Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet would like to extend its apologies to *** 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 ***'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 ***'s bank account within 3-business days
In closing, we would like to thank *** for her time as a valued customer and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 11, 2017/10/06) */
Thank you for forwarding the information provided by *** to our attention
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns as outlined in his complaint
Our records show that while troubleshooting with ***, we were unable to determine the root cause of the issues he was experiencing with the serviceSignal readings on the equipment installed at his location were exceeding the requirements for his service package but he was unable to browse when connecting via wireless to the serviceAs the Xplornet service is intended for a direct connection to one computer, *** was advised that there may be additional charges for the completion of a work order if the issue is deemed to be with the wireless router and not with the Xplornet rental equipment*** declined the work order at this time and asked that it be cancelled as he did not want to pay
In review of the case history on ***'s account, and in acknowledgement of the concerns he has expressed, Xplornet would agree to waive **% of his early cancellation fees should he still wish to cancelAt this time we would request that *** contact us to complete troubleshooting while directly connected to the Xplornet service, to one device, to rule out the wireless router as the cause of his service disruptionIf ***'s service is not allowing him to browse while directly connected to the Xplornet service, a service call would be covered under his installation warranty and would be at no cost to him
Xplornet is available 24/7/at *** to best assist and would welcome *** to contact us at his earliest convenience to troubleshoot his connection issues or process a cancellation
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 13, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with xplornet,they blatently lied to the Revdex.com,as I have already done the troubleshooting that they suggestedI was told by the gentleman I was speaking with that I had internet and that I he figured it was the small black box which is property of ***.I am not in any financial situation to be paying fees for service that I have not received.I have not touched any of the equipment nor have a moved any wires etc.That being said I do not feel how I am responsible in any way ,shape or form for having no internet serviceI've paid over $*** so far and received less than a month of service.Also I would like to note that I had to fasten the cable to the roof myself and screw the splitter on myselfIs that my job?No it is not,I am an exterior contractor not a satellite/internet installation tech.Xplornet is only willing to see things their own way,not the way of me (the customer)Would waste my time doing all this if I didn't feel I was being treated poorly and unfairly?No I sure wouldn't,I'm a busy business man that puts customers first and have taken losses on jobs more than once to make sure the customer is percent satisfiedI do not intend to let this go by the way side as I have a child to raise and this takes food out of her mouth.I would drive the equipment to lethbridge,give it back to la satellite personally if Xplornet would be a company that puts customers first and will let me out of the contract with * fee.If this resolution cannot be met I will take action as neededThankyou for your consideration in this matter
Final Business Response /* (4000, 15, 2017/10/10) */
Thank you for forwarding ***'s response
Xplornet apologizes that *** remains unsatisfied with the resolution proposed in its previous responseXplornet prides itself on being customer first; we put the customer at the heart of everything we do to achieve customer satisfaction and loyaltyAs a resolution to the concerns that *** has continued to address in his response to the Revdex.com, Xplornet has agreed to waive any fees associated with the termination of his account should he decide to cancel
While Xplornet has agreed to waive any charges associated with the termination of his account, should *** decide to maintain the service Xplornet would agree to cover the cost of a one-time work order should the issue not be relating to the Xplornet equipmentIn order to proceed with the work order, or to process a cancellation, we would ask that *** reach out to Xplornet at *** at his earliest convenience
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 17, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with this resolution.I did not feel I was given the service that I paid for abd am satisfied that Xplornet agreed to waive any early cancellation fees associated with my account.Thankyou for your assistance in this matter and although I was not happy with xplornets service they did provide me with a resolution in which puts the customer first
Initial Business Response /* (1000, 5, 2016/10/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of *** account history in light
of the delays he's reported with his refund following the cancellation of his accountBased on our review we've confirmed that *** rental hardware was recovered in early September and the appropriate credits were applied to his accountRegrettably, due to an oversight his refund request was not actioned in a timely fashion and for this we apologize
In reaching out to our billing department to have this addressed, we have requested they expedite the return of *** $*** credit balance and he should expect to see the refund posted to his credit card within the next 2-business days
In closing on behalf of Xplornet we would like to thank *** for his patience while we investigated the concerns raised in his complaint and again extend our sincere apologies for any inconvenience this issued may have caused
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/08/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of 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 and the subsequent equipment charge billed to her accountBased on our review of ***'s experience, Xplornet has revisited our earlier decision and have reversed the hardware charges billed to her account
To this end, Xplornet's billing department has applied a hardware credit of $*** (before tax) to ***'s account and a refund will be issued back to her credit card for any service charges she was billed following her cancellationWhile we will be making a further attempt to recover our hardware from ***'s former residence, in the event that we are unable to do so she will not be held responsible for the replacement costs of the system
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/04/08) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raisedBased on our review, we have identified that ***'s Xplornet services were activated on February 18th, on a year service commitment on our Xplore'Limited State' plan ($***/month before tax); providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a monthly usage allowance of 50GB
To establish the activation of her account *** was required to complete the verification of her agreement through our Customer Activity Centre, confirming the details of her account information and acknowledging she had read and accepted Xplornet's Terms of ServiceOur records reflect that *** completed the activation of her account on February 18th, through our Customer Activity Centre
As part of our Terms of Service, Section "The Service and Speed" it is explained that due to the nature of the internet network we are unable to guarantee specific upload or download speeds when navigating to specific sitesIt also documents that Xplornet employs traffic management practices to ensure equitable access to the service for all Xplornet subscribersAll information relating to our Terms of Service and Xplornet's traffic management policies are readily available on our website and can be reviewed***
With respect to her service concerns, Xplornet is committed to working with customers who report problems with their connection to diagnose any issues with their rental hardware or on our network and if necessary issue a work order to resolveTo this end, when *** notified us of an issue with her connection following her installation technical representatives reviewed her system readings to verify she was meeting our service guidelines but were unable to identify any issues with her rental hardwareIn good faith, we agreed to have a work order issued to review the connection however as the problem was ultimately identified as a PC issue the work order was declinedWhen she reported further concerns in March while making payment arrangements, technicians were able to restore her connection by power cycling her modem but did not note any further issues with her service
That being said, recognizing *** has not been satisfied with her service experience, in the interest of identifying an acceptable resolution we are prepared to waive the remainder of her service contract to allow her to move to a month to month term and would not seek an early cancellation fee in the event that she decides to finalize her service
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope *** will find this to represent an acceptable proposal to resolve her complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/03/27) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by *** in her complaint to the Revdex.com
Our records
show that *** contacted Xplornet on March 18, 2017, to inquire about the invoices and subsequent payments withdrawn from her accountUnfortunately our records did not reflect any request to terminate services in September and as such the account was cancelled as of the day *** contacted XplornetIn discussion with a supervisor on March 21, 2017, Xplornet agreed to refund *** the amount of $*** for months serviceAs outlined in Xplornet's End User Agreement, in Section 9, 'payments', "All charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old." ***
As a show of good faith, Xplornet is prepared to refund *** in the amount of two additional month's serviceA refund request of $*** has been submitted to the billing department and will be returned to the default method of payment listed on ***'s account The refund request should be completed within 5-business days
In closing, on behalf of Xplornet, I would like to thank *** for her patience and understanding as we work towards determining satisfactory resolution to her complaintIf *** has any further questions, comments, or concerns, we would ask that she contact us at her earliest convenience - we are available 24/7/at*** to best assist
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/06/13) */
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 her payment concerns and the difficulties she's noted with her service experienceBased on our review we've identified that *** accepted a year service term on our Xplore 10Mbps/50GB 'Limited State' satellite package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of her account was completed on April 12, once *** confirmed she had read and accepted our Terms of Service and provided confirmation of her pre-authorized payment method
As part of Xplornet's Terms of Service *** received a day money back guarantee during which time she was free to finalize her account without penalty for any reason if she did not find the service met her expectationsOur records however do not reflect that any service related concerns were been brought to our attention and we have identified that the cause of her service reduction following her first weeks in service was due to *** exceeding her 50GB monthly bandwidth allowance, placing her account in "Limited State' until her usage reset at the beginning of her next month's bill cycle
With respect to the payments being disputed by ***, Xplornet issued an invoice for her initial service charges following the activation of her account and a payment was attempted based on the pre-authorized payment method she providedAs her initial payment was unsuccessful further attempts were made to process the payment following monthUnfortunately, as we did not receive her payment until weeks after her service activation her next month's invoice was due the following week but was again returned unsuccessful
As we've explained to ***, in the event that she was unable to make a payment she must notify us in order for alternate arrangements to be made where she is responsible for ensuring sufficient funds are available to complete her paymentSimilarly, where *** did not report any difficulties with her service we have not been provided an opportunity to troubleshoot her concerns and have been unable to identify any problems on our end with her rental hardware
With that being said, recognizing *** has been unsatisfied with her service experience, while we remain more than willing to work with her to investigate any service issues she's experiencing, in the interest of reaching a mutually acceptable resolution Xplornet will agree to waive the remainder of her contract commitment allowing her account to be closed without penaltyTo this end, Xplornet has been attempting to reach *** to confirm her cancellation request and make arrangements to recover our rental hardware but have not yet heard back
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because this allowed both of us to be heard and for both parties to come to an understanding about what was going onI did not know that I would be committing to a year contract when I signed up for Xplorenet, I was just told that I could upgrade my account if need be, but because it was already ***$ I didn't want to have to pay extra for internetI am happy we are able to come to terms and have this dealt with without further incident
As of communication with Xplornet, I have not called them back because I don't want to be more upset on the phone with them, I just want this dealt with and thats it
Initial Business Response /* (***0, 5, 2015/12/21) */
We'd like to thank you for bringing ***'s concerns to our attention In response to ***'s concerns, the following is available for review
Following a recent site visit, *** was made aware of damage to his roof and
was advised the damage was caused at the time of his installation in *** is requesting the damage be repaired to the original state of his roof
We have reviewed ***'s account and note our *** services were installed on January 4, by *** *** reported some intermittent service issues in February which were resolved by a repoint during a site visit at the time Further service issues were not reported until August and September at which point we issued a work order to*** to resolve the issues he'd been experiencing In October 2015, *** made Xplornet aware of the damage identified during the site visit in September but indicated he had not attempted to address the damage with the original dealership who installed his services Xplornet did agree to credit back $** + taxes to cover the cost of this site visit as a gesture of good faith for the damage reported to their property Furthermore, as indicated by ***, the damage has already been repaired to Xplornet's standards by*** while they were on site in October
In an effort to compensate *** for his experience and the damage claimed to be caused by one of our installers, Xplornet has issued a total of $*** taxes in credits to ***'s account between September 24, and October 7,
Xplornet would like to extend their regrets for the inconvenience this matter has caused *** and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for forwarding the company's responseClarification must be made to the inaccurate response from Xplornet
First, to address "not attempting to address the damage with the original dealership who installed his services"At the time I contacted Xplornet to address the damage that was recently brought to my attention by ***, the rep asked if I had attempted to contact ***I indicated that I had not and went on to explain that *** wore the Xplornet Company name when they did the install, so as far as I was concerned at that time, Xplornet needed to address the issue with the original installer that Xplornet paid to do a serviceThe conversation did not end there, there was no indication that the onus was on me to then take the issue up with the original installer, rather the rep indicated someone would look into it and get back with me
Second, to address the statement "as indicated by ***, the damage has already been repaired to Xplornet's standards by *** *** while they were on site in October" is nothing more than fabricationI did not indicate that in my original letter, nor was the roof repaired by ***I purchased new Lag screws and silicone and went up on the roof to patch the exposed holes myself so that no further weather could penetrate my roofHow can Xplornet indicate it was repaired to their standards when: 1) I did the work and 2) no one came out to inspect the "repair", take pictures or even ask if I (the customer) was satisfied with the so called "repair"? There needs to be new shingles installed to repair my roof back to the proper state, not screws with silicone plugging the holes that Xplornet originally made in error
The third issue is the amount of refund Xplornet issuedYes there was a refund issued, but once again, let me clarifyNone of the refund was for the damage to the roof* + taxes was for the bi pod pole that was suggested to purchase from ***, so that I could get some type of reception for my Satellite servicesI asked Xplornet to cover that cost because at the time, my service was non-existent to the point I could not even get a search engine to appear when I attempted to gain access to the internetAs far as the other refunds, the reps from Xplornet issued these simply because I did not have any service at all or intermittent at best, but was continuing to pay for the service automatically on a monthly basisIf the company was being completely truthful, they would have indicated the countless hours my *** and I spent on the phone to try and resolve no service issues instead of attempting to downplay the inaccurate events that lead up to me cancelling their services
***
Final Business Response /* (4000, 9, 2016/01/11) */
Thank you for forwarding the response submitted by *** to us We regret *** was not satisfied with our response and feels we were not being truthful
Xplornet dealerships are independent contractors for Xplornet Xplornet completed an internal review of the damage at ***'s property following his report of the damage to us on October 9, As part of the investigation, we noted the pictures sent to us by ***, indicated the holes had been sealed at the time of the installation in January although the sealant was starting to wear
As indicated in our previous response, it is Xplornet's policy to have the installer seal any holes drilled while on site and this appears to have been done based on the pictures provided by ***
Xplornet apologizes for the misinformation provided in our previous response *** did not indicate the damage had been repaired by*** in his previous response*** indicated to Xplornet when completing the work order for ***'s location on September 29, they had repaired the damage found while on site at his location *** has since indicated he was the one who repaired the damage In either case, Xplornet is willing to extend a month credit of $*** + taxes The credit was applied to his account today and a request has been sent to our Billing department to issue a refund back to the method of payment we have on file
Xplornet issued a number of credits to ***'s account in an attempt to resolve his dispute regarding the damage to his property and compensate him for the service issues he experienced in September In September 2015, Xplornet issued a $*** + taxes due to the service issues *** had experienced, another $*** + taxes credit was applied for the hours he and his *** had spent on the phone despite this not being something we typically credit for We issued another $*** + taxes due to all the issues he'd been experiencing with the damage to his property and service issues In October, we issued a $** credit to further compensate for their issues and the damage reported to be caused to his roof and another $*** + taxes credit to cover the bipod tower installed on his property due to the damage caused to his roof Xplornet does not cover the cost of additional height such as bipod towers if it is required to gain sufficient signal to our service, this is normally a cost incurred by the customer if it is required for their service In good faith for the damage reported to his property, Xplornet agreed to credit the cost of the bipod due to the complaint filed for the damage to his property
Xplornet would like to extend their regrets for the inconvenience this matter has caused
Initial Business Response /* (1000, 5, 2016/07/04) */
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 payment concerns she's raisedBased on our review , our records reflect that ***'s automated payments were attempted on the payment due date specified on her monthly service invoice and appropriate past-due notifications were issued whenever a payment was missed instructing her to contact us as soon as possible to update her payment information or make alternative payment arrangements
When a payment is missed and we do not receive a response from the customer to update their payment method or make alternate arrangements, one retry attempt will be made and if the payment remains unsuccessful it is applied to their next month's invoiceWhere ***'s invoices were issued days before her payment due date, she was provided sufficient opportunity to contact us in the event that she would be unable to facilitate her monthly payment
While we regret that *** incurred additional charges through her bank after we were unable to successfully take a payment from her pre-authorized payment method, where the charges did not result from a billing error or an erroneous charge to her account, we are not be in a position to issue a refund and *** would need to dispute these charges with her bank
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope *** will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 12, 2017/02/09) */
Thank you for forwarding the information provided by ***
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light of the concerns she's reported with her monthly usage allowance
and the available service packagesBased on our review, we've confirmed *** is currently subscribed to the highest offering available in her area, our Xplore 10/75GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 75GB
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowanceFor customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, *** has declined both of these options
At this time, we do not have any alternative service options available at ***'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowancesTo this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch next generation satellitesIn the interim, in light of ***'s concerns and the current package offerings available in her area, Xplornet would be willing to waive any costs associated with the termination of her Xplornet account should she decide to cancel
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Thank you for forwarding the information provided by *** *** to our attentionIn response, the following is available for reviewXplornet has spoken with *** *** regarding the upgraded service packages offered in his areaThe specific package *** *** 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 *** *** 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 *** *** and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided from *** to our attention
Upon receipt of his complaint, review of the account history was completed to address the concerns that *** has raised in his complaint to the Revdex.com
Our records show that *** had the LTE Fixed Wireless service installed in July Xplornet was first made aware of concerns that *** had with the service when he called in on September 21, 2016, stating that he had been experiencing intermittent serviceAs Xplornet had not spoken with him previously, we suggested *** speak with our technical department in order to complete troubleshooting steps to address the concerns that he'd raised in regards to his service experienceUnfortunately at the time of the call *** was not at the residence where the service was located and he was not able to complete troubleshooting with a technical representative
Xplornet would like the opportunity to troubleshoot with *** to address the concerns that he has expressed in his complaintWhere our service is designed for a direct connection to one computer, in order to properly address ***'s concerns we would ask that he have a device capable of supporting a direct connection to our service via Ethernet on siteAt this time, where we have been unable to complete troubleshooting and have not deemed there to be an issue with the configuration of the LTE Fixed Wireless system, the termination fees would apply should *** choose to terminate his contract before the end of the year agreementOur contact center is available 24/7/at *** to best assist and should *** contact us we would be happy to complete troubleshooting to diagnose and address any issues with his connection
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint
Sincerely,
***
Customer Care Response Coordinator
Xplornet Communications Inc
TFN: ***
Customer Care Centre: ***
***
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently I need to have a device with an Ethernet port to resolve the problem as per my last conversation with xplornetI do not have any computers or devices with Ethernet in this house so there is no way to fix the problemI use mobile devices to access the internetSo I still do not have any internet and would like this service to be canceled
Final Business Response /* (4000, 9, 2016/10/17) */
Thank you for forwarding the information provided from *** to our attention
Unfortunately the minimum requires of our service (as outlined on our website: https://www.xplornet.com/questions/system-requirements/) do require a direct connection via Ethernet to our service, so it is best effort to troubleshoot and address service concerns when we are unable to establish said direct connectionReview of ***'s connection to the equipment shows that the subscriber module is currently offline on our endUnfortunately we are unable to determine the cause as we have been unable to complete troubleshooting with ***
Xplornet would like the opportunity to address the concerns that *** has expressed in his complaintAt this time we would be willing to dispatch a service call to *** location to have one of our certified technicians in the area review his connectionShould there be an issue with the Xplornet hardware, or the network, Xplornet would cover the cost of a standard service callThis would not include mileage beyond **KM round trip should it apply, or anything above and beyond a standard service call like extra height, hardware, or extra laborHowever, if the issue is outside of the Xplornet network, the service call would be at the cost of ***(ie: PC issue, internal network error, router issue, etc)If *** is interested in having Xplornet send a technician out to his residence, Xplornet would be more than willing to comply in an attempt to resolve his issues
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint
Final Consumer Response /* (4200, 11, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seriously? What a jokeIt took two weeks just for them (xplornet) to finally want to send a tech over And they want me to continue with their servicesI don't think so Tell them to *** Literally, ***
Initial Business Response /* (**00, 5, 2016/05/26) */
Thank you for forwarding the information provided by *** to our attention In response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history to
investigate the ongoing issues he has reported with his connection speeds during peak service periodsFirst, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network he connects to for service does experience periods of heavy usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, our Network Operations team is monitoring the issue and we can assure *** that we are doing everything within our control to improve the network's performance
Regrettably, as *** has noted, Xplornet does not currently have a specific timeframe for when this issue will be rectified but recognize that this matter has been a source of frustration and for this we apologizeIn the interim, as a sign of good faith Xplornet has placed a month credit, along with a recurring month $** service discount on ***'s account and we will continue to keep him informed of updates as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to work towards improving his service experience on the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT THEIR *** RESPONSE
I accepted an increase in monthly internet costs and loss of unlimited data plan from the new *** Internet provider, with the promise of superior service
As I've documented to them, I will not accept mbps for hours EVERY night with the promise of "upto ** mbps," at $** per month
I***
Final Business Response /* (4000, 9, 2016/06/06) */
Thank you for forwarding ***'s rebuttal to our attentionWe understand that he is unsatisfied with his service experience and regret the difficulties he's experienced with his connection during peak service periods
We are aware of the concerns he has noted and have acknowledged that during periods of heavy usage on the network his speeds may be impactedThis is part of a known issue we have identified in the area that we are working to address as we continue to invest in network improvements to enhance performance
As a further gesture of good faith we have increased the recurring monthly discount that has been applied to ***'s account from $** to $** and have waived the contract renewal agreement associated with his conversion, allowing him to finalize his account without penalty if he remains unsatisfied with his service experience
In closing, we would again wish to extend our apologies to *** for any inconvenience this matter has caused and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Final Consumer Response /* (4200, 11, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An apology and a price rollback to my previous monthly expense from a monopoly provider is not a solutionMy problem with EXTREMELY internet service remains -- mbps
***
***
***
***
Initial Business Response /* (1000, 5, 2016/09/02) */
Thank you for forwarding the information provided by *** and *** to our attention
Xplornet has been made aware of the concerns that *** and *** have experienced with their Xplornet internet account and their concerns
regarding contract transparency
Upon activation of the Xplornet services, we do require that our customers take a contract term and depending on the type of service package and agreement you select, there is usually an activation fee associated that correspondsThe activation fee on the year agreement is higher than the year as you have the benefit of committing for a shorter period rather than paying the higher amount to activate the serviceWith ***'s particular service package, the year and year agreements charge $** and $** respectively for new customers on the High Throughput Jupiter serviceHowever, due to the miscommunication and concerns that *** and *** have expressed, Xplornet is willing to put them on a year agreement and will waive the previously discussed $** activation fee
On behalf of Xplornet, we would like to apologize to *** for any confusion or miscommunicationHis Web to Case, submitted from his customer portal, was closed as we had a ticket open with our supervisor department to contact them back about the concerns they had with their contractXplornet takes customer feedback seriously and would not want any of our customers to feel that their opinions and concerns were not heard, and would like to apologize for any inconvenience or hardship this has caused *** and ***
In closing, I would like to thank *** and *** for their patience and understanding as we worked to address their contract concerns
Thank you,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2016/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet, thank you for your response which indicates you will waive any activation fee and ensure the company account for FConcepts is put in a year agreementWe trust you will honor your commitment and not charge us any activation fee whether that be $**, $** or another dollar amount ensuring we are put in a year agreement
Initial Business Response /* (1000, 5, 2017/07/24) */
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 experiencingBased on our review and subsequent investigation by our network team, we identified an issue on the access point he connects to for serviceField technicians were dispatched over the weekend to complete repairs and we are monitoring the network's status to verify the issue has been resolved
In conclusion, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for providing his feedback on his service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still not repair as of tuesday morningStill disconnects ! Modem goes out zero or very little upload spedd!
Final Business Response /* (4000, 10, 2017/07/31) */
Thank you for forwarding the additional feedback provided by *** to our attention
As noted in our initial response, Xplornet identified an issue impacting the access point *** connects to for serviceUnfortunately, after monitoring the adjustments that were made on the tower to address the issue we've found the problem has persisted and our Network Team is continuing to monitor the issue as part of their ongoing investigationRegrettably, we do not currently have an estimated timeframe for resolution
In the interim, as we continue our investigation we have applied a month credit to ***'s account in good faith and Xplornet will keep him apprised of any further developments as they are available
Thank you,
Xplornet Communications
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 billing concerns regarding her Xplornet accountUpon receipt of *** ***’s complaint, review of the account history
was completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account history, *** *** was installed on the LTE fixed wireless service on June 8, As the installation was completed by a third party contractor and not requested through an Xplornet customer care agent, a new installation was completed as opposed to a conversion ??" as is policy for existing Xplornet customersXplornet’s records show that the existing Xplornet account was in *** *** name and that the new account was created in *** as such, both accounts were active with no cause to assume any error had been made Xplornet was notified in March by a third party contractor that both services were not active and that an error in billing had occurredThough Xplornet’s end user agreement ??" found on the legal section of the website ??" states that “all charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old; Xplornet has agreed to refund *** *** for the past months of access service on the legacy canopy service that remained activeA refund check for $was mailed to *** *** on June 5, and should be received in the next 3-weeks In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we reviewed this matterIf *** *** has any questions, comments, or concerns, Xplornet support is available 24/7/at 1-866-841- Sincerely, Xplornet Communications
Initial Business Response /* (1000, 11, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
Since receiving notice of her complaint, Xplornet has completed a review of *** account
history in light of the concerns she's raised surrounding her current service experience and the costs associated with upgrading to our new LTE serviceBased on our review, we have identified that *** account is currently awaiting an upgrade to our LTE platform and we anticipate her conversion will be completed in early
As part of the conversion process we have explained to *** that a site survey must be completed, and dealers are permitted to bill customers a fee for their work if they are unable to attain signal for the serviceAll information regarding what is and is not covered as part of our basic installation process is outlined on our website and can be reviewed at ***
With respect to her service concerns, Xplornet recognizes that *** contacted us on *** to report issues with her connection speeds however where she declined our offer to troubleshoot we have been unable to diagnose any problems specific to her current *** based Fixed Wireless serviceIf she continues to experience difficulties with her service, we would encourage her to contact our Care Centre @ *** to speak with a technician to complete proper troubleshooting to diagnose any potential service issues
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we work towards completing her LTE upgrade in the New Year
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 13, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I have no choice but to wait patientlyEvenThough I have had nothing but troubles for yearsHopefully you will contact me soon as I have been waiting months and it's now ***
*** *** *** *** I don't have the time or the patience to keep fighting over something that you clearly won't fixI look forward to the upgrade and hopefully this will take care of the problem ***
Initial Business Response /* (1000, 5, 2016/09/16) */
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 complaint in
order to address the concerns that he's reported relating to his service experienceOur records show that we have recently been in contact with *** to address the technical issues he has been experiencing with his LTE Fixed Wireless service since the conversion in June and a work order has been completed to improve his service experience
Upon completion of the work order, our technicians have reviewed his connection and have determined that the signal coming through the subscriber module is performing optimally and as expectedReview of the network that *** connects to also shows that the traffic levels are relatively low and that he should be seeing a positive service experience moving forward
In light of the concerns that *** has raised, Xplornet would like to offer him a month service credit onto his next invoiceThis would show as a credit of $*** and go towards future months of service
In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused *** and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience
Initial Consumer Rebuttal /* (3000, 7, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
tHE RESPONSE DOES I WILL ACCEPT THE $*** FOR ALL THE WASTED TIME AND *** SERVICE, EG BEING UPGRADED BY SALES AND THEN FINDING OUT, ***, FROM THE TECHY THAT xPLORONET DID NOT HAVE CAPABILITY TO DELIVER
Now that they have sent Audio source on site, finally, let's see if the problem is fixed
Final Consumer Response /* (2000, 8, 2016/09/20) */
Initial Business Response /* (1000, 5, 2017/07/25) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of *** account history and
have reversed all outstanding charges remaining on his accountAn updated final invoice has been issued and we can confirm ***'s account has been closed with a $* final balance
In closing, we would like to extend our apologies for *** for any inconvenience this matter may have caused and thank him for his patience as we reviewed his complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet has agreed to waive the $*** (tax incl.) hardware charge billed to ***'s account and
would like to extend our regrets for any inconvenience this matter has caused***'s account is now closed and an updated final invoice will document that no further charges are owed on her account
In closing, on behalf of Xplornet we would like to thank *** for her patience as we worked towards a resolution and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet would like to extend its apologies to *** 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 ***'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 ***'s bank account within 3-business days
In closing, we would like to thank *** for her time as a valued customer and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 11, 2017/10/06) */
Thank you for forwarding the information provided by *** to our attention
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns as outlined in his complaint
Our records show that while troubleshooting with ***, we were unable to determine the root cause of the issues he was experiencing with the serviceSignal readings on the equipment installed at his location were exceeding the requirements for his service package but he was unable to browse when connecting via wireless to the serviceAs the Xplornet service is intended for a direct connection to one computer, *** was advised that there may be additional charges for the completion of a work order if the issue is deemed to be with the wireless router and not with the Xplornet rental equipment*** declined the work order at this time and asked that it be cancelled as he did not want to pay
In review of the case history on ***'s account, and in acknowledgement of the concerns he has expressed, Xplornet would agree to waive **% of his early cancellation fees should he still wish to cancelAt this time we would request that *** contact us to complete troubleshooting while directly connected to the Xplornet service, to one device, to rule out the wireless router as the cause of his service disruptionIf ***'s service is not allowing him to browse while directly connected to the Xplornet service, a service call would be covered under his installation warranty and would be at no cost to him
Xplornet is available 24/7/at *** to best assist and would welcome *** to contact us at his earliest convenience to troubleshoot his connection issues or process a cancellation
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 13, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with xplornet,they blatently lied to the Revdex.com,as I have already done the troubleshooting that they suggestedI was told by the gentleman I was speaking with that I had internet and that I he figured it was the small black box which is property of ***.I am not in any financial situation to be paying fees for service that I have not received.I have not touched any of the equipment nor have a moved any wires etc.That being said I do not feel how I am responsible in any way ,shape or form for having no internet serviceI've paid over $*** so far and received less than a month of service.Also I would like to note that I had to fasten the cable to the roof myself and screw the splitter on myselfIs that my job?No it is not,I am an exterior contractor not a satellite/internet installation tech.Xplornet is only willing to see things their own way,not the way of me (the customer)Would waste my time doing all this if I didn't feel I was being treated poorly and unfairly?No I sure wouldn't,I'm a busy business man that puts customers first and have taken losses on jobs more than once to make sure the customer is percent satisfiedI do not intend to let this go by the way side as I have a child to raise and this takes food out of her mouth.I would drive the equipment to lethbridge,give it back to la satellite personally if Xplornet would be a company that puts customers first and will let me out of the contract with * fee.If this resolution cannot be met I will take action as neededThankyou for your consideration in this matter
Final Business Response /* (4000, 15, 2017/10/10) */
Thank you for forwarding ***'s response
Xplornet apologizes that *** remains unsatisfied with the resolution proposed in its previous responseXplornet prides itself on being customer first; we put the customer at the heart of everything we do to achieve customer satisfaction and loyaltyAs a resolution to the concerns that *** has continued to address in his response to the Revdex.com, Xplornet has agreed to waive any fees associated with the termination of his account should he decide to cancel
While Xplornet has agreed to waive any charges associated with the termination of his account, should *** decide to maintain the service Xplornet would agree to cover the cost of a one-time work order should the issue not be relating to the Xplornet equipmentIn order to proceed with the work order, or to process a cancellation, we would ask that *** reach out to Xplornet at *** at his earliest convenience
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 17, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with this resolution.I did not feel I was given the service that I paid for abd am satisfied that Xplornet agreed to waive any early cancellation fees associated with my account.Thankyou for your assistance in this matter and although I was not happy with xplornets service they did provide me with a resolution in which puts the customer first
Initial Business Response /* (1000, 5, 2016/10/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of *** account history in light
of the delays he's reported with his refund following the cancellation of his accountBased on our review we've confirmed that *** rental hardware was recovered in early September and the appropriate credits were applied to his accountRegrettably, due to an oversight his refund request was not actioned in a timely fashion and for this we apologize
In reaching out to our billing department to have this addressed, we have requested they expedite the return of *** $*** credit balance and he should expect to see the refund posted to his credit card within the next 2-business days
In closing on behalf of Xplornet we would like to thank *** for his patience while we investigated the concerns raised in his complaint and again extend our sincere apologies for any inconvenience this issued may have caused
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/08/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of 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 and the subsequent equipment charge billed to her accountBased on our review of ***'s experience, Xplornet has revisited our earlier decision and have reversed the hardware charges billed to her account
To this end, Xplornet's billing department has applied a hardware credit of $*** (before tax) to ***'s account and a refund will be issued back to her credit card for any service charges she was billed following her cancellationWhile we will be making a further attempt to recover our hardware from ***'s former residence, in the event that we are unable to do so she will not be held responsible for the replacement costs of the system
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/04/08) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raisedBased on our review, we have identified that ***'s Xplornet services were activated on February 18th, on a year service commitment on our Xplore'Limited State' plan ($***/month before tax); providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a monthly usage allowance of 50GB
To establish the activation of her account *** was required to complete the verification of her agreement through our Customer Activity Centre, confirming the details of her account information and acknowledging she had read and accepted Xplornet's Terms of ServiceOur records reflect that *** completed the activation of her account on February 18th, through our Customer Activity Centre
As part of our Terms of Service, Section "The Service and Speed" it is explained that due to the nature of the internet network we are unable to guarantee specific upload or download speeds when navigating to specific sitesIt also documents that Xplornet employs traffic management practices to ensure equitable access to the service for all Xplornet subscribersAll information relating to our Terms of Service and Xplornet's traffic management policies are readily available on our website and can be reviewed***
With respect to her service concerns, Xplornet is committed to working with customers who report problems with their connection to diagnose any issues with their rental hardware or on our network and if necessary issue a work order to resolveTo this end, when *** notified us of an issue with her connection following her installation technical representatives reviewed her system readings to verify she was meeting our service guidelines but were unable to identify any issues with her rental hardwareIn good faith, we agreed to have a work order issued to review the connection however as the problem was ultimately identified as a PC issue the work order was declinedWhen she reported further concerns in March while making payment arrangements, technicians were able to restore her connection by power cycling her modem but did not note any further issues with her service
That being said, recognizing *** has not been satisfied with her service experience, in the interest of identifying an acceptable resolution we are prepared to waive the remainder of her service contract to allow her to move to a month to month term and would not seek an early cancellation fee in the event that she decides to finalize her service
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope *** will find this to represent an acceptable proposal to resolve her complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/03/27) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by *** in her complaint to the Revdex.com
Our records
show that *** contacted Xplornet on March 18, 2017, to inquire about the invoices and subsequent payments withdrawn from her accountUnfortunately our records did not reflect any request to terminate services in September and as such the account was cancelled as of the day *** contacted XplornetIn discussion with a supervisor on March 21, 2017, Xplornet agreed to refund *** the amount of $*** for months serviceAs outlined in Xplornet's End User Agreement, in Section 9, 'payments', "All charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old." ***
As a show of good faith, Xplornet is prepared to refund *** in the amount of two additional month's serviceA refund request of $*** has been submitted to the billing department and will be returned to the default method of payment listed on ***'s account The refund request should be completed within 5-business days
In closing, on behalf of Xplornet, I would like to thank *** for her patience and understanding as we work towards determining satisfactory resolution to her complaintIf *** has any further questions, comments, or concerns, we would ask that she contact us at her earliest convenience - we are available 24/7/at*** to best assist
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/06/13) */
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 her payment concerns and the difficulties she's noted with her service experienceBased on our review we've identified that *** accepted a year service term on our Xplore 10Mbps/50GB 'Limited State' satellite package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of her account was completed on April 12, once *** confirmed she had read and accepted our Terms of Service and provided confirmation of her pre-authorized payment method
As part of Xplornet's Terms of Service *** received a day money back guarantee during which time she was free to finalize her account without penalty for any reason if she did not find the service met her expectationsOur records however do not reflect that any service related concerns were been brought to our attention and we have identified that the cause of her service reduction following her first weeks in service was due to *** exceeding her 50GB monthly bandwidth allowance, placing her account in "Limited State' until her usage reset at the beginning of her next month's bill cycle
With respect to the payments being disputed by ***, Xplornet issued an invoice for her initial service charges following the activation of her account and a payment was attempted based on the pre-authorized payment method she providedAs her initial payment was unsuccessful further attempts were made to process the payment following monthUnfortunately, as we did not receive her payment until weeks after her service activation her next month's invoice was due the following week but was again returned unsuccessful
As we've explained to ***, in the event that she was unable to make a payment she must notify us in order for alternate arrangements to be made where she is responsible for ensuring sufficient funds are available to complete her paymentSimilarly, where *** did not report any difficulties with her service we have not been provided an opportunity to troubleshoot her concerns and have been unable to identify any problems on our end with her rental hardware
With that being said, recognizing *** has been unsatisfied with her service experience, while we remain more than willing to work with her to investigate any service issues she's experiencing, in the interest of reaching a mutually acceptable resolution Xplornet will agree to waive the remainder of her contract commitment allowing her account to be closed without penaltyTo this end, Xplornet has been attempting to reach *** to confirm her cancellation request and make arrangements to recover our rental hardware but have not yet heard back
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because this allowed both of us to be heard and for both parties to come to an understanding about what was going onI did not know that I would be committing to a year contract when I signed up for Xplorenet, I was just told that I could upgrade my account if need be, but because it was already ***$ I didn't want to have to pay extra for internetI am happy we are able to come to terms and have this dealt with without further incident
As of communication with Xplornet, I have not called them back because I don't want to be more upset on the phone with them, I just want this dealt with and thats it
Initial Business Response /* (***0, 5, 2015/12/21) */
* + taxes was for the bi pod pole that was suggested to purchase from ***, so that I could get some type of reception for my Satellite servicesI asked Xplornet to cover that cost because at the time, my service was non-existent to the point I could not even get a search engine to appear when I attempted to gain access to the internetAs far as the other refunds, the reps from Xplornet issued these simply because I did not have any service at all or intermittent at best, but was continuing to pay for the service automatically on a monthly basisIf the company was being completely truthful, they would have indicated the countless hours my *** and I spent on the phone to try and resolve no service issues instead of attempting to downplay the inaccurate events that lead up to me cancelling their services
We'd like to thank you for bringing ***'s concerns to our attention In response to ***'s concerns, the following is available for review
Following a recent site visit, *** was made aware of damage to his roof and
was advised the damage was caused at the time of his installation in *** is requesting the damage be repaired to the original state of his roof
We have reviewed ***'s account and note our *** services were installed on January 4, by *** *** reported some intermittent service issues in February which were resolved by a repoint during a site visit at the time Further service issues were not reported until August and September at which point we issued a work order to*** to resolve the issues he'd been experiencing In October 2015, *** made Xplornet aware of the damage identified during the site visit in September but indicated he had not attempted to address the damage with the original dealership who installed his services Xplornet did agree to credit back $** + taxes to cover the cost of this site visit as a gesture of good faith for the damage reported to their property Furthermore, as indicated by ***, the damage has already been repaired to Xplornet's standards by*** while they were on site in October
In an effort to compensate *** for his experience and the damage claimed to be caused by one of our installers, Xplornet has issued a total of $*** taxes in credits to ***'s account between September 24, and October 7,
Xplornet would like to extend their regrets for the inconvenience this matter has caused *** and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for forwarding the company's responseClarification must be made to the inaccurate response from Xplornet
First, to address "not attempting to address the damage with the original dealership who installed his services"At the time I contacted Xplornet to address the damage that was recently brought to my attention by ***, the rep asked if I had attempted to contact ***I indicated that I had not and went on to explain that *** wore the Xplornet Company name when they did the install, so as far as I was concerned at that time, Xplornet needed to address the issue with the original installer that Xplornet paid to do a serviceThe conversation did not end there, there was no indication that the onus was on me to then take the issue up with the original installer, rather the rep indicated someone would look into it and get back with me
Second, to address the statement "as indicated by ***, the damage has already been repaired to Xplornet's standards by *** *** while they were on site in October" is nothing more than fabricationI did not indicate that in my original letter, nor was the roof repaired by ***I purchased new Lag screws and silicone and went up on the roof to patch the exposed holes myself so that no further weather could penetrate my roofHow can Xplornet indicate it was repaired to their standards when: 1) I did the work and 2) no one came out to inspect the "repair", take pictures or even ask if I (the customer) was satisfied with the so called "repair"? There needs to be new shingles installed to repair my roof back to the proper state, not screws with silicone plugging the holes that Xplornet originally made in error
The third issue is the amount of refund Xplornet issuedYes there was a refund issued, but once again, let me clarifyNone of the refund was for the damage to the roof
***
Final Business Response /* (4000, 9, 2016/01/11) */
Thank you for forwarding the response submitted by *** to us We regret *** was not satisfied with our response and feels we were not being truthful
Xplornet dealerships are independent contractors for Xplornet Xplornet completed an internal review of the damage at ***'s property following his report of the damage to us on October 9, As part of the investigation, we noted the pictures sent to us by ***, indicated the holes had been sealed at the time of the installation in January although the sealant was starting to wear
As indicated in our previous response, it is Xplornet's policy to have the installer seal any holes drilled while on site and this appears to have been done based on the pictures provided by ***
Xplornet apologizes for the misinformation provided in our previous response *** did not indicate the damage had been repaired by*** in his previous response*** indicated to Xplornet when completing the work order for ***'s location on September 29, they had repaired the damage found while on site at his location *** has since indicated he was the one who repaired the damage In either case, Xplornet is willing to extend a month credit of $*** + taxes The credit was applied to his account today and a request has been sent to our Billing department to issue a refund back to the method of payment we have on file
Xplornet issued a number of credits to ***'s account in an attempt to resolve his dispute regarding the damage to his property and compensate him for the service issues he experienced in September In September 2015, Xplornet issued a $*** + taxes due to the service issues *** had experienced, another $*** + taxes credit was applied for the hours he and his *** had spent on the phone despite this not being something we typically credit for We issued another $*** + taxes due to all the issues he'd been experiencing with the damage to his property and service issues In October, we issued a $** credit to further compensate for their issues and the damage reported to be caused to his roof and another $*** + taxes credit to cover the bipod tower installed on his property due to the damage caused to his roof Xplornet does not cover the cost of additional height such as bipod towers if it is required to gain sufficient signal to our service, this is normally a cost incurred by the customer if it is required for their service In good faith for the damage reported to his property, Xplornet agreed to credit the cost of the bipod due to the complaint filed for the damage to his property
Xplornet would like to extend their regrets for the inconvenience this matter has caused
Initial Business Response /* (1000, 5, 2016/07/04) */
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 payment concerns she's raisedBased on our review , our records reflect that ***'s automated payments were attempted on the payment due date specified on her monthly service invoice and appropriate past-due notifications were issued whenever a payment was missed instructing her to contact us as soon as possible to update her payment information or make alternative payment arrangements
When a payment is missed and we do not receive a response from the customer to update their payment method or make alternate arrangements, one retry attempt will be made and if the payment remains unsuccessful it is applied to their next month's invoiceWhere ***'s invoices were issued days before her payment due date, she was provided sufficient opportunity to contact us in the event that she would be unable to facilitate her monthly payment
While we regret that *** incurred additional charges through her bank after we were unable to successfully take a payment from her pre-authorized payment method, where the charges did not result from a billing error or an erroneous charge to her account, we are not be in a position to issue a refund and *** would need to dispute these charges with her bank
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope *** will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 12, 2017/02/09) */
Thank you for forwarding the information provided by ***
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in light of the concerns she's reported with her monthly usage allowance
and the available service packagesBased on our review, we've confirmed *** is currently subscribed to the highest offering available in her area, our Xplore 10/75GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 75GB
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowanceFor customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, *** has declined both of these options
At this time, we do not have any alternative service options available at ***'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowancesTo this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch next generation satellitesIn the interim, in light of ***'s concerns and the current package offerings available in her area, Xplornet would be willing to waive any costs associated with the termination of her Xplornet account should she decide to cancel
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Thank you for forwarding the information provided by *** *** to our attentionIn response, the following is available for reviewXplornet has spoken with *** *** regarding the upgraded service packages offered in his areaThe specific package *** *** 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 *** *** 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 *** *** and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided from *** to our attention
Upon receipt of his complaint, review of the account history was completed to address the concerns that *** has raised in his complaint to the Revdex.com
Our records show that *** had the LTE Fixed Wireless service installed in July Xplornet was first made aware of concerns that *** had with the service when he called in on September 21, 2016, stating that he had been experiencing intermittent serviceAs Xplornet had not spoken with him previously, we suggested *** speak with our technical department in order to complete troubleshooting steps to address the concerns that he'd raised in regards to his service experienceUnfortunately at the time of the call *** was not at the residence where the service was located and he was not able to complete troubleshooting with a technical representative
Xplornet would like the opportunity to troubleshoot with *** to address the concerns that he has expressed in his complaintWhere our service is designed for a direct connection to one computer, in order to properly address ***'s concerns we would ask that he have a device capable of supporting a direct connection to our service via Ethernet on siteAt this time, where we have been unable to complete troubleshooting and have not deemed there to be an issue with the configuration of the LTE Fixed Wireless system, the termination fees would apply should *** choose to terminate his contract before the end of the year agreementOur contact center is available 24/7/at *** to best assist and should *** contact us we would be happy to complete troubleshooting to diagnose and address any issues with his connection
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint
Sincerely,
***
Customer Care Response Coordinator
Xplornet Communications Inc
TFN: ***
Customer Care Centre: ***
***
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently I need to have a device with an Ethernet port to resolve the problem as per my last conversation with xplornetI do not have any computers or devices with Ethernet in this house so there is no way to fix the problemI use mobile devices to access the internetSo I still do not have any internet and would like this service to be canceled
Final Business Response /* (4000, 9, 2016/10/17) */
Thank you for forwarding the information provided from *** to our attention
Unfortunately the minimum requires of our service (as outlined on our website: https://www.xplornet.com/questions/system-requirements/) do require a direct connection via Ethernet to our service, so it is best effort to troubleshoot and address service concerns when we are unable to establish said direct connectionReview of ***'s connection to the equipment shows that the subscriber module is currently offline on our endUnfortunately we are unable to determine the cause as we have been unable to complete troubleshooting with ***
Xplornet would like the opportunity to address the concerns that *** has expressed in his complaintAt this time we would be willing to dispatch a service call to *** location to have one of our certified technicians in the area review his connectionShould there be an issue with the Xplornet hardware, or the network, Xplornet would cover the cost of a standard service callThis would not include mileage beyond **KM round trip should it apply, or anything above and beyond a standard service call like extra height, hardware, or extra laborHowever, if the issue is outside of the Xplornet network, the service call would be at the cost of ***(ie: PC issue, internal network error, router issue, etc)If *** is interested in having Xplornet send a technician out to his residence, Xplornet would be more than willing to comply in an attempt to resolve his issues
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused *** and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint
Final Consumer Response /* (4200, 11, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seriously? What a jokeIt took two weeks just for them (xplornet) to finally want to send a tech over And they want me to continue with their servicesI don't think so Tell them to *** Literally, ***
Initial Business Response /* (**00, 5, 2016/05/26) */
Thank you for forwarding the information provided by *** to our attention In response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history to
investigate the ongoing issues he has reported with his connection speeds during peak service periodsFirst, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network he connects to for service does experience periods of heavy usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, our Network Operations team is monitoring the issue and we can assure *** that we are doing everything within our control to improve the network's performance
Regrettably, as *** has noted, Xplornet does not currently have a specific timeframe for when this issue will be rectified but recognize that this matter has been a source of frustration and for this we apologizeIn the interim, as a sign of good faith Xplornet has placed a month credit, along with a recurring month $** service discount on ***'s account and we will continue to keep him informed of updates as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to work towards improving his service experience on the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT THEIR *** RESPONSE
I accepted an increase in monthly internet costs and loss of unlimited data plan from the new *** Internet provider, with the promise of superior service
As I've documented to them, I will not accept mbps for hours EVERY night with the promise of "upto ** mbps," at $** per month
I***
Final Business Response /* (4000, 9, 2016/06/06) */
Thank you for forwarding ***'s rebuttal to our attentionWe understand that he is unsatisfied with his service experience and regret the difficulties he's experienced with his connection during peak service periods
We are aware of the concerns he has noted and have acknowledged that during periods of heavy usage on the network his speeds may be impactedThis is part of a known issue we have identified in the area that we are working to address as we continue to invest in network improvements to enhance performance
As a further gesture of good faith we have increased the recurring monthly discount that has been applied to ***'s account from $** to $** and have waived the contract renewal agreement associated with his conversion, allowing him to finalize his account without penalty if he remains unsatisfied with his service experience
In closing, we would again wish to extend our apologies to *** for any inconvenience this matter has caused and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Final Consumer Response /* (4200, 11, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An apology and a price rollback to my previous monthly expense from a monopoly provider is not a solutionMy problem with EXTREMELY internet service remains -- mbps
***
***
***
***
Initial Business Response /* (1000, 5, 2016/09/02) */
Thank you for forwarding the information provided by *** and *** to our attention
Xplornet has been made aware of the concerns that *** and *** have experienced with their Xplornet internet account and their concerns
regarding contract transparency
Upon activation of the Xplornet services, we do require that our customers take a contract term and depending on the type of service package and agreement you select, there is usually an activation fee associated that correspondsThe activation fee on the year agreement is higher than the year as you have the benefit of committing for a shorter period rather than paying the higher amount to activate the serviceWith ***'s particular service package, the year and year agreements charge $** and $** respectively for new customers on the High Throughput Jupiter serviceHowever, due to the miscommunication and concerns that *** and *** have expressed, Xplornet is willing to put them on a year agreement and will waive the previously discussed $** activation fee
On behalf of Xplornet, we would like to apologize to *** for any confusion or miscommunicationHis Web to Case, submitted from his customer portal, was closed as we had a ticket open with our supervisor department to contact them back about the concerns they had with their contractXplornet takes customer feedback seriously and would not want any of our customers to feel that their opinions and concerns were not heard, and would like to apologize for any inconvenience or hardship this has caused *** and ***
In closing, I would like to thank *** and *** for their patience and understanding as we worked to address their contract concerns
Thank you,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2016/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet, thank you for your response which indicates you will waive any activation fee and ensure the company account for FConcepts is put in a year agreementWe trust you will honor your commitment and not charge us any activation fee whether that be $**, $** or another dollar amount ensuring we are put in a year agreement
Initial Business Response /* (1000, 5, 2017/07/24) */
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 experiencingBased on our review and subsequent investigation by our network team, we identified an issue on the access point he connects to for serviceField technicians were dispatched over the weekend to complete repairs and we are monitoring the network's status to verify the issue has been resolved
In conclusion, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for providing his feedback on his service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still not repair as of tuesday morningStill disconnects ! Modem goes out zero or very little upload spedd!
Final Business Response /* (4000, 10, 2017/07/31) */
Thank you for forwarding the additional feedback provided by *** to our attention
As noted in our initial response, Xplornet identified an issue impacting the access point *** connects to for serviceUnfortunately, after monitoring the adjustments that were made on the tower to address the issue we've found the problem has persisted and our Network Team is continuing to monitor the issue as part of their ongoing investigationRegrettably, we do not currently have an estimated timeframe for resolution
In the interim, as we continue our investigation we have applied a month credit to ***'s account in good faith and Xplornet will keep him apprised of any further developments as they are available
Thank you,
Xplornet Communications
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 billing concerns regarding her Xplornet accountUpon receipt of *** ***’s complaint, review of the account history
was completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account history, *** *** was installed on the LTE fixed wireless service on June 8, As the installation was completed by a third party contractor and not requested through an Xplornet customer care agent, a new installation was completed as opposed to a conversion ??" as is policy for existing Xplornet customersXplornet’s records show that the existing Xplornet account was in *** *** name and that the new account was created in *** as such, both accounts were active with no cause to assume any error had been made Xplornet was notified in March by a third party contractor that both services were not active and that an error in billing had occurredThough Xplornet’s end user agreement ??" found on the legal section of the website ??" states that “all charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old; Xplornet has agreed to refund *** *** for the past months of access service on the legacy canopy service that remained activeA refund check for $was mailed to *** *** on June 5, and should be received in the next 3-weeks In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we reviewed this matterIf *** *** has any questions, comments, or concerns, Xplornet support is available 24/7/at 1-866-841- Sincerely, Xplornet Communications
Initial Business Response /* (1000, 11, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
Since receiving notice of her complaint, Xplornet has completed a review of *** account
history in light of the concerns she's raised surrounding her current service experience and the costs associated with upgrading to our new LTE serviceBased on our review, we have identified that *** account is currently awaiting an upgrade to our LTE platform and we anticipate her conversion will be completed in early
As part of the conversion process we have explained to *** that a site survey must be completed, and dealers are permitted to bill customers a fee for their work if they are unable to attain signal for the serviceAll information regarding what is and is not covered as part of our basic installation process is outlined on our website and can be reviewed at ***
With respect to her service concerns, Xplornet recognizes that *** contacted us on *** to report issues with her connection speeds however where she declined our offer to troubleshoot we have been unable to diagnose any problems specific to her current *** based Fixed Wireless serviceIf she continues to experience difficulties with her service, we would encourage her to contact our Care Centre @ *** to speak with a technician to complete proper troubleshooting to diagnose any potential service issues
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we work towards completing her LTE upgrade in the New Year
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 13, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I have no choice but to wait patientlyEvenThough I have had nothing but troubles for yearsHopefully you will contact me soon as I have been waiting months and it's now ***
*** *** *** *** I don't have the time or the patience to keep fighting over something that you clearly won't fixI look forward to the upgrade and hopefully this will take care of the problem ***
Initial Business Response /* (1000, 5, 2016/09/16) */
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 complaint in
order to address the concerns that he's reported relating to his service experienceOur records show that we have recently been in contact with *** to address the technical issues he has been experiencing with his LTE Fixed Wireless service since the conversion in June and a work order has been completed to improve his service experience
Upon completion of the work order, our technicians have reviewed his connection and have determined that the signal coming through the subscriber module is performing optimally and as expectedReview of the network that *** connects to also shows that the traffic levels are relatively low and that he should be seeing a positive service experience moving forward
In light of the concerns that *** has raised, Xplornet would like to offer him a month service credit onto his next invoiceThis would show as a credit of $*** and go towards future months of service
In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused *** and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience
Initial Consumer Rebuttal /* (3000, 7, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
tHE RESPONSE DOES I WILL ACCEPT THE $*** FOR ALL THE WASTED TIME AND *** SERVICE, EG BEING UPGRADED BY SALES AND THEN FINDING OUT, ***, FROM THE TECHY THAT xPLORONET DID NOT HAVE CAPABILITY TO DELIVER
Now that they have sent Audio source on site, finally, let's see if the problem is fixed
Final Consumer Response /* (2000, 8, 2016/09/20) */
Initial Business Response /* (1000, 5, 2017/07/25) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of *** account history and
have reversed all outstanding charges remaining on his accountAn updated final invoice has been issued and we can confirm ***'s account has been closed with a $* final balance
In closing, we would like to extend our apologies for *** for any inconvenience this matter may have caused and thank him for his patience as we reviewed his complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Xplornet has agreed to waive the $*** (tax incl.) hardware charge billed to ***'s account and
would like to extend our regrets for any inconvenience this matter has caused***'s account is now closed and an updated final invoice will document that no further charges are owed on her account
In closing, on behalf of Xplornet we would like to thank *** for her patience as we worked towards a resolution and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications