Thank you for the additional information provided by *** ***
After further review of *** ***’s account, Xplornet would agree to issue a one month credit to the account in acknowledgement of the issues that *** *** experienced during the month of NovemberA credit of $89+taxes has been applied to the account and will be visible on *** ***’s next invoice
Regarding the additional charges at the time of installation, any charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by XplornetAs such, Xplornet would be unable to refund the amounts paid to *** *** as they were not billed by Xplornet
Xplornet is available 24/7/to best assist and would welcome *** *** to reach out at his earliest convenience to explore repoint options or process a cancellation for him should he remain unsatisfied with the services and the solution that has been provided
In closing, on behalf of Xplornet, I would like to thank *** *** for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint
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 fileOnce 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
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
Im thankful that our years contract is to be removed and shall call to action this
The service is still not perfect but hopefully overtime will be more reliable when the towers are upgraded
Thank you for acting as our mediator
Regards
*** ***
Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for forwarding Mr***'s complaint to our attentionIn response to his concerns, the following is available for review
First, we would like to extend our regrets to Mr*** for the difficulties he's experienced in working with
technical agents from our Care Centre to have his concerns addressedWe appreciate the feedback he has provided on his service experience and apologize for any inconvenience this matter has causedUnfortunately, with 3rd party products such as the integrated home automation system used by Mr***, while Xplornet is committed to providing best effort support for such products, we cannot guarantee how effectively they will work with our servicesHaving said this, we are willing to work with Mr*** further in the interest of ensuring everything has been done to verify there are no issues with his Xplornet system that would be limiting his ability to connect to the application and have arranged for a senior technical representative to assist him directly
Earlier this week our technical representative reached out to offer further assistance to Mr*** after completing a review of his system readings to verify they were all in line with our quality of service standardsBased on his assessment, where the system Mr*** is using relies on a remote access we have recommended that a static ip address be added to his account which will allow him to hardcode his specific ip address to work with his home automation systemAs Mr*** has explained, he will need to have his own technician on site to assist with the static ip set up and we have agreed to follow up with him next Friday morning, *** **th, to confirm arrangements for a predetermined date and time to speak with technicians familiar with his internal network
In the interim, as a sign of good faith, Xplornet has extended a month credit ($**.**) to Mr***'s account and once his static ip address has been applied, we will agree to offset the standard $*.** monthly cost in the form of a recurring discountAdditionally, should we be unable to resolve Mr*** service concern, Xplornet will agree to waive the year contract renewal commitment associated with his service upgrade, allowing him to finalize his account at any time without penalty
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused Mr***, and thank him for his patience as we work to address the issues he has been experiencing with his home automation system
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what has happened to dateI was contacted by a person whom identified themselves as being in corporate affairsThe only thing they agreed to was to set up a follcall (this Friday)To date this issue is very much still open with a solution being 1.) a follcall setting a time to have a senior tech on a conference call with the *** and *** tech folks to resolve the issue and 2.) a call from the CEO (whom I have written to directly) apologizing for his "process of customer service" causing this downtime of months and more than hours of my time on the phone - not getting looked afterCertainly minutes of his time is not too much after having his companies process wasting so much of mine
The response cited in Xplorenet's response is certainly NOT the call I was on
Final Consumer Response /* (4200, 17, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The upgrade was installed in late *** or early ***When I contacted Xplornet about the upgrade, I asked about my home automation system and was told there were no issuesI have subsequently placed more than a dozen calls and in some cases have spent more than three hours on a call with no resolutionWhen calls are elevated to a supervisor, they call leave a voice mail, but I have no way of having a person who understands the problem from the beginning and has the expertize to resolve
Quite frankly even the response to my issues shows a complete lack of respect for a customers time
Measure actions not words, If the measurement of this issue is more than months of frustration where I could not get someone of authority to place a call was to write to the CEO (with no response) and then have to elevate the call to the Revdex.com for assistance
Xplornet has not shown me as a customer any respect when the route cause was poor direction from the initial contact on removing the static IP address and then "stating a new static IP needed to be installed on the router for the new service
Because of this I have spent more than hours of frustrating time - due to Xplornet lack of training to front line help desk people and processes that are not centered around resolving an issue promptly or professionally
Their solution of a free month is ridiculous
There offer of allowing me to move to another company is a sign that - they still don't understand
As a customer I pick and payThat is it
I expect prompt professional serviceDid I get it, no!
When I asked and then demanded, it had to resort to me sending a complaint to the Revdex.com to resolve
Xplornet wasted more that 4o hours and months in not doing their job professionally
My only ask has been to get their CEO on the phone to explain why I was subjected to this level of service
Until he does this issue is not resolved ***
As a consumer I have rights and they have been violatedMy time is as valuable as anyone and I did not give Xplornet the permission to waste mineI await the CEO's call
Final Business Response /* (4000, 15, 2015/09/11) */
Xplornet is aware that Mr*** reported further concerns with his connection on *** *rd after we submitted our most recent response to his complaintFollowing our notification of the issue, after completing troubleshooting with a technician, a work order was dispatched to have installers on site to rectify any further issues Mr*** is experiencing with his Xplornet hardware
The work order was accepted by the dealer on *** *th and arrangements are being made through *** *** to have his service call completedOnce the work order has been serviced, Xplornet will arrange for the senior technical representative from our Customer Care Response Team who has been assisting Mr*** to follow up with him directly to confirm his technical concerns have been addressed
In line with our previous response, a one month credit has been applied to Mr***'s account, along with a recurring credit to offset the monthly $*.** static ip cost that was needed to address issues he was experiencing with connectivity to his 3rd party home automation systemFurthermore, as we have maintained, if Mr*** remains unsatisfied with his service experience for any reason, Xplornet will agree to waive his contract renewal commitment to allow him to finalize his account at any time without penalty
Thank you,
*** ***
Customer Care Response Coordinator
Xplornet Communications Inc
Initial Business Response /* (**00, 5, **16/03/24) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in
light of the difficulties he's reported with his connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank *** for bringing his concerns to our attentionBased on our review we have identified that the network he connect to for service does experience periods of heavy usage which can have an impact on his connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersTo this end, Xplornet's Network Operations and Engineering teams continue to monitor the issue and we can assure *** that we are doing everything within our control to resolve this matter
At this time, while we do not have a specific date to provide *** we can advise upgrades are scheduled to be completed in his area by the end of May 'In the interim, as we continue to work towards addressing the issue, Xplornet has placed a month credit on ***'s account ($***) and will agreed to increase the $** recurring month discount he is receiving to $** as a sign of good faithThe month credit, along with the adjustment to his recurring discount will be noted on his next month's invoice and we will continue to provide him with updates as they are available when contacting our Care Centre
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 towards completing network improvements
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand that during prime time internet speeds will suffer from network congestionUnfortunately, I experience these unusable speeds at all hours of the dayThe most recent phone call to the "customer service" dept was at 1:pm in the afternoon on a weekday, hardly prime time or heavy usage being the middle of the day***
Final Business Response /* (4000, 9, **16/04/05) */
Thank you for forwarding the rebuttal submitted by *** to our attention, in response the following is available for review
Xplornet has acknowledged that we are aware of periods of high traffic being experienced on the tower; specific to the access panel *** connects to for his internet service which can occur at various times of day and as a result his connection speeds can be impactedAs we've previously noted, our Network Operations and Engineering teams are continuing to monitor the situation and we are doing everything within our control to address the issue while awaiting the completion of necessary upgrades in the area
Recognizing that this is a known network issue, Xplornet is providing *** with a recurring month $** discount and have issued a month credit ($***) to his account in compensation for the difficulties he's experienced That being said, we understand that this issue has been a source of frustration for *** and as a further gesture of good will Xplornet will agree to waive the remainder of his year service commitment allowing him to finalize his account without penalty if he remains unsatisfied with his service experience
In closing, Xplornet will continue to keep *** apprised of any further updates on the upcoming upgrades being completed in his area when contacting our Care Centre and we would again wish to extend our apologies for any inconvenience this matter has caused
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 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 her complaint, Xplornet completed an updated review of ***'s account
history in light of her service and cancellation concernsBased on our review, Xplornet was unable to identify any problems with ***'s rental hardware or on our network that would be causing the issues she reported and it was determined the cause was related to her internal network
Xplornet has now received and processed ***'s cancellation request and will agree to provide a month refund in good faithTo this end, a credit of $*** (taxes in) has been applied to ***'s account and will be refunded once her rental hardware has been successfully recovered
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties *** reported experiencing and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 12, 2017/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting $*** for the two payments one in April of $*** and then again the bill I paid $***Both times I indicted I did not want to continue my service!!! And yet again I receive another billingThe practices are disgusting just to continue getting payments!! This is my complaintI want my money back for the lack of service as well as not listening to my request to discontinue my service
Final Business Response /* (4000, 14, 2017/06/19) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet's records reflect that *** initially contacted Xplornet in January to inquire about options for her accountAs no definitive decision was made and *** had explored the option of cancelling the service or suspending, no action was completed on the account pending further contactFurther review demonstrates that the service was continuously used up until the requested date of cancellation in May
While Xplornet feels that the charges issued on ***'s account are valid, the offer to credit the amount of $*** stands and has been applied to the outstanding balance remaining
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties *** reported experiencing and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 16, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for contacting us about your concern and we’re sorry to hear that you’ve experienced some slowdown. As with any Internet service, slowdowns during high usage periods can occur and one of the challenges in your area is that at times, there is high usage from people who are on the same
signal for Internet access Xplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers Currently Xplornet has provided a $monthly discount to make *** service $due to the issues he has been experiencedWe have extended this offer to end on December 31, The credits have been applied due to Xplornet’s acknowledgement of a known issueXplornet feels this to be a fair offer for the issuesXplornet has confirmed that *** service signal is meeting the necessary package standards and we see no issues locally with the equipment on *** propertyOnce again Xplornet extends its apologies for the issues *** has been experiencing and continues to work towards upgrades that will help resolve his concerns
Initial Business Response /* (1000, 10, 2017/09/18) */
*** has called Xplornet advising of service issues on separate occasions
Unfortunately no issues were identified in our first contact on June 25, with *** and the call was dropped for unknown reasonsA call back to
complete troubleshooting was done but Xplornet was unable to make contact and a voicemail was left
Xplornet's second call from *** was on September 13, due to service issues which were explained to *** as being due to being suspended for non-paymentXplornet has not received payment from *** since June 5,
***'s service was suspended on September 1, for non-paymentAt this time Xplornet would normally require an **% one-time payment and a payment arrangement for the remainder in order to reactivate ***'s serviceXplornet would be willing to accept a **% one-time payment and arrangements for the remainder in order to help rectify services as soon as possible
Once service is active and if *** is still experiencing service issues, then we would need to troubleshoot with him in order to ascertain the cause behind these issues as our previous conversations were unable to fully complete troubleshooting
Initial Consumer Rebuttal /* (3000, 12, 2017/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to making a **% paymentI am not paying **% of something that I do not haveWhen they fix the problem I will start paying for the service at that timeI have been hearing numerous other complaints about this companyI am not very happy with this service and their attitude as far a fixing the problem
Final Consumer Response /* (4200, 20, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my offer to only pay for one month
Final Business Response /* (4000, 18, 2017/09/22) */
Xplornet feels it has made its offer of accepting **% in good faith and cannot accept a payment of months' worth of service as this is roughly **% of what *** owes at this timeAs stated previously Xplornet has yet to identify any issues with ***'s connection and will be unable to successfully troubleshoot the issues until it has been reactivatedIf issues are identified Xplornet will compensate for the length of time that these issues were present
Initial Business Response /* (1000, 5, 2016/04/07) */
Thank you for forwarding the information provided by *** to our attention
After receiving notice of his complaint, Xplornet completed a review of ***'s account history and have agreed to meet his desired resolutionIn the
event that *** decides to proceed with the finalization of his account, Xplornet will not charge an early cancellation penalty
On behalf of Xplornet, we would again wish to extend our sincere regrets for any inconvenience this matter has caused and thank *** for his patience while we reviewed his concerns in the interest of reaching an acceptable resolution to his complaint
In closing, we hope *** will find this to represent a satisfactory response and we appreciate the opportunity to have him as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
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
Our
records show that *** contacted Xplornet on October 23,2016, to inquire about terminating her services as she was moving away from the location where her service was installedIn discussion with one of our representatives, *** agreed to put her account on a temporary suspension with the intent to carry on her service at her new location once the move had been completedXplornet's seasonal suspend policy is to allow customers who are traveling, or unable to use their services for a short period of time, to maintain their service package without having to terminate and sign up again once they're ready to establish service againHowever, this suspension of service also suspends the contract as the services are not being used during the suspension periodAs such, ***'s contract was extended from March to June
On behalf of Xplornet, I would like to extend our apologies for any hardship or inconvenience that this matter has caused *** and would like to work with her to determine a satisfactory resolution to her complaintXplornet would be willing to waive any termination costs associated with ending her contract early and backdate the cancellation to October 23, 2016, should *** still desire to cancel her Xplornet servicesThat being said, if *** were to move her services to her new location, a new contract term would need to be agreed upon in order to complete the installation at the new locationIn order to process a cancellation, or to initiate the move request, we would ask that *** contact us at her earliest convenienceWe are available *** to best assist
In closing, on behalf of Xplornet, I would like to thank *** for her patience and understanding as we work towards determining satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/11/03) */
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 in light of
his contract inquiry and the early cancellation policy associated with his service agreementBased on our review, our records reflect that *** agreed to terms on a year service commitment beginning on August 14, in exchange for a reduced one time activation fee and free basic installation, however as a show of good will and in the interest of reaching an acceptable resolution Xplornet is prepared to reduce his early cancellation fee from $** (before tax)
While we hope *** will reconsider ending his service with us, in the event he does proceed with the finalization of his account, he will simply need to contact our Care Centre at *** to confirm his cancellation date and arrangements will be made to recover the rental hardware in his possession
In closing, on behalf of Xplornet we would like to extend our thanks for *** for his patience as we reviewed his concerns and hope he will find this to represent an acceptable arrangement to resolve his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, **16/08/04) */
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's 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 acknowledged 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 we've identified in her 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 monitoring the issue and we can assure *** that we are doing everything within our control to resolve this matter
Unfortunately, we do not currently have a specific timeframe we are able to provide *** for when this issue will be resolved but we can confirm that upgrades are planned to be completed in her area before the end of the yearIn the interim, as *** has noted we have agreed to provide recurring $** service discount and as a gesture of good will we have also applied an additional month credit ($*** tax incl.) to her account
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to work towards making network improvements in her area
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the one month free however I would like an update by end of September on a date for resolution As mentioned it is very difficult to open a Web page I can understand the clauses regarding service speed however if I can't even use the service at all than it is not acceptable If after Sept the service continues to be degraded, I would like to look at additional rebates until service is restored to a level where I can browse websites without issues As well if an upgrade is required than I would like the cost of that to be covered with no locked in contract
Initial Business Response /* (1000, 5, 2017/02/28) */
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 in
the interest of reaching a mutually acceptable resolution we will agree to waive the remainder of her service contract and she will not be responsible for an early cancellation feeAdditionally, we will arrange to have ***'s cancellation backdated to December 13th when we received her initial inquiry
In order to proceed with her account's cancellation, *** would simply need to contact our Care Centre at *** to confirm her request and allow for arrangements to be made for the recovery of her Xplornet rental hardware
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and we hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Am unsure why I had to enlist the Revdex.com's help to get Xplornet to acknowledge their unethical, money-grabbing doctrine but am definitely glad I did!
I just hope Explornet does what they promise Xplornet will send a technician to pitheir equipment in 5-business days They say they are back-dating my account to my original cancellation request date which results in my oweing days worth of their service totalling $*plus taxTold them the bill will be paid in full once I receive it in writing
BIG THUMBS UP TO THE Revdex.com!
Initial Business Response /* (1000, 10, 2016/12/21) */
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 *** was installed on Xplornet's satellite service February 2, His first invoice shows that there was a charge for the first month or service, including a service discount for the first three months, and a one-time activation fee of $***Xplornet covers the cost of a basic installation, as outlined in our terms and conditions available on our website, but depending on the duration of the contract term selected there may be a one-time activation fee associated with the initiation of the account
*** is currently subscribed to the Xplore 10/100GB - UBB package which allows for download speeds up to mbps with 100GB of monthly dataIf *** were to go over his usage, he would not see his speed reduced but would be charged overages of $*/GB every GB used beyond the 100GB included in his packageReview of the account shows that *** had exceeded his usage in April, August, September, and October 2016, and as such incurred additional charges on bills for overages
A representative from Xplornet attempted to reach *** on December 18, 2016, after he had emailed in requesting to cancel, but the number *** that we have listed on the account was not in serviceIf *** is no longer using the services and would like to terminate his Xplornet account, we would ask that he contact us at his earliest convenience in order to complete that processWe are available 24/at *** to best assist!
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and look forward to working with him to determine a satisfactory resolution to his complaint
Sincerely,
***
Initial Business Response /* (1000, 6, 2017/05/09) */
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 service experienceBased on our review we understand she has experienced ongoing difficulties with her home phone service and we apologize for any inconvenience this matter has caused
To this end, while Xplornet would like to continue to work with *** to resolving the issues she's experienced, in good faith we will not seek to hold *** to her service agreementIn the event *** decides to move forward with the cancellation of her account she will not be responsible for an early termination fee and can do so by contacting our Care Centre at ***
In closing, we would again wish to extend our regrets for the difficulties *** has experience and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/10/21) */
Thank you for forwarding the information provided from *** to our attention
Upon receipt of his complaint, review of the account was completed to address the concerns that *** has raised in his complaint to the Revdex.com
The
package that *** subscribed to when first connecting with the Xplornet internet services provided speeds up to mb/s with 10GB of usage per monthAs *** was using the internet beyond the usage provided with the package, he would have experienced degraded speeds of up to 300kbps when the usage threshold was exceededOur records show that *** contacted Xplornet on October 11, 2016, and agreed to upgrade to the next package up which would allow for 25GB of data which would better meet his usage needsA recurring credit of $**/month was applied to the account to match the price that he had been paying previouslyHowever, should *** still be looking to cancel his services with Xplornet, as a show of good faith, we would be willing to waive any termination fees associated with the cancellation his account
In closing, on behalf of Xplornet, I would like to express our apologies 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 Business Response /* (1000, 10, 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 his complaint, Xplornet completed a review of ***'s account history
in light of the concerns he's reported with his service experienceBased on our review, we are prepared to meet the desired resolution he has requested and have instructed our billing department to reverse the $*** early cancellation fee that was billed to his accountOnce his refund request is processed *** should expect to receive his refund with the next 3-business days
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused him and thank him for bringing his concerns to our attentionWe hope in meeting his desired resolution, he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of hardware charges applied upon the termination of his Xplornet accountUpon receipt of *** ***’s complaint, a
thorough review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
In review of the account, Xplornet would agree to waive the hardware fees applied at the time of cancellation to *** ***’s accountA credit of $499.00+taxes has been applied to the account to offset the chargeIf MrHanna has any further questions, comments, or concerns, Xplornet is available 24/7/at*** to assist
In closing, on behalf of Xplornet, I would like to thank *** *** for his patience and understanding as we worked towards determining a satisfactory resolution to his complaint
Sincerely, Xplornet Communications
Initial Business Response /* (**00, 5, 2016/08/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of the
service difficulties he's reported experiencing with his connection speedsBased on our review, technicians have identified that ***'s system is not currently meeting the signal requirements for his service package and have dispatched a work order to address the issueOnce completed we will assess his service experience further and as a gesture of good faith, Xplornet has applied a month service credit ($*** tax incl.) to his account which will be visible on his next month's invoice
With that being said, Xplornet is aware of periods of high traffic volume on the network during peak service periods and acknowledge that during these times ***'s connection speeds may be impactedAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure *** that our network team doing everything within our control to improve the networks performanceIn the interim, *** is receiving a month $** service discount and we will continue to work with him in the interest of addressing his ongoing service concerns
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused and thank him for his patience as we wait for his work order to be competed in the interest of restoring his service to meet the requirements for his service plan
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find their technical description of the signal requirements to be inaccurateThe slow speed (less than mb/s and less) is only during the evening hours when there are other customers using the serviceI tested my internet speed at midnight last night to find that I was achieving speeds of mb/sIf there was an issue with the signal requirements, then I would not achieve appropriate speeds during non peak hours*** *** ***.***
Initial Business Response /* (1000, 10, 2017/02/02) */
Thank you for bringing the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in light of
the concerns she's raised regarding her service package optionsBased on our review, we've identified *** was subscribed to a grandfathered Xplore 'Limited State' package, providing a monthly bandwidth allowance of 100GB which she's indicated is not sufficient for her needs
Through numerous calls to our Care Centre, Xplornet has explained to *** that she is on the highest service package available and made recommendations on how she can manage her usage in the interest of improving her experienceAll Xplornet customers are provided with access to a usage tracker to monitor their bandwidth consumption and email notifications are sent as they approach and reach their monthly bandwidth allowanceIn good faith, we have reset her usage allowance on three separate occasions and have provided her with the option of adding a secondary service at her residence or moving to a usage based billing plan that would not slowdown her connection once her bandwidth allowance was reached
As *** has noted, where we cannot continue to reset her usage when she exceeds her bandwidth allowance, she's agreed to move to our Xplore 5/50GB plan which is the highest usage based billing package currently available at her locationWe have provided *** with a month credit to assist with any usage charges she may incur which is in addition to the $** recurring discount she is currently receiving on her account
While we do not currently have any alternative usage based billing service options available at ***'s location we can assure her we are always in the process of evaluating our service offerings and understand the increasing demand for greater bandwidth allowancesTo this end, we are continuing to invest heavily in our satellite networks having partnered to launch next generation satellite services and look forward to providing *** with details on our future package options as more information becomes available this spring
Sincerely,
Xplornet Communications
Thank you for the additional information provided by *** ***
After further review of *** ***’s account, Xplornet would agree to issue a one month credit to the account in acknowledgement of the issues that *** *** experienced during the month of NovemberA credit of $89+taxes has been applied to the account and will be visible on *** ***’s next invoice
Regarding the additional charges at the time of installation, any charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by XplornetAs such, Xplornet would be unable to refund the amounts paid to *** *** as they were not billed by Xplornet
Xplornet is available 24/7/to best assist and would welcome *** *** to reach out at his earliest convenience to explore repoint options or process a cancellation for him should he remain unsatisfied with the services and the solution that has been provided
In closing, on behalf of Xplornet, I would like to thank *** *** for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint
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 fileOnce 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
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
Im thankful that our years contract is to be removed and shall call to action this
The service is still not perfect but hopefully overtime will be more reliable when the towers are upgraded
Thank you for acting as our mediator
Regards
*** ***
Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for forwarding Mr***'s complaint to our attentionIn response to his concerns, the following is available for review
First, we would like to extend our regrets to Mr*** for the difficulties he's experienced in working with
technical agents from our Care Centre to have his concerns addressedWe appreciate the feedback he has provided on his service experience and apologize for any inconvenience this matter has causedUnfortunately, with 3rd party products such as the integrated home automation system used by Mr***, while Xplornet is committed to providing best effort support for such products, we cannot guarantee how effectively they will work with our servicesHaving said this, we are willing to work with Mr*** further in the interest of ensuring everything has been done to verify there are no issues with his Xplornet system that would be limiting his ability to connect to the application and have arranged for a senior technical representative to assist him directly
Earlier this week our technical representative reached out to offer further assistance to Mr*** after completing a review of his system readings to verify they were all in line with our quality of service standardsBased on his assessment, where the system Mr*** is using relies on a remote access we have recommended that a static ip address be added to his account which will allow him to hardcode his specific ip address to work with his home automation systemAs Mr*** has explained, he will need to have his own technician on site to assist with the static ip set up and we have agreed to follow up with him next Friday morning, *** **th, to confirm arrangements for a predetermined date and time to speak with technicians familiar with his internal network
In the interim, as a sign of good faith, Xplornet has extended a month credit ($**.**) to Mr***'s account and once his static ip address has been applied, we will agree to offset the standard $*.** monthly cost in the form of a recurring discountAdditionally, should we be unable to resolve Mr*** service concern, Xplornet will agree to waive the year contract renewal commitment associated with his service upgrade, allowing him to finalize his account at any time without penalty
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused Mr***, and thank him for his patience as we work to address the issues he has been experiencing with his home automation system
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what has happened to dateI was contacted by a person whom identified themselves as being in corporate affairsThe only thing they agreed to was to set up a follcall (this Friday)To date this issue is very much still open with a solution being 1.) a follcall setting a time to have a senior tech on a conference call with the *** and *** tech folks to resolve the issue and 2.) a call from the CEO (whom I have written to directly) apologizing for his "process of customer service" causing this downtime of months and more than hours of my time on the phone - not getting looked afterCertainly minutes of his time is not too much after having his companies process wasting so much of mine
The response cited in Xplorenet's response is certainly NOT the call I was on
Final Consumer Response /* (4200, 17, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The upgrade was installed in late *** or early ***When I contacted Xplornet about the upgrade, I asked about my home automation system and was told there were no issuesI have subsequently placed more than a dozen calls and in some cases have spent more than three hours on a call with no resolutionWhen calls are elevated to a supervisor, they call leave a voice mail, but I have no way of having a person who understands the problem from the beginning and has the expertize to resolve
Quite frankly even the response to my issues shows a complete lack of respect for a customers time
Measure actions not words, If the measurement of this issue is more than months of frustration where I could not get someone of authority to place a call was to write to the CEO (with no response) and then have to elevate the call to the Revdex.com for assistance
Xplornet has not shown me as a customer any respect when the route cause was poor direction from the initial contact on removing the static IP address and then "stating a new static IP needed to be installed on the router for the new service
Because of this I have spent more than hours of frustrating time - due to Xplornet lack of training to front line help desk people and processes that are not centered around resolving an issue promptly or professionally
Their solution of a free month is ridiculous
There offer of allowing me to move to another company is a sign that - they still don't understand
As a customer I pick and payThat is it
I expect prompt professional serviceDid I get it, no!
When I asked and then demanded, it had to resort to me sending a complaint to the Revdex.com to resolve
Xplornet wasted more that 4o hours and months in not doing their job professionally
My only ask has been to get their CEO on the phone to explain why I was subjected to this level of service
Until he does this issue is not resolved ***
As a consumer I have rights and they have been violatedMy time is as valuable as anyone and I did not give Xplornet the permission to waste mineI await the CEO's call
Final Business Response /* (4000, 15, 2015/09/11) */
Xplornet is aware that Mr*** reported further concerns with his connection on *** *rd after we submitted our most recent response to his complaintFollowing our notification of the issue, after completing troubleshooting with a technician, a work order was dispatched to have installers on site to rectify any further issues Mr*** is experiencing with his Xplornet hardware
The work order was accepted by the dealer on *** *th and arrangements are being made through *** *** to have his service call completedOnce the work order has been serviced, Xplornet will arrange for the senior technical representative from our Customer Care Response Team who has been assisting Mr*** to follow up with him directly to confirm his technical concerns have been addressed
In line with our previous response, a one month credit has been applied to Mr***'s account, along with a recurring credit to offset the monthly $*.** static ip cost that was needed to address issues he was experiencing with connectivity to his 3rd party home automation systemFurthermore, as we have maintained, if Mr*** remains unsatisfied with his service experience for any reason, Xplornet will agree to waive his contract renewal commitment to allow him to finalize his account at any time without penalty
Thank you,
*** ***
Customer Care Response Coordinator
Xplornet Communications Inc
Initial Business Response /* (**00, 5, **16/03/24) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in
light of the difficulties he's reported with his connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank *** for bringing his concerns to our attentionBased on our review we have identified that the network he connect to for service does experience periods of heavy usage which can have an impact on his connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersTo this end, Xplornet's Network Operations and Engineering teams continue to monitor the issue and we can assure *** that we are doing everything within our control to resolve this matter
At this time, while we do not have a specific date to provide *** we can advise upgrades are scheduled to be completed in his area by the end of May 'In the interim, as we continue to work towards addressing the issue, Xplornet has placed a month credit on ***'s account ($***) and will agreed to increase the $** recurring month discount he is receiving to $** as a sign of good faithThe month credit, along with the adjustment to his recurring discount will be noted on his next month's invoice and we will continue to provide him with updates as they are available when contacting our Care Centre
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 towards completing network improvements
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand that during prime time internet speeds will suffer from network congestionUnfortunately, I experience these unusable speeds at all hours of the dayThe most recent phone call to the "customer service" dept was at 1:pm in the afternoon on a weekday, hardly prime time or heavy usage being the middle of the day***
Final Business Response /* (4000, 9, **16/04/05) */
Thank you for forwarding the rebuttal submitted by *** to our attention, in response the following is available for review
Xplornet has acknowledged that we are aware of periods of high traffic being experienced on the tower; specific to the access panel *** connects to for his internet service which can occur at various times of day and as a result his connection speeds can be impactedAs we've previously noted, our Network Operations and Engineering teams are continuing to monitor the situation and we are doing everything within our control to address the issue while awaiting the completion of necessary upgrades in the area
Recognizing that this is a known network issue, Xplornet is providing *** with a recurring month $** discount and have issued a month credit ($***) to his account in compensation for the difficulties he's experienced That being said, we understand that this issue has been a source of frustration for *** and as a further gesture of good will Xplornet will agree to waive the remainder of his year service commitment allowing him to finalize his account without penalty if he remains unsatisfied with his service experience
In closing, Xplornet will continue to keep *** apprised of any further updates on the upcoming upgrades being completed in his area when contacting our Care Centre and we would again wish to extend our apologies for any inconvenience this matter has caused
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 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 her complaint, Xplornet completed an updated review of ***'s account
history in light of her service and cancellation concernsBased on our review, Xplornet was unable to identify any problems with ***'s rental hardware or on our network that would be causing the issues she reported and it was determined the cause was related to her internal network
Xplornet has now received and processed ***'s cancellation request and will agree to provide a month refund in good faithTo this end, a credit of $*** (taxes in) has been applied to ***'s account and will be refunded once her rental hardware has been successfully recovered
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties *** reported experiencing and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 12, 2017/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting $*** for the two payments one in April of $*** and then again the bill I paid $***Both times I indicted I did not want to continue my service!!! And yet again I receive another billingThe practices are disgusting just to continue getting payments!! This is my complaintI want my money back for the lack of service as well as not listening to my request to discontinue my service
Final Business Response /* (4000, 14, 2017/06/19) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet's records reflect that *** initially contacted Xplornet in January to inquire about options for her accountAs no definitive decision was made and *** had explored the option of cancelling the service or suspending, no action was completed on the account pending further contactFurther review demonstrates that the service was continuously used up until the requested date of cancellation in May
While Xplornet feels that the charges issued on ***'s account are valid, the offer to credit the amount of $*** stands and has been applied to the outstanding balance remaining
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties *** reported experiencing and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 16, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for contacting us about your concern and we’re sorry to hear that you’ve experienced some slowdown. As with any Internet service, slowdowns during high usage periods can occur and one of the challenges in your area is that at times, there is high usage from people who are on the same
signal for Internet access Xplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers Currently Xplornet has provided a $monthly discount to make *** service $due to the issues he has been experiencedWe have extended this offer to end on December 31, The credits have been applied due to Xplornet’s acknowledgement of a known issueXplornet feels this to be a fair offer for the issuesXplornet has confirmed that *** service signal is meeting the necessary package standards and we see no issues locally with the equipment on *** propertyOnce again Xplornet extends its apologies for the issues *** has been experiencing and continues to work towards upgrades that will help resolve his concerns
Initial Business Response /* (1000, 10, 2017/09/18) */
*** has called Xplornet advising of service issues on separate occasions
Unfortunately no issues were identified in our first contact on June 25, with *** and the call was dropped for unknown reasonsA call back to
complete troubleshooting was done but Xplornet was unable to make contact and a voicemail was left
Xplornet's second call from *** was on September 13, due to service issues which were explained to *** as being due to being suspended for non-paymentXplornet has not received payment from *** since June 5,
***'s service was suspended on September 1, for non-paymentAt this time Xplornet would normally require an **% one-time payment and a payment arrangement for the remainder in order to reactivate ***'s serviceXplornet would be willing to accept a **% one-time payment and arrangements for the remainder in order to help rectify services as soon as possible
Once service is active and if *** is still experiencing service issues, then we would need to troubleshoot with him in order to ascertain the cause behind these issues as our previous conversations were unable to fully complete troubleshooting
Initial Consumer Rebuttal /* (3000, 12, 2017/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to making a **% paymentI am not paying **% of something that I do not haveWhen they fix the problem I will start paying for the service at that timeI have been hearing numerous other complaints about this companyI am not very happy with this service and their attitude as far a fixing the problem
Final Consumer Response /* (4200, 20, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my offer to only pay for one month
Final Business Response /* (4000, 18, 2017/09/22) */
Xplornet feels it has made its offer of accepting **% in good faith and cannot accept a payment of months' worth of service as this is roughly **% of what *** owes at this timeAs stated previously Xplornet has yet to identify any issues with ***'s connection and will be unable to successfully troubleshoot the issues until it has been reactivatedIf issues are identified Xplornet will compensate for the length of time that these issues were present
Initial Business Response /* (1000, 5, 2016/04/07) */
Thank you for forwarding the information provided by *** to our attention
After receiving notice of his complaint, Xplornet completed a review of ***'s account history and have agreed to meet his desired resolutionIn the
event that *** decides to proceed with the finalization of his account, Xplornet will not charge an early cancellation penalty
On behalf of Xplornet, we would again wish to extend our sincere regrets for any inconvenience this matter has caused and thank *** for his patience while we reviewed his concerns in the interest of reaching an acceptable resolution to his complaint
In closing, we hope *** will find this to represent a satisfactory response and we appreciate the opportunity to have him as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
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
Our
records show that *** contacted Xplornet on October 23,2016, to inquire about terminating her services as she was moving away from the location where her service was installedIn discussion with one of our representatives, *** agreed to put her account on a temporary suspension with the intent to carry on her service at her new location once the move had been completedXplornet's seasonal suspend policy is to allow customers who are traveling, or unable to use their services for a short period of time, to maintain their service package without having to terminate and sign up again once they're ready to establish service againHowever, this suspension of service also suspends the contract as the services are not being used during the suspension periodAs such, ***'s contract was extended from March to June
On behalf of Xplornet, I would like to extend our apologies for any hardship or inconvenience that this matter has caused *** and would like to work with her to determine a satisfactory resolution to her complaintXplornet would be willing to waive any termination costs associated with ending her contract early and backdate the cancellation to October 23, 2016, should *** still desire to cancel her Xplornet servicesThat being said, if *** were to move her services to her new location, a new contract term would need to be agreed upon in order to complete the installation at the new locationIn order to process a cancellation, or to initiate the move request, we would ask that *** contact us at her earliest convenienceWe are available *** to best assist
In closing, on behalf of Xplornet, I would like to thank *** for her patience and understanding as we work towards determining satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/11/03) */
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 in light of
his contract inquiry and the early cancellation policy associated with his service agreementBased on our review, our records reflect that *** agreed to terms on a year service commitment beginning on August 14, in exchange for a reduced one time activation fee and free basic installation, however as a show of good will and in the interest of reaching an acceptable resolution Xplornet is prepared to reduce his early cancellation fee from $** (before tax)
While we hope *** will reconsider ending his service with us, in the event he does proceed with the finalization of his account, he will simply need to contact our Care Centre at *** to confirm his cancellation date and arrangements will be made to recover the rental hardware in his possession
In closing, on behalf of Xplornet we would like to extend our thanks for *** for his patience as we reviewed his concerns and hope he will find this to represent an acceptable arrangement to resolve his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, **16/08/04) */
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's 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 acknowledged 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 we've identified in her 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 monitoring the issue and we can assure *** that we are doing everything within our control to resolve this matter
Unfortunately, we do not currently have a specific timeframe we are able to provide *** for when this issue will be resolved but we can confirm that upgrades are planned to be completed in her area before the end of the yearIn the interim, as *** has noted we have agreed to provide recurring $** service discount and as a gesture of good will we have also applied an additional month credit ($*** tax incl.) to her account
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to work towards making network improvements in her area
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the one month free however I would like an update by end of September on a date for resolution As mentioned it is very difficult to open a Web page I can understand the clauses regarding service speed however if I can't even use the service at all than it is not acceptable If after Sept the service continues to be degraded, I would like to look at additional rebates until service is restored to a level where I can browse websites without issues As well if an upgrade is required than I would like the cost of that to be covered with no locked in contract
Initial Business Response /* (1000, 5, 2017/02/28) */
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 in
the interest of reaching a mutually acceptable resolution we will agree to waive the remainder of her service contract and she will not be responsible for an early cancellation feeAdditionally, we will arrange to have ***'s cancellation backdated to December 13th when we received her initial inquiry
In order to proceed with her account's cancellation, *** would simply need to contact our Care Centre at *** to confirm her request and allow for arrangements to be made for the recovery of her Xplornet rental hardware
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and we hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Am unsure why I had to enlist the Revdex.com's help to get Xplornet to acknowledge their unethical, money-grabbing doctrine but am definitely glad I did!
I just hope Explornet does what they promise Xplornet will send a technician to pitheir equipment in 5-business days They say they are back-dating my account to my original cancellation request date which results in my oweing days worth of their service totalling $*plus taxTold them the bill will be paid in full once I receive it in writing
BIG THUMBS UP TO THE Revdex.com!
Initial Business Response /* (1000, 10, 2016/12/21) */
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 *** was installed on Xplornet's satellite service February 2, His first invoice shows that there was a charge for the first month or service, including a service discount for the first three months, and a one-time activation fee of $***Xplornet covers the cost of a basic installation, as outlined in our terms and conditions available on our website, but depending on the duration of the contract term selected there may be a one-time activation fee associated with the initiation of the account
*** is currently subscribed to the Xplore 10/100GB - UBB package which allows for download speeds up to mbps with 100GB of monthly dataIf *** were to go over his usage, he would not see his speed reduced but would be charged overages of $*/GB every GB used beyond the 100GB included in his packageReview of the account shows that *** had exceeded his usage in April, August, September, and October 2016, and as such incurred additional charges on bills for overages
A representative from Xplornet attempted to reach *** on December 18, 2016, after he had emailed in requesting to cancel, but the number *** that we have listed on the account was not in serviceIf *** is no longer using the services and would like to terminate his Xplornet account, we would ask that he contact us at his earliest convenience in order to complete that processWe are available 24/at *** to best assist!
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and look forward to working with him to determine a satisfactory resolution to his complaint
Sincerely,
***
Initial Business Response /* (1000, 6, 2017/05/09) */
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 service experienceBased on our review we understand she has experienced ongoing difficulties with her home phone service and we apologize for any inconvenience this matter has caused
To this end, while Xplornet would like to continue to work with *** to resolving the issues she's experienced, in good faith we will not seek to hold *** to her service agreementIn the event *** decides to move forward with the cancellation of her account she will not be responsible for an early termination fee and can do so by contacting our Care Centre at ***
In closing, we would again wish to extend our regrets for the difficulties *** has experience and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/10/21) */
Thank you for forwarding the information provided from *** to our attention
Upon receipt of his complaint, review of the account was completed to address the concerns that *** has raised in his complaint to the Revdex.com
The
package that *** subscribed to when first connecting with the Xplornet internet services provided speeds up to mb/s with 10GB of usage per monthAs *** was using the internet beyond the usage provided with the package, he would have experienced degraded speeds of up to 300kbps when the usage threshold was exceededOur records show that *** contacted Xplornet on October 11, 2016, and agreed to upgrade to the next package up which would allow for 25GB of data which would better meet his usage needsA recurring credit of $**/month was applied to the account to match the price that he had been paying previouslyHowever, should *** still be looking to cancel his services with Xplornet, as a show of good faith, we would be willing to waive any termination fees associated with the cancellation his account
In closing, on behalf of Xplornet, I would like to express our apologies 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 Business Response /* (1000, 10, 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 his complaint, Xplornet completed a review of ***'s account history
in light of the concerns he's reported with his service experienceBased on our review, we are prepared to meet the desired resolution he has requested and have instructed our billing department to reverse the $*** early cancellation fee that was billed to his accountOnce his refund request is processed *** should expect to receive his refund with the next 3-business days
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused him and thank him for bringing his concerns to our attentionWe hope in meeting his desired resolution, he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of hardware charges applied upon the termination of his Xplornet accountUpon receipt of *** ***’s complaint, a
thorough review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
In review of the account, Xplornet would agree to waive the hardware fees applied at the time of cancellation to *** ***’s accountA credit of $499.00+taxes has been applied to the account to offset the chargeIf MrHanna has any further questions, comments, or concerns, Xplornet is available 24/7/at*** to assist
In closing, on behalf of Xplornet, I would like to thank *** *** for his patience and understanding as we worked towards determining a satisfactory resolution to his complaint
Sincerely, Xplornet Communications
Initial Business Response /* (**00, 5, 2016/08/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of the
service difficulties he's reported experiencing with his connection speedsBased on our review, technicians have identified that ***'s system is not currently meeting the signal requirements for his service package and have dispatched a work order to address the issueOnce completed we will assess his service experience further and as a gesture of good faith, Xplornet has applied a month service credit ($*** tax incl.) to his account which will be visible on his next month's invoice
With that being said, Xplornet is aware of periods of high traffic volume on the network during peak service periods and acknowledge that during these times ***'s connection speeds may be impactedAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure *** that our network team doing everything within our control to improve the networks performanceIn the interim, *** is receiving a month $** service discount and we will continue to work with him in the interest of addressing his ongoing service concerns
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused and thank him for his patience as we wait for his work order to be competed in the interest of restoring his service to meet the requirements for his service plan
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find their technical description of the signal requirements to be inaccurateThe slow speed (less than mb/s and less) is only during the evening hours when there are other customers using the serviceI tested my internet speed at midnight last night to find that I was achieving speeds of mb/sIf there was an issue with the signal requirements, then I would not achieve appropriate speeds during non peak hours*** *** ***.***
Initial Business Response /* (1000, 10, 2017/02/02) */
Thank you for bringing the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in light of
the concerns she's raised regarding her service package optionsBased on our review, we've identified *** was subscribed to a grandfathered Xplore 'Limited State' package, providing a monthly bandwidth allowance of 100GB which she's indicated is not sufficient for her needs
Through numerous calls to our Care Centre, Xplornet has explained to *** that she is on the highest service package available and made recommendations on how she can manage her usage in the interest of improving her experienceAll Xplornet customers are provided with access to a usage tracker to monitor their bandwidth consumption and email notifications are sent as they approach and reach their monthly bandwidth allowanceIn good faith, we have reset her usage allowance on three separate occasions and have provided her with the option of adding a secondary service at her residence or moving to a usage based billing plan that would not slowdown her connection once her bandwidth allowance was reached
As *** has noted, where we cannot continue to reset her usage when she exceeds her bandwidth allowance, she's agreed to move to our Xplore 5/50GB plan which is the highest usage based billing package currently available at her locationWe have provided *** with a month credit to assist with any usage charges she may incur which is in addition to the $** recurring discount she is currently receiving on her account
While we do not currently have any alternative usage based billing service options available at ***'s location we can assure her we are always in the process of evaluating our service offerings and understand the increasing demand for greater bandwidth allowancesTo this end, we are continuing to invest heavily in our satellite networks having partnered to launch next generation satellite services and look forward to providing *** with details on our future package options as more information becomes available this spring
Sincerely,
Xplornet Communications