Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of *** ***’s account history in light of the concerns he’s reported with the recovery of our
rental hardware and subsequent chargesBased on our review, while the dealer initially tasked with the recovery of the equipment reported they were unable to contact *** *** as we were able to reach him directly an updated work order was issuedXplornet has now confirmed the completion of *** ***’s hardware recovery and a $*** (before tax) credit to reverse his hardware charges has been applied to his accountOur billing department is currently processing an update final invoice to reflect the adjustment which *** *** should expect to receive within the next 3-business days.In closing, Xplornet would like to extend our apologies to *** *** for any inconvenience this matter caused and thank him for his patience as we reviewed his complaintWe hope he will find this to represent an acceptable response Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/02/05) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to her service experienceBased on our review we've identified that since being converted to our LTE network on *** notified us of an issue with her connection on *** at which time the technician she spoke with was able to identify that her service signal had degraded and she was no longer meeting the requirements for her service package
Having identified that her signal was not meeting the quality guidelines for her package, the signal level she was able to attain at the time of her installation was reviewed and we confirmed she had originally met all the requirements for service on our LTE-packageWhile we have acknowledged we are investigating peak time performance issues on the network which can impact connection speeds during periods of heavy use on the network, this would not have resulted in the degradation of her service signal which suggests her receiver may need to be realigned for optimal performanceTo this end, *** was provided the option of having a work order issued to realign her receiver to improve her signal or to downgrade her package to a lower level service plan more in line with her current signal strength
*** requested to downgrade her package to our LTE-plan at a lower monthly rate and where she had been unable to bypass her 3rd party router during troubleshooting, it was recommended that she call back once she was able to do so to allow our technicians an opportunity to troubleshoot her connection directlyHaving said this, we recognize *** has been a loyal Xplornet subscriber in good standing, as a sign of good faith we have extended a $*** credit to her account to offset the difference in pricing between her current LTE-package and her original LTE-plan
***
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2017/07/07) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has completed a review of the Owens' account history following the receipt of their complaint, in
light of the concerns he's raised surrounding their recent service conversion and contract renewal
Based on our review, we will not seek to hold the Owens to their contract renewal and they will not be responsible for an early cancellation feeTo this end, we have instructed our billing department to reverse the charge and an updated final invoice will be issued to reflect the adjustment that has been made to their account
In conclusion, Xplornet hopes the Owens will find this to represent an acceptable resolution and extend our thanks for their time as valued customers
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Absolutely perfect resolution and will indeed re contract with xplornet in the future if services are needed
Thank you for your time and patience in this matter
Initial Business Response /* (1000, 6, 2017/09/19) */
Thank you for forwarding the information provided by ***
Upon receipt of ***'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com
Our records show
that *** spoke with an Xplornet supervisor on September 14, In discussion with the Xplornet representative, *** was offered a one year term with no cost to upgrade to the new serviceThe package *** was offered includes speeds up to Mbps down and up to Mbps up for $***/month *** accepted this offer and a work order was dispatched to a local service technician to come out and complete the service order
At this juncture, where ***'s desired resolution has been met, Xplornet would consider the matter to be resolvedIf *** has any other questions, comments, or concerns, we are available 24/7/at *** to best assist
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2017/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is what I was offered in the first place but the company then reneged on their offerThey have now re-accepted the deal thanks to the help of the Revdex.com -I surmise!
Initial Business Response /* (1000, 5, 2016/09/23) */
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
the concerns he's raised relating to the consistency of his connection speedsBased on our review we have identified that the network he connects to for service experiences periods of high usage volume which can have an impact on his connection based on the shared access nature of our service
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize as a known issue in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, we would like to reassure *** that our Network and Engineering teams are working to address the issue and continue to do everything within our control to improve the network's performance
Regrettably, we do not presently have a timeframe we can provide *** for when this issue will be rectified but in the interim as a sign of good faith we have placed a month credit of $*** (taxes incl.) on his account along with a recurring $** monthly discount which he will continue to receive until the issue has been resolved *** also maintains the option of downgrading to a lower service plan if he finds it to be more in line with the speeds he is receiving and if he remains unsatisfied with his ongoing experience he is under no obligation to maintain the service
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we continue to work towards improving the service experience in his area
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 12, 2016/10/11) */
I have been very busy with pre moving and trying to settle into a new jobOnly gave your email a cursory glanceI would like to thank you for your effort in this matterI would like to state for the record that the matter is not satisfactorily resolvedI still have a contract I can not get out of coupled with a basically useless internetYou did manage to get a typical company fluff reply out of themI wish I had never filed the complaint as my internet is now worse than everCall me a nut job but I used to be able to tell when the net was going to be uselessIt is now unusable pretty much all dayThe current time is 15:mountain and my speed is uselessI should have it back around midnightFunny that when I first signed on there were no problems with the speedIt would drop during peak hours but only to aprx 10MbpsStill a useable speedDuring the time it has taken me to type this I still do not have a result for my speed testStill waiting 15:15:finally done1.3MbpsAbout 1/20th the speed I am paying forI log all of my results with the server so this is not anecdotal evidenceI understand that your organization is basically a paper tiger but thank you for at least tryingI will be moving next year and a main cause is xplornetI have a ton of online training that must be completed every month in order for me to maintain my certification and the internet is the way it is doneWhile I am a valuable employee, the company is not going to send me out to *** or times a month for trainingThis is done through virtual school and xplornet is directly effecting my ability to make a living through their blatant liesI guess that until I form a company big enough to hire lobbyist's that will allow me to legally rob people (***.) I will have to come to peace with the fact that there is nothing that can be done and I will effectively have been robbed of $***
The only thing I can state is that I do not want a resolved satisfactorily put on this case
Again thank you for at least trying
***
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the account shows that no contact was established by *** *** to inquire about cancelling his services until March 9, That being said, in acknowledgement of *** ***’s concerns, Xplornet reviewed the readings from his modem and noted that usage was not reported further than January 10, In the interest of resolving *** ***’s complaint, Xplornet would agree to backdate *** ***’s cancellation date to January 10,
A credit of $208.19+taxes was applied to *** ***’s account to offset the balance on fileHowever, as *** *** was under contract until May 9, 2018, termination fees of $99.19+taxes would apply to the accountThe balance on the account has been updated to reflect the new balance and a new invoice will be dropped finalizing the cancellation and the credits
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.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 6, 2016/01/22) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint Xplornet completed a review of ***'s account history in
light of the concerns he's raised relating to recent usage charges he was billedBased on our records, *** accepted a year service agreement as part of a conversion to our High Throughput Viasat satellite service in November 2014, selecting a package that included a monthly bandwidth allowance of 80GB ($2/GB thereafter) on a usage based billing service plan
In reviewing the usage history on his account; available to customers through the usage tracker provided through our customer portal at myxplornet.com, our records reflect that while ***'s account has frequently exceeded his monthly bandwidth allowance he had not been billed overage charges or received a usage notifications until November 'To this end, we investigated the issue and after verifying that the usage being reported by his modem was correct, we were able to confirm that there was an issue with how his account was flagged within our system that we identified and corrected in November ' Once corrected, appropriate notifications began being sent in line with his service package to advise *** as he approached (80%), reached (100%) and exceeded (120%) his monthly bandwidth allowance, noting he would be billed for additional usage
Having said this, recognizing that while *** was provided the option to monitor his usage through our customer portal, where he had not been previously billed for overages and was not receiving notifications relating to his usage prior to November '15, in good faith, Xplornet will agree to reverse the recent usage charges billed to his accountTo this end, we have applied two separate credits to his account, $***, respectively and as a further gesture of good will we will agree to waive any usage charges billed on his upcoming monthly invoice
Moving forward, Xplornet has issued a work order to convert *** to our LTE Fixed Wireless network however if he is unable to attain acceptable signal and remains on his current service package he will be responsible for overage charges if he continues to exceed his monthly bandwidth allowance If he does not wish to be billed overage charges, we would encourage him to contact our Care Centre at *** to discuss alternative "Limited State" package options
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we investigated the concerns he's raisedWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Revdex.com,
Thank you so much for your help up to this point
There are a few issues though
#They have sent me a new invoice, it does not have the 'overage' removed from the most recent month like they claimed
#I have called and asked to be placed on limited state and was told that I cannot be
#Despite insuring me that I would be able to get the LTE service, when the technician arrived on Friday; he found I was unable to get signalHe advised that it will require a foot tower mounted on my roof and that Xplornet has been known to cover the cost of these and that I should pursue them covering the cost of the tower so I can upgrade to the LTEIf possible, I'd like the Revdex.com to try and arrange this with them
#I've been told about better billing plans than the one I am on being made available or potential discountsBeing on the LTE would solve this, but I still would really like some help resolving this
If the Revdex.com can help sort this out, especially trying to get them to do the tower installation, that would solve all my foreseeable problems for the long term and beyond while also insuring I have access to the same service as most customers and consumers in***
Thanks
Final Consumer Response /* (3000, 17, 2016/02/17) */
Xplornet has still not credited the accounts for the amounts noted on the most recent invoice and the billing makes absolutely no sense
My internet has also been non-responsive for several days, making it so I could not reply to this case
Final Business Response /* (4000, 19, 2016/02/24) */
Thank you for forwarding the additional information submitted by *** to our attention
Xplornet credited ***'s account on February 1st for the $*** overage charge he was billed on his January 29th service invoice and as noted in our previous response this credit will be reflected on his next service invoice on February 29thHis current invoice notes the credits we have applied to offset the previous overage charges he was billed in November/December '15,*** respectively
With respect to his recent service concerns, Xplornet had a senior technical representative review ***'s system readings and verify that his connection was online and meeting all the requirements for his service packageAs we have been unable to identify any problems with his connection based on his current system readings, we would encourage *** to contact our Care Centre at*** if the issue persists to allow a technician an opportunity to diagnose any potential problems with his service
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/05/19) */
Thank you for forwarding the feedback 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 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 *** for the feedback she's providedBased on our review, we have acknowledged that the network she connects to for service does experience periods of heavy usage which can have an impact on her connection speeds
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in her areaWhile our 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 can assure *** that we take her concerns seriously and our Network team is doing everything within their control to resolve the issue
To this end, while we do not have a specific timeframe for when the issue will resolved; in the interim Xplornet has placed an additional month credit ($*** before tax) on ***' account and have increased the recurring monthly service discount she is receiving in relation to this issue from $* to $**Further to this, we will also continue to keep her apprised of any updates on the issue 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 them for their patience as we continue to monitor the experience on their service tower and work toward making improvements to the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this offer for a reduction in my monthly billing but I take exception to the quote of "periods of heavy usage" as I experience slow service almost all the timeWe have to unplug our modem daily, usually at least to times to try to reset the system to improve the service***
***
Initial Business Response /* (1000, 5, **16/08/12) */
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 difficulties he's reported with his service experience relating to his connection speedsBased on our review, we arrange to have a senior technical representative assess his connection and an issue with his signal stability was identified that required a work order to addressXplornet made arrangements to have a work order issued after speaking with *** about his concerns earlier this week
Based on the results of his work order, we have seen an improvement to ***'s signal level and the installer noted an increase to his connection speeds after realigning his receiver to an alternate service panelXplornet will be continuing to monitor ***'s connection in the coming days and a technician will follow up with him early next week to revisit his service experience
With that said, as *** has noted we have acknowledged periods of high traffic volume on the network during peak service periods and recognize that during these times his 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 their control to improve the networks performance and we will continue to work with him to ensure he is receiving the best possible service experience available at his location
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we continue our investigation into his concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/08/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read over the response from xplornet and there has been no changeYes a "tech" did realign my receiver to an alternate towerThat being said, I have had technicians here in January, April, and now AugustEach time I have been told there is nothing wrong with my signalBefore the "tech" did anything, he checked the signal and informed me that it was well within the parameters to receive internet at or around 10mbps if it were offeredI was informed however, that no matter which tower I was pointed to, the traffic, or congestion as they call it, would affect my speedI understand that in principalHowever, given that my speed fluctuates so much, I am continually kicked off as I am not able to continuously receive even 2mbpsI am using the same tool the "tech" used to determine internet speedAs I am typing this, my speed is 1.9mbpsYes, at times the speed nears the advertised 5mbps but the norm is hovering around 2mbpsThis does not allow any kind of useful internet use other than a smartphone or *** if your into constant buffering.I have even adnusted my viewing to only include standard definitionHD is impossible to obtainThe point is, through the companies own admission, there are too many users on any particular tower at any given timeIf the advertised "up to" 5mbps speed is to be obtained, then less users should be permitted to be on any given tower at any given time.***The only solution to this issue is a cap on subscribers in this area per tower in order to deliver enough speed to those customers who use the serviceOtherwise, add more towers! That too has been the company line now for some time with little to no results in this area
Final Business Response /* (4000, 9, **16/08/23) */
Thank you for forwarding ***'s rebuttal to our attentionWe understand that he remains unsatisfied with his service experience following his recent work order completion and regret the problems he's reporting with his connection during peak service periods
We are aware of the difficulties he has noted and have acknowledged that during periods of heavy usage on the network his connection speeds may be impactedThis is part of a known issue we have identified in the area that we are working to address as we continue to investment in network improvements to enhance performance
In the interim, while we do not currently have an estimated timeframe for a resolution, as a gesture of good faith we have increased the recurring monthly discount on ***'s account from $** to $**, and have applied a month credit of *** before tax as a further show of good will
Xplornet remains committed to working with *** in the interest of ensuring that his system is functioning in line with his package requirements however if remains unsatisfied with his experience, he is under no obligation to maintain the service and can cancel at any time
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 8, 2016/09/06) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in
light of the concerns he's raised surrounding the cancellation of his accountBased on our review, we've confirmed *** contacted Xplornet to inquire about cancelling his service in March 'after reaching his usage limit and being placed in limited stateXplornet in turn offered to reset his monthly usage allowance and apply a month service credit to maintain his business which our records note *** accepted
With that said, in presenting the offer to *** we recognize there may have been some confusion relating to his continued use of the service and while we did not receive a formal request we have agreed to waive his early cancellation fee and backdate his cancellation to April 10thIn doing so, we also waived the $*** outstanding balance that remained on his account and have applied a service credit of $*** to offset all charges he incurred after April 'when his service was no longer in useA work order to recover ***'s rental hardware has been issued and he should expect to hear from an installer in the coming weeks to schedule an appointmentOnce the recovery work order is completed a refund of $*** will be issued back to ***'s credit card
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 10, 2016/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/09/09) */
Thank you for forwarding the information provided by *** in his complaintIn 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 service concerns he's noted following the cancellation of his accountBased on our review, a technical assessment of his system confirmed his signal met the necessary requirements for his service package however where no troubleshooting was competed we could not rule out any external factors that may have impacted his experienceAt the time of his August 24th cancellation request the degradation of the service was the result of his account being suspended for non-payment
With that being said, in the interest of resolving his complaint and recognizing that *** has been a longstanding customer, Xplornet will agree to waive the $*** outstanding balance remaining on his account to complete his cancellation and hope he will find this to represent an acceptable resolution
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter may have caused and thank him for his time as a valued customer
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 8, 2016/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1***, 5, 2*16/11/1*) */
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's raised surrounding her rental hardware recovery and in good faith we have agreed to waive all hardware charges billed to her account
To this end, our billing department has reversed all hardware charges billed to *** and a refund cheque of $*** will be issued for the prorated service credit remainingWe can confirm that no further charges are owed on her account and once her refund is completed, her account will be closed with a $* final balance
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we reviewed her concerns in the interest of reaching a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2***, 7, 2*16/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept explornets response, as long as the company stands by their response fully, however I would like this in writing from explornet and sent to my personal home address
***
Initial Business Response /* (1000, 10, 2017/02/09) */
Thank you for forwarding the information provided by ***
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light of the concerns he's reported with degraded connection
speeds during peak usage timesSignal readings on the subscriber module installed at ***'s location show that his signal is strong and meeting the requirements for the service package ' LTE 25/500' that he subscribes toThis package boasts download speeds up to Mbps with upload speeds up to Mbps with 500GB of monthly usage allowance
Evaluation of the network that *** connects to shows that the sector is healthy and there are no known issues impacting service experience on this siteTroubleshooting completed by our representatives would suggest that ***'s connection is delivering speeds as intended on his serviceAs is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the Mbps service package he subscribes to as outlined in our terms of service on our websiteThat being said, in acknowledgement that the service is not meeting ***'s expectations, Xplornet would agree to waive any costs associated with terminating his Xplornet account in advance of his contract ending April should he decide to cancelIn order to process a cancellation we would ask that *** reach out to us by phone at *** at his earliest convenience to process the request
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank *** for his patience and understanding as we worked towards determining a satisfactory resolution to his complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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
I am rejecting this response because:I would like the service cancelled immediately and refund the installation fee of $99+tax since this is what Xplornet charged meEven though they won't take responsibility for their dealers they hire to perform their workI would also like to be refunded from the beginning of November until now since I was just charged again by Xplornet for their servicesPlease cancel the service immediately so I am no longer chargedI do not want this money to be placed on my account with Xplornet I want this money placed on my credit card that they continue to chargeBy refunding me on my account with Xplornet does not benefit me at all for I have no reason to stay with XplornetPlease refund me appropriately and cancel the serviceI would also like my credit information removed from their account system after they have refunded me to prevent anymore charges.
I have given more then enough detail about my issues with Xplornet and I would like to be refunded appropriately and not refunded in a way that keeps paying XplornetPlease cancel my account now and refund me.
Thank you for forwarding the information provided by *** ***We regret to inform that the information provided in the complaint to the Revdex.com and from *** *** does not correctly match an account in our system
To keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account without the consent of a full account or authorized user.
If the account is listed under another name or another individual, Xplornet would require the full authorized contact on the account to confirm that *** *** is authorized to discuss the account and to call in to Xplornet at *** to speak with a representative to add him as a contact.Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced and look forward to working together to determine a satisfactory resolution to his complaintSincerely,Xplornet Communications
Initial Business Response /* (1000, 10, 2017/08/30) */
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 an updated review of ***'s account
history in light of the service concerns she's reported and in good faith we will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, *** will simply need to contact Xplornet's Customer Care Centre at *** to confirm her requested cancellation date
In closing, Xplornet would like to extend its regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response as acceptable as they have agreed to not charge the early cancellation fees
Initial Business Response /* (1000, 5, 2016/02/08) */
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 in light of
the concerns he's raised relating to his connection speed and service signalBased on our review, Xplornet recently completed a work order to realign ***'s rental hardware after a technician identified his signal had degradedIn completing the work order, the installer was able to improve ***'s reception and verified that he was meeting the signal level requirements for his service package
That being said, Xplornet has also identified that the network *** connect to for service does experience periods of higher than usage which can have an impact on his connection speedsAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in the Kovachs' 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 the Kovachs that we are doing everything within our control to resolve this matter
Regrettably, Xplornet does not currently have a specific time frame for when this issue will be rectified but in the interim, we have placed a one month credit ($*** before tax) on the Kovachs' account along with a recurring $** monthly service discount for the next months, both of which will be visible on their next invoice
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to investigate this matter
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was no option to partially accept this resolution but since it is something I am obligated to say "yes"I appreciate the $** recurring discount for months, that somewhat makes up for the lack of service I have receivedI don't fully accept Xplornet's response about the high usage slowing my connection down because as I said before my CINR values were around when first installed and my service was excellentBut since my signal has dropped so has my speeds, I think that's the correlation that needs to be addressed by XplornetHowever, since the last service call my connection has improved from dismal to at least something that I can useI can now frequently get speeds of to MB/S, but that is still much less than the that I am paying for
In the meantime I will gladly accept the $** recurring credit and I thank Xplornet for thisI will continue to monitor my connection and hopefully once improvements are made to the system my speeds will be closer to my package of 10mbps
I would recommend to Xplornet that they not over sell their towers so that every customer using their service may enjoy their full package 90% of the time***
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 ***' account history and
have agreed to meet the desired resolution he has requestedWe have instructed our billing department to reverse the $*** (pre-tax) early cancellation fee charge to his account and once completed a refund will be issued for his remaining credit balance
At the time of his cancellation, Xplornet also issued a work order for the recovery of ***' rental hardware which was unable to be completed following the*** however upon further review we will not be seeking its retrieval and *** will not be liable for its return
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank *** for his time as a valued Xplornet customerWe hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of *** ***’s account history in light of the concerns he’s reported with the recovery of our
rental hardware and subsequent chargesBased on our review, while the dealer initially tasked with the recovery of the equipment reported they were unable to contact *** *** as we were able to reach him directly an updated work order was issuedXplornet has now confirmed the completion of *** ***’s hardware recovery and a $*** (before tax) credit to reverse his hardware charges has been applied to his accountOur billing department is currently processing an update final invoice to reflect the adjustment which *** *** should expect to receive within the next 3-business days.In closing, Xplornet would like to extend our apologies to *** *** for any inconvenience this matter caused and thank him for his patience as we reviewed his complaintWe hope he will find this to represent an acceptable response Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/02/05) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to her service experienceBased on our review we've identified that since being converted to our LTE network on *** notified us of an issue with her connection on *** at which time the technician she spoke with was able to identify that her service signal had degraded and she was no longer meeting the requirements for her service package
Having identified that her signal was not meeting the quality guidelines for her package, the signal level she was able to attain at the time of her installation was reviewed and we confirmed she had originally met all the requirements for service on our LTE-packageWhile we have acknowledged we are investigating peak time performance issues on the network which can impact connection speeds during periods of heavy use on the network, this would not have resulted in the degradation of her service signal which suggests her receiver may need to be realigned for optimal performanceTo this end, *** was provided the option of having a work order issued to realign her receiver to improve her signal or to downgrade her package to a lower level service plan more in line with her current signal strength
*** requested to downgrade her package to our LTE-plan at a lower monthly rate and where she had been unable to bypass her 3rd party router during troubleshooting, it was recommended that she call back once she was able to do so to allow our technicians an opportunity to troubleshoot her connection directlyHaving said this, we recognize *** has been a loyal Xplornet subscriber in good standing, as a sign of good faith we have extended a $*** credit to her account to offset the difference in pricing between her current LTE-package and her original LTE-plan
***
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2017/07/07) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has completed a review of the Owens' account history following the receipt of their complaint, in
light of the concerns he's raised surrounding their recent service conversion and contract renewal
Based on our review, we will not seek to hold the Owens to their contract renewal and they will not be responsible for an early cancellation feeTo this end, we have instructed our billing department to reverse the charge and an updated final invoice will be issued to reflect the adjustment that has been made to their account
In conclusion, Xplornet hopes the Owens will find this to represent an acceptable resolution and extend our thanks for their time as valued customers
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Absolutely perfect resolution and will indeed re contract with xplornet in the future if services are needed
Thank you for your time and patience in this matter
Initial Business Response /* (1000, 6, 2017/09/19) */
Thank you for forwarding the information provided by ***
Upon receipt of ***'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com
Our records show
that *** spoke with an Xplornet supervisor on September 14, In discussion with the Xplornet representative, *** was offered a one year term with no cost to upgrade to the new serviceThe package *** was offered includes speeds up to Mbps down and up to Mbps up for $***/month *** accepted this offer and a work order was dispatched to a local service technician to come out and complete the service order
At this juncture, where ***'s desired resolution has been met, Xplornet would consider the matter to be resolvedIf *** has any other questions, comments, or concerns, we are available 24/7/at *** to best assist
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2017/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is what I was offered in the first place but the company then reneged on their offerThey have now re-accepted the deal thanks to the help of the Revdex.com -I surmise!
Initial Business Response /* (1000, 5, 2016/09/23) */
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
the concerns he's raised relating to the consistency of his connection speedsBased on our review we have identified that the network he connects to for service experiences periods of high usage volume which can have an impact on his connection based on the shared access nature of our service
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize as a known issue in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, we would like to reassure *** that our Network and Engineering teams are working to address the issue and continue to do everything within our control to improve the network's performance
Regrettably, we do not presently have a timeframe we can provide *** for when this issue will be rectified but in the interim as a sign of good faith we have placed a month credit of $*** (taxes incl.) on his account along with a recurring $** monthly discount which he will continue to receive until the issue has been resolved *** also maintains the option of downgrading to a lower service plan if he finds it to be more in line with the speeds he is receiving and if he remains unsatisfied with his ongoing experience he is under no obligation to maintain the service
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we continue to work towards improving the service experience in his area
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 12, 2016/10/11) */
I have been very busy with pre moving and trying to settle into a new jobOnly gave your email a cursory glanceI would like to thank you for your effort in this matterI would like to state for the record that the matter is not satisfactorily resolvedI still have a contract I can not get out of coupled with a basically useless internetYou did manage to get a typical company fluff reply out of themI wish I had never filed the complaint as my internet is now worse than everCall me a nut job but I used to be able to tell when the net was going to be uselessIt is now unusable pretty much all dayThe current time is 15:mountain and my speed is uselessI should have it back around midnightFunny that when I first signed on there were no problems with the speedIt would drop during peak hours but only to aprx 10MbpsStill a useable speedDuring the time it has taken me to type this I still do not have a result for my speed testStill waiting 15:15:finally done1.3MbpsAbout 1/20th the speed I am paying forI log all of my results with the server so this is not anecdotal evidenceI understand that your organization is basically a paper tiger but thank you for at least tryingI will be moving next year and a main cause is xplornetI have a ton of online training that must be completed every month in order for me to maintain my certification and the internet is the way it is doneWhile I am a valuable employee, the company is not going to send me out to *** or times a month for trainingThis is done through virtual school and xplornet is directly effecting my ability to make a living through their blatant liesI guess that until I form a company big enough to hire lobbyist's that will allow me to legally rob people (***.) I will have to come to peace with the fact that there is nothing that can be done and I will effectively have been robbed of $***
The only thing I can state is that I do not want a resolved satisfactorily put on this case
Again thank you for at least trying
***
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the account shows that no contact was established by *** *** to inquire about cancelling his services until March 9, That being said, in acknowledgement of *** ***’s concerns, Xplornet reviewed the readings from his modem and noted that usage was not reported further than January 10, In the interest of resolving *** ***’s complaint, Xplornet would agree to backdate *** ***’s cancellation date to January 10,
A credit of $208.19+taxes was applied to *** ***’s account to offset the balance on fileHowever, as *** *** was under contract until May 9, 2018, termination fees of $99.19+taxes would apply to the accountThe balance on the account has been updated to reflect the new balance and a new invoice will be dropped finalizing the cancellation and the credits
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.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 6, 2016/01/22) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint Xplornet completed a review of ***'s account history in
light of the concerns he's raised relating to recent usage charges he was billedBased on our records, *** accepted a year service agreement as part of a conversion to our High Throughput Viasat satellite service in November 2014, selecting a package that included a monthly bandwidth allowance of 80GB ($2/GB thereafter) on a usage based billing service plan
In reviewing the usage history on his account; available to customers through the usage tracker provided through our customer portal at myxplornet.com, our records reflect that while ***'s account has frequently exceeded his monthly bandwidth allowance he had not been billed overage charges or received a usage notifications until November 'To this end, we investigated the issue and after verifying that the usage being reported by his modem was correct, we were able to confirm that there was an issue with how his account was flagged within our system that we identified and corrected in November ' Once corrected, appropriate notifications began being sent in line with his service package to advise *** as he approached (80%), reached (100%) and exceeded (120%) his monthly bandwidth allowance, noting he would be billed for additional usage
Having said this, recognizing that while *** was provided the option to monitor his usage through our customer portal, where he had not been previously billed for overages and was not receiving notifications relating to his usage prior to November '15, in good faith, Xplornet will agree to reverse the recent usage charges billed to his accountTo this end, we have applied two separate credits to his account, $***, respectively and as a further gesture of good will we will agree to waive any usage charges billed on his upcoming monthly invoice
Moving forward, Xplornet has issued a work order to convert *** to our LTE Fixed Wireless network however if he is unable to attain acceptable signal and remains on his current service package he will be responsible for overage charges if he continues to exceed his monthly bandwidth allowance If he does not wish to be billed overage charges, we would encourage him to contact our Care Centre at *** to discuss alternative "Limited State" package options
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we investigated the concerns he's raisedWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Revdex.com,
Thank you so much for your help up to this point
There are a few issues though
#They have sent me a new invoice, it does not have the 'overage' removed from the most recent month like they claimed
#I have called and asked to be placed on limited state and was told that I cannot be
#Despite insuring me that I would be able to get the LTE service, when the technician arrived on Friday; he found I was unable to get signalHe advised that it will require a foot tower mounted on my roof and that Xplornet has been known to cover the cost of these and that I should pursue them covering the cost of the tower so I can upgrade to the LTEIf possible, I'd like the Revdex.com to try and arrange this with them
#I've been told about better billing plans than the one I am on being made available or potential discountsBeing on the LTE would solve this, but I still would really like some help resolving this
If the Revdex.com can help sort this out, especially trying to get them to do the tower installation, that would solve all my foreseeable problems for the long term and beyond while also insuring I have access to the same service as most customers and consumers in***
Thanks
Final Consumer Response /* (3000, 17, 2016/02/17) */
Xplornet has still not credited the accounts for the amounts noted on the most recent invoice and the billing makes absolutely no sense
My internet has also been non-responsive for several days, making it so I could not reply to this case
Final Business Response /* (4000, 19, 2016/02/24) */
Thank you for forwarding the additional information submitted by *** to our attention
Xplornet credited ***'s account on February 1st for the $*** overage charge he was billed on his January 29th service invoice and as noted in our previous response this credit will be reflected on his next service invoice on February 29thHis current invoice notes the credits we have applied to offset the previous overage charges he was billed in November/December '15,*** respectively
With respect to his recent service concerns, Xplornet had a senior technical representative review ***'s system readings and verify that his connection was online and meeting all the requirements for his service packageAs we have been unable to identify any problems with his connection based on his current system readings, we would encourage *** to contact our Care Centre at*** if the issue persists to allow a technician an opportunity to diagnose any potential problems with his service
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/05/19) */
Thank you for forwarding the feedback 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 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 *** for the feedback she's providedBased on our review, we have acknowledged that the network she connects to for service does experience periods of heavy usage which can have an impact on her connection speeds
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in her areaWhile our 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 can assure *** that we take her concerns seriously and our Network team is doing everything within their control to resolve the issue
To this end, while we do not have a specific timeframe for when the issue will resolved; in the interim Xplornet has placed an additional month credit ($*** before tax) on ***' account and have increased the recurring monthly service discount she is receiving in relation to this issue from $* to $**Further to this, we will also continue to keep her apprised of any updates on the issue 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 them for their patience as we continue to monitor the experience on their service tower and work toward making improvements to the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this offer for a reduction in my monthly billing but I take exception to the quote of "periods of heavy usage" as I experience slow service almost all the timeWe have to unplug our modem daily, usually at least to times to try to reset the system to improve the service***
***
Initial Business Response /* (1000, 5, **16/08/12) */
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 difficulties he's reported with his service experience relating to his connection speedsBased on our review, we arrange to have a senior technical representative assess his connection and an issue with his signal stability was identified that required a work order to addressXplornet made arrangements to have a work order issued after speaking with *** about his concerns earlier this week
Based on the results of his work order, we have seen an improvement to ***'s signal level and the installer noted an increase to his connection speeds after realigning his receiver to an alternate service panelXplornet will be continuing to monitor ***'s connection in the coming days and a technician will follow up with him early next week to revisit his service experience
With that said, as *** has noted we have acknowledged periods of high traffic volume on the network during peak service periods and recognize that during these times his 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 their control to improve the networks performance and we will continue to work with him to ensure he is receiving the best possible service experience available at his location
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we continue our investigation into his concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/08/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read over the response from xplornet and there has been no changeYes a "tech" did realign my receiver to an alternate towerThat being said, I have had technicians here in January, April, and now AugustEach time I have been told there is nothing wrong with my signalBefore the "tech" did anything, he checked the signal and informed me that it was well within the parameters to receive internet at or around 10mbps if it were offeredI was informed however, that no matter which tower I was pointed to, the traffic, or congestion as they call it, would affect my speedI understand that in principalHowever, given that my speed fluctuates so much, I am continually kicked off as I am not able to continuously receive even 2mbpsI am using the same tool the "tech" used to determine internet speedAs I am typing this, my speed is 1.9mbpsYes, at times the speed nears the advertised 5mbps but the norm is hovering around 2mbpsThis does not allow any kind of useful internet use other than a smartphone or *** if your into constant buffering.I have even adnusted my viewing to only include standard definitionHD is impossible to obtainThe point is, through the companies own admission, there are too many users on any particular tower at any given timeIf the advertised "up to" 5mbps speed is to be obtained, then less users should be permitted to be on any given tower at any given time.***The only solution to this issue is a cap on subscribers in this area per tower in order to deliver enough speed to those customers who use the serviceOtherwise, add more towers! That too has been the company line now for some time with little to no results in this area
Final Business Response /* (4000, 9, **16/08/23) */
Thank you for forwarding ***'s rebuttal to our attentionWe understand that he remains unsatisfied with his service experience following his recent work order completion and regret the problems he's reporting with his connection during peak service periods
We are aware of the difficulties he has noted and have acknowledged that during periods of heavy usage on the network his connection speeds may be impactedThis is part of a known issue we have identified in the area that we are working to address as we continue to investment in network improvements to enhance performance
In the interim, while we do not currently have an estimated timeframe for a resolution, as a gesture of good faith we have increased the recurring monthly discount on ***'s account from $** to $**, and have applied a month credit of *** before tax as a further show of good will
Xplornet remains committed to working with *** in the interest of ensuring that his system is functioning in line with his package requirements however if remains unsatisfied with his experience, he is under no obligation to maintain the service and can cancel at any time
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 8, 2016/09/06) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in
light of the concerns he's raised surrounding the cancellation of his accountBased on our review, we've confirmed *** contacted Xplornet to inquire about cancelling his service in March 'after reaching his usage limit and being placed in limited stateXplornet in turn offered to reset his monthly usage allowance and apply a month service credit to maintain his business which our records note *** accepted
With that said, in presenting the offer to *** we recognize there may have been some confusion relating to his continued use of the service and while we did not receive a formal request we have agreed to waive his early cancellation fee and backdate his cancellation to April 10thIn doing so, we also waived the $*** outstanding balance that remained on his account and have applied a service credit of $*** to offset all charges he incurred after April 'when his service was no longer in useA work order to recover ***'s rental hardware has been issued and he should expect to hear from an installer in the coming weeks to schedule an appointmentOnce the recovery work order is completed a refund of $*** will be issued back to ***'s credit card
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 10, 2016/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/09/09) */
Thank you for forwarding the information provided by *** in his complaintIn 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 service concerns he's noted following the cancellation of his accountBased on our review, a technical assessment of his system confirmed his signal met the necessary requirements for his service package however where no troubleshooting was competed we could not rule out any external factors that may have impacted his experienceAt the time of his August 24th cancellation request the degradation of the service was the result of his account being suspended for non-payment
With that being said, in the interest of resolving his complaint and recognizing that *** has been a longstanding customer, Xplornet will agree to waive the $*** outstanding balance remaining on his account to complete his cancellation and hope he will find this to represent an acceptable resolution
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter may have caused and thank him for his time as a valued customer
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 8, 2016/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1***, 5, 2*16/11/1*) */
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's raised surrounding her rental hardware recovery and in good faith we have agreed to waive all hardware charges billed to her account
To this end, our billing department has reversed all hardware charges billed to *** and a refund cheque of $*** will be issued for the prorated service credit remainingWe can confirm that no further charges are owed on her account and once her refund is completed, her account will be closed with a $* final balance
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we reviewed her concerns in the interest of reaching a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2***, 7, 2*16/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept explornets response, as long as the company stands by their response fully, however I would like this in writing from explornet and sent to my personal home address
***
Initial Business Response /* (1000, 10, 2017/02/09) */
Thank you for forwarding the information provided by ***
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light of the concerns he's reported with degraded connection
speeds during peak usage timesSignal readings on the subscriber module installed at ***'s location show that his signal is strong and meeting the requirements for the service package ' LTE 25/500' that he subscribes toThis package boasts download speeds up to Mbps with upload speeds up to Mbps with 500GB of monthly usage allowance
Evaluation of the network that *** connects to shows that the sector is healthy and there are no known issues impacting service experience on this siteTroubleshooting completed by our representatives would suggest that ***'s connection is delivering speeds as intended on his serviceAs is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the Mbps service package he subscribes to as outlined in our terms of service on our websiteThat being said, in acknowledgement that the service is not meeting ***'s expectations, Xplornet would agree to waive any costs associated with terminating his Xplornet account in advance of his contract ending April should he decide to cancelIn order to process a cancellation we would ask that *** reach out to us by phone at *** at his earliest convenience to process the request
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank *** for his patience and understanding as we worked towards determining a satisfactory resolution to his complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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
I am rejecting this response because:I would like the service cancelled immediately and refund the installation fee of $99+tax since this is what Xplornet charged meEven though they won't take responsibility for their dealers they hire to perform their workI would also like to be refunded from the beginning of November until now since I was just charged again by Xplornet for their servicesPlease cancel the service immediately so I am no longer chargedI do not want this money to be placed on my account with Xplornet I want this money placed on my credit card that they continue to chargeBy refunding me on my account with Xplornet does not benefit me at all for I have no reason to stay with XplornetPlease refund me appropriately and cancel the serviceI would also like my credit information removed from their account system after they have refunded me to prevent anymore charges.
I have given more then enough detail about my issues with Xplornet and I would like to be refunded appropriately and not refunded in a way that keeps paying XplornetPlease cancel my account now and refund me.
Thank you for forwarding the information provided by *** ***We regret to inform that the information provided in the complaint to the Revdex.com and from *** *** does not correctly match an account in our system
To keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account without the consent of a full account or authorized user.
If the account is listed under another name or another individual, Xplornet would require the full authorized contact on the account to confirm that *** *** is authorized to discuss the account and to call in to Xplornet at *** to speak with a representative to add him as a contact.Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced and look forward to working together to determine a satisfactory resolution to his complaintSincerely,Xplornet Communications
Initial Business Response /* (1000, 10, 2017/08/30) */
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 an updated review of ***'s account
history in light of the service concerns she's reported and in good faith we will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, *** will simply need to contact Xplornet's Customer Care Centre at *** to confirm her requested cancellation date
In closing, Xplornet would like to extend its regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response as acceptable as they have agreed to not charge the early cancellation fees
Initial Business Response /* (1000, 5, 2016/02/08) */
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 in light of
the concerns he's raised relating to his connection speed and service signalBased on our review, Xplornet recently completed a work order to realign ***'s rental hardware after a technician identified his signal had degradedIn completing the work order, the installer was able to improve ***'s reception and verified that he was meeting the signal level requirements for his service package
That being said, Xplornet has also identified that the network *** connect to for service does experience periods of higher than usage which can have an impact on his connection speedsAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in the Kovachs' 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 the Kovachs that we are doing everything within our control to resolve this matter
Regrettably, Xplornet does not currently have a specific time frame for when this issue will be rectified but in the interim, we have placed a one month credit ($*** before tax) on the Kovachs' account along with a recurring $** monthly service discount for the next months, both of which will be visible on their next invoice
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to investigate this matter
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was no option to partially accept this resolution but since it is something I am obligated to say "yes"I appreciate the $** recurring discount for months, that somewhat makes up for the lack of service I have receivedI don't fully accept Xplornet's response about the high usage slowing my connection down because as I said before my CINR values were around when first installed and my service was excellentBut since my signal has dropped so has my speeds, I think that's the correlation that needs to be addressed by XplornetHowever, since the last service call my connection has improved from dismal to at least something that I can useI can now frequently get speeds of to MB/S, but that is still much less than the that I am paying for
In the meantime I will gladly accept the $** recurring credit and I thank Xplornet for thisI will continue to monitor my connection and hopefully once improvements are made to the system my speeds will be closer to my package of 10mbps
I would recommend to Xplornet that they not over sell their towers so that every customer using their service may enjoy their full package 90% of the time***
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 ***' account history and
have agreed to meet the desired resolution he has requestedWe have instructed our billing department to reverse the $*** (pre-tax) early cancellation fee charge to his account and once completed a refund will be issued for his remaining credit balance
At the time of his cancellation, Xplornet also issued a work order for the recovery of ***' rental hardware which was unable to be completed following the*** however upon further review we will not be seeking its retrieval and *** will not be liable for its return
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank *** for his time as a valued Xplornet customerWe hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications