XO Communications

XO MISCOMMUNICATION!
Don’t even THINK about using this company for your telecomm services. Use AT&T or anyone else –even if it costs more.
They’ve been sending people who try to reach my company via 411 to diconnected phone numbers, voice mail machines and even to my competitors. I’m actually paying them to send business to my competition. When I discovered the problem and tried to correct it, they sent me through a series of faxes, emails, phone calls and other senseless genuflections to fix the problem — but after 7 months, the problem still exists.
I’ve talked to dozens of people at XO all of whom continue to find new ways to do things incorrectly. I made a request by phone and by email. No one responded. So I called to follow up and they said, they cannot process the request via email, I have to do it via FAX. Really? You can’t process a requset via email? Aren’t you in the communications business? Isn’t technology sort of important in that line of work?
Then after I faxed the request, they said after a few weeks, «We forgot to tell you this but you have to include this information on the fax.» So I refaxed. No response. Called back and someone told me, «You don’t have to fax the information in, I can just do it for you over the phone.» So I gave them the information over the phone. They also told me that there was no open order for this request, despite my faxes. So we had to open a new order and they told me it would be resolved in six weeks. I told them that was too long since I am losing customers every and they said they can’t do it any faster because they outsoruce this function to someone else. So I waited six weeks and did another test call to 411 on several of my company’s locations — they were still sending callers to the wrong numbers. I called again and I was told to email my request in, which I did — again. No response. Finally, the CEO of my company tried to get in touch with someone at their corporate offices — unable to — they make it hard to get through to anyone that might be able to help. As of today, I was asked to FAX my request in — AGAIN. It is still not resolved. I’ll keep you posted.
Why is it so hard for a telecomm company to change a 411 directory listing? I have no way of knowing how many customers and how much revenue we have lost as a result of this company — so let me save you the loss and recommend using anyone else as a vendor. Just «X out» XO from your vendor list.