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 have received the refund.
Thank you
Thank you for forwarding the information provided by *** ***
Upon receipt of *** ***'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the account shows that the subscriber module installed at ***
***'s location was obtaining sufficient signal to support the package but was connecting to more than one access point in the areaIf the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to anotherIn acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend *** ***'s location to repoint the subscriber moduleNow that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide *** *** with an improved service experience
While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network *** *** connects to may experience some degradation in experience during periods of higher utilization on the networkUpgrades have been scheduled to add additional capacity to this site in February As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $which will be visible on the December 1, invoice
In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that *** *** experienced and thank him for his patience and understandingIf *** *** has any further questions, comments, or concerns, we are available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/27) */
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 in light of the concerns she's raised regarding the return of her rental hardware and the subsequent charge she was billed for its replacement cost
First, Xplornet would like to extend our apologies to *** for the delays she experienced while awaiting the recovery of her rental hardware along with our thanks for her patience as we reviewed her complaintBased on the time that had passed between her cancellation and the update we received from the dealer, Xplornet has agreed to waive all hardware charges that were billed to ***Our Billing department has confirmed that ***'s refund, totaling $*** was completed on February 21stand she should now be in receipt of the returned funds
With respect to the additional compensation *** has requested for interest charges she incurred, while Xplornet does not normally credit for external charges, in good faith we have placed an additional $** service credit on her account to be refunded which would offset any interest charges she incurred during the brief period she maintain the hardware charge balance on her credit card
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Too much of a headache to deal with xplornet any further from here
Thank you for forwarding the information provided by *** *** to our attention
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a result of difficulties associated with the termination of his account and subsequent termination fees applied upon the cancellation
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in his complaint
In review of *** ***’s account, Xplornet would agree to waive *** ***’s termination fees due to the difficulties he experienced with his Xplornet services. A credit of $225+taxes has been applied to the account to offset the charges appliedIf *** *** has any questions, comments, or concerns, Xplornet is available 24/7/to best assist at ***
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/09/21) */
***
Following the receipt of his complaint, Xplornet completed a review of *** account in light of the payment and service concerns he's raisedBased on our
review, we've confirmed that *** was provided with a day service credit totaling $*** (before tax) as a gesture of good faith following the recent relocation of his service hardware
Pursuant to our billing policies, the credit was applied to his account against his next month's invoice however, where our records did not sufficiently indicate that the agent made this clear to ***, Xplornet agreed to credit the $** NSF charge he incurred after his *** invoice's due date*** NSF credit has now been applied to his account and is reflected on his current invoice, along with the original $*** service credit
As *** has noted in his complaint he is on a limited state package with a defined monthly usage allowanceOn our limited state plans, once a customer exceeds their monthly usage allowance their account is placed in 'limited state', with download and uploads speeds restricted to 150kbps until the end of their billing cycleThe policy is applied consistently across all platforms which offer limited state plans and is not enforced differently on his new *** service in comparison to his original satellite platform
In response to the specific issue he has noted with *** streaming once he has exceeded his monthly bandwidth allowance, Xplornet must highlight that while in 'limited state', *** connection speeds will not meet ***'s minimum connection recommendations and his experience will be impactedFrom our review of *** system readings; we have not been able to identify any problems with his signal quality or on our networkHowever, *** does recommend lowering the quality settings of their streaming services to decrease bandwidth consumption and improve streaming performance
As part of his service, *** has access to a usage tracker to monitor his bandwidth consumption, and Xplornet provides email notifications as customers approach and exceed their bandwidth allowanceIf *** has not found his current 100GB package sufficient, Xplornet does offer a 10Mbps Limited State plan with 250GB for ***/month plus tax, which may be more in line with his usage needsFurther to our limited state plans, Xplornet also offers usage based billing package options for customers who require additional bandwidth without a service restriction once they've exceeded their monthly allowanceIf *** would like to take advantage of either option, he can do so by reaching out to our Care Centre at *** and one of our agents would be more than happy to assist him
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any misunderstanding surrounding his initial credit and for any inconvenience this matter may have caused himXplornet also remains open to completing troubleshooting with *** if he maintains there is a problem with his service that is not related to Limited State, or feels that the policy is not working as intended
***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The limited status of my service never effected my *** beforeIt only started effecting my *** once I was locked into there contract after I had movedIf I had known this was going to be an issue I wouldnt have stayed with xplorenet***
Final Business Response /* (4000, 9, 2015/09/30) */
***
*** selected to be placed on a limited state package with a defined monthly bandwidth allowance, in exceeding that allowance his speeds were reduced in line with the terms of his service packageWhile in 'limited state' *** connection speeds will not meet ***'s minimum connection recommendations and his experience will be affected until his bandwidth allowance resets at the beginning of his next billing periodThis is the same policy that was in place on *** previous service platform
All details of Xplornet's Usage Allowance Policies relating to customers on limited state plans are readily available on our website at*** and are applied consistently across all limited state based packages
If *** does not wish for his connection to be placed in 'limited state', he maintains the option to increase his monthly bandwidth allowance by upgrading to a service package more in line with his usage requirements or by moving to a Usage Based Billing package which would provide him the option to purchase additional bandwidth rather than limiting his connection speeds
***
Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, *** contacted our Care Centre to follow up on the
speed concerns he first reported to us on *** and initially requested his account be finalizedIn speaking with a representative from our Loyalty team, Xplornet was able to work out an agreement with *** to cover an in warranty service call to replace any fault rental hardware along with a month service credit issued to his account in good faith
The work order was completed on *** at which time the installer replaced ***'s power supply to address errors which were identified with his hardware readings and confirmed all signal levels were in line with service requirements Xplornet has also made *** aware of upgrades that are scheduled to be completed later this fall to bring our new Fixed Wireless LTE services to his area, providing him with additional upgrade options should he experience any further issues with his current legacy system Following the completion of the work order we have not received any further service concerns reported by ***
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we worked to address his concernsWe hope he will find this to be an acceptable response
***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There evidently a disconnect between the Care Centre and the Repair Centre
For the record, "Yes" I called to have my service disconnected due to the slow internet service and lack of support of the sameNot once was a technician sent to my house to inspect my equipment to ensure there was no mechanical / electrical issuesThe Loyalty Team member agreed that someone should have come to check things outThe member also stated that they would give me months free service so that in that time frame my service would we switched to the new service for improved quality also free of charge
Now, having said that, the service technician came to my house, found nothing wrong with the equipment or signal strength ( DID NOT CHANGE THE POWER SUPPLY)and also stated the slow speeds are due to overloading of the towers
I find Xplornets reply insulting and non factual***
As stated earlier I excepted the offer of months free service until I am switched to the new LTE service which also was offered at no charge.***
Final Business Response /* (4000, 9, 2015/10/23) */
Thank you for forwarding the updated response provided by ***
Xplornet recognizes that in certain areas serviced by our *** network, based on the shared access nature of the service, slowdowns during periods of heavy usage can occurWe are working as quickly as possible to upgrade and expand coverage on our LTE network to ***'s area in the interest of improving his service experienceIn the interim, he has accepted the offer presented by our Loyalty team and we will be contacting him as soon as he is eligible to be convertedIf we are unable to complete his conversion within the timeframe provided, or he is not satisfied with his experience following the upgrade, he would be under no obligation to maintain the service and would not be billed a cancellation penalty
With respect to his recent work order, we have forwarded the feedback he has provided based on his experience with the dealerThe installer's records note that the power supply was replaced, if this was not completed as reported, Xplornet would be willing to have an installer sent back out at ***'s requestIf he would like to have this arranged, he can do so by contacting our Care Centre at *** and a new work order will be issued
In closing, Xplornet would again wish to extend our apologies for any frustration this matter has caused *** and we look forward to the timely completion of LTE upgrades in his area to improve his service experience
***
Initial Business Response /* (1000, 13, 2017/05/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet completed a review of the account we believe to be referenced in ***'s complaint
however as she not an authorized user associated with the account we are unable to comment on any account specific information due to privacy concernsFor *** to be added as an authorized user the full account holder would need to contact our Care Centre at *** to request she be added to the account
With that being said, we would like to assure *** that we understand her concerns and while slowdowns can occur during periods of high traffic volume Xplornet is investing heavily to improve network performanceTo this end, Xplornet can confirm upgrades are planned to be completed in ***'s service area later this summer and we appreciate her patience as we work to make necessary improvements to the network
In closing, on behalf of Xplornet we would like to extend our regrets to *** for the difficulties she's reported and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 15, 2017/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/02/04) */
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 raised about her verbal contract renewal and the cancellation fee associated with the early termination of her service agreementBased on our review, in the interest of reaching a mutually acceptable resolution with ***, Xplornet has agreed to meet her desired resolution
To this end, Xplornet has arranged for our billing department to reverse the $*** early cancellation fee billed to her account and in addition to the prorated service credit that was applied following her cancellation we have also issued a week service credit to offset any charges she incurred while we investigated her concerns
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this experience may have caused and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing 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 and we will not
seek to hold her to her service commitment, allowing her to cancel her service without an early cancellation feeIn order to proceed with her account's cancellation she will simply need to contact our Care Centre to confirm her request at ***
In conclusion, 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 resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response it is the resolution I was looking forIts unfortunate it had to come to this.If we had gotten the service we were paying for there wouldn't have been a problem
Initial Business Response /* (1000, 5, 2015/09/11) */
Thank you for forwarding the information provided by ***In response, Xplornet presents the following for review
After receiving notice of *** complaint, Xplornet completed a review of her account history in light of the
concerns she's raised relating to her monthly usage and the difficulties she's reported experiencing since completing a conversion to our newly available LTE network Based on our review, *** service conversion was recommended in the interest of improving her service experience after the difficulties she reported with her previous Expedience system were unable to be resolved
In recommending the conversion, Xplornet reviewed the***' usage history and where they had not exceeded 75GB in recent months it was believed that our 75GB Limited State LTE plan would meet their usage requirementsAs with all customers on Limited State and Usage Based Billing plans, Xplornet provides Usage Tracking through our Customer Portal allowing customers to monitor and review their usage, and email notifications are sent to customers who approach (80%), reach (100%) and exceed (120%) their monthly bandwidth allowanceOur records confirm all appropriate usage notifications have been sent to the*** based on their usage history
As agents have explained to ***, the service is working as intended based on the terms of her service package and she is responsible for monitoring her monthly usage if she wishes to prevent being placed in limited state after exceeding her bandwidth allowanceBased on their concerns, we have recommended they change to a Usage Based Billing plan where their speeds would not be impacted by exceeding their bandwidth allowanceRegrettably, in recommending this option to ***, she declined as she does not wish to pay for their increased bandwidth consumption
In closing, while Xplornet regrets any inconvenience this matter has caused the***, our review has concluded that their service is working as intendedXplornet cannot provide a guarantee that the*** will not exceed their monthly bandwidth allowance as their usage is not within our controlIf they do not feel their current package is meeting their needs, they maintain the option to upgrade to a usage based billing plan which would prevent their speeds from being reduced when they exceed the monthly bandwidth allowance provided by their service package
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of the delay in receiving her refundUpon receipt of *** ***’s complaint, a thorough review of the account
history has been completed in order to address the concerns as outlined in her complaint to the Revdex.com
Our records show that a request was sent to our billing department on December 5, 2017, to expedite the refund for returned hardwareA full refund of $was refunded to the payment method listed on *** ***’s account on December 7, It may take 3-business days for the refund to be visible due to bank turnaround times
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/06/09) */
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 completed a review of ***'s account history and in
good faith we will agree to make an exception to have installers sent back out to remove the remaining hardware installed at his residenceThe updated recovery work order was issued on June 7th and he should expect to hear from an installer shortly to schedule his service call
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/08/25) */
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 *** account history in
light of the concerns she's raised relating to her service experience and the cancellation of her accountBased on our review, Xplornet worked with the ***s to identify a service package on our KASatellite network that would accommodate their needs after it was confirmed that their location would not be able to attain signal on our alternate satellite networksAn arrangement was eventually reached with *** and Xplornet agreed to extend her day money back guarantee to June 1st
While Xplornet acknowledges that we received an online request for contact from *** on May 27th regarding the cancellation of her account; her cancellation could not be completed without speaking with her and Xplornet made multiple unsuccessful attempts to reach her through the contact information she provided in order to confirm her requestWith respect to the position held by *** in her complaint; that the service was unplugged and had not been in use since mid-May, her system's usage records reflect that the service remained in consistent use up to early July, which coincided with her July 5th call to our Care Centre requesting the cancellation of her account
To this end, where *** did not contact us back to complete the cancellation of her account prior to June 1st and her system remained in use she would not qualify for a full refund under our money back guarantee policyWith that said, in good faith Xplornet has agreed to waive the early cancellation fee billed to ***'s account and in addition to the remaining $*** in pro-rated service credit we have also applied a month credit of $*** which will be refunded to *** following the recovery of her rental hardware
In closing, we hope *** will find this to represent an acceptable compromise to resolve her complaint and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but I am extremely disappointed with the *** that the company xplornet communications Inchas put us through***
Thank you for the Revdex.com for helping to resolve this issue
Initial Business Response /* (1000, 5, 2015/10/15) */
***
In receiving notice of his complaint, Xplornet completed a review of his connection in light of the service concerns he's reportedBased on our review,
technicians have confirmed that ***'s hardware readings meet all necessary requirements for his service package and have noted that during periods of heavy usage on the network slowdowns can occurWhile Xplornet strives to provide the best possible service experience for all customers, as our Terms of Service (Section 3, Service & Speed) outline, we are not able to guarantee upload or download speeds due to the nature of the internet networkTo review Xplornet's End User Agreement (Terms of Service), please see ***
Having said this, while we are unable to guarantee specific speeds, we are always willing to work with customers who report concerns with their connection to ensure they are receiving the best service experience we are able to offerTo this end, Xplornet technicians have completed a further review of ***'s connection, and have recently made adjustments to his receiver in the interest of improving his service experienceIn speaking with *** we've advised him of the changes and have agreed to follow up with him again once he's had the opportunity to test the connection and confirm if he notices an improvement
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused, and thank him for his patience as we continue to work with him in the interest of addressing his concerns
***
Final Consumer Response /* (2000, 6, 2016/06/13) */
Xplornet has contacted us and agreed to resolved this issue with us to our satisfactionWe hope their agreements will be the reality we experience
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 $*** to ***'s account to be refunded once we have received confirmation that her rental hardware has been successfully been recovered
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response in the interest of achieving a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/02/23) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived
We've reviewed the recording of ***'s conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) and the conversion of his existing service equipmentWith that being said, in the interest of reaching an acceptable resolution and as a show of good faith, in the event of his cancellation Xplornet is prepared to reduce ***'s early cancellation fee to $*** which would cover the cost associated with the upgrade fee that was waived as part of his new contract agreement
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/02/17) */
Thank you for forwarding the information provide 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 surrounding his cancellation and the hardware charge billed to his accountFirst, we would like to extend our apologies to *** for any inconvenience this matter has caused along with our regrets for any misunderstanding resulting from information he states was provided by the dealer with respect to his hardware recovery
In good faith, Xplornet has reversed the $*** (pre-tax) hardware charge billed to his account and requested our Billing department issue a refund for the $*** credit balance remainingOnce processed, *** should expect to receive his refund within 5-business days and we can assure him that his feedback has been noted to ensure any similar situations are avoided in the future
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any frustration this matter has caused and thank him for his patience as we reviewed his account in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, **16/02/05) */
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 based on the
concerns he's raised surrounding his service experience having recently been installed on our High Throughput Viasat satellite network on *** First, we would like to extend our apologies for any delays to his installation and for the poor experience he's noted in dealing with an agent from our Care CentreWith respect to his service concerns, Xplornet arranged to have a senior technical representative complete an assessment of his system readings to determine if there were any identifiable issues being reported through his rental hardware
In reviewing ***'s system statistics they were able to verify that his service readings met all the minimum requirements for his service package but noted that periods of heavy traffic on the network may impact his experience during peak service periodsWhere our services are provided on a shared access basis we have explained to *** that during period of higher than use on the network service speeds can be impacted however we do have policies in place in the interest of ensuring that each Xplornet customer receives fair and consistent access to the Internet
To this end, in speaking with *** a technical supervisor has provided him with an overview of our traffic management practices and how he can manage his usage to improve his service experienceFurther to this, where Xplornet is in the process of implementing a new traffic management policy on our 4G Satellite networks, coming into place on February 23rd, we have also provided *** with information on how the new policies may improve his experienceFor additional information on Xplornet's Internet Traffic Management policies, including details of the upcoming changes that are set to be implemented on ***, *** ***
To this end, recognizing *** is currently within his initial day money back guarantee period in order to provide him an opportunity to experience the service following these upcoming changes we have extended his day guarantee period to *** And, as a sign of good faith we have also agreed to extend the initial $** monthly discount he received as part of his initial service promotion for an additional month period
In closing, on behalf of Xplornet we would again wish to thank *** for bringing his concerns to our attention and for taking the time to speak with us about the issues he's been experiencingWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, **16/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept there response for one main reason, I received a call from a very good tech support, than I called back to explornet as I was unavailable to take there call as I was coming home from work
I called and spoke with a very respectful, realistic person that was kind and understandingShe ran through test, *** was understanding on how I feel and best of all she gave me a answer! A honest answer
The beam that I am on is full- generally 80-100% full and it's very very heavy trafficI had clear sky's, new os system , no virus etc and she never tried to hide the truth or bluff or hide behind anythingShe said sorry it's just the traffic usuage, it's not us it's not you , were not throttling *** etc and she explain how there throttling works, along with new traffic managment
Over all, I'm happy on how xplornet called and showed genuine respect and acknowledge the problem and hopefully with there new satilite it will help the congestion we face
Thanks to the Revdex.com for spending time reviewing and forwarding my complainBut also posting a resolution as it is fair to do so
So on a final note, for those who are upset with xplornet, they did try to resolve the problem, just try again, speek with a senior tech because they know there stuff
Final Consumer Response /* (2000, 9, 2017/06/28) */
June 27, Update - After learning of my complaints to the Revdex.com (and the CCTS) - Xplornet has attempted to make amendsThey have upgraded my system to the more costly LTE-serviceThe service is now approxMbps
Xplornet offered me
compensation for services not received with months of free service
I still feel that I (and many other Xplornet customers) have been coerced into paying more money but am satisfied that the company has attempted to address my concerns - and I now have working Internet
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 have received the refund.
Thank you
Thank you for forwarding the information provided by *** ***
Upon receipt of *** ***'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the account shows that the subscriber module installed at ***
***'s location was obtaining sufficient signal to support the package but was connecting to more than one access point in the areaIf the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to anotherIn acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend *** ***'s location to repoint the subscriber moduleNow that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide *** *** with an improved service experience
While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network *** *** connects to may experience some degradation in experience during periods of higher utilization on the networkUpgrades have been scheduled to add additional capacity to this site in February As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $which will be visible on the December 1, invoice
In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that *** *** experienced and thank him for his patience and understandingIf *** *** has any further questions, comments, or concerns, we are available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/27) */
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 in light of the concerns she's raised regarding the return of her rental hardware and the subsequent charge she was billed for its replacement cost
First, Xplornet would like to extend our apologies to *** for the delays she experienced while awaiting the recovery of her rental hardware along with our thanks for her patience as we reviewed her complaintBased on the time that had passed between her cancellation and the update we received from the dealer, Xplornet has agreed to waive all hardware charges that were billed to ***Our Billing department has confirmed that ***'s refund, totaling $*** was completed on February 21stand she should now be in receipt of the returned funds
With respect to the additional compensation *** has requested for interest charges she incurred, while Xplornet does not normally credit for external charges, in good faith we have placed an additional $** service credit on her account to be refunded which would offset any interest charges she incurred during the brief period she maintain the hardware charge balance on her credit card
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Too much of a headache to deal with xplornet any further from here
Thank you for forwarding the information provided by *** *** to our attention
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a result of difficulties associated with the termination of his account and subsequent termination fees applied upon the cancellation
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in his complaint
In review of *** ***’s account, Xplornet would agree to waive *** ***’s termination fees due to the difficulties he experienced with his Xplornet services. A credit of $225+taxes has been applied to the account to offset the charges appliedIf *** *** has any questions, comments, or concerns, Xplornet is available 24/7/to best assist at ***
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/09/21) */
***
Following the receipt of his complaint, Xplornet completed a review of *** account in light of the payment and service concerns he's raisedBased on our
review, we've confirmed that *** was provided with a day service credit totaling $*** (before tax) as a gesture of good faith following the recent relocation of his service hardware
Pursuant to our billing policies, the credit was applied to his account against his next month's invoice however, where our records did not sufficiently indicate that the agent made this clear to ***, Xplornet agreed to credit the $** NSF charge he incurred after his *** invoice's due date*** NSF credit has now been applied to his account and is reflected on his current invoice, along with the original $*** service credit
As *** has noted in his complaint he is on a limited state package with a defined monthly usage allowanceOn our limited state plans, once a customer exceeds their monthly usage allowance their account is placed in 'limited state', with download and uploads speeds restricted to 150kbps until the end of their billing cycleThe policy is applied consistently across all platforms which offer limited state plans and is not enforced differently on his new *** service in comparison to his original satellite platform
In response to the specific issue he has noted with *** streaming once he has exceeded his monthly bandwidth allowance, Xplornet must highlight that while in 'limited state', *** connection speeds will not meet ***'s minimum connection recommendations and his experience will be impactedFrom our review of *** system readings; we have not been able to identify any problems with his signal quality or on our networkHowever, *** does recommend lowering the quality settings of their streaming services to decrease bandwidth consumption and improve streaming performance
As part of his service, *** has access to a usage tracker to monitor his bandwidth consumption, and Xplornet provides email notifications as customers approach and exceed their bandwidth allowanceIf *** has not found his current 100GB package sufficient, Xplornet does offer a 10Mbps Limited State plan with 250GB for ***/month plus tax, which may be more in line with his usage needsFurther to our limited state plans, Xplornet also offers usage based billing package options for customers who require additional bandwidth without a service restriction once they've exceeded their monthly allowanceIf *** would like to take advantage of either option, he can do so by reaching out to our Care Centre at *** and one of our agents would be more than happy to assist him
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any misunderstanding surrounding his initial credit and for any inconvenience this matter may have caused himXplornet also remains open to completing troubleshooting with *** if he maintains there is a problem with his service that is not related to Limited State, or feels that the policy is not working as intended
***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The limited status of my service never effected my *** beforeIt only started effecting my *** once I was locked into there contract after I had movedIf I had known this was going to be an issue I wouldnt have stayed with xplorenet***
Final Business Response /* (4000, 9, 2015/09/30) */
***
*** selected to be placed on a limited state package with a defined monthly bandwidth allowance, in exceeding that allowance his speeds were reduced in line with the terms of his service packageWhile in 'limited state' *** connection speeds will not meet ***'s minimum connection recommendations and his experience will be affected until his bandwidth allowance resets at the beginning of his next billing periodThis is the same policy that was in place on *** previous service platform
All details of Xplornet's Usage Allowance Policies relating to customers on limited state plans are readily available on our website at*** and are applied consistently across all limited state based packages
If *** does not wish for his connection to be placed in 'limited state', he maintains the option to increase his monthly bandwidth allowance by upgrading to a service package more in line with his usage requirements or by moving to a Usage Based Billing package which would provide him the option to purchase additional bandwidth rather than limiting his connection speeds
***
Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, *** contacted our Care Centre to follow up on the
speed concerns he first reported to us on *** and initially requested his account be finalizedIn speaking with a representative from our Loyalty team, Xplornet was able to work out an agreement with *** to cover an in warranty service call to replace any fault rental hardware along with a month service credit issued to his account in good faith
The work order was completed on *** at which time the installer replaced ***'s power supply to address errors which were identified with his hardware readings and confirmed all signal levels were in line with service requirements Xplornet has also made *** aware of upgrades that are scheduled to be completed later this fall to bring our new Fixed Wireless LTE services to his area, providing him with additional upgrade options should he experience any further issues with his current legacy system Following the completion of the work order we have not received any further service concerns reported by ***
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we worked to address his concernsWe hope he will find this to be an acceptable response
***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There evidently a disconnect between the Care Centre and the Repair Centre
For the record, "Yes" I called to have my service disconnected due to the slow internet service and lack of support of the sameNot once was a technician sent to my house to inspect my equipment to ensure there was no mechanical / electrical issuesThe Loyalty Team member agreed that someone should have come to check things outThe member also stated that they would give me months free service so that in that time frame my service would we switched to the new service for improved quality also free of charge
Now, having said that, the service technician came to my house, found nothing wrong with the equipment or signal strength ( DID NOT CHANGE THE POWER SUPPLY)and also stated the slow speeds are due to overloading of the towers
I find Xplornets reply insulting and non factual***
As stated earlier I excepted the offer of months free service until I am switched to the new LTE service which also was offered at no charge.***
Final Business Response /* (4000, 9, 2015/10/23) */
Thank you for forwarding the updated response provided by ***
Xplornet recognizes that in certain areas serviced by our *** network, based on the shared access nature of the service, slowdowns during periods of heavy usage can occurWe are working as quickly as possible to upgrade and expand coverage on our LTE network to ***'s area in the interest of improving his service experienceIn the interim, he has accepted the offer presented by our Loyalty team and we will be contacting him as soon as he is eligible to be convertedIf we are unable to complete his conversion within the timeframe provided, or he is not satisfied with his experience following the upgrade, he would be under no obligation to maintain the service and would not be billed a cancellation penalty
With respect to his recent work order, we have forwarded the feedback he has provided based on his experience with the dealerThe installer's records note that the power supply was replaced, if this was not completed as reported, Xplornet would be willing to have an installer sent back out at ***'s requestIf he would like to have this arranged, he can do so by contacting our Care Centre at *** and a new work order will be issued
In closing, Xplornet would again wish to extend our apologies for any frustration this matter has caused *** and we look forward to the timely completion of LTE upgrades in his area to improve his service experience
***
Initial Business Response /* (1000, 13, 2017/05/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet completed a review of the account we believe to be referenced in ***'s complaint
however as she not an authorized user associated with the account we are unable to comment on any account specific information due to privacy concernsFor *** to be added as an authorized user the full account holder would need to contact our Care Centre at *** to request she be added to the account
With that being said, we would like to assure *** that we understand her concerns and while slowdowns can occur during periods of high traffic volume Xplornet is investing heavily to improve network performanceTo this end, Xplornet can confirm upgrades are planned to be completed in ***'s service area later this summer and we appreciate her patience as we work to make necessary improvements to the network
In closing, on behalf of Xplornet we would like to extend our regrets to *** for the difficulties she's reported and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 15, 2017/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/02/04) */
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 raised about her verbal contract renewal and the cancellation fee associated with the early termination of her service agreementBased on our review, in the interest of reaching a mutually acceptable resolution with ***, Xplornet has agreed to meet her desired resolution
To this end, Xplornet has arranged for our billing department to reverse the $*** early cancellation fee billed to her account and in addition to the prorated service credit that was applied following her cancellation we have also issued a week service credit to offset any charges she incurred while we investigated her concerns
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this experience may have caused and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing 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 and we will not
seek to hold her to her service commitment, allowing her to cancel her service without an early cancellation feeIn order to proceed with her account's cancellation she will simply need to contact our Care Centre to confirm her request at ***
In conclusion, 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 resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response it is the resolution I was looking forIts unfortunate it had to come to this.If we had gotten the service we were paying for there wouldn't have been a problem
Initial Business Response /* (1000, 5, 2015/09/11) */
Thank you for forwarding the information provided by ***In response, Xplornet presents the following for review
After receiving notice of *** complaint, Xplornet completed a review of her account history in light of the
concerns she's raised relating to her monthly usage and the difficulties she's reported experiencing since completing a conversion to our newly available LTE network Based on our review, *** service conversion was recommended in the interest of improving her service experience after the difficulties she reported with her previous Expedience system were unable to be resolved
In recommending the conversion, Xplornet reviewed the***' usage history and where they had not exceeded 75GB in recent months it was believed that our 75GB Limited State LTE plan would meet their usage requirementsAs with all customers on Limited State and Usage Based Billing plans, Xplornet provides Usage Tracking through our Customer Portal allowing customers to monitor and review their usage, and email notifications are sent to customers who approach (80%), reach (100%) and exceed (120%) their monthly bandwidth allowanceOur records confirm all appropriate usage notifications have been sent to the*** based on their usage history
As agents have explained to ***, the service is working as intended based on the terms of her service package and she is responsible for monitoring her monthly usage if she wishes to prevent being placed in limited state after exceeding her bandwidth allowanceBased on their concerns, we have recommended they change to a Usage Based Billing plan where their speeds would not be impacted by exceeding their bandwidth allowanceRegrettably, in recommending this option to ***, she declined as she does not wish to pay for their increased bandwidth consumption
In closing, while Xplornet regrets any inconvenience this matter has caused the***, our review has concluded that their service is working as intendedXplornet cannot provide a guarantee that the*** will not exceed their monthly bandwidth allowance as their usage is not within our controlIf they do not feel their current package is meeting their needs, they maintain the option to upgrade to a usage based billing plan which would prevent their speeds from being reduced when they exceed the monthly bandwidth allowance provided by their service package
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of the delay in receiving her refundUpon receipt of *** ***’s complaint, a thorough review of the account
history has been completed in order to address the concerns as outlined in her complaint to the Revdex.com
Our records show that a request was sent to our billing department on December 5, 2017, to expedite the refund for returned hardwareA full refund of $was refunded to the payment method listed on *** ***’s account on December 7, It may take 3-business days for the refund to be visible due to bank turnaround times
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/06/09) */
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 completed a review of ***'s account history and in
good faith we will agree to make an exception to have installers sent back out to remove the remaining hardware installed at his residenceThe updated recovery work order was issued on June 7th and he should expect to hear from an installer shortly to schedule his service call
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/08/25) */
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 *** account history in
light of the concerns she's raised relating to her service experience and the cancellation of her accountBased on our review, Xplornet worked with the ***s to identify a service package on our KASatellite network that would accommodate their needs after it was confirmed that their location would not be able to attain signal on our alternate satellite networksAn arrangement was eventually reached with *** and Xplornet agreed to extend her day money back guarantee to June 1st
While Xplornet acknowledges that we received an online request for contact from *** on May 27th regarding the cancellation of her account; her cancellation could not be completed without speaking with her and Xplornet made multiple unsuccessful attempts to reach her through the contact information she provided in order to confirm her requestWith respect to the position held by *** in her complaint; that the service was unplugged and had not been in use since mid-May, her system's usage records reflect that the service remained in consistent use up to early July, which coincided with her July 5th call to our Care Centre requesting the cancellation of her account
To this end, where *** did not contact us back to complete the cancellation of her account prior to June 1st and her system remained in use she would not qualify for a full refund under our money back guarantee policyWith that said, in good faith Xplornet has agreed to waive the early cancellation fee billed to ***'s account and in addition to the remaining $*** in pro-rated service credit we have also applied a month credit of $*** which will be refunded to *** following the recovery of her rental hardware
In closing, we hope *** will find this to represent an acceptable compromise to resolve her complaint and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but I am extremely disappointed with the *** that the company xplornet communications Inchas put us through***
Thank you for the Revdex.com for helping to resolve this issue
Initial Business Response /* (1000, 5, 2015/10/15) */
***
In receiving notice of his complaint, Xplornet completed a review of his connection in light of the service concerns he's reportedBased on our review,
technicians have confirmed that ***'s hardware readings meet all necessary requirements for his service package and have noted that during periods of heavy usage on the network slowdowns can occurWhile Xplornet strives to provide the best possible service experience for all customers, as our Terms of Service (Section 3, Service & Speed) outline, we are not able to guarantee upload or download speeds due to the nature of the internet networkTo review Xplornet's End User Agreement (Terms of Service), please see ***
Having said this, while we are unable to guarantee specific speeds, we are always willing to work with customers who report concerns with their connection to ensure they are receiving the best service experience we are able to offerTo this end, Xplornet technicians have completed a further review of ***'s connection, and have recently made adjustments to his receiver in the interest of improving his service experienceIn speaking with *** we've advised him of the changes and have agreed to follow up with him again once he's had the opportunity to test the connection and confirm if he notices an improvement
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused, and thank him for his patience as we continue to work with him in the interest of addressing his concerns
***
Final Consumer Response /* (2000, 6, 2016/06/13) */
Xplornet has contacted us and agreed to resolved this issue with us to our satisfactionWe hope their agreements will be the reality we experience
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 $*** to ***'s account to be refunded once we have received confirmation that her rental hardware has been successfully been recovered
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response in the interest of achieving a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/02/23) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived
We've reviewed the recording of ***'s conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) and the conversion of his existing service equipmentWith that being said, in the interest of reaching an acceptable resolution and as a show of good faith, in the event of his cancellation Xplornet is prepared to reduce ***'s early cancellation fee to $*** which would cover the cost associated with the upgrade fee that was waived as part of his new contract agreement
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/02/17) */
Thank you for forwarding the information provide 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 surrounding his cancellation and the hardware charge billed to his accountFirst, we would like to extend our apologies to *** for any inconvenience this matter has caused along with our regrets for any misunderstanding resulting from information he states was provided by the dealer with respect to his hardware recovery
In good faith, Xplornet has reversed the $*** (pre-tax) hardware charge billed to his account and requested our Billing department issue a refund for the $*** credit balance remainingOnce processed, *** should expect to receive his refund within 5-business days and we can assure him that his feedback has been noted to ensure any similar situations are avoided in the future
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any frustration this matter has caused and thank him for his patience as we reviewed his account in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, **16/02/05) */
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 based on the
concerns he's raised surrounding his service experience having recently been installed on our High Throughput Viasat satellite network on *** First, we would like to extend our apologies for any delays to his installation and for the poor experience he's noted in dealing with an agent from our Care CentreWith respect to his service concerns, Xplornet arranged to have a senior technical representative complete an assessment of his system readings to determine if there were any identifiable issues being reported through his rental hardware
In reviewing ***'s system statistics they were able to verify that his service readings met all the minimum requirements for his service package but noted that periods of heavy traffic on the network may impact his experience during peak service periodsWhere our services are provided on a shared access basis we have explained to *** that during period of higher than use on the network service speeds can be impacted however we do have policies in place in the interest of ensuring that each Xplornet customer receives fair and consistent access to the Internet
To this end, in speaking with *** a technical supervisor has provided him with an overview of our traffic management practices and how he can manage his usage to improve his service experienceFurther to this, where Xplornet is in the process of implementing a new traffic management policy on our 4G Satellite networks, coming into place on February 23rd, we have also provided *** with information on how the new policies may improve his experienceFor additional information on Xplornet's Internet Traffic Management policies, including details of the upcoming changes that are set to be implemented on ***, *** ***
To this end, recognizing *** is currently within his initial day money back guarantee period in order to provide him an opportunity to experience the service following these upcoming changes we have extended his day guarantee period to *** And, as a sign of good faith we have also agreed to extend the initial $** monthly discount he received as part of his initial service promotion for an additional month period
In closing, on behalf of Xplornet we would again wish to thank *** for bringing his concerns to our attention and for taking the time to speak with us about the issues he's been experiencingWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, **16/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept there response for one main reason, I received a call from a very good tech support, than I called back to explornet as I was unavailable to take there call as I was coming home from work
I called and spoke with a very respectful, realistic person that was kind and understandingShe ran through test, *** was understanding on how I feel and best of all she gave me a answer! A honest answer
The beam that I am on is full- generally 80-100% full and it's very very heavy trafficI had clear sky's, new os system , no virus etc and she never tried to hide the truth or bluff or hide behind anythingShe said sorry it's just the traffic usuage, it's not us it's not you , were not throttling *** etc and she explain how there throttling works, along with new traffic managment
Over all, I'm happy on how xplornet called and showed genuine respect and acknowledge the problem and hopefully with there new satilite it will help the congestion we face
Thanks to the Revdex.com for spending time reviewing and forwarding my complainBut also posting a resolution as it is fair to do so
So on a final note, for those who are upset with xplornet, they did try to resolve the problem, just try again, speek with a senior tech because they know there stuff
Final Consumer Response /* (2000, 9, 2017/06/28) */
June 27, Update - After learning of my complaints to the Revdex.com (and the CCTS) - Xplornet has attempted to make amendsThey have upgraded my system to the more costly LTE-serviceThe service is now approxMbps
Xplornet offered me
compensation for services not received with months of free service
I still feel that I (and many other Xplornet customers) have been coerced into paying more money but am satisfied that the company has attempted to address my concerns - and I now have working Internet