Xillient Communications

Avoid at all costs. Random disconnections, absolutely no customer service and you’ll get speeds of 4 MBps if lucky. Sometimes I couldnt even open my email. Worst ISP I have dealt with.

When you seriously consider cancelling your subscription to an independent internet service provider and paying double to go back to Comcast… you know you have a bad ISP. Slow connection and nominal customer service.

Please do not make the same mistake that we made, and definitely do not ignore the terrible reviews you find here.
If you ever bring work home that requires a reliable internet connection, I recommend that you stay as far away from Xillient as possible. I can’t emphasize this enough.
However, if you rarely use the internet and you never depend on it, then this service will probably meet your needs.
We figured we’d give Xillient a try, knowing that we could go back to our old internet provider. When we asked about the poor reviews here on Unilocal,we were told that they’d performed a major technical upgrade since then and that outages were no longer an issue.
Unfortunately, our gamble was not a successful one. In two months, we had at least four prolonged service outages, plus other intermittent performance issues. On several occasions, including yesterday, we got home after a long day and discovered that the internet was out. This has meant no internet for the rest of the night. Based on past experiences, we don’t bother calling the support number anymore, but instead just wait for service to return in the morning.
If you call the support number after normal daytime business hours (and sometimes during the day), you will get an answering machine. From my experience, you’ll probably want to call them again to reach someone long before you get a callback.
I am astounded that their business hours are listed as 6:00am to 12:00am here on Unilocal.This doesn’t match my experience as a customer. (Update: I see that they’ve revised their hours to 9am-​5pm, Mon-​Fri. What if your internet goes out on the weekend?)
While it’s true that they offer a lower price and faster service, neither does much good if you never know whether you’ll have a working connection. At times, I have stayed at work later because I couldn’t assume that my home internet would be available for time-​critical tasks.

They’re awful. I get disconnections now and then and what’s worse is that no one EVER returns to me on the support or sales phone or email, no matter what I said or wrote.
Everything about these guys says amature, I’m moving to AT&T as soon as I find the time to deal with it.

We’ve been using Xillient at 351 King St for the past 9 months. The service is flaky or down regularly. It’s currently been down for more than 12 hours. It is impossible to reach a real person in their call center and emails about the problems go unanswered. If you need reliable internet, stay away.

I’ve been with Xillientt (acquired by Satel) for 1 year. I’ve been with them for most of the time before the acquisition, so hopefully Satel will be able to completely improve the service.
Pros: friendly people and customer service. You don’t feel like talking to a scripted robot. Also, it’s quite less expensive than other services.
Cons: simply, the worst internet service I’ve ever had. :) Frequently unavailable, and when available, at a speed 5x slower (10mb) than advertised (50mb).
Given my poor experience, I wouldn’t recommend them.

I’ve been very happy with service from Xillient. We decided to cut the cord and not get cable. Service has been stable, with only a couple short outages. Speeds were around 80 MBit/​s up AND down during high traffic hours and up to 100 MBit/​s otherwise.

The internet has been down for more than three days now. I was told on the phone it should be up this morning. This hasn’t happen

My building has Xillient as an option for internet service. It’s fast enough for me to stream Netflix and that sort of thing, and I’m a big fan of the $ 30/​month price with no need to add a cable package or anything like that which I don’t need. That’s why I’m not immediately canceling my service– the last time I was on AT&T or Comcast you were forced to buy services that you don’t need and end up paying more.
Unfortunately I am starting to rethink my position. It has been almost three days that my internet service has been out, and I’m not getting any reply or acknowledgement of my emails, I didn’t receive any notice of service going out either. I tried calling, but their service line is so garbled that I have no idea if I’m leaving voicemails or talking to a dead line after I hear a beep. I get about ¼th of every third word that comes through clearly, and I’ve tried it at different times of the day from both my cell and land line phones.
I love the price, and can accept the speed, but if I get kept in the dark much longer I won’t really have a choice but to cancel the «service».

Directv has been down for 3 days, no answer, no call backs, nothing. What am I paying for?

This is the worst internet provider I have had I’m my entire life. Dial up would be faster at this point

My building decided that they didn’t want ANY dishes on the roof (as they were doing a major retrofit of our building) and satellite is the ONLY available option in my neighborhood… I had Dish Network for 11 years and was very happy with the service, but building management decided they were going to install internet and DirecTV in every unit so we were forced to go with that. The service has been nothing short of AWFUL. In the beginning, the internet was okay, but sometime last year it all started to go to hell. I got a new computer a year ago so there’s no excuse for why my internet connection shouldn’t be good. We’ve had NUMEROUS outages and it’s mostly slow as molasses. Myself and many others in my building e-​mail our poor manager on a weekly basis to let her know that the internet is either out, or REALLY slow. It’s gotten to the point that I just text the internet guy frequently to let him know what’s going on… I do all the speed tests and all that and report back to him. The good thing with this method is at least I avoid having to go through the process of scheduling a service call through their office, AND I can reach him on the weekends. I really have no idea why the internet is SO bad or why my building doesn’t get a new provider. I am seriously considering getting my own service and paying for it (even though our internet is included with the rent).
On top of that I’ve been having a lot of issues with my DirecTV service lately. I’ve had two service calls within 6 weeks and on the second one they charged me $ 70, even though it had NOTHING to do with my receiver or TV, but rather the way the connection was hooked up to the multi-​switch downstairs in our electrical room. How is that MY fault? Oh and they outsource the DirecTV to ANOTHER company. SO the DirecTV is outsourced to Xilient, which is outsourced to ANOTHER company. huh?
So incredibly frustrating. Stay away!

Our Internet has been down for two days, according to other residents and the manager it’s complex wide. Many of us have called and emailed and we get no response or just voicemail. I would make sure when shopping for a new apartment you find out if xilliant is the provider and if so keep looking!

Update, four months later: yep, these guys are still a joke. The internet for everybody in my building has been out for three days straight now. I guess this is Xillient’s way of saying «the weather is great this weekend; you all should really go outside.»

Internet has been out for 2 days. Keep getting an answering machine. Haven’t received a call back. A number of neighbors in the same building have also been calling. No response and only an answer machine.
Don’t waste your money. Go with a major service provider, especially if having reliable Internet service is crucial.

Another crap night for Xillient. More spotty internet service.

I just moved in a building and was looking to get DirecTV. I go into a Costco and get an amazing deal ($ 200 card plus bigger monthly discount than anywhere else). Didn’t even have to be a Costco member to get it, just asked them at the door having heard about it from a friend. This is where the good tuns bad real quick…
I come to find out the complex has a contract with the Xillient morons and I can’t get DirecTV through another source.
I call them asking to honor the deal, and they refuse.
I call DirecTV directly, since I know a couple buddies, figured I could get the refer-​a-​friend deal at least… DirecTV says since my complex has a contract with these morons, they got me by the …
Nuts, that’s what dealing with these guys is. I call them trying to honor that, a DirecTV corporate deal… nope, no dice.
What they’re making it look like, is that the less they give you, the more they get to keep, and that’s NEVER a good look for someone who’s gonna give you business.
Honestly, any building you look at, ask if these scrubs are the only way to get yourself service, and if it is, you should expect a discount on your place because Xillient is gonna cost you in the long run.

It’s not that the customer service is bad, per se. The are responsive enough and try to at least appear to care if you have a problem. It’s that the PRODUCT SUCKS. The internet cuts out constantly. Want to stream a video off Netflix? Be prepared to have it disconnect for 30 – 60 seconds at least 3 times during a film. If you are a gamer dork like yours truly, get ready to bang your head repeatedly against the wall. Pay the extra $ 20 a month and get real internet elsewhere.

I believe that a service business should be about good customer service. Inasmuch as that may seem like a no-​brainer, I find that more times than not, good customer service is hard to find. Xillient is GREAT with customer service.
I was given George’s contact information by my building manager and decided to give him a call on Saturday morning. I left him a message, and he contacted me early Saturday afternoon. I was at the store with my wife and was unable to speak to him, and so I ended up calling him back Saturday evening. Had this been Comcast, I would’ve been transferred to an overseas call center to deal with someone who couldn’t answer my questions. Fortunately for me, I was able to speak with George, and he provided me all the information I needed regarding DirecTV and high-​speed internet for my loft. I had the following Monday off and took a shot in the dark hoping to get an installer to my place that day. What do you know, he tells me it is doable. When selling me products, he wasn’t pushy, instead he was very straight forward and honest. He put me in the products I needed, not what he felt he could sell me.
That Monday, George gave me a call to send the installer Bob. As with most of us, Comcast usually gives you the 10 – 5 service window. Not Xillient. I told George I had to run a few errands and wouldn’t be available in the morning. He asked ME what time would be best. I was surprised by this considering I waited 2 hours longer then the «window» for Comcast to install in my last residence. I told him after 3 would work, and he scheduled accordingly.
Bob, the installer, came at around 3:30 to my loft. He was quick, professional, and really helpful. Me being a huge SF Giants fan, he made sure he didn’t cut off the basic service while he was installing. He got my internet up and running and even hooked up my wireless router. We had problems with getting the service activated (DirecTV problem, not Xillient) and gave me his cell phone number to call him in an hour to get it straigtened out. I called him that evening and DirecTV was still having problems.
The next day, George tried calling me multiple times to get things straigtened out. Unfortunately, I was at work and unable to speak with him. When I called him later that evening, I told him about the problem, and he assured me that he would get everything straigtened out that evening. At 6:30 PM, he called me with a DirecTV activation specialist on the line and we got everything hooked up.
He called me about 30 minutes after just to follow-​up to make sure everything worked accordingly. I later found out that he was the owner. Imagine that, an owner following up with his customers well into the evening. Working for a small community bank, I really appreciated that level of personal customer service.
All in all, I would say that my experience with Xillient was great. As with anything, there are always hiccups and bumps in the road. Those hiccups and bumps aren’t the things that you use to judge a company, it is how they react to them. Xillient passed the test with flying colors and I would definitely recommend them to any who has it available in their building.
Good customer service is hard to find, but fortunately for me, I found it in Xillient.

George responded within 24h and had Bob over to resolve the issue the next day. Commi-​cast sucked; I was so happy to hear DirectTV was an alternate provider in our building. I never mind writing the check for monthly cable service with Xillient at the helm.
Thanks Xillient!