitons think again. Find a knowledgable sales rep and use that person for the services


Absolutley horrendous customer service!!!
Sit on hold forever for any kind of tech support!
I am an independant IT guy & cringe when I have to make a call to XO!
I am doing all I can to get my customer to leave them!


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.


I work for XO currently. I’m a Senior Sales Executive out of the New York Downtown office. I think it’s funny that all the guys who work for XO have neglected to hone in on their markets or really give details.
Somewhere up there, in the earlier posts, someone said that the most important aspect about your relationship with a provider is your sales rep. Someone else said that you should probe reps with questions that you KNOW will yield a “no” answer to see if you’ve got a “yes” man… cheap tactics. If you want to know if you have a good Sales Rep on your hands, the best question to ask him is, “What happens, step by step, from the moment I call you with an issue.”
A seasoned, responsible rep can walk you through the entire process, from start to finish- it should be reflexive. S/he should know everything about the departments that support the customer, not just, “Sure Mr. Customer, you call me- I fix it.”
In reality, a Sales Rep can get most (and I mean 75%) of issues resolved intra day. There are some issues that are BEYOND service, a Rep should reach out and explain that BEFORE he earns your business. A car driven at 100mph into a telephone pole is pretty much going to leave your XO Sales Rep with his hands in the air when you scream, “all my phones are down!!” It’s all about setting the correct expectations.
Look, I have dozens of satisfied customers, and I have a hanful of customers that make me feel very good about the fact that they don’t know where I live. I’ve had accounts go down for a month! I’ve had accounts where they were the only people who kept their services up when everyone was down for a mile in every direction so, go figure.
I do everything in my power to run my customer’s complaints, moves, add, changes and even (painfully) their cancels, in an effective manner. If you’ve all had shoddy service, or just need help with your account, reach out to me, I’ll change your ideas about XO.

New XO Guy

Paul, it amazes me in reading some of your comments, even though you have been enlightened on how business works in the real world, versus the world of the obvious free-ware type mindsets. In the real world, as was described before, companies which have a clear view of critical components/services to support revenue generation, fully understand that cost-saving shortcuts such as consolidated lines for voice and data (needless to say words like fail over/redundancy provisioning do not exist) equals in the end lost revenue potential. As it appears that you are more of a technical person versus a person with business aptitude, I highly suggest the next time you ask your management team to consider service contingencies, present you requests with a vision on how service down-time impacts business. It does not matter which service provider you go with in the end, non-operation of service in EVERY case equals loss of operation.

Risk management is a discipline that applies to many situations, other than communications services. Imagine if you had a heart condition, your family had the option of putting you on a single device that could keep you heart pumping … but if it looses power, you’re dead. They also have an option where a backup heart device can be configured in the case of failure; it kept your heart working even in the case where the primary device fails. It may sound like a simple scenario, but it really is that simple.

You are trying to defend an argument which really has no real merit, and speaks disgruntled person … not necessarily disgruntled customer. Don’t fully rely on XO to take care of your issues, take some ownership and perform some proactive steps to optimize your service uptime.


Thank you tech cougar, you made my decision not to go with XO. We looked into XO on our own and it looks fine but Time Warner was submitted to us by the company supplying the hardware. Having their support to get all this technology to work together and consistantly in harmony makes sense. The cost isn’t the issue, nor is the 50,000 toll free minutes, it is the SUPPORT that will be critical in the long term.

Thank you TechCougar


All small and medium size business need to quit being cheap with IT support. This is the core of all these issues. Customers are buying more complicated and integrated solutions, expecting “plug and play” like P.lain O.ld T. S.ervice. LECs and CLECs are too big to coddle customers and provide the level of butt kissing customers seem to be expecting. UNEDUCATED CUSTOMERS = UNSATISFIED CUSTOMERS

Example: The post from the unsatisfied customer listed shows 4 big holes. The product he bought is a full data T with voice IP based. He expects repairs to be done in minutes if not hours. UNREALISTIC AND UNDEDUCATED. All circuits will drop, it’s just a matter of when. All COMPETENT IT groups will have a backup for emergencies and this is not the providers responsiblity.
All LECs have frontline tech desks that will go through scripts to weed out issues that are on the customer side.(87% of support calls) If you are unprepared for this it will drive you up the wall. That’s why most customers complain about the IVR systems LECs use…they were designed for IT to call….not the end user.
Lastly, if you are spending under 5 grand per month, you are a “bottom tier customer” and will never have “world class customer support”. It’s just not possible with the size of LECs and the scope of products they sell.
No company will ever tell you the limitations and restrictions of their products, (including LECs). It’s not good business and you would never sell anything.

The sooner companies realize IT cannot be marginalized or done on the cheap side, the better off we will all be.



Potential XO Customer

Wow! I went to the web to find information about XO as we are considering a transition of our small business data and phone lines. I have had glowing verbal reviews from current customers, hand selected by my XO rep., but reading these comments – I have to ask, is it really that bad?

Can anyone offer objective, sound advice on whether XO is a good alternative for a small business? Or should we steer clear to avoid alot of pain?

Our current solution was a real pain to implement and the sales rep was done with us once we signed the contract. We were left to deal with a “customer service” rep in a distant place who could care less about the business interruption we endured. Three years, the memories are still bitter and something we want to avoid going forward.

Lifetime Telco Employee

It sounds to me like XO is just like every other Telco company. I have worked for Tyco, Lucent, Nortel, and several other smaller companies and none of them, NONE of them, come through on what they promise to deliver. As the customer has squeezed the price they are willing to pay tighter, the vendor has been forced to lower their prices. One problem though, skilled employees are still expensive. Therefore a customer cannot possibly expect to pay the lowest price, yet get the best service. However, people do tend to go with what they want to hear. Telco, unfortunately, is a business where liars rise to the top – industry wide.

Future XO Sales Guy

Xo Sales Guy, Kudos to you for standing behind your company and products. I worked for a telecom company called Deltacom in the Southeast but I’m leaving to start with Xo in Oct. I’m leaving because deals I’ve sold aren’t getting the attention from corporate like they need. After struggling with my clients and fighting on their behalf I’m sick of losing the fight. Therefore, I’m taking my clients with me. The thing you need to understand if you don’t work in telecom, is each and every company out there has provisioning problems, billing issues, network outages. I’ve done my research about Xo and they care about the strife the sales rep goes through to make their customers happy. I don’t know if this is a recent inititive but I’ve made sure not to get into the same predicament. Xo has assured me and after talking with other employees they give customers attention and follow up with issues which was lacking with my former company.
What you as the consumer need to do is to do your research before signing the line. Find a sales rep that has morals and will go to bat for you and work on your behalf. Not the lazy lying sales reps that couldn’t care less about service after the sale. I see that all too often in this industry. Like Xo Sales Guy I’m an ethical person and I won’t lie to sell a deal. There is a ton of misconception put out in this industry by many sales reps out there. Use your gut to feel your sales guy out. Ask questions that you know should yield a “No” for an answer. If he’s a “Yes” guy you may need to look elsewhere. Not necessarily base your judgement on the company due to one unethical sales guy. Call another from the same company. Hell, call me and if my company isn’t the best solution for your situation I’ll tell you. Seems like Xo Sales Guy and I are a dying breed but once in a while guys like us come along. You the consumer just need to make sure you find us.

Dissatisfied XO Customer

XO Sales guy. Allow me to tell you my story. Just over a year ago my company was in the process of moving to a new building. We were looking for a T1 provider as well as VOIP. We were drawn to the XOptions Flex product as it would take care of both the T1 and VOIP lines.

During the first 3 months, we had a few routing issues with our voice lines, some people weren’t able to reach our lines directly and would get ‘number is not in service’ messages. Fair enough, these seem like usual problems when porting numbers.

During this period we discussed whether we should try to get out of our 3 year contract. But wait! It was already too late! You see, an XO salesperson smartly talked us into signing on for service early so we could take advantage of a $2000 rebate. That’s like 2 months of service free! He had us signed up as customers in March 2006 even though we weren’t moving until June 2006. So, our 90 day escape clause in our contract was already up by the time we moved into our new building and could actually use the service!

Eventually we started having local loop problems with our T1. Each time the T1 goes out, we go through the same song and dance with the XO technicians. They have us reboot the router even though the T1 card is showing no lights! They run intrusive testing and hours pass before they actually start to dispatch a technician from either their own office or the local carrier.

Now we are stuck with a provider who has no permanent solution for our local loop problems and per our contract, we would have to PAY XO thousands of dollars to escape! Needless to say we feel like we’ve been duped!

Beware of the company you work for XO Sales guy. You


Business is like life: Universal Truth= Yin / Yang. What successful large company doesn’t have ethical issues? Maybe Ben & Jerry’s, but I would consider them as pushers for sugar junkies. Wherever you look, especially government, there’s a dark-side.

Ex XO employee

XO Sales guy. You are having a conversation with 3 people who know what they are talking about. I don’t blame you for your lack of knowledge. XO had me fooled at first but, it did not take long to see what I was dealing with. Some of the people in mgmt are unethical and if it keeps going on it will catch up the company soon.
However, I found most of the sales people and other employees to honest and hard-working.

It is the managment staff that is really ethically challeged and does not seem to understand the concept of customer service.


Good job XO guy! Nice to see a calm voice of reason appear to defend his company & challange some of the chronic whiners & crybabies that these boards seem to attract. My company uses XO, ATT & Sprint & I can say you guys give us the least amount of trouble by far. Thanks for posting…

XO Sales Guy

I feel like I am having a conversation with one guy with three names here. Fine you win, whatever you wish to believe sir.

But I take care of my customers and any service issues and i work for XO Communications.

Ex XO employee

XO sales guy. I worked on plenty of disputes at XO and you just don’t know what is really going on with this company. (LOL)

XO Sales Guy

we do charge access recovery fee on many products which is passed on from the LEC this is true. We do have our new flex data T1 which we do not charge access recovery. and for the voice lines on that circuit we also do not charge LDAC, LNP, PICC charges either. the new flex T1 is a great deal.

and in addition if you know anything at all about real T1 you know it is not distance sensitive. you buy 1544k or 1.5 and you get the entire thing.

you may be referring to DSL which is distance sensitive. this product provides less bandwidth at greater distances from the collo facility.

I personally sell coast to coast and have sold in DC and i have all my customers check dsl reports dot com to check bandwidth on their internet.

I have no need to lie i just feel people should understand that many customers become bitter for many reasons and make up stories.

I have been with the company for 3years and know all the issues with my company and i know it has less issues than other providers.

Of that i am certain. All telecom, collo, or voice providers have a percentage of dissatisfied customers. We have a very high customer retention though. In the business size we are now pursuing.


Bob Dobb

Oh, and XO Sales guy is lying….no suprise.

Most customers ARE NOT installed in 30-60 days, well MAYBE 60 days.

I will agree, they have moved away from the 3-5 line customers….and in the process left ALOT of people swingin’ in the breeze.

They gouge people on their T1 prices (charging an “access recovery fee” which is making the customer pay twice for the loop!)

In the DC/MD/VA market they were selling T1’s and telling people they were “full T1’s” and provisioning them at 512K.

If this guy does work for XO, he is just believing the lies they tell thier own staff. Open your eyes and ask some questions…you’ll be amazed.

XO Sales Guy

Wow some crazy wild emotional responses. For a different perspective i see with 99% of customers with problems they consistantly pay 60 to 90 days and with these issues it is hard to get approval for upgrades.

Also it is important to judge the size of the customer. XO IS moving away from the 3 line and 5 line customer. the smallest customer XO now services is a T1 circuit. if your smaller than that XO IS letting you move away as you cost more in customer service than the revenue you provide.

business is about a profit and XO cannot succeed on tiny mom and pop operations.



Allow me to join in the chorus of dissatisfied customers. I’ve been with them for 6 years and from sales to delivery, you never get what you think you’ve bought. Not only does it take months to get billing errors resolved, you can’t possibly imagine the horror if you try to upgrade your service. XO, I’ve got three more offices to switch and then I can say GOODBYE!!!


Not trying to pile on, but I pity the single “Fortune 500” poster who loves XO. They just havent been screwed yet like the rest of us, but they will. The senior leadership team at XO is unscrupulous to say the least. The CEO, Carl Grivner, doenst have a clue and it is just a matter of time before their #1 owner, Carl Ichan, sends him to the CEO graveyard. He allows his HR hencelady (Ms Burke) to do stupid things and his VP of sales, Tom Cady, to encourage sales tactics that are just immoral, if not illegal. Stay away from XO !!!


XO is horrible, lie across the board, i’ve hear during company training that they encourage phone support to lie to the customers about when they are going to receive support. I had to basically fake tears on the phone to the carrier of my local loop to get answers, answers that XO wouldnt provide and otherwise had lied to me about. THE WORST!!! XO IS JUST GOING TO END UP BANKRUPT AGAIN AT THIS RATE!

Alan S.

I don’t know what the previous posters are talking about. I work for a Fotune500 company that has used XO Communications for years with excellent results. We are now in the process of expanding our relationship with them…


As km4 mentioned above – that person knows what going on…

I worked for this company in a upper leadership role during those years & received very FAT bonus checks before, during, & after our claims. I’m no longer in telecom but stay away from this group. In fact,there was a bunch of us who left soon after we cleared (including the CEO & CFO)


XO stinks.. they have an amazing sales staff who will make up anything on the planet to get your business but no implentation staff to back up what they sale you. Beware of this company. they will not be around for long


Wow how in the world does this company do it. They have one of the most unprofessional and uoeducated staff I have ever come in contact with. Believe me save your money and go with ANY of the other companies.. Anything is better than Xo.


What’s really amazing is how cheap the stock is (XOHO)– it won’t be for long as they’ve positioned themselves for strong revenue growth via both their wireline division AND broadband wireless thru Nextlink…


The current trends in the market are helping companies like XO, Level 3 and Global Crossing make a strong comeback after having near death experiences after the telecom bubble popped. Do you think these companies (and several others) continue to do well in the near future?

Please do some due diligence. The only reason XO and Global Crossing are coming back is because of fradulent bankruptcies that were allowed.

As the formula went in telecom bubble then burst days:

-Build it
-Bankrupt it ( and scew the common shareholders)
-Come back stronger

The corporate BK laws in this country are a joke. The super rich get richer at the expense of many middle class Americans most of which haven’t yet really experienced real pain…but many will in next few years.

Erez Elul

Sorry to bother, but this a draw for the YouTube events, which attracted me to here.

Ok, what is The Next after Web 2.0 ?

If Web 2.0 is syndicating, sharing and taking the internet to its elementary pieces, then the Next is applying activates on the elements of Web 2.0.

If sharing is exercised by delivery of contents, then another scale of processing the information in a sharing manner is opened up for communities.

If Content is an elementary piece, then the Next is relations per se.

Imagine peers employing each other’s machines, as in the manner of grid computing or distributed computing, but shortly, where the peers themselves form the tasks and where their machines have their exclusive and different knowledge base.

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