dorian fraser moore

I wish I would have seen this before I signed up with them. I experienced everything you described, plus some. Sitting her right now with a call center that has no service & guess what the best part is. XO is down as well. I can't even call to report the outage.

Worse company in the world

Definately worst company in the world. Their customer service probably operates less than 5% of usefullness. I have encouraged all my companies to change to another carrier.
One company switched to another telephone/internet company in August. Each month they tell me to call for the credit on our account. This is now November and they are telling me to call back again in December as our bill has not reached a zero, and Novembers cycle has passed. This is after talking to 3 supervisors, 3 members of customer service. AND I have all their ID numbers and names, but XO only have record of one person I talked to.
One of the original sales people who switched to another company, agreed this company has been full of false promises since the beginning!

They automatically renewed my contract for another 3 years after I called them I was told I could go month to month. Then after they renewed me they told me they dont do month to month . How can I shake these bastards. They said I could cancell all together but I would have to pay they remainder of two years on contract.

I'm getting the shaft from them as well. I started shopping our service because the contract end date is coming up. I was warned by other vendors that XO would automatically renew the contract if I didn't give them 30 days notice that I don't want to.

XO confirmed this. They also told me that they don't offer any month-to-month service, so either I renew the contract or the service gets shut off when it ends - period.

AT&T is telling me that's actually untrue per FCC regulations. Most of me is hoping that the transfer just goes smoothly so my service has no disruptions - but the other part of me is hoping they try to mess it up so the FCC can come and smack them upside the head.

While I can understand your gripe. Service at XO has significantly improved but you need to understand their methods of dispute, and also have very good sales rep to go to bat for you. If you want a very good provider, try our web site. We can consult on good vendors; we have experience with all of them for 10+ years. Companies with great back office and billing are Internap, Megapath, Telia and believe it or not, Cogent. Who has the worst customer service and billing? Verizon Business, Abovenet, and Qwest.

This is still a horrible company to do business with. Avoid at all costs.

Glad to hear all the testimonials, you all have effectively persuaded me from using XO Communications. Thank you all!

So I'm in a similar dilemma and if anyone has insight it would be incredibly appreciated. We got their 3M flex package in 08/06, which then apparently auto renewed in '08. I called in June of '09 and spoke to a rep and asked what the terms of cancellation were. He stated that I would need to pay the current billing cycle and the next 30 days, which I said ok no problem. I asked are there any additional fees, and he stated no.

I then went to shop for a new service - The amount of phone problems I've had with XO warranted me going somewhere else. I just got the service installed 8/31/09, called on 09/01 to cancel and was told that I owe $14000 for the remainder of the contract.

After speaking to several reps, they will not accept a payment of $3600 which is the 2 months service I was told I needed to pay, and now I already have the new service as well.

I should have gotten this in writing and a phone recording, but I didn't think anything of it.

How do I get rid of these people, Jesus?!!!

I was talking to my XO rep in early August about how expensive our data lines were compared to all the other service providers who are always contacting me. She went silent for a moment and then came out with the truth that they had been over-billing us for the past 2 years. She said she would take it up with a supervisor and call me back. She never did call back. When I finally chased someone down they told me that they have a back billing tariff that protects them from having to pay more than 3 months. So now I am talking to the retention department because I have threatened to leave when the contract runs out in November. Believe me, I'm going to another provider but I'm going to try and get my money back first.

Nick,

Going through the same thing. Was told it was ok to cancel, then we received a $24,000 adjustment a few months after changing. We never received notice of renewal either, which the contract states they must do, and, according to customer care, should be included in the notes on your bill. We have an open contract dispute with them, but I doubt they will let us out.

If they won't let you out, complain to the BBB and any applicable governing bodies.

Hi,

I just received a $14,000 early termination fee bill from XO. And yes it was another unaware auto renewal of a 3 year contract. This is very expensive stuff to be auto renewed. I find it extremely unfair. And it will mostly put me out of business. Please email me if you have a same problem.

opps the email didn't show it's mphan0302@gmail.com

I currently work for XO, and while I don't agree with the auto-renewal policy, why do you continuously blame XO for you NOT reading the paperwork you sign? The auto-renewal clause is plainly listed in the Terms and Conditions of the contract that you sign. Take responsibility for your own actions.

Dear Anonymous XO employee,
I have NEVER posted a rant before - I was looking for others in the same predicament as my company is in with XO. Reading your defense of this policy set my blood pressure through the roof.

You have got to be kidding us, while the auto-renewal is in the contract, it also states XO will notify "in writing" that the contract will be renewed. That is very ambiguous if that "notice" (read contractual obligation) is occasionally stating that policy notice on the back of a bill. That is not an intentional notification to the responsible party of a contract.

XO is placing 100% of the burden for the 30 day cancellation period solely on their customers.

Further, XO has a host of resellers with a multitude of business practices. How can you defend that every one of your customers has received your "terms & conditions"? I signed a 1 page contract that was hardly more that a credit application.

I find it unethical the 6 months prior to my term renewal date that "notice" failed to appear the 2 months prior to my contract expiration date. As a matter of fact, it failed to appear 3 of the 6 months leading up to my term date. If that is a standard business practice that exists on all accounts, why is it not on every invoice every month? It almost seems intentional?? More importantly, where is the specific auto-renewal notice the contract party is entitled to?

I am sure all of those who have fallen prey to this company also feel that XO bears some burden to counsel their customers when "any" XO employee is contacted of their intent to change carriers or cancel their account - NOT after the fact. Very poor business practices which come very close to, if not, deceptive.

I have had more contact with your company since I cancelled my service that the prior term of my contract. XO is very reactive to their auto-renewal policy.

Every single business class voice/data providor in the United States has an auto-renewal clause in their contract. Also, tariffs are not mandated by individual companies but by the states within which they reside. So now ya know. ;)

Ok -- Ditto we had the same thing happen. Auto renewal-
it was our own fault by not realizing after 4 years of being with XO that we had not fulfilled our contract in full. By enlarge all phone companies are shady with their business practices. Has anyone challenged them legally? Please post if you have. We are thinking about it due to the unfairness of the policy.

This needs to be at the top of Google. XO is the worst company. XO Sucks. XO is bad. Don't use XO. XO customer service is the worst. XO contracts are shady. XO doesn't care about the customer, only about their money. XO customer support techs don't know anything about their system. XO doesn't communicate. XO doesn't inform customer of issues that will arise when services are moved. XO doesn't verify issues with customer before closing trouble tickets. XO just doesn't communicate.

Here's my story. We signed up for their Flex service in Aug 2008. From the beginning we were hung out to dry. They didn't help us configure their services. Calling the support line resulted in their tech people reading the same online help pages I was reading, and having no additional knowledge. Their "Tier 2" support was more helpful, but constantly didn't communicate with me to fully understand and resolve our issues. This led to constant unresolved or prolong issues with our service.

XO cannot make changes quickly. Everything requires at least 30 days, including adding additional long distance minutes (took 60 days), and adding a call center (30 days). We ordered extra phone numbers for our service and XO gave us numbers starting with a neighboring area code as the local prefix. This causes us to constantly receive wrong number calls. XO said they didn't have any other numbers to give us and that we should "tell the callers to dial a 1 first." Meanwhile we get close to 100 wrong number calls a day on these lines.

I spoke with XO Reps, local reps, customer satisfaction reps, and retention reps about the issues we've been having all along. EVERY ONE OF THEM has left the company or changed to a different location and department. Now that we are trying to end our contract with XO, I can not reference my prior phone conversations with these people as proof of our issues.

XO has denied culpability in any of this. They have only said that "we" have had communication issues, as in XO and my company. However, on my end, *I* have communicated, *XO* has not. More times than I can count, I have submitted trouble tickets and have them closed without a tech talking to me. Multiple times I've had to open new trouble tickets and verify that the support rep is putting the exact notes in the ticket that I need for the upper-tier tech to fully understand the problem since they don't care to talk to me about it. Numerous times I have contacted our account rep only to never be called or emailed back.

XO is a joke. They don't know how to run a business. They now are holding us to our contract claiming that lack of communication is not a breach of our SOA. Lack of customer satisfaction in their service is not a breach of our SOA. They say if we cancel they will charge us for the remainder of our contract (17 months) as an ETF (early termination fee).

If you are looking at XO as a service provider, DO NOT EVEN THINK ABOUT IT. XO is not good for your company. XO will ruin your company.

Somebody should start a class action against XO.

I would file a complaint with your state PUC.

I am actually with a competitor of XO, and while I love reading all of this beating up of XO,I must say it is unfortunately a symptom of an overly complicated 1/2 A^^ regulated industry and legal mumbo jumbo that most lawyers would not even understand that usually gets clients and customers in trouble. Your SalesRep is your best ally, whoever you are with. Utilize them as much as possible. I do find clients all the time who do not read their contract. I also find Salesreps, who purposely make their contracts non-understandable, or gloss over the details in hopes the details will be overlooked. Agreements boil down to (2) entities doing business, And like a marriage, those two entities will agree sometimes, and agree to disagree others. Two good people, if they are open will try to work together to make things work. But, also like in a marriage, if you stick your head in the sand, and if either side believes it's all the responsibility of the other.....the relationship is toast! So analyze, review, investigate, who you are going to marry. Because Like a pretty girl....many times what's underneath ain't worth it. Buyer beware!

Hmmmm...The above comment makes sense. I am a consultant in the Telecom World. And it does amaze me, that vendors and clients, and consultants even, always want to make it an us against them world. For us to win, someone's got to loose. We have got to stop looking at it that way. Vendor's have bad salesreps, just like clients have bad employee's, etc. Shady is as shady does. Most salesreps cannot survive long term without a decent, integrity oriented, approach to both sides. Do they have their own interests at heart....of course, but so do clients. I see clients worming the price down by a few dollars, and then griping about the service they get, etc. Pitting one salesrep against another, treating the vendor like they are dirt, and then expecting the best? In a marriage...how far does that get someone? Treat people like you want to be treated. They will do their best for you. XO has great reps, and bad ones, just like everyone. Ask for a meeting with their management, try and work things out. No company wants to hold onto a client that hates them, but,.......a contract is a contract. Take some responsibility. Did you really just not pay attention. did they not fulfil their side? If not....I think any reputable Manager will work it out with you. Have your proof ready. But, don't expect someone to walk away from a contract, if you just want out of your obligation and are going to give the services to someone else? Your organization wouldn't do that either? Grow up......take responsibility. Or, if they are really that bad. Get your ducks in a a row, show proof, and that they too have contractual obligations. Make them fulfill them.

In response to "XO-Hater, on Tuesday, March 30, 2010 on 00:15 GMT"
XO doesn't choose the numbers that you are assigned. The numbers are generated by the "Rate Center" in which you are located, which is governed by the FCC.

I agree XO is not a compnay to do business with, My compnay is stuck becuase we were not aware of the auto renewal clasue. we now are stuck for another 2 years and they will not offer us lower price plans which they are currently offering to others.

A horrible business company. Future shoppers do not use XO Communications.

"My compnay is stuck because we were not aware of the auto renewal clasue"

Or another way to say it would be, "My company is stuck because we didn't bother to read the terms and conditions of the contract that we signed."

We have been using XO for a number of years and we are running from them as fast as we can. Their service is the worst and we have tolerated it way too long. We have had critical services down for days at a time and their support and response times has to be among the worst in the industry. Do not even think of running your business on XO Communications. Most Telco's suck to some degree, but XO is by far the worst. Glad to see this page in the top 10 on Google... more consumers need to be informed about XO

XO the worst company ever.. The blocked my number porting and refused to let the DID go.. Filed a complain with FCC, let see what FCC can do..Stay away as far possible from XO..

We have similar issues. Our contract renewed last year for 2 years automatically, but we have found out our landlord is out of business and we must vacate our offices. Because of the time limit we have to virtualize. XO has categorically refused to terminate our agreement without penalty since the circumstances are out of our control and as of now isn't offering us better than a penalty of 80% of the remaining life of the contract (some 14 months and $11K). This despite steering business their way over the past 6 years between my company the one I used to work for. Basically, they are sticking us with a $8100 bill for service they can never provide. They've effectively lost me and everyone I know as a customer. Don't just run away, ACCELERATE!

I was just told by XO that we have an early termination fee of $20,000. This was not an auto-renewal, but they company has gone out of business. I don't remember seeing anywhere in contract about the ETF. STAY AWAY FROM XO Communicatins!!!!!!!!!!

When you negotiate services and prices with a telecom provider, keep in mind that you're negotiating a price for a full term of services, not just a monthly rate. The longer the term, the lower the monthly charge because the provider can spread their own costs (yes, they have to pay for things too) over a longer period of time. When you sign a contract and then break it before the end of the term, the provider will lose money. Not just revenue that they were planning to make but expenses that they've already incurred to provide your service. Obviously, that's not going to be an acceptable option for any business. So, they charge you the remainder of the contract or an agreed upon settlement. Think of it this way...if you buy a car and finance it for 3 years but then wreck it after 2, should the finance company eat the rest of the cost of the car which they've already paid the dealership for? How's that fair?!
As far as auto-renewals, yeah, those are shady but unfortunately they are standard in the telecom world and switching companies won't help. Do your research though because auto-renewals are illegal in many states regardless of whether or not they were in the T&Cs of a contract. They bank on the fact that you won't actually fight it in court.

It did not take long to find many people with XO communications gripes. Well let me join the crowd, and ask your advice. We had ongoing line problems and were promised a contract rate, every month we were charged from 100 to 500 dollars more each month. When asked about the overage, it was always the slow reaction of the billing department (even after 90 days) we were still overcharged. After problems with our point to point and never getting the billing problems corrected, we cancelled service and found a new provider. XO sent us a bill for $31,000.00, telling me that they have a department of lawyers that do nothing but collect on these contracts. Well if the service is bad, billing is incorrect and overpriced every month and after 8 months it is never corrected / WHAT ARE YOU TO DO??? I am ready to take them to court, and will be creating a website too. The best I can hope for is a class action suit agains XO Billing Practices - and from the looks of this forum and a google search - Bet we have some members of a class action suit here. If you have been damaged by XO in anyway PLEASE post here AND e-mail me, if you e-mail me - I will let you know about membership in a class action suite against this company.

You didn't leave your email address.

Need your Email address, just notified them that the business is changing locations and the new buidling will not allow them to put a line in as it is contracted through another provider. When I told XO they told me that I would have a $24K early termination fee. They are the ones who can not provide service at the new location.

So XO should be out the money that YOU agreed to pay because YOU have decided to move to a building that already has telecom service? Unbelievable.

we have the same problem, we discontinued service with them in October last year after 7 years. never once did we receive a notice of renewal, not a call from anyone at XO over that period except when we had numerious servious outages. They sent us a bill for 24,000 early termination, we beleive that this is a far wider problem than just the few people who have responded to this blog, if so then this is a case for the FCC to investigate as it is a clear case of preditory contracting.

Wow, 24000 is quite a lot of money! What did they tell you when you asked if you had any contractual obligations left? Or did you just assume that you were on a month to month type deal, like with a cellphone or cable?

WOW! We have XO GIGe and 4.5M FLEX Service and are extremely happy! There will always be good and bad with EVERY service provider.

XO has alot of customers and each experience is different, every business is run independently.

Enough said.

wow is right, if you can't figure out a telecom contract and when it expires and what will happen when it expires then you honestly shouldn't be working ANYWHERE!!

after reading all this i have one question... is anyone happy with their current isp? it seems every isp i find has a page like this one with customers who hate it, can anyone honestly endorse their isp?

Google "the planet complaints" and see what comes up. Then try "poundhost complaints". You guessed it. My point is that no ISP is going to be complaint free. It seems that most replies here though have more to do with contract issues than service issues.

Be sure to file complaints through the Better Business Bureau, which is the path I will take in addition to all other possible avenues for remedy to deceptive practices. As of 7/14/10 XO Communications Inc. has a C rating (A to F scale).

The XO contract page which a previous Manager at my company signed, has a reference to a web link for additional Terms and Conditions. The link does not work. The Terms and Conditions document (titled XO Virginia, L.L.C. VA SCC Tarriff#2) is buried in the XO website. A company with honorable intentions would at a minimum make a highlighted footnote under description of services, terms segment regarding auto-renewal terms as they are one of the most critical aspects of considering whether or not to do business with a company.

THe only reason I am dealing with an auto-renewal issue is that when I requested the 'contract' months prior to the orginal contracts expiration date, I was emailed a scan of the cover / signature page.

I do not care whether all providers utilize these deceptive practices or not, they are in the wrong for doing it! For certain, this will lead to a class action suit and I predict that it will be a slam dunk when it comes. Shake hands with the devil to slap a devil, what a world.

I started trying to get away from XO over a year ago. We have multiple offices with several different contract start dates. I was well aware of the auto renew clause so I was sure to obtain all the contract end dates from XO.

Well, after a year went by and the contract end dates started to approach, I decided I should verify the end dates one more time just to be sure (I did that because XO has screwed us over on so many other occasions). After a couple attempts to get the end dates from our rep with no response, I called XO customer care and was given completely different dates than when I had called a year ago. They told me one of the contracts had actually renewed for 3 years 2 months after I had first called the year before. I called XO customer care again and was given all different dates. I escalated the situation and finally got our rep involved. After a couple months I had been given 8 different sets of dates in all. In the months in took me to get the dates a couple of the contracts actually renewed for 2 more years. We felt like we were being held hostage. Eventually, we just chose some dates that were relatively in line with the last set of dates we were given and told XO we were terminating our services on those dates. I was able to get our XO rep to agree in an email that if we terminated our services on those dates we wouldn't be charged any early termination fees but now I can't get a response from him.

Another requirement of terminating your service according to XO's SOA is to provide them all of the circuit ID numbers for the circuits you wish to terminate. I tried to get all of our customer service records from XO customer care and was told I needed to request them from XO's website. I put all the requests in and 5 days later they sent me 5 incomplete customer service records that left out most of the circuit ID numbers I was looking for. So, I sent the incomplete service records to our rep with our termination letter. Now I'm just waiting for XO to send me a bill for 30 grand.

In the years we were with XO they did so many horrible things it almost became funny. They mistakenly disconnected our service and it took them 2 weeks to get it back on. I have emails from our rep stating they owe us around $1,600 for services we were mistakenly billed for. I know we will never see that money.

XO is quite simply the worst company I have ever dealt with.

I agree, first XO is charging us $15/mo with limited bandwidth and limited diskspace. The only reason we can't leave is that the CEO, when faced with a decision to leave, resisted change because he "just likes companies that are local." And XO has offices in San Antonio so that makes him happy. Even though you can't DO anything there.

Well he delayed the website's upgrade (which he's paying for) for two weeks because he didn't trust the CTO's suggested alternative. It's pathetic I know.

Now onto the problems with XO:

I have been working on creating a new website for this company. I needed to use mysql and php 5. I wanted to use mysql 5 but they're still in the dark ages. So I had to convert the parts that used mysql 5 to 4 which wasn't terrible. But still they should keep up with times.

But that's not the worst. Their default php version is 4.x. I wanted to use 5.x. The on-line help (which is not easy to use or very good), tells you that you can use php 5 by using an .htaccess file.

So I created it with the right incantation and ran phpinfo() to ensure I was running the right version. PHPInfo() reported 4.0. So I called XO. The technical support person said "oh you can't use that script to determine the version of php" of course he was full of it. After complaining to him and explaining to him that what he said was nonsense, it all of a sudden worked.

They never told me that the .htaccess file needs a blank terminal blank line in it.

But that's not all. Later I've been trying to use the .htaccess to do some basic things, like protect folders, redirect old html links to new pages, and prevent directory listings, etc. every single thing that I try gives me a parsing error.

What's worse than that is that every time you make a change, it takes about 5 minutes before your change is reflected on the servers. This makes debugging a syntax error a nightmare.

Still, till this day, I've been waiting for help with htaccesss. I can assure you that I don't have bugs in my files but that their proprietary version of apache sucks. It's taken two days and they still haven't gotten back to me.

In short run from XO if you can.

So, what happens when you don't pay the early termination bill? What does XO do about it?

They'll report to the credit bureaus and then, if the amount owed is high enough, sue for breech of contract. They pursue less than 20% of these cases themselves though. Most are sold to third party collectors. Good luck!

I agree with all of you. I am trying to resolve intermittent connectivity issue and they were not able to resovle even after 24 hrs,

I have called 10 times in 24 hrs every time they say that they have escalated the issue but no one call back or try to resolve the issue.

I tried to contact so called account manager but no response.

Their service/support sucks. I do not recommend XO to any of you in the world.

My company is in the same boat regarding the early termination clause. We terminated 19 mos early- and they now claim we owe them $20k. Love the idea of a class action. Probably would have felt differently if they provided actual notice - either a letter, email or phone call instead of relying on a generic notice buried in their bills each month. We will fight in court if necessary. Good luck trying to get someone knowledgeable on the phone- even if you do they refer you to legal and guess what- they only provide a mail address- no phone number or contact person. This is a great forum- would love to see how many folks are affected by this to see if a class action is warranted.

I selected XO for my company and stayed wit them for 6 years. Mye experiance was that their field tech was good but customer support and internal system was a mess. Each time you call them they would take 30 to 40 min wit you on the line to open trouble ticket. Some of the features we had wit them like auto attended no one at XO service center knew what it was and they would say no its your internal equipment and we never had any internal equipment everything from voice mail to auto attendent was hosted by XO. After long arguments and going back and forth they would accept it. Very frustrating.
Six years later I moved and gave them a notice of sixty days before the end of the contract and they said it was fine. It took a little longer for us to move (15days) so I called and emailed and requested extension at that time they did not say anything but said its fine tehy will disonect after 15day. They left out the part that oh yeah but we will charge you $22,000 for not switching 15 days after the grace period.
Once all was done they sent me a collection notice and the account to collection agency who wants to collect the full $22,000 from me. No one from XO would return my calls not even their District Sales V.P.
No wonder their stock is trading at such low levels.
There are companies you switch back and forth to as your need changes but then there is XO you will never go back to after this.

We had XO for 4 years and it a horrilbe experience from day one. We decided to go with Cavalier. I called XO and talked to their accounting office and told them that we were looking at changing to another carrier and wanted to know if we needed to give any kind of notice. The lady asked for my account number and said NO. I asked her if we needed to write a letter stating the termination and she said No. She said the other carrier would take care of the transition. We changed service, received the final bill and I paid it.A month later I recived a bill for $15,000- for early termiation of contract. I have been harrassed by a collection agency for a year. When I told the collection agency about my discussion with the accounting office at XO the guy told me that they are minimum wage personnel that are clueless. NEVER EVER sign on with XO. It was and is a horrible experience.

XO Communications Surpasses One Million Business VoIP End Users
Company Leads Industry in Business VoIP End Users
Herndon, VA, October 5, 2010 – XO Communications (OTCBB: XOHO) today announced that it has surpassed one million VoIP customer employee end users, reaching a major milestone in the business VoIP services market.

Through its award-winning business VoIP services portfolio and industry-leading VoIP services bundle, XO® IP Flex, XO Communications has solidified its position as the leading provider of VoIP services for businesses.

I have experience Xo Communications Rip off and I never even got the service installed correctly. I never received the service because, they installed the wrong equipment. The day of the switch they found out it was wrong equipment but, never the less they continued to bill claiming they did install. We have had to file a law suit and Public Utilities Complaint. We have continued our service with our original provider and XO Comunications continues to bill us to this day even though their own installer claims we never got the install. Do not sign anything with them until you verify the service.

Left XO after 10 yrs of a roller coaster ride of poor service and many outages. What is the status of any class action suits with regard to early term fees and related. I just got hit with the infamous $24,000 etf bill.

Just submitted to the BBB on XO Communications unfair ETF practices - little weird that the etf fees for many are 24k

email me with any class action info for this issue
mmcc@pptaglobal.org

Read the following at this url - Sprint could pay big for ETF

http://www.informationweek.com/news/telecom/business/showArticle.jhtml?articleID=212903558

I found this blog a little less than a month ago when I recieved a bill for $18000 5 months after I switched providers. Our contract ended on May 23rd, I called 2 weeks before which they said they had on record. said I had 30 days to switch service completely, Verizon took a little longer and it was completed until July, I called and ask for an extension and verified that no extra fees would apply, the care rep confirmed and that service would just get cut off. Service never did and I never received a letter in the mail. Been research about contracts and it says if they don't send a certified letter that notifies renewal of contract than the contract is void. Not too sure though, I am based in New York by the way. I will be also try the BBB, don't know how successful that will be though.

XO is the worst! We have an IP/VPN/MPLS solution with them and its been bad! Intermittent issues they cannot resolve! What's worse is that they don't believe when we told them that we having problems! We submitted all sorts of logs from different sources to show that the service did go down but to no avail. It is the worst company ever!!!!!

Quite frankly, I dont know how they stay in business. I called support and I asked how many guys they have working in repair and he said 3 guys!!! No wonder they are always experiencing heavy call volumes, they don't have anyone on staff!

I tried to resolve the issue with our "Client Services Manager" who had the audacity to come on site, look us in the eye and promised us that it will get better and that he will personally see to it that our issues are taken care of. Nothing. He rarely responds to email and does not answer any voicemail. In short, completely useless!!

I realize that most telcos suck anyway but XO is by far the worst! XO is beyond worst - just stay away as far as you can!!!

I am an XO employee and your complaints are not falling on deaf years anymore. The company has reinvested in it's IT infrastructure and I assure you the philosophy of just adding new customers and not worrying about existing customers has changed. Customer retention and satisfaction is job #1 for all employees.
Give XO another chance and we promise to surpass your expectation with great service and and even better customer service experience.

TOO LATE.

Anyone successful in breaking an XO contract for poor quality of service?

Do they have a Service Level Agreement that lets you out of the contract without penalty if you experience outages?

I work for a small company that was just charged $26K in early termination fee, despite having followed all the required termination steps. They even gave us a refund for the prorated portion of the month in which we switched, then turned around and decided to send us a bill for $26K anyway! To the XO employee above, kind advice: find another job. Whatever they tell you is a lie. Their actions is not in line with the brainwashing they're apparently giving their employees.

We too were hit with a $24K bill. I put in the term requested within the 30 day time limit, but still got a bill for ETF.

Were either of you two (above) in contract when you terminated your services? Just wondering.

Over a year ago I had left this comment: "I am actually with a competitor of XO, and while I love reading all of this beating up of XO,I must say it is unfortunately a symptom of an overly complicated 1/2 A^^ regulated industry and legal mumbo jumbo that most lawyers would not even understand that usually gets clients and customers in trouble. Your SalesRep is your best ally, whoever you are with. Utilize them as much as possible. I do find clients all the time who do not read their contract. I also find Salesreps, who purposely make their contracts non-understandable, or gloss over the details in hopes the details will be overlooked. Agreements boil down to (2) entities doing business, And like a marriage, those two entities will agree sometimes, and agree to disagree others. Two good people, if they are open will try to work together to make things work. But, also like in a marriage, if you stick your head in the sand, and if either side believes it's all the responsibility of the other.....the relationship is toast! So analyze, review, investigate, who you are going to marry. Because Like a pretty girl....many times what's underneath ain't worth it. Buyer beware!

No one countered these statements or even commented. Why? Because I think they made too much sense. I love the fact that you all hate XO...they are terrible, but not necessarily from a contracts standpoint? Try walking away from a car lease contract, or a building lease, or any contract you Hypocrits! You don't read, nor understand what you bought, and you want to blame XO? Jeeeeezus! Yoou call up some $12 hour Customer service rep, and explain you want to disconnect. She doesn't even now probably how to read your contract, and you take her word for the fact you won't owe anything. you asked....because inside (yourself) you questioned, and problably suspected you did! Wow...you deserve to go out of business, with this lack of business sense!

XO is a bunch of crooks. They lie on the phone and in their emails. We are a small business who got their infamous $26k ETF bill. Now, it appears the "debt" has been sold to "Access-Recovery" or something like that. I think that company is in bed with XO to screw people. Another obsolete company grabbing at everything they can before they die. I am in for a class action against these unscrupulous people.

To the persons who posted the comment about XO having to notify you about the renewal, could you please post where in the SOA or terms and conditions you found that requirement? thank you

To the OP above; it's not in the T&Cs. XO prints its renewal policy on every invoice they send. This satisfies the PUCA requirements in every jurisdidtion with the exception of the state of Ohio and the city of Phoenix, AZ. If you don't live in one of those places, don't bother wasting your time trying to fight it...the law is on their side.

To "let's sue xo", good luck with that.

I was reading some of the posts regarding XO Communications and need some help.

I'm starting up a new real estate business in San Diego, and they happen to have the vanity number (unassigned) in their possession, but will not work wtih small businesses that won't commit to at least 20 lines immediately.

So, what I'm frantically trying to do is locate a "generous minded" individual that currently has an XO account that would add this single number to their account and then I would have AT&T (who I've already talked to) port over this number to my own account and cancel immediately with XO. Unfortunately, AT&T can only transfer active numbers and not numbers that are currently unassigned.

I would of course pay for everything in advance and also give you something extra for your time!

I'm trying everything I can to get this darn number!

Feel free to contact me if you or someone you know might be able to help me. Thanks in advance for reading this.

David Stone
619-206-1551 cell
dstone@ioxford.com

"To the OP above; it's not in the T&Cs. XO prints its renewal policy on every invoice they send. This satisfies the PUCA requirements in every jurisdidtion with the exception of the state of Ohio and the city of Phoenix, AZ. If you don't live in one of those places, don't bother wasting your time trying to fight it...the law is on their side."

What are PUCA requirements? I strongly disagree with the above statement. Our contract provides that XO will notify us in writing prior to expiration of term. If no action, contract will automatically renew. A generic statement on every bill does not meet this requirement. Further the bill does not even specify when contract terminates. All XO needed to do was to send a letter prior to termination alerting us to auto renewal. They failed to do that.

PUCA is a generic term for Public Utilities Commission. This organization regulates the standards by which telecom and other service providers may operate in their own respective markets.
A generic statement on every bill, in fact, does meet this requirement unless you are in one of the above stated markets.

It's really too bad...."The Law is on their side", "Let's sue XO".....Customers pitted against business, business hiding behind corporate laws, policies, legality in every thought, every action.....
Corporations are run by people, Customer's organizationsa are run by people. People would not hurt other people intentionally...but corporations, and businesses don't think twice about it? There has got to be a better way to arbitrate problems, resolve with outcomes that satisfy both sides. America's Corporations are becoming hated, and unfortunately the reality is just like Lawyers, there are good ones and bad ones. There are two sides to every story. Corporations cannot provide services and then just walk away, because the client did not really understand the terms of the deal. Businesses cannot continue to be viable when services and costs are unreasonable, or penalties for their needing change are unreasonable. I don't know the answer...but we have to figure it out....somehow.....someday?

would love to see support for the statement that generic statement on bills meets notice requirement set forth in contract. That is not my understanding of the law especially in NY.

Let me guess, your thinking of New York General Obligations - Title 9 - § 5-903. That's the one that most people in NY reference when trying break their contractual obligations. Here's the problem with it; it doesn't apply to telecom/data services. XO has prevailed in court many times on this issue...especially in NY.

why doesn't telecom/data services apply?

I wish that I could answer that question for you but I cannot. I'm simply passing along what I do know.

I just got hit with a $30k ETF bill. Sent in my cancellation request through their website customer service. Have the written request and a ticket number to prove it. Talked to their dispute department and the guy told me that although they see the explicit cancellation request, that was not sufficient. It had to be a certified letter. Can you believe that?

XO doesn't have a "dispute department". When you say that your request was sent in through their website, do you mean that you mailed a written request to the address on their website or do you mean that you sent it as en email to their general inbox?

I fear for anyone trying to cancell with XO who does not have a copy of their latest contract. You will have a tough time finding out your real contract expiration date from XO.
We recently cancelled our contract with XO in a letter sent via UPS, printed the proof of delivery because we knew we would have to use it later. Our new service provider ported the lines. We received verbal confirmation that the service was set to be terminated and kept the XO reference number, see above. We were then told the credit for the amount billed outside our contract would be processed the next month, which is where we made our mistake of not writing down that reference number. We currently have a smaller balance due which we are fighting with the dreaded Access-recovery. We are happy to pay through the end of our contract, XO billed us for almost three months past our contract end date and i could never get a straight answer out of anyone. Never get a straight answer is the XO MO. The problem with XO is not $12/hour employees(I have know plenty of compentant $12/hour people), it is that the information is not available to anyone whom the customers can talk to. They are crooks who will say anything you want to hear just to get you off the phone. STAY AWAY.

The "dispute department" was who they forward my problem to. I sent my cancellation as an email to their general inbox for which they acknowledged receiving because I received a phone call and an email from them asking if I would consider renewing if they match whatever competitor pricing I received.
I have already forward my complaint to the PUC. I think everyone else should do the same.

Please update when your complaint has been resolved.

Just got off the phone with XO communications and apparently my claim to PUC got them to waive the $30k termination fee. It went all the way up to their VP for approval. There is hope for everyone after all!!!

It's sad to see all the suffering. We've had XO for 5.9 years. The flex product was nice to have since it had data and unlimited calling with 5 lines...except the T1 would drop, the edge routing would go out, customer service blows, etc.

We're switching to Telepacific with 3.0mbs and 12 voice for around $800. Our contract is up either 7/31 or 8/7 but of the 5 people I talked to at XO, none can tell for sure. About to write the letter of termination - found this page while looking for a template!

Good luck. I did have better luck finding a local sales rep. But only a bit better.

TelePacific is no better. Good luck.

http://www.complaintsboard.com/complaints/telepacific-communications-c241394.html

^How did you get the IP address of the anonymous poster?

The thing that makes me most upset with the early termination clause - it is NOT REALLY in the contract. What is in the contract is a section refering to terms and conditions on their website. ANd then when you go to website you have to hunt all over to find a small pdf file link. Terms should be IN THE contract, not hidden on a website vaguely referred to IN the contract.

When a party breaches a contract then the other party is entitled to damages. Usually in the event of a service provider contract, the damages are measured by the service provider's loss of profit resulting from the breach of contract. When those damages are uncertain or difficult to calculate, the parties can contract for a liquidated damages clause whereby the parties agree to "liquidate" and agree to a certain amount of damages in the event of breach. Early termination fees are "liquidated damages." However, when the lost profit can be measured, or when the liquidated damages are merely a "penalty" for breach, and not a true measure of the damages resulting from a breach of contract, those liquidated damages are not enforceable. For those businesses who terminated during a renewal term, I don't know how XO can claim any damage from discontinuing a contract that the business could have discontinued earlier without damage to XO (at the end of the initial term).

I also agree that the cancellation charges are not in the service order or the contract provided. XO's claim to be able to change the "terms of conditions" from time to time at its own option also is not enforceable - because that is not a contract which requires mutual agreement. If XO can modify the terms at will then both parties should have that right.

"it is NOT REALLY in the contract"

It's in section C of the abridged version of the terms that are given to each customer with their executed copy of the contract. If any customer feels that their fee amount is unfair, they are more than welcome to contact XO negotiate a fair settlement.

To the poster above regarding XO's damages when a customer terminates during a renewal term; XO is the beginning and end service provider, however, there are many providers in between which XO must pay. Simply put, XO doesn’t own every wire and/or circuit over which your voice/data will travel. XO pays these other providers up front for you term of service. If you sign a 3 year contract, XO will pay AT&T, Verizon, Quest, or whichever carrier applies for 3 years of "facilities". When you auto-renew, they pay for another 3 years. When you decide to leave before that 3 year term, you leave XO in the hole for those charges. Currently, XO pays almost $200K PER MONTH in early termination charges to AT&T alone, so there are definitely damages but, again, please feel free to contact XO to negotiate a fair settlement. Believe me, nobody at XO is getting rich off of termination fees.

Yes, I work for XO. Have a wonderful day!

XO IS THE ABSOLUTE WORST TELCO OF ALL TIME. COMPLETE INCOMPETENCE. LITERALLY HOUR(S) WAIT WITH CUSTOMER SERVICE ON EACH CALL. NETWORK OUTAGES THAT LEFT OUR BUSINESS WITHOUT ANY PHONE SERVICE FOR NEARLY A WEEK ALMOST PUTTING US OUT OF BUSINESS. THEN IT HAPPENED AGAIN A MONTH LATER. WHEN WE CANCELLED OUR SERVICE WITH 30 DAYS NOTICE BEFORE THE AUTO-RENEWAL DATE, THEY DISCONNECTED US BUT CONTINUED TO BILL US AND THEN SENT US TO COLLECTIONS. THEY THEN REFUSED TO ADJUST THE BILL TO CREDIT US BACK TO THE TERMINATION DATE. STAY AWAY! STAY AWAY!

XO Service really bad, internet connection down without notice from 7:00 am 8/19/2011 until ... "we don't know, our tech drive to your company in 15 min...balabala" but then 15 hours, not so good service for this company , good luck anyone with XO,

i think about open a domain name xosuck.com for people to claim ,

15 hours downtime on your business - how much money you lost, think about this when sign with XO

Go to xosuck.com to claim your case,

xosuck.com

Yes, XOsuck.com

Devon Gumbs I worked for Comcast Business services contact me at 908-209-3961 and allow me to share with you our business solution.

Too late Devon. Comcast already has a website dedicated to their suckiness.

comcastsucks.org

After breaking our contract and going month to month for a higher rate for just internet service, after several phone line outages, we decided to terminate XO altogether in May 2011. The representative told me it would be a prorated fee of $550.00 for the month and wished me luck. XO continued to send bills to my business to the tune of $2879.00 three months later. Be careful with XO, they misrepresent every chance they get!!!

i have been locked into a contract with xo for 3 years. i have 17 sites with verizon and have had no outages. my 3 xo sites are down minimum once a month.

XO uses Verizon's circuits, so......

I still question why if this is part of every contract then why is it not clearly stated in writing on the contract? This would follow the same kind of law that says you cannot use too small a fine print. You cannot require the use of a tool such as a magnifying glass or in this case a computer in an attempt to make the information less available than it would be if you just put it in plain print on the contract. I feel this also violates California law:

17602. Automatic renewal or continuous service offer to consumer; Unlawful acts; Mechanism for cancellation; Terms; Applicability of requirements

(a) It shall be unlawful for any business making an automatic renewal or continuous service offer to a consumer in this state to do any of the following:

(1) Fail to present the automatic renewal offer terms or continuous service offer terms in a clear and conspicuous manner before the subscription or purchasing agreement is fulfilled and in visual proximity, or in the case of an offer conveyed by voice, in temporal proximity, to the request for consent to the offer.

The renewal policy is printed on every monthly invoice. The font and size are compliant with all jurisdictions. There is no fine print.

A copy of XO's General Terms and Conditions is available at any time by download or a simple phone call to customer care.

To the guy that compares XO to my spouse. There is give and take in relationships. Unilateral divorce laws have lowered spousal abuse, homicide and female suicide. If you can’t hold me with service or companionship then let me go. For the price of XO I could be dating a super model Ethernet, DSL or cable modem. Just getting my feet wet on this issue started by person that used to be in my role.

Here's the contact information for the law firm who handled Sprint and Verizon early termination suits.

XO can decide to negotiate ETFs or pass the word on a class action law suit.

Scott A. Bursor
Bursor & Fisher, P.A.
369 Lexington Avenue, 10th Floor
New York, NY 10017-6535

scott@bursor.com
212-989-9113 (tel)

Sysprep Greg responded: My internet\phone from XO was down affecting remote workers, internet, email, clients basically the whole business. I reported the problem starting at 10am and at 6:23am the following day the first technical person I was finally allowed to speak with said "This ticket hasnt been worked at all." Followed by "I am not at all familiar with your product, I will have to transfer you." And we have a 10Mb Flex product (4 figures monthly) not some cheap little dsl link. It ended up taking about 20hrs just to get a technician who knew the product to start looking at it. That was with me screaming from the mountaintop the whole time as well. They kept promising I would get a contact back, never did. At the end of this contract, in about a month, they can XO my rear end goodbye! I'm off to find a service provider who provides some service. My impression is that 99% of their employees are only there to prevent you from talking to the 1% who can actually do something. Hey XO CEO, stop being a dumbass and hire some techs. Fire all those useless customer service reps. Otherwise you will not be in business long!

For months in early 2011 the XO ISP service has deteriorated to the point that when we placed a call about poor internet service, they put the circuit in test for days - thats right we had no service while the fiddled around for days. Now they have threatened to take us to court to sue for the balance of the contract saying that they did NOT guaranty QOS only that their "OBJECTIVE" was to deliver service but there was no guaranty that they would actually deliver, even though the expect to be paid regardless of whether they delivered or not! STAY AWAY FROM THESE TURKEYs! Carl Icahn should be ashamed to be associated with this scurrilous bunch of boobs!

The 3 year auto renew thing, i don't see how companies can legally allow this. This is such as scam and this is an example where government needs to step in. Can business go back to just that instead of every fricken company trying to scam you. Just got call from someone with "yellow pages" which of course is another company than the one you think.

Hi we use xo and are extremely pleased!!!! We are in the Jersey market. As with any company you nut read contracts, I made sure every single detail was brought to my attention!