Initial Business Response /* (1000, 9, 2016/01/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of her complaint, Xplornet has completed a review of ***'s account in light
of the recent service concerns she has reported with her connection speedsFirst, we would like to extend our apologies for any frustration this issue has caused *** and thank her for bringing this matter to our attention Based on the nature of the issue, Xplornet has escalated her concerns to our Network team for review
Presently, our Network team has confirmed that no adjustments were made on the tower to reorient or lower the access panel *** connects to for service, and after troubleshooting and monitoring her connection we have ruled out any associated problems with her rental hardware or service signal as the cause of the issueDuring the course of our investigation, Xplornet's Vice President of Marketing has been in close contact with *** to keep her updated on any developments as they become available
To this end, to further our investigation Xplornet will be sending representatives from our Field Operations team to the area next weekOnce they have completed their assessment, we have committed to follow up with *** to provide an update on our findings and review her ongoing service experience
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to investigation the service concerns she has reported
Sincerely,
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, 10, 2017/07/06) */
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 ***' account in light of the
concerns she raised regarding her service contractBased on our review, we've confirmed that the existing year service agreement *** entered into through *** remained in place following the acquisition and would end upon the completion of her service commitment
With that being said, we recognize *** was provided incorrect information about the acquisition during a discussion with a care agent and no contract renewal was required to maintain her service While Xplornet maintains the validity of the service agreement entered into with YourLink, in good faith we will agree to waive her existing contract and she will not be responsible for an early termination fee if she chooses to proceed with the cancellation of her account
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter may have caused and thank her for her patience as we reviewed her concerns
Initial Business Response /* (1000, 5, 2016/05/30) */
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 regarding his service experience and the cancellation fee associated with the early termination of his service agreementBased on our review we've identified that *** accepted a year service term on our Xplore 10Mbps/50GB package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of his account was completed on February 25th after *** acknowledged he had read and accepted our Terms of Service and provided confirmation of his pre authorized payment method through our customer portal
As part of our Terms of Service all new customers are provided a day money back guarantee period, allowing them to test the service and end the agreement within their initial days in service if they do not find it is meeting their needsIn this case, our records do not reflect that *** brought any service related concerns to our attention while the service was in use prior to his May 3rd cancellation request and where our technicians were unable to identify any problems with his rental hardware, he was advised that in finalizing his account he would be responsible for an early cancellation penalty
With that being said, we recognize that *** had closed his initial account under our day cancellation policy and later agreed to reinstate the service in good faithTo this end, we are prepared to reduce the early cancellation fee billed to his account by 50%, from $*** to $*** (before tax) as a gesture of good will and have instructed our billing department to update his final invoice accordingly
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and while we are unable to agree to waive his early cancellation fee in its entirety we hope *** will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $*** is unearned revenue and should have nothing to do with the success of their businessThey are also picking up their hardware which they can reuse / resell so they aren't out any money at all
They are simply discounting the amount of cash they want to collect with out earning it***
The yr commitment is sidedI agree to pay if they agree to deliver***
***
***
***
Final Business Response /* (***0, 9, 2016/06/07) */
Thank you for forwarding the updated response provided by *** to our attention
We appreciate the feedback *** has provided along with the suggestions he has made on how he feels we can improve our service practices, recognizing he was not satisfied with his service experienceTo this end, in the interest of resolving this matter in good faith we have revisited our earlier decision and will agree to reverse the early cancellation fee that was charged to ***'s account
The remaining $*** (before tax) cancellation penalty on ***'s account has been reversed and a refund of $***, including a $*** in prorated credit will be issued back to his credit card*** should also expect to hear from an installer shortly; if he has not already, to arrange the recovery of his rental hardware
In closing, by agreeing to reverse ***'s early cancellation charge we hope he will find this to represent an acceptable response and would again wish to extend our regrets for any inconvenience this issue has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (2000, 11, 2016/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** The full refund was my initial goal so this is satisfactory
Initial Business Response /* (1000, 8, 2016/09/06) */
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 ***'s account history in
light of the concerns he's raised surrounding the cancellation of his accountBased on our review, we've confirmed *** contacted Xplornet to inquire about cancelling his service in March 'after reaching his usage limit and being placed in limited stateXplornet in turn offered to reset his monthly usage allowance and apply a month service credit to maintain his business which our records note *** accepted
With that said, in presenting the offer to *** we recognize there may have been some confusion relating to his continued use of the service and while we did not receive a formal request we have agreed to waive his early cancellation fee and backdate his cancellation to April 10thIn doing so, we also waived the $*** outstanding balance that remained on his account and have applied a service credit of $*** to offset all charges he incurred after April 'when his service was no longer in useA work order to recover ***'s rental hardware has been issued and he should expect to hear from an installer in the coming weeks to schedule an appointmentOnce the recovery work order is completed a refund of $*** will be issued back to ***'s credit card
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 10, 2016/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
in light of her concerns relating to the site survey fee she was billed by the dealer following their unsuccessful attempt to convert her services to our new LTE platformAs part of our site survey policy, the dealer is permitted to charge a fee for their work if signal cannot be obtained however it is intended that customers are made aware of this prior to moving forward with the request
To this end, based on our review of *** account history, where our records do not reflect that she was made aware of the possibility of a site survey charge prior to arranging to proceed with her conversion request, Xplornet has applied a month service credit ($*** before tax) to offset the charge she was billed by the dealer
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank her for taking the time to bring her concerns to our attentionWe hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 12, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for responding, I will await to see if the credit is applied to the accountMuch appreciated
Initial Business Response /* (1000, 5, 2017/02/08) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has completed a review of ***' account history and while our records reflect that she
verbally agreed to a year contract renewal in exchange for the relocation of her services, recognizing she has been a longstanding customer we will agree to rescind the agreement and waive her contract term
To this end, should *** wish to proceed with the cancellation of her account she would simply need to contact the Xplornet Customer Care Centre at *** to verify her request and confirm arrangements for the recovery of her rental hardware
In closing, we hope *** will find this to represent an acceptable response and on behalf of Xplornet we would further wish to extend our regrets for any inconvenience this matter has caused
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response as this was the outcome I was hoping forThank you
Thank you for forwarding the information provided by *** ***
Upon receipt of the complaint, review of the account was completed to address the concerns that *** *** has raised in his complaint to the Revdex.com
Xplornet’s records show that *** *** contacted Xplornet to process a transfer of
ownership on January 16, 2017, but did not know who the new owners taking over the property would beWhile it was advised that *** *** would need to have the new customers contact Xplornet to complete the transfer, our records show that a transfer of ownership was never successfully completed by the new home owners and the account remained in *** ***'s name.
In the interest of resolving *** ***’s concerns, Xplornet would agree to process the refund for funds paid during the period of time where he believed that the account had been transferredA refund of $+ taxes has been submitted to our billing department to be processed back to the payment method listed on the accountA refund could take 5-business days to be processed and visible in *** ***’s account
If *** *** has any further questions, comments, or concerns, Xplornet is available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (***0, 5, 2015/12/21) */
We'd like to thank you for bringing ***'s concerns to our attentionIn response to ***'s concerns, the following is available for review
Following a recent site visit, *** was made aware of damage to his roof and
was advised the damage was caused at the time of his installation in *** is requesting the damage be repaired to the original state of his roof
We have reviewed ***'s account and note our *** services were installed on January 4, by *** reported some intermittent service issues in February which were resolved by a repoint during a site visit at the timeFurther service issues were not reported until August and September at which point we issued a work order to*** to resolve the issues he'd been experiencingIn October 2015, *** made Xplornet aware of the damage identified during the site visit in September but indicated he had not attempted to address the damage with the original dealership who installed his servicesXplornet did agree to credit back $** + taxes to cover the cost of this site visit as a gesture of good faith for the damage reported to their propertyFurthermore, as indicated by ***, the damage has already been repaired to Xplornet's standards by*** while they were on site in October
In an effort to compensate *** for his experience and the damage claimed to be caused by one of our installers, Xplornet has issued a total of $*** taxes in credits to ***'s account between September 24, and October 7,
Xplornet would like to extend their regrets for the inconvenience this matter has caused *** and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for forwarding the company's responseClarification must be made to the inaccurate response from Xplornet
First, to address "not attempting to address the damage with the original dealership who installed his services"At the time I contacted Xplornet to address the damage that was recently brought to my attention by ***, the rep asked if I had attempted to contact ***I indicated that I had not and went on to explain that *** wore the Xplornet Company name when they did the install, so as far as I was concerned at that time, Xplornet needed to address the issue with the original installer that Xplornet paid to do a serviceThe conversation did not end there, there was no indication that the onus was on me to then take the issue up with the original installer, rather the rep indicated someone would look into it and get back with me
Second, to address the statement "as indicated by ***, the damage has already been repaired to Xplornet's standards by *** *** while they were on site in October" is nothing more than fabricationI did not indicate that in my original letter, nor was the roof repaired by ***I purchased new Lag screws and silicone and went up on the roof to patch the exposed holes myself so that no further weather could penetrate my roofHow can Xplornet indicate it was repaired to their standards when: 1) I did the work and 2) no one came out to inspect the "repair", take pictures or even ask if I (the customer) was satisfied with the so called "repair"? There needs to be new shingles installed to repair my roof back to the proper state, not screws with silicone plugging the holes that Xplornet originally made in error
The third issue is the amount of refund Xplornet issuedYes there was a refund issued, but once again, let me clarifyNone of the refund was for the damage to the roof* + taxes was for the bi pod pole that was suggested to purchase from ***, so that I could get some type of reception for my Satellite servicesI asked Xplornet to cover that cost because at the time, my service was non-existent to the point I could not even get a search engine to appear when I attempted to gain access to the internetAs far as the other refunds, the reps from Xplornet issued these simply because I did not have any service at all or intermittent at best, but was continuing to pay for the service automatically on a monthly basisIf the company was being completely truthful, they would have indicated the countless hours my *** and I spent on the phone to try and resolve no service issues instead of attempting to downplay the inaccurate events that lead up to me cancelling their services
***
Final Business Response /* (4000, 9, 2016/01/11) */
Thank you for forwarding the response submitted by *** to usWe regret *** was not satisfied with our response and feels we were not being truthful
Xplornet dealerships are independent contractors for XplornetXplornet completed an internal review of the damage at ***'s property following his report of the damage to us on October 9, As part of the investigation, we noted the pictures sent to us by ***, indicated the holes had been sealed at the time of the installation in January although the sealant was starting to wear
As indicated in our previous response, it is Xplornet's policy to have the installer seal any holes drilled while on site and this appears to have been done based on the pictures provided by ***
Xplornet apologizes for the misinformation provided in our previous response*** did not indicate the damage had been repaired by*** in his previous response*** indicated to Xplornet when completing the work order for ***'s location on September 29, they had repaired the damage found while on site at his location*** has since indicated he was the one who repaired the damageIn either case, Xplornet is willing to extend a month credit of $*** + taxesThe credit was applied to his account today and a request has been sent to our Billing department to issue a refund back to the method of payment we have on file
Xplornet issued a number of credits to ***'s account in an attempt to resolve his dispute regarding the damage to his property and compensate him for the service issues he experienced in SeptemberIn September 2015, Xplornet issued a $*** + taxes due to the service issues *** had experienced, another $*** + taxes credit was applied for the hours he and his *** had spent on the phone despite this not being something we typically credit forWe issued another $*** + taxes due to all the issues he'd been experiencing with the damage to his property and service issuesIn October, we issued a $** credit to further compensate for their issues and the damage reported to be caused to his roof and another $*** + taxes credit to cover the bipod tower installed on his property due to the damage caused to his roofXplornet does not cover the cost of additional height such as bipod towers if it is required to gain sufficient signal to our service, this is normally a cost incurred by the customer if it is required for their serviceIn good faith for the damage reported to his property, Xplornet agreed to credit the cost of the bipod due to the complaint filed for the damage to his property
Xplornet would like to extend their regrets for the inconvenience this matter has caused
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 degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the account history shows that *** ***’s service was upgraded to Xplornet’s LTE fixed wireless service on February 9, Our records show that the one time activation fee was covered by credits applied to *** ***’s account so the upgrade was done with no upgrade cost to him from XplornetIn discussion with *** ***, Xplornet advised that putting him back on his legacy fixed wireless service would not be possible as the service is not currently available on the network that he connects toIn acknowledgement of the concerns *** *** has expressed regarding his LTE services, Xplornet previously offered a $20/month discount towards the cost of the service
After further review, our notes show that Xplornet attempted to connect *** *** to the FWA service connecting off of nearby towers but they determined that signal would not be possible without significant enhanced installation requirements due to the line of sight in the areaThat being said, should the FWA service be available on the *** *** tower in the future, Xplornet would be more than willing to complete the switch at that timeIn the interim, as Xplornet is unable to meet *** ***’s desired resolution, if he remains unsatisfied with the services he may cancel with no penalty or termination fees applied at the time of cancellation
To further discuss this matter or process a cancellation, Xplornet is available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 10, 2016/06/16) */
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 her account's history in light of
the concerns she's raised relating to her service cancellation and subsequent recovery of our rental hardwareBased on our review we have confirmed that ***'s account was cancelled as of January 15th, after Xplornet reach an agreement to waive the remainder of their contract commitment allowing the account to be closed without a cancellation fee
Following the account's cancellation a work order was issued to recover our rental hardware however once the installer arrived on site it was determined that we would be unable to remove our hardware as the system installed by *** was obstructing access to the equipment*** was advised that she would need to contact her new provider to arrange to have their equipment temporarily relocated in order to allow us to retrieve our rental hardware and a new work order would be issued once this was completed
As we were unable to recovery our rental hardware and had not heard back from *** regarding updated recovery arrangements a hardware charge was billed to the account in April 'On April 14th we confirmed with the full account holder that the hardware charge had been applied and he explained they had contacted *** and would follow up on arrangements to allow us for the equipment recoveryUnfortunately due to an internal oversight an updated work order for the rental hardware's recovery was delay into the following month and for this we sincerely apologize
At this time we have confirmed that our rental hardware has been successfully recovered and a refund of $*** was issued back to their payment method on file as of June 13thWith respect to the additional charges they incurred as part of their installation, as we note on our website costs associated with an enhanced installation such as installing a ptower or tripod and pole to improve line-of-sight are not covered as part of our basic installation and where these charges are not billed by Xplornet *** would need to speak with the dealership directly to determine if they are eligible for an additional refund
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused *** and we hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 12, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they did not want to retrieve their equipment because of *** but we had it taken down the next day and called them and they chose to not show up for months after multiple calls and emails from uscratch to them Also we have still not received a refund*** Refund my money.***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you
Thank you for forwarding the information provided by *** *** to our attentionIn response, the following is available for reviewAfter receiving notice of her complaint, Xplornet completed a review of *** ***’s account in light of the concerns she’s reported with her service experience
Based on a technical review of her hardware readings we’ve identified an issue with her signal that will require a work order to address and have made attempts to reach her to make arrangements for a service callWhere we have not yet heard back from *** ***, we would encourage her to reach out to our Customer Care Centre *** at her earliest convenience and a work order will be issued in an effort to restore her signal to a level that meets the requirements for her service packageWith that being said, Xplornet has acknowledged that the network *** *** connects to for service does experience periods of high utilization which can have an impact on her connection speedsThis is a problem we’ve recognized as a known issue in her area and while we do not currently have an estimated time frame for resolution, we have agreed to provide *** *** with a recurring $service discount until the issue is resolvedFurther to this, as a show of good faith while we await the completion of a work order to restore her signal we’ve applied a month credit ($74.99+tax) to *** ***’s accountIn the event that she remains unsatisfied with her service experience, Xplornet will agree to waive her contract commitment and she will be eligible to cancel her account without penaltyIn closing, on behalf of Xplornet we would further wish to extend our regrets to *** *** for the difficulties she’s experienced, along with any inconvenience this matter has caused and hope she will find this to represent an acceptable response.Sincerely, Xplornet Communications
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 phoneContrary 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
Thank you for forwarding the information provided by *** ***
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed to address the concerns outlined
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a
result of degraded connection speeds and functionality on their satellite serviceOur records reflect that *** *** contacted Xplornet just outside of the day money-back guarantee that is offered by Xplornet and, as such was charged a cancellation fee upon the termination of his account
As stated on the Xplornet website, Xplornet high-speed Internet service includes a 30-day money-back guaranteeIf you are dissatisfied with your service for any reason, you will receive a refund if you cancel your subscription within days of activationThough *** *** cancelled outside of his money back period, as a show of good faith Xplornet would be willing to waive the cancellation fees of $4450+taxes that were applied to the account upon terminationA credit will be applied to the account to off-set the charge and will be visible on the final invoice
In closing, on behalf of Xplornet, we would like to thank *** *** for his patience and understanding as we work towards resolving his concerns.Sincerely, Xplornet Communications
Thank you for providing the rebuttal submitted by *** ***
Upon review of *** ***’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on *** ***’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation
If *** *** has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at *** at his earliest convenience
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/03/29) */
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 revisited ***'s account and her cancellation
requestBased on our review, while we have confirmed that *** accepted the terms of a year contract at the time of her installation in March '16, in the interest of reaching a mutually acceptable resolution we will agreed to reduce the early cancellation fee billed to her account to $** before tax
To this end, Xplornet has applied a $*** (before tax) reduction to the early cancellation fee billed to her accountThe adjustment will be reflected when her final invoice is generated next month and we hope *** will find this to represent a reasonable proposal to resolve her complaint
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties *** experienced and thank her for her time as a valued customer
Sincerely,
Xplornet Communications
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of *** ***’s account history in light of the concerns he’s reported with the recovery of our
rental hardware and subsequent chargesBased on our review, while the dealer initially tasked with the recovery of the equipment reported they were unable to contact *** *** as we were able to reach him directly an updated work order was issuedXplornet has now confirmed the completion of *** ***’s hardware recovery and a $*** (before tax) credit to reverse his hardware charges has been applied to his accountOur billing department is currently processing an update final invoice to reflect the adjustment which *** *** should expect to receive within the next 3-business days.In closing, Xplornet would like to extend our apologies to *** *** for any inconvenience this matter caused and thank him for his patience as we reviewed his complaintWe hope he will find this to represent an acceptable response Sincerely,Xplornet Communications
Initial Business Response /* (1000, 6, 2017/05/12) */
Thank you for forwarding the information provided by ***
After receiving notice of ***'s complaint, Xplornet completed a review of the account history in light of the concerns she reported with degraded connection speeds
while an Xplornet customer and the subsequent fees applied to the account upon termination of the servicePast signal readings on the subscriber module installed at ***'s location show that the signal was strong and meeting the requirements for the service package 'LTE 10/300' that she was subscribed toThis package boasts download speeds up to Mbps with upload speeds up to Mbps with 300GB of monthly usage allowance; our records show that *** used an average of 217GB/month over the last months that she had the service
Evaluation of the network that *** connected to shows that the sector is healthy and there are no known issues impacting service experience on this siteTroubleshooting completed by our representatives would suggest that ***'s connection was delivering speeds as intended on her serviceAs is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the Mbps service package she subscribes to as outlined in our terms of service on our websiteThat being said, in acknowledgement that the service was not meeting ***'s expectations, as a show of good faith Xplornet would be willing to waive **% of the fees associated with the cancellation of the accountA credit of $*** has been applied to the outstanding balance on the account to adjust the amount owing
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 8, 2017/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my issue was not the internet it was the home phone not working,so because of this we lost some money on our work from not receiving calls.That is why we cancelled, our phone is very important for our work.We did not know anything about g.b.and towersWould you be willing to settle for *** dollars because of our bussiness losshopefully you will agree to this and this matter can be closed..thanks
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 degraded connection speeds on her Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in her complaint to the Revdex.comIn review of the account, Xplornet would agree to waive the termination fees should *** *** decide to cancel her Xplornet services; a note has been placed on the account to advise that no termination fees will apply. If *** *** has any further questions, comments, or concerns, or would like to process a cancellation, Xplornet is available 24/7/at *** to assistIn 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 complaintSincerely, Xplornet Communications
Initial Business Response /* (1000, 9, 2016/01/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of her complaint, Xplornet has completed a review of ***'s account in light
of the recent service concerns she has reported with her connection speedsFirst, we would like to extend our apologies for any frustration this issue has caused *** and thank her for bringing this matter to our attention Based on the nature of the issue, Xplornet has escalated her concerns to our Network team for review
Presently, our Network team has confirmed that no adjustments were made on the tower to reorient or lower the access panel *** connects to for service, and after troubleshooting and monitoring her connection we have ruled out any associated problems with her rental hardware or service signal as the cause of the issueDuring the course of our investigation, Xplornet's Vice President of Marketing has been in close contact with *** to keep her updated on any developments as they become available
To this end, to further our investigation Xplornet will be sending representatives from our Field Operations team to the area next weekOnce they have completed their assessment, we have committed to follow up with *** to provide an update on our findings and review her ongoing service experience
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to investigation the service concerns she has reported
Sincerely,
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, 10, 2017/07/06) */
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 ***' account in light of the
concerns she raised regarding her service contractBased on our review, we've confirmed that the existing year service agreement *** entered into through *** remained in place following the acquisition and would end upon the completion of her service commitment
With that being said, we recognize *** was provided incorrect information about the acquisition during a discussion with a care agent and no contract renewal was required to maintain her service While Xplornet maintains the validity of the service agreement entered into with YourLink, in good faith we will agree to waive her existing contract and she will not be responsible for an early termination fee if she chooses to proceed with the cancellation of her account
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter may have caused and thank her for her patience as we reviewed her concerns
Initial Business Response /* (1000, 5, 2016/05/30) */
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 regarding his service experience and the cancellation fee associated with the early termination of his service agreementBased on our review we've identified that *** accepted a year service term on our Xplore 10Mbps/50GB package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of his account was completed on February 25th after *** acknowledged he had read and accepted our Terms of Service and provided confirmation of his pre authorized payment method through our customer portal
As part of our Terms of Service all new customers are provided a day money back guarantee period, allowing them to test the service and end the agreement within their initial days in service if they do not find it is meeting their needsIn this case, our records do not reflect that *** brought any service related concerns to our attention while the service was in use prior to his May 3rd cancellation request and where our technicians were unable to identify any problems with his rental hardware, he was advised that in finalizing his account he would be responsible for an early cancellation penalty
With that being said, we recognize that *** had closed his initial account under our day cancellation policy and later agreed to reinstate the service in good faithTo this end, we are prepared to reduce the early cancellation fee billed to his account by 50%, from $*** to $*** (before tax) as a gesture of good will and have instructed our billing department to update his final invoice accordingly
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and while we are unable to agree to waive his early cancellation fee in its entirety we hope *** will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $*** is unearned revenue and should have nothing to do with the success of their businessThey are also picking up their hardware which they can reuse / resell so they aren't out any money at all
They are simply discounting the amount of cash they want to collect with out earning it***
The yr commitment is sidedI agree to pay if they agree to deliver***
***
***
***
Final Business Response /* (***0, 9, 2016/06/07) */
Thank you for forwarding the updated response provided by *** to our attention
We appreciate the feedback *** has provided along with the suggestions he has made on how he feels we can improve our service practices, recognizing he was not satisfied with his service experienceTo this end, in the interest of resolving this matter in good faith we have revisited our earlier decision and will agree to reverse the early cancellation fee that was charged to ***'s account
The remaining $*** (before tax) cancellation penalty on ***'s account has been reversed and a refund of $***, including a $*** in prorated credit will be issued back to his credit card*** should also expect to hear from an installer shortly; if he has not already, to arrange the recovery of his rental hardware
In closing, by agreeing to reverse ***'s early cancellation charge we hope he will find this to represent an acceptable response and would again wish to extend our regrets for any inconvenience this issue has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (2000, 11, 2016/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** The full refund was my initial goal so this is satisfactory
Initial Business Response /* (1000, 8, 2016/09/06) */
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 ***'s account history in
light of the concerns he's raised surrounding the cancellation of his accountBased on our review, we've confirmed *** contacted Xplornet to inquire about cancelling his service in March 'after reaching his usage limit and being placed in limited stateXplornet in turn offered to reset his monthly usage allowance and apply a month service credit to maintain his business which our records note *** accepted
With that said, in presenting the offer to *** we recognize there may have been some confusion relating to his continued use of the service and while we did not receive a formal request we have agreed to waive his early cancellation fee and backdate his cancellation to April 10thIn doing so, we also waived the $*** outstanding balance that remained on his account and have applied a service credit of $*** to offset all charges he incurred after April 'when his service was no longer in useA work order to recover ***'s rental hardware has been issued and he should expect to hear from an installer in the coming weeks to schedule an appointmentOnce the recovery work order is completed a refund of $*** will be issued back to ***'s credit card
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 10, 2016/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
in light of her concerns relating to the site survey fee she was billed by the dealer following their unsuccessful attempt to convert her services to our new LTE platformAs part of our site survey policy, the dealer is permitted to charge a fee for their work if signal cannot be obtained however it is intended that customers are made aware of this prior to moving forward with the request
To this end, based on our review of *** account history, where our records do not reflect that she was made aware of the possibility of a site survey charge prior to arranging to proceed with her conversion request, Xplornet has applied a month service credit ($*** before tax) to offset the charge she was billed by the dealer
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank her for taking the time to bring her concerns to our attentionWe hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 12, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for responding, I will await to see if the credit is applied to the accountMuch appreciated
Initial Business Response /* (1000, 5, 2017/02/08) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has completed a review of ***' account history and while our records reflect that she
verbally agreed to a year contract renewal in exchange for the relocation of her services, recognizing she has been a longstanding customer we will agree to rescind the agreement and waive her contract term
To this end, should *** wish to proceed with the cancellation of her account she would simply need to contact the Xplornet Customer Care Centre at *** to verify her request and confirm arrangements for the recovery of her rental hardware
In closing, we hope *** will find this to represent an acceptable response and on behalf of Xplornet we would further wish to extend our regrets for any inconvenience this matter has caused
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response as this was the outcome I was hoping forThank you
Thank you for forwarding the information provided by *** ***
Upon receipt of the complaint, review of the account was completed to address the concerns that *** *** has raised in his complaint to the Revdex.com
Xplornet’s records show that *** *** contacted Xplornet to process a transfer of
ownership on January 16, 2017, but did not know who the new owners taking over the property would beWhile it was advised that *** *** would need to have the new customers contact Xplornet to complete the transfer, our records show that a transfer of ownership was never successfully completed by the new home owners and the account remained in *** ***'s name.
In the interest of resolving *** ***’s concerns, Xplornet would agree to process the refund for funds paid during the period of time where he believed that the account had been transferredA refund of $+ taxes has been submitted to our billing department to be processed back to the payment method listed on the accountA refund could take 5-business days to be processed and visible in *** ***’s account
If *** *** has any further questions, comments, or concerns, Xplornet is available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (***0, 5, 2015/12/21) */
* + taxes was for the bi pod pole that was suggested to purchase from ***, so that I could get some type of reception for my Satellite servicesI asked Xplornet to cover that cost because at the time, my service was non-existent to the point I could not even get a search engine to appear when I attempted to gain access to the internetAs far as the other refunds, the reps from Xplornet issued these simply because I did not have any service at all or intermittent at best, but was continuing to pay for the service automatically on a monthly basisIf the company was being completely truthful, they would have indicated the countless hours my *** and I spent on the phone to try and resolve no service issues instead of attempting to downplay the inaccurate events that lead up to me cancelling their services
We'd like to thank you for bringing ***'s concerns to our attentionIn response to ***'s concerns, the following is available for review
Following a recent site visit, *** was made aware of damage to his roof and
was advised the damage was caused at the time of his installation in *** is requesting the damage be repaired to the original state of his roof
We have reviewed ***'s account and note our *** services were installed on January 4, by *** reported some intermittent service issues in February which were resolved by a repoint during a site visit at the timeFurther service issues were not reported until August and September at which point we issued a work order to*** to resolve the issues he'd been experiencingIn October 2015, *** made Xplornet aware of the damage identified during the site visit in September but indicated he had not attempted to address the damage with the original dealership who installed his servicesXplornet did agree to credit back $** + taxes to cover the cost of this site visit as a gesture of good faith for the damage reported to their propertyFurthermore, as indicated by ***, the damage has already been repaired to Xplornet's standards by*** while they were on site in October
In an effort to compensate *** for his experience and the damage claimed to be caused by one of our installers, Xplornet has issued a total of $*** taxes in credits to ***'s account between September 24, and October 7,
Xplornet would like to extend their regrets for the inconvenience this matter has caused *** and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for forwarding the company's responseClarification must be made to the inaccurate response from Xplornet
First, to address "not attempting to address the damage with the original dealership who installed his services"At the time I contacted Xplornet to address the damage that was recently brought to my attention by ***, the rep asked if I had attempted to contact ***I indicated that I had not and went on to explain that *** wore the Xplornet Company name when they did the install, so as far as I was concerned at that time, Xplornet needed to address the issue with the original installer that Xplornet paid to do a serviceThe conversation did not end there, there was no indication that the onus was on me to then take the issue up with the original installer, rather the rep indicated someone would look into it and get back with me
Second, to address the statement "as indicated by ***, the damage has already been repaired to Xplornet's standards by *** *** while they were on site in October" is nothing more than fabricationI did not indicate that in my original letter, nor was the roof repaired by ***I purchased new Lag screws and silicone and went up on the roof to patch the exposed holes myself so that no further weather could penetrate my roofHow can Xplornet indicate it was repaired to their standards when: 1) I did the work and 2) no one came out to inspect the "repair", take pictures or even ask if I (the customer) was satisfied with the so called "repair"? There needs to be new shingles installed to repair my roof back to the proper state, not screws with silicone plugging the holes that Xplornet originally made in error
The third issue is the amount of refund Xplornet issuedYes there was a refund issued, but once again, let me clarifyNone of the refund was for the damage to the roof
***
Final Business Response /* (4000, 9, 2016/01/11) */
Thank you for forwarding the response submitted by *** to usWe regret *** was not satisfied with our response and feels we were not being truthful
Xplornet dealerships are independent contractors for XplornetXplornet completed an internal review of the damage at ***'s property following his report of the damage to us on October 9, As part of the investigation, we noted the pictures sent to us by ***, indicated the holes had been sealed at the time of the installation in January although the sealant was starting to wear
As indicated in our previous response, it is Xplornet's policy to have the installer seal any holes drilled while on site and this appears to have been done based on the pictures provided by ***
Xplornet apologizes for the misinformation provided in our previous response*** did not indicate the damage had been repaired by*** in his previous response*** indicated to Xplornet when completing the work order for ***'s location on September 29, they had repaired the damage found while on site at his location*** has since indicated he was the one who repaired the damageIn either case, Xplornet is willing to extend a month credit of $*** + taxesThe credit was applied to his account today and a request has been sent to our Billing department to issue a refund back to the method of payment we have on file
Xplornet issued a number of credits to ***'s account in an attempt to resolve his dispute regarding the damage to his property and compensate him for the service issues he experienced in SeptemberIn September 2015, Xplornet issued a $*** + taxes due to the service issues *** had experienced, another $*** + taxes credit was applied for the hours he and his *** had spent on the phone despite this not being something we typically credit forWe issued another $*** + taxes due to all the issues he'd been experiencing with the damage to his property and service issuesIn October, we issued a $** credit to further compensate for their issues and the damage reported to be caused to his roof and another $*** + taxes credit to cover the bipod tower installed on his property due to the damage caused to his roofXplornet does not cover the cost of additional height such as bipod towers if it is required to gain sufficient signal to our service, this is normally a cost incurred by the customer if it is required for their serviceIn good faith for the damage reported to his property, Xplornet agreed to credit the cost of the bipod due to the complaint filed for the damage to his property
Xplornet would like to extend their regrets for the inconvenience this matter has caused
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 degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the account history shows that *** ***’s service was upgraded to Xplornet’s LTE fixed wireless service on February 9, Our records show that the one time activation fee was covered by credits applied to *** ***’s account so the upgrade was done with no upgrade cost to him from XplornetIn discussion with *** ***, Xplornet advised that putting him back on his legacy fixed wireless service would not be possible as the service is not currently available on the network that he connects toIn acknowledgement of the concerns *** *** has expressed regarding his LTE services, Xplornet previously offered a $20/month discount towards the cost of the service
After further review, our notes show that Xplornet attempted to connect *** *** to the FWA service connecting off of nearby towers but they determined that signal would not be possible without significant enhanced installation requirements due to the line of sight in the areaThat being said, should the FWA service be available on the *** *** tower in the future, Xplornet would be more than willing to complete the switch at that timeIn the interim, as Xplornet is unable to meet *** ***’s desired resolution, if he remains unsatisfied with the services he may cancel with no penalty or termination fees applied at the time of cancellation
To further discuss this matter or process a cancellation, Xplornet is available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 10, 2016/06/16) */
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 her account's history in light of
the concerns she's raised relating to her service cancellation and subsequent recovery of our rental hardwareBased on our review we have confirmed that ***'s account was cancelled as of January 15th, after Xplornet reach an agreement to waive the remainder of their contract commitment allowing the account to be closed without a cancellation fee
Following the account's cancellation a work order was issued to recover our rental hardware however once the installer arrived on site it was determined that we would be unable to remove our hardware as the system installed by *** was obstructing access to the equipment*** was advised that she would need to contact her new provider to arrange to have their equipment temporarily relocated in order to allow us to retrieve our rental hardware and a new work order would be issued once this was completed
As we were unable to recovery our rental hardware and had not heard back from *** regarding updated recovery arrangements a hardware charge was billed to the account in April 'On April 14th we confirmed with the full account holder that the hardware charge had been applied and he explained they had contacted *** and would follow up on arrangements to allow us for the equipment recoveryUnfortunately due to an internal oversight an updated work order for the rental hardware's recovery was delay into the following month and for this we sincerely apologize
At this time we have confirmed that our rental hardware has been successfully recovered and a refund of $*** was issued back to their payment method on file as of June 13thWith respect to the additional charges they incurred as part of their installation, as we note on our website costs associated with an enhanced installation such as installing a ptower or tripod and pole to improve line-of-sight are not covered as part of our basic installation and where these charges are not billed by Xplornet *** would need to speak with the dealership directly to determine if they are eligible for an additional refund
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused *** and we hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 12, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they did not want to retrieve their equipment because of *** but we had it taken down the next day and called them and they chose to not show up for months after multiple calls and emails from uscratch to them Also we have still not received a refund*** Refund my money.***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you
Thank you for forwarding the information provided by *** *** to our attentionIn response, the following is available for reviewAfter receiving notice of her complaint, Xplornet completed a review of *** ***’s account in light of the concerns she’s reported with her service experience
Based on a technical review of her hardware readings we’ve identified an issue with her signal that will require a work order to address and have made attempts to reach her to make arrangements for a service callWhere we have not yet heard back from *** ***, we would encourage her to reach out to our Customer Care Centre *** at her earliest convenience and a work order will be issued in an effort to restore her signal to a level that meets the requirements for her service packageWith that being said, Xplornet has acknowledged that the network *** *** connects to for service does experience periods of high utilization which can have an impact on her connection speedsThis is a problem we’ve recognized as a known issue in her area and while we do not currently have an estimated time frame for resolution, we have agreed to provide *** *** with a recurring $service discount until the issue is resolvedFurther to this, as a show of good faith while we await the completion of a work order to restore her signal we’ve applied a month credit ($74.99+tax) to *** ***’s accountIn the event that she remains unsatisfied with her service experience, Xplornet will agree to waive her contract commitment and she will be eligible to cancel her account without penaltyIn closing, on behalf of Xplornet we would further wish to extend our regrets to *** *** for the difficulties she’s experienced, along with any inconvenience this matter has caused and hope she will find this to represent an acceptable response.Sincerely, Xplornet Communications
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 phoneContrary 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
Thank you for forwarding the information provided by *** ***
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed to address the concerns outlined
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a
result of degraded connection speeds and functionality on their satellite serviceOur records reflect that *** *** contacted Xplornet just outside of the day money-back guarantee that is offered by Xplornet and, as such was charged a cancellation fee upon the termination of his account
As stated on the Xplornet website, Xplornet high-speed Internet service includes a 30-day money-back guaranteeIf you are dissatisfied with your service for any reason, you will receive a refund if you cancel your subscription within days of activationThough *** *** cancelled outside of his money back period, as a show of good faith Xplornet would be willing to waive the cancellation fees of $4450+taxes that were applied to the account upon terminationA credit will be applied to the account to off-set the charge and will be visible on the final invoice
In closing, on behalf of Xplornet, we would like to thank *** *** for his patience and understanding as we work towards resolving his concerns.Sincerely, Xplornet Communications
Thank you for providing the rebuttal submitted by *** ***
Upon review of *** ***’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on *** ***’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation
If *** *** has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at *** at his earliest convenience
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/03/29) */
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 revisited ***'s account and her cancellation
requestBased on our review, while we have confirmed that *** accepted the terms of a year contract at the time of her installation in March '16, in the interest of reaching a mutually acceptable resolution we will agreed to reduce the early cancellation fee billed to her account to $** before tax
To this end, Xplornet has applied a $*** (before tax) reduction to the early cancellation fee billed to her accountThe adjustment will be reflected when her final invoice is generated next month and we hope *** will find this to represent a reasonable proposal to resolve her complaint
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties *** experienced and thank her for her time as a valued customer
Sincerely,
Xplornet Communications
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of *** ***’s account history in light of the concerns he’s reported with the recovery of our
rental hardware and subsequent chargesBased on our review, while the dealer initially tasked with the recovery of the equipment reported they were unable to contact *** *** as we were able to reach him directly an updated work order was issuedXplornet has now confirmed the completion of *** ***’s hardware recovery and a $*** (before tax) credit to reverse his hardware charges has been applied to his accountOur billing department is currently processing an update final invoice to reflect the adjustment which *** *** should expect to receive within the next 3-business days.In closing, Xplornet would like to extend our apologies to *** *** for any inconvenience this matter caused and thank him for his patience as we reviewed his complaintWe hope he will find this to represent an acceptable response Sincerely,Xplornet Communications
Initial Business Response /* (1000, 6, 2017/05/12) */
Thank you for forwarding the information provided by ***
After receiving notice of ***'s complaint, Xplornet completed a review of the account history in light of the concerns she reported with degraded connection speeds
while an Xplornet customer and the subsequent fees applied to the account upon termination of the servicePast signal readings on the subscriber module installed at ***'s location show that the signal was strong and meeting the requirements for the service package 'LTE 10/300' that she was subscribed toThis package boasts download speeds up to Mbps with upload speeds up to Mbps with 300GB of monthly usage allowance; our records show that *** used an average of 217GB/month over the last months that she had the service
Evaluation of the network that *** connected to shows that the sector is healthy and there are no known issues impacting service experience on this siteTroubleshooting completed by our representatives would suggest that ***'s connection was delivering speeds as intended on her serviceAs is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the Mbps service package she subscribes to as outlined in our terms of service on our websiteThat being said, in acknowledgement that the service was not meeting ***'s expectations, as a show of good faith Xplornet would be willing to waive **% of the fees associated with the cancellation of the accountA credit of $*** has been applied to the outstanding balance on the account to adjust the amount owing
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 8, 2017/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my issue was not the internet it was the home phone not working,so because of this we lost some money on our work from not receiving calls.That is why we cancelled, our phone is very important for our work.We did not know anything about g.b.and towersWould you be willing to settle for *** dollars because of our bussiness losshopefully you will agree to this and this matter can be closed..thanks
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 degraded connection speeds on her Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in her complaint to the Revdex.comIn review of the account, Xplornet would agree to waive the termination fees should *** *** decide to cancel her Xplornet services; a note has been placed on the account to advise that no termination fees will apply. If *** *** has any further questions, comments, or concerns, or would like to process a cancellation, Xplornet is available 24/7/at *** to assistIn 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 complaintSincerely, Xplornet Communications