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The good, the bad, and the ugly - discover what customers are saying about Xo Communications

Welcome to our customer reviews and complaints page for Xo Communications. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Xo Communications.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Xo Communications's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with Xo Communications, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with Xo Communications. Your feedback is an important part of our community and will help others make informed decisions.

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3:41 pm EDT
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Xo Communications Billing for services not provided

We have been long-time customers of XO, but a recent audit revealed that we have been grossly overpaying for services received. We decided to switch phone service providers and did our homework. Several calls and emails were had with various XO representatives to clarify the terms stated in their service agreement in order to avoid surprise charges at the end. Many times we asked them what the "45-day bill-out period" meant. Never - not once - did any of their representatives explain that we would be billed for 45 days of service AFTER the switch to the new provider. Each time we asked what the "45-day bill-out period" meant, we were told it takes 45 days to wrap up billing. They never SAID they were going to charge us for this 45-day period. Calls to their "Customer Care" department were useless, as everyone you speak with recites the same lines, tries to discourage you from talking to anyone higher up the food chain, and ultimately, refusing to let you speak to anyone else. Their offer of a paltry $50 "courtesy credit" was rescinded when we didn't agree to accept it and quit pursuing them to drop the 45-day charge they're trying to hold us up for. NEVER sign an agreement with this company. You'll end up paying for 45 days of service you don't receive, even when you follow all of their rules and recommendations regarding ending your service in-line with your contract end date. Unbelievable.

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5:37 pm EST
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Xo Communications Won't restore service they admitted to screwing up billing

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

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Update by Ken from Philly
Jan 02, 2014 11:33 am EST

Dear XO Communications Customer Experience,

Interesting thing about how the XO Communications VP "worked diligently to have (services) restored." The payment I mailed before Christmas that "Steven" the manager in collections so doggedly asserted was the only way my service was to be restored posted to my business checking account on Dec 30, the same day when service was allegedly restored by the VP. Worked diligently? Please. I just overpaid for services I never received for what looks to be 11 days without a working fax line and two other landlines. Your customer service chain of command had ample opportunity to support me, so if you had made "significant strides, " I either missed it or the base from whence you stride is very very low.

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XOCommunications
XOCommunications
Herndon, US
Dec 30, 2013 4:26 pm EST

Dear Ken from Philly,

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

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

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

Thank you,

XO Communications Customer Experience.

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7:04 pm EST
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Xo Communications Fraud, theft, blackmail

Xo will cheat you when you try to leave.
You give 90 day notice in writing as per the contract. They will say we bill 45 days from port out. So they try to bill you for 1 1/2 month of non service. XO also cancels the original port out date so the new one can only be made 1 to 3 days in advance as there way to to try to bil you for the 45 days. XO will leave your numbers turned off in there system until you notice. Meaning all XO customers who try to call you will get number has been disconnected. Costing you customers. If XO comm was a person they would be in jail for fraud, theft, and blackmail. When you say lets go to court you will be turned over to collection agency, (Access Receivables) who are also liars and crooks. When you send your dispute they will ignore it like they never received it. Once you invole your states Dept of Commerce. They will turn over to another collection agency. Then you have to start all over.

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8:47 am EDT
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Xo Communications XO Communications is a SCAM!!

XO deliberately kept charging our company on a monthly statement even though it was confirmed through XO employees that the account was closed. In addition, XO has all clients use their "Business Center." This is an online account status. This status said the account was closed. XO denies all of this. They fraudulently hid charges in our bill for the amount of $5280.00. We are getting a class action lawsuit together and invite any other companies to contact us as it seems many companies have. We already have ten companies and are looking for more. Stay far away from this company. Use Cogent or someone who is not purposely over charging and lying to their clients

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teresa siman
Nashville, US
Sep 25, 2013 7:51 pm EDT

Todd,
I too have been over billed, etc. Now over 3 years of failed attempts to resolve, I am looking for Legal Action/Counsel? Has anyone had success?

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6:06 pm EST
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Xo Communications Referral Plus Program

Our company signed up for the referral plus program in 2009 and were supposed to receive 4% commission on payments from the business we referred. We have not received ANY payments. We estimate them to owe us around $20, 000. I have been calling for months to receive our money and have been transferred to India, Texas, Virginia, and anywhere but somewhere that can help. I am extremely disappointed and dissatisfied with XOs moral and ethical practices.

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9:11 pm EDT

Xo Communications Poor business practices

Our company had paid very high rates for phone service (not mobile phones--note that this category is not even an option probably due to the extreme volume of complaints and legal claims against XO) for over six years. We always paid our bills. When we decided to close our branch in the state of Washington, we switched to Verizon in another state for much lower costs. We canceled our three lines. Month after month XO continued to charge us for "shadow" lines, or hunt lines. We were not aware that they existed in the first place, and therefore did not know that we could be charged for them. Month after month when I would call to try to get all service canceled, I was told that my account had been canceled. No mention of these shadow lines or that I could get a cancelation number.
When I called and asked for an account manager after the bill had grown to over 600 dollars, I got a man in Salt Lake city that basically told me too bad so sad, since I couldn't quote this elusive cancelation number. At that point my account got completely canceled. Over the years I have been sent to multiple collection agencies and have had to take time to explain this scenario over and over. Multiple people in our business have tried to cancel this and resolve the confusion, giving dates, paperwork and trying their best to deal with XO and at the collection agencies. Oh and by the way, I paid roughly $200 a dollars at the beginning of the over charges, which I didn't owe. Many friends who own businesses in our region have been legally fighting over this issue with XO (a company that according to online sources has paid out $175, 000 in settlements since Oct for contract deficiencies).

Continuing to bill a loyal customer after they tried in good faith at cancel their full account is amazing to me. A even if they can get away with it, where are the ethics in it? These types of business practices lead to the mistrust of corporations.
Now we are getting a letter from a attorney's office trying to collect over $600. Small claims I guess. When I called I got no one. I noticed that the firm is in DE. How is the attorney going to care about a some business in Idaho?
Do I have to go to the media or court to be truly heard?

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Onsmart
, US
Sep 21, 2015 5:35 am EDT
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Look at the bill dates and compare to the date of the disconnect. Look at the services on your account and the bill cycles for each service. Some of your services likely bill in advance while others appear to bill behind. I would need to see the billing, but if you canceled then in the end all of your billing should reconcile to the date of disconnect. Be aware that some services will not pro rata their charges. For example, most long distance charges bill in arrears and do not pro rata the monthly fee upon disconnect, while regulated local service bills ahead and you receive a pro rata credit on the bill following the disconnect date. It is tricky, but if you look carefully at the billing and pay attention to all the dates involved, you can come to a logical conclusion.

That is not to say that telecommunications companies do not make mistakes.

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Nancey1
Jacksonville, US
Feb 03, 2013 5:56 pm EST
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This company is harrassing by robo calling my home landline serveral times per day and on Sundays. My number is registered on the "do not call" national register. 904-713-8588is the xo landline harrassing my home.

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Corp_IT
, US
Jan 02, 2015 3:28 pm EST

We recently cancelled service with XO Communications after going through a terrible 2 month ordeal getting them to stop the auto-renewal of our service contract. We are still being billed monthly for service although the disconnect has been processed. I even went to the extent of having another employee witness my disconnecting every cable and power cord to their equipment 2 months ago. This has been the worst experience I have ever been through with any service provider. I would strongly discourage anyone from doing business with XO Communications.

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shamrock5
Boston, US
Aug 20, 2014 10:23 am EDT
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We just had an experience with XO that was also a nightmare. We signed a contract for service and after a week we were told it was going to bill a higher MRC due to their accounting error. We asked to have the original contract void, which they did and sent back to us. They then presented us with the a new contract which was nearly $700 more a month and refused to sign and at this point went with a less expensive vendor.
Later the sent us a bill for $4000 for installation charges which they are now claiming we canceled the contract.
I would not recommend then to anyone.

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teresa siman
Nashville, US
Sep 25, 2013 7:56 pm EDT

I have spent years trying to resolve XO Billing Errors. I'm exhausted and willing to hire a firm to bring resolution and send the message to abusive companies that we as small businesses are not to be ignored nor abused. Anyone in favor or recommendations, please email me at teresasiman@gmail.com

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S Weil
Fort Lauderdale, US
May 07, 2013 8:25 am EDT

Our company had XO for a number of years when the service detracted to unusable with constant loss of service during our business time of year with a T1 for voice going down several times a month and not service for not less than 8 hours and up to 24 before being brought up again. This happened so many time they finally agreed to provision a new circuit which did not solve the problem when it finally arrived.

Because this was so adversely affecting our business we had no choice but to move to another carrier porting our numbers from XO. We set a cut off and transfer date that was to cancel service and they continued to bill for 3 more months even though there was no activity we notifies them of the cancellation 3 times before the billing stopped, they never did correct the incorrect billing.
We are now getting calls and threats from the third collect firm, each time we have explained that we canceled as they could not provide the service they promised and we had paid for all service provided but now they want a cancelation fee in addition as “You have a contract and they were not required to provide you service without interruptions and are not responsible for any losses you suffer due to failure of the service beyond a credit for the interruption.”

These guys are big on treats’ and why I should pay them because it’s cheaper than going to VA to arbitration, beside they have a contract so payment is require but not performance on their side.

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John1112
, US
Mar 05, 2013 2:41 pm EST

Our company opened a new branch office and ordered a 10 MBPS fiber optic connection. The rep told us that there would be no installaion needed and that they could have it installed in less than 30 days. On the day of installation (Friday), ATT showed up to install 7 x T1 lines instead of the fiber. WTH? Because we were on deadline for a project, we had no choice but to accept it. ATT refused to install the outside lines needed from their boxes because there was no conduit on the building leading into our office suite. ATT gave us 2 days (Sat and Sun) to install it and they would be back on monday morning or we would lose our reserverd installation appointments and have to start over with XO. We had no choice but to hire someone to install the conduit. $2500 later, ATT was happy and installed the lines. XO then came in and installed their part. When a reimbursement from XO was requested, the agent said that he "told us upfront that we would be responsible for any installation costs beyond the office suite. " This of course is a complete lie since we requested fiber optic to begin with, not T1 lines and our contract says "Installation $0" because none on our part was needed. I got in touch with a VP of Customer Service, and she talked to me for about half an hour. She said she would look into to it and get back to me. She never did. I kept trying to get back in touch with her and all I heard was crickets. Then after months of trying, she emailed me and said that they told us upfront that we were responsible for installation charges. Again WTH? WE ORDERED FIBER AT FIRST! Its like they are trained to lie or something.

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Nancey1
Jacksonville, US
Feb 04, 2013 9:15 pm EST
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Oh dear new company to add to the telemarkerting team PEERLESS NETWORK [protected] just another one that LOVES to harass you after 8 PM at home...geez! when can you make them stop?

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Apollog
Palmyra, US
Dec 28, 2012 9:30 am EST
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I'm not surprised. Their tech service is good but that's the end of it. Dealing with billing and changes is impossible.

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VegasD
Las Vegas, US
Dec 28, 2012 9:02 am EST

This companies practices are the most deceptive of any company I have ever dealt with. Without going into the painful details of my encounter which included discussions with over 10 people the bottom line is they have a 3 page contract that also references the contract addendum on their website that is in excess of 15 pages and includes an automatic contract renewal clause which left me with an early termination clause in excess of $5000. So far they have been unwilling to credit the $5000 even if I sign a new contract to continue my service. Their product is good and their policies are terrible. Buyer beware!

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