Initial Business Response /* (1000, 10, 2016/01/05) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review
After receiving notice of [redacted]'s complaint, Xplornet reviewed his account in light of the concerns
he's reportedFirst, we would like to extend our regrets to [redacted] for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him
At the time of our response, we can confirm [redacted]'s outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and [redacted] should not expect to receive any further communication where his account has been finalized
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/09/01) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light of the
concerns he reported following the recent servicing of his work orderFirst, we would like to extend our apologies for the difficulties [redacted] experienced along with our regrets for any impact his loss of service had [redacted]
Based on our review we've identified that following the completion of his initial work order a secondary issue with his rental system's power supply/modem was reported and required they be replacedA new work order was issued on August 16th and after speaking with a supervisor on August 19th & 23rd Xplornet agreed to cover [redacted]'s repair costs along with any possible mileage charges while working to expedite his service call
The modem and power supply were replaced on August 24th and the supervisor handling his case was able to confirm his service was restored after following up August 25thIn light of the difficulties he experienced, Xplornet has subsequently placed a month credit of [redacted] (tax incl.) on [redacted]'s account which will be visible on his next month's invoice
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter caused and thank [redacted] for his patience as we worked to restore his connection
Sincerely,
Xplornet Communications Inc
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for reviewAfter receiving notice of his complaint, Xplornet completed a review of [redacted]’s account and in good faith; we will not seek to hold him to an early
cancellation penalty if he proceeds with the cancellation of his accountIn order to move forward with his cancellation, [redacted] would simply need to contact our Care Centre at [redacted] to confirm his request and we will make the necessary arrangements to recover the rental hardware in his possessionIn closing, we would further like to extend our regrets to [redacted] for the difficulties he reported with his service experience and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications
Thank you for forwarding the information provided by [redacted]In response, the following is available for review.After receiving [redacted]’s complaint, Xplornet reviewed his account and in the interest of reaching an acceptable resolution we have agreed to waive the early cancellation fee
associated with the termination of his account[redacted]’s account is now cancelled and a work order has been scheduled to recover the rental hardware in his possessionIn closing, we would further like to extend our regrets to [redacted] for any inconvenience this matter may have caused and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications
Thank you for providing 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 as outlined in his complaint to the Revdex.com
Prior to this complaint, [redacted] escalated his concerns to the CCTS and the complaint was closed as [redacted] did not agree with the solutions proposed by Xplornet and the CCTS.? [redacted] advised that he would reach out to other organizations to further pursue his complaint
Review of the signal parameters on the rental hardware installed at [redacted]’s location has been completed by our technical team; it has been determined that everything is performing as expected and the signal is meeting the requirements for the service package that [redacted] subscribes to
That being said, Xplornet does acknowledge that the access point that [redacted] connects to does experience degradation during periods of higher utilization on the network[redacted] previously had a $15/month discount in acknowledgement of these concernsXplornet has offered [redacted] an increase to $20/month in discounts in acknowledgement of the concerns he has addressed in his complaintIn addition, Xplornet has agreed to increase [redacted]’s recurring discount to price his package at $49.99/month + taxes to align with the price of its lowest tiered plan for the next months in anticipation of upgrades becoming available in his area.? [redacted] declined this offer
As an immediate resolution to the concerns [redacted] has addressed with his service, Xplornet discussed a conversion to our satellite services available in his areaAt this time [redacted] has advised that he is not interested in converting over to the satellite service and remains dissatisfied with the solutions proposed by Xplornet and the CCTS.? [redacted] is no longer under any contractual agreement with Xplornet and is able to cancel with no penalty if he remains dissatisfied with the service
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 matterSincerely, Xplornet Communications
Thank you for forwarding the information provided by [redacted] to the Revdex.com
?
We regret to inform that the information provided in the complaint to the Revdex.com does not match an account in our system
?
To keep customer information safe, and due to Federal Privacy Laws, we are unable to
disclose any information regarding an account without the consent of a full account or authorized user
?
If the account is listed under another name or another individual, Xplornet would require the full authorized contact on the account to confirm that [redacted] is authorized to discuss the accountOr if the account is listed under [redacted]'s name, or another given name, Xplornet would require further information to continue investigating
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced and look forward to working together to determine a satisfactory resolution to his complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/24) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light of
the concerns he's raised about his service experience and in the interest of reaching an acceptable resolution we will agree to waive his early cancellation fee
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for the difficulties he experienced and thank him for his time as a valued customer
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 6, 2016/06/09) */
After I filed this complaint yesterday (June 7), I received a call from [redacted] in Xplornet's Consumer Affairs department.[redacted]
She listened to the key
elements of our complaint, namely that we were not receiving the service we were paying for, Xplornet was not forthright in explaining the impact of their 'traffic management' practices would have on ordinary Internet activity and they were not honouring their commitment for service even during hours each day when the service was supposed to perform as advertised
We spoke amicably and respectfully throughout the call which lasted about one hour
On behalf of Xplornet, she offered us a $** a month credit for the next six months on our bills from them and a full credit for next month's bill due out June 11, a value of about $**Her offer was accepted even though we felt the issues we were raising had a lot more to do with misleading sales and marketing practices and poorly conceived and poorly implemented traffic management policies
[redacted]
Initial Business Response /* (1000, 5, 2017/01/19) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
Xplornet completed a review of [redacted]'s account history and while our records reflect that the
renewal agreement she entered into for her service conversion did include a year contract commitment, we recognize [redacted] has been a longstanding customer and will not seek to hold her to an early termination fee in the event of her cancellation
To this end, should [redacted] wish to proceed with the cancellation of her account she would simply need to contact our Customer Care Centre at [redacted] to confirm her request and we will make the necessary arrangements to recover our rental hardware
In closing, we hope [redacted] will find this to represent an acceptable response and on behalf of Xplornet we would like to extend our regrets for any inconvenience she's experienced
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very satisfied with the resolution offered by XplornetThank you
Initial Business Response /* (1000, 5, 2016/10/28) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns she's raised surrounding her contract renewal agreementBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to meet her request and will not seek to hold [redacted] to her contract extension
Xplornet has rescinded the contract renewal commitment [redacted] was entered into and have reversed the early cancellation fee billed to her accountWe have also issued a credit to offset all outstanding service charges billed to [redacted] up to her October 7th cancellation date and can confirm her account is now closed with a $* final balance
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for any inconvenience this matter may have caused and thank her for her patience as we worked to address her concerns
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account in light of the concerns he’s raised regarding the cancellation of
his internet serviceBased on our review, Xplornet is willing to agree to [redacted] desired resolution and have adjusted the early cancellation fee billed to his account to $(taxes in) The adjustment will be reflected on [redacted] final invoice which will be issued later this month and he can contact our Care Centre at 1-866-841-to make arrangements for his final payment or allow the payment to process in line with his scheduled due date In closing, Xplornet would further like to extend its regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response to his complaint 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 her Xplornet service and the difficulties associated with cancellationUpon
receipt of [redacted]’ 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, Xplornet would agree to waive the termination fees applied to the account upon the cancellation of [redacted]’ accountA credit of $450+taxes has been applied to the account to offset the chargesIf [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/at [redacted]? to assist
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light of the
concerns he's raised relating to the cancellation of his serviceBased on our review, we've identified that [redacted]'s account was placed on a temporary month loyalty suspension in February after he contacted our Care Centre to advise that his computer was no longer workingAs we did not hear back from [redacted], his services were reactivated automatically at the end of his temporary suspension and charges resumed in line with the terms of his service agreement
That being said, recognizing that [redacted] was no longer under contract at the time his services were unsuspended and his system showed minimal usage, Xplornet is prepared to backdate his cancellation request to the date his service was reactivatedTo this end, we have instructed our billing department to issue a refund for all payments we received from [redacted] after August 22, once we are able to recover the Xplornet rental hardware associated with his account
In closing, we would like to extend our apologies to [redacted] for any misunderstanding that resulted when he discussed the finalization his account along with our regrets for and inconvenience this matter has caused We would also like to thank him for his time as a valued Xplornet customer and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/02/10) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet followed up on [redacted]'s concerns with DC Simple
directly as this issue relates to a 3rd party product that was not sold or serviced by XplornetThey've since advised that they have spoken with [redacted] to address his concerns and a refund has been issued
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he finds this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a refund Although it may be a third party product I bought it from an XPlornet employee and he accepted my payment Until my refund is issued I do not consider this matter resolved Thank you [redacted]
Final Business Response /* (4000, 9, 2017/02/24) */
Thank you for forwarding [redacted]'s update to our attentionWe've since reached back out to both Digital Connect and DC Simple; they have provided documentation showing that a refund cheque was issued by postal mail on February 8th and have reached out to [redacted] to confirm it was sent to the proper address along with its receipt
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/02/05) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns she's raised relating to her service experienceBased on our review we've identified that since being converted to our LTE network on [redacted] notified us of an issue with her connection on [redacted] at which time the technician she spoke with was able to identify that her service signal had degraded and she was no longer meeting the requirements for her service package
Having identified that her signal was not meeting the quality guidelines for her package, the signal level she was able to attain at the time of her installation was reviewed and we confirmed she had originally met all the requirements for service on our LTE-packageWhile we have acknowledged we are investigating peak time performance issues on the network which can impact connection speeds during periods of heavy use on the network, this would not have resulted in the degradation of her service signal which suggests her receiver may need to be realigned for optimal performanceTo this end, [redacted] was provided the option of having a work order issued to realign her receiver to improve her signal or to downgrade her package to a lower level service plan more in line with her current signal strength
[redacted] requested to downgrade her package to our LTE-plan at a lower monthly rate and where she had been unable to bypass her 3rd party router during troubleshooting, it was recommended that she call back once she was able to do so to allow our technicians an opportunity to troubleshoot her connection directlyHaving said this, we recognize [redacted] has been a loyal Xplornet subscriber in good standing, as a sign of good faith we have extended a $[redacted] credit to her account to offset the difference in pricing between her current LTE-package and her original LTE-plan
[redacted]
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/11) */
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 the [redacted]'s account in
light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our serviceFirst, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused himWe can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future
The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our networkThe specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installedAs with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's ** day money back guarantee policy
Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experienceIn completing a review of [redacted]'s system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concernsUnfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the networkWhile our technicians have explained to [redacted] 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 can offer at their location
At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolutionTo this end, in good faith, Xplornet has adjusted [redacted]'s service charges to apply a recurring $** discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolvedFurther to this, Xplornet will also commit to extending [redacted]'s money back guarantee period by an additional ** days to January 25, allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service
In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 12, 2016/01/04) */
Good morning,
I apologize for not getting back you by the day deadline but unfortunately with the holidays, I fell behind I have also been waiting over weeks for the company to respond to additional concerns that have come up
Additional issues on this file include:
- I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately mbps in the evenings This is 4% of my stated plans maximum and would not even allow me to watcha minute [redacted] video without it stalling multiple times to the point where I gave up It is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount
- Daytime rates have dropped significantly This is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximum Or even half that rate
- The company has proceeded to charge me the full amount even though it has stated here that it would apply a $** discount on an ongoing basis until the company was able to resolve the issues I have not seen any refund processed
- The support staff have told me that mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager
- The company in its response stated that I was told that I would have a ** day refund period That is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clients I was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all times I asked on peak hour policies I informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signal I informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable service I informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong service I also informed the technician of this fact when he came to do the site assessment [redacted] and now I am expected to bear the cost of paying more for less This is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contract I will incur significant cost or be forced to sign into another contract to reestablish my prior service
- The company continues to aggressively advertise its services in my area and that it can rovide plans with up to mbps download speeds when it has admitted its response that it does not have the capacity to deliver these services This is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing [redacted]
Final Business Response /* (4000, 14, 2016/01/11) */
Thank you for forwarding [redacted]'s rebuttal to our attentionIn response, the following is available for review
Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the networkOur Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available
With respect to [redacted]'s experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completedTo this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke withAs we've noted, [redacted]'s concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused
In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $** monthly discount until the issue is addressed, and have extended his ** day money back guarantee period by a full ** days to provide him with additional time to determine if he wishes to maintain the serviceThe credit was applied to [redacted]'s account in December and was reflected on his December 25th service invoice
As an additional gesture of good will, Xplornet has requested our billing department credit [redacted]'s account for his initial one time activation fee of $[redacted] Further to this, if [redacted] continues with our service following the completion of his extended ** day money back guarantee period Xplornet will waive the remainder of his year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience
In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, **16/02/11) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns he's raise relating to his request to be converted to our Fixed Wireless network after his recent conversion work order was returned indicating his location was outside of the coverage area
Based on our review, we've identified that [redacted] contacted our Care Centre in October **to inquire about service availability on our Fixed Wireless network and was advised that he was not within range of the network but where we were expanding LTE coverage service may be available in the futureAfter hearing back from [redacted] in January **16, Xplornet agreed to cover the costs of a work order to complete a site survey at his location while noting that we could not guarantee that the service would be availableAfter hearing back from the dealer, they've advised they would not be able to attain sufficient line of sight at [redacted]'s location to allow for a service conversion to be completed
Regrettably, while [redacted]'s postal code does place him within our Fixed Wireless coverage area, his residence is not able to access our Fixed Wireless network and satellite service remains the only Xplornet platform currently availableIn the event that LTE becomes accessible at his location at a later date, Xplornet will agree to waive the associated upgrade fee and allow him to remain on a month to month service term
In light of this, as [redacted] has noted, Xplornet has offered to provide with a recurring $** discount on his package if he wishes to maintain his current service and while Xplornet cannot offer to waive the overage charges associated with his current package, we would advise he maintains the option to move to a 'Limited State' based service plan that would not charge an overage fee but rather reduce his connection speeds once his bandwidth allowance has been exceededIf [redacted] would like to discuss the option of changing his service package, he can do so by contacting our Care Centre [redacted]
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although it seems when written the way customer service has responded they are or have actually done something for me that is not case Insulting at best [redacted] Having paid overage for a poor service for such a great length of time to now be told I could have the bandwidth capped and then a slower speed to avoid paying more Concerning I was never aware of this option and if it was to be slowed down I am not sure how this is even possible Slower would then become stopped [redacted] An actual solution could has saved my comments reaching my neighbours, community and with a simple post to [redacted] and other sites relating to internet providers[redacted]
Overall The response was insulting and if this can help at least one person to not make the mistake of doing business with you my time has not been wasted
Final Business Response /* (4000, 9, **16/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attentionIn response, the following is available for review
With respect to our "Limited State" packages, our records reflect that [redacted] contacted us to find out about conversion options relating to our LTE Fixed Wireless service in October 'and did not note any concerns he was having with his usage allowance or overage fees
In reviewing the usage history associated with his account, prior to October '[redacted] had only occasionally exceeded his 40GB monthly bandwidth allowance however since this time, his usage has increased each consecutive month, with his bandwidth consumption in January 'being more than double that of his monthly average over the past month periodTo this end, if [redacted] wishes to move to a "Limited State" based plan, this option is available to him, however we cannot agree to waive the overage charges associated with his account to provide him with an unlimited service package as he has requested
If [redacted] would like to review further details on how our "Limited state" plans work, he can do so on our website at[redacted]
In closing, while we regret that [redacted] is considering ending his service with us we would like to thank him for his time as a valued customer and extend our regrets for any inconvenience this matter has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4**0, 11, **16/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the regurgitated response there is nothing new and very little to do with my original complaintListening and defending is not customer service I understand if this is viewed by other potential customers it may seem like a good idea but I am sure they can see through it Overage waiving was a solution to the misinformation I was given and slow service It was to help me tolerate what I called to cancel and given hope that a better service would be coming within a couple months I did my part and stuck with it Standing behind what I was told that did not happen When is the service coming? Somebody when I called in **could tell me
Initial Business Response /* (1000, 5, 2017/04/13) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light
of the concerns she's raised regarding her service conversion and repairs to her existing internet serviceBased on our review, we recognize necessary repairs to her service were not completed when a conversion to our LTE service was attempted as part of our efforts to improve her service experience and for this we sincerely apologize
Xplornet have since completed an updated work order on April 10th to restore [redacted]'s connection and technicians have reviewed her signal to ensure she is meeting the requirements for her service packageIn addition to the compensation [redacted] was previously provided for her downtime we have also placed a month credit ($[redacted] before tax) on her account in good faith which will be visible on her next monthly invoice
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for her inconvenience and our thanks her for her patience as we worked to rectify her concerns
Sincerely,
Xplornet Communications Inc
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 Xplornet service. Upon receipt of [redacted]’s complaint, a thorough review of the...
account history has been completed in order to address the concerns as outlined in his complaint to the Revdex.com.
Review of the account history shows that [redacted] was installed on July 22, 2017. At the time of installation he was charged $99.00+taxes for the Xplornet Equipment Installation which appeared on his first invoice. Any charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by Xplornet. As such, Xplornet would be unable to refund the amounts paid to [redacted] as they were not billed by Xplornet. Additionally, on November 21, 2017, [redacted] contacted Xplornet as his modem was offline and he was unable to connect to the internet. A recurring discount of $10/month was issued in acknowledgement of the concerns he’d raised with his service for six month duration.
In the interest of resolving [redacted]’s concerns, Xplornet would agree to refund him the $99.00+taxes activation fee paid on the first invoice and extend his recurring discount from six months to twelve months. A neighboring tower to [redacted]’s current tower has recently been upgraded to LTE and would reflect a more positive service experience than the network [redacted] currently connects to. Our records show that local service technicians have determined that [redacted]’s installation would require more height to improve his experience to his existing tower so it would be our recommendation to attempt a repoint to the Trenton POP tower. That being said, due to the difficulties [redacted] has experienced, if he would prefer to terminate his services and seek out another provider Xplornet would not hold him to his contractual obligation and would allow him to cancel with no penalty. Xplornet is available 24/7/365 to best assist and would welcome [redacted] to reach out at his earliest convenience to explore repoint options or process a cancellation for him.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint.
Sincerely, Xplornet Communication.
Initial Business Response /* (**00, 5, 2016/04/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following information is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account...
history in light of the concerns he's raised relating to his installation. Based on our review, we've identified that [redacted]'s installation was completed in December 2013 as part of a 1 year service term which included a 90 day warranty on his installation, a 1 year warranty on labour costs, and a limited lifetime warranty to cover the replacement cost of any defective rental hardware. Since initially bringing his service concerns to our attention technicians have reviewed his system readings and have concluded a work order is necessary.
Recognizing [redacted] was averse to paying any costs associated with the repairs, Xplornet offered a $** 6 month discount to offset a portion of the charge and he agreed to have the work order issued. Unfortunately, when the installer contacted [redacted] to arrange an appointment he declined the work order as he would not agree to any extra costs associated with the service call and followed up to advise us that he had reviewed the installation and would not pay for repairs.
With respect to the concerns raised with his installation, due to the time that has passed since his service activation and where he did not bring any concerns to our attention during his installation warranty period, [redacted] has been advised that he would be responsible for any repair costs not covered by our Service and Warranty terms. That being said, in the interest of reaching an acceptable resolution with [redacted], as a further gesture of good will and in addition to the $** 6 month discount he is receiving, Xplornet will agree to cover a standard in-warranty work order and will make arrangements to have an installer reach out to schedule an updated service call appointment.
In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and hope he will find this to represent an acceptable response. If he would like to review the terms of our Service and Warranty coverage further, all information is readily available on our website [redacted]
Initial Business Response /* (1000, 10, 2016/01/05) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review
After receiving notice of [redacted]'s complaint, Xplornet reviewed his account in light of the concerns
he's reportedFirst, we would like to extend our regrets to [redacted] for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him
At the time of our response, we can confirm [redacted]'s outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and [redacted] should not expect to receive any further communication where his account has been finalized
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/09/01) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light of the
concerns he reported following the recent servicing of his work orderFirst, we would like to extend our apologies for the difficulties [redacted] experienced along with our regrets for any impact his loss of service had [redacted]
Based on our review we've identified that following the completion of his initial work order a secondary issue with his rental system's power supply/modem was reported and required they be replacedA new work order was issued on August 16th and after speaking with a supervisor on August 19th & 23rd Xplornet agreed to cover [redacted]'s repair costs along with any possible mileage charges while working to expedite his service call
The modem and power supply were replaced on August 24th and the supervisor handling his case was able to confirm his service was restored after following up August 25thIn light of the difficulties he experienced, Xplornet has subsequently placed a month credit of [redacted] (tax incl.) on [redacted]'s account which will be visible on his next month's invoice
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter caused and thank [redacted] for his patience as we worked to restore his connection
Sincerely,
Xplornet Communications Inc
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for reviewAfter receiving notice of his complaint, Xplornet completed a review of [redacted]’s account and in good faith; we will not seek to hold him to an early
cancellation penalty if he proceeds with the cancellation of his accountIn order to move forward with his cancellation, [redacted] would simply need to contact our Care Centre at [redacted] to confirm his request and we will make the necessary arrangements to recover the rental hardware in his possessionIn closing, we would further like to extend our regrets to [redacted] for the difficulties he reported with his service experience and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications
Thank you for forwarding the information provided by [redacted]In response, the following is available for review.After receiving [redacted]’s complaint, Xplornet reviewed his account and in the interest of reaching an acceptable resolution we have agreed to waive the early cancellation fee
associated with the termination of his account[redacted]’s account is now cancelled and a work order has been scheduled to recover the rental hardware in his possessionIn closing, we would further like to extend our regrets to [redacted] for any inconvenience this matter may have caused and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications
Thank you for providing 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 as outlined in his complaint to the Revdex.com
Prior to this complaint, [redacted] escalated his concerns to the CCTS and the complaint was closed as [redacted] did not agree with the solutions proposed by Xplornet and the CCTS.? [redacted] advised that he would reach out to other organizations to further pursue his complaint
Review of the signal parameters on the rental hardware installed at [redacted]’s location has been completed by our technical team; it has been determined that everything is performing as expected and the signal is meeting the requirements for the service package that [redacted] subscribes to
That being said, Xplornet does acknowledge that the access point that [redacted] connects to does experience degradation during periods of higher utilization on the network[redacted] previously had a $15/month discount in acknowledgement of these concernsXplornet has offered [redacted] an increase to $20/month in discounts in acknowledgement of the concerns he has addressed in his complaintIn addition, Xplornet has agreed to increase [redacted]’s recurring discount to price his package at $49.99/month + taxes to align with the price of its lowest tiered plan for the next months in anticipation of upgrades becoming available in his area.? [redacted] declined this offer
As an immediate resolution to the concerns [redacted] has addressed with his service, Xplornet discussed a conversion to our satellite services available in his areaAt this time [redacted] has advised that he is not interested in converting over to the satellite service and remains dissatisfied with the solutions proposed by Xplornet and the CCTS.? [redacted] is no longer under any contractual agreement with Xplornet and is able to cancel with no penalty if he remains dissatisfied with the service
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 matterSincerely, Xplornet Communications
Thank you for forwarding the information provided by [redacted] to the Revdex.com
?
We regret to inform that the information provided in the complaint to the Revdex.com does not match an account in our system
?
To keep customer information safe, and due to Federal Privacy Laws, we are unable to
disclose any information regarding an account without the consent of a full account or authorized user
?
If the account is listed under another name or another individual, Xplornet would require the full authorized contact on the account to confirm that [redacted] is authorized to discuss the accountOr if the account is listed under [redacted]'s name, or another given name, Xplornet would require further information to continue investigating
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced and look forward to working together to determine a satisfactory resolution to his complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/24) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light of
the concerns he's raised about his service experience and in the interest of reaching an acceptable resolution we will agree to waive his early cancellation fee
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for the difficulties he experienced and thank him for his time as a valued customer
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 6, 2016/06/09) */
After I filed this complaint yesterday (June 7), I received a call from [redacted] in Xplornet's Consumer Affairs department.[redacted]
She listened to the key
elements of our complaint, namely that we were not receiving the service we were paying for, Xplornet was not forthright in explaining the impact of their 'traffic management' practices would have on ordinary Internet activity and they were not honouring their commitment for service even during hours each day when the service was supposed to perform as advertised
We spoke amicably and respectfully throughout the call which lasted about one hour
On behalf of Xplornet, she offered us a $** a month credit for the next six months on our bills from them and a full credit for next month's bill due out June 11, a value of about $**Her offer was accepted even though we felt the issues we were raising had a lot more to do with misleading sales and marketing practices and poorly conceived and poorly implemented traffic management policies
[redacted]
Initial Business Response /* (1000, 5, 2017/01/19) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
Xplornet completed a review of [redacted]'s account history and while our records reflect that the
renewal agreement she entered into for her service conversion did include a year contract commitment, we recognize [redacted] has been a longstanding customer and will not seek to hold her to an early termination fee in the event of her cancellation
To this end, should [redacted] wish to proceed with the cancellation of her account she would simply need to contact our Customer Care Centre at [redacted] to confirm her request and we will make the necessary arrangements to recover our rental hardware
In closing, we hope [redacted] will find this to represent an acceptable response and on behalf of Xplornet we would like to extend our regrets for any inconvenience she's experienced
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very satisfied with the resolution offered by XplornetThank you
Initial Business Response /* (1000, 5, 2016/10/28) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns she's raised surrounding her contract renewal agreementBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to meet her request and will not seek to hold [redacted] to her contract extension
Xplornet has rescinded the contract renewal commitment [redacted] was entered into and have reversed the early cancellation fee billed to her accountWe have also issued a credit to offset all outstanding service charges billed to [redacted] up to her October 7th cancellation date and can confirm her account is now closed with a $* final balance
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for any inconvenience this matter may have caused and thank her for her patience as we worked to address her concerns
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account in light of the concerns he’s raised regarding the cancellation of
his internet serviceBased on our review, Xplornet is willing to agree to [redacted] desired resolution and have adjusted the early cancellation fee billed to his account to $(taxes in) The adjustment will be reflected on [redacted] final invoice which will be issued later this month and he can contact our Care Centre at 1-866-841-to make arrangements for his final payment or allow the payment to process in line with his scheduled due date In closing, Xplornet would further like to extend its regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response to his complaint 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 her Xplornet service and the difficulties associated with cancellationUpon
receipt of [redacted]’ 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, Xplornet would agree to waive the termination fees applied to the account upon the cancellation of [redacted]’ accountA credit of $450+taxes has been applied to the account to offset the chargesIf [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/at [redacted]? to assist
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light of the
concerns he's raised relating to the cancellation of his serviceBased on our review, we've identified that [redacted]'s account was placed on a temporary month loyalty suspension in February after he contacted our Care Centre to advise that his computer was no longer workingAs we did not hear back from [redacted], his services were reactivated automatically at the end of his temporary suspension and charges resumed in line with the terms of his service agreement
That being said, recognizing that [redacted] was no longer under contract at the time his services were unsuspended and his system showed minimal usage, Xplornet is prepared to backdate his cancellation request to the date his service was reactivatedTo this end, we have instructed our billing department to issue a refund for all payments we received from [redacted] after August 22, once we are able to recover the Xplornet rental hardware associated with his account
In closing, we would like to extend our apologies to [redacted] for any misunderstanding that resulted when he discussed the finalization his account along with our regrets for and inconvenience this matter has caused We would also like to thank him for his time as a valued Xplornet customer and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/02/10) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet followed up on [redacted]'s concerns with DC Simple
directly as this issue relates to a 3rd party product that was not sold or serviced by XplornetThey've since advised that they have spoken with [redacted] to address his concerns and a refund has been issued
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he finds this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a refund Although it may be a third party product I bought it from an XPlornet employee and he accepted my payment Until my refund is issued I do not consider this matter resolved Thank you [redacted]
Final Business Response /* (4000, 9, 2017/02/24) */
Thank you for forwarding [redacted]'s update to our attentionWe've since reached back out to both Digital Connect and DC Simple; they have provided documentation showing that a refund cheque was issued by postal mail on February 8th and have reached out to [redacted] to confirm it was sent to the proper address along with its receipt
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/02/05) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns she's raised relating to her service experienceBased on our review we've identified that since being converted to our LTE network on [redacted] notified us of an issue with her connection on [redacted] at which time the technician she spoke with was able to identify that her service signal had degraded and she was no longer meeting the requirements for her service package
Having identified that her signal was not meeting the quality guidelines for her package, the signal level she was able to attain at the time of her installation was reviewed and we confirmed she had originally met all the requirements for service on our LTE-packageWhile we have acknowledged we are investigating peak time performance issues on the network which can impact connection speeds during periods of heavy use on the network, this would not have resulted in the degradation of her service signal which suggests her receiver may need to be realigned for optimal performanceTo this end, [redacted] was provided the option of having a work order issued to realign her receiver to improve her signal or to downgrade her package to a lower level service plan more in line with her current signal strength
[redacted] requested to downgrade her package to our LTE-plan at a lower monthly rate and where she had been unable to bypass her 3rd party router during troubleshooting, it was recommended that she call back once she was able to do so to allow our technicians an opportunity to troubleshoot her connection directlyHaving said this, we recognize [redacted] has been a loyal Xplornet subscriber in good standing, as a sign of good faith we have extended a $[redacted] credit to her account to offset the difference in pricing between her current LTE-package and her original LTE-plan
[redacted]
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/11) */
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 the [redacted]'s account in
light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our serviceFirst, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused himWe can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future
The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our networkThe specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installedAs with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's ** day money back guarantee policy
Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experienceIn completing a review of [redacted]'s system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concernsUnfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the networkWhile our technicians have explained to [redacted] 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 can offer at their location
At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolutionTo this end, in good faith, Xplornet has adjusted [redacted]'s service charges to apply a recurring $** discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolvedFurther to this, Xplornet will also commit to extending [redacted]'s money back guarantee period by an additional ** days to January 25, allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service
In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 12, 2016/01/04) */
Good morning,
I apologize for not getting back you by the day deadline but unfortunately with the holidays, I fell behind I have also been waiting over weeks for the company to respond to additional concerns that have come up
Additional issues on this file include:
- I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately mbps in the evenings This is 4% of my stated plans maximum and would not even allow me to watcha minute [redacted] video without it stalling multiple times to the point where I gave up It is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount
- Daytime rates have dropped significantly This is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximum Or even half that rate
- The company has proceeded to charge me the full amount even though it has stated here that it would apply a $** discount on an ongoing basis until the company was able to resolve the issues I have not seen any refund processed
- The support staff have told me that mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager
- The company in its response stated that I was told that I would have a ** day refund period That is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clients I was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all times I asked on peak hour policies I informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signal I informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable service I informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong service I also informed the technician of this fact when he came to do the site assessment [redacted] and now I am expected to bear the cost of paying more for less This is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contract I will incur significant cost or be forced to sign into another contract to reestablish my prior service
- The company continues to aggressively advertise its services in my area and that it can rovide plans with up to mbps download speeds when it has admitted its response that it does not have the capacity to deliver these services This is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing [redacted]
Final Business Response /* (4000, 14, 2016/01/11) */
Thank you for forwarding [redacted]'s rebuttal to our attentionIn response, the following is available for review
Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the networkOur Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available
With respect to [redacted]'s experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completedTo this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke withAs we've noted, [redacted]'s concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused
In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $** monthly discount until the issue is addressed, and have extended his ** day money back guarantee period by a full ** days to provide him with additional time to determine if he wishes to maintain the serviceThe credit was applied to [redacted]'s account in December and was reflected on his December 25th service invoice
As an additional gesture of good will, Xplornet has requested our billing department credit [redacted]'s account for his initial one time activation fee of $[redacted] Further to this, if [redacted] continues with our service following the completion of his extended ** day money back guarantee period Xplornet will waive the remainder of his year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience
In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, **16/02/11) */
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in
light of the concerns he's raise relating to his request to be converted to our Fixed Wireless network after his recent conversion work order was returned indicating his location was outside of the coverage area
Based on our review, we've identified that [redacted] contacted our Care Centre in October **to inquire about service availability on our Fixed Wireless network and was advised that he was not within range of the network but where we were expanding LTE coverage service may be available in the futureAfter hearing back from [redacted] in January **16, Xplornet agreed to cover the costs of a work order to complete a site survey at his location while noting that we could not guarantee that the service would be availableAfter hearing back from the dealer, they've advised they would not be able to attain sufficient line of sight at [redacted]'s location to allow for a service conversion to be completed
Regrettably, while [redacted]'s postal code does place him within our Fixed Wireless coverage area, his residence is not able to access our Fixed Wireless network and satellite service remains the only Xplornet platform currently availableIn the event that LTE becomes accessible at his location at a later date, Xplornet will agree to waive the associated upgrade fee and allow him to remain on a month to month service term
In light of this, as [redacted] has noted, Xplornet has offered to provide with a recurring $** discount on his package if he wishes to maintain his current service and while Xplornet cannot offer to waive the overage charges associated with his current package, we would advise he maintains the option to move to a 'Limited State' based service plan that would not charge an overage fee but rather reduce his connection speeds once his bandwidth allowance has been exceededIf [redacted] would like to discuss the option of changing his service package, he can do so by contacting our Care Centre [redacted]
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, **16/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although it seems when written the way customer service has responded they are or have actually done something for me that is not case Insulting at best [redacted] Having paid overage for a poor service for such a great length of time to now be told I could have the bandwidth capped and then a slower speed to avoid paying more Concerning I was never aware of this option and if it was to be slowed down I am not sure how this is even possible Slower would then become stopped [redacted] An actual solution could has saved my comments reaching my neighbours, community and with a simple post to [redacted] and other sites relating to internet providers[redacted]
Overall The response was insulting and if this can help at least one person to not make the mistake of doing business with you my time has not been wasted
Final Business Response /* (4000, 9, **16/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attentionIn response, the following is available for review
With respect to our "Limited State" packages, our records reflect that [redacted] contacted us to find out about conversion options relating to our LTE Fixed Wireless service in October 'and did not note any concerns he was having with his usage allowance or overage fees
In reviewing the usage history associated with his account, prior to October '[redacted] had only occasionally exceeded his 40GB monthly bandwidth allowance however since this time, his usage has increased each consecutive month, with his bandwidth consumption in January 'being more than double that of his monthly average over the past month periodTo this end, if [redacted] wishes to move to a "Limited State" based plan, this option is available to him, however we cannot agree to waive the overage charges associated with his account to provide him with an unlimited service package as he has requested
If [redacted] would like to review further details on how our "Limited state" plans work, he can do so on our website at[redacted]
In closing, while we regret that [redacted] is considering ending his service with us we would like to thank him for his time as a valued customer and extend our regrets for any inconvenience this matter has caused
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4**0, 11, **16/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the regurgitated response there is nothing new and very little to do with my original complaintListening and defending is not customer service I understand if this is viewed by other potential customers it may seem like a good idea but I am sure they can see through it Overage waiving was a solution to the misinformation I was given and slow service It was to help me tolerate what I called to cancel and given hope that a better service would be coming within a couple months I did my part and stuck with it Standing behind what I was told that did not happen When is the service coming? Somebody when I called in **could tell me
Initial Business Response /* (1000, 5, 2017/04/13) */
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light
of the concerns she's raised regarding her service conversion and repairs to her existing internet serviceBased on our review, we recognize necessary repairs to her service were not completed when a conversion to our LTE service was attempted as part of our efforts to improve her service experience and for this we sincerely apologize
Xplornet have since completed an updated work order on April 10th to restore [redacted]'s connection and technicians have reviewed her signal to ensure she is meeting the requirements for her service packageIn addition to the compensation [redacted] was previously provided for her downtime we have also placed a month credit ($[redacted] before tax) on her account in good faith which will be visible on her next monthly invoice
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for her inconvenience and our thanks her for her patience as we worked to rectify her concerns
Sincerely,
Xplornet Communications Inc
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 Xplornet service. Upon receipt of [redacted]’s complaint, a thorough review of the...
account history has been completed in order to address the concerns as outlined in his complaint to the Revdex.com.
Review of the account history shows that [redacted] was installed on July 22, 2017. At the time of installation he was charged $99.00+taxes for the Xplornet Equipment Installation which appeared on his first invoice. Any charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by Xplornet. As such, Xplornet would be unable to refund the amounts paid to [redacted] as they were not billed by Xplornet. Additionally, on November 21, 2017, [redacted] contacted Xplornet as his modem was offline and he was unable to connect to the internet. A recurring discount of $10/month was issued in acknowledgement of the concerns he’d raised with his service for six month duration.
In the interest of resolving [redacted]’s concerns, Xplornet would agree to refund him the $99.00+taxes activation fee paid on the first invoice and extend his recurring discount from six months to twelve months. A neighboring tower to [redacted]’s current tower has recently been upgraded to LTE and would reflect a more positive service experience than the network [redacted] currently connects to. Our records show that local service technicians have determined that [redacted]’s installation would require more height to improve his experience to his existing tower so it would be our recommendation to attempt a repoint to the Trenton POP tower. That being said, due to the difficulties [redacted] has experienced, if he would prefer to terminate his services and seek out another provider Xplornet would not hold him to his contractual obligation and would allow him to cancel with no penalty. Xplornet is available 24/7/365 to best assist and would welcome [redacted] to reach out at his earliest convenience to explore repoint options or process a cancellation for him.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint.
Sincerely, Xplornet Communication.
Initial Business Response /* (**00, 5, 2016/04/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following information is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account...
history in light of the concerns he's raised relating to his installation. Based on our review, we've identified that [redacted]'s installation was completed in December 2013 as part of a 1 year service term which included a 90 day warranty on his installation, a 1 year warranty on labour costs, and a limited lifetime warranty to cover the replacement cost of any defective rental hardware. Since initially bringing his service concerns to our attention technicians have reviewed his system readings and have concluded a work order is necessary.
Recognizing [redacted] was averse to paying any costs associated with the repairs, Xplornet offered a $** 6 month discount to offset a portion of the charge and he agreed to have the work order issued. Unfortunately, when the installer contacted [redacted] to arrange an appointment he declined the work order as he would not agree to any extra costs associated with the service call and followed up to advise us that he had reviewed the installation and would not pay for repairs.
With respect to the concerns raised with his installation, due to the time that has passed since his service activation and where he did not bring any concerns to our attention during his installation warranty period, [redacted] has been advised that he would be responsible for any repair costs not covered by our Service and Warranty terms. That being said, in the interest of reaching an acceptable resolution with [redacted], as a further gesture of good will and in addition to the $** 6 month discount he is receiving, Xplornet will agree to cover a standard in-warranty work order and will make arrangements to have an installer reach out to schedule an updated service call appointment.
In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and hope he will find this to represent an acceptable response. If he would like to review the terms of our Service and Warranty coverage further, all information is readily available on our website [redacted]