Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] '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 [redacted] 's rental hardware after a technician identified his signal had degradedIn completing the work order, the installer was able to improve [redacted] '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 [redacted] 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 ($ [redacted] before tax) on the Kovachs' account along with a recurring $ [redacted] 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 [redacted] 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 / [redacted] (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 $ [redacted] 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 $ [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ [redacted] 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 [redacted] '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 [redacted] 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 [redacted] 's connection, and have recently made adjustments to his receiver in the interest of improving his service experienceIn speaking with [redacted] 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 [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her accountBased on our review, we have confirmed that [redacted] accepted a year service term on April 3, 2013, ending April 2, and an early cancellation fee of $ [redacted] would apply in the event that she finalized her account prior to the completion of her service commitment That being said, having reviewed [redacted] 's recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgradeWhile there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused To this end, recognizing [redacted] has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account In closing, on behalf of Xplornet we would like to extend our sincere apologies to [redacted] for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you XplornetI accept your apology and appreciate that you have decided to waive the cancellation fee
Thank you for forwarding the information provided by [redacted] Upon receipt of [redacted] 's complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com Review of the account shows that the subscriber module installed at [redacted] 's location was obtaining sufficient signal to support the package but was connecting to more than one access point in the areaIf the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to anotherIn acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend [redacted] 's location to repoint the subscriber moduleNow that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide [redacted] with an improved service experience While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network [redacted] connects to may experience some degradation in experience during periods of higher utilization on the networkUpgrades have been scheduled to add additional capacity to this site in February As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $which will be visible on the December 1, invoice In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that [redacted] experienced and thank him for his patience and understandingIf [redacted] has any further questions, comments, or concerns, we are available 24/7/at [redacted] ? to best assist Sincerely,Xplornet Communications
Thank you for forwarding the information provided by [redacted] Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of the delay in receiving her refundUpon receipt of [redacted] ’s complaint, a thorough review of the account history has been completed in order to address the concerns as outlined in her complaint to the Revdex.com Our records show that a request was sent to our billing department on December 5, 2017, to expedite the refund for returned hardwareA full refund of $was refunded to the payment method listed on [redacted] ’s account on December 7, It may take 3-business days for the refund to be visible due to bank turnaround times In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/04/13) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she's raised regarding her service conversion and repairs to her existing internet serviceBased on our review, we recognize necessary repairs to her service were not completed when a conversion to our LTE service was attempted as part of our efforts to improve her service experience and for this we sincerely apologize Xplornet have since completed an updated work order on April 10th to restore [redacted] 's connection and technicians have reviewed her signal to ensure she is meeting the requirements for her service packageIn addition to the compensation [redacted] was previously provided for her downtime we have also placed a month credit ($ [redacted] before tax) on her account in good faith which will be visible on her next monthly invoice In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for her inconvenience and our thanks her for her patience as we worked to rectify her concerns Sincerely, Xplornet Communications Inc
We are not able to pay an amount of four hundred dollars for the cancellation of the service ,,,, we are on fix income and all our dollars are accounted for,,, we would like the Xplornet company to reconsider their cancellation fee which are enormous for us ,,,, if you could make them understand that a better amount would be considered an ok between us and themwe need your help to resolve this situation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you
Initial Business Response / [redacted] (1000, 5, 2017/06/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet would like to extend its apologies to [redacted] for the difficulties she has encountered with the delays in retrieving the rental equipment and the subsequent charges for unrecovered hardwareXplornet has reached out to the local service technician in [redacted] 's area and have asked that they reach out to book an appointment to recover the indoor equipment In the interim, a request to refund the payment processed has been sent to our billing apartmentOnce approved, the refund should be reflected in [redacted] 's bank account within 3-business days In closing, we would like to thank [redacted] for her time as a valued customer and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2016/02/26) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] ' account history in light of the concerns he's raised relating to the cancellation of his account and refund requestBased on our records, Xplornet received a cancellation inquiry from [redacted] in [redacted] however as she was not the registered account holder she was advised we would need to speak with [redacted] to complete the finalization of the accountXplornet did not hear from [redacted] until [redacted] when he contacted us by email to inquire about the finalization of his accountAt that time, he was advised that due to privacy regulations we would be unable to complete his cancellation request through email and would need to speak with him by phone for verification before his account could be finalizedUnfortunately, where we did not hear back from [redacted] to complete the cancellation, his account remained active and he continued to be billed in line with the terms of his service agreement To this end, recognizing [redacted] intention to cancel his services based on his [redacted] email we are prepared to backdate the cancellation of his account to [redacted] and once completed all charges billed since this date will be refunded back to his bank accountWhere our records reflect that [redacted] remains in possession of Xplornet's rental hardware we have also been attempting to reach him at the contact number provided to determine if arrangements can be made to recover our equipment however as his the number is no longer listed as in service, we are currently waiting on his response through email In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope that in agreeing to backdate his cancellation he will find this to represent an acceptable response Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/02/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Our phone # on their records is in serviceWhat is the amount that will be refunded to us and when can we expect to receive it?
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history relating to the charge she was billed for the replacement cost of her service modemBased on our review, we have agreed to meet [redacted] 's desired resolution and wish to extend our regrets for any inconvenience this matter has caused To this end, we have instructed our billing department to refund the $ [redacted] hardware charge that was billed to her account following the partial reversal of the charge that was completed after recovering our satellite receiverOnce the charge has been reversed a refund will be issued back to [redacted] 's credit card within the next 5-business days In closing, we hope that in agreeing to meet [redacted] 's desired resolution she will find this to represent an acceptable response to her complaint and thank her for her patience while we completed a review of this matter Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Revdex.com for being the facilitator in this favorable outcome! I am impressed Thank you Xplornet very much for considering and following through with the resolutionIt is much appreciated by my husband and I This was exactly the resolution I was seeking but was not sure would come to fruition, so I can say I am thrilled that it did I will await the refund and contact Xplornet if I have not seen it appear on my credit card in 10+ business days [redacted] Final Consumer Response / [redacted] (2000, 16, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, I received the remaining refund today so we can consider this case closed and satisfied! [redacted] Final Business Response / [redacted] (4000, 14, 2016/01/27) */ Thank you for forwarding the response provided by [redacted] to our attention In receiving her update, Xplornet forwarded [redacted] 's concerns to our Billing department to review the status of her refund which was recorded as having been completed on January 14thBased on their review we were able to confirm that while her account was credited for the full $ [redacted] hardware charge, due to her earlier payment the refund was processed in separate partsRegrettably, as [redacted] has noted, only one portion of her refund, the $ [redacted] was completed on January 14th and we sincerely apologize for this oversight Once we identified the issue [redacted] 's refund was processed for the remaining $ [redacted] on January 25th and she should expect to see the fund returned to her credit card within the next 24-hours In closing, on behalf of Xplornet we would like to extend our sincere apologies for any inconvenience this may have caused [redacted] and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded.? Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written.? I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only Thank you very much for your assistance in this matter!? This complaint can now be closed
Initial Business Response / [redacted] (1000, 6, 2017/05/09) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns she's reported with her service experienceBased on our review we understand she has experienced ongoing difficulties with her home phone service and we apologize for any inconvenience this matter has caused To this end, while Xplornet would like to continue to work with [redacted] to resolving the issues she's experienced, in good faith we will not seek to hold [redacted] to her service agreementIn the event [redacted] decides to move forward with the cancellation of her account she will not be responsible for an early termination fee and can do so by contacting our Care Centre at [redacted] In closing, we would again wish to extend our regrets for the difficulties [redacted] has experience and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review.? Xplornet will agree to meet the desired resolution requested by [redacted] and a credit of $(before tax) has been applied to offset his early cancellation feeAn updated final invoice will be issued later this month to reflect the adjustment and we extend our regrets to [redacted] for any inconvenience this matter may have caused.? In closing, on behalf of Xplornet we would also like to thank [redacted] for his patience as we reviewed his complaint and hope he will find this to represent an acceptable resolution.Sincerely,? Xplornet Communications?
Initial Business Response / [redacted] (1000, 5, 2017/02/23) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived We've reviewed the recording of [redacted] 's conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) 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 [redacted] 's early cancellation fee to $ [redacted] 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 [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications
Initial Business Response / [redacted] (***0, 6, 2016/07/04) */ Thank you for the opportunity to respond to the complaint filed on June 24, by [redacted] 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, [redacted] had been offered a subsidized residential Internet access account from Xplornet However, [redacted] 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 [redacted] , due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at [redacted] 's location that would meet his heavy usage requirements Xplornet then offered to provide [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 's local service area In initial discussions with [redacted] , 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 [redacted] 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 [redacted] a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, or MbpsAlternatively, [redacted] 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 [redacted] 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 [redacted] , 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 [redacted] to discuss options and arrange the necessary access to the site Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (***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 [redacted] The original 'Canopy' Internet monthly was $ [redacted] 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 $ [redacted] (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $ [redacted] 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 [redacted] who had got me in touch with [redacted] who worked for their commercial division and [redacted] 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 [redacted] they may reduce itI spoke with [redacted] about this a few times and he was not willing to reduce the $ [redacted] a month cost minus the $ [redacted] credit [redacted] 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? [redacted] 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 [redacted] Final Business Response / [redacted] (4000, 19, 2016/07/28) */ We write in response to the further rebuttal filed by [redacted] on July 22, A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at [redacted] 's location Xplornet has reached out to [redacted] 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 [redacted] has asked forXplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to [redacted] are the closest that we can come to meeting his specifications Xplornet is under no obligation to provide [redacted] 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 $ [redacted] per monthAs we have mentioned in our prior responses, Xplornet has already offered to provide [redacted] with a periodic cash payment in lieu of that residential service that [redacted] is free to use to obtain service from any other Internet service providerShould [redacted] continue to be unsatisfied with our available service options we would certainly understand if he chose to do so We have separately settled with [redacted] 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 [redacted] to schedule a date to install such safety features Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (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 [redacted] I had a [redacted] that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $ [redacted] / month and 15Mbps Dedicated Download and Upload for $ [redacted] / 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 $ [redacted] / month with $set up fee as opposed to the $ [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet submits the following for review After receiving notice of her complaint, Xplornet completed a review of [redacted] .'s account history in light of the concerns [redacted] has raised relating to recent usage charges billed to the accountBased on our review, Xplornet has verified that their account has shown a significant increase in their usage in recent months which resulted in their account being billed overage charges in line with the terms of their plans monthly usage allowance All customers on usage based billing plans are provided notifications via email as they approach (80%) and reach (100%) their monthly usage allowance, along with access to a usage tracker through their customer portalOur records reflect that all appropriate notifications were sent to the email address Xplornet had on file, which was in place since the establishment of their account and was also where their service invoices were being sentWe had no reason to believe there were any issues with the notifications being sent on their account as they had never contacted us previously to update the email address on fileWhere [redacted] has since updated the email address on the account, all future notifications will be sent to the updated address With respect to the usage charges they have been billed; while we have verified that the data being reported by their subscriber modem is correct and does correspond to usage at their location, where there is a significant increase in the volume they have used in recent months when compared to their previous monthly usage, Xplornet is prepared to adjust their charges in the interest of reaching a mutually acceptable agreement to resolve this matter To this end, Xplornet has reversed the greater of the recent usage charges they were billed, placing a [redacted] (before tax) usage credit on their accountAdditionally, as a gesture of good faith, we have also applied a one month service credit of $ [redacted] (before tax), making the total adjustment to their balance $ [redacted] (before tax)Further to this, In reviewing the alternate service packages available at their location, we would also be able to adjust their package to move them to a 'limited state' based service plan at a comparable monthly rate to avoid any future usage charges however they would need to contact our Care Centre [redacted] to request this be completed and discuss their package options In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] and [redacted] for any inconvenience this matter has caused, thank them for bringing their concerns to our attention, and we hope they will find this to represent an acceptable response to their complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We would like to accept this response from Xplornet, as we find it an acceptable response and an adequate offerWe will be contacting their Care Centre to arrange a package updateWe would again like to thank Xpornet for their time and efforts in our case and the Revdex.com for their quick and efficient assistance
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewXplornet has spoken with [redacted] regarding the upgraded service packages offered in his areaThe specific package [redacted] referenced in his complaint is not available on his existing satellite service platform however it is available in his area as part of an upgrade option on our HJsatellite networkTo this end, we have reached an agreement with [redacted] to provide a $upgrade of his existing service to our HJsatellite platform and will arrange for his package to be upgraded to the Xplore25/300GB/$119.99+tax plan once the work order for his service conversion has been completedIn closing, Xplornet would further like to extend its regrets for any inconvenience this caused [redacted] and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications Inc.?
Initial Business Response / [redacted] (1000, 5, **16/02/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raise relating to his request to be converted to our Fixed Wireless network after his recent conversion work order was returned indicating his location was outside of the coverage area Based on our review, we've identified that [redacted] contacted our Care Centre in October **to inquire about service availability on our Fixed Wireless network and was advised that he was not within range of the network but where we were expanding LTE coverage service may be available in the futureAfter hearing back from [redacted] in January **16, Xplornet agreed to cover the costs of a work order to complete a site survey at his location while noting that we could not guarantee that the service would be availableAfter hearing back from the dealer, they've advised they would not be able to attain sufficient line of sight at [redacted] 's location to allow for a service conversion to be completed Regrettably, while [redacted] 's postal code does place him within our Fixed Wireless coverage area, his residence is not able to access our Fixed Wireless network and satellite service remains the only Xplornet platform currently availableIn the event that LTE becomes accessible at his location at a later date, Xplornet will agree to waive the associated upgrade fee and allow him to remain on a month to month service term In light of this, as [redacted] has noted, Xplornet has offered to provide with a recurring $ [redacted] discount on his package if he wishes to maintain his current service and while Xplornet cannot offer to waive the overage charges associated with his current package, we would advise he maintains the option to move to a 'Limited State' based service plan that would not charge an overage fee but rather reduce his connection speeds once his bandwidth allowance has been exceededIf [redacted] would like to discuss the option of changing his service package, he can do so by contacting our Care Centre [redacted] In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, **16/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although it seems when written the way customer service has responded they are or have actually done something for me that is not caseInsulting at best [redacted] Having paid overage for a poor service for such a great length of time to now be told I could have the bandwidth capped and then a slower speed to avoid paying moreConcerning I was never aware of this option and if it was to be slowed down I am not sure how this is even possibleSlower would then become stopped [redacted] An actual solution could has saved my comments reaching my neighbours, community and with a simple post to [redacted] and other sites relating to internet providers [redacted] OverallThe response was insulting and if this can help at least one person to not make the mistake of doing business with you my time has not been wasted Final Business Response / [redacted] (4000, 9, **16/02/23) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review With respect to our "Limited State" packages, our records reflect that [redacted] contacted us to find out about conversion options relating to our LTE Fixed Wireless service in October 'and did not note any concerns he was having with his usage allowance or overage fees In reviewing the usage history associated with his account, prior to October ' [redacted] had only occasionally exceeded his 40GB monthly bandwidth allowance however since this time, his usage has increased each consecutive month, with his bandwidth consumption in January 'being more than double that of his monthly average over the past month periodTo this end, if [redacted] wishes to move to a "Limited State" based plan, this option is available to him, however we cannot agree to waive the overage charges associated with his account to provide him with an unlimited service package as he has requested If [redacted] would like to review further details on how our "Limited state" plans work, he can do so on our website at [redacted] In closing, while we regret that [redacted] is considering ending his service with us we would like to thank him for his time as a valued customer and extend our regrets for any inconvenience this matter has caused Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (4**0, 11, **16/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to the regurgitated response there is nothing new and very little to do with my original complaintListening and defending is not customer serviceI understand if this is viewed by other potential customers it may seem like a good idea but I am sure they can see through itOverage waiving was a solution to the misinformation I was given and slow serviceIt was to help me tolerate what I called to cancel and given hope that a better service would be coming within a couple monthsI did my part and stuck with itStanding behind what I was told that did not happenWhen is the service coming? Somebody when I called in **could tell me
Initial Business Response / [redacted] (1000, 5, 2016/11/23) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] '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 [redacted] 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 $ [redacted] 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 [redacted] and thank her for her patience as we reviewed her complaint Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] '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 [redacted] 's rental hardware after a technician identified his signal had degradedIn completing the work order, the installer was able to improve [redacted] '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 [redacted] 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 ($ [redacted] before tax) on the Kovachs' account along with a recurring $ [redacted] 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 [redacted] 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 / [redacted] (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 $ [redacted] 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 $ [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ [redacted] 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 [redacted] '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 [redacted] 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 [redacted] 's connection, and have recently made adjustments to his receiver in the interest of improving his service experienceIn speaking with [redacted] 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 [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her accountBased on our review, we have confirmed that [redacted] accepted a year service term on April 3, 2013, ending April 2, and an early cancellation fee of $ [redacted] would apply in the event that she finalized her account prior to the completion of her service commitment That being said, having reviewed [redacted] 's recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgradeWhile there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused To this end, recognizing [redacted] has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account In closing, on behalf of Xplornet we would like to extend our sincere apologies to [redacted] for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you XplornetI accept your apology and appreciate that you have decided to waive the cancellation fee
Thank you for forwarding the information provided by [redacted] Upon receipt of [redacted] 's complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com Review of the account shows that the subscriber module installed at [redacted] 's location was obtaining sufficient signal to support the package but was connecting to more than one access point in the areaIf the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to anotherIn acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend [redacted] 's location to repoint the subscriber moduleNow that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide [redacted] with an improved service experience While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network [redacted] connects to may experience some degradation in experience during periods of higher utilization on the networkUpgrades have been scheduled to add additional capacity to this site in February As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $which will be visible on the December 1, invoice In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that [redacted] experienced and thank him for his patience and understandingIf [redacted] has any further questions, comments, or concerns, we are available 24/7/at [redacted] ? to best assist Sincerely,Xplornet Communications
Thank you for forwarding the information provided by [redacted] Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of the delay in receiving her refundUpon receipt of [redacted] ’s complaint, a thorough review of the account history has been completed in order to address the concerns as outlined in her complaint to the Revdex.com Our records show that a request was sent to our billing department on December 5, 2017, to expedite the refund for returned hardwareA full refund of $was refunded to the payment method listed on [redacted] ’s account on December 7, It may take 3-business days for the refund to be visible due to bank turnaround times In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/04/13) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she's raised regarding her service conversion and repairs to her existing internet serviceBased on our review, we recognize necessary repairs to her service were not completed when a conversion to our LTE service was attempted as part of our efforts to improve her service experience and for this we sincerely apologize Xplornet have since completed an updated work order on April 10th to restore [redacted] 's connection and technicians have reviewed her signal to ensure she is meeting the requirements for her service packageIn addition to the compensation [redacted] was previously provided for her downtime we have also placed a month credit ($ [redacted] before tax) on her account in good faith which will be visible on her next monthly invoice In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for her inconvenience and our thanks her for her patience as we worked to rectify her concerns Sincerely, Xplornet Communications Inc
We are not able to pay an amount of four hundred dollars for the cancellation of the service ,,,, we are on fix income and all our dollars are accounted for,,, we would like the Xplornet company to reconsider their cancellation fee which are enormous for us ,,,, if you could make them understand that a better amount would be considered an ok between us and themwe need your help to resolve this situation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you
Initial Business Response / [redacted] (1000, 5, 2017/06/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet would like to extend its apologies to [redacted] for the difficulties she has encountered with the delays in retrieving the rental equipment and the subsequent charges for unrecovered hardwareXplornet has reached out to the local service technician in [redacted] 's area and have asked that they reach out to book an appointment to recover the indoor equipment In the interim, a request to refund the payment processed has been sent to our billing apartmentOnce approved, the refund should be reflected in [redacted] 's bank account within 3-business days In closing, we would like to thank [redacted] for her time as a valued customer and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2016/02/26) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] ' account history in light of the concerns he's raised relating to the cancellation of his account and refund requestBased on our records, Xplornet received a cancellation inquiry from [redacted] in [redacted] however as she was not the registered account holder she was advised we would need to speak with [redacted] to complete the finalization of the accountXplornet did not hear from [redacted] until [redacted] when he contacted us by email to inquire about the finalization of his accountAt that time, he was advised that due to privacy regulations we would be unable to complete his cancellation request through email and would need to speak with him by phone for verification before his account could be finalizedUnfortunately, where we did not hear back from [redacted] to complete the cancellation, his account remained active and he continued to be billed in line with the terms of his service agreement To this end, recognizing [redacted] intention to cancel his services based on his [redacted] email we are prepared to backdate the cancellation of his account to [redacted] and once completed all charges billed since this date will be refunded back to his bank accountWhere our records reflect that [redacted] remains in possession of Xplornet's rental hardware we have also been attempting to reach him at the contact number provided to determine if arrangements can be made to recover our equipment however as his the number is no longer listed as in service, we are currently waiting on his response through email In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope that in agreeing to backdate his cancellation he will find this to represent an acceptable response Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/02/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Our phone # on their records is in serviceWhat is the amount that will be refunded to us and when can we expect to receive it?
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history relating to the charge she was billed for the replacement cost of her service modemBased on our review, we have agreed to meet [redacted] 's desired resolution and wish to extend our regrets for any inconvenience this matter has caused To this end, we have instructed our billing department to refund the $ [redacted] hardware charge that was billed to her account following the partial reversal of the charge that was completed after recovering our satellite receiverOnce the charge has been reversed a refund will be issued back to [redacted] 's credit card within the next 5-business days In closing, we hope that in agreeing to meet [redacted] 's desired resolution she will find this to represent an acceptable response to her complaint and thank her for her patience while we completed a review of this matter Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Revdex.com for being the facilitator in this favorable outcome! I am impressed Thank you Xplornet very much for considering and following through with the resolutionIt is much appreciated by my husband and I This was exactly the resolution I was seeking but was not sure would come to fruition, so I can say I am thrilled that it did I will await the refund and contact Xplornet if I have not seen it appear on my credit card in 10+ business days [redacted] Final Consumer Response / [redacted] (2000, 16, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, I received the remaining refund today so we can consider this case closed and satisfied! [redacted] Final Business Response / [redacted] (4000, 14, 2016/01/27) */ Thank you for forwarding the response provided by [redacted] to our attention In receiving her update, Xplornet forwarded [redacted] 's concerns to our Billing department to review the status of her refund which was recorded as having been completed on January 14thBased on their review we were able to confirm that while her account was credited for the full $ [redacted] hardware charge, due to her earlier payment the refund was processed in separate partsRegrettably, as [redacted] has noted, only one portion of her refund, the $ [redacted] was completed on January 14th and we sincerely apologize for this oversight Once we identified the issue [redacted] 's refund was processed for the remaining $ [redacted] on January 25th and she should expect to see the fund returned to her credit card within the next 24-hours In closing, on behalf of Xplornet we would like to extend our sincere apologies for any inconvenience this may have caused [redacted] and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded.? Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written.? I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only Thank you very much for your assistance in this matter!? This complaint can now be closed
Initial Business Response / [redacted] (1000, 6, 2017/05/09) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns she's reported with her service experienceBased on our review we understand she has experienced ongoing difficulties with her home phone service and we apologize for any inconvenience this matter has caused To this end, while Xplornet would like to continue to work with [redacted] to resolving the issues she's experienced, in good faith we will not seek to hold [redacted] to her service agreementIn the event [redacted] decides to move forward with the cancellation of her account she will not be responsible for an early termination fee and can do so by contacting our Care Centre at [redacted] In closing, we would again wish to extend our regrets for the difficulties [redacted] has experience and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review.? Xplornet will agree to meet the desired resolution requested by [redacted] and a credit of $(before tax) has been applied to offset his early cancellation feeAn updated final invoice will be issued later this month to reflect the adjustment and we extend our regrets to [redacted] for any inconvenience this matter may have caused.? In closing, on behalf of Xplornet we would also like to thank [redacted] for his patience as we reviewed his complaint and hope he will find this to represent an acceptable resolution.Sincerely,? Xplornet Communications?
Initial Business Response / [redacted] (1000, 5, 2017/02/23) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived We've reviewed the recording of [redacted] 's conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) 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 [redacted] 's early cancellation fee to $ [redacted] 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 [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications
Initial Business Response / [redacted] (***0, 6, 2016/07/04) */ Thank you for the opportunity to respond to the complaint filed on June 24, by [redacted] 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, [redacted] had been offered a subsidized residential Internet access account from Xplornet However, [redacted] 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 [redacted] , due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at [redacted] 's location that would meet his heavy usage requirements Xplornet then offered to provide [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 's local service area In initial discussions with [redacted] , 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 [redacted] 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 [redacted] a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, or MbpsAlternatively, [redacted] 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 [redacted] 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 [redacted] , 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 [redacted] to discuss options and arrange the necessary access to the site Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (***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 [redacted] The original 'Canopy' Internet monthly was $ [redacted] 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 $ [redacted] (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $ [redacted] 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 [redacted] who had got me in touch with [redacted] who worked for their commercial division and [redacted] 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 [redacted] they may reduce itI spoke with [redacted] about this a few times and he was not willing to reduce the $ [redacted] a month cost minus the $ [redacted] credit [redacted] 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? [redacted] 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 [redacted] Final Business Response / [redacted] (4000, 19, 2016/07/28) */ We write in response to the further rebuttal filed by [redacted] on July 22, A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at [redacted] 's location Xplornet has reached out to [redacted] 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 [redacted] has asked forXplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to [redacted] are the closest that we can come to meeting his specifications Xplornet is under no obligation to provide [redacted] 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 $ [redacted] per monthAs we have mentioned in our prior responses, Xplornet has already offered to provide [redacted] with a periodic cash payment in lieu of that residential service that [redacted] is free to use to obtain service from any other Internet service providerShould [redacted] continue to be unsatisfied with our available service options we would certainly understand if he chose to do so We have separately settled with [redacted] 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 [redacted] to schedule a date to install such safety features Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (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 [redacted] I had a [redacted] that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $ [redacted] / month and 15Mbps Dedicated Download and Upload for $ [redacted] / 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 $ [redacted] / month with $set up fee as opposed to the $ [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet submits the following for review After receiving notice of her complaint, Xplornet completed a review of [redacted] .'s account history in light of the concerns [redacted] has raised relating to recent usage charges billed to the accountBased on our review, Xplornet has verified that their account has shown a significant increase in their usage in recent months which resulted in their account being billed overage charges in line with the terms of their plans monthly usage allowance All customers on usage based billing plans are provided notifications via email as they approach (80%) and reach (100%) their monthly usage allowance, along with access to a usage tracker through their customer portalOur records reflect that all appropriate notifications were sent to the email address Xplornet had on file, which was in place since the establishment of their account and was also where their service invoices were being sentWe had no reason to believe there were any issues with the notifications being sent on their account as they had never contacted us previously to update the email address on fileWhere [redacted] has since updated the email address on the account, all future notifications will be sent to the updated address With respect to the usage charges they have been billed; while we have verified that the data being reported by their subscriber modem is correct and does correspond to usage at their location, where there is a significant increase in the volume they have used in recent months when compared to their previous monthly usage, Xplornet is prepared to adjust their charges in the interest of reaching a mutually acceptable agreement to resolve this matter To this end, Xplornet has reversed the greater of the recent usage charges they were billed, placing a [redacted] (before tax) usage credit on their accountAdditionally, as a gesture of good faith, we have also applied a one month service credit of $ [redacted] (before tax), making the total adjustment to their balance $ [redacted] (before tax)Further to this, In reviewing the alternate service packages available at their location, we would also be able to adjust their package to move them to a 'limited state' based service plan at a comparable monthly rate to avoid any future usage charges however they would need to contact our Care Centre [redacted] to request this be completed and discuss their package options In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] and [redacted] for any inconvenience this matter has caused, thank them for bringing their concerns to our attention, and we hope they will find this to represent an acceptable response to their complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We would like to accept this response from Xplornet, as we find it an acceptable response and an adequate offerWe will be contacting their Care Centre to arrange a package updateWe would again like to thank Xpornet for their time and efforts in our case and the Revdex.com for their quick and efficient assistance
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewXplornet has spoken with [redacted] regarding the upgraded service packages offered in his areaThe specific package [redacted] referenced in his complaint is not available on his existing satellite service platform however it is available in his area as part of an upgrade option on our HJsatellite networkTo this end, we have reached an agreement with [redacted] to provide a $upgrade of his existing service to our HJsatellite platform and will arrange for his package to be upgraded to the Xplore25/300GB/$119.99+tax plan once the work order for his service conversion has been completedIn closing, Xplornet would further like to extend its regrets for any inconvenience this caused [redacted] and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications Inc.?
Initial Business Response / [redacted] (1000, 5, **16/02/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raise relating to his request to be converted to our Fixed Wireless network after his recent conversion work order was returned indicating his location was outside of the coverage area Based on our review, we've identified that [redacted] contacted our Care Centre in October **to inquire about service availability on our Fixed Wireless network and was advised that he was not within range of the network but where we were expanding LTE coverage service may be available in the futureAfter hearing back from [redacted] in January **16, Xplornet agreed to cover the costs of a work order to complete a site survey at his location while noting that we could not guarantee that the service would be availableAfter hearing back from the dealer, they've advised they would not be able to attain sufficient line of sight at [redacted] 's location to allow for a service conversion to be completed Regrettably, while [redacted] 's postal code does place him within our Fixed Wireless coverage area, his residence is not able to access our Fixed Wireless network and satellite service remains the only Xplornet platform currently availableIn the event that LTE becomes accessible at his location at a later date, Xplornet will agree to waive the associated upgrade fee and allow him to remain on a month to month service term In light of this, as [redacted] has noted, Xplornet has offered to provide with a recurring $ [redacted] discount on his package if he wishes to maintain his current service and while Xplornet cannot offer to waive the overage charges associated with his current package, we would advise he maintains the option to move to a 'Limited State' based service plan that would not charge an overage fee but rather reduce his connection speeds once his bandwidth allowance has been exceededIf [redacted] would like to discuss the option of changing his service package, he can do so by contacting our Care Centre [redacted] In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, **16/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although it seems when written the way customer service has responded they are or have actually done something for me that is not caseInsulting at best [redacted] Having paid overage for a poor service for such a great length of time to now be told I could have the bandwidth capped and then a slower speed to avoid paying moreConcerning I was never aware of this option and if it was to be slowed down I am not sure how this is even possibleSlower would then become stopped [redacted] An actual solution could has saved my comments reaching my neighbours, community and with a simple post to [redacted] and other sites relating to internet providers [redacted] OverallThe response was insulting and if this can help at least one person to not make the mistake of doing business with you my time has not been wasted Final Business Response / [redacted] (4000, 9, **16/02/23) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review With respect to our "Limited State" packages, our records reflect that [redacted] contacted us to find out about conversion options relating to our LTE Fixed Wireless service in October 'and did not note any concerns he was having with his usage allowance or overage fees In reviewing the usage history associated with his account, prior to October ' [redacted] had only occasionally exceeded his 40GB monthly bandwidth allowance however since this time, his usage has increased each consecutive month, with his bandwidth consumption in January 'being more than double that of his monthly average over the past month periodTo this end, if [redacted] wishes to move to a "Limited State" based plan, this option is available to him, however we cannot agree to waive the overage charges associated with his account to provide him with an unlimited service package as he has requested If [redacted] would like to review further details on how our "Limited state" plans work, he can do so on our website at [redacted] In closing, while we regret that [redacted] is considering ending his service with us we would like to thank him for his time as a valued customer and extend our regrets for any inconvenience this matter has caused Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (4**0, 11, **16/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to the regurgitated response there is nothing new and very little to do with my original complaintListening and defending is not customer serviceI understand if this is viewed by other potential customers it may seem like a good idea but I am sure they can see through itOverage waiving was a solution to the misinformation I was given and slow serviceIt was to help me tolerate what I called to cancel and given hope that a better service would be coming within a couple monthsI did my part and stuck with itStanding behind what I was told that did not happenWhen is the service coming? Somebody when I called in **could tell me
Initial Business Response / [redacted] (1000, 5, 2016/11/23) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] '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 [redacted] 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 $ [redacted] 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 [redacted] and thank her for her patience as we reviewed her complaint Sincerely, Xplornet Communications