Initial Business Response /* (1000, 7, 2016/08/03) */
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 ***'s account in light
of the concerns he's raised relating to his refund status following his decision to finalize his account within his initial day money back guarantee periodBased on our review, we recognize *** was unsatisfied with his service experience and where he cancelled his service within his initial days a refund has been issued to reimburse him for his internet service charges
In line with our day money back guarantee policy, his account was credited for the internet service charges he was billed and a refund request was sent to our billing departmentUnfortunately, as we have explained to *** and his ***, where no pre-authorized payment method was provided and his payment was facilitated through an online banking transfer we were unable to issue the refund directly to his bank accountTo this end, our billing department requested ***'s refund be issued by cheque on July 12th and have advised that he should expect to receive his refund within the next 4-weeks
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 9, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need to make this man wait 4-weeks for a check supposedly sent in the mail Xplorenet demanded the payment immediately which they received Now they are making him wait 4-weeks?? *** I asked them to cancel the check and send a check by courier which would have been here weeks ago but the company refused *** Xplorenet stated they sent the check on July 12th as to this day it is not received This is August 4th***
Final Business Response /* (4000, 12, 2016/08/16) */
Thank you for forwarding the rebuttal submitted by *** to our attention
In the interest of reaching a resolution to this matter, Xplornet has made arrangements with our billing department to have a new cheque issued for ***'s refund which is being sent through Xpresspost*** should expect to receive his refund within the next 3-business days and we would again wish to extend our apologies for any inconvenience this matter has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4200, 14, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of August 17th I have still not received any money as promised! *** Please retrieve my money for me This was done on June 8th and was told they mailed the check out on July 12th which I have not received
Initial Business Response /* (1000, 5, 2016/01/21) */
Thank you for forwarding the information submitted by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
to investigate the difficulties he's reported with his connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network *** connects to for service does experience periods of heavy usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is investigating the issue and we can assure *** that we are doing everything within our control to resolve this matter
Presently, where Xplornet does not have a specific timeframe for when this issue will be resolved *** has accepted a recurring $** monthly service discount for the next six monthsHowever, in the interest of reaching an acceptable resolution if *** remains unsatisfied with his service experience, Xplornet will agree to waive the remainder of contract term and place him on a month to month commitment allowing him to finalize his account at any time without an early cancellation fee
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue our investigation and work toward improving his overall service experience
Sincerely,
Xplornet Communications Inc
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 history in light of the service concerns she’s reportedFirst and foremost, we would like to extend our apologies to *** *** for the difficulties she reported and any inconvenience this matter has causedWhile a technical review of her account did not identify any service related issues with her connection that would result in her location being deemed unserviceable in order to waive her service agreement, in the interest of reaching a mutually acceptable resolution, Xplornet will reduce her early cancellation fee from $to $(before tax) as a show of good faithIn closing, on behalf of Xplornet I would further like to extend our thanks to *** *** for her time as a valued customer and hope she will find this to represent an acceptable proposal to resolve her complaintSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/08) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of ***'s complaint, Xplornet completed a review of his account in light
of the service concerns he's reportedBased on our review, we recognize *** has reported ongoing difficulties with his connection and sincerely regret any inconvenience this issue has caused him
At the time of his submission, Xplornet had made arrangements to have the installer sent back out to ***'s residence to address an issue a technician identified with his signal that required his receiver to be realigned and have issued a one month credit to his account to offset his recent service chargesThe work order was completed on ***h at which time the installer was able to successfully realign his system to an alternate service tower with greater signal stability and performance based on the testing completed on siteIn completing the work order we are confident that ***'s service experience has improved however if the issue persists, we would encourage him to reach out to our Care Centre *** to have a technician reassess his connection
In closing, Xplornet would again wish to extend our regrets to *** for his inconvenience and thank him for his patience as we worked to address the concerns raised in his complaintWe hope he will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (4200, 12, 2016/01/20) */
***
Lots of talk but I barely have internet service or exceptionally slow internet service, contrary to what I contracted Xplornet is not completing their end of the contract by, in spite of my frequent calls for assistance,regularly providing no speed or speeds so slow I can't operate Their regular speeds are approximately 0.97MBPS download and 0.18MBPS upload, when I contracted and am paying for an download speed of up to 5MBPS I have NEVER received 5MBPS download, ever At the best, and only for a short period of time have I had 4.85MBPS, absolute best I need constant continued service, not sporadic service that nobody can seem to repair***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I disagree that they couldn't contact meAlso they still owe me $***and have owed it to me monthsThanks for your help Revdex.com
Initial Business Response /* (1000, 5, 2016/04/08) */
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 billing concerns he's raised following the cancellation of his accountBased on our review, we have confirmed that no further charges have been taken from his account following his cancellationAs we received the request to finalize his account on the first day of his monthly bill cycle he did received an invoice for his next month's service charges however these charges were prorated back to the date of his cancellation and he would not be responsible for any further charges
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any confusion that this matter has caused and thank him for his patience as we investigated his concernsWe hope he will find this to represent an acceptable response and appreciate his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 6, 2016/11/24) */
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 ***'s account in light of the
concerns she has reported with her hardware recovery and refund for the credit balance remaining on her accountFirst, we would like thank *** for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardware
In good faith, Xplornet requested our billing department arrange for her refund to be issued while arrangements are made to complete her hardware recoveryTo this end, we have confirmed that ***'s refund was processed on November 22nd and she should expect to see the funds deposited back to her bank account shortly
In closing, on behalf of Xplornet we would further like to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2016/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have taken positive action to resolve this issue quickly The equipment will be picked up today further to a confirmation call I received yesterday I appreciate the company's quick response to this issue and hopefully they will follow through for other customers in the future in regards to follof work orders Thank you very much for your help in resolving this issue quickly
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
in light of the concerns he's raised relating to his recent service performanceBased on our assessment, we have confirmed that our Network Operations team has identified and is actively investigating an issue with higher than traffic volume during peak usage periods on the Fixed Wireless tower *** connects to for service and are working towards a resolution to address the issue
At this time where our investigation is ongoing we do not have an estimated time frame on when the issue will be rectified, however we can assure *** that we are working diligently to improve network performance and are committed to providing a fast and reliable service experience for our customersTo this end, as a sign of good faith we have applied a month credit to ***'s account in addition to the $** recurring discount we have previously agreed to provide after speaking with the account holder and we will continue to provide updates as they are available when contacting our Care Centre
In closing, we would like to extend our regrets to *** for any inconvenience this issue has caused and thank him for his patience as we work to address the concerns he's reported with his service experience
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the credit and response but the issue has not been addressed for over a month and has plagued many other towers as well for a long timeThis problem needs to be resolved
Final Business Response /* (4000, 9, 2016/01/15) */
Thank you for forwarding the rebuttal submitted by ***In response, the following is available for review
We recognize this matter has been a source of frustration for *** and share his desire for this issue to be resolved as quickly as possibleRegrettably, we do not have an update on when the issue may be resolved, but would reiterate we are working diligently to improve network performance and will continue to provide *** updates as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to *** for his inconvenience and appreciate his patience as we continue to work towards a resolution to address his concernsWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
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, 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
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on her Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
First and foremost, Xplornet would like to extend its apologies to *** *** for the negative customer service experience she received when talking to our support staffXplornet prides itself on being customer first and *** ***’s feedback is much appreciated and will be actioned accordingly
In review of the account, Xplornet would agree to waive the termination fees applied at the time of cancellation to *** ***’s accountA credit of $450.00+taxes has been applied to the account to offset the chargeIf *** *** 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 her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely, Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12553186, and find that this resolution is satisfactory to me
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 /* (1000, 5, 2016/09/01) */
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
concerns he reported following the recent servicing of his work orderFirst, we would like to extend our apologies for the difficulties *** experienced along with our regrets for any impact his loss of service had ***
Based on our review we've identified that following the completion of his initial work order a secondary issue with his rental system's power supply/modem was reported and required they be replacedA new work order was issued on August 16th and after speaking with a supervisor on August 19th & 23rd Xplornet agreed to cover ***'s repair costs along with any possible mileage charges while working to expedite his service call
The modem and power supply were replaced on August 24th and the supervisor handling his case was able to confirm his service was restored after following up August 25thIn light of the difficulties he experienced, Xplornet has subsequently placed a month credit of *** (tax incl.) on ***'s account which will be visible on his next month's invoice
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter caused and thank *** for his patience as we worked to restore his connection
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for forwarding the information provided by ***
Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Xplornet has
reviewed ***'s satellite connection and have determined that his signal well exceeds the requirements for the service package that he subscribes toWhile *** signal to the satellite is sufficient to support the service, Xplornet does acknowledge that the beam he connects to does experience some degradation during periods of higher utilization on the network where it is a shared serviceAs such, a recurring credit of $**/month had been applied to the account in acknowledgement of the known issue on the satellite
Review of the usage history on ***'s account also shows that over the past months he has exceeded his monthly usage amount of 50GB several timesWith the package that *** subscribes to, Xplornet has traffic management policies in place to reduce connection speeds to up to kbps when a customer has exceeded their bandwidth allotment for the monthThis is likely contributing to the speed concerns of which *** has referenced in his complaint
At this time, Xplornet would be prepared to offer *** the next package up at the price that he is currently paying for the next months should he be interested in upgrading to have more usage to prevent exceeding his monthly bandwidth allowanceThis package would allow for the same connection speeds he has now with 75GB of monthly data instead of 50GBIf *** is interested in making this change we would just ask that he contact us at *** at his earliest convenience to discuss making the changeWe are available 24/to best assist and case # *** can be referenced in regards to the price reduction on the planPlease note, after the month period, the price would return to the regular rate of $***/monthIf *** is not interested in upgrading his package and still remains unsatisfied with his satellite services, *** is no longer under contract and there would be no penalty to terminate his services with Xplornet
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint
Initial Consumer Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their responseWithin the six months hopefully the other satellite that is being launched mid December will be ready to goI am on a list to be moved to the new satellite
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have received the refund.
Thank you
I am rejecting this response because:
The issue started in October, I was billed the full amount of $and then again this amount for November. This month I received a bill on Dec 3, for $with a discount for $Nowhere has a discount of $been applied to my accountThat amount is equal to months of the full monthly billI have had days of uninterrupted service right now so I hope this continues going forwardShould I see an actual discount of the stated amount, I will agree with this issue being resolved
Thank you for forwarding the information provided by *** *** to our attention
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a result of difficulties associated with the termination of his account and subsequent termination fees applied upon the cancellation
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in his complaint
In review of *** ***’s account, Xplornet would agree to waive *** ***’s termination fees due to the difficulties he experienced with his Xplornet services. A credit of $225+taxes has been applied to the account to offset the charges appliedIf *** *** has any questions, comments, or concerns, Xplornet is available 24/7/to best assist at ***
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/12/21) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light
of the concerns he's raised surrounding charges he was billed following the temporary suspension of his services
Based on our review, we recognize an error was made in completing ***'s service suspension that resulted in his account being billed at his full monthly service rate and for this we apologizeOn December 13th our billing department completed a refund for the incorrect charges and *** should now be in receipt of the returned funds
In closing, on behalf of Xplornet we would like to further extend our apologies for any inconvenience this matter caused *** and thank him for his patience as we investigated his concerns in the interest of reaching a resolution
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 9, 2016/01/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of her complaint, Xplornet has completed a review of ***'s account in light
of the recent service concerns she has reported with her connection speedsFirst, we would like to extend our apologies for any frustration this issue has caused *** and thank her for bringing this matter to our attentionBased on the nature of the issue, Xplornet has escalated her concerns to our Network team for review
Presently, our Network team has confirmed that no adjustments were made on the tower to reorient or lower the access panel *** connects to for service, and after troubleshooting and monitoring her connection we have ruled out any associated problems with her rental hardware or service signal as the cause of the issueDuring the course of our investigation, Xplornet's Vice President of Marketing has been in close contact with *** to keep her updated on any developments as they become available
To this end, to further our investigation Xplornet will be sending representatives from our Field Operations team to the area next weekOnce they have completed their assessment, we have committed to follow up with *** to provide an update on our findings and review her ongoing service experience
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to investigation the service concerns she has reported
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 7, 2016/08/03) */
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 ***'s account in light
of the concerns he's raised relating to his refund status following his decision to finalize his account within his initial day money back guarantee periodBased on our review, we recognize *** was unsatisfied with his service experience and where he cancelled his service within his initial days a refund has been issued to reimburse him for his internet service charges
In line with our day money back guarantee policy, his account was credited for the internet service charges he was billed and a refund request was sent to our billing departmentUnfortunately, as we have explained to *** and his ***, where no pre-authorized payment method was provided and his payment was facilitated through an online banking transfer we were unable to issue the refund directly to his bank accountTo this end, our billing department requested ***'s refund be issued by cheque on July 12th and have advised that he should expect to receive his refund within the next 4-weeks
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 9, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need to make this man wait 4-weeks for a check supposedly sent in the mail Xplorenet demanded the payment immediately which they received Now they are making him wait 4-weeks?? *** I asked them to cancel the check and send a check by courier which would have been here weeks ago but the company refused *** Xplorenet stated they sent the check on July 12th as to this day it is not received This is August 4th***
Final Business Response /* (4000, 12, 2016/08/16) */
Thank you for forwarding the rebuttal submitted by *** to our attention
In the interest of reaching a resolution to this matter, Xplornet has made arrangements with our billing department to have a new cheque issued for ***'s refund which is being sent through Xpresspost*** should expect to receive his refund within the next 3-business days and we would again wish to extend our apologies for any inconvenience this matter has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4200, 14, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of August 17th I have still not received any money as promised! *** Please retrieve my money for me This was done on June 8th and was told they mailed the check out on July 12th which I have not received
Initial Business Response /* (1000, 5, 2016/01/21) */
Thank you for forwarding the information submitted by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
to investigate the difficulties he's reported with his connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network *** connects to for service does experience periods of heavy usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is investigating the issue and we can assure *** that we are doing everything within our control to resolve this matter
Presently, where Xplornet does not have a specific timeframe for when this issue will be resolved *** has accepted a recurring $** monthly service discount for the next six monthsHowever, in the interest of reaching an acceptable resolution if *** remains unsatisfied with his service experience, Xplornet will agree to waive the remainder of contract term and place him on a month to month commitment allowing him to finalize his account at any time without an early cancellation fee
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue our investigation and work toward improving his overall service experience
Sincerely,
Xplornet Communications Inc
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 history in light of the service concerns she’s reportedFirst and foremost, we would like to extend our apologies to *** *** for the difficulties she reported and any inconvenience this matter has causedWhile a technical review of her account did not identify any service related issues with her connection that would result in her location being deemed unserviceable in order to waive her service agreement, in the interest of reaching a mutually acceptable resolution, Xplornet will reduce her early cancellation fee from $to $(before tax) as a show of good faithIn closing, on behalf of Xplornet I would further like to extend our thanks to *** *** for her time as a valued customer and hope she will find this to represent an acceptable proposal to resolve her complaintSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/08) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of ***'s complaint, Xplornet completed a review of his account in light
of the service concerns he's reportedBased on our review, we recognize *** has reported ongoing difficulties with his connection and sincerely regret any inconvenience this issue has caused him
At the time of his submission, Xplornet had made arrangements to have the installer sent back out to ***'s residence to address an issue a technician identified with his signal that required his receiver to be realigned and have issued a one month credit to his account to offset his recent service chargesThe work order was completed on ***h at which time the installer was able to successfully realign his system to an alternate service tower with greater signal stability and performance based on the testing completed on siteIn completing the work order we are confident that ***'s service experience has improved however if the issue persists, we would encourage him to reach out to our Care Centre *** to have a technician reassess his connection
In closing, Xplornet would again wish to extend our regrets to *** for his inconvenience and thank him for his patience as we worked to address the concerns raised in his complaintWe hope he will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (4200, 12, 2016/01/20) */
***
Lots of talk but I barely have internet service or exceptionally slow internet service, contrary to what I contracted Xplornet is not completing their end of the contract by, in spite of my frequent calls for assistance,regularly providing no speed or speeds so slow I can't operate Their regular speeds are approximately 0.97MBPS download and 0.18MBPS upload, when I contracted and am paying for an download speed of up to 5MBPS I have NEVER received 5MBPS download, ever At the best, and only for a short period of time have I had 4.85MBPS, absolute best I need constant continued service, not sporadic service that nobody can seem to repair***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I disagree that they couldn't contact meAlso they still owe me $***and have owed it to me monthsThanks for your help Revdex.com
Initial Business Response /* (1000, 5, 2016/04/08) */
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 billing concerns he's raised following the cancellation of his accountBased on our review, we have confirmed that no further charges have been taken from his account following his cancellationAs we received the request to finalize his account on the first day of his monthly bill cycle he did received an invoice for his next month's service charges however these charges were prorated back to the date of his cancellation and he would not be responsible for any further charges
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any confusion that this matter has caused and thank him for his patience as we investigated his concernsWe hope he will find this to represent an acceptable response and appreciate his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 6, 2016/11/24) */
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 ***'s account in light of the
concerns she has reported with her hardware recovery and refund for the credit balance remaining on her accountFirst, we would like thank *** for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardware
In good faith, Xplornet requested our billing department arrange for her refund to be issued while arrangements are made to complete her hardware recoveryTo this end, we have confirmed that ***'s refund was processed on November 22nd and she should expect to see the funds deposited back to her bank account shortly
In closing, on behalf of Xplornet we would further like to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2016/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have taken positive action to resolve this issue quickly The equipment will be picked up today further to a confirmation call I received yesterday I appreciate the company's quick response to this issue and hopefully they will follow through for other customers in the future in regards to follof work orders Thank you very much for your help in resolving this issue quickly
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
in light of the concerns he's raised relating to his recent service performanceBased on our assessment, we have confirmed that our Network Operations team has identified and is actively investigating an issue with higher than traffic volume during peak usage periods on the Fixed Wireless tower *** connects to for service and are working towards a resolution to address the issue
At this time where our investigation is ongoing we do not have an estimated time frame on when the issue will be rectified, however we can assure *** that we are working diligently to improve network performance and are committed to providing a fast and reliable service experience for our customersTo this end, as a sign of good faith we have applied a month credit to ***'s account in addition to the $** recurring discount we have previously agreed to provide after speaking with the account holder and we will continue to provide updates as they are available when contacting our Care Centre
In closing, we would like to extend our regrets to *** for any inconvenience this issue has caused and thank him for his patience as we work to address the concerns he's reported with his service experience
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the credit and response but the issue has not been addressed for over a month and has plagued many other towers as well for a long timeThis problem needs to be resolved
Final Business Response /* (4000, 9, 2016/01/15) */
Thank you for forwarding the rebuttal submitted by ***In response, the following is available for review
We recognize this matter has been a source of frustration for *** and share his desire for this issue to be resolved as quickly as possibleRegrettably, we do not have an update on when the issue may be resolved, but would reiterate we are working diligently to improve network performance and will continue to provide *** updates as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to *** for his inconvenience and appreciate his patience as we continue to work towards a resolution to address his concernsWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
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, 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
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on her Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
First and foremost, Xplornet would like to extend its apologies to *** *** for the negative customer service experience she received when talking to our support staffXplornet prides itself on being customer first and *** ***’s feedback is much appreciated and will be actioned accordingly
In review of the account, Xplornet would agree to waive the termination fees applied at the time of cancellation to *** ***’s accountA credit of $450.00+taxes has been applied to the account to offset the chargeIf *** *** 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 her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely, Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12553186, and find that this resolution is satisfactory to me
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 /* (1000, 5, 2016/09/01) */
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
concerns he reported following the recent servicing of his work orderFirst, we would like to extend our apologies for the difficulties *** experienced along with our regrets for any impact his loss of service had ***
Based on our review we've identified that following the completion of his initial work order a secondary issue with his rental system's power supply/modem was reported and required they be replacedA new work order was issued on August 16th and after speaking with a supervisor on August 19th & 23rd Xplornet agreed to cover ***'s repair costs along with any possible mileage charges while working to expedite his service call
The modem and power supply were replaced on August 24th and the supervisor handling his case was able to confirm his service was restored after following up August 25thIn light of the difficulties he experienced, Xplornet has subsequently placed a month credit of *** (tax incl.) on ***'s account which will be visible on his next month's invoice
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter caused and thank *** for his patience as we worked to restore his connection
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for forwarding the information provided by ***
Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Xplornet has
reviewed ***'s satellite connection and have determined that his signal well exceeds the requirements for the service package that he subscribes toWhile *** signal to the satellite is sufficient to support the service, Xplornet does acknowledge that the beam he connects to does experience some degradation during periods of higher utilization on the network where it is a shared serviceAs such, a recurring credit of $**/month had been applied to the account in acknowledgement of the known issue on the satellite
Review of the usage history on ***'s account also shows that over the past months he has exceeded his monthly usage amount of 50GB several timesWith the package that *** subscribes to, Xplornet has traffic management policies in place to reduce connection speeds to up to kbps when a customer has exceeded their bandwidth allotment for the monthThis is likely contributing to the speed concerns of which *** has referenced in his complaint
At this time, Xplornet would be prepared to offer *** the next package up at the price that he is currently paying for the next months should he be interested in upgrading to have more usage to prevent exceeding his monthly bandwidth allowanceThis package would allow for the same connection speeds he has now with 75GB of monthly data instead of 50GBIf *** is interested in making this change we would just ask that he contact us at *** at his earliest convenience to discuss making the changeWe are available 24/to best assist and case # *** can be referenced in regards to the price reduction on the planPlease note, after the month period, the price would return to the regular rate of $***/monthIf *** is not interested in upgrading his package and still remains unsatisfied with his satellite services, *** is no longer under contract and there would be no penalty to terminate his services with Xplornet
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint
Initial Consumer Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their responseWithin the six months hopefully the other satellite that is being launched mid December will be ready to goI am on a list to be moved to the new satellite
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have received the refund.
Thank you
I am rejecting this response because:
The issue started in October, I was billed the full amount of $and then again this amount for November. This month I received a bill on Dec 3, for $with a discount for $Nowhere has a discount of $been applied to my accountThat amount is equal to months of the full monthly billI have had days of uninterrupted service right now so I hope this continues going forwardShould I see an actual discount of the stated amount, I will agree with this issue being resolved
Thank you for forwarding the information provided by *** *** to our attention
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a result of difficulties associated with the termination of his account and subsequent termination fees applied upon the cancellation
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in his complaint
In review of *** ***’s account, Xplornet would agree to waive *** ***’s termination fees due to the difficulties he experienced with his Xplornet services. A credit of $225+taxes has been applied to the account to offset the charges appliedIf *** *** has any questions, comments, or concerns, Xplornet is available 24/7/to best assist at ***
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/12/21) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light
of the concerns he's raised surrounding charges he was billed following the temporary suspension of his services
Based on our review, we recognize an error was made in completing ***'s service suspension that resulted in his account being billed at his full monthly service rate and for this we apologizeOn December 13th our billing department completed a refund for the incorrect charges and *** should now be in receipt of the returned funds
In closing, on behalf of Xplornet we would like to further extend our apologies for any inconvenience this matter caused *** and thank him for his patience as we investigated his concerns in the interest of reaching a resolution
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 9, 2016/01/15) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of her complaint, Xplornet has completed a review of ***'s account in light
of the recent service concerns she has reported with her connection speedsFirst, we would like to extend our apologies for any frustration this issue has caused *** and thank her for bringing this matter to our attentionBased on the nature of the issue, Xplornet has escalated her concerns to our Network team for review
Presently, our Network team has confirmed that no adjustments were made on the tower to reorient or lower the access panel *** connects to for service, and after troubleshooting and monitoring her connection we have ruled out any associated problems with her rental hardware or service signal as the cause of the issueDuring the course of our investigation, Xplornet's Vice President of Marketing has been in close contact with *** to keep her updated on any developments as they become available
To this end, to further our investigation Xplornet will be sending representatives from our Field Operations team to the area next weekOnce they have completed their assessment, we have committed to follow up with *** to provide an update on our findings and review her ongoing service experience
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we continue to investigation the service concerns she has reported
Sincerely,
Xplornet Communications Inc