Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Im thankful that our years contract is to be removed and shall call to action this.
The service is still not perfect but hopefully overtime will be more reliable when the towers are upgraded.
Thank you for acting as our mediator.
Regards
[redacted]
Initial Business Response /* (1000, 5, **16/08/04) */
Thank you for forwarding the information submitted by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history to...
investigate the difficulties she's reported with her connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her concerns to our attention. Based on our review, we have acknowledged that the network [redacted] connects to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we've identified in her area. While 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 customers. Xplornet's network operations team is monitoring the issue and we can assure [redacted] that we are doing everything within our control to resolve this matter.
Unfortunately, we do not currently have a specific timeframe we are able to provide [redacted] for when this issue will be resolved but we can confirm that upgrades are planned to be completed in her area before the end of the year. In the interim, as [redacted] has noted we have agreed to provide recurring $** service discount and as a gesture of good will we have also applied an additional 1 month credit ($[redacted] tax incl.) to her account.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work towards making network improvements in her area.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the one month free however I would like an update by end of September on a date for resolution. As mentioned it is very difficult to open a Web page. I can understand the clauses regarding service speed however if I can't even use the service at all than it is not acceptable. If after Sept the service continues to be degraded, I would like to look at additional rebates until service is restored to a level where I can browse websites without issues. As well if an upgrade is required than I would like the cost of that to be covered with no locked in contract.
Initial Business Response /* (1000, 5, 2016/06/16) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 reported with his connection relating to his recent service difficulties. First, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for any delays he experienced while we worked to restore his connection.
Based on our review, we've verified that an issue was identified with [redacted]'s connection that required a service call to address and a work order was issued to complete necessary repairs to his rental hardware. Once on site, the installer completed additional work to restore his connection however after the repairs were completed a secondary issue was identified and we regret that this was not addressed at the time of his service call. Once we became aware of the problem we worked to address the issue as quickly as possible and technicians were able to restore [redacted]'s connection on June 7th.
Regrettably, shortly thereafter the [redacted] contacted our Care Centre to request the cancellation of their account and proceeded with the finalization of their Xplornet services on June 10th. While we regret that they have decided to cancel their services, we would like to extend our appreciation for their longstanding time as valued Xplornet customers and wish them all the best moving forward.
In closing, on behalf of Xplornet we would again wish to extend our apologies to [redacted] for any inconvenience he experienced in relation to this issue and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 10, 2016/06/16) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of her account's history in light of...
the concerns she's raised relating to her service cancellation and subsequent recovery of our rental hardware. Based on our review we have confirmed that [redacted]'s account was cancelled as of January 15th, 2016 after Xplornet reach an agreement to waive the remainder of their contract commitment allowing the account to be closed without a cancellation fee.
Following the account's cancellation a work order was issued to recover our rental hardware however once the installer arrived on site it was determined that we would be unable to remove our hardware as the system installed by [redacted] was obstructing access to the equipment. [redacted] was advised that she would need to contact her new provider to arrange to have their equipment temporarily relocated in order to allow us to retrieve our rental hardware and a new work order would be issued once this was completed.
As we were unable to recovery our rental hardware and had not heard back from [redacted] regarding updated recovery arrangements a hardware charge was billed to the account in April '16. On April 14th we confirmed with the full account holder that the hardware charge had been applied and he explained they had contacted [redacted] and would follow up on arrangements to allow us for the equipment recovery. Unfortunately due to an internal oversight an updated work order for the rental hardware's recovery was delay into the following month and for this we sincerely apologize.
At this time we have confirmed that our rental hardware has been successfully recovered and a refund of $[redacted] was issued back to their payment method on file as of June 13th. With respect to the additional charges they incurred as part of their installation, as we note on our website costs associated with an enhanced installation such as installing a pop-up tower or tripod and pole to improve line-of-sight are not covered as part of our basic installation and where these charges are not billed by Xplornet [redacted] would need to speak with the dealership directly to determine if they are eligible for an additional refund.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and we hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 12, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they did not want to retrieve their equipment because of [redacted] but we had it taken down the next day and called them and they chose to not show up for months after multiple calls and emails from uscratch to them Also we have still not received a refund. [redacted] Refund my money.[redacted]
Initial Business Response /* (1000, 10, 2016/04/08) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's raised. Based on our review, we have identified that [redacted]'s Xplornet services were activated on February 18th, 2016 on a 1 year service commitment on our Xplore10 'Limited State' plan ($[redacted]/month before tax); providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a monthly usage allowance of 50GB.
To establish the activation of her account [redacted] was required to complete the verification of her agreement through our Customer Activity Centre, confirming the details of her account information and acknowledging she had read and accepted Xplornet's Terms of Service. Our records reflect that [redacted] completed the activation of her account on February 18th, 2016 through our Customer Activity Centre.
As part of our Terms of Service, Section 3 "The Service and Speed" it is explained that due to the nature of the internet network we are unable to guarantee specific upload or download speeds when navigating to specific sites. It also documents that Xplornet employs traffic management practices to ensure equitable access to the service for all Xplornet subscribers. All information relating to our Terms of Service and Xplornet's traffic management policies are readily available on our website and can be reviewed[redacted]
With respect to her service concerns, Xplornet is committed to working with customers who report problems with their connection to diagnose any issues with their rental hardware or on our network and if necessary issue a work order to resolve. To this end, when [redacted] notified us of an issue with her connection following her installation technical representatives reviewed her system readings to verify she was meeting our service guidelines but were unable to identify any issues with her rental hardware. In good faith, we agreed to have a work order issued to review the connection however as the problem was ultimately identified as a PC issue the work order was declined. When she reported further concerns in March while making payment arrangements, technicians were able to restore her connection by power cycling her modem but did not note any further issues with her service.
That being said, recognizing [redacted] has not been satisfied with her service experience, in the interest of identifying an acceptable resolution we are prepared to waive the remainder of her service contract to allow her to move to a month to month term and would not seek an early cancellation fee in the event that she decides to finalize her service.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope [redacted] will find this to represent an acceptable proposal to resolve her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/07/24) */
Thank you for bringing the information provided by [redacted] to our attention. In 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 service concerns he's reported experiencing. Based on our review and subsequent investigation by our network team, we identified an issue on the access point he connects to for service. Field technicians were dispatched over the weekend to complete repairs and we are monitoring the network's status to verify the issue has been resolved.
In conclusion, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for providing his feedback on his service concerns.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still not repair as of tuesday morning. Still disconnects ! Modem goes out zero or very little upload spedd!
Final Business Response /* (4000, 10, 2017/07/31) */
Thank you for forwarding the additional feedback provided by [redacted] to our attention.
As noted in our initial response, Xplornet identified an issue impacting the access point [redacted] connects to for service. Unfortunately, after monitoring the adjustments that were made on the tower to address the issue we've found the problem has persisted and our Network Team is continuing to monitor the issue as part of their ongoing investigation. Regrettably, we do not currently have an estimated timeframe for resolution.
In the interim, as we continue our investigation we have applied a 1 month credit to [redacted]'s account in good faith and Xplornet will keep him apprised of any further developments as they are available.
Thank you,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for forwarding the information submitted by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account...
history in light of the concerns he's raised regarding his service experience. To this end, we arranged to have a senior technical support representative review his connection and have confirmed his hardware readings are all in line with the requirements for his service package and are not currently indicative of a problem with his signal strength.
With respect to the concerns [redacted] has raised relating to his connection speeds, Xplornet's Terms of Service outline that while we strive to provide the best possible service experience for our customers due to the nature of the internet network we do not guarantee specific upload or download speeds in light of the numerous factors outside of our control which can impact internet speed. Our service is provided on a shared access basis and like all service providers during periods of higher than normal traffic on the network speeds can be affected. Where it is our goal to ensure each customer receives fair and consistent access to the internet, recognizing that a small percentage of our customers are responsible for disproportionate share of data usage on our network, to minimize this impact we have implemented traffic management policies to help maintain the best speeds for the majority of customers.
As a part of the policy, during peak hours (between 8am and 1am local time) traffic to applications that are considered non time-sensitive (such as peer-to-peer file sharing, news groups, and online data storage)are restricted to a peak transfer speed of 300 kbps download and 100 kbps upload. Further details on the traffic management policies implemented on our 4G Fixed Wireless networks can be review on our website[redacted]
Having said this, as a gesture of good faith, Xplornet has agreed to provide [redacted] with a one-time $** discount as part of an upgrade to our 25Mbps service package and he has advised he will downgrade the plan at the end of his billing cycle if he does not find the upgrade to be an improvement. We would also note that if he continues to experiencing issues with his connection speeds and believes there to be an issue with his signal or rental hardware we would encourage him to reach out to our Care Centre[redacted] to speak with a technician to diagnose the issue in real time. Where [redacted]'s system is under warranty, if any hardware or signal related issues are identified a work order will be sent to rectify the issue.
In closing, Xplornet would like to extend our regrets to [redacted] for the difficulties experienced and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 6, 2016/07/29) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
Since receiving notice of his complaint, Xplornet competed a review of [redacted]'s account in light of...
the concerns he's raised relating to the recent conversion of his service to our LTE Fixed Wireless network. Based on our review of the call recording associated with his March 6, 2016 conversion request we have confirmed that [redacted] verbally agreed to accept a 2 year contract renewal in exchange for a reduced $** upgrade fee to convert to our LTE platform.
With that being said, we understand [redacted] 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 conversion. The 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 [redacted] 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 5 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 [redacted] to pay within 5 days.
There are zero issues, setting up a payment via bank payment as usual (Which can take upwards of 5 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,
[redacted]
Final Business Response /* (4000, 10, 2016/08/15) */
Thank you for forwarding the updated response submitted by [redacted] to our attention.
As we noted in our previous response the $** credit we've provided as compensation for [redacted]'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 [redacted]'s payment deadline to his next month's scheduled due date of September 12, 2016 as a gesture of good faith and have notified our billing department to refrain from contacting him further regarding his past due balance. However, we would note that where we have not received a payment from [redacted] 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 [redacted] 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, 10, **16/04/14) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 has reported with his connection speeds. Based on our review, we've identified that [redacted] is currently receiving service through the Telesat KA2 Satellite network on our Share package, providing speeds up to 5Mbps download and up to 1 Mbps upload with a 40GB monthly bandwidth allowance. A senior technician has completed an assessment of [redacted]'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 [redacted]'s area. While 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 [redacted] 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 2 next generation satellites, the first of which is scheduled to be launched later this year and will provide improved service options for our customers. In the interim, as a gesture of good faith we have placed a 6 month $** discount on [redacted]'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 [redacted] and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/21) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 ongoing service concerns he's reported with inconsistent connection speeds. Based on our review, we'd first like to extend our sincere apologies for the difficulties [redacted] has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue.
We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with [redacted] have advised that we've escalated his issue to our Network team. They will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experience. In the interim, we have agreed to provide [redacted] with a 3 month service credit ([redacted], taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available.
In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his continued patience as we investigate his ongoing service concerns.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (**00, 5, 2016/05/26) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history to...
investigate the ongoing issues he has reported with his connection speeds during peak service periods. First, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attention. Based on our review, we have identified that the network he connects to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, our Network Operations team is monitoring the issue and we can assure [redacted] that we are doing everything within our control to improve the network's performance.
Regrettably, as [redacted] has noted, Xplornet does not currently have a specific timeframe for when this issue will be rectified but recognize that this matter has been a source of frustration and for this we apologize. In the interim, as a sign of good faith Xplornet has placed a 1 month credit, along with a recurring 6 month $** service discount on [redacted]'s account and we will continue to keep him informed of updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards improving his service experience on the network.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT THEIR [redacted] RESPONSE.
I accepted an increase in monthly internet costs and loss of unlimited data plan from the new [redacted] Internet provider, with the promise of superior service.
As I've documented to them, I will not accept 0.17 mbps for hours EVERY night with the promise of "upto ** mbps," at $** per month.
I[redacted]
Final Business Response /* (4000, 9, 2016/06/06) */
Thank you for forwarding [redacted]'s rebuttal to our attention. We understand that he is unsatisfied with his service experience and regret the difficulties he's experienced with his connection during peak service periods.
We are aware of the concerns he has noted and have acknowledged that during periods of heavy usage on the network his speeds may be impacted. This is part of a known issue we have identified in the area that we are working to address as we continue to invest in network improvements to enhance performance.
As a further gesture of good faith we have increased the recurring monthly discount that has been applied to [redacted]'s account from $** to $** and have waived the contract renewal agreement associated with his conversion, allowing him to finalize his account without penalty if he remains unsatisfied with his service experience.
In closing, we would again wish to extend our apologies to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Final Consumer Response /* (4200, 11, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An apology and a price rollback to my previous monthly expense from a monopoly provider is not a solution. My problem with EXTREMELY internet service remains -- .17 mbps.
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
Thank you for forwarding Mrs. [redacted]'s complaint to our attention. In response to her concerns, the following is available for review.
Following the receipt of Mrs. [redacted]'s complaint, Xplornet completed a review of her account history in...
light of the service concerns raised relating to the difficulties she's reported experiencing on her current satellite platform. Based on our assessment we have confirmed that recent upgrades have been completed to bring our latest Fixed Wireless 4G LTE technology to the area, and have since followed up with Mrs. [redacted] to review updated service options.
In speaking with Mrs. [redacted], we have reached an agreement allowing her to upgrade to the new platform without a renewed contract commitment and will continue to honor the $30/month recurring discount provided on her account, until [redacted] '**. Xplornet has also agreed to cover the cost of a site survey to ensure they are able to qualify for the service, and a work order has been issued for their conversion. Should they be unable to attain service on our LTE network, Xplornet will not seek early termination fees based on their initial agreement, allowing the [redacted]'s to finalize their account without penalty.
In closing, we hope Mrs. [redacted] will find this to represent a satisfactory response to her concerns and extend our thanks for her patience as we work to have her service conversion completed.
Sincerely,
Xplornet Communication 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 fixed wireless service. Upon 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 everything is operating as expected. That being said, Xplornet acknowledges that during periods of higher utilization on the network [redacted] may experience some degradation in his service experience. To provide additional coverage and capacity to the networks in [redacted]’s area, Xplornet has recently upgraded the tower that he connects to. Additional panels of Xplornet’s LTE fixed wireless service have been added to his tower to provide overlapping coverage and additional capacity. If [redacted] remains unsatisfied with his services, Xplornet would recommend sending a work order to swap his hardware to the new 3.5 GHz LTE fixed wireless hardware and repoint to one of the new sectors. To have a local service technician dispatched to [redacted]’s home to complete the hardware change, we would ask that he call Xplornet at his earliest convenience to set up a work order. Xplornet is available 24/7/365 to best assist.
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
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review. Xplornet has spoken with [redacted] regarding the upgraded service packages offered in his area. The specific package [redacted] referenced in his complaint is not...
available on his existing satellite service platform however it is available in his area as part of an upgrade option on our HJ2 satellite network. To this end, we have reached an agreement with [redacted] to provide a $0 upgrade of his existing service to our HJ2 satellite platform and will arrange for his package to be upgraded to the Xplore25/300GB/$119.99+tax plan once the work order for his service conversion has been completed. In closing, Xplornet would further like to extend its regrets for any inconvenience this caused [redacted] and hope he will find this to represent an acceptable response to his complaint. Sincerely, Xplornet Communications Inc.
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 them.... we need your help to resolve this situation
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 cancellation. Upon...
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]’ account. A credit of $450+taxes has been applied to the account to offset the charges. If [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/365 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, **16/08/12) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 difficulties he's reported with his service experience relating to his connection speeds. Based on our review, we arrange to have a senior technical representative assess his connection and an issue with his signal stability was identified that required a work order to address. Xplornet made arrangements to have a work order issued after speaking with [redacted] about his concerns earlier this week.
Based on the results of his work order, we have seen an improvement to [redacted]'s signal level and the installer noted an increase to his connection speeds after realigning his receiver to an alternate service panel. Xplornet will be continuing to monitor [redacted]'s connection in the coming days and a technician will follow up with him early next week to revisit his service experience.
With that said, as [redacted] has noted we have acknowledged periods of high traffic volume on the network during peak service periods and recognize that during these times his connection speeds may be impacted. As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure [redacted] that our network team doing everything within their control to improve the networks performance and we will continue to work with him to ensure he is receiving the best possible service experience available at his location.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his patience as we continue our investigation into his concerns.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/08/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read over the response from xplornet and there has been no change. Yes a "tech" did realign my receiver to an alternate tower. That being said, I have had technicians here in January, April, and now August. Each time I have been told there is nothing wrong with my signal. Before the "tech" did anything, he checked the signal and informed me that it was well within the parameters to receive internet at or around 10mbps if it were offered. I was informed however, that no matter which tower I was pointed to, the traffic, or congestion as they call it, would affect my speed. I understand that in principal. However, given that my speed fluctuates so much, I am continually kicked off as I am not able to continuously receive even 2mbps. I am using the same tool the "tech" used to determine internet speed. As I am typing this, my speed is 1.9mbps. Yes, at times the speed nears the advertised 5mbps but the norm is hovering around 2mbps. This does not allow any kind of useful internet use other than a smartphone or [redacted] if your into constant buffering.I have even adnusted my viewing to only include standard definition. HD is impossible to obtain. The point is, through the companies own admission, there are too many users on any particular tower at any given time. If the advertised "up to" 5mbps speed is to be obtained, then less users should be permitted to be on any given tower at any given time.[redacted]. The only solution to this issue is a cap on subscribers in this area per tower in order to deliver enough speed to those customers who use the service. Otherwise, add more towers! That too has been the company line now for some time with little to no results in this area.
Final Business Response /* (4000, 9, **16/08/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. We understand that he remains unsatisfied with his service experience following his recent work order completion and regret the problems he's reporting with his connection during peak service periods.
We are aware of the difficulties he has noted and have acknowledged that during periods of heavy usage on the network his connection speeds may be impacted. This is part of a known issue we have identified in the area that we are working to address as we continue to investment in network improvements to enhance performance.
In the interim, while we do not currently have an estimated timeframe for a resolution, as a gesture of good faith we have increased the recurring monthly discount on [redacted]'s account from $** to $**, and have applied a 1 month credit of [redacted] before tax as a further show of good will.
Xplornet remains committed to working with [redacted] in the interest of ensuring that his system is functioning in line with his package requirements however if remains unsatisfied with his experience, he is under no obligation to maintain the service and can cancel at any time.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 relating to the suspension of his account and his past due balance. Based on our assessment, we've confirmed that [redacted]'s account was suspended in accordance with our Terms of Service after he failed to make payment arrangements for his outstanding balance. When contacting our Care Centre [redacted] was advised that he would be required to pay 80% of his past due balance and we would need to wait for receipt of the payment before his account could be unsuspended.
We have investigated the concerns he's raised surrounding the receipt of his monthly invoices, along with his account's past due notices and the automated calls we have placed to notify him that his account is in arrears but have been unable to identify any reason he would not be receiving the notices, having repeatedly verified his contact information to ensure his invoices and notifications were being sent appropriately. All [redacted]'s invoices are also available through his customer portal where he can review and update his contact information directly if he believes there is any incorrect information listed on his account.
Xplornet had initially made a payment arrangement with [redacted] for his past due balance, however as we would not agree to reactivate his account prior to the receipt of his payment he stopped his online transfer and is now requesting that his past due balance be waived due to his inconvenience. While we remain willing to work with [redacted] to set up appropriate payment arrangements on his account, we would not be prepared to waive his outstanding balance as he is responsible for ensuring his payments are up to date and we will only agree to unsuspend his account once a payment has been confirmed.
A supervisor has since spoken with [redacted] to reiterate our position and attempt to work with him to identify if an updated arrangement could be reached. Regrettably, as we would not agree to waive his outstanding balance and unsuspend his service without payment he has chosen to proceed with the cancellation of his account. To this end, [redacted]'s account was finalized on April 13th and we have agreed to backdate his cancellation date to April 6th when his service was suspended for non-payment. A work order has been issued to recover our rental hardware and [redacted] should expect to hear from the dealer shortly to schedule an appointment.
In closing, while we understand [redacted] has decided to finalize his account we would like to extend our regrets for any inconvenience this issue has caused him and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understood that I was past due again, However not receiving a notice of suspension, or even a bill how does one expect to collect money from someone, I spoke with the initial supervisor that night when I first called in she told me if I gave her a REF# she would unsuspend the account and id be on my way, Then I made the payment in full, The account balance would be at $0.00 owing to Xplornet, As soon as I gave her the Reference code from my bank she told me once that payment had been posted to my account my services would be restored and advised me it can take 5-7 business days. Again my main frustration is the lack of [redacted] from xplornet, Every rep and supervisor I spoke to advised me if I would have called in earlier before the account was suspended by the system I could have made payment arrangements. [redacted] a company who should be sending my bills as requested when I signed up for the second time, IN PAPER MAILED TO ME. I get to listen to every supervisor tell me its my responsibility to check my "Portal". I PAY YOU FOR SERVICES AND INVOICE ME CORRECTLY! [redacted] I simply want my services restored and the balance credited to me, [redacted] And as per xplornet wanting to come receive their equipment, I gave 24 hours [redacted] to have the item removed from my property, the Dealer phoned me 4 days later. [redacted]
Final Business Response /* (4000, 9, 2016/04/29) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention.
Based on the documented history of non-payment on his account Xplornet's collections policy required [redacted] to facilitate payment arrangements for 80% of his outstanding balance and his payment would need to be confirmed before his account could be unsuspended. We would note that at the time he submitted his complaint; since the activation of his service in October '15, Xplornet had only received 2 successful payments from [redacted], the most recent being received after his account was similarly suspended for non-payment in January '16.
With respect to the distribution of his monthly invoices, past due and suspension notices, our records reflect that all appropriate notifications were being sent to [redacted] through the contact information on his account which has been repeatedly verified. Further to this, [redacted] has been advised that he maintains the ability to review all invoices on his account through his Xplornet customer portal where he can also review and make adjustments to his contact information along with one-time payment arrangements.
In closing, while we regret that this issue has been an inconvenience for [redacted] and led to his decision to proceed with the termination of his service, we would not be prepared to waive his outstanding balance and maintain that he will remain responsible for the charges owing on his account.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (2000, 6, 2016/06/13) */
Xplornet has contacted us and agreed to resolved this issue with us to our satisfaction. We hope their agreements will be the reality we experience.
Final Consumer Response /* (2000, 9, 2017/06/28) */
June 27, 2017 Update - After learning of my complaints to the Revdex.com (and the CCTS) - Xplornet has attempted to make amends. They have upgraded my system to the more costly LTE-10 service. The service is now approx. 10 Mbps.
Xplornet offered me...
compensation for services not received with 2 months of free service.
I still feel that I (and many other Xplornet customers) have been coerced into paying more money but am satisfied that the company has attempted to address my concerns - and I now have working Internet.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Im thankful that our years contract is to be removed and shall call to action this.
The service is still not perfect but hopefully overtime will be more reliable when the towers are upgraded.
Thank you for acting as our mediator.
Regards
[redacted]
Initial Business Response /* (1000, 5, **16/08/04) */
Thank you for forwarding the information submitted by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history to...
investigate the difficulties she's reported with her connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her concerns to our attention. Based on our review, we have acknowledged that the network [redacted] connects to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we've identified in her area. While 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 customers. Xplornet's network operations team is monitoring the issue and we can assure [redacted] that we are doing everything within our control to resolve this matter.
Unfortunately, we do not currently have a specific timeframe we are able to provide [redacted] for when this issue will be resolved but we can confirm that upgrades are planned to be completed in her area before the end of the year. In the interim, as [redacted] has noted we have agreed to provide recurring $** service discount and as a gesture of good will we have also applied an additional 1 month credit ($[redacted] tax incl.) to her account.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work towards making network improvements in her area.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the one month free however I would like an update by end of September on a date for resolution. As mentioned it is very difficult to open a Web page. I can understand the clauses regarding service speed however if I can't even use the service at all than it is not acceptable. If after Sept the service continues to be degraded, I would like to look at additional rebates until service is restored to a level where I can browse websites without issues. As well if an upgrade is required than I would like the cost of that to be covered with no locked in contract.
Initial Business Response /* (1000, 5, 2016/06/16) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 reported with his connection relating to his recent service difficulties. First, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for any delays he experienced while we worked to restore his connection.
Based on our review, we've verified that an issue was identified with [redacted]'s connection that required a service call to address and a work order was issued to complete necessary repairs to his rental hardware. Once on site, the installer completed additional work to restore his connection however after the repairs were completed a secondary issue was identified and we regret that this was not addressed at the time of his service call. Once we became aware of the problem we worked to address the issue as quickly as possible and technicians were able to restore [redacted]'s connection on June 7th.
Regrettably, shortly thereafter the [redacted] contacted our Care Centre to request the cancellation of their account and proceeded with the finalization of their Xplornet services on June 10th. While we regret that they have decided to cancel their services, we would like to extend our appreciation for their longstanding time as valued Xplornet customers and wish them all the best moving forward.
In closing, on behalf of Xplornet we would again wish to extend our apologies to [redacted] for any inconvenience he experienced in relation to this issue and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 10, 2016/06/16) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of her account's history in light of...
the concerns she's raised relating to her service cancellation and subsequent recovery of our rental hardware. Based on our review we have confirmed that [redacted]'s account was cancelled as of January 15th, 2016 after Xplornet reach an agreement to waive the remainder of their contract commitment allowing the account to be closed without a cancellation fee.
Following the account's cancellation a work order was issued to recover our rental hardware however once the installer arrived on site it was determined that we would be unable to remove our hardware as the system installed by [redacted] was obstructing access to the equipment. [redacted] was advised that she would need to contact her new provider to arrange to have their equipment temporarily relocated in order to allow us to retrieve our rental hardware and a new work order would be issued once this was completed.
As we were unable to recovery our rental hardware and had not heard back from [redacted] regarding updated recovery arrangements a hardware charge was billed to the account in April '16. On April 14th we confirmed with the full account holder that the hardware charge had been applied and he explained they had contacted [redacted] and would follow up on arrangements to allow us for the equipment recovery. Unfortunately due to an internal oversight an updated work order for the rental hardware's recovery was delay into the following month and for this we sincerely apologize.
At this time we have confirmed that our rental hardware has been successfully recovered and a refund of $[redacted] was issued back to their payment method on file as of June 13th. With respect to the additional charges they incurred as part of their installation, as we note on our website costs associated with an enhanced installation such as installing a pop-up tower or tripod and pole to improve line-of-sight are not covered as part of our basic installation and where these charges are not billed by Xplornet [redacted] would need to speak with the dealership directly to determine if they are eligible for an additional refund.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and we hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 12, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they did not want to retrieve their equipment because of [redacted] but we had it taken down the next day and called them and they chose to not show up for months after multiple calls and emails from uscratch to them Also we have still not received a refund. [redacted] Refund my money.[redacted]
Initial Business Response /* (1000, 10, 2016/04/08) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's raised. Based on our review, we have identified that [redacted]'s Xplornet services were activated on February 18th, 2016 on a 1 year service commitment on our Xplore10 'Limited State' plan ($[redacted]/month before tax); providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a monthly usage allowance of 50GB.
To establish the activation of her account [redacted] was required to complete the verification of her agreement through our Customer Activity Centre, confirming the details of her account information and acknowledging she had read and accepted Xplornet's Terms of Service. Our records reflect that [redacted] completed the activation of her account on February 18th, 2016 through our Customer Activity Centre.
As part of our Terms of Service, Section 3 "The Service and Speed" it is explained that due to the nature of the internet network we are unable to guarantee specific upload or download speeds when navigating to specific sites. It also documents that Xplornet employs traffic management practices to ensure equitable access to the service for all Xplornet subscribers. All information relating to our Terms of Service and Xplornet's traffic management policies are readily available on our website and can be reviewed[redacted]
With respect to her service concerns, Xplornet is committed to working with customers who report problems with their connection to diagnose any issues with their rental hardware or on our network and if necessary issue a work order to resolve. To this end, when [redacted] notified us of an issue with her connection following her installation technical representatives reviewed her system readings to verify she was meeting our service guidelines but were unable to identify any issues with her rental hardware. In good faith, we agreed to have a work order issued to review the connection however as the problem was ultimately identified as a PC issue the work order was declined. When she reported further concerns in March while making payment arrangements, technicians were able to restore her connection by power cycling her modem but did not note any further issues with her service.
That being said, recognizing [redacted] has not been satisfied with her service experience, in the interest of identifying an acceptable resolution we are prepared to waive the remainder of her service contract to allow her to move to a month to month term and would not seek an early cancellation fee in the event that she decides to finalize her service.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and hope [redacted] will find this to represent an acceptable proposal to resolve her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/07/24) */
Thank you for bringing the information provided by [redacted] to our attention. In 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 service concerns he's reported experiencing. Based on our review and subsequent investigation by our network team, we identified an issue on the access point he connects to for service. Field technicians were dispatched over the weekend to complete repairs and we are monitoring the network's status to verify the issue has been resolved.
In conclusion, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for providing his feedback on his service concerns.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still not repair as of tuesday morning. Still disconnects ! Modem goes out zero or very little upload spedd!
Final Business Response /* (4000, 10, 2017/07/31) */
Thank you for forwarding the additional feedback provided by [redacted] to our attention.
As noted in our initial response, Xplornet identified an issue impacting the access point [redacted] connects to for service. Unfortunately, after monitoring the adjustments that were made on the tower to address the issue we've found the problem has persisted and our Network Team is continuing to monitor the issue as part of their ongoing investigation. Regrettably, we do not currently have an estimated timeframe for resolution.
In the interim, as we continue our investigation we have applied a 1 month credit to [redacted]'s account in good faith and Xplornet will keep him apprised of any further developments as they are available.
Thank you,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for forwarding the information submitted by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account...
history in light of the concerns he's raised regarding his service experience. To this end, we arranged to have a senior technical support representative review his connection and have confirmed his hardware readings are all in line with the requirements for his service package and are not currently indicative of a problem with his signal strength.
With respect to the concerns [redacted] has raised relating to his connection speeds, Xplornet's Terms of Service outline that while we strive to provide the best possible service experience for our customers due to the nature of the internet network we do not guarantee specific upload or download speeds in light of the numerous factors outside of our control which can impact internet speed. Our service is provided on a shared access basis and like all service providers during periods of higher than normal traffic on the network speeds can be affected. Where it is our goal to ensure each customer receives fair and consistent access to the internet, recognizing that a small percentage of our customers are responsible for disproportionate share of data usage on our network, to minimize this impact we have implemented traffic management policies to help maintain the best speeds for the majority of customers.
As a part of the policy, during peak hours (between 8am and 1am local time) traffic to applications that are considered non time-sensitive (such as peer-to-peer file sharing, news groups, and online data storage)are restricted to a peak transfer speed of 300 kbps download and 100 kbps upload. Further details on the traffic management policies implemented on our 4G Fixed Wireless networks can be review on our website[redacted]
Having said this, as a gesture of good faith, Xplornet has agreed to provide [redacted] with a one-time $** discount as part of an upgrade to our 25Mbps service package and he has advised he will downgrade the plan at the end of his billing cycle if he does not find the upgrade to be an improvement. We would also note that if he continues to experiencing issues with his connection speeds and believes there to be an issue with his signal or rental hardware we would encourage him to reach out to our Care Centre[redacted] to speak with a technician to diagnose the issue in real time. Where [redacted]'s system is under warranty, if any hardware or signal related issues are identified a work order will be sent to rectify the issue.
In closing, Xplornet would like to extend our regrets to [redacted] for the difficulties experienced and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 6, 2016/07/29) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
Since receiving notice of his complaint, Xplornet competed a review of [redacted]'s account in light of...
the concerns he's raised relating to the recent conversion of his service to our LTE Fixed Wireless network. Based on our review of the call recording associated with his March 6, 2016 conversion request we have confirmed that [redacted] verbally agreed to accept a 2 year contract renewal in exchange for a reduced $** upgrade fee to convert to our LTE platform.
With that being said, we understand [redacted] 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 conversion. The 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 [redacted] 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 5 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 [redacted] to pay within 5 days.
There are zero issues, setting up a payment via bank payment as usual (Which can take upwards of 5 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,
[redacted]
Final Business Response /* (4000, 10, 2016/08/15) */
Thank you for forwarding the updated response submitted by [redacted] to our attention.
As we noted in our previous response the $** credit we've provided as compensation for [redacted]'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 [redacted]'s payment deadline to his next month's scheduled due date of September 12, 2016 as a gesture of good faith and have notified our billing department to refrain from contacting him further regarding his past due balance. However, we would note that where we have not received a payment from [redacted] 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 [redacted] 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, 10, **16/04/14) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 has reported with his connection speeds. Based on our review, we've identified that [redacted] is currently receiving service through the Telesat KA2 Satellite network on our Share package, providing speeds up to 5Mbps download and up to 1 Mbps upload with a 40GB monthly bandwidth allowance. A senior technician has completed an assessment of [redacted]'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 [redacted]'s area. While 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 [redacted] 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 2 next generation satellites, the first of which is scheduled to be launched later this year and will provide improved service options for our customers. In the interim, as a gesture of good faith we have placed a 6 month $** discount on [redacted]'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 [redacted] and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/21) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 ongoing service concerns he's reported with inconsistent connection speeds. Based on our review, we'd first like to extend our sincere apologies for the difficulties [redacted] has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue.
We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with [redacted] have advised that we've escalated his issue to our Network team. They will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experience. In the interim, we have agreed to provide [redacted] with a 3 month service credit ([redacted], taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available.
In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his continued patience as we investigate his ongoing service concerns.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (**00, 5, 2016/05/26) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history to...
investigate the ongoing issues he has reported with his connection speeds during peak service periods. First, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attention. Based on our review, we have identified that the network he connects to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, our Network Operations team is monitoring the issue and we can assure [redacted] that we are doing everything within our control to improve the network's performance.
Regrettably, as [redacted] has noted, Xplornet does not currently have a specific timeframe for when this issue will be rectified but recognize that this matter has been a source of frustration and for this we apologize. In the interim, as a sign of good faith Xplornet has placed a 1 month credit, along with a recurring 6 month $** service discount on [redacted]'s account and we will continue to keep him informed of updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards improving his service experience on the network.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT THEIR [redacted] RESPONSE.
I accepted an increase in monthly internet costs and loss of unlimited data plan from the new [redacted] Internet provider, with the promise of superior service.
As I've documented to them, I will not accept 0.17 mbps for hours EVERY night with the promise of "upto ** mbps," at $** per month.
I[redacted]
Final Business Response /* (4000, 9, 2016/06/06) */
Thank you for forwarding [redacted]'s rebuttal to our attention. We understand that he is unsatisfied with his service experience and regret the difficulties he's experienced with his connection during peak service periods.
We are aware of the concerns he has noted and have acknowledged that during periods of heavy usage on the network his speeds may be impacted. This is part of a known issue we have identified in the area that we are working to address as we continue to invest in network improvements to enhance performance.
As a further gesture of good faith we have increased the recurring monthly discount that has been applied to [redacted]'s account from $** to $** and have waived the contract renewal agreement associated with his conversion, allowing him to finalize his account without penalty if he remains unsatisfied with his service experience.
In closing, we would again wish to extend our apologies to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Final Consumer Response /* (4200, 11, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An apology and a price rollback to my previous monthly expense from a monopoly provider is not a solution. My problem with EXTREMELY internet service remains -- .17 mbps.
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
Thank you for forwarding Mrs. [redacted]'s complaint to our attention. In response to her concerns, the following is available for review.
Following the receipt of Mrs. [redacted]'s complaint, Xplornet completed a review of her account history in...
light of the service concerns raised relating to the difficulties she's reported experiencing on her current satellite platform. Based on our assessment we have confirmed that recent upgrades have been completed to bring our latest Fixed Wireless 4G LTE technology to the area, and have since followed up with Mrs. [redacted] to review updated service options.
In speaking with Mrs. [redacted], we have reached an agreement allowing her to upgrade to the new platform without a renewed contract commitment and will continue to honor the $30/month recurring discount provided on her account, until [redacted] '**. Xplornet has also agreed to cover the cost of a site survey to ensure they are able to qualify for the service, and a work order has been issued for their conversion. Should they be unable to attain service on our LTE network, Xplornet will not seek early termination fees based on their initial agreement, allowing the [redacted]'s to finalize their account without penalty.
In closing, we hope Mrs. [redacted] will find this to represent a satisfactory response to her concerns and extend our thanks for her patience as we work to have her service conversion completed.
Sincerely,
Xplornet Communication 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 fixed wireless service. Upon 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 everything is operating as expected. That being said, Xplornet acknowledges that during periods of higher utilization on the network [redacted] may experience some degradation in his service experience. To provide additional coverage and capacity to the networks in [redacted]’s area, Xplornet has recently upgraded the tower that he connects to. Additional panels of Xplornet’s LTE fixed wireless service have been added to his tower to provide overlapping coverage and additional capacity. If [redacted] remains unsatisfied with his services, Xplornet would recommend sending a work order to swap his hardware to the new 3.5 GHz LTE fixed wireless hardware and repoint to one of the new sectors. To have a local service technician dispatched to [redacted]’s home to complete the hardware change, we would ask that he call Xplornet at his earliest convenience to set up a work order. Xplornet is available 24/7/365 to best assist.
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
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review. Xplornet has spoken with [redacted] regarding the upgraded service packages offered in his area. The specific package [redacted] referenced in his complaint is not...
available on his existing satellite service platform however it is available in his area as part of an upgrade option on our HJ2 satellite network. To this end, we have reached an agreement with [redacted] to provide a $0 upgrade of his existing service to our HJ2 satellite platform and will arrange for his package to be upgraded to the Xplore25/300GB/$119.99+tax plan once the work order for his service conversion has been completed. In closing, Xplornet would further like to extend its regrets for any inconvenience this caused [redacted] and hope he will find this to represent an acceptable response to his complaint. Sincerely, Xplornet Communications Inc.
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 them.... we need your help to resolve this situation
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 cancellation. Upon...
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]’ account. A credit of $450+taxes has been applied to the account to offset the charges. If [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/365 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, **16/08/12) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 difficulties he's reported with his service experience relating to his connection speeds. Based on our review, we arrange to have a senior technical representative assess his connection and an issue with his signal stability was identified that required a work order to address. Xplornet made arrangements to have a work order issued after speaking with [redacted] about his concerns earlier this week.
Based on the results of his work order, we have seen an improvement to [redacted]'s signal level and the installer noted an increase to his connection speeds after realigning his receiver to an alternate service panel. Xplornet will be continuing to monitor [redacted]'s connection in the coming days and a technician will follow up with him early next week to revisit his service experience.
With that said, as [redacted] has noted we have acknowledged periods of high traffic volume on the network during peak service periods and recognize that during these times his connection speeds may be impacted. As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure [redacted] that our network team doing everything within their control to improve the networks performance and we will continue to work with him to ensure he is receiving the best possible service experience available at his location.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his patience as we continue our investigation into his concerns.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/08/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read over the response from xplornet and there has been no change. Yes a "tech" did realign my receiver to an alternate tower. That being said, I have had technicians here in January, April, and now August. Each time I have been told there is nothing wrong with my signal. Before the "tech" did anything, he checked the signal and informed me that it was well within the parameters to receive internet at or around 10mbps if it were offered. I was informed however, that no matter which tower I was pointed to, the traffic, or congestion as they call it, would affect my speed. I understand that in principal. However, given that my speed fluctuates so much, I am continually kicked off as I am not able to continuously receive even 2mbps. I am using the same tool the "tech" used to determine internet speed. As I am typing this, my speed is 1.9mbps. Yes, at times the speed nears the advertised 5mbps but the norm is hovering around 2mbps. This does not allow any kind of useful internet use other than a smartphone or [redacted] if your into constant buffering.I have even adnusted my viewing to only include standard definition. HD is impossible to obtain. The point is, through the companies own admission, there are too many users on any particular tower at any given time. If the advertised "up to" 5mbps speed is to be obtained, then less users should be permitted to be on any given tower at any given time.[redacted]. The only solution to this issue is a cap on subscribers in this area per tower in order to deliver enough speed to those customers who use the service. Otherwise, add more towers! That too has been the company line now for some time with little to no results in this area.
Final Business Response /* (4000, 9, **16/08/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. We understand that he remains unsatisfied with his service experience following his recent work order completion and regret the problems he's reporting with his connection during peak service periods.
We are aware of the difficulties he has noted and have acknowledged that during periods of heavy usage on the network his connection speeds may be impacted. This is part of a known issue we have identified in the area that we are working to address as we continue to investment in network improvements to enhance performance.
In the interim, while we do not currently have an estimated timeframe for a resolution, as a gesture of good faith we have increased the recurring monthly discount on [redacted]'s account from $** to $**, and have applied a 1 month credit of [redacted] before tax as a further show of good will.
Xplornet remains committed to working with [redacted] in the interest of ensuring that his system is functioning in line with his package requirements however if remains unsatisfied with his experience, he is under no obligation to maintain the service and can cancel at any time.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In 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 relating to the suspension of his account and his past due balance. Based on our assessment, we've confirmed that [redacted]'s account was suspended in accordance with our Terms of Service after he failed to make payment arrangements for his outstanding balance. When contacting our Care Centre [redacted] was advised that he would be required to pay 80% of his past due balance and we would need to wait for receipt of the payment before his account could be unsuspended.
We have investigated the concerns he's raised surrounding the receipt of his monthly invoices, along with his account's past due notices and the automated calls we have placed to notify him that his account is in arrears but have been unable to identify any reason he would not be receiving the notices, having repeatedly verified his contact information to ensure his invoices and notifications were being sent appropriately. All [redacted]'s invoices are also available through his customer portal where he can review and update his contact information directly if he believes there is any incorrect information listed on his account.
Xplornet had initially made a payment arrangement with [redacted] for his past due balance, however as we would not agree to reactivate his account prior to the receipt of his payment he stopped his online transfer and is now requesting that his past due balance be waived due to his inconvenience. While we remain willing to work with [redacted] to set up appropriate payment arrangements on his account, we would not be prepared to waive his outstanding balance as he is responsible for ensuring his payments are up to date and we will only agree to unsuspend his account once a payment has been confirmed.
A supervisor has since spoken with [redacted] to reiterate our position and attempt to work with him to identify if an updated arrangement could be reached. Regrettably, as we would not agree to waive his outstanding balance and unsuspend his service without payment he has chosen to proceed with the cancellation of his account. To this end, [redacted]'s account was finalized on April 13th and we have agreed to backdate his cancellation date to April 6th when his service was suspended for non-payment. A work order has been issued to recover our rental hardware and [redacted] should expect to hear from the dealer shortly to schedule an appointment.
In closing, while we understand [redacted] has decided to finalize his account we would like to extend our regrets for any inconvenience this issue has caused him and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understood that I was past due again, However not receiving a notice of suspension, or even a bill how does one expect to collect money from someone, I spoke with the initial supervisor that night when I first called in she told me if I gave her a REF# she would unsuspend the account and id be on my way, Then I made the payment in full, The account balance would be at $0.00 owing to Xplornet, As soon as I gave her the Reference code from my bank she told me once that payment had been posted to my account my services would be restored and advised me it can take 5-7 business days. Again my main frustration is the lack of [redacted] from xplornet, Every rep and supervisor I spoke to advised me if I would have called in earlier before the account was suspended by the system I could have made payment arrangements. [redacted] a company who should be sending my bills as requested when I signed up for the second time, IN PAPER MAILED TO ME. I get to listen to every supervisor tell me its my responsibility to check my "Portal". I PAY YOU FOR SERVICES AND INVOICE ME CORRECTLY! [redacted] I simply want my services restored and the balance credited to me, [redacted] And as per xplornet wanting to come receive their equipment, I gave 24 hours [redacted] to have the item removed from my property, the Dealer phoned me 4 days later. [redacted]
Final Business Response /* (4000, 9, 2016/04/29) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention.
Based on the documented history of non-payment on his account Xplornet's collections policy required [redacted] to facilitate payment arrangements for 80% of his outstanding balance and his payment would need to be confirmed before his account could be unsuspended. We would note that at the time he submitted his complaint; since the activation of his service in October '15, Xplornet had only received 2 successful payments from [redacted], the most recent being received after his account was similarly suspended for non-payment in January '16.
With respect to the distribution of his monthly invoices, past due and suspension notices, our records reflect that all appropriate notifications were being sent to [redacted] through the contact information on his account which has been repeatedly verified. Further to this, [redacted] has been advised that he maintains the ability to review all invoices on his account through his Xplornet customer portal where he can also review and make adjustments to his contact information along with one-time payment arrangements.
In closing, while we regret that this issue has been an inconvenience for [redacted] and led to his decision to proceed with the termination of his service, we would not be prepared to waive his outstanding balance and maintain that he will remain responsible for the charges owing on his account.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (2000, 6, 2016/06/13) */
Xplornet has contacted us and agreed to resolved this issue with us to our satisfaction. We hope their agreements will be the reality we experience.
Final Consumer Response /* (2000, 9, 2017/06/28) */
June 27, 2017 Update - After learning of my complaints to the Revdex.com (and the CCTS) - Xplornet has attempted to make amends. They have upgraded my system to the more costly LTE-10 service. The service is now approx. 10 Mbps.
Xplornet offered me...
compensation for services not received with 2 months of free service.
I still feel that I (and many other Xplornet customers) have been coerced into paying more money but am satisfied that the company has attempted to address my concerns - and I now have working Internet.