Initial Business Response /* (1000, 5, 2016/03/03) */
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 noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess ***'s connection to diagnose any potential problems her system
In assessing her connection we were able to verify that ***'s system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speeds As with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network
Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, ***
With respect to our warranty coverage, while ***'s current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere ***'s labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if *** continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at *** to speak with a technical support representative
Xplornet's Service & Warranty policies can be reviewed on our website, ***
In closing, 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
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/01/13) */
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 ***'s account history and
will agree to waive the early cancellation fee associated with the early termination of his account
Having agreed to meet his desired resolution, we hope *** will find this to represent an acceptable resolution and extend our thanks for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/03/02) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of our records was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Unfortunately the customer
information provided in the complaint to the Revdex.com by *** does not match an account in our systemTo keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account to an unauthorized contact on an Xplornet account
If the account may be listed under another name, please have the full account holder contact us at *** where we can assist with ***'s request and update authorized users on file for future support in regards to the account We are available 24/7/
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is on mass scale with this company Xplornet they purposely slow down internet connections to customers which makes your internet service in the country un usableThey will send you notification that you have used ***% of allowed data and then turns off the service so you can't use it anymoreIt is very unethical way to provide service to a paying customerWhen I can't run my business because they purposely slow down internet speeds to the point can't use it, it becomes a problem and they offer no resolution
? I am rejecting this response because: the end user agreement states that anything under days is not valid, but the account was supposed to be closedTherefore we are on going based on days because we were reassured this acccount had been closed, In order to update a newest accountHad we not looked into our services we would still be charged two accounts.? Your agreement states nothing about an abandoned ? account staying open being charged services that were stated closed on our end.we were not receiving any mail or notices forThe old account therefore have no reculaection that it hadn’t been closed as instructed
Initial Business Response /* (1000, 5, 2016/12/02) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in light of the
concerns she has reported with her hardware recoveryFirst, we would like thank *** for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardwareXplornet has now confirmed the successful recovery of *** rental hardware and on November 28th a refund of $*** was processed back to the payment method on file
In closing, on behalf of Xplornet we would further like to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Business Response /* (**00, 5, 2016/08/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of the
service difficulties he's reported experiencing with his connection speedsBased on our review, technicians have identified that ***'s system is not currently meeting the signal requirements for his service package and have dispatched a work order to address the issueOnce completed we will assess his service experience further and as a gesture of good faith, Xplornet has applied a month service credit ($*** tax incl.) to his account which will be visible on his next month's invoice
With that being said, Xplornet is aware of periods of high traffic volume on the network during peak service periods and acknowledge that during these times ***'s connection speeds may be impactedAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure *** that our network team doing everything within our control to improve the networks performanceIn the interim, *** is receiving a month $** service discount and we will continue to work with him in the interest of addressing his ongoing service concerns
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused and thank him for his patience as we wait for his work order to be competed in the interest of restoring his service to meet the requirements for his service plan
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find their technical description of the signal requirements to be inaccurateThe slow speed (less than mb/s and less) is only during the evening hours when there are other customers using the serviceI tested my internet speed at midnight last night to find that I was achieving speeds of mb/sIf there was an issue with the signal requirements, then I would not achieve appropriate speeds during non peak hours*** *** ***.***
Initial Business Response /* (1000, 6, 2016/05/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of
the concerns he has reported with his connection speedsBased on our review, we've identified that *** is currently receiving service from our Viasat Satellite network on the Xplorepackage, providing speeds up to 10Mbps download and up to 1Mbps upload with a 75GB monthly bandwidth allowanceA senior technician has completed an assessment of *** rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds
As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed providing the best service experience possible for our customer and can assure *** that we are doing everything within our control to improve network performance
While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have increased the month discount *** has been receiving from $** to $** and we will continue to keep him aware of any updates when contacting our Care Centre
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 8, 2016/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of the loss of service on her fixed wireless servicesUpon receipt of *** ***’s complaint, a thorough review of the account
history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
In review of the account, our records show that Xplornet determined we were unable to repair the service and improve *** ***’s service experienceAs such, Xplornet advised that *** *** had the option to cancel with no penalty, or we could explore conversion options to other Xplornet platforms with no upfront cost to her; requiring a new year agreement, shortened to year in acknowledgement of her concerns*** *** advised that she did not want to sign a new contract so no changes were made on her accountThat being said, in the interest of resolving *** ***’s concerns, Xplornet would agree to treat her account as if she were not on contract should she decide to switch to a newer platform and remain unsatisfied and wish to cancel her servicesAs we do not have the option to give her a no-contract upgrade, a note will be placed on the account to ensure that the contract not be enforced should *** *** encounter any difficulties
If *** *** would like to complete the conversion or process a cancellation, we would ask that she reach out to Xplornet at her earliest convenience; we are available 24/7/at ***
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we work towards determining a satisfactory resolution to her complaint
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/07/08) */
Thank you for forwarding the information provided by *** to our attentionThe following is available for review
After receiving notice of his complaint, Xplornet completed a review of the concerns *** has raised relating to the
site survey fee he incurred after testing was completed to assess his location for service availabilityBased on our review, while we have spoken with the dealer to confirm *** was notified in advance of his site visit that in the event he wasn't able to attain the service he would be responsible for a site survey charge we recognize that this was not initially discussed at the time of his sales call and for this we apologize
Xplornet will agree to cover the cost associated with the site survey however where the charge itself was not billed through Xplornet and was legitimate based on the work that was performed; we are unable to waive the chargeTo this end, Xplornet would request that *** facilitate payment for the invoice he receives through the dealer and notify us once completed, at which time our billing department will issue a cheque to reimburse him for the $** ($*** taxes in) site survey charge
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused *** and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewAfter receiving notice of his complaint, Xplornet completed a review of [redacted]’ account history in light of the concerns raised with his cancellationBased on our
review, Xplornet will not seek to hold [redacted] to his contract renewal agreement, his early termination fee will be waived and we have agreed to backdate his cancellation to August 29/We can confirm that [redacted]’ cancellation has been processed and our billing department has been instructed to issue a refund of $(taxes in) back to the payment method on fileOnce completed [redacted] should expect to receive his refund within 3-business daysIn closing, Xplornet extends its regrets to [redacted] for any inconvenience this matter has caused and we hope he will find this to represent an acceptable response to address the concerns raised in his complaintSincerely,
Xplornet Communications?
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of the concerns *** *** has reported with his connection being incorrectly placed in limited
stateIn reviewing the issue we have acknowledged that an error occurred which inadvertently caused *** ***’s connection to remain in limited stateDue to the nature of the issue, addressing the problem required further escalation and for this we extend our apologies to *** *** along with our regrets for any inconvenience he experiencedIn compensation for his difficulties, we would normally offer an out of service credit for the days the issue was experienced (approx$9.99+tax) however as a show of good will we agreed to offer *** *** a $one-time credit or a month $discount ($value)? With that being said, recognizing *** *** remains unsatisfied with the compensation he’s been offered, in the interest of reaching an acceptable resolution, Xplornet will increase the credit to his account to cover a full month service charge of $99.99+ tax and the credit will be reflected on his next monthly invoice? With respect to *** ***’s request for additional data packages, Xplornet currently offers monthly bandwidth allowances up to 200GB on his satellite platformIf he wishes to increase his usage, he can do so at any time by contacting out Care Centre at ***? and one of our agents would be happy to assist himIn closing, we would again wish to extend our regrets to *** *** for his inconvenience and apologize for any frustration his matter has causedWe hope he will find this to represent an acceptable responseSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for forwarding the information submitted by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account
history in light of the concerns he's raised regarding his service experienceTo this end, we arranged to have a senior technical support representative review his connection and have confirmed his hardware readings are all in line with the requirements for his service package and are not currently indicative of a problem with his signal strength
With respect to the concerns *** has raised relating to his connection speeds, Xplornet's Terms of Service outline that while we strive to provide the best possible service experience for our customers due to the nature of the internet network we do not guarantee specific upload or download speeds in light of the numerous factors outside of our control which can impact internet speedOur service is provided on a shared access basis and like all service providers during periods of higher than traffic on the network speeds can be affectedWhere it is our goal to ensure each customer receives fair and consistent access to the internet, recognizing that a small percentage of our customers are responsible for disproportionate share of data usage on our network, to minimize this impact we have implemented traffic management policies to help maintain the best speeds for the majority of customers
As a part of the policy, during peak hours (between 8am and 1am local time) traffic to applications that are considered non time-sensitive (such as peer-to-peer file sharing, news groups, and online data storage)are restricted to a peak transfer speed of kbps download and kbps uploadFurther details on the traffic management policies implemented on our 4G Fixed Wireless networks can be review on our website***
Having said this, as a gesture of good faith, Xplornet has agreed to provide *** with a one-time $** discount as part of an upgrade to our 25Mbps service package and he has advised he will downgrade the plan at the end of his billing cycle if he does not find the upgrade to be an improvementWe would also note that if he continues to experiencing issues with his connection speeds and believes there to be an issue with his signal or rental hardware we would encourage him to reach out to our Care Centre*** to speak with a technician to diagnose the issue in real timeWhere ***'s system is under warranty, if any hardware or signal related issues are identified a work order will be sent to rectify the issue
In closing, Xplornet would like to extend our regrets to *** for the difficulties experienced and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for forwarding Mr***'s complaint to our attentionIn response to his concerns, the following is available for review
First, we would like to extend our regrets to Mr*** for the difficulties he's experienced in working with
technical agents from our Care Centre to have his concerns addressedWe appreciate the feedback he has provided on his service experience and apologize for any inconvenience this matter has causedUnfortunately, with 3rd party products such as the integrated home automation system used by Mr***, while Xplornet is committed to providing best effort support for such products, we cannot guarantee how effectively they will work with our servicesHaving said this, we are willing to work with Mr*** further in the interest of ensuring everything has been done to verify there are no issues with his Xplornet system that would be limiting his ability to connect to the application and have arranged for a senior technical representative to assist him directly
Earlier this week our technical representative reached out to offer further assistance to Mr*** after completing a review of his system readings to verify they were all in line with our quality of service standardsBased on his assessment, where the system Mr*** is using relies on a remote access we have recommended that a static ip address be added to his account which will allow him to hardcode his specific ip address to work with his home automation systemAs Mr*** has explained, he will need to have his own technician on site to assist with the static ip set up and we have agreed to follow up with him next Friday morning, *** **th, to confirm arrangements for a predetermined date and time to speak with technicians familiar with his internal network
In the interim, as a sign of good faith, Xplornet has extended a month credit ($**.**) to Mr***'s account and once his static ip address has been applied, we will agree to offset the standard $*.** monthly cost in the form of a recurring discountAdditionally, should we be unable to resolve Mr*** service concern, Xplornet will agree to waive the year contract renewal commitment associated with his service upgrade, allowing him to finalize his account at any time without penalty
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused Mr***, and thank him for his patience as we work to address the issues he has been experiencing with his home automation system
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what has happened to date I was contacted by a person whom identified themselves as being in corporate affairs The only thing they agreed to was to set up a follcall (this Friday) To date this issue is very much still open with a solution being 1.) a follcall setting a time to have a senior tech on a conference call with the *** and *** tech folks to resolve the issue and 2.) a call from the CEO (whom I have written to directly) apologizing for his "process of customer service" causing this downtime of months and more than hours of my time on the phone - not getting looked after Certainly minutes of his time is not too much after having his companies process wasting so much of mine
The response cited in Xplorenet's response is certainly NOT the call I was on
Final Consumer Response /* (4200, 17, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The upgrade was installed in late *** or early *** When I contacted Xplornet about the upgrade, I asked about my home automation system and was told there were no issuesI have subsequently placed more than a dozen calls and in some cases have spent more than three hours on a call with no resolutionWhen calls are elevated to a supervisor, they call leave a voice mail, but I have no way of having a person who understands the problem from the beginning and has the expertize to resolve
Quite frankly even the response to my issues shows a complete lack of respect for a customers time
Measure actions not words, If the measurement of this issue is more than months of frustration where I could not get someone of authority to place a call was to write to the CEO (with no response) and then have to elevate the call to the Revdex.com for assistance
Xplornet has not shown me as a customer any respect when the route cause was poor direction from the initial contact on removing the static IP address and then "stating a new static IP needed to be installed on the router for the new service
Because of this I have spent more than hours of frustrating time - due to Xplornet lack of training to front line help desk people and processes that are not centered around resolving an issue promptly or professionally
Their solution of a free month is ridiculous
There offer of allowing me to move to another company is a sign that - they still don't understand
As a customer I pick and payThat is it
I expect prompt professional service Did I get it, no!
When I asked and then demanded, it had to resort to me sending a complaint to the Revdex.com to resolve
Xplornet wasted more that 4o hours and months in not doing their job professionally
My only ask has been to get their CEO on the phone to explain why I was subjected to this level of service
Until he does this issue is not resolved ***
As a consumer I have rights and they have been violatedMy time is as valuable as anyone and I did not give Xplornet the permission to waste mine I await the CEO's call
Final Business Response /* (4000, 15, 2015/09/11) */
Xplornet is aware that Mr*** reported further concerns with his connection on *** *rd after we submitted our most recent response to his complaintFollowing our notification of the issue, after completing troubleshooting with a technician, a work order was dispatched to have installers on site to rectify any further issues Mr*** is experiencing with his Xplornet hardware
The work order was accepted by the dealer on *** *th and arrangements are being made through *** *** to have his service call completedOnce the work order has been serviced, Xplornet will arrange for the senior technical representative from our Customer Care Response Team who has been assisting Mr*** to follow up with him directly to confirm his technical concerns have been addressed
In line with our previous response, a one month credit has been applied to Mr***'s account, along with a recurring credit to offset the monthly $*.** static ip cost that was needed to address issues he was experiencing with connectivity to his 3rd party home automation systemFurthermore, as we have maintained, if Mr*** remains unsatisfied with his service experience for any reason, Xplornet will agree to waive his contract renewal commitment to allow him to finalize his account at any time without penalty
Thank you,
*** ***
Customer Care Response Coordinator
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/04/18) */
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 his complaint to the Revdex.com
Our records show
that *** was installed on the LTE Fixed Wireless service on January 6, 2016, on the LTE-packageNear the end of January, *** reached out to Xplornet to discuss upgrading his package but the signal was not strong enough to support the higher planAs the signal on ***'s subscriber module was trending below the requirements for his existing package, a work order was dispatched to a local service technician to realign his antennaA local service technician attended ***'s location along with Xplornet's field technicians in February and they determined that his signal could not be improved and that the LTE-package would not be attainable; the service would be as is
In May 2016, *** contacted Xplornet as he was experiencing intermittent service issuesAdditional panels were added that month to the tower that *** connects to and a service technician was dispatched to his location to repoint once the upgrades had been completedThe unit was moved and re-aligned to the best experienceThe panel that *** was connecting to after the work order was on a different frequency than the one he'd been connecting to prior and, as such, the signal requirements needed to be stronger in order to support his service package In discussion with *** in November, Xplornet dispatched another service technician to adjust his antenna as he reported that he was having ongoing issues and adjusted the recurring discount he'd had previously on his account to $**/month until the issues were resolvedLater that month, frequency changes were made on the tower and the frequency was adjusted to reflect that of the panel he'd connected to when the service was first installed***'s signal requirements are currently meeting the requirements for the package he subscribes to and the sector he connects to shows a positive experience
In closing, on behalf of Xplornet, I would like to thank *** for his patience and understanding as we work towards determining satisfactory resolution to his complaintIf *** is still experiencing issues with his service, or has any questions, comments, or concerns, Xplornet would ask that he call in to technical support at the time the issue is persisting to address his concerns in real timeOur technical support is available 24/7/to best assist at ***
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for forwarding the information provided by ***In response, Xplornet provides the following for review
In receiving ***'s complaint, we would first like to extend our apologies for the difficulties she reported with
her service experience and for the delays she's encountered while awaiting a conversion to our LTE network in the interest of improving her serviceRegrettably, we have experienced unanticipated delays related to hardware shortages and sincerely regret any inconvenience this matter has caused ***Xplornet is currently working to complete LTE upgrades and service conversions as quickly as possible
As *** noted in her complaint, Xplornet has credited her account to offset her service charges based on the difficulties she's experience on her current platform and are confident that in converting to our LTE network she will be satisfied with her upgraded service experienceHowever, we understand the delays have represented an inconvenience to *** and in recognition of her patience; Xplornet is willing to meet the desired resolution she has requested in her complaintTo this end, while we hope she will reconsider, if *** wishes to finalize her account prior to her LTE conversion, Xplornet will agree to waive her early cancellation fee
In closing, we hope that in agreeing to meet ***'s desired resolution she will find this to represent an acceptable response to her complaint and on behalf of Xplornet we would again wish to extend our regrets for any inconvenience or frustration this matter has caused her
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
In receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light
of her contract concerns and the difficulties she's reported with her connectionBased on our review, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet will not seek to hold her to her contract renewal commitment and she will not be responsible for an early cancellation fee in the event she chooses to finalize her service
In order to proceed with the cancellation of her account, [redacted] would simply need to contact our Care Centre at [redacted] and arrangements will be made to complete the recovery of the rental hardware in her possession
With respect to [redacted]'s concerns surrounding Xplornet account verification process; Xplornet takes the security of our customers' accounts seriouslyAll verification questions asked are in line with guidelines set out by the Personal Information and Electronic Document Act (PIPEDA) and customers maintain the option of setting up a verbal password on their account for added securityWith that said we value the feedback [redacted] has provided and appreciate her suggestions for improvements
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After proceeding with the Revdex.com, Xplornet has finally agreed to cancel our internet service without the $[redacted] cancellation fee as per the contract that the claim we are under
I have contacted the company as per their request in their response to my claim with the Revdex.comThey initially told me that I was still required to pay the fee, until I pulled up the email from the Revdex.com and quoted the response given by their team - suddenly they found it in their system and agreed to cancel without fees
I have requested cancellation as of December 31, They have stated that should I choose to keep the service, before December 31, 2016, that I can simply call back to make these arrangements
I am satisfied with the response that I have been given, and am thankful that there is no longer a contract, or cancellation fee, associated with our Xplornet account
? Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
Thank you for resolving this so quickly
Xplornet extends its apologies for the issues that remain unresolved for? *** ***
As these issues have not been resolved, Xplornet has credited the early cancellation fees that are present on the accountThis will appear on the next invoice as both a charge for early cancellation
fees, along with a credit for the early cancellation fees foregoing any costs for cancellation.?
Warmest regards,
*** ***
Customer Response CoordinatorXplornet Communications Inc
?
Initial Business Response /* (**00, 5, 2016/04/22) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following information is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account
history in light of the concerns he's raised relating to his installationBased on our review, we've identified that [redacted]'s installation was completed in December as part of a year service term which included a day warranty on his installation, a year warranty on labour costs, and a limited lifetime warranty to cover the replacement cost of any defective rental hardwareSince initially bringing his service concerns to our attention technicians have reviewed his system readings and have concluded a work order is necessary
Recognizing [redacted] was averse to paying any costs associated with the repairs, Xplornet offered a $** month discount to offset a portion of the charge and he agreed to have the work order issuedUnfortunately, when the installer contacted [redacted] to arrange an appointment he declined the work order as he would not agree to any extra costs associated with the service call and followed up to advise us that he had reviewed the installation and would not pay for repairs
With respect to the concerns raised with his installation, due to the time that has passed since his service activation and where he did not bring any concerns to our attention during his installation warranty period, [redacted] has been advised that he would be responsible for any repair costs not covered by our Service and Warranty termsThat being said, in the interest of reaching an acceptable resolution with [redacted], as a further gesture of good will and in addition to the $** month discount he is receiving, Xplornet will agree to cover a standard in-warranty work order and will make arrangements to have an installer reach out to schedule an updated service call appointment
In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and hope he will find this to represent an acceptable responseIf he would like to review the terms of our Service and Warranty coverage further, all information is readily available on our website [redacted]
Initial Business Response /* (1000, 5, 2015/12/18) */
We'd like to thank you for bringing [redacted] concerns to our attention In response to [redacted] concerns, the following is available for review
[redacted] was installed with Xplornet's 4G Satellite service in [redacted] and
reported concerns with his speeds on two separate occasions in September and [redacted] His issues at the time were due to higher usage during peak times and at the time, [redacted] did not report any issues with connecting to the service His system statistics did not indicate an inability to use or connect to the service at this time
[redacted] did not report any further service issues until [redacted] While troubleshooting the matter with [redacted], we identified the need to have an installer attend his location to address the issues he was experiencing At the time of this site visit, the installer repointing his Satellite receiver and determined [redacted] was able to receive signal from a nearby Fixed Wireless LTE tower [redacted] had our Fixed Wireless LTE services installed on [redacted] and was later provided with a month service credit [redacted] taxes) towards his LTE service as a result of the issues he'd reported in [redacted]
In review of [redacted] account and his concerns, Xplornet agrees to apply an additional months credit to his account for the service issues he experienced between [redacted] at the rate of his previous Satellite service [redacted] The credit will appear on [redacted] invoice in the amount of [redacted]
Xplornet would like to extend their regrets for the inconvenience this matter has caused [redacted] and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/03/03) */
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 noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess ***'s connection to diagnose any potential problems her system
In assessing her connection we were able to verify that ***'s system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speeds As with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network
Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, ***
With respect to our warranty coverage, while ***'s current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere ***'s labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if *** continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at *** to speak with a technical support representative
Xplornet's Service & Warranty policies can be reviewed on our website, ***
In closing, 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
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/01/13) */
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 ***'s account history and
will agree to waive the early cancellation fee associated with the early termination of his account
Having agreed to meet his desired resolution, we hope *** will find this to represent an acceptable resolution and extend our thanks for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/03/02) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of our records was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Unfortunately the customer
information provided in the complaint to the Revdex.com by *** does not match an account in our systemTo keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account to an unauthorized contact on an Xplornet account
If the account may be listed under another name, please have the full account holder contact us at *** where we can assist with ***'s request and update authorized users on file for future support in regards to the account We are available 24/7/
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is on mass scale with this company Xplornet they purposely slow down internet connections to customers which makes your internet service in the country un usableThey will send you notification that you have used ***% of allowed data and then turns off the service so you can't use it anymoreIt is very unethical way to provide service to a paying customerWhen I can't run my business because they purposely slow down internet speeds to the point can't use it, it becomes a problem and they offer no resolution
? I am rejecting this response because: the end user agreement states that anything under days is not valid, but the account was supposed to be closedTherefore we are on going based on days because we were reassured this acccount had been closed, In order to update a newest accountHad we not looked into our services we would still be charged two accounts.? Your agreement states nothing about an abandoned ? account staying open being charged services that were stated closed on our end.we were not receiving any mail or notices forThe old account therefore have no reculaection that it hadn’t been closed as instructed
Initial Business Response /* (1000, 5, 2016/12/02) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in light of the
concerns she has reported with her hardware recoveryFirst, we would like thank *** for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardwareXplornet has now confirmed the successful recovery of *** rental hardware and on November 28th a refund of $*** was processed back to the payment method on file
In closing, on behalf of Xplornet we would further like to extend our regrets to *** for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Business Response /* (**00, 5, 2016/08/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of the
service difficulties he's reported experiencing with his connection speedsBased on our review, technicians have identified that ***'s system is not currently meeting the signal requirements for his service package and have dispatched a work order to address the issueOnce completed we will assess his service experience further and as a gesture of good faith, Xplornet has applied a month service credit ($*** tax incl.) to his account which will be visible on his next month's invoice
With that being said, Xplornet is aware of periods of high traffic volume on the network during peak service periods and acknowledge that during these times ***'s connection speeds may be impactedAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure *** that our network team doing everything within our control to improve the networks performanceIn the interim, *** is receiving a month $** service discount and we will continue to work with him in the interest of addressing his ongoing service concerns
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused and thank him for his patience as we wait for his work order to be competed in the interest of restoring his service to meet the requirements for his service plan
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find their technical description of the signal requirements to be inaccurateThe slow speed (less than mb/s and less) is only during the evening hours when there are other customers using the serviceI tested my internet speed at midnight last night to find that I was achieving speeds of mb/sIf there was an issue with the signal requirements, then I would not achieve appropriate speeds during non peak hours*** *** ***.***
Initial Business Response /* (1000, 6, 2016/05/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of
the concerns he has reported with his connection speedsBased on our review, we've identified that *** is currently receiving service from our Viasat Satellite network on the Xplorepackage, providing speeds up to 10Mbps download and up to 1Mbps upload with a 75GB monthly bandwidth allowanceA senior technician has completed an assessment of *** rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds
As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed providing the best service experience possible for our customer and can assure *** that we are doing everything within our control to improve network performance
While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have increased the month discount *** has been receiving from $** to $** and we will continue to keep him aware of any updates when contacting our Care Centre
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 8, 2016/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of the loss of service on her fixed wireless servicesUpon receipt of *** ***’s complaint, a thorough review of the account
history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
In review of the account, our records show that Xplornet determined we were unable to repair the service and improve *** ***’s service experienceAs such, Xplornet advised that *** *** had the option to cancel with no penalty, or we could explore conversion options to other Xplornet platforms with no upfront cost to her; requiring a new year agreement, shortened to year in acknowledgement of her concerns*** *** advised that she did not want to sign a new contract so no changes were made on her accountThat being said, in the interest of resolving *** ***’s concerns, Xplornet would agree to treat her account as if she were not on contract should she decide to switch to a newer platform and remain unsatisfied and wish to cancel her servicesAs we do not have the option to give her a no-contract upgrade, a note will be placed on the account to ensure that the contract not be enforced should *** *** encounter any difficulties
If *** *** would like to complete the conversion or process a cancellation, we would ask that she reach out to Xplornet at her earliest convenience; we are available 24/7/at ***
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we work towards determining a satisfactory resolution to her complaint
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2016/07/08) */
Thank you for forwarding the information provided by *** to our attentionThe following is available for review
After receiving notice of his complaint, Xplornet completed a review of the concerns *** has raised relating to the
site survey fee he incurred after testing was completed to assess his location for service availabilityBased on our review, while we have spoken with the dealer to confirm *** was notified in advance of his site visit that in the event he wasn't able to attain the service he would be responsible for a site survey charge we recognize that this was not initially discussed at the time of his sales call and for this we apologize
Xplornet will agree to cover the cost associated with the site survey however where the charge itself was not billed through Xplornet and was legitimate based on the work that was performed; we are unable to waive the chargeTo this end, Xplornet would request that *** facilitate payment for the invoice he receives through the dealer and notify us once completed, at which time our billing department will issue a cheque to reimburse him for the $** ($*** taxes in) site survey charge
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused *** and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewAfter receiving notice of his complaint, Xplornet completed a review of [redacted]’ account history in light of the concerns raised with his cancellationBased on our
review, Xplornet will not seek to hold [redacted] to his contract renewal agreement, his early termination fee will be waived and we have agreed to backdate his cancellation to August 29/We can confirm that [redacted]’ cancellation has been processed and our billing department has been instructed to issue a refund of $(taxes in) back to the payment method on fileOnce completed [redacted] should expect to receive his refund within 3-business daysIn closing, Xplornet extends its regrets to [redacted] for any inconvenience this matter has caused and we hope he will find this to represent an acceptable response to address the concerns raised in his complaintSincerely,
Xplornet Communications?
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of the concerns *** *** has reported with his connection being incorrectly placed in limited
stateIn reviewing the issue we have acknowledged that an error occurred which inadvertently caused *** ***’s connection to remain in limited stateDue to the nature of the issue, addressing the problem required further escalation and for this we extend our apologies to *** *** along with our regrets for any inconvenience he experiencedIn compensation for his difficulties, we would normally offer an out of service credit for the days the issue was experienced (approx$9.99+tax) however as a show of good will we agreed to offer *** *** a $one-time credit or a month $discount ($value)? With that being said, recognizing *** *** remains unsatisfied with the compensation he’s been offered, in the interest of reaching an acceptable resolution, Xplornet will increase the credit to his account to cover a full month service charge of $99.99+ tax and the credit will be reflected on his next monthly invoice? With respect to *** ***’s request for additional data packages, Xplornet currently offers monthly bandwidth allowances up to 200GB on his satellite platformIf he wishes to increase his usage, he can do so at any time by contacting out Care Centre at ***? and one of our agents would be happy to assist himIn closing, we would again wish to extend our regrets to *** *** for his inconvenience and apologize for any frustration his matter has causedWe hope he will find this to represent an acceptable responseSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for forwarding the information submitted by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account
history in light of the concerns he's raised regarding his service experienceTo this end, we arranged to have a senior technical support representative review his connection and have confirmed his hardware readings are all in line with the requirements for his service package and are not currently indicative of a problem with his signal strength
With respect to the concerns *** has raised relating to his connection speeds, Xplornet's Terms of Service outline that while we strive to provide the best possible service experience for our customers due to the nature of the internet network we do not guarantee specific upload or download speeds in light of the numerous factors outside of our control which can impact internet speedOur service is provided on a shared access basis and like all service providers during periods of higher than traffic on the network speeds can be affectedWhere it is our goal to ensure each customer receives fair and consistent access to the internet, recognizing that a small percentage of our customers are responsible for disproportionate share of data usage on our network, to minimize this impact we have implemented traffic management policies to help maintain the best speeds for the majority of customers
As a part of the policy, during peak hours (between 8am and 1am local time) traffic to applications that are considered non time-sensitive (such as peer-to-peer file sharing, news groups, and online data storage)are restricted to a peak transfer speed of kbps download and kbps uploadFurther details on the traffic management policies implemented on our 4G Fixed Wireless networks can be review on our website***
Having said this, as a gesture of good faith, Xplornet has agreed to provide *** with a one-time $** discount as part of an upgrade to our 25Mbps service package and he has advised he will downgrade the plan at the end of his billing cycle if he does not find the upgrade to be an improvementWe would also note that if he continues to experiencing issues with his connection speeds and believes there to be an issue with his signal or rental hardware we would encourage him to reach out to our Care Centre*** to speak with a technician to diagnose the issue in real timeWhere ***'s system is under warranty, if any hardware or signal related issues are identified a work order will be sent to rectify the issue
In closing, Xplornet would like to extend our regrets to *** for the difficulties experienced and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for forwarding Mr***'s complaint to our attentionIn response to his concerns, the following is available for review
First, we would like to extend our regrets to Mr*** for the difficulties he's experienced in working with
technical agents from our Care Centre to have his concerns addressedWe appreciate the feedback he has provided on his service experience and apologize for any inconvenience this matter has causedUnfortunately, with 3rd party products such as the integrated home automation system used by Mr***, while Xplornet is committed to providing best effort support for such products, we cannot guarantee how effectively they will work with our servicesHaving said this, we are willing to work with Mr*** further in the interest of ensuring everything has been done to verify there are no issues with his Xplornet system that would be limiting his ability to connect to the application and have arranged for a senior technical representative to assist him directly
Earlier this week our technical representative reached out to offer further assistance to Mr*** after completing a review of his system readings to verify they were all in line with our quality of service standardsBased on his assessment, where the system Mr*** is using relies on a remote access we have recommended that a static ip address be added to his account which will allow him to hardcode his specific ip address to work with his home automation systemAs Mr*** has explained, he will need to have his own technician on site to assist with the static ip set up and we have agreed to follow up with him next Friday morning, *** **th, to confirm arrangements for a predetermined date and time to speak with technicians familiar with his internal network
In the interim, as a sign of good faith, Xplornet has extended a month credit ($**.**) to Mr***'s account and once his static ip address has been applied, we will agree to offset the standard $*.** monthly cost in the form of a recurring discountAdditionally, should we be unable to resolve Mr*** service concern, Xplornet will agree to waive the year contract renewal commitment associated with his service upgrade, allowing him to finalize his account at any time without penalty
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused Mr***, and thank him for his patience as we work to address the issues he has been experiencing with his home automation system
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what has happened to date I was contacted by a person whom identified themselves as being in corporate affairs The only thing they agreed to was to set up a follcall (this Friday) To date this issue is very much still open with a solution being 1.) a follcall setting a time to have a senior tech on a conference call with the *** and *** tech folks to resolve the issue and 2.) a call from the CEO (whom I have written to directly) apologizing for his "process of customer service" causing this downtime of months and more than hours of my time on the phone - not getting looked after Certainly minutes of his time is not too much after having his companies process wasting so much of mine
The response cited in Xplorenet's response is certainly NOT the call I was on
Final Consumer Response /* (4200, 17, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The upgrade was installed in late *** or early *** When I contacted Xplornet about the upgrade, I asked about my home automation system and was told there were no issuesI have subsequently placed more than a dozen calls and in some cases have spent more than three hours on a call with no resolutionWhen calls are elevated to a supervisor, they call leave a voice mail, but I have no way of having a person who understands the problem from the beginning and has the expertize to resolve
Quite frankly even the response to my issues shows a complete lack of respect for a customers time
Measure actions not words, If the measurement of this issue is more than months of frustration where I could not get someone of authority to place a call was to write to the CEO (with no response) and then have to elevate the call to the Revdex.com for assistance
Xplornet has not shown me as a customer any respect when the route cause was poor direction from the initial contact on removing the static IP address and then "stating a new static IP needed to be installed on the router for the new service
Because of this I have spent more than hours of frustrating time - due to Xplornet lack of training to front line help desk people and processes that are not centered around resolving an issue promptly or professionally
Their solution of a free month is ridiculous
There offer of allowing me to move to another company is a sign that - they still don't understand
As a customer I pick and payThat is it
I expect prompt professional service Did I get it, no!
When I asked and then demanded, it had to resort to me sending a complaint to the Revdex.com to resolve
Xplornet wasted more that 4o hours and months in not doing their job professionally
My only ask has been to get their CEO on the phone to explain why I was subjected to this level of service
Until he does this issue is not resolved ***
As a consumer I have rights and they have been violatedMy time is as valuable as anyone and I did not give Xplornet the permission to waste mine I await the CEO's call
Final Business Response /* (4000, 15, 2015/09/11) */
Xplornet is aware that Mr*** reported further concerns with his connection on *** *rd after we submitted our most recent response to his complaintFollowing our notification of the issue, after completing troubleshooting with a technician, a work order was dispatched to have installers on site to rectify any further issues Mr*** is experiencing with his Xplornet hardware
The work order was accepted by the dealer on *** *th and arrangements are being made through *** *** to have his service call completedOnce the work order has been serviced, Xplornet will arrange for the senior technical representative from our Customer Care Response Team who has been assisting Mr*** to follow up with him directly to confirm his technical concerns have been addressed
In line with our previous response, a one month credit has been applied to Mr***'s account, along with a recurring credit to offset the monthly $*.** static ip cost that was needed to address issues he was experiencing with connectivity to his 3rd party home automation systemFurthermore, as we have maintained, if Mr*** remains unsatisfied with his service experience for any reason, Xplornet will agree to waive his contract renewal commitment to allow him to finalize his account at any time without penalty
Thank you,
*** ***
Customer Care Response Coordinator
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/04/18) */
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 his complaint to the Revdex.com
Our records show
that *** was installed on the LTE Fixed Wireless service on January 6, 2016, on the LTE-packageNear the end of January, *** reached out to Xplornet to discuss upgrading his package but the signal was not strong enough to support the higher planAs the signal on ***'s subscriber module was trending below the requirements for his existing package, a work order was dispatched to a local service technician to realign his antennaA local service technician attended ***'s location along with Xplornet's field technicians in February and they determined that his signal could not be improved and that the LTE-package would not be attainable; the service would be as is
In May 2016, *** contacted Xplornet as he was experiencing intermittent service issuesAdditional panels were added that month to the tower that *** connects to and a service technician was dispatched to his location to repoint once the upgrades had been completedThe unit was moved and re-aligned to the best experienceThe panel that *** was connecting to after the work order was on a different frequency than the one he'd been connecting to prior and, as such, the signal requirements needed to be stronger in order to support his service package In discussion with *** in November, Xplornet dispatched another service technician to adjust his antenna as he reported that he was having ongoing issues and adjusted the recurring discount he'd had previously on his account to $**/month until the issues were resolvedLater that month, frequency changes were made on the tower and the frequency was adjusted to reflect that of the panel he'd connected to when the service was first installed***'s signal requirements are currently meeting the requirements for the package he subscribes to and the sector he connects to shows a positive experience
In closing, on behalf of Xplornet, I would like to thank *** for his patience and understanding as we work towards determining satisfactory resolution to his complaintIf *** is still experiencing issues with his service, or has any questions, comments, or concerns, Xplornet would ask that he call in to technical support at the time the issue is persisting to address his concerns in real timeOur technical support is available 24/7/to best assist at ***
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for forwarding the information provided by ***In response, Xplornet provides the following for review
In receiving ***'s complaint, we would first like to extend our apologies for the difficulties she reported with
her service experience and for the delays she's encountered while awaiting a conversion to our LTE network in the interest of improving her serviceRegrettably, we have experienced unanticipated delays related to hardware shortages and sincerely regret any inconvenience this matter has caused ***Xplornet is currently working to complete LTE upgrades and service conversions as quickly as possible
As *** noted in her complaint, Xplornet has credited her account to offset her service charges based on the difficulties she's experience on her current platform and are confident that in converting to our LTE network she will be satisfied with her upgraded service experienceHowever, we understand the delays have represented an inconvenience to *** and in recognition of her patience; Xplornet is willing to meet the desired resolution she has requested in her complaintTo this end, while we hope she will reconsider, if *** wishes to finalize her account prior to her LTE conversion, Xplornet will agree to waive her early cancellation fee
In closing, we hope that in agreeing to meet ***'s desired resolution she will find this to represent an acceptable response to her complaint and on behalf of Xplornet we would again wish to extend our regrets for any inconvenience or frustration this matter has caused her
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
In receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light
of her contract concerns and the difficulties she's reported with her connectionBased on our review, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet will not seek to hold her to her contract renewal commitment and she will not be responsible for an early cancellation fee in the event she chooses to finalize her service
In order to proceed with the cancellation of her account, [redacted] would simply need to contact our Care Centre at [redacted] and arrangements will be made to complete the recovery of the rental hardware in her possession
With respect to [redacted]'s concerns surrounding Xplornet account verification process; Xplornet takes the security of our customers' accounts seriouslyAll verification questions asked are in line with guidelines set out by the Personal Information and Electronic Document Act (PIPEDA) and customers maintain the option of setting up a verbal password on their account for added securityWith that said we value the feedback [redacted] has provided and appreciate her suggestions for improvements
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After proceeding with the Revdex.com, Xplornet has finally agreed to cancel our internet service without the $[redacted] cancellation fee as per the contract that the claim we are under
I have contacted the company as per their request in their response to my claim with the Revdex.comThey initially told me that I was still required to pay the fee, until I pulled up the email from the Revdex.com and quoted the response given by their team - suddenly they found it in their system and agreed to cancel without fees
I have requested cancellation as of December 31, They have stated that should I choose to keep the service, before December 31, 2016, that I can simply call back to make these arrangements
I am satisfied with the response that I have been given, and am thankful that there is no longer a contract, or cancellation fee, associated with our Xplornet account
? Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
Thank you for resolving this so quickly
Xplornet extends its apologies for the issues that remain unresolved for? *** ***
As these issues have not been resolved, Xplornet has credited the early cancellation fees that are present on the accountThis will appear on the next invoice as both a charge for early cancellation
fees, along with a credit for the early cancellation fees foregoing any costs for cancellation.?
Warmest regards,
*** ***
Customer Response CoordinatorXplornet Communications Inc
?
Initial Business Response /* (**00, 5, 2016/04/22) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following information is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account
history in light of the concerns he's raised relating to his installationBased on our review, we've identified that [redacted]'s installation was completed in December as part of a year service term which included a day warranty on his installation, a year warranty on labour costs, and a limited lifetime warranty to cover the replacement cost of any defective rental hardwareSince initially bringing his service concerns to our attention technicians have reviewed his system readings and have concluded a work order is necessary
Recognizing [redacted] was averse to paying any costs associated with the repairs, Xplornet offered a $** month discount to offset a portion of the charge and he agreed to have the work order issuedUnfortunately, when the installer contacted [redacted] to arrange an appointment he declined the work order as he would not agree to any extra costs associated with the service call and followed up to advise us that he had reviewed the installation and would not pay for repairs
With respect to the concerns raised with his installation, due to the time that has passed since his service activation and where he did not bring any concerns to our attention during his installation warranty period, [redacted] has been advised that he would be responsible for any repair costs not covered by our Service and Warranty termsThat being said, in the interest of reaching an acceptable resolution with [redacted], as a further gesture of good will and in addition to the $** month discount he is receiving, Xplornet will agree to cover a standard in-warranty work order and will make arrangements to have an installer reach out to schedule an updated service call appointment
In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and hope he will find this to represent an acceptable responseIf he would like to review the terms of our Service and Warranty coverage further, all information is readily available on our website [redacted]
Initial Business Response /* (1000, 5, 2015/12/18) */
We'd like to thank you for bringing [redacted] concerns to our attention In response to [redacted] concerns, the following is available for review
[redacted] was installed with Xplornet's 4G Satellite service in [redacted] and
reported concerns with his speeds on two separate occasions in September and [redacted] His issues at the time were due to higher usage during peak times and at the time, [redacted] did not report any issues with connecting to the service His system statistics did not indicate an inability to use or connect to the service at this time
[redacted] did not report any further service issues until [redacted] While troubleshooting the matter with [redacted], we identified the need to have an installer attend his location to address the issues he was experiencing At the time of this site visit, the installer repointing his Satellite receiver and determined [redacted] was able to receive signal from a nearby Fixed Wireless LTE tower [redacted] had our Fixed Wireless LTE services installed on [redacted] and was later provided with a month service credit [redacted] taxes) towards his LTE service as a result of the issues he'd reported in [redacted]
In review of [redacted] account and his concerns, Xplornet agrees to apply an additional months credit to his account for the service issues he experienced between [redacted] at the rate of his previous Satellite service [redacted] The credit will appear on [redacted] invoice in the amount of [redacted]
Xplornet would like to extend their regrets for the inconvenience this matter has caused [redacted] and appreciate his patience while we look in to this matter for him
Regards,
Xplornet Communications