Initial Business Response /* (1000, 5, 2017/08/24) */
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 an updated review of ***'s account history
and will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, *** will need to contact Xplornet's Customer Care Centre at *** to confirm her requestA credit for service charges billed following her July 26th will also be refunded back to the payment method on file once her account cancellation is completed
In closing, Xplornet would like to extend its regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by *** *** to our attentionIn response, the following is available for reviewAfter receiving notice of her complaint, Xplornet completed a review of *** ***’s account in light of the concerns she’s reported with her service experience
Based on a technical review of her hardware readings we’ve identified an issue with her signal that will require a work order to address and have made attempts to reach her to make arrangements for a service callWhere we have not yet heard back from *** ***, we would encourage her to reach out to our Customer Care Centre *** at her earliest convenience and a work order will be issued in an effort to restore her signal to a level that meets the requirements for her service packageWith that being said, Xplornet has acknowledged that the network *** *** connects to for service does experience periods of high utilization which can have an impact on her connection speedsThis is a problem we’ve recognized as a known issue in her area and while we do not currently have an estimated time frame for resolution, we have agreed to provide *** *** with a recurring $service discount until the issue is resolvedFurther to this, as a show of good faith while we await the completion of a work order to restore her signal we’ve applied a month credit ($74.99+tax) to *** ***’s accountIn the event that she remains unsatisfied with her service experience, Xplornet will agree to waive her contract commitment and she will be eligible to cancel her account without penaltyIn closing, on behalf of Xplornet we would further wish to extend our regrets to *** *** for the difficulties she’s experienced, along with any inconvenience this matter has caused and hope she will find this to represent an acceptable response.Sincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet regrets that we were unable to maintain ***'s service following the acquisition
of her previous service providerA refund for all service charges billed by Xplornet on her July invoice ($*** tax incl.) has been issued back to the payment method on file and a refund cheque for charges billed by her previous provider after June ($*** tax incl.) has also been issued
With respect to the rental hardware in ***'s possession; Xplornet does not require the hardware to be returned, she will not be responsible for its replacement cost and is free to dispose of the equipment
In closing, we would further wish to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not think they should allowed to litter my property with their cast off equipmentI am not a garbage dump
Final Business Response /* (4000, 9, 2017/07/31) */
Thank you for forwarding the response provided by *** to our attention
In good faith, Xplornet will make an exception to arrange the recovery of the hardware in ***'s possession*** should be advised it may take up to days to complete the hardware retrieval and once available, an installer will reach out to her in order to schedule an appointment
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/07/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
and are aware of the difficulties he's reported with his connections speedsAs *** has noted, we have acknowledged an issue with high traffic volume on the network in his area during peak service periods which can have an impact on his service experience and we can assure him that our Network team has been working to address the issue
To this end, as part of our continued commitment to ensure we provide the best service experience for our customers, necessary frequency adjustments were completed to upgrade the tower *** connects to for service at the end of June in order to improve the networks overall performanceTo take advantage of the improvements offered following the frequency adjustment *** has agreed to have an installer sent to his location to replace his receiver and a work order was issued on July 12thIn the interim, as a gesture of good faith we have applied a further month credit (*** before tax) to ***'s account and in the event he remains unsatisfied with his service experience Xplornet will waive the remainder of his contract term allowing his account to be finalized without penalty
In closing, on behalf of Xplornet we would like to extend our sincere regrets for any inconvenience this issue has caused *** along with our apologies for any difficulties he experienced while discussing his concerns through our Care Centre and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 8, 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 she has reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her 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 Xplornet is doing everything within our control to resolve this matter as we continue to invest in network improvements
Having said this, where Xplornet does not currently have a specific time frame for when this issue will be resolved *** has been provided a recurring $** monthly service discount, along with the option to convert back to our Fixed Wireless WiMAX service in the interimFurther to this, Xplornet has also agreed to waive the upgrade cost for a conversion back to our LTE system once the issue has been rectified and in good faith we have applied a one month service credit of $*** (before tax) to her account which will be visible on her next month's invoice
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue our investigation and work towards a resolution to address the service concerns she's reported experiencing
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 10, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response; however, you obviously did not spend much time investigating the issue The option to convert back to the Fixed Wireless WiMAX was discouraged due to the fact that this tower (platform) is also congested In fact I was told "all towers (platforms) in my area are congested; therefore, service would not be any better." I understand there are peak times, but a service should not be oversold to the point there is NO quality to the service at all As a paying customer, is it hard to understand why this would not be a priority ***
Final Business Response /* (4000, 12, 2016/02/01) */
Thank you for forwarding the rebuttal provided by *** to our attentionIn response, the following is available for review
The option to convert ***'s back to our Fixed Wireless WiMAX network was provided based on the request she made to be moved back to her original service platform as she indicated she found it to be a better service experience than she was receiving on our LTE networkIn reviewing the option, we were prepared to honor her request in the interest of reaching a mutually acceptable solution while we continued to work towards a resolution to the service concerns she has reported with her LTE system
With respect to her current service experience, Xplornet recently completed adjustments to increase capacity to all panels on the access point *** connects to for service by doubling the channel bandwidth to all sectors on the towerIn monitoring the results of the change our Network team has observed a noted improvement to network performance following the adjustment and we continue to work towards making further improvements to increase performance on the network
A senior technical agent recently followed up with *** after completing an updated review of her system readings and identified that her signal was no longer meeting quality standards required for her service planTo this end, a work order has been issued to realign ***'s receiver and we have agreed to follow up with her once completed to reassess her service experienceIn the interim, the month credit we agreed to provide in our previous response has been applied to ***'s February service invoice along with her recurring $** monthly discount and we will continue to keep her updated on any further developments on tower upgrades
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to work with her in the interest of addressing her service concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 11, 2016/08/18) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to her existing service experience and the upgrade options available at her locationBased on our review technicians have identified that a work order would be required to restore ***'s service but where she is outside of warranty coverage we have also provided her with the option of upgrading to our LTE service platform
*** spoke with an Xplornet supervisor on August 11th who has since clarified the options available at her location with respect to our LTE service plans including those more in line with her current service package and have noted that she under no obligation to complete the upgrade if she does not wish to do soWith that being said, in order to address her existing service concerns a work order is required and *** would be responsible for the costs associated with repairs as her equipment warranty has expired
Xplornet is currently waiting to hear back from *** to confirm how she would prefer to proceed after the supervisor she spoke followed up by email to document her available service optionsShe can notify us of her decision by contacting our Care Centre *** and a credit will be applied to her account for any documented downtime associated with her loss of service
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 13, 2016/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response is more than ten days after the fact
August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not Xplornet***
My *** and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit card***
The issue has not be reified, so we have reverted to solving the issue ourselvesI have request *** to come hook up their services, f*e But if they check their records and emails, they would see that my ***, sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks
***
Xplornet can come pick up their dish that is laying on our lawn
Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card
***
Final Consumer Response /* (3000, 17, 2016/08/19) */
This response is more than ten days after the fact
August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not XplornetThey are not a credited company, from service to emails
My *** and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit cardBut we know what kind of a company that Xplornet is that, that will take months to receive weeks of funds, if any
The issue has not be reified, so we have reverted to solving the issue ourselvesI have request *** to come hook up their services, for less then Xplornet and we now have faster great working experience But if they check their records and emails, they would see that my ***, sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks
Larry Oddan
Account # ***"
Xplornet can come pick up their dish that is laying on our lawn
Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card
***
Final Business Response /* (4000, 19, 2016/08/24) */
Thank you for forwarding the rebuttal submitted by *** to our attention
We have confirmed the receipt of*'s email; in line with his request Xplornet has proceeded with the finalization of their account and a prorated credit has been applied to offset the remainder of their August 'service charges
Furthermore, with respect to their compensation request, Xplornet has issued a month credit to their account and our billing department processed a refund totaling $*** (taxes in) on August 23rdThey should expect to see their refund deposited back to the payment method on file within the next 24-business hours
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused *** and*** and thank them for their time as valued Xplornet customers
Thank you,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** *** to our attentionIn response the following is available for reviewAfter receiving notice of her complaint, Xplornet completed a review of *** ***’ account in light of the concerns she’s reported with her service experience and
connection speedsFirst and foremost, we would like to extend our regrets to *** *** for the difficulties she’s reported and for any frustration this matter has causedXplornet has completed an updated review of the network *** *** connects to for service and at this time there are no identified known issues impacting the service experience on the towerHowever, during periods of high utilization slowdowns can occur and the service experience can be affected by our traffic management policies which are in place to ensure that each Xplornet customer receives fair and consistent access to the internetDetails of the Traffic Management Polices on our LTE networks can be found on our website at *** Our most recent review of *** ***’ system readings indicated her signal was meeting the requirements for her service package and did not point to an issue with her rental hardwareIn order to provide additional assistance it was requested that she contact us directly to investigate the issue in real time and we apologize for the difficulties she experienced when attempting to reach usWe certainly understand hold times during periods of high call volume can be frustrating and we are always working to improve our response times to better serve customers in need of assistanceWe also offer a callback assist feature which allows customers to request a callback rather than wait on hold.With respect to her request for confirmation of an expected minimum service level, pursuant to our Terms of Service (Section SERVICE & SPEED) Xplornet is unable to guarantee specific upload or download speeds due to the amount of variables that can have an effect on connection speedsXplornet’s End User Agreement/Terms of Service can be review on our website at *** With that being said, where we recognize that *** *** has remained unsatisfied with her ongoing service experience and our traffic management policies, Xplornet will agree to meet her desired resolution and will not seek to hold her to her contact commitment should she wish to explore alternative service options in her area.Sincerely, 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.
However I just recieved another email with a bill for over $dollarsI just want to make sure this is resolved properly given the past history we’ve hadThank you for your understanding
Thank you for forwarding the information provided by *** *** to our attention We are pleased to announce that we were able to meet *** ***’ desired resolution regarding her complaint and would like to confirm the following: Xplornet would like to apologize for any inconvenience or hardship
that *** *** has experienced as a result of charges for termination upon the cancellation of her accountUpon receipt of *** ***’ complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com In review of *** ***’ account, Xplornet would agree to meet her desired resolution to waive the termination fees and any contractual obligation on the accountA credit of $450+taxes has been applied to the account to offset the charges In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaintSincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information submitted by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' 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 taking the time to bring his concerns to our attentionBased on our review, we have identified that the network he connect 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 we recognize in his 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 continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved
In the interim, while we continue to work towards addressing the issue, Xplornet has applied a $** recurring service discount to his account for the next monthsHowever, if *** remains unsatisfied with his service experience Xplornet will not hold him to his contract commitment and will not seek an early cancellation fee if he decides to end his services
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 to work toward improvements to the network
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/03/24) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***' account history
in light of the difficulties she's reported with her service experience and the updates that were made to the work order on the accountBased on our review, we can confirm a service call was recommended however prior to issuing a work order our Service and Warranty team reviewed the modem's system readings and found the service was back online with a strong signal
Technical representatives have followed up with the account holder in the interest of completing additional troubleshooting where no ongoing problems were indicated by the modem and the recent usage history on the account shows the service has been in continuous useUnfortunately, we have been advised that the account holder is not interested in further troubleshooting and has expressed his desire to proceed with the finalization of the account
As the account is presently under a year contract (Ending June 8th, 2016) based on the renewal agreement entered into as part of their June conversion to our Fixed Wireless WiMAX network, the account holder was advised that he would be responsible for an early cancellation feeThat being said, where we also offered a month credit if he was willing to complete further troubleshooting which was declined; in the interest of reaching a resolution, if they remain unsatisfied with their service experience, we will agree to waive the remainder of their service commitment, allowing their account to be closed without penalty and the account holder would simply need to contact our Care Centre *** to have this completed
In closing, on behalf of Xplornet please accept our regrets for any inconvenience this matter has caused and we hope that in agreeing to meet her desired resolution *** will find this to represent an acceptable response to her complaint
***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for all of your help
Initial Business Response /* (1000, 5, 2017/02/08) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has completed a review of ***' account history and while our records reflect that she
verbally agreed to a year contract renewal in exchange for the relocation of her services, recognizing she has been a longstanding customer we will agree to rescind the agreement and waive her contract term
To this end, should *** wish to proceed with the cancellation of her account she would simply need to contact the Xplornet Customer Care Centre at *** to verify her request and confirm arrangements for the recovery of her rental hardware
In closing, we hope *** will find this to represent an acceptable response and on behalf of Xplornet we would further wish to extend our regrets for any inconvenience this matter has caused
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response as this was the outcome I was hoping forThank you
Initial Business Response /* (1000, 5, 2016/11/22) */
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
Our
records show that *** reached out to Xplornet to terminate his services on June 1, 2016, asking that the account be cancelled as of June 15, The cancellation of the account was processed as of that date and a work order for equipment recovery was dispatched to a local service technician in the areaIndoor equipment was recovered from the property on June 20, 2016, but notes from the installer state that the weather conditions were too poor to climb and recover the outdoor equipment*** contacted Xplornet back in July to see about recovering the rest of the hardware but unfortunately arrangements were not able to be made to have the outdoor equipment recovered prior to his move
Review of the account history shows that *** has made a good faith effort to return the hardware and as such Xplornet will proactively request that the billing department refund the fees paid towards the equipment charges refunded back to his method of payment on file Once this request is approved it may take 5-business days for the funds to be visible in ***'s accountShould we be unable to recover the hardware for any reason, *** will not be charged the fee for any unreturned hardware
In closing, on behalf of Xplornet, I would like to thank *** for his patience and understanding as we work towards determining a satisfactory resolution to his complaint and apologize for any inconvenience or hardship that this matter may have caused
Initial Business Response /* (1000, 5, 2016/05/30) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the concerns he's raised regarding his service experience and the cancellation fee associated with the early termination of his service agreementBased on our review we've identified that *** accepted a year service term on our Xplore 10Mbps/50GB package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of his account was completed on February 25th after *** acknowledged he had read and accepted our Terms of Service and provided confirmation of his pre authorized payment method through our customer portal
As part of our Terms of Service all new customers are provided a day money back guarantee period, allowing them to test the service and end the agreement within their initial days in service if they do not find it is meeting their needsIn this case, our records do not reflect that *** brought any service related concerns to our attention while the service was in use prior to his May 3rd cancellation request and where our technicians were unable to identify any problems with his rental hardware, he was advised that in finalizing his account he would be responsible for an early cancellation penalty
With that being said, we recognize that *** had closed his initial account under our day cancellation policy and later agreed to reinstate the service in good faithTo this end, we are prepared to reduce the early cancellation fee billed to his account by 50%, from $*** to $*** (before tax) as a gesture of good will and have instructed our billing department to update his final invoice accordingly
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and while we are unable to agree to waive his early cancellation fee in its entirety we hope *** will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $*** is unearned revenue and should have nothing to do with the success of their businessThey are also picking up their hardware which they can reuse / resell so they aren't out any money at all
They are simply discounting the amount of cash they want to collect with out earning it***
The yr commitment is sidedI agree to pay if they agree to deliver***
***
***
***
Final Business Response /* (***0, 9, 2016/06/07) */
Thank you for forwarding the updated response provided by *** to our attention
We appreciate the feedback *** has provided along with the suggestions he has made on how he feels we can improve our service practices, recognizing he was not satisfied with his service experienceTo this end, in the interest of resolving this matter in good faith we have revisited our earlier decision and will agree to reverse the early cancellation fee that was charged to ***'s account
The remaining $*** (before tax) cancellation penalty on ***'s account has been reversed and a refund of $***, including a $*** in prorated credit will be issued back to his credit card*** should also expect to hear from an installer shortly; if he has not already, to arrange the recovery of his rental hardware
In closing, by agreeing to reverse ***'s early cancellation charge we hope he will find this to represent an acceptable response and would again wish to extend our regrets for any inconvenience this issue has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (2000, 11, 2016/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** The full refund was my initial goal so this is satisfactory
Initial Business Response /* (1000, 5, 2016/01/12) */
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
relating to the charge she was billed for the replacement cost of her service modemBased on our review, we have agreed to meet ***'s desired resolution and wish to extend our regrets for any inconvenience this matter has caused
To this end, we have instructed our billing department to refund the $*** hardware charge that was billed to her account following the partial reversal of the charge that was completed after recovering our satellite receiverOnce the charge has been reversed a refund will be issued back to ***'s credit card within the next 5-business days
In closing, we hope that in agreeing to meet ***'s desired resolution she will find this to represent an acceptable response to her complaint and thank her for her patience while we completed a review of this matter
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for being the facilitator in this favorable outcome! I am impressed
Thank you Xplornet very much for considering and following through with the resolutionIt is much appreciated by my husband and I
This was exactly the resolution I was seeking but was not sure would come to fruition, so I can say I am thrilled that it did
I will await the refund and contact Xplornet if I have not seen it appear on my credit card in 10+ business days
***
Final Consumer Response /* (2000, 16, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I received the remaining refund today so we can consider this case closed and satisfied!
***
Final Business Response /* (4000, 14, 2016/01/27) */
Thank you for forwarding the response provided by *** to our attention
In receiving her update, Xplornet forwarded ***'s concerns to our Billing department to review the status of her refund which was recorded as having been completed on January 14thBased on their review we were able to confirm that while her account was credited for the full $*** hardware charge, due to her earlier payment the refund was processed in separate partsRegrettably, as *** has noted, only one portion of her refund, the $*** was completed on January 14th and we sincerely apologize for this oversight
Once we identified the issue ***'s refund was processed for the remaining $*** on January 25th and she should expect to see the fund returned to her credit card within the next 24-hours
In closing, on behalf of Xplornet we would like to extend our sincere apologies for any inconvenience this may have caused *** and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2017/02/10) */
Thank you for bringing the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
and have agreed to rescind the contract commitment associated with her service agreement
We've since contacted *** to advise she will not be responsible for an early termination fee and she has agreed to maintain the service until the end of the monthWe have scheduled the cancellation of her account to be completed on February 28th
In closing, we would like to thank *** for the feedback she has provided on her experience along with the suggestions she's made for improvements and for her time as a valued Xplornet customer
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was telephoned and advised that Xplornet would release me from the contract, and that I could terminate their service without any additional cost
I advised that a contract cannot be a contract just be saying its remotely executed, both parties have to know the contents of the contract and agreed that contract
At no time when in the Ralcomm shop or when Xplornet delivered the equipment was a contract advised, or how much it would cost to be released from it
I also advised that although we were advised their lower level service of Mb would be sufficient for our needs and then increasing to and finally Mb, at additional cost to us, it still did not meet our needs, as they were sending emails by the the 3rd week of the month to advise we had reached **% even at there maximum level
We wondered if all three level were all the same?
Xplornet should revise the supply practices, for their contracts so people know they are tied in and what they can actually supplyThe telephone was unable to be used as all you could hear was a crackle and not explanation was given why
We were very disappointed as we wanted to use a local service, but when using the practices of trapping customers into contracts and then not able to meet the needs of customers this is a very underhand business practice
Thank you to Revdex.com for all their assistance in this matter
***
Thank you for forwarding the additional information provided by *** ***
In review of the account history, our records show that Xplornet worked with *** *** to address her concerns relating to usage and package availability and options were presented to *** *** to increase her monthly data
In the interest of resolving *** ***’s concerns, Xplornet would be willing to reduce the cancellation fees applied to the account by an additional $A credit has been applied to the account to reflect the new balance; termination fees applied to the account would amount to $125+taxes
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we work towards determining a satisfactory resolution to her complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/12/18) */
We'd like to thank you for bringing *** concerns to our attentionIn response to *** concerns, the following is available for review
*** was installed with Xplornet's 4G Satellite service in *** and
reported concerns with his speeds on two separate occasions in September and ***His issues at the time were due to higher usage during peak times and at the time, *** did not report any issues with connecting to the serviceHis system statistics did not indicate an inability to use or connect to the service at this time
*** did not report any further service issues until ***While troubleshooting the matter with ***, we identified the need to have an installer attend his location to address the issues he was experiencingAt the time of this site visit, the installer repointing his Satellite receiver and determined *** was able to receive signal from a nearby Fixed Wireless LTE tower*** had our Fixed Wireless LTE services installed on *** and was later provided with a month service credit *** taxes) towards his LTE service as a result of the issues he'd reported in ***
In review of *** account and his concerns, Xplornet agrees to apply an additional months credit to his account for the service issues he experienced between *** at the rate of his previous Satellite service ***The credit will appear on *** *** invoice in the amount of ***
Xplornet would like to extend their regrets for the inconvenience this matter has caused *** and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/07/26) */
Thank you for forwarding the information provided by ***
Xplornet would like to offer its apologies for any inconvenience or hardship that *** has encountered as a result of degraded connection speeds on his LTE Fixed Wireless
serviceUpon receipt of ***'s complaint to the Revdex.com, review of the account history was completed to address his concernsXplornet's technicians have reviewed the signal readings on the rental equipment installed at ***'s home and have determined that they are exceeding the requirements for the service package that he subscribes toAdditional testing has also determined that the service is working as intended and that the network that *** connects to is not experiencing any issues relating to degraded network connection speeds
That being said, Xplornet does not test, guarantee, support or recommend any 3rd Party software programs or applications such as the streaming box *** indicated that they have purchasedXplornet's efforts to troubleshoot such an application are 'best effort 'only which may not resolve all issues Xplornet has confirmed that there is connectivity from the internet through to the rental hardware installed at ***'s location and any issues outside of a direct connection to our service would need to be addressed by the manufacturer of the 3rd Party software
Review of the account history would suggest that sufficient troubleshooting has not been completed to address the concerns with the Xplornet service that *** has identified in his complaintAs such, due to the healthy state of the network, without adequate troubleshooting having been completed termination fees upon cancellation would be valid charges from XplornetAs a show of good faith Xplornet would be willing to reduce the early cancellation by **% if *** still wishes to cancel his Xplornet accountOur service representatives are available 24/7/at *** and we would ask *** to reach out at his earliest opportunity to further address his concerns
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of *** complaint, Xplornet completed a review of *** account history in light
of the concerns she's raised following her recent attempt to relocate *** service and subsequent cancellation request
Based on our review, we've confirmed that *** initially accepted a one year service agreement on *** at her original service locationOn ***, *** contacted our Care Centre to advise *** would be moving and an agreement was reached to relocate her system to *** new residence where it is within our coverage areaUnfortunately, in attempting to set up the service at the new location ***'s landlord would not allow our equipment to be installed on the roof which would be necessary to attain an acceptable line of site for the serviceDue to this, the installer was unable to complete *** system relocation and we waited to hear from her to confirm how she wished to proceed with her account
On ***, we heard back from *** to discuss her cancellation however where *** ended the call prior to reaching an agreement on the terms of her account's finalization we were unable to proceedWith that being said, we recognize that this matter has been a source of frustration for *** and for this we apologizeIn the interest of reaching a resolution, Xplornet will agreed to waive her early cancellation fee and have backdated the cancellation of her account to September 1st
To this end, we have instructed our billing department to reverse all outstanding service charges billed after *** and *** will not be held responsible for the rental hardware left at her original service locationA prorated service credit of $*** for the charges *** incurred between *** and *** invoice date will also be refunded to back to *** bank account
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused along with our thanks for her patience as we investigated her concernsWe hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/08/24) */
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 an updated review of ***'s account history
and will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, *** will need to contact Xplornet's Customer Care Centre at *** to confirm her requestA credit for service charges billed following her July 26th will also be refunded back to the payment method on file once her account cancellation is completed
In closing, Xplornet would like to extend its regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by *** *** to our attentionIn response, the following is available for reviewAfter receiving notice of her complaint, Xplornet completed a review of *** ***’s account in light of the concerns she’s reported with her service experience
Based on a technical review of her hardware readings we’ve identified an issue with her signal that will require a work order to address and have made attempts to reach her to make arrangements for a service callWhere we have not yet heard back from *** ***, we would encourage her to reach out to our Customer Care Centre *** at her earliest convenience and a work order will be issued in an effort to restore her signal to a level that meets the requirements for her service packageWith that being said, Xplornet has acknowledged that the network *** *** connects to for service does experience periods of high utilization which can have an impact on her connection speedsThis is a problem we’ve recognized as a known issue in her area and while we do not currently have an estimated time frame for resolution, we have agreed to provide *** *** with a recurring $service discount until the issue is resolvedFurther to this, as a show of good faith while we await the completion of a work order to restore her signal we’ve applied a month credit ($74.99+tax) to *** ***’s accountIn the event that she remains unsatisfied with her service experience, Xplornet will agree to waive her contract commitment and she will be eligible to cancel her account without penaltyIn closing, on behalf of Xplornet we would further wish to extend our regrets to *** *** for the difficulties she’s experienced, along with any inconvenience this matter has caused and hope she will find this to represent an acceptable response.Sincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet regrets that we were unable to maintain ***'s service following the acquisition
of her previous service providerA refund for all service charges billed by Xplornet on her July invoice ($*** tax incl.) has been issued back to the payment method on file and a refund cheque for charges billed by her previous provider after June ($*** tax incl.) has also been issued
With respect to the rental hardware in ***'s possession; Xplornet does not require the hardware to be returned, she will not be responsible for its replacement cost and is free to dispose of the equipment
In closing, we would further wish to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not think they should allowed to litter my property with their cast off equipmentI am not a garbage dump
Final Business Response /* (4000, 9, 2017/07/31) */
Thank you for forwarding the response provided by *** to our attention
In good faith, Xplornet will make an exception to arrange the recovery of the hardware in ***'s possession*** should be advised it may take up to days to complete the hardware retrieval and once available, an installer will reach out to her in order to schedule an appointment
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/07/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
and are aware of the difficulties he's reported with his connections speedsAs *** has noted, we have acknowledged an issue with high traffic volume on the network in his area during peak service periods which can have an impact on his service experience and we can assure him that our Network team has been working to address the issue
To this end, as part of our continued commitment to ensure we provide the best service experience for our customers, necessary frequency adjustments were completed to upgrade the tower *** connects to for service at the end of June in order to improve the networks overall performanceTo take advantage of the improvements offered following the frequency adjustment *** has agreed to have an installer sent to his location to replace his receiver and a work order was issued on July 12thIn the interim, as a gesture of good faith we have applied a further month credit (*** before tax) to ***'s account and in the event he remains unsatisfied with his service experience Xplornet will waive the remainder of his contract term allowing his account to be finalized without penalty
In closing, on behalf of Xplornet we would like to extend our sincere regrets for any inconvenience this issue has caused *** along with our apologies for any difficulties he experienced while discussing his concerns through our Care Centre and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 8, 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 she has reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her 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 Xplornet is doing everything within our control to resolve this matter as we continue to invest in network improvements
Having said this, where Xplornet does not currently have a specific time frame for when this issue will be resolved *** has been provided a recurring $** monthly service discount, along with the option to convert back to our Fixed Wireless WiMAX service in the interimFurther to this, Xplornet has also agreed to waive the upgrade cost for a conversion back to our LTE system once the issue has been rectified and in good faith we have applied a one month service credit of $*** (before tax) to her account which will be visible on her next month's invoice
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue our investigation and work towards a resolution to address the service concerns she's reported experiencing
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 10, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response; however, you obviously did not spend much time investigating the issue The option to convert back to the Fixed Wireless WiMAX was discouraged due to the fact that this tower (platform) is also congested In fact I was told "all towers (platforms) in my area are congested; therefore, service would not be any better." I understand there are peak times, but a service should not be oversold to the point there is NO quality to the service at all As a paying customer, is it hard to understand why this would not be a priority ***
Final Business Response /* (4000, 12, 2016/02/01) */
Thank you for forwarding the rebuttal provided by *** to our attentionIn response, the following is available for review
The option to convert ***'s back to our Fixed Wireless WiMAX network was provided based on the request she made to be moved back to her original service platform as she indicated she found it to be a better service experience than she was receiving on our LTE networkIn reviewing the option, we were prepared to honor her request in the interest of reaching a mutually acceptable solution while we continued to work towards a resolution to the service concerns she has reported with her LTE system
With respect to her current service experience, Xplornet recently completed adjustments to increase capacity to all panels on the access point *** connects to for service by doubling the channel bandwidth to all sectors on the towerIn monitoring the results of the change our Network team has observed a noted improvement to network performance following the adjustment and we continue to work towards making further improvements to increase performance on the network
A senior technical agent recently followed up with *** after completing an updated review of her system readings and identified that her signal was no longer meeting quality standards required for her service planTo this end, a work order has been issued to realign ***'s receiver and we have agreed to follow up with her once completed to reassess her service experienceIn the interim, the month credit we agreed to provide in our previous response has been applied to ***'s February service invoice along with her recurring $** monthly discount and we will continue to keep her updated on any further developments on tower upgrades
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to work with her in the interest of addressing her service concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 11, 2016/08/18) */
*e But if they check their records and emails, they would see that my ***, sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks
*'s email; in line with his request Xplornet has proceeded with the finalization of their account and a prorated credit has been applied to offset the remainder of their August 'service charges
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to her existing service experience and the upgrade options available at her locationBased on our review technicians have identified that a work order would be required to restore ***'s service but where she is outside of warranty coverage we have also provided her with the option of upgrading to our LTE service platform
*** spoke with an Xplornet supervisor on August 11th who has since clarified the options available at her location with respect to our LTE service plans including those more in line with her current service package and have noted that she under no obligation to complete the upgrade if she does not wish to do soWith that being said, in order to address her existing service concerns a work order is required and *** would be responsible for the costs associated with repairs as her equipment warranty has expired
Xplornet is currently waiting to hear back from *** to confirm how she would prefer to proceed after the supervisor she spoke followed up by email to document her available service optionsShe can notify us of her decision by contacting our Care Centre *** and a credit will be applied to her account for any documented downtime associated with her loss of service
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 13, 2016/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response is more than ten days after the fact
August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not Xplornet***
My *** and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit card***
The issue has not be reified, so we have reverted to solving the issue ourselvesI have request *** to come hook up their services, f
***
Xplornet can come pick up their dish that is laying on our lawn
Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card
***
Final Consumer Response /* (3000, 17, 2016/08/19) */
This response is more than ten days after the fact
August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not XplornetThey are not a credited company, from service to emails
My *** and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit cardBut we know what kind of a company that Xplornet is that, that will take months to receive weeks of funds, if any
The issue has not be reified, so we have reverted to solving the issue ourselvesI have request *** to come hook up their services, for less then Xplornet and we now have faster great working experience But if they check their records and emails, they would see that my ***, sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks
Larry Oddan
Account # ***"
Xplornet can come pick up their dish that is laying on our lawn
Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card
***
Final Business Response /* (4000, 19, 2016/08/24) */
Thank you for forwarding the rebuttal submitted by *** to our attention
We have confirmed the receipt of
Furthermore, with respect to their compensation request, Xplornet has issued a month credit to their account and our billing department processed a refund totaling $*** (taxes in) on August 23rdThey should expect to see their refund deposited back to the payment method on file within the next 24-business hours
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused *** and*** and thank them for their time as valued Xplornet customers
Thank you,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** *** to our attentionIn response the following is available for reviewAfter receiving notice of her complaint, Xplornet completed a review of *** ***’ account in light of the concerns she’s reported with her service experience and
connection speedsFirst and foremost, we would like to extend our regrets to *** *** for the difficulties she’s reported and for any frustration this matter has causedXplornet has completed an updated review of the network *** *** connects to for service and at this time there are no identified known issues impacting the service experience on the towerHowever, during periods of high utilization slowdowns can occur and the service experience can be affected by our traffic management policies which are in place to ensure that each Xplornet customer receives fair and consistent access to the internetDetails of the Traffic Management Polices on our LTE networks can be found on our website at *** Our most recent review of *** ***’ system readings indicated her signal was meeting the requirements for her service package and did not point to an issue with her rental hardwareIn order to provide additional assistance it was requested that she contact us directly to investigate the issue in real time and we apologize for the difficulties she experienced when attempting to reach usWe certainly understand hold times during periods of high call volume can be frustrating and we are always working to improve our response times to better serve customers in need of assistanceWe also offer a callback assist feature which allows customers to request a callback rather than wait on hold.With respect to her request for confirmation of an expected minimum service level, pursuant to our Terms of Service (Section SERVICE & SPEED) Xplornet is unable to guarantee specific upload or download speeds due to the amount of variables that can have an effect on connection speedsXplornet’s End User Agreement/Terms of Service can be review on our website at *** With that being said, where we recognize that *** *** has remained unsatisfied with her ongoing service experience and our traffic management policies, Xplornet will agree to meet her desired resolution and will not seek to hold her to her contact commitment should she wish to explore alternative service options in her area.Sincerely, 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.
However I just recieved another email with a bill for over $dollarsI just want to make sure this is resolved properly given the past history we’ve hadThank you for your understanding
Thank you for forwarding the information provided by *** *** to our attention We are pleased to announce that we were able to meet *** ***’ desired resolution regarding her complaint and would like to confirm the following: Xplornet would like to apologize for any inconvenience or hardship
that *** *** has experienced as a result of charges for termination upon the cancellation of her accountUpon receipt of *** ***’ complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com In review of *** ***’ account, Xplornet would agree to meet her desired resolution to waive the termination fees and any contractual obligation on the accountA credit of $450+taxes has been applied to the account to offset the charges In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaintSincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information submitted by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' 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 taking the time to bring his concerns to our attentionBased on our review, we have identified that the network he connect 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 we recognize in his 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 continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved
In the interim, while we continue to work towards addressing the issue, Xplornet has applied a $** recurring service discount to his account for the next monthsHowever, if *** remains unsatisfied with his service experience Xplornet will not hold him to his contract commitment and will not seek an early cancellation fee if he decides to end his services
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 to work toward improvements to the network
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/03/24) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***' account history
in light of the difficulties she's reported with her service experience and the updates that were made to the work order on the accountBased on our review, we can confirm a service call was recommended however prior to issuing a work order our Service and Warranty team reviewed the modem's system readings and found the service was back online with a strong signal
Technical representatives have followed up with the account holder in the interest of completing additional troubleshooting where no ongoing problems were indicated by the modem and the recent usage history on the account shows the service has been in continuous useUnfortunately, we have been advised that the account holder is not interested in further troubleshooting and has expressed his desire to proceed with the finalization of the account
As the account is presently under a year contract (Ending June 8th, 2016) based on the renewal agreement entered into as part of their June conversion to our Fixed Wireless WiMAX network, the account holder was advised that he would be responsible for an early cancellation feeThat being said, where we also offered a month credit if he was willing to complete further troubleshooting which was declined; in the interest of reaching a resolution, if they remain unsatisfied with their service experience, we will agree to waive the remainder of their service commitment, allowing their account to be closed without penalty and the account holder would simply need to contact our Care Centre *** to have this completed
In closing, on behalf of Xplornet please accept our regrets for any inconvenience this matter has caused and we hope that in agreeing to meet her desired resolution *** will find this to represent an acceptable response to her complaint
***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for all of your help
Initial Business Response /* (1000, 5, 2017/02/08) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has completed a review of ***' account history and while our records reflect that she
verbally agreed to a year contract renewal in exchange for the relocation of her services, recognizing she has been a longstanding customer we will agree to rescind the agreement and waive her contract term
To this end, should *** wish to proceed with the cancellation of her account she would simply need to contact the Xplornet Customer Care Centre at *** to verify her request and confirm arrangements for the recovery of her rental hardware
In closing, we hope *** will find this to represent an acceptable response and on behalf of Xplornet we would further wish to extend our regrets for any inconvenience this matter has caused
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response as this was the outcome I was hoping forThank you
Initial Business Response /* (1000, 5, 2016/11/22) */
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
Our
records show that *** reached out to Xplornet to terminate his services on June 1, 2016, asking that the account be cancelled as of June 15, The cancellation of the account was processed as of that date and a work order for equipment recovery was dispatched to a local service technician in the areaIndoor equipment was recovered from the property on June 20, 2016, but notes from the installer state that the weather conditions were too poor to climb and recover the outdoor equipment*** contacted Xplornet back in July to see about recovering the rest of the hardware but unfortunately arrangements were not able to be made to have the outdoor equipment recovered prior to his move
Review of the account history shows that *** has made a good faith effort to return the hardware and as such Xplornet will proactively request that the billing department refund the fees paid towards the equipment charges refunded back to his method of payment on file Once this request is approved it may take 5-business days for the funds to be visible in ***'s accountShould we be unable to recover the hardware for any reason, *** will not be charged the fee for any unreturned hardware
In closing, on behalf of Xplornet, I would like to thank *** for his patience and understanding as we work towards determining a satisfactory resolution to his complaint and apologize for any inconvenience or hardship that this matter may have caused
Initial Business Response /* (1000, 5, 2016/05/30) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the concerns he's raised regarding his service experience and the cancellation fee associated with the early termination of his service agreementBased on our review we've identified that *** accepted a year service term on our Xplore 10Mbps/50GB package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of his account was completed on February 25th after *** acknowledged he had read and accepted our Terms of Service and provided confirmation of his pre authorized payment method through our customer portal
As part of our Terms of Service all new customers are provided a day money back guarantee period, allowing them to test the service and end the agreement within their initial days in service if they do not find it is meeting their needsIn this case, our records do not reflect that *** brought any service related concerns to our attention while the service was in use prior to his May 3rd cancellation request and where our technicians were unable to identify any problems with his rental hardware, he was advised that in finalizing his account he would be responsible for an early cancellation penalty
With that being said, we recognize that *** had closed his initial account under our day cancellation policy and later agreed to reinstate the service in good faithTo this end, we are prepared to reduce the early cancellation fee billed to his account by 50%, from $*** to $*** (before tax) as a gesture of good will and have instructed our billing department to update his final invoice accordingly
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and while we are unable to agree to waive his early cancellation fee in its entirety we hope *** will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $*** is unearned revenue and should have nothing to do with the success of their businessThey are also picking up their hardware which they can reuse / resell so they aren't out any money at all
They are simply discounting the amount of cash they want to collect with out earning it***
The yr commitment is sidedI agree to pay if they agree to deliver***
***
***
***
Final Business Response /* (***0, 9, 2016/06/07) */
Thank you for forwarding the updated response provided by *** to our attention
We appreciate the feedback *** has provided along with the suggestions he has made on how he feels we can improve our service practices, recognizing he was not satisfied with his service experienceTo this end, in the interest of resolving this matter in good faith we have revisited our earlier decision and will agree to reverse the early cancellation fee that was charged to ***'s account
The remaining $*** (before tax) cancellation penalty on ***'s account has been reversed and a refund of $***, including a $*** in prorated credit will be issued back to his credit card*** should also expect to hear from an installer shortly; if he has not already, to arrange the recovery of his rental hardware
In closing, by agreeing to reverse ***'s early cancellation charge we hope he will find this to represent an acceptable response and would again wish to extend our regrets for any inconvenience this issue has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (2000, 11, 2016/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** The full refund was my initial goal so this is satisfactory
Initial Business Response /* (1000, 5, 2016/01/12) */
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
relating to the charge she was billed for the replacement cost of her service modemBased on our review, we have agreed to meet ***'s desired resolution and wish to extend our regrets for any inconvenience this matter has caused
To this end, we have instructed our billing department to refund the $*** hardware charge that was billed to her account following the partial reversal of the charge that was completed after recovering our satellite receiverOnce the charge has been reversed a refund will be issued back to ***'s credit card within the next 5-business days
In closing, we hope that in agreeing to meet ***'s desired resolution she will find this to represent an acceptable response to her complaint and thank her for her patience while we completed a review of this matter
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for being the facilitator in this favorable outcome! I am impressed
Thank you Xplornet very much for considering and following through with the resolutionIt is much appreciated by my husband and I
This was exactly the resolution I was seeking but was not sure would come to fruition, so I can say I am thrilled that it did
I will await the refund and contact Xplornet if I have not seen it appear on my credit card in 10+ business days
***
Final Consumer Response /* (2000, 16, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I received the remaining refund today so we can consider this case closed and satisfied!
***
Final Business Response /* (4000, 14, 2016/01/27) */
Thank you for forwarding the response provided by *** to our attention
In receiving her update, Xplornet forwarded ***'s concerns to our Billing department to review the status of her refund which was recorded as having been completed on January 14thBased on their review we were able to confirm that while her account was credited for the full $*** hardware charge, due to her earlier payment the refund was processed in separate partsRegrettably, as *** has noted, only one portion of her refund, the $*** was completed on January 14th and we sincerely apologize for this oversight
Once we identified the issue ***'s refund was processed for the remaining $*** on January 25th and she should expect to see the fund returned to her credit card within the next 24-hours
In closing, on behalf of Xplornet we would like to extend our sincere apologies for any inconvenience this may have caused *** and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2017/02/10) */
Thank you for bringing the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
and have agreed to rescind the contract commitment associated with her service agreement
We've since contacted *** to advise she will not be responsible for an early termination fee and she has agreed to maintain the service until the end of the monthWe have scheduled the cancellation of her account to be completed on February 28th
In closing, we would like to thank *** for the feedback she has provided on her experience along with the suggestions she's made for improvements and for her time as a valued Xplornet customer
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was telephoned and advised that Xplornet would release me from the contract, and that I could terminate their service without any additional cost
I advised that a contract cannot be a contract just be saying its remotely executed, both parties have to know the contents of the contract and agreed that contract
At no time when in the Ralcomm shop or when Xplornet delivered the equipment was a contract advised, or how much it would cost to be released from it
I also advised that although we were advised their lower level service of Mb would be sufficient for our needs and then increasing to and finally Mb, at additional cost to us, it still did not meet our needs, as they were sending emails by the the 3rd week of the month to advise we had reached **% even at there maximum level
We wondered if all three level were all the same?
Xplornet should revise the supply practices, for their contracts so people know they are tied in and what they can actually supplyThe telephone was unable to be used as all you could hear was a crackle and not explanation was given why
We were very disappointed as we wanted to use a local service, but when using the practices of trapping customers into contracts and then not able to meet the needs of customers this is a very underhand business practice
Thank you to Revdex.com for all their assistance in this matter
***
Thank you for forwarding the additional information provided by *** ***
In review of the account history, our records show that Xplornet worked with *** *** to address her concerns relating to usage and package availability and options were presented to *** *** to increase her monthly data
In the interest of resolving *** ***’s concerns, Xplornet would be willing to reduce the cancellation fees applied to the account by an additional $A credit has been applied to the account to reflect the new balance; termination fees applied to the account would amount to $125+taxes
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we work towards determining a satisfactory resolution to her complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/12/18) */
We'd like to thank you for bringing *** concerns to our attentionIn response to *** concerns, the following is available for review
*** was installed with Xplornet's 4G Satellite service in *** and
reported concerns with his speeds on two separate occasions in September and ***His issues at the time were due to higher usage during peak times and at the time, *** did not report any issues with connecting to the serviceHis system statistics did not indicate an inability to use or connect to the service at this time
*** did not report any further service issues until ***While troubleshooting the matter with ***, we identified the need to have an installer attend his location to address the issues he was experiencingAt the time of this site visit, the installer repointing his Satellite receiver and determined *** was able to receive signal from a nearby Fixed Wireless LTE tower*** had our Fixed Wireless LTE services installed on *** and was later provided with a month service credit *** taxes) towards his LTE service as a result of the issues he'd reported in ***
In review of *** account and his concerns, Xplornet agrees to apply an additional months credit to his account for the service issues he experienced between *** at the rate of his previous Satellite service ***The credit will appear on *** *** invoice in the amount of ***
Xplornet would like to extend their regrets for the inconvenience this matter has caused *** and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/07/26) */
Thank you for forwarding the information provided by ***
Xplornet would like to offer its apologies for any inconvenience or hardship that *** has encountered as a result of degraded connection speeds on his LTE Fixed Wireless
serviceUpon receipt of ***'s complaint to the Revdex.com, review of the account history was completed to address his concernsXplornet's technicians have reviewed the signal readings on the rental equipment installed at ***'s home and have determined that they are exceeding the requirements for the service package that he subscribes toAdditional testing has also determined that the service is working as intended and that the network that *** connects to is not experiencing any issues relating to degraded network connection speeds
That being said, Xplornet does not test, guarantee, support or recommend any 3rd Party software programs or applications such as the streaming box *** indicated that they have purchasedXplornet's efforts to troubleshoot such an application are 'best effort 'only which may not resolve all issues Xplornet has confirmed that there is connectivity from the internet through to the rental hardware installed at ***'s location and any issues outside of a direct connection to our service would need to be addressed by the manufacturer of the 3rd Party software
Review of the account history would suggest that sufficient troubleshooting has not been completed to address the concerns with the Xplornet service that *** has identified in his complaintAs such, due to the healthy state of the network, without adequate troubleshooting having been completed termination fees upon cancellation would be valid charges from XplornetAs a show of good faith Xplornet would be willing to reduce the early cancellation by **% if *** still wishes to cancel his Xplornet accountOur service representatives are available 24/7/at *** and we would ask *** to reach out at his earliest opportunity to further address his concerns
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of *** complaint, Xplornet completed a review of *** account history in light
of the concerns she's raised following her recent attempt to relocate *** service and subsequent cancellation request
Based on our review, we've confirmed that *** initially accepted a one year service agreement on *** at her original service locationOn ***, *** contacted our Care Centre to advise *** would be moving and an agreement was reached to relocate her system to *** new residence where it is within our coverage areaUnfortunately, in attempting to set up the service at the new location ***'s landlord would not allow our equipment to be installed on the roof which would be necessary to attain an acceptable line of site for the serviceDue to this, the installer was unable to complete *** system relocation and we waited to hear from her to confirm how she wished to proceed with her account
On ***, we heard back from *** to discuss her cancellation however where *** ended the call prior to reaching an agreement on the terms of her account's finalization we were unable to proceedWith that being said, we recognize that this matter has been a source of frustration for *** and for this we apologizeIn the interest of reaching a resolution, Xplornet will agreed to waive her early cancellation fee and have backdated the cancellation of her account to September 1st
To this end, we have instructed our billing department to reverse all outstanding service charges billed after *** and *** will not be held responsible for the rental hardware left at her original service locationA prorated service credit of $*** for the charges *** incurred between *** and *** invoice date will also be refunded to back to *** bank account
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused along with our thanks for her patience as we investigated her concernsWe hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)