Initial Business Response /* (1000, 5, 2017/10/25) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of their complaint, Xplornet completed a review of the [redacted]' account history
and would like to extend its regrets for the difficulties they have reported with their service experienceIn good faith, Xplornet will not seek to hold the [redacted] to the contract renewal they entered into at the time of their service conversion and in the event they decide to move forward with the cancellation of their account, they will not be responsible for an early cancellation penalty
In closing, we would further wish to extend our apologies to the [redacted] for any inconvenience this matter caused and hope they will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We regret that it took filing a complaint with the Revdex.com to get Xplornet to fully understand where we were coming from as consumers but appreciate that they were finally able to see our side We also appreciate that they agreed to not hold us to our contract and are grateful for this resolution
Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet complete a review of [redacted]'s account based on
the concerns she has raised relating to her service charges following an upgrade she completed on [redacted] to increase the monthly bandwidth allowance of her service packageFirst, we would like to extend our apologies for any inconvenience this matter has caused, along with our regrets for any misunderstanding that arose following the receipt of her November service invoice
To provide the best service experience for our customers, when a package upgrade is requested we are able to complete the adjustment on the same day however, if the upgrade occurs in the middle of a bill cycle period, the prorated charges associated with the package change are applied to the following months invoiceUnfortunately, in this case it does not appear that this was adequately explained to [redacted] prior to her next invoice being issued and she was not able to make arrangements to facilitate payment for the adjusted amount once it was received
In light of this, a representative from Xplornet's Loyalty team spoke with [redacted] along with her [redacted] in the interest of identifying a mutually acceptable arrangement that would allow her to maintain her package upgrade at a reduced monthly rateTo this end, as a gesture of good faith, we have reached an agreement to apply a recurring monthly discount of $** to match her original package pricing ([redacted] and she will retain her increased bandwidth allowance
In closing, we would again wish to extend our apologies to [redacted] for her inconvenience and thank her for her patience as we worked to identify a solution to address her billing concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/10/23) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com
Our records
reflect that [redacted] was upgraded to our new satellite services in June After the conversion was completed, Xplornet did not speak with [redacted] until September 20, 2017, where she addressed some concerns she had with speed in the eveningsAs the satellite is a shared service, connecting thousands of Canadians to high speed internet throughout rural Canada, [redacted] was advised that she may see periods of degradation when there is higher utilization levels on the service
In acknowledgement of the concerns that [redacted] has raised in her complaint, Xplornet would agree to apply a credit to the account in the amount of $[redacted]+ tax that would have been charged to her as a one-time activation fee for the new satelliteThe additional charges that [redacted] refers to in her complaint were not charged by Xplornet but by a third party contractorXplornet covers a standard installation but if the third party contractor is required to go above and beyond they may charge for additional hardware, labor, mileage,etc
Xplornet would like to express its apologies to [redacted] for the experience that she has reported since converting to the new satellite serviceReview of the rental equipment installed at her location shows that the signal is meeting requirements for the service package that [redacted] subscribes toHowever, should [redacted] remain unsatisfied with the new satellite service, Xplornet would agree to waive her contract obligation and allow her to cancel with no penalty
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 Consumer Rebuttal /* (2000, 7, 2017/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/07/29) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet competed a review of ***'s account in light of
the concerns he's raised relating to the recent conversion of his service to our LTE Fixed Wireless networkBased on our review of the call recording associated with his March 6, conversion request we have confirmed that *** verbally agreed to accept a year contract renewal in exchange for a reduced $** upgrade fee to convert to our LTE platform
With that being said, we understand *** has made a considerable investment to establish service on our LTE network and as a sign of good faith we are prepared to offer a one-time credit to his account for the $** upgrade fee that was associated with his conversionThe credit has been applied to his account and will be visible on his next month's invoice
In closing, we would again wish to extend our regrets 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 /* (3000, 8, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello!
I appreciate the effort the Revdex.com has gone through in this continued issue with Xplornet
Despite what has been said here, there is no sign of a credit on my most recent invoice I was sent after the July 29th reply
Nor is there any sign of a credit on the web site when I check
Xplornet called my home yesterday and told me if I do not pay the full amount (including what they claim was credited); that my service will be suspended in days
I also received an email to this effect today
We would still appreciate some kind of discount for this continued aggravation, but at this point, we would very much like Xplornet to issue a proper invoice and not issue *** to pay within days
There are zero issues, setting up a payment via bank payment as usual (Which can take upwards of days to process!) once we have been issued a proper invoice and given a chance to pay
If preferable to Xplornet, they may do this on the August Invoice, which will be issued in several weeks and the full amount owed (with the applied credit) will be paid
Thank you,
***
Final Business Response /* (4000, 10, 2016/08/15) */
Thank you for forwarding the updated response submitted by *** to our attention
As we noted in our previous response the $** credit we've provided as compensation for ***'s LTE upgrade fee was not able to be applied to his existing service invoice and will be reflected on his next month's bill
Xplornet is prepared to extend ***'s payment deadline to his next month's scheduled due date of September 12, as a gesture of good faith and have notified our billing department to refrain from contacting him further regarding his past due balanceHowever, we would note that where we have not received a payment from *** since May '16, if he does not facilitate a payment by his next scheduled due date he will run the risk of having his services suspended until a payment is made
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and hope *** will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (2000, 12, 2016/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This will work for me, even if Xplornet has done very little for the constant issues
Initial Business Response /* (1000, 5, 2017/08/10) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.comOur records show that
MrLetel contacted Xplornet to discuss concerns he had with his service experience in January Due to delays with the work order process, a technician was not dispatched as the signal was meeting standards for the service package that [redacted] subscribed to in February
[redacted] later contacted Xplornet in March to have the work order serviced as they were still experiencing degradation with their Xplornet serviceA technician was dispatched April 13, 2017, to realign the antenna installed at their locationTwo days later on April 15, 2017, [redacted] contacted Xplornet to cancel the services stating that it had not been repaired and no one had been to siteAs our records reflected that a site visit had been completed and the signal readings on the rental hardware were within the requirements for the service package that [redacted] subscribed to, we advised that there would be cancellation fees if they chose to cancel
That being said, in the interest of resolving [redacted]'s complaint and due to the difficulties he experienced while awaiting a service call, Xplornet would be willing to waive the termination fees associated with the cancellation of his accountA credit of $[redacted]+taxes has been applied to the account to off-set the balance outstanding
If [redacted] has any questions, comments, or concerns, we are available 24/7/at [redacted] to best assist himOn behalf of Xplornet I would like to thank [redacted] for his patience and understanding while reviewing this matter and hope he finds the matter to be resolved
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (**00, 5, 2016/01/22) */
Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review
After receiving notice of their complaint, Xplornet completed a review of the [redacted]s'
account history to investigate the difficulties they've reported with their connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank them for bringing their concerns to our attentionBased on our review, we have identified that the network they connect to for service does experience periods of high usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in their areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is monitoring the issue and we can assure the [redacted]s that we are doing everything within our control to resolve this matter
At this time Xplornet does not have a specific time frame for when this issue will be rectified and regret that this matter has been a source of frustration for the [redacted]sIn the interim, while we continue to work towards addressing the issue, Xplornet has placed an additional week credit on their account along with a recurring $** service discount for the next months, both of which will be visible on their next invoice and we will continue to provide them with updates as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to the [redacted]s 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 endeavor to make improvements to the network
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet's response is satisfactory, provided that they follow through with their promise to work toward providing good service
We will accept the discount offered as a temporary means of compensation for the lack of service, in hopes that we will eventually receive the service we expected
It is unfortunate that we have to get Revdex.com involved in order to get a serious response, but having tried numerous times to get Xplornet to take us seriously, we felt this was the only way [redacted]
Xplornet extends its apologies for the issues that remain unresolved for? [redacted]
Given the circumstances surrounding this complaint and the charges for hardware, Xplornet has waived all costs associated with the equipment
Xplornet has also sent a request to its Billing Operations
department to send a new and updated invoice to [redacted] to reflect the updated balance with no charge for equipment
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet Communications Inc
Initial Business Response /* (1000, 10, **16/04/14) */
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 through the Telesat KASatellite network on our Share package, providing speeds up to 5Mbps download and up to Mbps upload with a 40GB monthly bandwidth allowanceA senior technician has completed an assessment of ***'s 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 the network's 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 be launched later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have placed a month $** discount on ***'s account which will be visible on his next month's invoice and we will 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 Business Response /* (1000, 5, 2016/05/27) */
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 and in the
interest of reaching a resolution, we have reversed the $[redacted] early cancellation charge billed to her account
In closing, we hope that by meeting her desired resolution [redacted] will find this to represent an acceptable response and extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 10, 2017/06/05) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account and
in revisiting our earlier decision; we have agreed to waive the remainder of the early cancellation fees billed to her accountA credit of $[redacted] (before tax) has been applied to [redacted]'s account to offset her early cancellation fee, in full
In closing, we would like to thank [redacted] for her patience as we reviewed her complaint and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept as it was the end result I was looking forThank you for helping me look after this matter Revdex.com
Initial Business Response /* (1000, 8, 2017/10/11) */
Thank you for bringing [redacted]'s complaint to our attentionWe certainly regret the concerns that he's reported with his service experience and would like to provide an informed response however in reviewing our account records we have
been unable to identify a subscriber account corresponding to the name, address, phone number or email provided in the contact details of his complaint
If [redacted] is able to provide updated contact information that corresponds to his account or preferably his Xplornet account number we would appreciate the opportunity to look into his concerns further
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 10, 2017/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company requested account detailsPlease note that the account is held by my motherI am listed as one of the delegated respondents for this account, I also live at this address and pay part of the bill monthly
Account information as follows:
[redacted]
Final Business Response /* (4000, 12, 2017/10/17) */
Thank you for forwarding the information provided by [redacted]
Xplornet apologizes for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his LTE fixed wireless serviceUpon receipt of [redacted]'s complaint to the Revdex.com, review of the account was completed to address his concerns
Technical specialists have reviewed [redacted]'s connection and have determined that the signal requirements are meeting the minimum requirements for the package that he subscribes toThat being said, Xplornet acknowledges that the network that [redacted] connects to does experience periods of higher utilization on the network which may result in a degraded service experience
In acknowledgment of the concerns that [redacted] has expressed, Xplornet is prepared to offer him a $**/month discount for the next months towards his invoicesWhile no upgrade dates for the network [redacted] currently subscribes to have been scheduled, Xplornet is also working to manage and maintain our networks to provide a positive service experienceShould [redacted] remains dissatisfied with his Xplornet service, he may cancel with no penalty as he is currently no longer on contract
For any further questions, comments, or concerns, we would direct [redacted] to reach out to Xplornet as [redacted] where we are available 24/7/to best assist our customers
Sincerely,
Xplornet Communications
Thank you for forwarding the information provided by [redacted]
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his fixed wireless serviceUpon receipt of [redacted]’s complaint, a thorough
review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the rental hardware installed at [redacted]’s location shows that the requirements for the service package he subscribes to are being met and that the hardware is in good working conditionThat being said, Xplornet acknowledges that during periods of higher utilization on the network, [redacted] may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in [redacted]’s area, Xplornet has proposed upgrades to the tower he connects to but do not have projected dates for completion at this timeIn the interim, until the service experience has improved on the network that [redacted] connects to, Xplornet is prepared to offer him a $20/month discount until the issues have been resolved
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 8, 2016/04/04) */
[redacted]
Thank you for forwarding [redacted]'s concerns to us
Xplornet has been unable to establish contact with [redacted] thus far
Multiple attempts have been made by telephone without a return call
Xplornet has taken the steps necessary to ensure no additional payments will be taken over the next couple weeks, which should allow for ample time to address the situation, however no returned call to Xplornet Communications has been made by [redacted] from the voicemails that have been left for her
On behalf of Xplornet, I would like to extend our sincere regrets for the inconvenience this matter has caused and would like to thank [redacted] for the opportunity to have her as a customer and urge her to please contact Xplornet Communications Incto address this situation
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided from [redacted] to our attention
Upon receipt of her complaint, review of the account history was completed to address the concerns that [redacted] has raised in her complaint to the Revdex.com
Xplornet was contacted by [redacted] on April 12, 2016, to discuss obtaining services at her new homeWhile on the phone with our sales representative, it was discussed that it would be a year term on our Fixed Wireless LTE service that was available in her areaThe contract was not disputed at this timeUpon contacting Xplornet in October to cancel her account, [redacted] was advised that there would be termination fees of $**/month for each existing month remaining on her contract should she decide to cancel the account before the term was upIn discussion with one of our representatives we advised her that the termination fees would amount to $[redacted] should she choose to terminateUnfortunately we had advised of the wrong amount as, due to the fact that she was on a year term, rather than a year agreement, and her termination fees would have capped out at $[redacted] before applicable taxes
Due to the miscommunication, and in the interest of resolving [redacted]'s complaint and providing quality service experience, Xplornet is willing to honor the original amount that was quoted to her in regards to the termination fees[redacted]'s Xplornet account is scheduled to be cancelled on October 20, 2016, and we have agreed to charge her $[redacted] + taxes for the cancellation fees instead of the aforementioned $[redacted] + taxesIn discussion with [redacted] she has acknowledged the efforts that Xplornet has made to resolve her complaint and has confirmed that she considers the matter to be resolved
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank her for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
[redacted]
Customer Care Response Coordinator
Xplornet Communications Inc
TFN: [redacted]
Initial Business Response /* (1000, 5, 2015/10/30) */
Thank you for forwarding [redacted] concerns to our attention In response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of [redacted] account and identified that his
refund had not yet been issued due to an oversight on our part following the recovery of his rental hardwareWe recognize that this caused [redacted] refund to be delayed and extend our apologies for any inconvenience this may have caused
Once we became aware of the issue, [redacted] refund was completed and we have confirmed through our Billing department that the $[redacted] he was owed was refunded to his[redacted] on [redacted]
In closing, Xplornet would again wish to extend our apologies to [redacted] for our oversight, along with the resulting delay to his refund and hope he will find our response to represent an acceptable resolution
[redacted]
Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for forwarding the information provided by [redacted] in his complaintWe have reviewed the concerns raised and the following is available for review
Following the receipt of his complaint, Xplornet completed a review of
[redacted]'s account history in light of the concerns he's raised regarding his recent service upgrade and the early cancellation fee billed subsequent to the cancellation of his Xplornet accountBased on our review, we've identified that [redacted] signed up for service on Xplornet's Xtremelimited state package on a year contract; providing downloading speeds up to 5.0Mbps, upload speeds up to 1.0Mbps, a 100GB monthly bandwidth allowance, at special discounted promotional rate of [redacted]) per month
Our records document that following his installation [redacted] completed the activation of his account through Xplornet's Customer Activity Centre on [redacted], at which time he confirmed and acknowledged his acceptance of all account information and payment details, along with his acceptance to Xplornet Terms of Service, including Section 11, Early CancellationTo this end, Xplornet will not be able to waive [redacted]'s early cancellation fee where he has chosen to finalize his agreement prior to the completion of his service term
In response to his concerns regarding his recent service upgrade, [redacted] first contacted Xplornet to discuss upgrading his service package on [redacted] at which time an agent noted his signal would not support an upgrade to our 10Mbps plansThe decision to increase [redacted]'s service package was made when he contacted us on [redacted], following a service outage to advise he'd received a promotion from a competitor who was offering a larger monthly bandwidth allowance on a similar 5Mbps service plan
Where Xplornet did not offer a higher monthly bandwidth allowance on our 5Mbps plans, recognizing it had been explained to [redacted] that he would not be able to attain the 10Mbps speeds, in good faith the agent agreed to make an exception in the interest of increasing his monthly bandwidth allowance from 100GB to the 250GB available on the higher package ([redacted]) Based on his usage report, [redacted] did receive a notable benefit from the increase and called in less than a week later, on [redacted] to have his package upgraded again, increasing his monthly bandwidth allowance from 250GB to 500GB ([redacted])
Having said this, Xplornet recognizes [redacted] should not have been permitted to upgrade his service package where his signal did not meet the performance requirements for our 10Mbps plansTo this end, Xplornet has agreed to provide a service credit to [redacted]'s account to offset the price difference between his upgraded package and his original 5Mbps plan which has been applied against his early cancellation fee and will be reflected on his final service invoice
In closing, Xplornet would like to extend our regrets to [redacted] for any difficulties he's experienced while working to have this matter resolved through our Care Centre and apologize for any inconvenience it may have caused him We hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was dealt with rudley and was advised by xplorenet that I can receive a meg download and that is why I upgraded.I beleive that was their mistake and forcweeks my internet was running at speeds of meg to meg tops I deserve a credit for that week peiod .they are at fault not me
Final Business Response /* (4000, 9, 2015/09/01) */
Thank you for forwarding the updated response provided by [redacted]
Xplornet acknowledged in our original response that despite the clear usage benefit [redacted] received from his package upgrade, he should not have been permitted to complete a package change for increased usage on our 10Mbps plan where his signal strength did not meet the package requirementsIn light of this, Xplornet credited [redacted]'s account for the pricing difference; the credits were applied against his early cancellation fee and are reflected on his final invoice
To his speed concerns, Xplornet has no record of [redacted] reporting any issues with his service speeds following the upgrade, prior to his decision to proceed with the early cancellation of his accountOur records note we inquired with [redacted] about his speeds on [redacted] when he contacted us following his initial package upgrade on [redacted] to request a further increase to his bandwidth allowance, from 250GB to 500GBAt that time, [redacted] advised us that his speeds were good and at his request, we agreed to increase his bandwidth allowance
In closing, Xplornet would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and in crediting his account for the pricing difference we hope he will find this to represent an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/08/25) */
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] account history in
light of the concerns she's raised relating to her service experience and the cancellation of her accountBased on our review, Xplornet worked with the [redacted]s to identify a service package on our KASatellite network that would accommodate their needs after it was confirmed that their location would not be able to attain signal on our alternate satellite networksAn arrangement was eventually reached with [redacted] and Xplornet agreed to extend her day money back guarantee to June 1st
While Xplornet acknowledges that we received an online request for contact from [redacted] on May 27th regarding the cancellation of her account; her cancellation could not be completed without speaking with her and Xplornet made multiple unsuccessful attempts to reach her through the contact information she provided in order to confirm her requestWith respect to the position held by [redacted] in her complaint; that the service was unplugged and had not been in use since mid-May, her system's usage records reflect that the service remained in consistent use up to early July, which coincided with her July 5th call to our Care Centre requesting the cancellation of her account
To this end, where [redacted] did not contact us back to complete the cancellation of her account prior to June 1st and her system remained in use she would not qualify for a full refund under our money back guarantee policyWith that said, in good faith Xplornet has agreed to waive the early cancellation fee billed to [redacted]'s account and in addition to the remaining $[redacted] in pro-rated service credit we have also applied a month credit of $[redacted] which will be refunded to [redacted] following the recovery of her rental hardware
In closing, we hope [redacted] will find this to represent an acceptable compromise to resolve her complaint and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but I am extremely disappointed with the [redacted] that the company xplornet communications Inchas put us through[redacted]
Thank you for the Revdex.com for helping to resolve this issue
Initial Business Response /* (1000, 5, 2016/01/14) */
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 stemming from
the concerns she has raised regarding her service agreement and the early cancellation fee associated with an early termination of her accountBased on our review, in light of the hardship and service concerns reported by [redacted], Xplornet will agree to meet her desired resolution
We have placed a note on [redacted]'s account to reflect that in the event that she decides to proceed with the cancellation of her Xplornet services she will not be billed an early cancellation fee and Xplornet will not seek to hold her to her original service commitment To this end, based on our response if [redacted] would like to proceed with the finalization of her account she can do so by contacting our Care Centre directly [redacted] or by following up on our response to confirm her decision
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and in agreeing to meet her desired resolution, we hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called today to confirm the cancellation so I have accepted their responseThank-you for your assistance in resolving this matter, it is greatly appreciated
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of their concerns, Xplornet completed a review of the [redacted]' account history in light
of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the [redacted]' signal strength that required a work order to address
The work order was recently completed in an effort to restore the [redacted]' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements
To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the [redacted]' account as a show of good faith
In closing, we hope the [redacted] will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed path forward is realisticWe hope Xplornet will keep their promises
We are not able to pay an amount of four hundred dollars for the cancellation of the service ,,,, we are on fix income and all our dollars are accounted for,,, we would like the Xplornet company to reconsider their cancellation fee which are enormous for us ,,,, if you could make them understand
that a better amount would be considered an ok between us and themwe need your help to resolve this situation?
Initial Business Response /* (1000, 5, 2017/10/25) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of their complaint, Xplornet completed a review of the [redacted]' account history
and would like to extend its regrets for the difficulties they have reported with their service experienceIn good faith, Xplornet will not seek to hold the [redacted] to the contract renewal they entered into at the time of their service conversion and in the event they decide to move forward with the cancellation of their account, they will not be responsible for an early cancellation penalty
In closing, we would further wish to extend our apologies to the [redacted] for any inconvenience this matter caused and hope they will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We regret that it took filing a complaint with the Revdex.com to get Xplornet to fully understand where we were coming from as consumers but appreciate that they were finally able to see our side We also appreciate that they agreed to not hold us to our contract and are grateful for this resolution
Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet complete a review of [redacted]'s account based on
the concerns she has raised relating to her service charges following an upgrade she completed on [redacted] to increase the monthly bandwidth allowance of her service packageFirst, we would like to extend our apologies for any inconvenience this matter has caused, along with our regrets for any misunderstanding that arose following the receipt of her November service invoice
To provide the best service experience for our customers, when a package upgrade is requested we are able to complete the adjustment on the same day however, if the upgrade occurs in the middle of a bill cycle period, the prorated charges associated with the package change are applied to the following months invoiceUnfortunately, in this case it does not appear that this was adequately explained to [redacted] prior to her next invoice being issued and she was not able to make arrangements to facilitate payment for the adjusted amount once it was received
In light of this, a representative from Xplornet's Loyalty team spoke with [redacted] along with her [redacted] in the interest of identifying a mutually acceptable arrangement that would allow her to maintain her package upgrade at a reduced monthly rateTo this end, as a gesture of good faith, we have reached an agreement to apply a recurring monthly discount of $** to match her original package pricing ([redacted] and she will retain her increased bandwidth allowance
In closing, we would again wish to extend our apologies to [redacted] for her inconvenience and thank her for her patience as we worked to identify a solution to address her billing concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2017/10/23) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com
Our records
reflect that [redacted] was upgraded to our new satellite services in June After the conversion was completed, Xplornet did not speak with [redacted] until September 20, 2017, where she addressed some concerns she had with speed in the eveningsAs the satellite is a shared service, connecting thousands of Canadians to high speed internet throughout rural Canada, [redacted] was advised that she may see periods of degradation when there is higher utilization levels on the service
In acknowledgement of the concerns that [redacted] has raised in her complaint, Xplornet would agree to apply a credit to the account in the amount of $[redacted]+ tax that would have been charged to her as a one-time activation fee for the new satelliteThe additional charges that [redacted] refers to in her complaint were not charged by Xplornet but by a third party contractorXplornet covers a standard installation but if the third party contractor is required to go above and beyond they may charge for additional hardware, labor, mileage,etc
Xplornet would like to express its apologies to [redacted] for the experience that she has reported since converting to the new satellite serviceReview of the rental equipment installed at her location shows that the signal is meeting requirements for the service package that [redacted] subscribes toHowever, should [redacted] remain unsatisfied with the new satellite service, Xplornet would agree to waive her contract obligation and allow her to cancel with no penalty
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 Consumer Rebuttal /* (2000, 7, 2017/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/07/29) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet competed a review of ***'s account in light of
the concerns he's raised relating to the recent conversion of his service to our LTE Fixed Wireless networkBased on our review of the call recording associated with his March 6, conversion request we have confirmed that *** verbally agreed to accept a year contract renewal in exchange for a reduced $** upgrade fee to convert to our LTE platform
With that being said, we understand *** has made a considerable investment to establish service on our LTE network and as a sign of good faith we are prepared to offer a one-time credit to his account for the $** upgrade fee that was associated with his conversionThe credit has been applied to his account and will be visible on his next month's invoice
In closing, we would again wish to extend our regrets 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 /* (3000, 8, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello!
I appreciate the effort the Revdex.com has gone through in this continued issue with Xplornet
Despite what has been said here, there is no sign of a credit on my most recent invoice I was sent after the July 29th reply
Nor is there any sign of a credit on the web site when I check
Xplornet called my home yesterday and told me if I do not pay the full amount (including what they claim was credited); that my service will be suspended in days
I also received an email to this effect today
We would still appreciate some kind of discount for this continued aggravation, but at this point, we would very much like Xplornet to issue a proper invoice and not issue *** to pay within days
There are zero issues, setting up a payment via bank payment as usual (Which can take upwards of days to process!) once we have been issued a proper invoice and given a chance to pay
If preferable to Xplornet, they may do this on the August Invoice, which will be issued in several weeks and the full amount owed (with the applied credit) will be paid
Thank you,
***
Final Business Response /* (4000, 10, 2016/08/15) */
Thank you for forwarding the updated response submitted by *** to our attention
As we noted in our previous response the $** credit we've provided as compensation for ***'s LTE upgrade fee was not able to be applied to his existing service invoice and will be reflected on his next month's bill
Xplornet is prepared to extend ***'s payment deadline to his next month's scheduled due date of September 12, as a gesture of good faith and have notified our billing department to refrain from contacting him further regarding his past due balanceHowever, we would note that where we have not received a payment from *** since May '16, if he does not facilitate a payment by his next scheduled due date he will run the risk of having his services suspended until a payment is made
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and hope *** will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (2000, 12, 2016/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This will work for me, even if Xplornet has done very little for the constant issues
Initial Business Response /* (1000, 5, 2017/08/10) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.comOur records show that
MrLetel contacted Xplornet to discuss concerns he had with his service experience in January Due to delays with the work order process, a technician was not dispatched as the signal was meeting standards for the service package that [redacted] subscribed to in February
[redacted] later contacted Xplornet in March to have the work order serviced as they were still experiencing degradation with their Xplornet serviceA technician was dispatched April 13, 2017, to realign the antenna installed at their locationTwo days later on April 15, 2017, [redacted] contacted Xplornet to cancel the services stating that it had not been repaired and no one had been to siteAs our records reflected that a site visit had been completed and the signal readings on the rental hardware were within the requirements for the service package that [redacted] subscribed to, we advised that there would be cancellation fees if they chose to cancel
That being said, in the interest of resolving [redacted]'s complaint and due to the difficulties he experienced while awaiting a service call, Xplornet would be willing to waive the termination fees associated with the cancellation of his accountA credit of $[redacted]+taxes has been applied to the account to off-set the balance outstanding
If [redacted] has any questions, comments, or concerns, we are available 24/7/at [redacted] to best assist himOn behalf of Xplornet I would like to thank [redacted] for his patience and understanding while reviewing this matter and hope he finds the matter to be resolved
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (**00, 5, 2016/01/22) */
Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review
After receiving notice of their complaint, Xplornet completed a review of the [redacted]s'
account history to investigate the difficulties they've reported with their connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank them for bringing their concerns to our attentionBased on our review, we have identified that the network they connect to for service does experience periods of high usage which can have an impact on connection speeds
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in their areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is monitoring the issue and we can assure the [redacted]s that we are doing everything within our control to resolve this matter
At this time Xplornet does not have a specific time frame for when this issue will be rectified and regret that this matter has been a source of frustration for the [redacted]sIn the interim, while we continue to work towards addressing the issue, Xplornet has placed an additional week credit on their account along with a recurring $** service discount for the next months, both of which will be visible on their next invoice and we will continue to provide them with updates as they are available when contacting our Care Centre
In closing, we would again wish to extend our regrets to the [redacted]s 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 endeavor to make improvements to the network
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet's response is satisfactory, provided that they follow through with their promise to work toward providing good service
We will accept the discount offered as a temporary means of compensation for the lack of service, in hopes that we will eventually receive the service we expected
It is unfortunate that we have to get Revdex.com involved in order to get a serious response, but having tried numerous times to get Xplornet to take us seriously, we felt this was the only way [redacted]
Xplornet extends its apologies for the issues that remain unresolved for? [redacted]
Given the circumstances surrounding this complaint and the charges for hardware, Xplornet has waived all costs associated with the equipment
Xplornet has also sent a request to its Billing Operations
department to send a new and updated invoice to [redacted] to reflect the updated balance with no charge for equipment
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet Communications Inc
Initial Business Response /* (1000, 10, **16/04/14) */
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 through the Telesat KASatellite network on our Share package, providing speeds up to 5Mbps download and up to Mbps upload with a 40GB monthly bandwidth allowanceA senior technician has completed an assessment of ***'s 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 the network's 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 be launched later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have placed a month $** discount on ***'s account which will be visible on his next month's invoice and we will 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 Business Response /* (1000, 5, 2016/05/27) */
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 and in the
interest of reaching a resolution, we have reversed the $[redacted] early cancellation charge billed to her account
In closing, we hope that by meeting her desired resolution [redacted] will find this to represent an acceptable response and extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 10, 2017/06/05) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account and
in revisiting our earlier decision; we have agreed to waive the remainder of the early cancellation fees billed to her accountA credit of $[redacted] (before tax) has been applied to [redacted]'s account to offset her early cancellation fee, in full
In closing, we would like to thank [redacted] for her patience as we reviewed her complaint and hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept as it was the end result I was looking forThank you for helping me look after this matter Revdex.com
Initial Business Response /* (1000, 8, 2017/10/11) */
Thank you for bringing [redacted]'s complaint to our attentionWe certainly regret the concerns that he's reported with his service experience and would like to provide an informed response however in reviewing our account records we have
been unable to identify a subscriber account corresponding to the name, address, phone number or email provided in the contact details of his complaint
If [redacted] is able to provide updated contact information that corresponds to his account or preferably his Xplornet account number we would appreciate the opportunity to look into his concerns further
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 10, 2017/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company requested account detailsPlease note that the account is held by my motherI am listed as one of the delegated respondents for this account, I also live at this address and pay part of the bill monthly
Account information as follows:
[redacted]
Final Business Response /* (4000, 12, 2017/10/17) */
Thank you for forwarding the information provided by [redacted]
Xplornet apologizes for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his LTE fixed wireless serviceUpon receipt of [redacted]'s complaint to the Revdex.com, review of the account was completed to address his concerns
Technical specialists have reviewed [redacted]'s connection and have determined that the signal requirements are meeting the minimum requirements for the package that he subscribes toThat being said, Xplornet acknowledges that the network that [redacted] connects to does experience periods of higher utilization on the network which may result in a degraded service experience
In acknowledgment of the concerns that [redacted] has expressed, Xplornet is prepared to offer him a $**/month discount for the next months towards his invoicesWhile no upgrade dates for the network [redacted] currently subscribes to have been scheduled, Xplornet is also working to manage and maintain our networks to provide a positive service experienceShould [redacted] remains dissatisfied with his Xplornet service, he may cancel with no penalty as he is currently no longer on contract
For any further questions, comments, or concerns, we would direct [redacted] to reach out to Xplornet as [redacted] where we are available 24/7/to best assist our customers
Sincerely,
Xplornet Communications
Thank you for forwarding the information provided by [redacted]
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his fixed wireless serviceUpon receipt of [redacted]’s complaint, a thorough
review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com
Review of the rental hardware installed at [redacted]’s location shows that the requirements for the service package he subscribes to are being met and that the hardware is in good working conditionThat being said, Xplornet acknowledges that during periods of higher utilization on the network, [redacted] may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in [redacted]’s area, Xplornet has proposed upgrades to the tower he connects to but do not have projected dates for completion at this timeIn the interim, until the service experience has improved on the network that [redacted] connects to, Xplornet is prepared to offer him a $20/month discount until the issues have been resolved
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 8, 2016/04/04) */
[redacted]
Thank you for forwarding [redacted]'s concerns to us
Xplornet has been unable to establish contact with [redacted] thus far
Multiple attempts have been made by telephone without a return call
Xplornet has taken the steps necessary to ensure no additional payments will be taken over the next couple weeks, which should allow for ample time to address the situation, however no returned call to Xplornet Communications has been made by [redacted] from the voicemails that have been left for her
On behalf of Xplornet, I would like to extend our sincere regrets for the inconvenience this matter has caused and would like to thank [redacted] for the opportunity to have her as a customer and urge her to please contact Xplornet Communications Incto address this situation
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided from [redacted] to our attention
Upon receipt of her complaint, review of the account history was completed to address the concerns that [redacted] has raised in her complaint to the Revdex.com
Xplornet was contacted by [redacted] on April 12, 2016, to discuss obtaining services at her new homeWhile on the phone with our sales representative, it was discussed that it would be a year term on our Fixed Wireless LTE service that was available in her areaThe contract was not disputed at this timeUpon contacting Xplornet in October to cancel her account, [redacted] was advised that there would be termination fees of $**/month for each existing month remaining on her contract should she decide to cancel the account before the term was upIn discussion with one of our representatives we advised her that the termination fees would amount to $[redacted] should she choose to terminateUnfortunately we had advised of the wrong amount as, due to the fact that she was on a year term, rather than a year agreement, and her termination fees would have capped out at $[redacted] before applicable taxes
Due to the miscommunication, and in the interest of resolving [redacted]'s complaint and providing quality service experience, Xplornet is willing to honor the original amount that was quoted to her in regards to the termination fees[redacted]'s Xplornet account is scheduled to be cancelled on October 20, 2016, and we have agreed to charge her $[redacted] + taxes for the cancellation fees instead of the aforementioned $[redacted] + taxesIn discussion with [redacted] she has acknowledged the efforts that Xplornet has made to resolve her complaint and has confirmed that she considers the matter to be resolved
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank her for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
[redacted]
Customer Care Response Coordinator
Xplornet Communications Inc
TFN: [redacted]
Initial Business Response /* (1000, 5, 2015/10/30) */
Thank you for forwarding [redacted] concerns to our attention In response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of [redacted] account and identified that his
refund had not yet been issued due to an oversight on our part following the recovery of his rental hardwareWe recognize that this caused [redacted] refund to be delayed and extend our apologies for any inconvenience this may have caused
Once we became aware of the issue, [redacted] refund was completed and we have confirmed through our Billing department that the $[redacted] he was owed was refunded to his[redacted] on [redacted]
In closing, Xplornet would again wish to extend our apologies to [redacted] for our oversight, along with the resulting delay to his refund and hope he will find our response to represent an acceptable resolution
[redacted]
Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for forwarding the information provided by [redacted] in his complaintWe have reviewed the concerns raised and the following is available for review
Following the receipt of his complaint, Xplornet completed a review of
[redacted]'s account history in light of the concerns he's raised regarding his recent service upgrade and the early cancellation fee billed subsequent to the cancellation of his Xplornet accountBased on our review, we've identified that [redacted] signed up for service on Xplornet's Xtremelimited state package on a year contract; providing downloading speeds up to 5.0Mbps, upload speeds up to 1.0Mbps, a 100GB monthly bandwidth allowance, at special discounted promotional rate of [redacted]) per month
Our records document that following his installation [redacted] completed the activation of his account through Xplornet's Customer Activity Centre on [redacted], at which time he confirmed and acknowledged his acceptance of all account information and payment details, along with his acceptance to Xplornet Terms of Service, including Section 11, Early CancellationTo this end, Xplornet will not be able to waive [redacted]'s early cancellation fee where he has chosen to finalize his agreement prior to the completion of his service term
In response to his concerns regarding his recent service upgrade, [redacted] first contacted Xplornet to discuss upgrading his service package on [redacted] at which time an agent noted his signal would not support an upgrade to our 10Mbps plansThe decision to increase [redacted]'s service package was made when he contacted us on [redacted], following a service outage to advise he'd received a promotion from a competitor who was offering a larger monthly bandwidth allowance on a similar 5Mbps service plan
Where Xplornet did not offer a higher monthly bandwidth allowance on our 5Mbps plans, recognizing it had been explained to [redacted] that he would not be able to attain the 10Mbps speeds, in good faith the agent agreed to make an exception in the interest of increasing his monthly bandwidth allowance from 100GB to the 250GB available on the higher package ([redacted]) Based on his usage report, [redacted] did receive a notable benefit from the increase and called in less than a week later, on [redacted] to have his package upgraded again, increasing his monthly bandwidth allowance from 250GB to 500GB ([redacted])
Having said this, Xplornet recognizes [redacted] should not have been permitted to upgrade his service package where his signal did not meet the performance requirements for our 10Mbps plansTo this end, Xplornet has agreed to provide a service credit to [redacted]'s account to offset the price difference between his upgraded package and his original 5Mbps plan which has been applied against his early cancellation fee and will be reflected on his final service invoice
In closing, Xplornet would like to extend our regrets to [redacted] for any difficulties he's experienced while working to have this matter resolved through our Care Centre and apologize for any inconvenience it may have caused him We hope he will find this to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was dealt with rudley and was advised by xplorenet that I can receive a meg download and that is why I upgraded.I beleive that was their mistake and forcweeks my internet was running at speeds of meg to meg tops I deserve a credit for that week peiod .they are at fault not me
Final Business Response /* (4000, 9, 2015/09/01) */
Thank you for forwarding the updated response provided by [redacted]
Xplornet acknowledged in our original response that despite the clear usage benefit [redacted] received from his package upgrade, he should not have been permitted to complete a package change for increased usage on our 10Mbps plan where his signal strength did not meet the package requirementsIn light of this, Xplornet credited [redacted]'s account for the pricing difference; the credits were applied against his early cancellation fee and are reflected on his final invoice
To his speed concerns, Xplornet has no record of [redacted] reporting any issues with his service speeds following the upgrade, prior to his decision to proceed with the early cancellation of his accountOur records note we inquired with [redacted] about his speeds on [redacted] when he contacted us following his initial package upgrade on [redacted] to request a further increase to his bandwidth allowance, from 250GB to 500GBAt that time, [redacted] advised us that his speeds were good and at his request, we agreed to increase his bandwidth allowance
In closing, Xplornet would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and in crediting his account for the pricing difference we hope he will find this to represent an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/08/25) */
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] account history in
light of the concerns she's raised relating to her service experience and the cancellation of her accountBased on our review, Xplornet worked with the [redacted]s to identify a service package on our KASatellite network that would accommodate their needs after it was confirmed that their location would not be able to attain signal on our alternate satellite networksAn arrangement was eventually reached with [redacted] and Xplornet agreed to extend her day money back guarantee to June 1st
While Xplornet acknowledges that we received an online request for contact from [redacted] on May 27th regarding the cancellation of her account; her cancellation could not be completed without speaking with her and Xplornet made multiple unsuccessful attempts to reach her through the contact information she provided in order to confirm her requestWith respect to the position held by [redacted] in her complaint; that the service was unplugged and had not been in use since mid-May, her system's usage records reflect that the service remained in consistent use up to early July, which coincided with her July 5th call to our Care Centre requesting the cancellation of her account
To this end, where [redacted] did not contact us back to complete the cancellation of her account prior to June 1st and her system remained in use she would not qualify for a full refund under our money back guarantee policyWith that said, in good faith Xplornet has agreed to waive the early cancellation fee billed to [redacted]'s account and in addition to the remaining $[redacted] in pro-rated service credit we have also applied a month credit of $[redacted] which will be refunded to [redacted] following the recovery of her rental hardware
In closing, we hope [redacted] will find this to represent an acceptable compromise to resolve her complaint and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but I am extremely disappointed with the [redacted] that the company xplornet communications Inchas put us through[redacted]
Thank you for the Revdex.com for helping to resolve this issue
Initial Business Response /* (1000, 5, 2016/01/14) */
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 stemming from
the concerns she has raised regarding her service agreement and the early cancellation fee associated with an early termination of her accountBased on our review, in light of the hardship and service concerns reported by [redacted], Xplornet will agree to meet her desired resolution
We have placed a note on [redacted]'s account to reflect that in the event that she decides to proceed with the cancellation of her Xplornet services she will not be billed an early cancellation fee and Xplornet will not seek to hold her to her original service commitment To this end, based on our response if [redacted] would like to proceed with the finalization of her account she can do so by contacting our Care Centre directly [redacted] or by following up on our response to confirm her decision
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and in agreeing to meet her desired resolution, we hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called today to confirm the cancellation so I have accepted their responseThank-you for your assistance in resolving this matter, it is greatly appreciated
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of their concerns, Xplornet completed a review of the [redacted]' account history in light
of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the [redacted]' signal strength that required a work order to address
The work order was recently completed in an effort to restore the [redacted]' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements
To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the [redacted]' account as a show of good faith
In closing, we hope the [redacted] will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed path forward is realisticWe hope Xplornet will keep their promises
We are not able to pay an amount of four hundred dollars for the cancellation of the service ,,,, we are on fix income and all our dollars are accounted for,,, we would like the Xplornet company to reconsider their cancellation fee which are enormous for us ,,,, if you could make them understand
that a better amount would be considered an ok between us and themwe need your help to resolve this situation?