Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for forwarding the information provided by ***
Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Xplornet has
reviewed ***'s satellite connection and have determined that his signal well exceeds the requirements for the service package that he subscribes to While *** signal to the satellite is sufficient to support the service, Xplornet does acknowledge that the beam he connects to does experience some degradation during periods of higher utilization on the network where it is a shared serviceAs such, a recurring credit of $**/month had been applied to the account in acknowledgement of the known issue on the satellite
Review of the usage history on ***'s account also shows that over the past months he has exceeded his monthly usage amount of 50GB several timesWith the package that *** subscribes to, Xplornet has traffic management policies in place to reduce connection speeds to up to kbps when a customer has exceeded their bandwidth allotment for the monthThis is likely contributing to the speed concerns of which *** has referenced in his complaint
At this time, Xplornet would be prepared to offer *** the next package up at the price that he is currently paying for the next months should he be interested in upgrading to have more usage to prevent exceeding his monthly bandwidth allowanceThis package would allow for the same connection speeds he has now with 75GB of monthly data instead of 50GBIf *** is interested in making this change we would just ask that he contact us at *** at his earliest convenience to discuss making the changeWe are available 24/to best assist and case # *** can be referenced in regards to the price reduction on the planPlease note, after the month period, the price would return to the regular rate of $***/monthIf *** is not interested in upgrading his package and still remains unsatisfied with his satellite services, *** is no longer under contract and there would be no penalty to terminate his services with Xplornet
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint
Initial Consumer Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their responseWithin the six months hopefully the other satellite that is being launched mid December will be ready to goI am on a list to be moved to the new satellite
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, 2016/02/15) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed an updated review of ***'s account
history in light of the concerns he's expressed with his service experience on our legacy Canopy Fixed Wireless network and his request to be converted to our LTE Fixed Wireless service
Based on our review, Xplornet's records reflect that our loyalty department reached an arrangement with *** in *** to provide a month credit to his account until upgrades were completed to bring LTE coverage to his areaLTE Upgrades were finalized on several area towers in late *** and Xplornet extended a further month credit to ***'s account while arranging to have a work order completed to determine if his location had sufficient signal available for a conversionRegrettably, after hearing back from the dealer, they've advised that ***'s location does not have sufficient line of sight for service on our LTE network based on our current coverage
To this end, Xplornet has offered to provide *** with a recurring discount until further upgrades are completed and we can reassess his location for LTE service however we have explained that we could not continue to provide him with service at no costUnfortunately, as *** has maintained he will not pay for the service, he chose to proceed with the finalization of his account and his services were cancelled on February ***
In closing, while we regret that *** has chosen to end his service with us, we would like to thank him for his time as a valued Xplornet customer and hope he will consider returning once further LTE upgrades are completed in his area
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately Xplornet's offer of free service was to be until I had the upgradeI feel their offer wasn't done in good faith as I was told the new service would be completed by *** at the latest***
Xplornet *** the Tower thus providing providing sub stanstandard service to paying customers
The poor service has been going on for a long timeI wonder if I was to have paid a percentage of my bill, how long before they would have shut off my service
As far as my line of sight no one from Xplornet has come to my house to indeed verify this
Where I live, it is a small community who have been stuck with only one provider ***
I believe Xplornet has an obligation to fully compensate me for my substandard services until such time I am converted to the new LTE service as offered last yearFailure to comply may result in further action to receive compensation for services not rendered as per my original contract, that being a minimum of 3mg - maximum 5mg download service
Final Business Response /* (4000, 9, 2016/02/23) */
Thank you for forwarding ***'s rebuttal to our attentionIn response, the following is available for review
The original agreement Xplornet reached with *** was to provide a month service credit to offset his existing service charges until LTE upgrades were completed in his area in ***Once the upgrades were completed, Xplornet arranged to have a work order dispatched to survey his location and provided an additional month credit to his accountRegrettably, after heaving back from the dealer they advised ***'s location is too far from the upgraded sites to receive service and that a conversion could not be attempted until further upgrades are completed in the coming months
To this end, Xplornet has explained to *** that while we would not be able to continue providing him with free service, we would be prepared to offer him a recurring discount until we could reassess his location once further tower upgrades are completed in the areaUnfortunately, as *** did not find this to be an acceptable offer, he chose to finalize his account and his cancellation was completed on ***
With respect to the service *** had been receiving on our legacy Canopy Fixed Wireless network, as we've previously acknowledged, due to the shared access nature of the service slowdowns during periods of heavy usage can occurWhile our Terms of Service note that we're unable to guarantee specific upload or download speeds, we are committed to providing the best service experience available to our customers and can assure *** we have not knowingly oversubscribed his networkThat being said, as usage has increased over time it has necessitated investing in upgrades to bring new technologies to the area to provide service options that we're unable to offer on our legacy networks
In closing, Xplornet would again wish to extend our regrets to *** for any inconvenience this matter has caused along with his decision to end his service and hope he will give consideration to returning as we continue to expand our LTE network in the area
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again Xplornet replies with untruthsThe Tower in question did not go upThe Canopy Tower that I am on did indeed get overloaded with new subscribersMy service has gone from an average of 3mg to 0.20mgThis is equivalent to the 90's dial up service with a 14.4K modem
I was not offered any discounted service after I called Xplornet about a bill I had paid on *** for *** which I might add I was told I would be reimbursed and as of *** have not yet received!!!!!
For ** years I was a loyal customer and never missed or was late with payment
I have good relations with a current Xplornet Service man and I have first hand knowledge of their issues
***
***
In closing I demand to have my last payment of *** returned at once
As stated earlier, Xplornets original offer was not made in good faith as they had no intentions of erecting the new tower until they had their technical difficulties resolved with their new LTE service
***
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, 10, 2016/02/26) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' account history in
light of the concerns he's raised relating to the cancellation of his account and refund requestBased on our records, Xplornet received a cancellation inquiry from *** in *** however as she was not the registered account holder she was advised we would need to speak with *** to complete the finalization of the accountXplornet did not hear from *** until *** when he contacted us by email to inquire about the finalization of his accountAt that time, he was advised that due to privacy regulations we would be unable to complete his cancellation request through email and would need to speak with him by phone for verification before his account could be finalizedUnfortunately, where we did not hear back from *** to complete the cancellation, his account remained active and he continued to be billed in line with the terms of his service agreement
To this end, recognizing *** intention to cancel his services based on his *** email we are prepared to backdate the cancellation of his account to *** and once completed all charges billed since this date will be refunded back to his bank accountWhere our records reflect that *** remains in possession of Xplornet's rental hardware we have also been attempting to reach him at the contact number provided to determine if arrangements can be made to recover our equipment however as his the number is no longer listed as in service, we are currently waiting on his response through email
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope that in agreeing to backdate his cancellation he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 12, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our phone # on their records is in serviceWhat is the amount that will be refunded to us and when can we expect to receive it?
Initial Business Response /* (1000, 5, 2017/01/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light
of the concerns she's reported with her monthly usage allowance and the available service packagesBased on our review, we've confirmed *** is currently subscribed to the highest offering available in her area, our Xplore 10/100GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 100GB
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowanceFor customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, as noted in her complaint *** has declined both of these options as she feels she is already paying enough for the service
At this time, we do not have any alternative service options available at ***'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowancesTo this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch next generation satellites and look forward to providing *** with more information on our future package options as it becomes available
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am well aware of the so called options xplornet has offered to me and find it insulting that all they are willing to do is tell me the same things over and over againIf I was satisfied by this answer obviously I wouldnt be taking it to this level
Since they seem to like to tell me things I am already aware of here I go and will tell them what they are already aware of yet again When I purchased this gb limited state plan this was to include a **% overage each monthAt no point were we informed that this overage would be taken away The only way we found out was that our internet became unusable (slows down = unusable as web pages do not load, they time out when this occurs so that the internet cannot be used at all)We did not receive an e-mail, a phone call or anything to tell us this When we called to ask about what was going on several of customer service reps told us their was no such thing as a **% overage - essentially told us we were lying I had to speak to a supervisor before anyone even acknowledged this was something that was on our account Obviously customer service reps are not being trained properly at all if they weren't even aware of this or they themselves are lying to customers so they can sign more people up and then they are stuck with this terrible service or have to pay cancellation fees
That being said we were told the **% overage (which still didnt allow us to make it through the month before we were slowed down to the point of things being unusable again) was taken away by the marketing dept and I was unable to speak to them If they are the people making these decisions they need to be held accountable for them! Obviously with such poorly trained staff the message that these "plans" are terrible is not being relayed to them
I run a nearly ***$ a year business (small animal veterinary hospital) from my home I use the internet daily for research, to communicate with colleagues, order supplies, pay my employees and bills via online banking, answer over messages per week from clients on social media looking for advice, to schedule appts, ask about pricing, etcBy mid month with this plan I cannot do any of this and it becomes nearly impossible for me to run my business in a way I would expect should be common place for any atlantic canadian business in I live less than mins from Saint John city limits and cannot get a plan that suits my needs To get a plan that would allow me to use the devices in my clinic/house properly (ie at regular definition and using my actual tv instead of cell phones and tablets it would cost me well over ***$/month That is completely unreasonable to expect people to pay that ridiculous of an amount just to be able to keep up with other businesses
I know xplornet offers a 500GB plan business plan for 85$ with the LTE service - obviously if this is a plan that is offered they must realize that this amount of bandwidth is what is needed by businesses I am disgusted by the fact that my extremely hard earned tax dollars (I work + hrs a week every week - maybe your marketing dept employees should to and we would actually get somewhere!) have been given to you through government subsidies to improve rural internet service and this is the level of service I have received
I received yet another advertisement in the mail today for the great deals on xplornet service Once again I call to ask about these so called wonderful services and am told this is not available in my area I am so sick of being told that with every phone call I make after getting one of these things telling me how the service has FINALLY improved only to be told oops sorry it still hasnt improved for you! This is advertising!
The argument xplornet has given me for not being able to provide a reasonable plan is that they do not have the bandwidth available for this Again in the same breath though they tell me I can have more bandwidth if I purchase more bandwidth - if that is the case xplornet one of these statements is a lie as they obviously contradict each other completely They also continue to send me advertisements to sign up for service at a discounted price so they are obviously still trying to sign up more unsuspecting customers As a business owner myself there have been several times that my capabilites were exceeded by the volume of clients I had Rather than offer poor service to more clients I chose to stop accepting more clients so my existing clients could indeed have the excellent level of service they were entitled too Xplornet however does not care about quality of service just profit margins so again continue to sign up more and more customers for what is overpriced, inadequate service
I really do not think that simply asking to meet with a higher up in the dept that is in charge of these things is an unreasonable request If this is unreasonable please tell me why this is the case?
I also do not think it is unreasonable (since the bandwidth obviously is there) to reinstate the *** overage that was removed without warning) to accounts of customers signed on for it until this so called wonderful new satellite that is supposedly to come online in the spring does so
Final Business Response /* (4000, 9, 2017/02/13) */
Thank you for bringing ***'s rebuttal to our attention, we appreciate the feedback she has provided and her concerns have been forwarded to our marketing department
Xplornet understands there is a growing demand for increased bandwidth options and we continue to invest heavily in our networks to provide customers with a variety of packages and options to meet their needsAs we've explained, *** is on the highest service plan currently offered at her location and until our next generation satellite is launched, the only options available to increase her bandwidth allowance is to purchase a secondary service or move to a usage based billing plan which would prevent her from being slowed down when she exceeds her monthly allowance
With respect to ***'s concerns regarding when her packages reaches her limited state threshold, all customers were provided days advanced notice on our website of the changes being implemented to our Traffic Management Practices and continued to receive emailed usage notifications as they approached and reached the usage allowance specified by their service package
With that being said, recognizing *** remains unsatisfied with her current service package, as a gesture of good faith Xplornet has placed a month $** discount on her account and will keep her apprised of any new package options as we await the launch of our next generation satellites
Thank you,
Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded. Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written.
I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only
Thank you very much for your assistance in this matter! This complaint can now be closed
Initial Business Response /* (1000, 5, 2016/07/04) */
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 history in
light of the payment concerns she's raisedBased on our review , our records reflect that ***'s automated payments were attempted on the payment due date specified on her monthly service invoice and appropriate past-due notifications were issued whenever a payment was missed instructing her to contact us as soon as possible to update her payment information or make alternative payment arrangements
When a payment is missed and we do not receive a response from the customer to update their payment method or make alternate arrangements, one retry attempt will be made and if the payment remains unsuccessful it is applied to their next month's invoiceWhere ***'s invoices were issued days before her payment due date, she was provided sufficient opportunity to contact us in the event that she would be unable to facilitate her monthly payment
While we regret that *** incurred additional charges through her bank after we were unable to successfully take a payment from her pre-authorized payment method, where the charges did not result from a billing error or an erroneous charge to her account, we are not be in a position to issue a refund and *** would need to dispute these charges with her bank
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope *** will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 11, 2017/10/06) */
Thank you for forwarding the information provided by *** to our attention
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns as outlined in his complaint
Our records show that while troubleshooting with ***, we were unable to determine the root cause of the issues he was experiencing with the serviceSignal readings on the equipment installed at his location were exceeding the requirements for his service package but he was unable to browse when connecting via wireless to the serviceAs the Xplornet service is intended for a direct connection to one computer, *** was advised that there may be additional charges for the completion of a work order if the issue is deemed to be with the wireless router and not with the Xplornet rental equipment*** declined the work order at this time and asked that it be cancelled as he did not want to pay
In review of the case history on ***'s account, and in acknowledgement of the concerns he has expressed, Xplornet would agree to waive **% of his early cancellation fees should he still wish to cancelAt this time we would request that *** contact us to complete troubleshooting while directly connected to the Xplornet service, to one device, to rule out the wireless router as the cause of his service disruptionIf ***'s service is not allowing him to browse while directly connected to the Xplornet service, a service call would be covered under his installation warranty and would be at no cost to him
Xplornet is available 24/7/at *** to best assist and would welcome *** to contact us at his earliest convenience to troubleshoot his connection issues or process a cancellation
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 13, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with xplornet,they blatently lied to the Revdex.com,as I have already done the troubleshooting that they suggestedI was told by the gentleman I was speaking with that I had internet and that I he figured it was the small black box which is property of ***.I am not in any financial situation to be paying fees for service that I have not received.I have not touched any of the equipment nor have a moved any wires etc.That being said I do not feel how I am responsible in any way ,shape or form for having no internet serviceI've paid over $*** so far and received less than a month of service.Also I would like to note that I had to fasten the cable to the roof myself and screw the splitter on myselfIs that my job?No it is not,I am an exterior contractor not a satellite/internet installation tech.Xplornet is only willing to see things their own way,not the way of me (the customer)Would waste my time doing all this if I didn't feel I was being treated poorly and unfairly?No I sure wouldn't,I'm a busy business man that puts customers first and have taken losses on jobs more than once to make sure the customer is percent satisfiedI do not intend to let this go by the way side as I have a child to raise and this takes food out of her mouth.I would drive the equipment to lethbridge,give it back to la satellite personally if Xplornet would be a company that puts customers first and will let me out of the contract with * fee.If this resolution cannot be met I will take action as neededThankyou for your consideration in this matter
Final Business Response /* (4000, 15, 2017/10/10) */
Thank you for forwarding ***'s response
Xplornet apologizes that *** remains unsatisfied with the resolution proposed in its previous responseXplornet prides itself on being customer first; we put the customer at the heart of everything we do to achieve customer satisfaction and loyaltyAs a resolution to the concerns that *** has continued to address in his response to the Revdex.com, Xplornet has agreed to waive any fees associated with the termination of his account should he decide to cancel
While Xplornet has agreed to waive any charges associated with the termination of his account, should *** decide to maintain the service Xplornet would agree to cover the cost of a one-time work order should the issue not be relating to the Xplornet equipmentIn order to proceed with the work order, or to process a cancellation, we would ask that *** reach out to Xplornet at *** at his earliest convenience
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 17, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with this resolution.I did not feel I was given the service that I paid for abd am satisfied that Xplornet agreed to waive any early cancellation fees associated with my account.Thankyou for your assistance in this matter and although I was not happy with xplornets service they did provide me with a resolution in which puts the customer first
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12538410, and find that this resolution is satisfactory to me
Initial Business Response /* (1000, 5, 2016/05/27) */
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 and in the
interest of reaching a resolution, we have reversed the $*** early cancellation charge billed to her account
In closing, we hope that by meeting her desired resolution *** will find this to represent an acceptable response and extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by *** in her complaint to the Revdex.com
At
Xplornet, we're focused on providing rural Canadians with reliable high-speed Internet access, even in the most remote areasWe continually invest in our network and services as part of our goal to give customers who are living in rural Canada the best service experience that technology can provideIn order to meet the growing needs of our customers, price increases are implemented habitually to assist in our goal of providing reliable high-speed internet to rural Canadians
In the area where *** resides we have upgraded the network and are pleased to advise that we are able to offer LTE Fixed Wireless serviceIn discussion with *** in the past, she has advised that she requires unlimited internet and would not be satisfied with a service that has a monthly usage capThe service that *** subscribes to currently is one of our older technologies, which does boast the ability to be able to provide unlimited data, and as a longstanding customer we have not required her convert to our newer services
Xplornet acknowledges the concerns that *** has raised in her complaint and apologizes for any inconvenience or hardship that the increase in price has causedOur records show that *** has elected to terminate her Xplornet account as of January 30, 2017, and while we regret that we were unable to resolve her concerns we do appreciate her tenure as an Xplornet customer and the feedback that she has provided
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2015/12/22) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet submits the following for review
After receiving notice of her complaint, Xplornet completed a review of ***.'s account
history in light of the concerns *** has raised relating to recent usage charges billed to the accountBased on our review, Xplornet has verified that their account has shown a significant increase in their usage in recent months which resulted in their account being billed overage charges in line with the terms of their plans monthly usage allowance
All customers on usage based billing plans are provided notifications via email as they approach (80%) and reach (100%) their monthly usage allowance, along with access to a usage tracker through their customer portalOur records reflect that all appropriate notifications were sent to the email address Xplornet had on file, which was in place since the establishment of their account and was also where their service invoices were being sentWe had no reason to believe there were any issues with the notifications being sent on their account as they had never contacted us previously to update the email address on fileWhere *** has since updated the email address on the account, all future notifications will be sent to the updated address
With respect to the usage charges they have been billed; while we have verified that the data being reported by their subscriber modem is correct and does correspond to usage at their location, where there is a significant increase in the volume they have used in recent months when compared to their previous monthly usage, Xplornet is prepared to adjust their charges in the interest of reaching a mutually acceptable agreement to resolve this matter
To this end, Xplornet has reversed the greater of the recent usage charges they were billed, placing a *** (before tax) usage credit on their accountAdditionally, as a gesture of good faith, we have also applied a one month service credit of $*** (before tax), making the total adjustment to their balance $*** (before tax)Further to this, In reviewing the alternate service packages available at their location, we would also be able to adjust their package to move them to a 'limited state' based service plan at a comparable monthly rate to avoid any future usage charges however they would need to contact our Care Centre*** to request this be completed and discuss their package options
In closing, on behalf of Xplornet we would like to extend our regrets to *** and *** for any inconvenience this matter has caused, thank them for bringing their concerns to our attention, and we hope they will find this to represent an acceptable response to their complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We would like to accept this response from Xplornet, as we find it an acceptable response and an adequate offerWe will be contacting their Care Centre to arrange a package updateWe would again like to thank Xpornet for their time and efforts in our case and the Revdex.com for their quick and efficient assistance
Thank you for forwarding the information provided by *** ***We regret to inform that the information provided in the complaint to the Revdex.com and from *** *** does not correctly match an account in our system
To keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account without the consent of a full account or authorized user.
If the account is listed under another name or another individual, Xplornet would require the full authorized contact on the account to confirm that *** *** is authorized to discuss the account and to call in to Xplornet at *** to speak with a representative to add him as a contact.Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced and look forward to working together to determine a satisfactory resolution to his complaintSincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/21) */
Thank you for forwarding the information submitted 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
to investigate the difficulties he's reported with his connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network *** connects to for service does experience periods of heavy usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is investigating the issue and we can assure *** that we are doing everything within our control to resolve this matter
Presently, where Xplornet does not have a specific timeframe for when this issue will be resolved *** has accepted a recurring $** monthly service discount for the next six monthsHowever, in the interest of reaching an acceptable resolution if *** remains unsatisfied with his service experience, Xplornet will agree to waive the remainder of contract term and place him on a month to month commitment allowing him to finalize his account at any time without an early cancellation fee
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue our investigation and work toward improving his overall service experience
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
in light of her concerns relating to the site survey fee she was billed by the dealer following their unsuccessful attempt to convert her services to our new LTE platformAs part of our site survey policy, the dealer is permitted to charge a fee for their work if signal cannot be obtained however it is intended that customers are made aware of this prior to moving forward with the request
To this end, based on our review of *** account history, where our records do not reflect that she was made aware of the possibility of a site survey charge prior to arranging to proceed with her conversion request, Xplornet has applied a month service credit ($*** 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, 2017/03/29) */
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
Initial Business Response /* (1000, 5, 2016/06/13) */
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 hardware recovery and delays he experienced while awaiting his refundFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for the delay he experienced while awaiting his refund once we verified the return of his rental hardware
Based on our review, we have confirmed through our billing department that the $*** hardware charge billed to ***'s account has been reversed with a refund being issued to his bank account on June 2nd, *** should now be in receipt of his refund, however if he should have any further questions or concerns relating to his account we would encourage him not to hesitate to contact our Care Centre for further assistance
In closing, on behalf of Xplornet we would again wish to extend our apologies for any inconvenience this issue caused *** and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their apology and I appreciate the means they took necessary to get my money returned to me I have received my money back, which was my overall goal
***
***
***
***
Initial Business Response /* (1000, 5, 2016/10/21) */
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 in light of
the ongoing service concerns he's reported with inconsistent connection speedsBased on our review, we'd first like to extend our sincere apologies for the difficulties *** has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue
We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with *** have advised that we've escalated his issue to our Network teamThey will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experience In the interim, we have agreed to provide *** with a month service credit (***, taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available
In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused *** and thank him for his continued patience as we investigate his ongoing service concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided by *** to our attention
After receiving notice of her complaint, Xplornet completed a review of *** account in light of the concerns she's raised with respect to the
hardware rental fees associated with her monthly service chargesFirst, we would like to extend our regrets for misunderstanding that resulted from her discussions with the dealer and apologize for any inconvenience this matter has caused
We have spoken to the dealer in question and while they maintain that *** was advised of the monthly costs associated with the service, as a gesture of good will Xplornet is prepared to extend a recurring discount to offset the rental charges for the duration of her contract term
To this end, we have replaced the existing $**/month discount she was initially offered with a $** recurring discount that will extend until the end of her contract term on August 31,
In closing, on behalf of Xplornet we would like to thank *** for bringing her concerns to our attention and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told it was a year term, not a two year term
Final Business Response /* (4000, 9, 2016/10/19) */
Thank you for forwarding *** rebuttal to our attentionIn response, the following is available for review
Xplornet will agree to adjust *** service commitment to a year term (Ending August 31, 2017) and will not seek the $*** difference between the activation fee charged on our and year contract options
In the unfortunate event that *** decides to cancel the service she will not be responsible for an early cancellation free after August 31, (Reference Case# ***) unless a new service agreement is entered into
In closing, we hope *** will find this to represent an acceptable response and again thank her for her patience as reviewed her complaint
Sincerely,
Xplornet Communications Inc
Final Consumer Response /* (2000, 11, 2016/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for acknowledging an employees mistakeI had discussed the terms before hand and this is what he had offered me so I appreciate that you would honor this it shows integrity and a business that is willing to help it's customers :)
Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for forwarding the information provided by ***
Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Xplornet has
reviewed ***'s satellite connection and have determined that his signal well exceeds the requirements for the service package that he subscribes to While *** signal to the satellite is sufficient to support the service, Xplornet does acknowledge that the beam he connects to does experience some degradation during periods of higher utilization on the network where it is a shared serviceAs such, a recurring credit of $**/month had been applied to the account in acknowledgement of the known issue on the satellite
Review of the usage history on ***'s account also shows that over the past months he has exceeded his monthly usage amount of 50GB several timesWith the package that *** subscribes to, Xplornet has traffic management policies in place to reduce connection speeds to up to kbps when a customer has exceeded their bandwidth allotment for the monthThis is likely contributing to the speed concerns of which *** has referenced in his complaint
At this time, Xplornet would be prepared to offer *** the next package up at the price that he is currently paying for the next months should he be interested in upgrading to have more usage to prevent exceeding his monthly bandwidth allowanceThis package would allow for the same connection speeds he has now with 75GB of monthly data instead of 50GBIf *** is interested in making this change we would just ask that he contact us at *** at his earliest convenience to discuss making the changeWe are available 24/to best assist and case # *** can be referenced in regards to the price reduction on the planPlease note, after the month period, the price would return to the regular rate of $***/monthIf *** is not interested in upgrading his package and still remains unsatisfied with his satellite services, *** is no longer under contract and there would be no penalty to terminate his services with Xplornet
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint
Initial Consumer Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their responseWithin the six months hopefully the other satellite that is being launched mid December will be ready to goI am on a list to be moved to the new satellite
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, 2016/02/15) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed an updated review of ***'s account
history in light of the concerns he's expressed with his service experience on our legacy Canopy Fixed Wireless network and his request to be converted to our LTE Fixed Wireless service
Based on our review, Xplornet's records reflect that our loyalty department reached an arrangement with *** in *** to provide a month credit to his account until upgrades were completed to bring LTE coverage to his areaLTE Upgrades were finalized on several area towers in late *** and Xplornet extended a further month credit to ***'s account while arranging to have a work order completed to determine if his location had sufficient signal available for a conversionRegrettably, after hearing back from the dealer, they've advised that ***'s location does not have sufficient line of sight for service on our LTE network based on our current coverage
To this end, Xplornet has offered to provide *** with a recurring discount until further upgrades are completed and we can reassess his location for LTE service however we have explained that we could not continue to provide him with service at no costUnfortunately, as *** has maintained he will not pay for the service, he chose to proceed with the finalization of his account and his services were cancelled on February ***
In closing, while we regret that *** has chosen to end his service with us, we would like to thank him for his time as a valued Xplornet customer and hope he will consider returning once further LTE upgrades are completed in his area
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately Xplornet's offer of free service was to be until I had the upgradeI feel their offer wasn't done in good faith as I was told the new service would be completed by *** at the latest***
Xplornet *** the Tower thus providing providing sub stanstandard service to paying customers
The poor service has been going on for a long timeI wonder if I was to have paid a percentage of my bill, how long before they would have shut off my service
As far as my line of sight no one from Xplornet has come to my house to indeed verify this
Where I live, it is a small community who have been stuck with only one provider ***
I believe Xplornet has an obligation to fully compensate me for my substandard services until such time I am converted to the new LTE service as offered last yearFailure to comply may result in further action to receive compensation for services not rendered as per my original contract, that being a minimum of 3mg - maximum 5mg download service
Final Business Response /* (4000, 9, 2016/02/23) */
Thank you for forwarding ***'s rebuttal to our attentionIn response, the following is available for review
The original agreement Xplornet reached with *** was to provide a month service credit to offset his existing service charges until LTE upgrades were completed in his area in ***Once the upgrades were completed, Xplornet arranged to have a work order dispatched to survey his location and provided an additional month credit to his accountRegrettably, after heaving back from the dealer they advised ***'s location is too far from the upgraded sites to receive service and that a conversion could not be attempted until further upgrades are completed in the coming months
To this end, Xplornet has explained to *** that while we would not be able to continue providing him with free service, we would be prepared to offer him a recurring discount until we could reassess his location once further tower upgrades are completed in the areaUnfortunately, as *** did not find this to be an acceptable offer, he chose to finalize his account and his cancellation was completed on ***
With respect to the service *** had been receiving on our legacy Canopy Fixed Wireless network, as we've previously acknowledged, due to the shared access nature of the service slowdowns during periods of heavy usage can occurWhile our Terms of Service note that we're unable to guarantee specific upload or download speeds, we are committed to providing the best service experience available to our customers and can assure *** we have not knowingly oversubscribed his networkThat being said, as usage has increased over time it has necessitated investing in upgrades to bring new technologies to the area to provide service options that we're unable to offer on our legacy networks
In closing, Xplornet would again wish to extend our regrets to *** for any inconvenience this matter has caused along with his decision to end his service and hope he will give consideration to returning as we continue to expand our LTE network in the area
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again Xplornet replies with untruthsThe Tower in question did not go upThe Canopy Tower that I am on did indeed get overloaded with new subscribersMy service has gone from an average of 3mg to 0.20mgThis is equivalent to the 90's dial up service with a 14.4K modem
I was not offered any discounted service after I called Xplornet about a bill I had paid on *** for *** which I might add I was told I would be reimbursed and as of *** have not yet received!!!!!
For ** years I was a loyal customer and never missed or was late with payment
I have good relations with a current Xplornet Service man and I have first hand knowledge of their issues
***
***
In closing I demand to have my last payment of *** returned at once
As stated earlier, Xplornets original offer was not made in good faith as they had no intentions of erecting the new tower until they had their technical difficulties resolved with their new LTE service
***
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, 10, 2016/02/26) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' account history in
light of the concerns he's raised relating to the cancellation of his account and refund requestBased on our records, Xplornet received a cancellation inquiry from *** in *** however as she was not the registered account holder she was advised we would need to speak with *** to complete the finalization of the accountXplornet did not hear from *** until *** when he contacted us by email to inquire about the finalization of his accountAt that time, he was advised that due to privacy regulations we would be unable to complete his cancellation request through email and would need to speak with him by phone for verification before his account could be finalizedUnfortunately, where we did not hear back from *** to complete the cancellation, his account remained active and he continued to be billed in line with the terms of his service agreement
To this end, recognizing *** intention to cancel his services based on his *** email we are prepared to backdate the cancellation of his account to *** and once completed all charges billed since this date will be refunded back to his bank accountWhere our records reflect that *** remains in possession of Xplornet's rental hardware we have also been attempting to reach him at the contact number provided to determine if arrangements can be made to recover our equipment however as his the number is no longer listed as in service, we are currently waiting on his response through email
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope that in agreeing to backdate his cancellation he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 12, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our phone # on their records is in serviceWhat is the amount that will be refunded to us and when can we expect to receive it?
Initial Business Response /* (1000, 5, 2017/01/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light
of the concerns she's reported with her monthly usage allowance and the available service packagesBased on our review, we've confirmed *** is currently subscribed to the highest offering available in her area, our Xplore 10/100GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 100GB
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowanceFor customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, as noted in her complaint *** has declined both of these options as she feels she is already paying enough for the service
At this time, we do not have any alternative service options available at ***'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowancesTo this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch next generation satellites and look forward to providing *** with more information on our future package options as it becomes available
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am well aware of the so called options xplornet has offered to me and find it insulting that all they are willing to do is tell me the same things over and over againIf I was satisfied by this answer obviously I wouldnt be taking it to this level
Since they seem to like to tell me things I am already aware of here I go and will tell them what they are already aware of yet again When I purchased this gb limited state plan this was to include a **% overage each monthAt no point were we informed that this overage would be taken away The only way we found out was that our internet became unusable (slows down = unusable as web pages do not load, they time out when this occurs so that the internet cannot be used at all)We did not receive an e-mail, a phone call or anything to tell us this When we called to ask about what was going on several of customer service reps told us their was no such thing as a **% overage - essentially told us we were lying I had to speak to a supervisor before anyone even acknowledged this was something that was on our account Obviously customer service reps are not being trained properly at all if they weren't even aware of this or they themselves are lying to customers so they can sign more people up and then they are stuck with this terrible service or have to pay cancellation fees
That being said we were told the **% overage (which still didnt allow us to make it through the month before we were slowed down to the point of things being unusable again) was taken away by the marketing dept and I was unable to speak to them If they are the people making these decisions they need to be held accountable for them! Obviously with such poorly trained staff the message that these "plans" are terrible is not being relayed to them
I run a nearly ***$ a year business (small animal veterinary hospital) from my home I use the internet daily for research, to communicate with colleagues, order supplies, pay my employees and bills via online banking, answer over messages per week from clients on social media looking for advice, to schedule appts, ask about pricing, etcBy mid month with this plan I cannot do any of this and it becomes nearly impossible for me to run my business in a way I would expect should be common place for any atlantic canadian business in I live less than mins from Saint John city limits and cannot get a plan that suits my needs To get a plan that would allow me to use the devices in my clinic/house properly (ie at regular definition and using my actual tv instead of cell phones and tablets it would cost me well over ***$/month That is completely unreasonable to expect people to pay that ridiculous of an amount just to be able to keep up with other businesses
I know xplornet offers a 500GB plan business plan for 85$ with the LTE service - obviously if this is a plan that is offered they must realize that this amount of bandwidth is what is needed by businesses I am disgusted by the fact that my extremely hard earned tax dollars (I work + hrs a week every week - maybe your marketing dept employees should to and we would actually get somewhere!) have been given to you through government subsidies to improve rural internet service and this is the level of service I have received
I received yet another advertisement in the mail today for the great deals on xplornet service Once again I call to ask about these so called wonderful services and am told this is not available in my area I am so sick of being told that with every phone call I make after getting one of these things telling me how the service has FINALLY improved only to be told oops sorry it still hasnt improved for you! This is advertising!
The argument xplornet has given me for not being able to provide a reasonable plan is that they do not have the bandwidth available for this Again in the same breath though they tell me I can have more bandwidth if I purchase more bandwidth - if that is the case xplornet one of these statements is a lie as they obviously contradict each other completely They also continue to send me advertisements to sign up for service at a discounted price so they are obviously still trying to sign up more unsuspecting customers As a business owner myself there have been several times that my capabilites were exceeded by the volume of clients I had Rather than offer poor service to more clients I chose to stop accepting more clients so my existing clients could indeed have the excellent level of service they were entitled too Xplornet however does not care about quality of service just profit margins so again continue to sign up more and more customers for what is overpriced, inadequate service
I really do not think that simply asking to meet with a higher up in the dept that is in charge of these things is an unreasonable request If this is unreasonable please tell me why this is the case?
I also do not think it is unreasonable (since the bandwidth obviously is there) to reinstate the *** overage that was removed without warning) to accounts of customers signed on for it until this so called wonderful new satellite that is supposedly to come online in the spring does so
Final Business Response /* (4000, 9, 2017/02/13) */
Thank you for bringing ***'s rebuttal to our attention, we appreciate the feedback she has provided and her concerns have been forwarded to our marketing department
Xplornet understands there is a growing demand for increased bandwidth options and we continue to invest heavily in our networks to provide customers with a variety of packages and options to meet their needsAs we've explained, *** is on the highest service plan currently offered at her location and until our next generation satellite is launched, the only options available to increase her bandwidth allowance is to purchase a secondary service or move to a usage based billing plan which would prevent her from being slowed down when she exceeds her monthly allowance
With respect to ***'s concerns regarding when her packages reaches her limited state threshold, all customers were provided days advanced notice on our website of the changes being implemented to our Traffic Management Practices and continued to receive emailed usage notifications as they approached and reached the usage allowance specified by their service package
With that being said, recognizing *** remains unsatisfied with her current service package, as a gesture of good faith Xplornet has placed a month $** discount on her account and will keep her apprised of any new package options as we await the launch of our next generation satellites
Thank you,
Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded. Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written.
I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only
Thank you very much for your assistance in this matter! This complaint can now be closed
Initial Business Response /* (1000, 5, 2016/07/04) */
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 history in
light of the payment concerns she's raisedBased on our review , our records reflect that ***'s automated payments were attempted on the payment due date specified on her monthly service invoice and appropriate past-due notifications were issued whenever a payment was missed instructing her to contact us as soon as possible to update her payment information or make alternative payment arrangements
When a payment is missed and we do not receive a response from the customer to update their payment method or make alternate arrangements, one retry attempt will be made and if the payment remains unsuccessful it is applied to their next month's invoiceWhere ***'s invoices were issued days before her payment due date, she was provided sufficient opportunity to contact us in the event that she would be unable to facilitate her monthly payment
While we regret that *** incurred additional charges through her bank after we were unable to successfully take a payment from her pre-authorized payment method, where the charges did not result from a billing error or an erroneous charge to her account, we are not be in a position to issue a refund and *** would need to dispute these charges with her bank
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope *** will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 11, 2017/10/06) */
Thank you for forwarding the information provided by *** to our attention
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns as outlined in his complaint
Our records show that while troubleshooting with ***, we were unable to determine the root cause of the issues he was experiencing with the serviceSignal readings on the equipment installed at his location were exceeding the requirements for his service package but he was unable to browse when connecting via wireless to the serviceAs the Xplornet service is intended for a direct connection to one computer, *** was advised that there may be additional charges for the completion of a work order if the issue is deemed to be with the wireless router and not with the Xplornet rental equipment*** declined the work order at this time and asked that it be cancelled as he did not want to pay
In review of the case history on ***'s account, and in acknowledgement of the concerns he has expressed, Xplornet would agree to waive **% of his early cancellation fees should he still wish to cancelAt this time we would request that *** contact us to complete troubleshooting while directly connected to the Xplornet service, to one device, to rule out the wireless router as the cause of his service disruptionIf ***'s service is not allowing him to browse while directly connected to the Xplornet service, a service call would be covered under his installation warranty and would be at no cost to him
Xplornet is available 24/7/at *** to best assist and would welcome *** to contact us at his earliest convenience to troubleshoot his connection issues or process a cancellation
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 13, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with xplornet,they blatently lied to the Revdex.com,as I have already done the troubleshooting that they suggestedI was told by the gentleman I was speaking with that I had internet and that I he figured it was the small black box which is property of ***.I am not in any financial situation to be paying fees for service that I have not received.I have not touched any of the equipment nor have a moved any wires etc.That being said I do not feel how I am responsible in any way ,shape or form for having no internet serviceI've paid over $*** so far and received less than a month of service.Also I would like to note that I had to fasten the cable to the roof myself and screw the splitter on myselfIs that my job?No it is not,I am an exterior contractor not a satellite/internet installation tech.Xplornet is only willing to see things their own way,not the way of me (the customer)Would waste my time doing all this if I didn't feel I was being treated poorly and unfairly?No I sure wouldn't,I'm a busy business man that puts customers first and have taken losses on jobs more than once to make sure the customer is percent satisfiedI do not intend to let this go by the way side as I have a child to raise and this takes food out of her mouth.I would drive the equipment to lethbridge,give it back to la satellite personally if Xplornet would be a company that puts customers first and will let me out of the contract with * fee.If this resolution cannot be met I will take action as neededThankyou for your consideration in this matter
Final Business Response /* (4000, 15, 2017/10/10) */
Thank you for forwarding ***'s response
Xplornet apologizes that *** remains unsatisfied with the resolution proposed in its previous responseXplornet prides itself on being customer first; we put the customer at the heart of everything we do to achieve customer satisfaction and loyaltyAs a resolution to the concerns that *** has continued to address in his response to the Revdex.com, Xplornet has agreed to waive any fees associated with the termination of his account should he decide to cancel
While Xplornet has agreed to waive any charges associated with the termination of his account, should *** decide to maintain the service Xplornet would agree to cover the cost of a one-time work order should the issue not be relating to the Xplornet equipmentIn order to proceed with the work order, or to process a cancellation, we would ask that *** reach out to Xplornet at *** at his earliest convenience
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 17, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with this resolution.I did not feel I was given the service that I paid for abd am satisfied that Xplornet agreed to waive any early cancellation fees associated with my account.Thankyou for your assistance in this matter and although I was not happy with xplornets service they did provide me with a resolution in which puts the customer first
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12538410, and find that this resolution is satisfactory to me
Initial Business Response /* (1000, 5, 2016/05/27) */
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 and in the
interest of reaching a resolution, we have reversed the $*** early cancellation charge billed to her account
In closing, we hope that by meeting her desired resolution *** will find this to represent an acceptable response and extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by *** in her complaint to the Revdex.com
At
Xplornet, we're focused on providing rural Canadians with reliable high-speed Internet access, even in the most remote areasWe continually invest in our network and services as part of our goal to give customers who are living in rural Canada the best service experience that technology can provideIn order to meet the growing needs of our customers, price increases are implemented habitually to assist in our goal of providing reliable high-speed internet to rural Canadians
In the area where *** resides we have upgraded the network and are pleased to advise that we are able to offer LTE Fixed Wireless serviceIn discussion with *** in the past, she has advised that she requires unlimited internet and would not be satisfied with a service that has a monthly usage capThe service that *** subscribes to currently is one of our older technologies, which does boast the ability to be able to provide unlimited data, and as a longstanding customer we have not required her convert to our newer services
Xplornet acknowledges the concerns that *** has raised in her complaint and apologizes for any inconvenience or hardship that the increase in price has causedOur records show that *** has elected to terminate her Xplornet account as of January 30, 2017, and while we regret that we were unable to resolve her concerns we do appreciate her tenure as an Xplornet customer and the feedback that she has provided
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2015/12/22) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet submits the following for review
After receiving notice of her complaint, Xplornet completed a review of ***.'s account
history in light of the concerns *** has raised relating to recent usage charges billed to the accountBased on our review, Xplornet has verified that their account has shown a significant increase in their usage in recent months which resulted in their account being billed overage charges in line with the terms of their plans monthly usage allowance
All customers on usage based billing plans are provided notifications via email as they approach (80%) and reach (100%) their monthly usage allowance, along with access to a usage tracker through their customer portalOur records reflect that all appropriate notifications were sent to the email address Xplornet had on file, which was in place since the establishment of their account and was also where their service invoices were being sentWe had no reason to believe there were any issues with the notifications being sent on their account as they had never contacted us previously to update the email address on fileWhere *** has since updated the email address on the account, all future notifications will be sent to the updated address
With respect to the usage charges they have been billed; while we have verified that the data being reported by their subscriber modem is correct and does correspond to usage at their location, where there is a significant increase in the volume they have used in recent months when compared to their previous monthly usage, Xplornet is prepared to adjust their charges in the interest of reaching a mutually acceptable agreement to resolve this matter
To this end, Xplornet has reversed the greater of the recent usage charges they were billed, placing a *** (before tax) usage credit on their accountAdditionally, as a gesture of good faith, we have also applied a one month service credit of $*** (before tax), making the total adjustment to their balance $*** (before tax)Further to this, In reviewing the alternate service packages available at their location, we would also be able to adjust their package to move them to a 'limited state' based service plan at a comparable monthly rate to avoid any future usage charges however they would need to contact our Care Centre*** to request this be completed and discuss their package options
In closing, on behalf of Xplornet we would like to extend our regrets to *** and *** for any inconvenience this matter has caused, thank them for bringing their concerns to our attention, and we hope they will find this to represent an acceptable response to their complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We would like to accept this response from Xplornet, as we find it an acceptable response and an adequate offerWe will be contacting their Care Centre to arrange a package updateWe would again like to thank Xpornet for their time and efforts in our case and the Revdex.com for their quick and efficient assistance
Thank you for forwarding the information provided by *** ***We regret to inform that the information provided in the complaint to the Revdex.com and from *** *** does not correctly match an account in our system
To keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account without the consent of a full account or authorized user.
If the account is listed under another name or another individual, Xplornet would require the full authorized contact on the account to confirm that *** *** is authorized to discuss the account and to call in to Xplornet at *** to speak with a representative to add him as a contact.Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced and look forward to working together to determine a satisfactory resolution to his complaintSincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/21) */
Thank you for forwarding the information submitted 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
to investigate the difficulties he's reported with his connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network *** connects to for service does experience periods of heavy usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is investigating the issue and we can assure *** that we are doing everything within our control to resolve this matter
Presently, where Xplornet does not have a specific timeframe for when this issue will be resolved *** has accepted a recurring $** monthly service discount for the next six monthsHowever, in the interest of reaching an acceptable resolution if *** remains unsatisfied with his service experience, Xplornet will agree to waive the remainder of contract term and place him on a month to month commitment allowing him to finalize his account at any time without an early cancellation fee
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue our investigation and work toward improving his overall service experience
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
in light of her concerns relating to the site survey fee she was billed by the dealer following their unsuccessful attempt to convert her services to our new LTE platformAs part of our site survey policy, the dealer is permitted to charge a fee for their work if signal cannot be obtained however it is intended that customers are made aware of this prior to moving forward with the request
To this end, based on our review of *** account history, where our records do not reflect that she was made aware of the possibility of a site survey charge prior to arranging to proceed with her conversion request, Xplornet has applied a month service credit ($*** 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, 2017/03/29) */
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
Initial Business Response /* (1000, 5, 2016/06/13) */
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 hardware recovery and delays he experienced while awaiting his refundFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for the delay he experienced while awaiting his refund once we verified the return of his rental hardware
Based on our review, we have confirmed through our billing department that the $*** hardware charge billed to ***'s account has been reversed with a refund being issued to his bank account on June 2nd, *** should now be in receipt of his refund, however if he should have any further questions or concerns relating to his account we would encourage him not to hesitate to contact our Care Centre for further assistance
In closing, on behalf of Xplornet we would again wish to extend our apologies for any inconvenience this issue caused *** and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their apology and I appreciate the means they took necessary to get my money returned to me I have received my money back, which was my overall goal
***
***
***
***
Initial Business Response /* (1000, 5, 2016/10/21) */
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 in light of
the ongoing service concerns he's reported with inconsistent connection speedsBased on our review, we'd first like to extend our sincere apologies for the difficulties *** has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue
We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with *** have advised that we've escalated his issue to our Network teamThey will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experience In the interim, we have agreed to provide *** with a month service credit (***, taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available
In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused *** and thank him for his continued patience as we investigate his ongoing service concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided by *** to our attention
After receiving notice of her complaint, Xplornet completed a review of *** account in light of the concerns she's raised with respect to the
hardware rental fees associated with her monthly service chargesFirst, we would like to extend our regrets for misunderstanding that resulted from her discussions with the dealer and apologize for any inconvenience this matter has caused
We have spoken to the dealer in question and while they maintain that *** was advised of the monthly costs associated with the service, as a gesture of good will Xplornet is prepared to extend a recurring discount to offset the rental charges for the duration of her contract term
To this end, we have replaced the existing $**/month discount she was initially offered with a $** recurring discount that will extend until the end of her contract term on August 31,
In closing, on behalf of Xplornet we would like to thank *** for bringing her concerns to our attention and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told it was a year term, not a two year term
Final Business Response /* (4000, 9, 2016/10/19) */
Thank you for forwarding *** rebuttal to our attentionIn response, the following is available for review
Xplornet will agree to adjust *** service commitment to a year term (Ending August 31, 2017) and will not seek the $*** difference between the activation fee charged on our and year contract options
In the unfortunate event that *** decides to cancel the service she will not be responsible for an early cancellation free after August 31, (Reference Case# ***) unless a new service agreement is entered into
In closing, we hope *** will find this to represent an acceptable response and again thank her for her patience as reviewed her complaint
Sincerely,
Xplornet Communications Inc
Final Consumer Response /* (2000, 11, 2016/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for acknowledging an employees mistakeI had discussed the terms before hand and this is what he had offered me so I appreciate that you would honor this it shows integrity and a business that is willing to help it's customers :)