Initial Business Response /* (1000, 8, 2016/11/07) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of
the concerns she's raised following her recent cancellation requestBased on our review, we would first like to extend our apologies to [redacted] for the difficulties she experience when arranging the cancellation of her account and thank her for taking the time to bring her feedback to our attention
[redacted] concerns have been brought to the attention of management and appropriate actions are being taken to ensure future customers do not have a similar experienceWith that being said, Xplornet can confirm that [redacted] account cancellation was processed as of October and arrangements are being made to recover the Xplornet rental hardware in her possessionOnce completed, a refund for the $[redacted] credit balance remaining on her account will be issued back to the payment method on file and her account closure will be completed with no further charges owing
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and thank [redacted] for her time as a valued customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/05/19) */
Thank you for forwarding the feedback provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***' account history to
investigate the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank *** for the feedback she's providedBased on our review, we have acknowledged that the network she connects to for service does experience periods of heavy usage which can have an impact on her connection speeds
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in her areaWhile our Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we can assure *** that we take her concerns seriously and our Network team is doing everything within their control to resolve the issue
To this end, while we do not have a specific timeframe for when the issue will resolved; in the interim Xplornet has placed an additional month credit ($*** before tax) on ***' account and have increased the recurring monthly service discount she is receiving in relation to this issue from $* to $**Further to this, we will also continue to keep her apprised of any updates on the issue as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank them for their patience as we continue to monitor the experience on their service tower and work toward making improvements to the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this offer for a reduction in my monthly billing but I take exception to the quote of "periods of heavy usage" as I experience slow service almost all the time We have to unplug our modem daily, usually at least to times to try to reset the system to improve the service ***
***
Initial Business Response /* (1000, 5, 2016/07/22) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in
light of the difficulties he's reported following his recent loss of service and the subsequent cancellation of his account
Based on our review, we understand the work order issued to complete repairs to restore [redacted]'s service was not able to be completed within an acceptable timeframe and for this we apologizeAs a gesture of good will we have reapplied a one month credit of $[redacted] to [redacted]'s account and have issued an additional credit of $[redacted] to offset the early cancellation fee that was billed to his account
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response to his complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet was expedient in this matter Unfortunately, it only became so once it was reported to Revdex.com It was funny, in a way, when no one could come and restore my internet in three weeks but they sure found the time after I cancelled their service to come to my home and remove their equipment! Called on a Wednesday night and they were here on the Saturday!!!!
Initial Business Response /* (1000, 5, 2016/02/11) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light
of the concerns he's raised regarding a conversion to our LTE networkFirst, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated his concernsBased on our review, [redacted]'s service conversion was recommended after installers were unable to reestablish signal on his original platform which necessitated an upgrade to our new LTE network
At this time we are confident [redacted] will be satisfied with the upgrade however we understand his concern surrounding the increase monthly price and move to a service plan with a monthly bandwidth allowanceTo this end, Xplornet had a senior technical representative from our Care Centre reach out to [redacted] to discuss his concerns and highlight the benefits associated with the new service; noting that his new package speeds would be more than double that of his original plan and the bandwidth allowance was significantly greater than what his usage history has reflected during his highest usage months
Further to this, recognizing [redacted] has been a longstanding customer in good standing we've also agreed to provide him with a recurring $** service discount for the next months on his new service package[redacted] in turn has indicated he is satisfied with the arrangement we've reached and we greatly appreciate his continued loyalty as a valued Xplornet customer
In closing, we would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he will find this to represent an acceptable response to his complaint
Sincerely
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/05/26) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving her complaint, Xplornet completed a review of [redacted]'s account history
and
recognizing she was willing to attempt to move her service following her relocation, in good faith Xplornet will not seek to hold her to service commitment and she will not be responsible for an early termination fee as a result of her cancellation
To move forward with the finalization of her account, [redacted] would simply need to contact the Xplornet Care Centre at [redacted] and arrangements will be made to complete the recovery of her rental hardware
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
? 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
Initial Business Response /* (1000, 10, 2016/06/23) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history to
investigate the difficulties he's reported with his connection speedsFirst, we would like to thank [redacted] for his feedback and extend our regrets for any inconvenience this issue has causedBased on our review, we've confirmed that his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network which can have an impact on connection speeds
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in his areaWhile our Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we can assure [redacted] that we take his concerns seriously and are doing everything within our control to resolve the issue
While we currently do not have a specific timeframe for 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 In the interim, as a gesture of good faith we have increased the month discount [redacted] is presently receiving in relation to this issue from $* to $** and will continue to keep him aware of updates as they are available when contacting our Care Centre
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/06/16) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of
the concerns he's reported with his connection relating to his recent service difficultiesFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for any delays he experienced while we worked to restore his connection
Based on our review, we've verified that an issue was identified with ***'s connection that required a service call to address and a work order was issued to complete necessary repairs to his rental hardwareOnce on site, the installer completed additional work to restore his connection however after the repairs were completed a secondary issue was identified and we regret that this was not addressed at the time of his service callOnce we became aware of the problem we worked to address the issue as quickly as possible and technicians were able to restore ***'s connection on June 7th
Regrettably, shortly thereafter the *** contacted our Care Centre to request the cancellation of their account and proceeded with the finalization of their Xplornet services on June 10thWhile we regret that they have decided to cancel their services, we would like to extend our appreciation for their longstanding time as valued Xplornet customers and wish them all the best moving forward
In closing, on behalf of Xplornet we would again wish to extend our apologies to *** for any inconvenience he experienced in relation to this issue and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (**00, 5, **16/09/21) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused ***
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 connection, our Network and Engineering teams are working to address the issue and we can assure *** that Xplornet is doing everything within our control to improve the network's performance
With that being said, Xplornet does not presently have a specific timeframe we're able to provide *** for when this issue will be rectified however in the interim, as a show of good faith we have placed a month service credit ($***) on his account and have increased the recurring monthly discount he is receiving from $** to $** which he will continue to receive until the issue has been resolved
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience the problems with his connection speeds have 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 /* (**00, 7, **16/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the "good faith" gesture provided by Xplornet with the understanding this issue will be remedied in the near future
***
Thank you for forwarding the information provided by [redacted]
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of usage related concerns and early cancellation fees applied upon the cancellation of her Xplornet accountUpon receipt of
[redacted]’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 history, our records show that [redacted] first reached out to Xplornet on October 19, 2017, and advised that they required more data as they were a family of sixXplornet suggested obtaining a second service or switching to usage based billing as [redacted] explained that the package they subscribed to would likely not be enough data for them[redacted] was advised again of the option to go to usage based billing at $2/GB over her package when she contacted Xplornet on November 6, 2017, but she declined and as a courtesy Xplornet reset her usage and offered troubleshooting with our technical support staff[redacted] elected not to speak to technical support[redacted] later called to cancel the services in January as they had elected to go with another provider who was able to offer them unlimited serviceAt the time of the cancellation [redacted] was advised that early cancellation fees of $450+taxes would be applied to the account upon the termination of her services as she was on contract until October On January 17, 2018, [redacted] spoke with an Xplornet supervisor who agreed to reduce her cancellation fees by 50% as a show of good faith as the service ??" while functional - did not fit their usage needs as they had six users in the home
After further review of the account, Xplornet would advise that the 50% reduction in termination fees previously offered by a supervisor is a reasonable resolution and that the termination fees would standXplornet provided solutions to [redacted]'s usage concerns and offered technical support when she advised they were experiencing difficulties but she had declined the offersIf [redacted] wishes to speak with an Xplornet representative to discuss her account, we are available 24/7/at [redacted]? to best assist
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/12/17) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account
history in light of the concerns he's reported relating to his connection speeds during peak service hours Based on our review, we arranged to have a senior technical representative follow up with [redacted] to discuss his speed concerns
In speaking with [redacted], the senior technician he spoke with has explained that based on the shared access nature of the service, he may experience reduced speeds during periods of higher than volume on the networkHaving said that, they were able to confirm that our Network Operations team is investigating the service experience on the network [redacted] connects to but unfortunately, we do not have a specific time frame for resolution at this timeWhile it has also been explained that; pursuant to our Terms of Service (Sec"The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we're able to offer at their location
To this end, after speaking with [redacted] about his concerns Xplornet has agreed to adjust his service charges, applying a recurring $** monthly discount to reflect the costs associated with our LTE-10Mbps package while he maintains his upgraded LTE-25Mbps plan and have committed to following up with him as soon as an updated resolution time frame is available
In closing, Xplornet would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards a resolution to address his concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already mentioned to the lady, who mentioned that her name was [redacted], the explanations given by her are not acceptableThe network conditions were fine when I signed the contract in the [redacted] and started to deteriorate by the [redacted]It got to the point when with the promised speed of 10Mb/s I was constantly getting under 1Mb/s speed during the peak hoursThe Xplornet sales reps told me that deterioration is proportional and if I go to 25MB/s my peak hour speeds will increaseIn conversation with Ms[redacted] I learned that it is not true
[redacted].[redacted]
This is the reason why Xplornet attempt to close this case is absolutely unacceptableI am omitting the technical details which could supplement my statement[redacted]
Initial Business Response /* (1000, 5, 2016/02/11) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in
light of the concerns she's raised with her service experience and her request to have her outstanding balance waivedBased on our review, we've confirmed that the *** agreed to a year service commitment on our *** Satellite network and their services were installed on July 28th,
As part of our service activation process, customers are required to confirm their service agreement by completing our Customer Activity Centre, at which time they verify their contact and billing information, and acknowledged they have read and accept our Terms of ServiceOur records reflect the *** completed this process on August 8th and following their activation, they were provide a full day money back guarantee period to ensure they were satisfied with the service before becoming bound to their contract term
The first time we received a report of service concerns from the *** was on October 5th at which time they reported a problem with their browsing experienceThe dealer then verified their connection was within the guidelines of their service packageWe heard back from *** in November 2015, at which time she reported problems navigating to specific sites online, but we were unable to completed proper troubleshooting as she was unable to bypass her routerXplornet recommended that she contact her router manufacturer for assistance or callback for additional support once she was able to establish a direct connection to the modem
The *** did not complete further troubleshooting and contacted our Care Centre on December 7th to request their account be cancelled but we were able to reach an agreement to place their service on a no-charge seasonal suspension until they returned to the locationUnfortunately, due to the timing of the suspension they received an automated invoice that was generated prior to the agreement to suspend their service without charge and they followed up with us on December 28th to finalize their account, despite our assurances that the adjustment would be reflected on the following months invoice and after being advised they would be responsible for an early cancellation fee of $*** (before tax)
Having said this, in the interest of reaching a mutually acceptable resolution with the *** Xplornet has reduced the early cancellation fee billed to their account by 50%, from *** to $*** (before tax) and as a further gesture of good will, we have also issued a month service credit of *** (before tax) to their account
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused the *** and hope they will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we had a contract for service which them didn't,t provide and I,be been calling them since August telling them I had no service I did trouble shooting times where nothing worked each time I was one the phone with them I don't have time to be doing this or do I expect times and refused to sent anyone to help I had *** in my home in *** for ever ***
Final Business Response /* (4000, 10, 2016/02/23) */
Thank you for forwarding ***'s rebuttal to our attentionIn response, the following is available for review
Xplornet's records do not reflect that the ***' connection was unusable during their time with our serviceThe concerns reported related to intermittent issues when browsing to specific sites which required additional troubleshooting to diagnoseUnfortunately, where the *** did not have access to a device that met Xplornet's system requirements our technicians were unable to complete necessary troubleshooting which required that the *** bypass their router to establish a direct connection to the modem
To this end, as we explained in our original response, we reached an agreement with the *** to place their account on a no-charge suspension until they returned to the location in the spring with a supported device to complete further troubleshooting and if necessary, Xplornet would issue a work order under warranty to complete repairs to their rental hardwareRegrettably, this arrangement did not come to fruition as the *** contacted us to finalize their account on December 28th
and subsequently completed payment reversals for previously service charges
That being said, we understand this matter has been a source of frustration for *** and in good faith, Xplornet has waived the remainder of the early cancellation fee billed to their account as a gesture of good willThis places the total credit we have applied to the ***' account at $*** (taxes in)
In closing, Xplornet would again wish to extend our regrets to *** for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/09/07) */
Thank you for forwarding the information provided by [redacted] to our attentionFor reasons of Privacy, Xplornet is unable to disclose any information pertaining to the other accounts [redacted] references in his complaint
A review of the
account history was completed in order to address the concerns outlined in his complaint to the Revdex.comOur records reflect that [redacted] is located in a remote area that is only accessible by ferry, requires additional time for travel and labor to make arrangements to service the location
Xplornet contracts third party installers to service and install services in rural locations throughout Canada and covers up to km round trip to and from our customer's location for each site visit Our independent third party installer has advised that additional charges for mileage, time, and accommodations would be required in order to travel to the remote area where [redacted] livesIn discussion with the third party installer, they have confirmed they are able to attend [redacted]'s locationAt this time, where the charges discussed would be billed between the third party contractor and the customer, we would advise [redacted] to reach out to the dealership directly in order to co-ordinate a trip to the area and to discuss potential costs involved
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns as outlined in his complaint to the Revdex.com
Sincerely,
Xplornet Communication
?
Xplornet has applied an additional month credit which will appear alongside the month credit applied on December 5th, Due to the invoice for December already being sent on the 2nd of December the credit applied on the 5th did not appearBoth the month credit applied today and the month applied on the 5th of December will appear on the January invoice totaling $237.00, not including the credits on the December invoice for $and $In total this would amount to $due to the issues experienced
Xplornet is terribly sorry that this issue affecting your service has occurred and understands the frustrations that are due in part to thisIf the uninterrupted services go offline once again we recommend to contact our customer care at *** to go over the recommended steps with regards to this investigation
Warmest regards,
*** ***
Customer Response CoordinatorXplornet Communications Inc
?
Initial Business Response /* (1000, 5, 2016/11/14) */
Thank you for forwarding the information provided by [redacted] to our attentionAfter receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history and have extend our apologies for the difficulties she
experienced with our services
Based on our review, Xplornet has waived the service commitment associated with [redacted]'s account and she will not be held responsible for an early cancellation feeXplornet has also agreed to refund all payments ($[redacted] tax incld.) made by [redacted] which will be completed once the recovery of her rental hardware is confirmed
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company response was what I was looking forI consider the matter amicably closed
Initial Business Response /* (1000, 5, **16/11/22) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of his complaint, review of the account was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com
Our technicians
reviewed [redacted] system and determined that the values on his High Throughput Jupiter service were within the expected parameters of the serviceIn previous discussions with [redacted], Xplornet has acknowledged that the satellite that he connects to does experience some degradation in speed in times of high utilization due to the nature of the shared serviceA recurring credit of $**/month has been applied to the account in acknowledgement of these issues
While there is no immediate solution to the concerns that [redacted] has addressed, Xplornet will be launching two new satellites starting in to provide additional capacity and bandwith to rural customersIn the interim, should [redacted] decide to cancel his account, there would be no termination fees of penalties to cancel his accountWe would just ask that [redacted] contact our care center at [redacted] at his earliest convenience in order to process such a request
In closing, on behalf of Xplornet, I would like to thank [redacted] for his continued loyalty as an Xplornet customer and apologize for any inconvenience or hardship that this matter may have caused
Initial Business Response /* (1000, 5, 2017/01/13) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns he's raised with his service experienceBased on our review, we recognize [redacted] has been a longstanding customer and regret the difficulties he's reported experiencing with the service and the cancellation of his account
Xplornet has reversed the hardware charges billed to [redacted]'s account which will be refunded along with the $[redacted] prorated service credit applied following his cancellationFurther to this, as a gesture of good faith we have also issued a retroactive month $** service discount ($[redacted] before tax) which will also be refunded back to [redacted]'s credit card[redacted] should expect to receive his refund within the next 5-business days
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience while we investigated his complaintWe hope he will find our response to represent an acceptable resolution and would further like to thank him for his time as a valued customer
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response to this situation
I am awaiting confirmation on the credit card for refunds as noted
This could have been handled so much better than it was considering all the facts here
To be clear specifically about cancellation issues - email did not work ; calling did not work ; finally I had to call and call and call to cancel
The use of third party installers and issues surrounding this has compounded the issues here specific to the "equipment" issuesDon't even get me started on the bungled and unsafe first install
Please note if the refunds as noted are not received promptly I will re-open this complaint and escalate it further - including CRTC and Competition Bureau
[redacted]
[redacted]’sservice issues are unfortunately due in part to an ongoing investigation into their network to ascertain the cause of these service issuesThis issue has been intermittently occurring since November and has been investigated and continues to beCurrently Xplornet has offset costs
for [redacted]’s service since this issue was knownXplornet has credited [redacted]? a total of for costs of service not providedUnfortunately due to these issues we cannot provide an estimated time of resolution due to the investigation being ongoingFor the months of service issues Xplornet has credited for months’ worth of service thus far and will continue to compensate for the loss of service as the investigation unfolds
Unfortunately the service issues [redacted] is experiencing is not something I can resolve until the investigation has been completed and will continue to credit for the issues
Initial Business Response /* (1000, 7, 2016/12/16) */
Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account to
assess the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionBased on our review, we have identified that the network she connect to for service does experience periods of heavy usage which can have an impact on her connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved
In the interim, while we continue to work towards addressing the issue, Xplornet has increased the month service discount [redacted] is receiving from $** to $** and she maintains the option to downgrade to a lower tiered plan if she is not satisfied with the speeds she is receiving on her 25Mbps service packageWith that said, if she remains unsatisfied with her service experience Xplornet will agree to waive her contract commitment and will not seek an early cancellation fee if he decides to end her services
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work toward improvements to the network
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 9, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, I appreciate the responseUnfortunately, this doesn't solve the issue"Slowdowns" are one thing, but loss of connection on a regular basis is anotherWhile I completely understand that there was no guarantee of a certain speed in the contract, having kbps several times a day is simply not providing the service at all
Xplornet is fully aware that the towers are overloaded in my area - as they have clearly stated in their response - and yet continue to add clients, which hinders the service even moreI assume that they are also aware that they are the only internet provider in my area, which is why they continue to add clients, they have a monopoly in this areaI can't work without the internet so cancelling the service is not an optionSwitching my account to a slower speed will only slow my service even more (lowering my CINRand CINRnumbers to Mbps rather than Mbps), which would only make things worse I appreciate the additional discount, but this isn't about money - I simply want "fast and reliable high-speed internet" as is stated on the home page of Xplornet's websiteAlso on their website under Why Choose Xplornet: "fast speeds to stream video and play online games" - this is what I thought I was getting
I do not want the Revdex.com to close this complain as "satisfied" because I am notHowever, there is obviously no resolution to this issue until Xplornet expands their network bandwidthWill the EchoStar XIX satellite improve my service in 2017? If so, does Xplornet have an idea of when I could expect better speeds?
Thank you
[redacted]
Final Business Response /* (4000, 16, 2016/12/28) */
Thank you for forwarding the response provided by [redacted]
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account to assess the difficulties she's reported with her connection speedsWe again would like to extend our apologies for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionOur records show that while her signal is sufficient to support the package that she subscribes to, the network that she connects to does experience periods of high utilization which can cause subscribers to note degradation in 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 [redacted]'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customers That being said, degradation in connection speeds should not cause [redacted] to lose connection completely and if she is losing service and unable to connect we would ask that she calls us to troubleshoot at her earliest convenienceWe are available 24/to best assist at [redacted]
Xplornet would also like to acknowledge the concerns that [redacted] has raised in regards to downgrading her service packageThe CINRand CINRnumbers represent the signal strength that the subscriber module is obtaining from the tower that [redacted] connects toThese figures are not tied to the package and would not be impacted should [redacted] choose to downgrade her service package to the LTE-plan
In closing, on behalf of Xplornet, I would like to thank [redacted] for bringing this matter to our attention and apologize for any inconvenience or hardship that these matters have caused
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2015/11/26) */
[redacted]
In receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns she's raised relating to her [redacted] package upgrade and the subsequent usage charges she has been billedBased on our assessment, we have identified that [redacted] was provided details relating to the upgrade options available on her platform, including information on the overage charges applicable to our usage based billing plans prior to contacting our Care Centre to proceed with her package change
All customers on usage based service plans are provided with access to a usage tracker through the customer portal available at myxplornet.com to monitor their monthly bandwidth consumption and Xplornet provides e-mail notifications to ensure they are informed as they approach (80%) and reach their bandwidth allowance (100%)The notification for customers on usage based billing plans also identifies that further bandwidth use will result in additional chargesOur records note that all appropriate notifications were sent to [redacted] at the updated email address she created at the time of her package upgrade and we only received notice of her billing concerns as of [redacted]
To this end, pursuant to Xplornet's Terms of Service (Section Payments), all service charges are considered valid unless disputed within days of the billing date and adjustments are not made for charges older than daysBased on this, in speaking with [redacted] about her concerns, Xplornet agreed to provide a $** credit, which offset the overage charges she was billed on her [redacted] in good faith but were unable to offer additional credit for previous usage charges she had incurred
Having said this, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet is has applied an additional credit of $[redacted] to offset 50% of the usage charges she was billed on her [redacted] invoicesThis brings the total usage credits we have provided [redacted] to $[redacted], or 60% of the total usage charges ($[redacted]) she incurred following her package upgradeXplornet would also note that [redacted] was not billed for two packages; following her package upgrade, her service charges were prorated for the remainder of [redacted] at her new monthly rate with an adjustment being applied to her[redacted]t invoice
In closing, Xplornet would like to extend our regrets to [redacted] for any inconvenience that this matter has caused and hope she will find this to represent an acceptable response to resolve her complaint
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
yes I do accept but just so they know,as I have told different reps,I could not get into the usage tracker.I have set this up through a different email address so I can actually view my account.Thank you
Initial Business Response /* (1000, 8, 2016/11/07) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of
the concerns she's raised following her recent cancellation requestBased on our review, we would first like to extend our apologies to [redacted] for the difficulties she experience when arranging the cancellation of her account and thank her for taking the time to bring her feedback to our attention
[redacted] concerns have been brought to the attention of management and appropriate actions are being taken to ensure future customers do not have a similar experienceWith that being said, Xplornet can confirm that [redacted] account cancellation was processed as of October and arrangements are being made to recover the Xplornet rental hardware in her possessionOnce completed, a refund for the $[redacted] credit balance remaining on her account will be issued back to the payment method on file and her account closure will be completed with no further charges owing
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and thank [redacted] for her time as a valued customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/05/19) */
Thank you for forwarding the feedback provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***' account history to
investigate the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank *** for the feedback she's providedBased on our review, we have acknowledged that the network she connects to for service does experience periods of heavy usage which can have an impact on her connection speeds
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in her areaWhile our Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we can assure *** that we take her concerns seriously and our Network team is doing everything within their control to resolve the issue
To this end, while we do not have a specific timeframe for when the issue will resolved; in the interim Xplornet has placed an additional month credit ($*** before tax) on ***' account and have increased the recurring monthly service discount she is receiving in relation to this issue from $* to $**Further to this, we will also continue to keep her apprised of any updates on the issue as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank them for their patience as we continue to monitor the experience on their service tower and work toward making improvements to the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this offer for a reduction in my monthly billing but I take exception to the quote of "periods of heavy usage" as I experience slow service almost all the time We have to unplug our modem daily, usually at least to times to try to reset the system to improve the service ***
***
Initial Business Response /* (1000, 5, 2016/07/22) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in
light of the difficulties he's reported following his recent loss of service and the subsequent cancellation of his account
Based on our review, we understand the work order issued to complete repairs to restore [redacted]'s service was not able to be completed within an acceptable timeframe and for this we apologizeAs a gesture of good will we have reapplied a one month credit of $[redacted] to [redacted]'s account and have issued an additional credit of $[redacted] to offset the early cancellation fee that was billed to his account
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response to his complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet was expedient in this matter Unfortunately, it only became so once it was reported to Revdex.com It was funny, in a way, when no one could come and restore my internet in three weeks but they sure found the time after I cancelled their service to come to my home and remove their equipment! Called on a Wednesday night and they were here on the Saturday!!!!
Initial Business Response /* (1000, 5, 2016/02/11) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light
of the concerns he's raised regarding a conversion to our LTE networkFirst, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated his concernsBased on our review, [redacted]'s service conversion was recommended after installers were unable to reestablish signal on his original platform which necessitated an upgrade to our new LTE network
At this time we are confident [redacted] will be satisfied with the upgrade however we understand his concern surrounding the increase monthly price and move to a service plan with a monthly bandwidth allowanceTo this end, Xplornet had a senior technical representative from our Care Centre reach out to [redacted] to discuss his concerns and highlight the benefits associated with the new service; noting that his new package speeds would be more than double that of his original plan and the bandwidth allowance was significantly greater than what his usage history has reflected during his highest usage months
Further to this, recognizing [redacted] has been a longstanding customer in good standing we've also agreed to provide him with a recurring $** service discount for the next months on his new service package[redacted] in turn has indicated he is satisfied with the arrangement we've reached and we greatly appreciate his continued loyalty as a valued Xplornet customer
In closing, we would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he will find this to represent an acceptable response to his complaint
Sincerely
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/05/26) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving her complaint, Xplornet completed a review of [redacted]'s account history
and
recognizing she was willing to attempt to move her service following her relocation, in good faith Xplornet will not seek to hold her to service commitment and she will not be responsible for an early termination fee as a result of her cancellation
To move forward with the finalization of her account, [redacted] would simply need to contact the Xplornet Care Centre at [redacted] and arrangements will be made to complete the recovery of her rental hardware
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
? 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
Initial Business Response /* (1000, 10, 2016/06/23) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history to
investigate the difficulties he's reported with his connection speedsFirst, we would like to thank [redacted] for his feedback and extend our regrets for any inconvenience this issue has causedBased on our review, we've confirmed that his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network which can have an impact on connection speeds
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in his areaWhile our Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we can assure [redacted] that we take his concerns seriously and are doing everything within our control to resolve the issue
While we currently do not have a specific timeframe for 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 In the interim, as a gesture of good faith we have increased the month discount [redacted] is presently receiving in relation to this issue from $* to $** and will continue to keep him aware of updates as they are available when contacting our Care Centre
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/06/16) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account in light of
the concerns he's reported with his connection relating to his recent service difficultiesFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for any delays he experienced while we worked to restore his connection
Based on our review, we've verified that an issue was identified with ***'s connection that required a service call to address and a work order was issued to complete necessary repairs to his rental hardwareOnce on site, the installer completed additional work to restore his connection however after the repairs were completed a secondary issue was identified and we regret that this was not addressed at the time of his service callOnce we became aware of the problem we worked to address the issue as quickly as possible and technicians were able to restore ***'s connection on June 7th
Regrettably, shortly thereafter the *** contacted our Care Centre to request the cancellation of their account and proceeded with the finalization of their Xplornet services on June 10thWhile we regret that they have decided to cancel their services, we would like to extend our appreciation for their longstanding time as valued Xplornet customers and wish them all the best moving forward
In closing, on behalf of Xplornet we would again wish to extend our apologies to *** for any inconvenience he experienced in relation to this issue and hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (**00, 5, **16/09/21) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused ***
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 connection, our Network and Engineering teams are working to address the issue and we can assure *** that Xplornet is doing everything within our control to improve the network's performance
With that being said, Xplornet does not presently have a specific timeframe we're able to provide *** for when this issue will be rectified however in the interim, as a show of good faith we have placed a month service credit ($***) on his account and have increased the recurring monthly discount he is receiving from $** to $** which he will continue to receive until the issue has been resolved
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience the problems with his connection speeds have 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 /* (**00, 7, **16/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the "good faith" gesture provided by Xplornet with the understanding this issue will be remedied in the near future
***
Thank you for forwarding the information provided by [redacted]
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of usage related concerns and early cancellation fees applied upon the cancellation of her Xplornet accountUpon receipt of
[redacted]’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 history, our records show that [redacted] first reached out to Xplornet on October 19, 2017, and advised that they required more data as they were a family of sixXplornet suggested obtaining a second service or switching to usage based billing as [redacted] explained that the package they subscribed to would likely not be enough data for them[redacted] was advised again of the option to go to usage based billing at $2/GB over her package when she contacted Xplornet on November 6, 2017, but she declined and as a courtesy Xplornet reset her usage and offered troubleshooting with our technical support staff[redacted] elected not to speak to technical support[redacted] later called to cancel the services in January as they had elected to go with another provider who was able to offer them unlimited serviceAt the time of the cancellation [redacted] was advised that early cancellation fees of $450+taxes would be applied to the account upon the termination of her services as she was on contract until October On January 17, 2018, [redacted] spoke with an Xplornet supervisor who agreed to reduce her cancellation fees by 50% as a show of good faith as the service ??" while functional - did not fit their usage needs as they had six users in the home
After further review of the account, Xplornet would advise that the 50% reduction in termination fees previously offered by a supervisor is a reasonable resolution and that the termination fees would standXplornet provided solutions to [redacted]'s usage concerns and offered technical support when she advised they were experiencing difficulties but she had declined the offersIf [redacted] wishes to speak with an Xplornet representative to discuss her account, we are available 24/7/at [redacted]? to best assist
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/12/17) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account
history in light of the concerns he's reported relating to his connection speeds during peak service hours Based on our review, we arranged to have a senior technical representative follow up with [redacted] to discuss his speed concerns
In speaking with [redacted], the senior technician he spoke with has explained that based on the shared access nature of the service, he may experience reduced speeds during periods of higher than volume on the networkHaving said that, they were able to confirm that our Network Operations team is investigating the service experience on the network [redacted] connects to but unfortunately, we do not have a specific time frame for resolution at this timeWhile it has also been explained that; pursuant to our Terms of Service (Sec"The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we're able to offer at their location
To this end, after speaking with [redacted] about his concerns Xplornet has agreed to adjust his service charges, applying a recurring $** monthly discount to reflect the costs associated with our LTE-10Mbps package while he maintains his upgraded LTE-25Mbps plan and have committed to following up with him as soon as an updated resolution time frame is available
In closing, Xplornet would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards a resolution to address his concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already mentioned to the lady, who mentioned that her name was [redacted], the explanations given by her are not acceptableThe network conditions were fine when I signed the contract in the [redacted] and started to deteriorate by the [redacted]It got to the point when with the promised speed of 10Mb/s I was constantly getting under 1Mb/s speed during the peak hoursThe Xplornet sales reps told me that deterioration is proportional and if I go to 25MB/s my peak hour speeds will increaseIn conversation with Ms[redacted] I learned that it is not true
[redacted].[redacted]
This is the reason why Xplornet attempt to close this case is absolutely unacceptableI am omitting the technical details which could supplement my statement[redacted]
Initial Business Response /* (1000, 5, 2016/02/11) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in
light of the concerns she's raised with her service experience and her request to have her outstanding balance waivedBased on our review, we've confirmed that the *** agreed to a year service commitment on our *** Satellite network and their services were installed on July 28th,
As part of our service activation process, customers are required to confirm their service agreement by completing our Customer Activity Centre, at which time they verify their contact and billing information, and acknowledged they have read and accept our Terms of ServiceOur records reflect the *** completed this process on August 8th and following their activation, they were provide a full day money back guarantee period to ensure they were satisfied with the service before becoming bound to their contract term
The first time we received a report of service concerns from the *** was on October 5th at which time they reported a problem with their browsing experienceThe dealer then verified their connection was within the guidelines of their service packageWe heard back from *** in November 2015, at which time she reported problems navigating to specific sites online, but we were unable to completed proper troubleshooting as she was unable to bypass her routerXplornet recommended that she contact her router manufacturer for assistance or callback for additional support once she was able to establish a direct connection to the modem
The *** did not complete further troubleshooting and contacted our Care Centre on December 7th to request their account be cancelled but we were able to reach an agreement to place their service on a no-charge seasonal suspension until they returned to the locationUnfortunately, due to the timing of the suspension they received an automated invoice that was generated prior to the agreement to suspend their service without charge and they followed up with us on December 28th to finalize their account, despite our assurances that the adjustment would be reflected on the following months invoice and after being advised they would be responsible for an early cancellation fee of $*** (before tax)
Having said this, in the interest of reaching a mutually acceptable resolution with the *** Xplornet has reduced the early cancellation fee billed to their account by 50%, from *** to $*** (before tax) and as a further gesture of good will, we have also issued a month service credit of *** (before tax) to their account
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused the *** and hope they will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we had a contract for service which them didn't,t provide and I,be been calling them since August telling them I had no service I did trouble shooting times where nothing worked each time I was one the phone with them I don't have time to be doing this or do I expect times and refused to sent anyone to help I had *** in my home in *** for ever ***
Final Business Response /* (4000, 10, 2016/02/23) */
Thank you for forwarding ***'s rebuttal to our attentionIn response, the following is available for review
Xplornet's records do not reflect that the ***' connection was unusable during their time with our serviceThe concerns reported related to intermittent issues when browsing to specific sites which required additional troubleshooting to diagnoseUnfortunately, where the *** did not have access to a device that met Xplornet's system requirements our technicians were unable to complete necessary troubleshooting which required that the *** bypass their router to establish a direct connection to the modem
To this end, as we explained in our original response, we reached an agreement with the *** to place their account on a no-charge suspension until they returned to the location in the spring with a supported device to complete further troubleshooting and if necessary, Xplornet would issue a work order under warranty to complete repairs to their rental hardwareRegrettably, this arrangement did not come to fruition as the *** contacted us to finalize their account on December 28th
and subsequently completed payment reversals for previously service charges
That being said, we understand this matter has been a source of frustration for *** and in good faith, Xplornet has waived the remainder of the early cancellation fee billed to their account as a gesture of good willThis places the total credit we have applied to the ***' account at $*** (taxes in)
In closing, Xplornet would again wish to extend our regrets to *** for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/09/07) */
Thank you for forwarding the information provided by [redacted] to our attentionFor reasons of Privacy, Xplornet is unable to disclose any information pertaining to the other accounts [redacted] references in his complaint
A review of the
account history was completed in order to address the concerns outlined in his complaint to the Revdex.comOur records reflect that [redacted] is located in a remote area that is only accessible by ferry, requires additional time for travel and labor to make arrangements to service the location
Xplornet contracts third party installers to service and install services in rural locations throughout Canada and covers up to km round trip to and from our customer's location for each site visit Our independent third party installer has advised that additional charges for mileage, time, and accommodations would be required in order to travel to the remote area where [redacted] livesIn discussion with the third party installer, they have confirmed they are able to attend [redacted]'s locationAt this time, where the charges discussed would be billed between the third party contractor and the customer, we would advise [redacted] to reach out to the dealership directly in order to co-ordinate a trip to the area and to discuss potential costs involved
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns as outlined in his complaint to the Revdex.com
Sincerely,
Xplornet Communication
?
Xplornet has applied an additional month credit which will appear alongside the month credit applied on December 5th, Due to the invoice for December already being sent on the 2nd of December the credit applied on the 5th did not appearBoth the month credit applied today and the month applied on the 5th of December will appear on the January invoice totaling $237.00, not including the credits on the December invoice for $and $In total this would amount to $due to the issues experienced
Xplornet is terribly sorry that this issue affecting your service has occurred and understands the frustrations that are due in part to thisIf the uninterrupted services go offline once again we recommend to contact our customer care at *** to go over the recommended steps with regards to this investigation
Warmest regards,
*** ***
Customer Response CoordinatorXplornet Communications Inc
?
Initial Business Response /* (1000, 5, 2016/11/14) */
Thank you for forwarding the information provided by [redacted] to our attentionAfter receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history and have extend our apologies for the difficulties she
experienced with our services
Based on our review, Xplornet has waived the service commitment associated with [redacted]'s account and she will not be held responsible for an early cancellation feeXplornet has also agreed to refund all payments ($[redacted] tax incld.) made by [redacted] which will be completed once the recovery of her rental hardware is confirmed
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company response was what I was looking forI consider the matter amicably closed
Initial Business Response /* (1000, 5, **16/11/22) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of his complaint, review of the account was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com
Our technicians
reviewed [redacted] system and determined that the values on his High Throughput Jupiter service were within the expected parameters of the serviceIn previous discussions with [redacted], Xplornet has acknowledged that the satellite that he connects to does experience some degradation in speed in times of high utilization due to the nature of the shared serviceA recurring credit of $**/month has been applied to the account in acknowledgement of these issues
While there is no immediate solution to the concerns that [redacted] has addressed, Xplornet will be launching two new satellites starting in to provide additional capacity and bandwith to rural customersIn the interim, should [redacted] decide to cancel his account, there would be no termination fees of penalties to cancel his accountWe would just ask that [redacted] contact our care center at [redacted] at his earliest convenience in order to process such a request
In closing, on behalf of Xplornet, I would like to thank [redacted] for his continued loyalty as an Xplornet customer and apologize for any inconvenience or hardship that this matter may have caused
Initial Business Response /* (1000, 5, 2017/01/13) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns he's raised with his service experienceBased on our review, we recognize [redacted] has been a longstanding customer and regret the difficulties he's reported experiencing with the service and the cancellation of his account
Xplornet has reversed the hardware charges billed to [redacted]'s account which will be refunded along with the $[redacted] prorated service credit applied following his cancellationFurther to this, as a gesture of good faith we have also issued a retroactive month $** service discount ($[redacted] before tax) which will also be refunded back to [redacted]'s credit card[redacted] should expect to receive his refund within the next 5-business days
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience while we investigated his complaintWe hope he will find our response to represent an acceptable resolution and would further like to thank him for his time as a valued customer
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response to this situation
I am awaiting confirmation on the credit card for refunds as noted
This could have been handled so much better than it was considering all the facts here
To be clear specifically about cancellation issues - email did not work ; calling did not work ; finally I had to call and call and call to cancel
The use of third party installers and issues surrounding this has compounded the issues here specific to the "equipment" issuesDon't even get me started on the bungled and unsafe first install
Please note if the refunds as noted are not received promptly I will re-open this complaint and escalate it further - including CRTC and Competition Bureau
[redacted]
[redacted]’sservice issues are unfortunately due in part to an ongoing investigation into their network to ascertain the cause of these service issuesThis issue has been intermittently occurring since November and has been investigated and continues to beCurrently Xplornet has offset costs
for [redacted]’s service since this issue was knownXplornet has credited [redacted]? a total of for costs of service not providedUnfortunately due to these issues we cannot provide an estimated time of resolution due to the investigation being ongoingFor the months of service issues Xplornet has credited for months’ worth of service thus far and will continue to compensate for the loss of service as the investigation unfolds
Unfortunately the service issues [redacted] is experiencing is not something I can resolve until the investigation has been completed and will continue to credit for the issues
Initial Business Response /* (1000, 7, 2016/12/16) */
Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account to
assess the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionBased on our review, we have identified that the network she connect to for service does experience periods of heavy usage which can have an impact on her connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved
In the interim, while we continue to work towards addressing the issue, Xplornet has increased the month service discount [redacted] is receiving from $** to $** and she maintains the option to downgrade to a lower tiered plan if she is not satisfied with the speeds she is receiving on her 25Mbps service packageWith that said, if she remains unsatisfied with her service experience Xplornet will agree to waive her contract commitment and will not seek an early cancellation fee if he decides to end her services
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work toward improvements to the network
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 9, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, I appreciate the responseUnfortunately, this doesn't solve the issue"Slowdowns" are one thing, but loss of connection on a regular basis is anotherWhile I completely understand that there was no guarantee of a certain speed in the contract, having kbps several times a day is simply not providing the service at all
Xplornet is fully aware that the towers are overloaded in my area - as they have clearly stated in their response - and yet continue to add clients, which hinders the service even moreI assume that they are also aware that they are the only internet provider in my area, which is why they continue to add clients, they have a monopoly in this areaI can't work without the internet so cancelling the service is not an optionSwitching my account to a slower speed will only slow my service even more (lowering my CINRand CINRnumbers to Mbps rather than Mbps), which would only make things worse I appreciate the additional discount, but this isn't about money - I simply want "fast and reliable high-speed internet" as is stated on the home page of Xplornet's websiteAlso on their website under Why Choose Xplornet: "fast speeds to stream video and play online games" - this is what I thought I was getting
I do not want the Revdex.com to close this complain as "satisfied" because I am notHowever, there is obviously no resolution to this issue until Xplornet expands their network bandwidthWill the EchoStar XIX satellite improve my service in 2017? If so, does Xplornet have an idea of when I could expect better speeds?
Thank you
[redacted]
Final Business Response /* (4000, 16, 2016/12/28) */
Thank you for forwarding the response provided by [redacted]
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account to assess the difficulties she's reported with her connection speedsWe again would like to extend our apologies for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionOur records show that while her signal is sufficient to support the package that she subscribes to, the network that she connects to does experience periods of high utilization which can cause subscribers to note degradation in 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 [redacted]'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customers That being said, degradation in connection speeds should not cause [redacted] to lose connection completely and if she is losing service and unable to connect we would ask that she calls us to troubleshoot at her earliest convenienceWe are available 24/to best assist at [redacted]
Xplornet would also like to acknowledge the concerns that [redacted] has raised in regards to downgrading her service packageThe CINRand CINRnumbers represent the signal strength that the subscriber module is obtaining from the tower that [redacted] connects toThese figures are not tied to the package and would not be impacted should [redacted] choose to downgrade her service package to the LTE-plan
In closing, on behalf of Xplornet, I would like to thank [redacted] for bringing this matter to our attention and apologize for any inconvenience or hardship that these matters have caused
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2015/11/26) */
[redacted]
In receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns she's raised relating to her [redacted] package upgrade and the subsequent usage charges she has been billedBased on our assessment, we have identified that [redacted] was provided details relating to the upgrade options available on her platform, including information on the overage charges applicable to our usage based billing plans prior to contacting our Care Centre to proceed with her package change
All customers on usage based service plans are provided with access to a usage tracker through the customer portal available at myxplornet.com to monitor their monthly bandwidth consumption and Xplornet provides e-mail notifications to ensure they are informed as they approach (80%) and reach their bandwidth allowance (100%)The notification for customers on usage based billing plans also identifies that further bandwidth use will result in additional chargesOur records note that all appropriate notifications were sent to [redacted] at the updated email address she created at the time of her package upgrade and we only received notice of her billing concerns as of [redacted]
To this end, pursuant to Xplornet's Terms of Service (Section Payments), all service charges are considered valid unless disputed within days of the billing date and adjustments are not made for charges older than daysBased on this, in speaking with [redacted] about her concerns, Xplornet agreed to provide a $** credit, which offset the overage charges she was billed on her [redacted] in good faith but were unable to offer additional credit for previous usage charges she had incurred
Having said this, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet is has applied an additional credit of $[redacted] to offset 50% of the usage charges she was billed on her [redacted] invoicesThis brings the total usage credits we have provided [redacted] to $[redacted], or 60% of the total usage charges ($[redacted]) she incurred following her package upgradeXplornet would also note that [redacted] was not billed for two packages; following her package upgrade, her service charges were prorated for the remainder of [redacted] at her new monthly rate with an adjustment being applied to her[redacted]t invoice
In closing, Xplornet would like to extend our regrets to [redacted] for any inconvenience that this matter has caused and hope she will find this to represent an acceptable response to resolve her complaint
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
yes I do accept but just so they know,as I have told different reps,I could not get into the usage tracker.I have set this up through a different email address so I can actually view my account.Thank you