Initial Business Response /* (***0, 6, 2016/07/04) */
Thank you for the opportunity to respond to the complaint filed on June 24, by ***
*** occupies a property, a portion of which is leased by Xplornet Communications Inc("Xplornet", "we" or "us") for the purpose of
locating a telecommunications towerXplornet uses the tower to provide residential broadband Internet access service to some of its customers in the local area
In connection with our use of the property, and in line with a similar arrangement that Xplornet had with a former owner of the property, *** had been offered a subsidized residential Internet access account from Xplornet However, *** had informed us that the service levels that we offered were insufficiently robust for the needs of a business that he operates on the propertyWhile we investigated various package options that would work for ***, due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at ***'s location that would meet his heavy usage requirements
Xplornet then offered to provide *** with a periodic cash payment in lieu of the value of the subsidy that would otherwise have been provided to him to offset the cost of our Internet access service during the period that Xplornet leased a portion of the property*** would then be free to apply that payment to obtain service from any service provider that might be able to meet his needs
Instead of settling on the above arrangement, Xplornet and *** began to explore options that might be suitable and available through our separate Xplornet Commercial Services division ("XCS") While XCS has relevant experience in other areas of Canada, it has not to this point ever offered commercial access services in ***'s local service area In initial discussions with ***, XCS did inform him that a service package including a 5Mbps dedicated service option with the ability for traffic to burst to 60Mbps could be possible, but as this service had never been provided in the local area by XCS the service level was presented only as a possibility and was never guaranteed to ***On further investigation, XCS determined that due to local network constraints it could not provide the burstable 60Mbps feature, but could instead offer alternate service packages that included dedicated network capacity
While we regret that service including a 60Mbps burstable option is not possible, XCS remains ready and would be happy to provide to *** a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, or MbpsAlternatively, *** remains welcome to choose to accept the payment in lieu of service referenced above, and source service from another Internet service provider better able to meet his needs
*** has separately claimed safety concerns in connection with Xplornet's tower on the propertyXplornet takes the safety of our towers extremely seriously and we are confident that the tower meets relevant safety guidelinesHowever, as is the case with all of our towers sites, we appreciate the opportunity to discuss any tower-related issuesIn fact, as a result of discussions that we already had with ***, we had offered to install additional safety features on the tower site that would address his stated concernsWe continue to look forward to the opportunity to make those modifications to the tower area and will reach out to *** to discuss options and arrange the necessary access to the site
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (***0, 8, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What Xplornet failed to mention in their Reponse was my multiple calls due to Service 'outage'The internet was not just poor, it was not workingI was told by Xplornet that we were not able to get a good reliable connection as we were too close to the towerThey explained that there are beams that shoot out a signal and I would be picking up interference from the different beams since I am to close to the tower
***
The original 'Canopy' Internet monthly was $*** and the comparable Internet that it was replaced with was the YMAX interent which was $***As you can see it was the same price and the Voip was also included free charge in addition to the monthly rent and the internetWhen I had asked about receiving the VOIP, Xplornet had told me that it was not available in my area, but I had contacted their customer service and they had informed me that the VOIP plan would be available in my area within 30-Days a VOIP packageI offered to take the VOIP free of charge when it was available in my area and instead of doing so, Xplornet agreed to provide me with a Credit of $*** (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $***
*** at this point Xplornet will not do anymore repointing at their cost
The same sub contractor had recommended the YMAX package but Xplornet had told me that it was unavailableI worked with Xplornet and they finally hooked it up after numerous calls and emails to the company and executivesI have both internet plans working, but they are not working consistentlyAt the moment I am trying to stream a live tennis match and the stream is cutting in and outThis is a Residential requirement, not a commercial one as Xplornet is stating on their response
I have spoken with numerous executives and sub contractors, customer service individuals and it was Xplornet who provided the solutionI had spoken with *** who had got me in touch with *** who worked for their commercial division and *** had stated that he could almost provide me with an unlimited amount of different internet packagesHe came up with a package with the Unlimited 60Mbps Burtsable Download with the 5Mbps guaranteed upload and download and had told me that the cost would be $***He went as far as to state that if I spoke with *** they may reduce itI spoke with *** about this a few times and he was not willing to reduce the $*** a month cost minus the $*** credit***
He finally called back and agreed so I sent him an email summarizing our conversation with no response and also before I had done any of the work on the propertyIf they did not agree, why did they not respond?***
Xplornet had also agreed to install a fence around the tower at their expense and we still have this matter outstandingIf they are so willing to address these concerns why do they not address them ***
Final Business Response /* (4000, 19, 2016/07/28) */
We write in response to the further rebuttal filed by ***on July 22,
A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at ***'s location
Xplornet has reached out to *** to discuss specific commercial-grade service options including packages providing dedicated bandwidth for speeds of 5, or Mbps, and has provided pricing for the various service options While these packages do not incorporate the ability for traffic to burst to 60Mbps, they offer dedicated download and upload speeds that are either equal to, or are multiples of, the dedicated speeds that *** has asked forXplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to *** are the closest that we can come to meeting his specifications
Xplornet is under no obligation to provide *** with any level of service beyond the far more basic residential service package that is referenced in Xplornet's lease of a site on his property and is valued at $*** per monthAs we have mentioned in our prior responses, Xplornet has already offered to provide *** with a periodic cash payment in lieu of that residential service that *** is free to use to obtain service from any other Internet service providerShould *** continue to be unsatisfied with our available service options we would certainly understand if he chose to do so
We have separately settled with *** on the specific additional safety features that Xplornet will install on his property in order to address his concerns with our towerWe have reached out to *** to schedule a date to install such safety features
Sincerely,
Xplornet Communications Inc
Final Consumer Response /* (4***, 21, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service options are inferior to what was offered to me by them *** I had a *** that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $*** / month and 15Mbps Dedicated Download and Upload for $*** / month
I have had Xplornet's competitor Standard Broad make a site visit and provide me with a quote for similar internet as to what is being offered by XplornetFor a 14Mbps Dedicated Download and Upload Service plan it is only $*** / month with $set up fee as opposed to the $*** installation fee that they are trying to extort out of me in addition to the trench that I dug out and caused a substantial amount of damage to water and electrical lines below the ground which they have not offered to reimburse me forThis matter is just continuing to drag out***
Initial Business Response /* (1000, 5, 2017/01/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet completed a review of ***'s account history and while our records reflect that the
renewal agreement she entered into for her service conversion did include a year contract commitment, we recognize *** has been a longstanding customer and will not seek to hold her to an early termination fee in the event of her cancellation
To this end, should *** wish to proceed with the cancellation of her account she would simply need to contact our Customer Care Centre at *** to confirm her request and we will make the necessary arrangements to recover our rental hardware
In closing, we hope *** will find this to represent an acceptable response and on behalf of Xplornet we would like to extend our regrets for any inconvenience she's experienced
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very satisfied with the resolution offered by XplornetThank you
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 fixed wireless 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 rental hardware installed at *** ***’s location shows that the requirements for the service package he subscribes to are being met and that everything is operating as expectedThat being said, Xplornet acknowledges that during periods of higher utilization on the network *** *** may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in *** ***’s area, Xplornet has recently upgraded the tower that he connects toAdditional panels of Xplornet’s LTE fixed wireless service have been added to his tower to provide overlapping coverage and additional capacityIf *** *** remains unsatisfied with his services, Xplornet would recommend sending a work order to swap his hardware to the new GHz LTE fixed wireless hardware and repoint to one of the new sectorsTo have a local service technician dispatched to *** ***’s home to complete the hardware change, we would ask that he call Xplornet at his earliest convenience to set up a work orderXplornet is available 24/7/to best assist
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 service concerns.Sincerely,Xplornet Communications
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
Our
records show that *** reached out to Xplornet Communications on September 30, 2016, to transfer the ownership of his Xplornet account to another individual who would be taking over the servicesAs of October 11, 2016, the transfer was complete Due to proration, a payment for the full amount was processed on October 5, 2016, and any amounts paid past the date of the transfer were credited back to the account upon the completion of the transfer
Unfortunately there was a delay in refunding the amount back to ***'s credit card, outside of our turnaround time, and Xplornet apologizes for any inconvenience or hardship that this delay has caused him***'s refund of $*** has been refunded back to the credit card listed on file as of December 1, and should be visible on his statements
In closing, on behalf of Xplornet, I would like to thank *** for his patience and understanding as we worked towards resolving the concerns addressed in his complaint
Thank you for forwarding the information provided by *** *** to the Revdex.com
We regret to inform that the information provided in the complaint to the Revdex.com does not 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 accountOr if the account is listed under *** ***'s name, or another given name, Xplornet would require further information to continue investigating
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 complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/05/12) */
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 and have agreed
to waive the remainder of his service agreementIn doing so, we have reversed the early cancellation fee he was billed and having confirmed the recovery of our rental hardware on May 9th, there are no further charges owing on his account
Our billing department will be issuing a refund for the credit balance remaining on ***'s account shortly and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused him
In closing, we hope *** will find this to represent an acceptable response and thank him for his patience as we investigated his concerns in the interest of reaching a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/11/23) */
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 regarding the recovery of her rental hardware
Based on our review, we would like to extend our regrets for the difficulties *** experienced while working to return her rental hardwareIn good faith, Xplornet has agreed to proactively reverse the hardware charges billed to her account and have issued a refund back to her credit card for the $*** prorated service credit remaining on her account
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused *** and thank her for her patience as we reviewed her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 8, 2016/04/04) */
***
Thank you for forwarding ***'s concerns to us
Xplornet has been unable to establish contact with *** thus far
Multiple attempts have been made by telephone without a return call
Xplornet has taken the steps necessary to ensure no additional payments will be taken over the next couple weeks, which should allow for ample time to address the situation, however no returned call to Xplornet Communications has been made by *** from the voicemails that have been left for her
On behalf of Xplornet, I would like to extend our sincere regrets for the inconvenience this matter has caused and would like to thank *** for the opportunity to have her as a customer and urge her to please contact Xplornet Communications Incto address this situation
Initial Business Response /* (1000, 5, 2016/05/09) */
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 regarding the termination of his internet servicesBased on our review, we have confirmed the receipt of ***'s cancellation request however in order to proceed with the finalization of his account he was advised that he would need to contact our Care Centre by phone to verify his account and go over our equipment recovery process to ensure the safe return of his rental hardware
Our records reflect that we did not hear from *** until April 18th, at which time we agreed to proceed with the cancellation of his accountUnfortunately, as *** did not stay on the line to complete the cancellation process his account remained activeThat being said, recognizing ***'s intention to proceed with the finalization of his account Xplornet will agree to backdate his cancellation request to March 29th, in line with his monthly bill cycle and will provide a refund for any payments made following this date once our rental hardware has successfully been retrieved***'s account is now cancelled; a work order has been issued and he should expect to hear from an installer to arrange the recover his rental hardware
In closing, while we regret that *** has chosen to end his service with us we would like to thank him for his time as an Xplornet customer and extend our regrets for any inconvenience this issue has causedWe hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***In response, the following is available for review.After receiving *** ***’s complaint, Xplornet reviewed his account and in the interest of reaching an acceptable resolution we have agreed to waive the early cancellation fee
associated with the termination of his account*** ***’s account is now cancelled and a work order has been scheduled to recover the rental hardware in his possessionIn closing, we would further like to extend our regrets to *** *** for any inconvenience this matter may have caused and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/07/27) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light
of the service concerns she's reported in her complaintBased on our review we've identified that *** signed up for service on our high throughput *** satellite network in October 'and agreed to a one year service commitment on our up to 5Mbps down Share package
As part of her service agreement, Xplornet provided *** with a day money back guarantee allowing her to finalize her account without penalty if she was unsatisfied with the service for any reason Technical agents were unable to identify any problems with the service based on her system readings but did agreed to extend ***'s day guarantee by an additional week period to ensure she received sufficient time to test the service before her contract came into force
Xplornet did not hear back from *** until receiving a cancellation inquiry in late January '16, at which time we reviewed her concerns and attempted to work with her in the interest of addressing any service concerns she was experiencingUnfortunately, we were unable to complete further troubleshooting with *** prior to her decision to finalize her account in May 'and advised her by cancelling her service prior to the completion of her contract term she would be responsible for an early cancellation fee
With that being said, while Xplornet maintains that the early cancellation fee ($*** before tax) *** was billed is consistent with the terms of her service agreement, as a gesture of good will we have agreed to issue a month credit ($*** before tax) to her account to offset the charge and will refund the remaining credit balance back to her credit card
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused her and hope she will find this to represent an acceptable response to address her complaint
Thank you,
Xplornet Communications Inc
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
Thank you for forwarding the information provided by Ms***
Upon receipt of Ms***’s complaint to the Revdex.com, review of the account history has been completed in order to address her concerns
First and foremost, Xplornet would like to extend its apologies to Ms*** for any hardship or
inconvenience that this matter has caused and thank her for her continued loyalty throughout her tenure as an Xplornet customerDue to the difficulties that she has experienced regarding her service experience, Xplornet would agree to waive any termination fees associated with the cancellation of her account
A final invoice will be delivered by email to Ms*** on December 25, 2017, and will not reflect any termination fees associated with the accountMs*** will only be responsible for paying any outstanding balance applicable to the account
If Ms*** has any further questions, comments, or concerns, Xplornet is available at *** 24/7/to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/10/15) */
***
In receiving notice of his complaint, Xplornet completed a review of his connection in light of the service concerns he's reportedBased on our review,
technicians have confirmed that ***'s hardware readings meet all necessary requirements for his service package and have noted that during periods of heavy usage on the network slowdowns can occurWhile Xplornet strives to provide the best possible service experience for all customers, as our Terms of Service (Section 3, Service & Speed) outline, we are not able to guarantee upload or download speeds due to the nature of the internet networkTo review Xplornet's End User Agreement (Terms of Service), please see ***
Having said this, while we are unable to guarantee specific speeds, we are always willing to work with customers who report concerns with their connection to ensure they are receiving the best service experience we are able to offerTo this end, Xplornet technicians have completed a further review of ***'s connection, and have recently made adjustments to his receiver in the interest of improving his service experienceIn speaking with *** we've advised him of the changes and have agreed to follow up with him again once he's had the opportunity to test the connection and confirm if he notices an improvement
In closing, on behalf of Xplornet 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 work with him in the interest of addressing his concerns
***
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet has completed an updated on site assessment at
***'s residence in an effort to address his signal stability however despite our efforts the problem has persistedWhile we have offered to provide additional assistance, *** has requested his account be closed and in good faith we have agreed to waive his contract's early termination fee
To this end, in speaking with *** we have agreed to make arrangements for the recovery of his rental hardware and in compensation for his recent difficulties we have also placed a month credit on his account which will be refunded back to his credit card once his hardware recovery is completed
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 investigated his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet has cancelled my year contract, with Revdex.com support, due to not being able to fix my speed issues
Thank you to Revdex.com
Regards
***
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 his complaint, Xplornet completed a review of ***' account to investigate
the concerns he's raised regarding his service cancellationBased on our review, we can confirm we received ***' cancellation request via email on August 25th and reached out to notify him in order to complete his request we would need to speak with him directly
This is done to ensure the cancellation request is being made by the authorized account holder and that they are aware of our hardware recovery process along with any possible outstanding charges however we will honor the cancellation based on the date we receive the initial request
To this end, recognizing that *** does not wish to contact us further regarding his cancellation; in good faith we have processed his request and his account is now cancelledAll service charges billed since August 25th have been reversed and a prorated refund of $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/25) */
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 charges he was billed once his account was reactivated from seasonal suspensionBased on our assessment, we've confirmed *** placed his account in seasonal suspension on May 15, and was advised that his service would be suspended for a maximum period of months
Once the month maximum suspension period was reached, ***'s services were reactivated on November 15, but we did not receive his cancellation request until November 27thIn proceeding with the cancellation of his account, Xplornet agreed to refund any charges he was billed after his cancellation date and advised his refund would be issued following the recovery of his rental hardwareWe have since verified ***'s rental hardware was recovered on December , 2015, but recognize an oversight did result in a delay of issuing his refund and for this we apologizeOnce the issue was identified, ***'s refund of $*** was issued back to his credit card on January 15th,
With respect to the additional compensation *** has requested for the service charges he was billed between November 15th, when his account was reactivated, and his November 27th cancellation date; while Xplornet would not normally provide a credit for this period, as the account was active and under contract (ended November 26th), in the interest of resolving this matter Xplornet will agree to refund the remainder of the charges he was billedTo this end, we have requested our Billing department issue an additional refund of* and *** should expect to see the funds returned to his credit card within the next 5-business days
In closing, we would like to extend our regrets to *** 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 Business Response /* (1000, 10, 2017/10/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has agreed to meet ***'s desired resolution and would like to extend its regrets for
the difficulties she's reported with her service experienceIn proceeding with her account's cancellation we have waived all early cancellation charges and a work order has been issued to recover the rental hardware remaining in her possession
In closing, we would further wish to thank *** for her patience as we reviewed her concerns and hope she will find this to represent an acceptable resolution to her complaint
Initial Consumer Rebuttal /* (2000, 12, 2017/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with responseThank you very much
Initial Business Response /* (1000, 5, 2017/02/23) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived
We've reviewed the recording of ***'s conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) and the conversion of his existing service equipmentWith that being said, in the interest of reaching an acceptable resolution and as a show of good faith, in the event of his cancellation Xplornet is prepared to reduce ***'s early cancellation fee to $*** which would cover the cost associated with the upgrade fee that was waived as part of his new contract agreement
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
Sincerely,
Xplornet Communications
Initial Business Response /* (***0, 6, 2016/07/04) */
Thank you for the opportunity to respond to the complaint filed on June 24, by ***
*** occupies a property, a portion of which is leased by Xplornet Communications Inc("Xplornet", "we" or "us") for the purpose of
locating a telecommunications towerXplornet uses the tower to provide residential broadband Internet access service to some of its customers in the local area
In connection with our use of the property, and in line with a similar arrangement that Xplornet had with a former owner of the property, *** had been offered a subsidized residential Internet access account from Xplornet However, *** had informed us that the service levels that we offered were insufficiently robust for the needs of a business that he operates on the propertyWhile we investigated various package options that would work for ***, due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at ***'s location that would meet his heavy usage requirements
Xplornet then offered to provide *** with a periodic cash payment in lieu of the value of the subsidy that would otherwise have been provided to him to offset the cost of our Internet access service during the period that Xplornet leased a portion of the property*** would then be free to apply that payment to obtain service from any service provider that might be able to meet his needs
Instead of settling on the above arrangement, Xplornet and *** began to explore options that might be suitable and available through our separate Xplornet Commercial Services division ("XCS") While XCS has relevant experience in other areas of Canada, it has not to this point ever offered commercial access services in ***'s local service area In initial discussions with ***, XCS did inform him that a service package including a 5Mbps dedicated service option with the ability for traffic to burst to 60Mbps could be possible, but as this service had never been provided in the local area by XCS the service level was presented only as a possibility and was never guaranteed to ***On further investigation, XCS determined that due to local network constraints it could not provide the burstable 60Mbps feature, but could instead offer alternate service packages that included dedicated network capacity
While we regret that service including a 60Mbps burstable option is not possible, XCS remains ready and would be happy to provide to *** a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, or MbpsAlternatively, *** remains welcome to choose to accept the payment in lieu of service referenced above, and source service from another Internet service provider better able to meet his needs
*** has separately claimed safety concerns in connection with Xplornet's tower on the propertyXplornet takes the safety of our towers extremely seriously and we are confident that the tower meets relevant safety guidelinesHowever, as is the case with all of our towers sites, we appreciate the opportunity to discuss any tower-related issuesIn fact, as a result of discussions that we already had with ***, we had offered to install additional safety features on the tower site that would address his stated concernsWe continue to look forward to the opportunity to make those modifications to the tower area and will reach out to *** to discuss options and arrange the necessary access to the site
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (***0, 8, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What Xplornet failed to mention in their Reponse was my multiple calls due to Service 'outage'The internet was not just poor, it was not workingI was told by Xplornet that we were not able to get a good reliable connection as we were too close to the towerThey explained that there are beams that shoot out a signal and I would be picking up interference from the different beams since I am to close to the tower
***
The original 'Canopy' Internet monthly was $*** and the comparable Internet that it was replaced with was the YMAX interent which was $***As you can see it was the same price and the Voip was also included free charge in addition to the monthly rent and the internetWhen I had asked about receiving the VOIP, Xplornet had told me that it was not available in my area, but I had contacted their customer service and they had informed me that the VOIP plan would be available in my area within 30-Days a VOIP packageI offered to take the VOIP free of charge when it was available in my area and instead of doing so, Xplornet agreed to provide me with a Credit of $*** (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $***
*** at this point Xplornet will not do anymore repointing at their cost
The same sub contractor had recommended the YMAX package but Xplornet had told me that it was unavailableI worked with Xplornet and they finally hooked it up after numerous calls and emails to the company and executivesI have both internet plans working, but they are not working consistentlyAt the moment I am trying to stream a live tennis match and the stream is cutting in and outThis is a Residential requirement, not a commercial one as Xplornet is stating on their response
I have spoken with numerous executives and sub contractors, customer service individuals and it was Xplornet who provided the solutionI had spoken with *** who had got me in touch with *** who worked for their commercial division and *** had stated that he could almost provide me with an unlimited amount of different internet packagesHe came up with a package with the Unlimited 60Mbps Burtsable Download with the 5Mbps guaranteed upload and download and had told me that the cost would be $***He went as far as to state that if I spoke with *** they may reduce itI spoke with *** about this a few times and he was not willing to reduce the $*** a month cost minus the $*** credit***
He finally called back and agreed so I sent him an email summarizing our conversation with no response and also before I had done any of the work on the propertyIf they did not agree, why did they not respond?***
Xplornet had also agreed to install a fence around the tower at their expense and we still have this matter outstandingIf they are so willing to address these concerns why do they not address them ***
Final Business Response /* (4000, 19, 2016/07/28) */
We write in response to the further rebuttal filed by ***on July 22,
A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at ***'s location
Xplornet has reached out to *** to discuss specific commercial-grade service options including packages providing dedicated bandwidth for speeds of 5, or Mbps, and has provided pricing for the various service options While these packages do not incorporate the ability for traffic to burst to 60Mbps, they offer dedicated download and upload speeds that are either equal to, or are multiples of, the dedicated speeds that *** has asked forXplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to *** are the closest that we can come to meeting his specifications
Xplornet is under no obligation to provide *** with any level of service beyond the far more basic residential service package that is referenced in Xplornet's lease of a site on his property and is valued at $*** per monthAs we have mentioned in our prior responses, Xplornet has already offered to provide *** with a periodic cash payment in lieu of that residential service that *** is free to use to obtain service from any other Internet service providerShould *** continue to be unsatisfied with our available service options we would certainly understand if he chose to do so
We have separately settled with *** on the specific additional safety features that Xplornet will install on his property in order to address his concerns with our towerWe have reached out to *** to schedule a date to install such safety features
Sincerely,
Xplornet Communications Inc
Final Consumer Response /* (4***, 21, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service options are inferior to what was offered to me by them *** I had a *** that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $*** / month and 15Mbps Dedicated Download and Upload for $*** / month
I have had Xplornet's competitor Standard Broad make a site visit and provide me with a quote for similar internet as to what is being offered by XplornetFor a 14Mbps Dedicated Download and Upload Service plan it is only $*** / month with $set up fee as opposed to the $*** installation fee that they are trying to extort out of me in addition to the trench that I dug out and caused a substantial amount of damage to water and electrical lines below the ground which they have not offered to reimburse me forThis matter is just continuing to drag out***
Initial Business Response /* (1000, 5, 2017/01/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet completed a review of ***'s account history and while our records reflect that the
renewal agreement she entered into for her service conversion did include a year contract commitment, we recognize *** has been a longstanding customer and will not seek to hold her to an early termination fee in the event of her cancellation
To this end, should *** wish to proceed with the cancellation of her account she would simply need to contact our Customer Care Centre at *** to confirm her request and we will make the necessary arrangements to recover our rental hardware
In closing, we hope *** will find this to represent an acceptable response and on behalf of Xplornet we would like to extend our regrets for any inconvenience she's experienced
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very satisfied with the resolution offered by XplornetThank you
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 fixed wireless 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 rental hardware installed at *** ***’s location shows that the requirements for the service package he subscribes to are being met and that everything is operating as expectedThat being said, Xplornet acknowledges that during periods of higher utilization on the network *** *** may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in *** ***’s area, Xplornet has recently upgraded the tower that he connects toAdditional panels of Xplornet’s LTE fixed wireless service have been added to his tower to provide overlapping coverage and additional capacityIf *** *** remains unsatisfied with his services, Xplornet would recommend sending a work order to swap his hardware to the new GHz LTE fixed wireless hardware and repoint to one of the new sectorsTo have a local service technician dispatched to *** ***’s home to complete the hardware change, we would ask that he call Xplornet at his earliest convenience to set up a work orderXplornet is available 24/7/to best assist
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 service concerns.Sincerely,Xplornet Communications
I am rejecting this response because:The account is in my wife’s name*** ***
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
Our
records show that *** reached out to Xplornet Communications on September 30, 2016, to transfer the ownership of his Xplornet account to another individual who would be taking over the servicesAs of October 11, 2016, the transfer was complete Due to proration, a payment for the full amount was processed on October 5, 2016, and any amounts paid past the date of the transfer were credited back to the account upon the completion of the transfer
Unfortunately there was a delay in refunding the amount back to ***'s credit card, outside of our turnaround time, and Xplornet apologizes for any inconvenience or hardship that this delay has caused him***'s refund of $*** has been refunded back to the credit card listed on file as of December 1, and should be visible on his statements
In closing, on behalf of Xplornet, I would like to thank *** for his patience and understanding as we worked towards resolving the concerns addressed in his complaint
Thank you for forwarding the information provided by *** *** to the Revdex.com
We regret to inform that the information provided in the complaint to the Revdex.com does not 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 accountOr if the account is listed under *** ***'s name, or another given name, Xplornet would require further information to continue investigating
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 complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/05/12) */
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 and have agreed
to waive the remainder of his service agreementIn doing so, we have reversed the early cancellation fee he was billed and having confirmed the recovery of our rental hardware on May 9th, there are no further charges owing on his account
Our billing department will be issuing a refund for the credit balance remaining on ***'s account shortly and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused him
In closing, we hope *** will find this to represent an acceptable response and thank him for his patience as we investigated his concerns in the interest of reaching a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/11/23) */
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 regarding the recovery of her rental hardware
Based on our review, we would like to extend our regrets for the difficulties *** experienced while working to return her rental hardwareIn good faith, Xplornet has agreed to proactively reverse the hardware charges billed to her account and have issued a refund back to her credit card for the $*** prorated service credit remaining on her account
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused *** and thank her for her patience as we reviewed her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 8, 2016/04/04) */
***
Thank you for forwarding ***'s concerns to us
Xplornet has been unable to establish contact with *** thus far
Multiple attempts have been made by telephone without a return call
Xplornet has taken the steps necessary to ensure no additional payments will be taken over the next couple weeks, which should allow for ample time to address the situation, however no returned call to Xplornet Communications has been made by *** from the voicemails that have been left for her
On behalf of Xplornet, I would like to extend our sincere regrets for the inconvenience this matter has caused and would like to thank *** for the opportunity to have her as a customer and urge her to please contact Xplornet Communications Incto address this situation
Initial Business Response /* (1000, 5, 2016/05/09) */
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 regarding the termination of his internet servicesBased on our review, we have confirmed the receipt of ***'s cancellation request however in order to proceed with the finalization of his account he was advised that he would need to contact our Care Centre by phone to verify his account and go over our equipment recovery process to ensure the safe return of his rental hardware
Our records reflect that we did not hear from *** until April 18th, at which time we agreed to proceed with the cancellation of his accountUnfortunately, as *** did not stay on the line to complete the cancellation process his account remained activeThat being said, recognizing ***'s intention to proceed with the finalization of his account Xplornet will agree to backdate his cancellation request to March 29th, in line with his monthly bill cycle and will provide a refund for any payments made following this date once our rental hardware has successfully been retrieved***'s account is now cancelled; a work order has been issued and he should expect to hear from an installer to arrange the recover his rental hardware
In closing, while we regret that *** has chosen to end his service with us we would like to thank him for his time as an Xplornet customer and extend our regrets for any inconvenience this issue has causedWe hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***In response, the following is available for review.After receiving *** ***’s complaint, Xplornet reviewed his account and in the interest of reaching an acceptable resolution we have agreed to waive the early cancellation fee
associated with the termination of his account*** ***’s account is now cancelled and a work order has been scheduled to recover the rental hardware in his possessionIn closing, we would further like to extend our regrets to *** *** for any inconvenience this matter may have caused and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/07/27) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light
of the service concerns she's reported in her complaintBased on our review we've identified that *** signed up for service on our high throughput *** satellite network in October 'and agreed to a one year service commitment on our up to 5Mbps down Share package
As part of her service agreement, Xplornet provided *** with a day money back guarantee allowing her to finalize her account without penalty if she was unsatisfied with the service for any reason Technical agents were unable to identify any problems with the service based on her system readings but did agreed to extend ***'s day guarantee by an additional week period to ensure she received sufficient time to test the service before her contract came into force
Xplornet did not hear back from *** until receiving a cancellation inquiry in late January '16, at which time we reviewed her concerns and attempted to work with her in the interest of addressing any service concerns she was experiencingUnfortunately, we were unable to complete further troubleshooting with *** prior to her decision to finalize her account in May 'and advised her by cancelling her service prior to the completion of her contract term she would be responsible for an early cancellation fee
With that being said, while Xplornet maintains that the early cancellation fee ($*** before tax) *** was billed is consistent with the terms of her service agreement, as a gesture of good will we have agreed to issue a month credit ($*** before tax) to her account to offset the charge and will refund the remaining credit balance back to her credit card
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused her and hope she will find this to represent an acceptable response to address her complaint
Thank you,
Xplornet Communications Inc
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
Thank you for forwarding the information provided by Ms***
Upon receipt of Ms***’s complaint to the Revdex.com, review of the account history has been completed in order to address her concerns
First and foremost, Xplornet would like to extend its apologies to Ms*** for any hardship or
inconvenience that this matter has caused and thank her for her continued loyalty throughout her tenure as an Xplornet customerDue to the difficulties that she has experienced regarding her service experience, Xplornet would agree to waive any termination fees associated with the cancellation of her account
A final invoice will be delivered by email to Ms*** on December 25, 2017, and will not reflect any termination fees associated with the accountMs*** will only be responsible for paying any outstanding balance applicable to the account
If Ms*** has any further questions, comments, or concerns, Xplornet is available at *** 24/7/to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/10/15) */
***
In receiving notice of his complaint, Xplornet completed a review of his connection in light of the service concerns he's reportedBased on our review,
technicians have confirmed that ***'s hardware readings meet all necessary requirements for his service package and have noted that during periods of heavy usage on the network slowdowns can occurWhile Xplornet strives to provide the best possible service experience for all customers, as our Terms of Service (Section 3, Service & Speed) outline, we are not able to guarantee upload or download speeds due to the nature of the internet networkTo review Xplornet's End User Agreement (Terms of Service), please see ***
Having said this, while we are unable to guarantee specific speeds, we are always willing to work with customers who report concerns with their connection to ensure they are receiving the best service experience we are able to offerTo this end, Xplornet technicians have completed a further review of ***'s connection, and have recently made adjustments to his receiver in the interest of improving his service experienceIn speaking with *** we've advised him of the changes and have agreed to follow up with him again once he's had the opportunity to test the connection and confirm if he notices an improvement
In closing, on behalf of Xplornet 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 work with him in the interest of addressing his concerns
***
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet has completed an updated on site assessment at
***'s residence in an effort to address his signal stability however despite our efforts the problem has persistedWhile we have offered to provide additional assistance, *** has requested his account be closed and in good faith we have agreed to waive his contract's early termination fee
To this end, in speaking with *** we have agreed to make arrangements for the recovery of his rental hardware and in compensation for his recent difficulties we have also placed a month credit on his account which will be refunded back to his credit card once his hardware recovery is completed
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 investigated his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet has cancelled my year contract, with Revdex.com support, due to not being able to fix my speed issues
Thank you to Revdex.com
Regards
***
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 his complaint, Xplornet completed a review of ***' account to investigate
the concerns he's raised regarding his service cancellationBased on our review, we can confirm we received ***' cancellation request via email on August 25th and reached out to notify him in order to complete his request we would need to speak with him directly
This is done to ensure the cancellation request is being made by the authorized account holder and that they are aware of our hardware recovery process along with any possible outstanding charges however we will honor the cancellation based on the date we receive the initial request
To this end, recognizing that *** does not wish to contact us further regarding his cancellation; in good faith we have processed his request and his account is now cancelledAll service charges billed since August 25th have been reversed and a prorated refund of $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/25) */
* and *** should expect to see the funds returned to his credit card within the next 5-business days
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 charges he was billed once his account was reactivated from seasonal suspensionBased on our assessment, we've confirmed *** placed his account in seasonal suspension on May 15, and was advised that his service would be suspended for a maximum period of months
Once the month maximum suspension period was reached, ***'s services were reactivated on November 15, but we did not receive his cancellation request until November 27thIn proceeding with the cancellation of his account, Xplornet agreed to refund any charges he was billed after his cancellation date and advised his refund would be issued following the recovery of his rental hardwareWe have since verified ***'s rental hardware was recovered on December , 2015, but recognize an oversight did result in a delay of issuing his refund and for this we apologizeOnce the issue was identified, ***'s refund of $*** was issued back to his credit card on January 15th,
With respect to the additional compensation *** has requested for the service charges he was billed between November 15th, when his account was reactivated, and his November 27th cancellation date; while Xplornet would not normally provide a credit for this period, as the account was active and under contract (ended November 26th), in the interest of resolving this matter Xplornet will agree to refund the remainder of the charges he was billedTo this end, we have requested our Billing department issue an additional refund of
In closing, we would like to extend our regrets to *** 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 Business Response /* (1000, 10, 2017/10/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has agreed to meet ***'s desired resolution and would like to extend its regrets for
the difficulties she's reported with her service experienceIn proceeding with her account's cancellation we have waived all early cancellation charges and a work order has been issued to recover the rental hardware remaining in her possession
In closing, we would further wish to thank *** for her patience as we reviewed her concerns and hope she will find this to represent an acceptable resolution to her complaint
Initial Consumer Rebuttal /* (2000, 12, 2017/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with responseThank you very much
Initial Business Response /* (1000, 5, 2017/02/23) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived
We've reviewed the recording of ***'s conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) and the conversion of his existing service equipmentWith that being said, in the interest of reaching an acceptable resolution and as a show of good faith, in the event of his cancellation Xplornet is prepared to reduce ***'s early cancellation fee to $*** which would cover the cost associated with the upgrade fee that was waived as part of his new contract agreement
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
Sincerely,
Xplornet Communications