Initial Business Response /* (1000, 5, 2016/03/03) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess ***'s connection to diagnose any potential problems her system
In assessing her connection we were able to verify that ***'s system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speedsAs with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network
Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, ***
With respect to our warranty coverage, while ***'s current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere ***'s labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if *** continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at *** to speak with a technical support representative
Xplornet's Service & Warranty policies can be reviewed on our website, ***
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/11/14) */
Thank you for forwarding the information provided by *** to our attentionAfter receiving notice of her complaint, Xplornet completed a review of ***'s account history and have extend our apologies for the difficulties she
experienced with our services
Based on our review, Xplornet has waived the service commitment associated with ***'s account and she will not be held responsible for an early cancellation feeXplornet has also agreed to refund all payments ($*** tax incld.) made by *** which will be completed once the recovery of her rental hardware is confirmed
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company response was what I was looking forI consider the matter amicably closed
Initial Business Response /* (1000, 5, 2016/08/19) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
following his recent cancellationOur records reflect that *** signed up on our Xplore10/50GB service plan, agreeing to the terms of a year contract in exchange for a reduced activation fee and free basic installation
In order to complete the activation of his account, *** was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section "Early Cancellation" which he completed through our customer activity center on June 8thAs part of the agreement *** received a day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience
Xplornet did not receive any reports of service concerns from *** until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider
We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service
To this end, while we regret that *** was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contractHowever, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $***, representing a 50% reduction to the his original cancellation fee
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties *** has experienced and hope he will find this to represent an acceptable compromise to resolve his complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet has completed an updated on site assessment at
***'s residence in an effort to address his signal stability however despite our efforts the problem has persistedWhile we have offered to provide additional assistance, *** has requested his account be closed and in good faith we have agreed to waive his contract's early termination fee
To this end, in speaking with *** we have agreed to make arrangements for the recovery of his rental hardware and in compensation for his recent difficulties we have also placed a month credit on his account which will be refunded back to his credit card once his hardware recovery is completed
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we investigated his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet has cancelled my year contract, with Revdex.com support, due to not being able to fix my speed issues
Thank you to Revdex.com
Regards
***
Initial Business Response /* (1000, 5, 2017/01/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light
of the concerns she's reported with her monthly usage allowance and the available service packagesBased on our review, we've confirmed *** is currently subscribed to the highest offering available in her area, our Xplore 10/100GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 100GB
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowanceFor customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, as noted in her complaint *** has declined both of these options as she feels she is already paying enough for the service
At this time, we do not have any alternative service options available at ***'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowancesTo this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch next generation satellites and look forward to providing *** with more information on our future package options as it becomes available
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am well aware of the so called options xplornet has offered to me and find it insulting that all they are willing to do is tell me the same things over and over againIf I was satisfied by this answer obviously I wouldnt be taking it to this level
Since they seem to like to tell me things I am already aware of here I go and will tell them what they are already aware of yet againWhen I purchased this gb limited state plan this was to include a **% overage each monthAt no point were we informed that this overage would be taken awayThe only way we found out was that our internet became unusable (slows down = unusable as web pages do not load, they time out when this occurs so that the internet cannot be used at all)We did not receive an e-mail, a phone call or anything to tell us thisWhen we called to ask about what was going on several of customer service reps told us their was no such thing as a **% overage - essentially told us we were lyingI had to speak to a supervisor before anyone even acknowledged this was something that was on our accountObviously customer service reps are not being trained properly at all if they weren't even aware of this or they themselves are lying to customers so they can sign more people up and then they are stuck with this terrible service or have to pay cancellation fees
That being said we were told the **% overage (which still didnt allow us to make it through the month before we were slowed down to the point of things being unusable again) was taken away by the marketing dept and I was unable to speak to themIf they are the people making these decisions they need to be held accountable for them! Obviously with such poorly trained staff the message that these "plans" are terrible is not being relayed to them
I run a nearly ***$ a year business (small animal veterinary hospital) from my homeI use the internet daily for research, to communicate with colleagues, order supplies, pay my employees and bills via online banking, answer over messages per week from clients on social media looking for advice, to schedule appts, ask about pricing, etcBy mid month with this plan I cannot do any of this and it becomes nearly impossible for me to run my business in a way I would expect should be common place for any atlantic canadian business in I live less than mins from Saint John city limits and cannot get a plan that suits my needsTo get a plan that would allow me to use the devices in my clinic/house properly (ie at regular definition and using my actual tv instead of cell phones and tablets it would cost me well over ***$/monthThat is completely unreasonable to expect people to pay that ridiculous of an amount just to be able to keep up with other businesses
I know xplornet offers a 500GB plan business plan for 85$ with the LTE service - obviously if this is a plan that is offered they must realize that this amount of bandwidth is what is needed by businessesI am disgusted by the fact that my extremely hard earned tax dollars (I work + hrs a week every week - maybe your marketing dept employees should to and we would actually get somewhere!) have been given to you through government subsidies to improve rural internet service and this is the level of service I have received
I received yet another advertisement in the mail today for the great deals on xplornet serviceOnce again I call to ask about these so called wonderful services and am told this is not available in my areaI am so sick of being told that with every phone call I make after getting one of these things telling me how the service has FINALLY improved only to be told oops sorry it still hasnt improved for you! This is advertising!
The argument xplornet has given me for not being able to provide a reasonable plan is that they do not have the bandwidth available for thisAgain in the same breath though they tell me I can have more bandwidth if I purchase more bandwidth - if that is the case xplornet one of these statements is a lie as they obviously contradict each other completelyThey also continue to send me advertisements to sign up for service at a discounted price so they are obviously still trying to sign up more unsuspecting customersAs a business owner myself there have been several times that my capabilites were exceeded by the volume of clients I hadRather than offer poor service to more clients I chose to stop accepting more clients so my existing clients could indeed have the excellent level of service they were entitled tooXplornet however does not care about quality of service just profit margins so again continue to sign up more and more customers for what is overpriced, inadequate service
I really do not think that simply asking to meet with a higher up in the dept that is in charge of these things is an unreasonable requestIf this is unreasonable please tell me why this is the case?
I also do not think it is unreasonable (since the bandwidth obviously is there) to reinstate the *** overage that was removed without warning) to accounts of customers signed on for it until this so called wonderful new satellite that is supposedly to come online in the spring does so
Final Business Response /* (4000, 9, 2017/02/13) */
Thank you for bringing ***'s rebuttal to our attention, we appreciate the feedback she has provided and her concerns have been forwarded to our marketing department
Xplornet understands there is a growing demand for increased bandwidth options and we continue to invest heavily in our networks to provide customers with a variety of packages and options to meet their needsAs we've explained, *** is on the highest service plan currently offered at her location and until our next generation satellite is launched, the only options available to increase her bandwidth allowance is to purchase a secondary service or move to a usage based billing plan which would prevent her from being slowed down when she exceeds her monthly allowance
With respect to ***'s concerns regarding when her packages reaches her limited state threshold, all customers were provided days advanced notice on our website of the changes being implemented to our Traffic Management Practices and continued to receive emailed usage notifications as they approached and reached the usage allowance specified by their service package
With that being said, recognizing *** remains unsatisfied with her current service package, as a gesture of good faith Xplornet has placed a month $** discount on her account and will keep her apprised of any new package options as we await the launch of our next generation satellites
Thank you,
Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Once I receive a revised invoice I will pay the balance
Thank you,
***
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will take them at their word, and expect the full refund on Feb9th.
Thanks to the Revdex.com for helping to resolve this problem
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account
history in light of the concerns she's raised relating to repairs to her satellite service and upgrade to our LTE service platformBased on our review, we've confirmed that following a period of severe weather in her area in *** 'Xplornet completed repairs to restore her satellite service, however the following month *** had the system removed to have her roof redone which resulted in her loss of service
In contacting Xplornet to have her service restored, a representative explained that where she had the hardware removed we would not be able to cover a work order and she would be responsible for the costs associated with having the dish reinstalledAt that time, *** also inquired about upgrade options available in her area and it was determined that she would be eligible for an upgrade to our new LTE serviceIn noting this option, it was explained to *** that service conversions to LTE had an extended wait period and we would not be able to have her conversion completed right awayShe acknowledged this and agreed to wait for the upgrade option rather than pay to have her satellite service reinstalledRegrettably, as *** has explains in her complaint, the wait period for LTE conversions in her area was extended into early which she was notified of through email on ***, 'At no time was her service package or monthly billing adjusted to reflect our LTE service
In response, *** contacted us by email on *** to advise she was still without service and was directed to contact our Care Centre by phone to arrange to have a technician sent out to restore her service in light of the extended wait time for her LTE conversionWe did not hear back from *** until ***, when she again reached out through email to advise that she remained without serviceAgain, a representative advised her that this matter would need to be addressed by phone and she would need to reach out our Care CentreWe did not hear from *** again until***, at which time she contacted us by phone to inform us that she had relocated and wished to cancel her account
Xplornet would not normally provide compensation for downtime associated with a repairable issue which was not the result of an Xplornet related hardware or network problemHowever, recognizing *** was without service during this period, Xplornet will agree to adjust the costs associated with her service charges over the past and a half months to reflect our monthly seasonal suspension rateTo this end, we have applied a credit of $*** to ***'s account to be refunded once we have received confirmation that her rental hardware has been successfully been recovered
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response in the interest of achieving a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
*** contacted Xplornet in May of to advise that he was experiencing issues with his satellite
servicesA work order was dispatched to a local service technician in ***'s area but it was not completed as they were unable to make contact with himWhen *** contacted Xplornet at the beginning of June, 2017, the work order was sent to another installer in his areaXplornet apologizes for the delays encountered while awaiting completion of the work order and have advised *** that he will be credited for his down time upon completion of the service call
Since submitting a complaint to the Revdex.com, *** has reached out to Xplornet and the work order has been assigned to a local service technician in his area as the contractor the work order has been dispatched to was unable to book an appointment at the times *** had requestedA certified technician is expected to reach out to *** in the next 2-business days to discuss booking an appointment to complete the service call and restore ***'s connection
In closing, we would like to thank *** for his patience and understanding and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number provided to Explorenet was not usedThey continued to use the home phone which no one was home to receiveIn addition to this, the contractor was closed at 4pm.when trying to call during the day, the wait time was minutesI cannot stay on the phone this long during work.We could there fore not get in touch with themYes the order was forwarded to another contractor who contacted me, again through home phoneThey were unable to perform the service due to a high volume of bookingsAfter June was the first available timeThe present order should be completed June I am waiting to see if this happensI have been without services since May which they neglect to say and have been billing me knowing this anywaysThis is not good serviceWhen I decided to sign up, a service technition was here the same weekend to installWhy not for disruptions?
Final Business Response /* (4000, 9, 2017/06/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
On behalf of Xplornet, we would like to extend our apologies to *** in acknowledgment of the difficulties he has experienced while trying to schedule an appointment to have his services repairedXplornet contracts out to certified technicians local to the customer's service area in order to address service concerns as quickly as possibleOur records show that the work order has been returned as the contractor was unable to make arrangements with *** at the requested period he had asked
Upon receipt of alternate contact information in order to reach *** to discuss future appointments, Xplornet would be happy to reassign the work order to another certified technician in his area who may be able to meet his desired timeframe for an appointmentUpon completion of the service call, an out of service credit will be applied to ***'s account in acknowledgement of the days that he was out of service
To expedite this process we would ask that *** reach out to us at his earliest convenienceWe are available 24/7/at *** to best assist
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now, I will say I am satisfiedThis, of course depends on if my service is restored on June as the contractor has promisedI am still not satisfied that it has taken this longI would recommend that explornet find alternate methods to deal with this issue in the futureThank you
Initial Business Response /* (1000, 5, 2016/03/14) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history and
are prepared to meet her desired resolution in light of the difficulties she's reported, along with the time that has passed since her August cancellation and the subsequent reversal of her early cancellation payment in October '
We have reached out to the Collection agency handling ***'s account to request that her file be closed and have instructed our billing department to reverse the $*** outstanding balance remaining on her accountOnce completed, her account will be closed with a $final balance and she should not expect to receive any further communications in relation to this matter
In closing, having agreed to meet ***'s desired resolution we hope she will find this to represent an acceptable response
***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to accept this response, as it is the response I requested, and feel is fairThank you to the Revdex.com for their help in this matter
Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her accountBased on our review, we have confirmed that *** accepted a year service term on April 3, 2013, ending April 2, and an early cancellation fee of $** would apply in the event that she finalized her account prior to the completion of her service commitment
That being said, having reviewed ***'s recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgradeWhile there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused
To this end, recognizing *** has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account
In closing, on behalf of Xplornet we would like to extend our sincere apologies to *** for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you XplornetI accept your apology and appreciate that you have decided to waive the cancellation fee
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of their concerns, Xplornet completed a review of the ***' account history in light
of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the ***' signal strength that required a work order to address
The work order was recently completed in an effort to restore the ***' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements
To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the ***' account as a show of good faith
In closing, we hope the *** will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed path forward is realisticWe hope Xplornet will keep their promises
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' account to investigate
the concerns he's raised regarding his service cancellationBased on our review, we can confirm we received ***' cancellation request via email on August 25th and reached out to notify him in order to complete his request we would need to speak with him directly
This is done to ensure the cancellation request is being made by the authorized account holder and that they are aware of our hardware recovery process along with any possible outstanding charges however we will honor the cancellation based on the date we receive the initial request
To this end, recognizing that *** does not wish to contact us further regarding his cancellation; in good faith we have processed his request and his account is now cancelledAll service charges billed since August 25th have been reversed and a prorated refund of $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
I am rejecting this response because:
The issue started in October, I was billed the full amount of $and then again this amount for November. This month I received a bill on Dec 3, for $with a discount for $Nowhere has a discount of $been applied to my accountThat amount is equal to months of the full monthly billI have had days of uninterrupted service right now so I hope this continues going forwardShould I see an actual discount of the stated amount, I will agree with this issue being resolved
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2016/01/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of ***'s complaint, Xplornet reviewed his account in light of the concerns
he's reportedFirst, we would like to extend our regrets to *** for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him
At the time of our response, we can confirm ***'s outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and *** should not expect to receive any further communication where his account has been finalized
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for forwarding the information provide by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to the finalization of her Xplornet serviceUnfortunately, due to privacy regulations, our cancellation policy requires us to speak with the account holder directly to complete verification before we are able to complete a cancellation request
Regrettably, as *** was unwilling to contact us by phone to finalize her account we could not complete her cancellation request and arranged to have a representative contact her directlyIn reaching out to the contact number on file we were unable to reach ***, and were only able to leave her voicemail messages requesting she contact our Care Centre to complete her cancellation request
At this time, in the interest of resolving this matter, we will agree to make an exception to proceed with the cancellation of ***'s account and have instructed our billing department to reverse any outstanding charges remaining on her accountOnce this has been completed ***'s account will be closed in good standing with a $final balance
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response to her concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As a note of interest, I suggested in several of my emails that xplornet could call me directly at the number they had on file or in my cell phone Contrary to their response, I never received a call or voice mail on either number
However, I appreciate their response and am satisfied this matter is now closed
Initial Business Response /* (1000, 5, 2017/02/10) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet followed up on ***'s concerns with DC Simple
directly as this issue relates to a 3rd party product that was not sold or serviced by XplornetThey've since advised that they have spoken with *** to address his concerns and a refund has been issued
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope he finds this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a refundAlthough it may be a third party product I bought it from an XPlornet employee and he accepted my paymentUntil my refund is issued I do not consider this matter resolvedThank you***
Final Business Response /* (4000, 9, 2017/02/24) */
Thank you for forwarding ***'s update to our attentionWe've since reached back out to both Digital Connect and DC Simple; they have provided documentation showing that a refund cheque was issued by postal mail on February 8th and have reached out to *** to confirm it was sent to the proper address along with its receipt
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint Xplornet completed a review of ***'s account history in
light of the concerns he's raised relating to the suspension of his account and his past due balanceBased on our assessment, we've confirmed that ***'s account was suspended in accordance with our Terms of Service after he failed to make payment arrangements for his outstanding balanceWhen contacting our Care Centre *** was advised that he would be required to pay 80% of his past due balance and we would need to wait for receipt of the payment before his account could be unsuspended
We have investigated the concerns he's raised surrounding the receipt of his monthly invoices, along with his account's past due notices and the automated calls we have placed to notify him that his account is in arrears but have been unable to identify any reason he would not be receiving the notices, having repeatedly verified his contact information to ensure his invoices and notifications were being sent appropriatelyAll ***'s invoices are also available through his customer portal where he can review and update his contact information directly if he believes there is any incorrect information listed on his account
Xplornet had initially made a payment arrangement with *** for his past due balance, however as we would not agree to reactivate his account prior to the receipt of his payment he stopped his online transfer and is now requesting that his past due balance be waived due to his inconvenienceWhile we remain willing to work with *** to set up appropriate payment arrangements on his account, we would not be prepared to waive his outstanding balance as he is responsible for ensuring his payments are up to date and we will only agree to unsuspend his account once a payment has been confirmed
A supervisor has since spoken with *** to reiterate our position and attempt to work with him to identify if an updated arrangement could be reachedRegrettably, as we would not agree to waive his outstanding balance and unsuspend his service without payment he has chosen to proceed with the cancellation of his accountTo this end, ***'s account was finalized on April 13th and we have agreed to backdate his cancellation date to April 6th when his service was suspended for non-paymentA work order has been issued to recover our rental hardware and *** should expect to hear from the dealer shortly to schedule an appointment
In closing, while we understand *** has decided to finalize his account we would like to extend our regrets for any inconvenience this issue has caused him and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understood that I was past due again, However not receiving a notice of suspension, or even a bill how does one expect to collect money from someone, I spoke with the initial supervisor that night when I first called in she told me if I gave her a REF# she would unsuspend the account and id be on my way, Then I made the payment in full, The account balance would be at $owing to Xplornet, As soon as I gave her the Reference code from my bank she told me once that payment had been posted to my account my services would be restored and advised me it can take 5-business daysAgain my main frustration is the lack of *** from xplornet, Every rep and supervisor I spoke to advised me if I would have called in earlier before the account was suspended by the system I could have made payment arrangements*** a company who should be sending my bills as requested when I signed up for the second time, IN PAPER MAILED TO MEI get to listen to every supervisor tell me its my responsibility to check my "Portal"I PAY YOU FOR SERVICES AND INVOICE ME CORRECTLY! *** I simply want my services restored and the balance credited to me, *** And as per xplornet wanting to come receive their equipment, I gave hours *** to have the item removed from my property, the Dealer phoned me days later***
Final Business Response /* (4000, 9, 2016/04/29) */
Thank you for forwarding the rebuttal submitted by *** to our attention
Based on the documented history of non-payment on his account Xplornet's collections policy required *** to facilitate payment arrangements for 80% of his outstanding balance and his payment would need to be confirmed before his account could be unsuspendedWe would note that at the time he submitted his complaint; since the activation of his service in October '15, Xplornet had only received successful payments from ***, the most recent being received after his account was similarly suspended for non-payment in January '
With respect to the distribution of his monthly invoices, past due and suspension notices, our records reflect that all appropriate notifications were being sent to *** through the contact information on his account which has been repeatedly verifiedFurther to this, *** has been advised that he maintains the ability to review all invoices on his account through his Xplornet customer portal where he can also review and make adjustments to his contact information along with one-time payment arrangements
In closing, while we regret that this issue has been an inconvenience for *** and led to his decision to proceed with the termination of his service, we would not be prepared to waive his outstanding balance and maintain that he will remain responsible for the charges owing on his account
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/03/03) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess ***'s connection to diagnose any potential problems her system
In assessing her connection we were able to verify that ***'s system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speedsAs with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network
Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, ***
With respect to our warranty coverage, while ***'s current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere ***'s labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if *** continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at *** to speak with a technical support representative
Xplornet's Service & Warranty policies can be reviewed on our website, ***
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/11/14) */
Thank you for forwarding the information provided by *** to our attentionAfter receiving notice of her complaint, Xplornet completed a review of ***'s account history and have extend our apologies for the difficulties she
experienced with our services
Based on our review, Xplornet has waived the service commitment associated with ***'s account and she will not be held responsible for an early cancellation feeXplornet has also agreed to refund all payments ($*** tax incld.) made by *** which will be completed once the recovery of her rental hardware is confirmed
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company response was what I was looking forI consider the matter amicably closed
Initial Business Response /* (1000, 5, 2016/08/19) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
following his recent cancellationOur records reflect that *** signed up on our Xplore10/50GB service plan, agreeing to the terms of a year contract in exchange for a reduced activation fee and free basic installation
In order to complete the activation of his account, *** was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section "Early Cancellation" which he completed through our customer activity center on June 8thAs part of the agreement *** received a day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience
Xplornet did not receive any reports of service concerns from *** until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider
We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service
To this end, while we regret that *** was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contractHowever, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $***, representing a 50% reduction to the his original cancellation fee
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties *** has experienced and hope he will find this to represent an acceptable compromise to resolve his complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet has completed an updated on site assessment at
***'s residence in an effort to address his signal stability however despite our efforts the problem has persistedWhile we have offered to provide additional assistance, *** has requested his account be closed and in good faith we have agreed to waive his contract's early termination fee
To this end, in speaking with *** we have agreed to make arrangements for the recovery of his rental hardware and in compensation for his recent difficulties we have also placed a month credit on his account which will be refunded back to his credit card once his hardware recovery is completed
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we investigated his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet has cancelled my year contract, with Revdex.com support, due to not being able to fix my speed issues
Thank you to Revdex.com
Regards
***
Initial Business Response /* (1000, 5, 2017/01/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light
of the concerns she's reported with her monthly usage allowance and the available service packagesBased on our review, we've confirmed *** is currently subscribed to the highest offering available in her area, our Xplore 10/100GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 100GB
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowanceFor customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, as noted in her complaint *** has declined both of these options as she feels she is already paying enough for the service
At this time, we do not have any alternative service options available at ***'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowancesTo this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch next generation satellites and look forward to providing *** with more information on our future package options as it becomes available
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am well aware of the so called options xplornet has offered to me and find it insulting that all they are willing to do is tell me the same things over and over againIf I was satisfied by this answer obviously I wouldnt be taking it to this level
Since they seem to like to tell me things I am already aware of here I go and will tell them what they are already aware of yet againWhen I purchased this gb limited state plan this was to include a **% overage each monthAt no point were we informed that this overage would be taken awayThe only way we found out was that our internet became unusable (slows down = unusable as web pages do not load, they time out when this occurs so that the internet cannot be used at all)We did not receive an e-mail, a phone call or anything to tell us thisWhen we called to ask about what was going on several of customer service reps told us their was no such thing as a **% overage - essentially told us we were lyingI had to speak to a supervisor before anyone even acknowledged this was something that was on our accountObviously customer service reps are not being trained properly at all if they weren't even aware of this or they themselves are lying to customers so they can sign more people up and then they are stuck with this terrible service or have to pay cancellation fees
That being said we were told the **% overage (which still didnt allow us to make it through the month before we were slowed down to the point of things being unusable again) was taken away by the marketing dept and I was unable to speak to themIf they are the people making these decisions they need to be held accountable for them! Obviously with such poorly trained staff the message that these "plans" are terrible is not being relayed to them
I run a nearly ***$ a year business (small animal veterinary hospital) from my homeI use the internet daily for research, to communicate with colleagues, order supplies, pay my employees and bills via online banking, answer over messages per week from clients on social media looking for advice, to schedule appts, ask about pricing, etcBy mid month with this plan I cannot do any of this and it becomes nearly impossible for me to run my business in a way I would expect should be common place for any atlantic canadian business in I live less than mins from Saint John city limits and cannot get a plan that suits my needsTo get a plan that would allow me to use the devices in my clinic/house properly (ie at regular definition and using my actual tv instead of cell phones and tablets it would cost me well over ***$/monthThat is completely unreasonable to expect people to pay that ridiculous of an amount just to be able to keep up with other businesses
I know xplornet offers a 500GB plan business plan for 85$ with the LTE service - obviously if this is a plan that is offered they must realize that this amount of bandwidth is what is needed by businessesI am disgusted by the fact that my extremely hard earned tax dollars (I work + hrs a week every week - maybe your marketing dept employees should to and we would actually get somewhere!) have been given to you through government subsidies to improve rural internet service and this is the level of service I have received
I received yet another advertisement in the mail today for the great deals on xplornet serviceOnce again I call to ask about these so called wonderful services and am told this is not available in my areaI am so sick of being told that with every phone call I make after getting one of these things telling me how the service has FINALLY improved only to be told oops sorry it still hasnt improved for you! This is advertising!
The argument xplornet has given me for not being able to provide a reasonable plan is that they do not have the bandwidth available for thisAgain in the same breath though they tell me I can have more bandwidth if I purchase more bandwidth - if that is the case xplornet one of these statements is a lie as they obviously contradict each other completelyThey also continue to send me advertisements to sign up for service at a discounted price so they are obviously still trying to sign up more unsuspecting customersAs a business owner myself there have been several times that my capabilites were exceeded by the volume of clients I hadRather than offer poor service to more clients I chose to stop accepting more clients so my existing clients could indeed have the excellent level of service they were entitled tooXplornet however does not care about quality of service just profit margins so again continue to sign up more and more customers for what is overpriced, inadequate service
I really do not think that simply asking to meet with a higher up in the dept that is in charge of these things is an unreasonable requestIf this is unreasonable please tell me why this is the case?
I also do not think it is unreasonable (since the bandwidth obviously is there) to reinstate the *** overage that was removed without warning) to accounts of customers signed on for it until this so called wonderful new satellite that is supposedly to come online in the spring does so
Final Business Response /* (4000, 9, 2017/02/13) */
Thank you for bringing ***'s rebuttal to our attention, we appreciate the feedback she has provided and her concerns have been forwarded to our marketing department
Xplornet understands there is a growing demand for increased bandwidth options and we continue to invest heavily in our networks to provide customers with a variety of packages and options to meet their needsAs we've explained, *** is on the highest service plan currently offered at her location and until our next generation satellite is launched, the only options available to increase her bandwidth allowance is to purchase a secondary service or move to a usage based billing plan which would prevent her from being slowed down when she exceeds her monthly allowance
With respect to ***'s concerns regarding when her packages reaches her limited state threshold, all customers were provided days advanced notice on our website of the changes being implemented to our Traffic Management Practices and continued to receive emailed usage notifications as they approached and reached the usage allowance specified by their service package
With that being said, recognizing *** remains unsatisfied with her current service package, as a gesture of good faith Xplornet has placed a month $** discount on her account and will keep her apprised of any new package options as we await the launch of our next generation satellites
Thank you,
Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Once I receive a revised invoice I will pay the balance
Thank you,
***
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will take them at their word, and expect the full refund on Feb9th.
Thanks to the Revdex.com for helping to resolve this problem
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account
history in light of the concerns she's raised relating to repairs to her satellite service and upgrade to our LTE service platformBased on our review, we've confirmed that following a period of severe weather in her area in *** 'Xplornet completed repairs to restore her satellite service, however the following month *** had the system removed to have her roof redone which resulted in her loss of service
In contacting Xplornet to have her service restored, a representative explained that where she had the hardware removed we would not be able to cover a work order and she would be responsible for the costs associated with having the dish reinstalledAt that time, *** also inquired about upgrade options available in her area and it was determined that she would be eligible for an upgrade to our new LTE serviceIn noting this option, it was explained to *** that service conversions to LTE had an extended wait period and we would not be able to have her conversion completed right awayShe acknowledged this and agreed to wait for the upgrade option rather than pay to have her satellite service reinstalledRegrettably, as *** has explains in her complaint, the wait period for LTE conversions in her area was extended into early which she was notified of through email on ***, 'At no time was her service package or monthly billing adjusted to reflect our LTE service
In response, *** contacted us by email on *** to advise she was still without service and was directed to contact our Care Centre by phone to arrange to have a technician sent out to restore her service in light of the extended wait time for her LTE conversionWe did not hear back from *** until ***, when she again reached out through email to advise that she remained without serviceAgain, a representative advised her that this matter would need to be addressed by phone and she would need to reach out our Care CentreWe did not hear from *** again until***, at which time she contacted us by phone to inform us that she had relocated and wished to cancel her account
Xplornet would not normally provide compensation for downtime associated with a repairable issue which was not the result of an Xplornet related hardware or network problemHowever, recognizing *** was without service during this period, Xplornet will agree to adjust the costs associated with her service charges over the past and a half months to reflect our monthly seasonal suspension rateTo this end, we have applied a credit of $*** to ***'s account to be refunded once we have received confirmation that her rental hardware has been successfully been recovered
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response in the interest of achieving a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
*** contacted Xplornet in May of to advise that he was experiencing issues with his satellite
servicesA work order was dispatched to a local service technician in ***'s area but it was not completed as they were unable to make contact with himWhen *** contacted Xplornet at the beginning of June, 2017, the work order was sent to another installer in his areaXplornet apologizes for the delays encountered while awaiting completion of the work order and have advised *** that he will be credited for his down time upon completion of the service call
Since submitting a complaint to the Revdex.com, *** has reached out to Xplornet and the work order has been assigned to a local service technician in his area as the contractor the work order has been dispatched to was unable to book an appointment at the times *** had requestedA certified technician is expected to reach out to *** in the next 2-business days to discuss booking an appointment to complete the service call and restore ***'s connection
In closing, we would like to thank *** for his patience and understanding and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number provided to Explorenet was not usedThey continued to use the home phone which no one was home to receiveIn addition to this, the contractor was closed at 4pm.when trying to call during the day, the wait time was minutesI cannot stay on the phone this long during work.We could there fore not get in touch with themYes the order was forwarded to another contractor who contacted me, again through home phoneThey were unable to perform the service due to a high volume of bookingsAfter June was the first available timeThe present order should be completed June I am waiting to see if this happensI have been without services since May which they neglect to say and have been billing me knowing this anywaysThis is not good serviceWhen I decided to sign up, a service technition was here the same weekend to installWhy not for disruptions?
Final Business Response /* (4000, 9, 2017/06/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
On behalf of Xplornet, we would like to extend our apologies to *** in acknowledgment of the difficulties he has experienced while trying to schedule an appointment to have his services repairedXplornet contracts out to certified technicians local to the customer's service area in order to address service concerns as quickly as possibleOur records show that the work order has been returned as the contractor was unable to make arrangements with *** at the requested period he had asked
Upon receipt of alternate contact information in order to reach *** to discuss future appointments, Xplornet would be happy to reassign the work order to another certified technician in his area who may be able to meet his desired timeframe for an appointmentUpon completion of the service call, an out of service credit will be applied to ***'s account in acknowledgement of the days that he was out of service
To expedite this process we would ask that *** reach out to us at his earliest convenienceWe are available 24/7/at *** to best assist
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now, I will say I am satisfiedThis, of course depends on if my service is restored on June as the contractor has promisedI am still not satisfied that it has taken this longI would recommend that explornet find alternate methods to deal with this issue in the futureThank you
Initial Business Response /* (1000, 5, 2016/03/14) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history and
are prepared to meet her desired resolution in light of the difficulties she's reported, along with the time that has passed since her August cancellation and the subsequent reversal of her early cancellation payment in October '
We have reached out to the Collection agency handling ***'s account to request that her file be closed and have instructed our billing department to reverse the $*** outstanding balance remaining on her accountOnce completed, her account will be closed with a $final balance and she should not expect to receive any further communications in relation to this matter
In closing, having agreed to meet ***'s desired resolution we hope she will find this to represent an acceptable response
***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to accept this response, as it is the response I requested, and feel is fairThank you to the Revdex.com for their help in this matter
Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her accountBased on our review, we have confirmed that *** accepted a year service term on April 3, 2013, ending April 2, and an early cancellation fee of $** would apply in the event that she finalized her account prior to the completion of her service commitment
That being said, having reviewed ***'s recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgradeWhile there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused
To this end, recognizing *** has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account
In closing, on behalf of Xplornet we would like to extend our sincere apologies to *** for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you XplornetI accept your apology and appreciate that you have decided to waive the cancellation fee
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of their concerns, Xplornet completed a review of the ***' account history in light
of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the ***' signal strength that required a work order to address
The work order was recently completed in an effort to restore the ***' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements
To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the ***' account as a show of good faith
In closing, we hope the *** will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed path forward is realisticWe hope Xplornet will keep their promises
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' account to investigate
the concerns he's raised regarding his service cancellationBased on our review, we can confirm we received ***' cancellation request via email on August 25th and reached out to notify him in order to complete his request we would need to speak with him directly
This is done to ensure the cancellation request is being made by the authorized account holder and that they are aware of our hardware recovery process along with any possible outstanding charges however we will honor the cancellation based on the date we receive the initial request
To this end, recognizing that *** does not wish to contact us further regarding his cancellation; in good faith we have processed his request and his account is now cancelledAll service charges billed since August 25th have been reversed and a prorated refund of $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
I am rejecting this response because:
The issue started in October, I was billed the full amount of $and then again this amount for November. This month I received a bill on Dec 3, for $with a discount for $Nowhere has a discount of $been applied to my accountThat amount is equal to months of the full monthly billI have had days of uninterrupted service right now so I hope this continues going forwardShould I see an actual discount of the stated amount, I will agree with this issue being resolved
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2016/01/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of ***'s complaint, Xplornet reviewed his account in light of the concerns
he's reportedFirst, we would like to extend our regrets to *** for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him
At the time of our response, we can confirm ***'s outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and *** should not expect to receive any further communication where his account has been finalized
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for forwarding the information provide by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to the finalization of her Xplornet serviceUnfortunately, due to privacy regulations, our cancellation policy requires us to speak with the account holder directly to complete verification before we are able to complete a cancellation request
Regrettably, as *** was unwilling to contact us by phone to finalize her account we could not complete her cancellation request and arranged to have a representative contact her directlyIn reaching out to the contact number on file we were unable to reach ***, and were only able to leave her voicemail messages requesting she contact our Care Centre to complete her cancellation request
At this time, in the interest of resolving this matter, we will agree to make an exception to proceed with the cancellation of ***'s account and have instructed our billing department to reverse any outstanding charges remaining on her accountOnce this has been completed ***'s account will be closed in good standing with a $final balance
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response to her concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As a note of interest, I suggested in several of my emails that xplornet could call me directly at the number they had on file or in my cell phone Contrary to their response, I never received a call or voice mail on either number
However, I appreciate their response and am satisfied this matter is now closed
Initial Business Response /* (1000, 5, 2017/02/10) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet followed up on ***'s concerns with DC Simple
directly as this issue relates to a 3rd party product that was not sold or serviced by XplornetThey've since advised that they have spoken with *** to address his concerns and a refund has been issued
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope he finds this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a refundAlthough it may be a third party product I bought it from an XPlornet employee and he accepted my paymentUntil my refund is issued I do not consider this matter resolvedThank you***
Final Business Response /* (4000, 9, 2017/02/24) */
Thank you for forwarding ***'s update to our attentionWe've since reached back out to both Digital Connect and DC Simple; they have provided documentation showing that a refund cheque was issued by postal mail on February 8th and have reached out to *** to confirm it was sent to the proper address along with its receipt
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint Xplornet completed a review of ***'s account history in
light of the concerns he's raised relating to the suspension of his account and his past due balanceBased on our assessment, we've confirmed that ***'s account was suspended in accordance with our Terms of Service after he failed to make payment arrangements for his outstanding balanceWhen contacting our Care Centre *** was advised that he would be required to pay 80% of his past due balance and we would need to wait for receipt of the payment before his account could be unsuspended
We have investigated the concerns he's raised surrounding the receipt of his monthly invoices, along with his account's past due notices and the automated calls we have placed to notify him that his account is in arrears but have been unable to identify any reason he would not be receiving the notices, having repeatedly verified his contact information to ensure his invoices and notifications were being sent appropriatelyAll ***'s invoices are also available through his customer portal where he can review and update his contact information directly if he believes there is any incorrect information listed on his account
Xplornet had initially made a payment arrangement with *** for his past due balance, however as we would not agree to reactivate his account prior to the receipt of his payment he stopped his online transfer and is now requesting that his past due balance be waived due to his inconvenienceWhile we remain willing to work with *** to set up appropriate payment arrangements on his account, we would not be prepared to waive his outstanding balance as he is responsible for ensuring his payments are up to date and we will only agree to unsuspend his account once a payment has been confirmed
A supervisor has since spoken with *** to reiterate our position and attempt to work with him to identify if an updated arrangement could be reachedRegrettably, as we would not agree to waive his outstanding balance and unsuspend his service without payment he has chosen to proceed with the cancellation of his accountTo this end, ***'s account was finalized on April 13th and we have agreed to backdate his cancellation date to April 6th when his service was suspended for non-paymentA work order has been issued to recover our rental hardware and *** should expect to hear from the dealer shortly to schedule an appointment
In closing, while we understand *** has decided to finalize his account we would like to extend our regrets for any inconvenience this issue has caused him and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understood that I was past due again, However not receiving a notice of suspension, or even a bill how does one expect to collect money from someone, I spoke with the initial supervisor that night when I first called in she told me if I gave her a REF# she would unsuspend the account and id be on my way, Then I made the payment in full, The account balance would be at $owing to Xplornet, As soon as I gave her the Reference code from my bank she told me once that payment had been posted to my account my services would be restored and advised me it can take 5-business daysAgain my main frustration is the lack of *** from xplornet, Every rep and supervisor I spoke to advised me if I would have called in earlier before the account was suspended by the system I could have made payment arrangements*** a company who should be sending my bills as requested when I signed up for the second time, IN PAPER MAILED TO MEI get to listen to every supervisor tell me its my responsibility to check my "Portal"I PAY YOU FOR SERVICES AND INVOICE ME CORRECTLY! *** I simply want my services restored and the balance credited to me, *** And as per xplornet wanting to come receive their equipment, I gave hours *** to have the item removed from my property, the Dealer phoned me days later***
Final Business Response /* (4000, 9, 2016/04/29) */
Thank you for forwarding the rebuttal submitted by *** to our attention
Based on the documented history of non-payment on his account Xplornet's collections policy required *** to facilitate payment arrangements for 80% of his outstanding balance and his payment would need to be confirmed before his account could be unsuspendedWe would note that at the time he submitted his complaint; since the activation of his service in October '15, Xplornet had only received successful payments from ***, the most recent being received after his account was similarly suspended for non-payment in January '
With respect to the distribution of his monthly invoices, past due and suspension notices, our records reflect that all appropriate notifications were being sent to *** through the contact information on his account which has been repeatedly verifiedFurther to this, *** has been advised that he maintains the ability to review all invoices on his account through his Xplornet customer portal where he can also review and make adjustments to his contact information along with one-time payment arrangements
In closing, while we regret that this issue has been an inconvenience for *** and led to his decision to proceed with the termination of his service, we would not be prepared to waive his outstanding balance and maintain that he will remain responsible for the charges owing on his account
Thank you,
Xplornet Communications Inc