Initial Business Response /* (1000, 5, 2016/09/16) */
Thank you for forwarding the information provided 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 complaint in...
order to address the concerns that he's reported relating to his service experience. Our records show that we have recently been in contact with [redacted] to address the technical issues he has been experiencing with his LTE Fixed Wireless service since the conversion in June 2016 and a work order has been completed to improve his service experience.
Upon completion of the work order, our technicians have reviewed his connection and have determined that the signal coming through the subscriber module is performing optimally and as expected. Review of the network that [redacted] connects to also shows that the traffic levels are relatively low and that he should be seeing a positive service experience moving forward.
In light of the concerns that [redacted] has raised, Xplornet would like to offer him a 2 month service credit onto his next invoice. This would show as a credit of $[redacted] and go towards future months of 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 attention. We hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience
Initial Consumer Rebuttal /* (3000, 7, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
tHE RESPONSE DOES I WILL ACCEPT THE $[redacted] FOR ALL THE WASTED TIME AND [redacted] SERVICE, EG BEING UPGRADED BY SALES AND THEN FINDING OUT, [redacted], FROM THE TECHY THAT xPLORONET DID NOT HAVE CAPABILITY TO DELIVER.
Now that they have sent Audio source on site, finally, let's see if the problem is fixed.
Final Consumer Response /* (2000, 8, 2016/09/20) */
Initial Business Response /* (1000, 10, 2016/02/26) */
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]' account history in...
light of the concerns he's raised relating to the cancellation of his account and refund request. Based on our records, Xplornet received a cancellation inquiry from [redacted] in [redacted] however as she was not the registered account holder she was advised we would need to speak with [redacted] to complete the finalization of the account. Xplornet did not hear from [redacted] until [redacted] when he contacted us by email to inquire about the finalization of his account. At that time, he was advised that due to privacy regulations we would be unable to complete his cancellation request through email and would need to speak with him by phone for verification before his account could be finalized. Unfortunately, where we did not hear back from [redacted] to complete the cancellation, his account remained active and he continued to be billed in line with the terms of his service agreement.
To this end, recognizing [redacted] intention to cancel his services based on his [redacted] email we are prepared to backdate the cancellation of his account to [redacted] and once completed all charges billed since this date will be refunded back to his bank account. Where our records reflect that [redacted] remains in possession of Xplornet's rental hardware we have also been attempting to reach him at the contact number provided to determine if arrangements can be made to recover our equipment however as his the number is no longer listed as in service, we are currently waiting on his response through email.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope that in agreeing to backdate his cancellation he will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 12, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our phone # on their records is in service. What is the amount that will be refunded to us and when can we expect to receive it?
Initial Business Response /* (1000, 5, 2016/01/12) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history...
relating to the charge she was billed for the replacement cost of her service modem. Based on our review, we have agreed to meet [redacted]'s desired resolution and wish to extend our regrets for any inconvenience this matter has caused.
To this end, we have instructed our billing department to refund the $[redacted] hardware charge that was billed to her account following the partial reversal of the charge that was completed after recovering our satellite receiver. Once the charge has been reversed a refund will be issued back to [redacted]'s credit card within the next 5-7 business days.
In closing, we hope that in agreeing to meet [redacted]'s desired resolution she will find this to represent an acceptable response to her complaint and thank her for her patience while we completed a review of this matter.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for being the facilitator in this favorable outcome! I am impressed.
Thank you Xplornet very much for considering and following through with the resolution. It is much appreciated by my husband and I.
This was exactly the resolution I was seeking but was not sure would come to fruition, so I can say I am thrilled that it did.
I will await the refund and contact Xplornet if I have not seen it appear on my credit card in 10+ business days.
[redacted]
Final Consumer Response /* (2000, 16, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I received the remaining refund today so we can consider this case closed and satisfied!
[redacted]
Final Business Response /* (4000, 14, 2016/01/27) */
Thank you for forwarding the response provided by [redacted] to our attention.
In receiving her update, Xplornet forwarded [redacted]'s concerns to our Billing department to review the status of her refund which was recorded as having been completed on January 14th. Based on their review we were able to confirm that while her account was credited for the full $[redacted] hardware charge, due to her earlier payment the refund was processed in 2 separate parts. Regrettably, as [redacted] has noted, only one portion of her refund, the $[redacted] was completed on January 14th and we sincerely apologize for this oversight.
Once we identified the issue [redacted]'s refund was processed for the remaining $[redacted] on January 25th and she should expect to see the fund returned to her credit card within the next 24-48 hours.
In closing, on behalf of Xplornet we would like to extend our sincere apologies for any inconvenience this may have caused [redacted] and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/09/28) */
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] account in light of...
the concerns he's reported with his connection speeds. Based on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]' 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 connection, our Network and Engineering teams are working to address the issue and we can assure [redacted] that Xplornet is doing everything within our control to improve the network's performance.
Xplornet does not presently have a timeframe for when this issue will be rectified but as a sign of good faith we have applied a 1 month credit of $[redacted] (tax incl.) to his account and have increased his existing service discount from $** to $**. [redacted] is also currently on a month to month term and maintains the option to end his agreement at any time if he remains unsatisfied.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his patience as we continue to work towards improving the service experience in his area.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2017/06/05) */
Thank you for bringing 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 and...
in revisiting our earlier decision; we have agreed to waive the remainder of the early cancellation fees billed to her account. A credit of $[redacted] (before tax) has been applied to [redacted]'s account to offset her early cancellation fee, in full.
In closing, we would like to thank [redacted] for her patience as we reviewed her complaint and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept as it was the end result I was looking for. Thank you for helping me look after this matter Revdex.com.
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 8 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]
[redacted]
Initial Business Response /* (1000, 5, 2016/11/03) */
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] account in light of...
his contract inquiry and the early cancellation policy associated with his service agreement. Based on our review, our records reflect that [redacted] agreed to terms on a 3 year service commitment beginning on August 14, 2015 in exchange for a reduced one time activation fee and free basic installation, however as a show of good will and in the interest of reaching an acceptable resolution Xplornet is prepared to reduce his early cancellation fee from $** (before tax).
While we hope [redacted] will reconsider ending his service with us, in the event he does proceed with the finalization of his account, he will simply need to contact our Care Centre at [redacted] to confirm his cancellation date and arrangements will be made to recover the rental hardware in his possession.
In closing, on behalf of Xplornet we would like to extend our thanks for [redacted] for his patience as we reviewed his concerns and hope he will find this to represent an acceptable arrangement to resolve his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, [redacted] contacted our Care Centre to follow up on the...
speed concerns he first reported to us on [redacted] and initially requested his account be finalized. In speaking with a representative from our Loyalty team, Xplornet was able to work out an agreement with [redacted] to cover an in warranty service call to replace any fault rental hardware along with a 2 month service credit issued to his account in good faith.
The work order was completed on [redacted] at which time the installer replaced [redacted]'s power supply to address errors which were identified with his hardware readings and confirmed all signal levels were in line with service requirements. Xplornet has also made [redacted] aware of upgrades that are scheduled to be completed later this fall to bring our new Fixed Wireless LTE services to his area, providing him with additional upgrade options should he experience any further issues with his current legacy system. Following the completion of the work order we have not received any further service concerns reported by [redacted].
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we worked to address his concerns. We hope he will find this to be an acceptable response.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There evidently a disconnect between the Care Centre and the Repair Centre.
For the record, "Yes" I called to have my service disconnected due to the slow internet service and lack of support of the same. Not once was a technician sent to my house to inspect my equipment to ensure there was no mechanical / electrical issues. The Loyalty Team member agreed that someone should have come to check things out. The member also stated that they would give me 2 months free service so that in that time frame my service would we switched to the new service for improved quality also free of charge.
Now, having said that, the service technician came to my house, found nothing wrong with the equipment or signal strength ( DID NOT CHANGE THE POWER SUPPLY)and also stated the slow speeds are due to overloading of the towers.
I find Xplornets reply insulting and non factual. [redacted]
As stated earlier I excepted the offer of 2 months free service until I am switched to the new LTE service which also was offered at no charge.[redacted]
Final Business Response /* (4000, 9, 2015/10/23) */
Thank you for forwarding the updated response provided by [redacted].
Xplornet recognizes that in certain areas serviced by our [redacted] network, based on the shared access nature of the service, slowdowns during periods of heavy usage can occur. We are working as quickly as possible to upgrade and expand coverage on our LTE network to [redacted]'s area in the interest of improving his service experience. In the interim, he has accepted the offer presented by our Loyalty team and we will be contacting him as soon as he is eligible to be converted. If we are unable to complete his conversion within the timeframe provided, or he is not satisfied with his experience following the upgrade, he would be under no obligation to maintain the service and would not be billed a cancellation penalty.
With respect to his recent work order, we have forwarded the feedback he has provided based on his experience with the dealer. The installer's records note that the power supply was replaced, if this was not completed as reported, Xplornet would be willing to have an installer sent back out at [redacted]'s request. If he would like to have this arranged, he can do so by contacting our Care Centre at [redacted] and a new work order will be issued.
In closing, Xplornet would again wish to extend our apologies for any frustration this matter has caused [redacted] and we look forward to the timely completion of LTE upgrades in his area to improve his service experience.
[redacted]
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.
Once I receive a revised invoice I will pay the balance.
Initial Business Response /* (1000, 5, 2016/02/15) */
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 an updated review of [redacted]'s account...
history in light of the concerns he's expressed with his service experience on our legacy Canopy Fixed Wireless network and his request to be converted to our LTE Fixed Wireless service.
Based on our review, Xplornet's records reflect that our loyalty department reached an arrangement with [redacted] in [redacted] to provide a 2 month credit to his account until upgrades were completed to bring LTE coverage to his area. LTE Upgrades were finalized on several area towers in late [redacted] and Xplornet extended a further 1 month credit to [redacted]'s account while arranging to have a work order completed to determine if his location had sufficient signal available for a conversion. Regrettably, after hearing back from the dealer, they've advised that [redacted]'s location does not have sufficient line of sight for service on our LTE network based on our current coverage.
To this end, Xplornet has offered to provide [redacted] with a recurring discount until further upgrades are completed and we can reassess his location for LTE service however we have explained that we could not continue to provide him with service at no cost. Unfortunately, as [redacted] has maintained he will not pay for the service, he chose to proceed with the finalization of his account and his services were cancelled on February [redacted]
In closing, while we regret that [redacted] has chosen to end his service with us, we would like to thank him for his time as a valued Xplornet customer and hope he will consider returning once further LTE upgrades are completed in his area.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately Xplornet's offer of free service was to be until I had the upgrade. I feel their offer wasn't done in good faith as I was told the new service would be completed by [redacted] at the latest. [redacted]
Xplornet [redacted] the Tower thus providing providing sub stanstandard service to paying customers.
The poor service has been going on for a long time. I wonder if I was to have paid a percentage of my bill, how long before they would have shut off my service.
As far as my line of sight no one from Xplornet has come to my house to indeed verify this.
Where I live, it is a small community who have been stuck with only one provider. [redacted]
I believe Xplornet has an obligation to fully compensate me for my substandard services until such time I am converted to the new LTE service as offered last year. Failure to comply may result in further action to receive compensation for services not rendered as per my original contract, that being a minimum of 3mg - maximum 5mg download service.
Final Business Response /* (4000, 9, 2016/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
The original agreement Xplornet reached with [redacted] was to provide a 2 month service credit to offset his existing service charges until LTE upgrades were completed in his area in [redacted]. Once the upgrades were completed, Xplornet arranged to have a work order dispatched to survey his location and provided an additional 1 month credit to his account. Regrettably, after heaving back from the dealer they advised [redacted]'s location is too far from the upgraded sites to receive service and that a conversion could not be attempted until further upgrades are completed in the coming months.
To this end, Xplornet has explained to [redacted] that while we would not be able to continue providing him with free service, we would be prepared to offer him a recurring discount until we could reassess his location once further tower upgrades are completed in the area. Unfortunately, as [redacted] did not find this to be an acceptable offer, he chose to finalize his account and his cancellation was completed on [redacted]
With respect to the service [redacted] had been receiving on our legacy Canopy Fixed Wireless network, as we've previously acknowledged, due to the shared access nature of the service slowdowns during periods of heavy usage can occur. While our Terms of Service note that we're unable to guarantee specific upload or download speeds, we are committed to providing the best service experience available to our customers and can assure [redacted] we have not knowingly oversubscribed his network. That being said, as usage has increased over time it has necessitated investing in upgrades to bring new technologies to the area to provide service options that we're unable to offer on our legacy networks.
In closing, Xplornet would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused along with his decision to end his service and hope he will give consideration to returning as we continue to expand our LTE network in the area.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again Xplornet replies with untruths. The Tower in question did not go up. The Canopy Tower that I am on did indeed get overloaded with new subscribers. My service has gone from an average of 3mg to 0.20mg. This is equivalent to the 90's dial up service with a 14.4K modem.
I was not offered any discounted service after I called Xplornet about a bill I had paid on [redacted] for [redacted] which I might add I was told I would be reimbursed and as of [redacted] have not yet received!!!!!
For ** years I was a loyal customer and never missed or was late with payment.
I have good relations with a current Xplornet Service man and I have first hand knowledge of their issues.
[redacted]
[redacted]
In closing I demand to have my last payment of [redacted] returned at once.
As stated earlier, Xplornets original offer was not made in good faith as they had no intentions of erecting the new tower until they had their technical difficulties resolved with their new LTE service.
[redacted]
Initial Business Response /* (1000, 5, 2017/04/18) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com.
Our records show...
that [redacted] was installed on the LTE Fixed Wireless service on January 6, 2016, on the LTE-10 package. Near the end of January, [redacted] reached out to Xplornet to discuss upgrading his package but the signal was not strong enough to support the higher plan. As the signal on [redacted]'s subscriber module was trending below the requirements for his existing package, a work order was dispatched to a local service technician to realign his antenna. A local service technician attended [redacted]'s location along with Xplornet's field technicians in February and they determined that his signal could not be improved and that the LTE-25 package would not be attainable; the service would be as is.
In May 2016, [redacted] contacted Xplornet as he was experiencing intermittent service issues. Additional panels were added that month to the tower that [redacted] connects to and a service technician was dispatched to his location to repoint once the upgrades had been completed. The unit was moved and re-aligned to the best experience. The panel that [redacted] was connecting to after the work order was on a different frequency than the one he'd been connecting to prior and, as such, the signal requirements needed to be stronger in order to support his service package. In discussion with [redacted] in November, Xplornet dispatched another service technician to adjust his antenna as he reported that he was having ongoing issues and adjusted the recurring discount he'd had previously on his account to $**/month until the issues were resolved. Later that month, frequency changes were made on the tower and the frequency was adjusted to reflect that of the panel he'd connected to when the service was first installed. [redacted]'s signal requirements are currently meeting the requirements for the package he subscribes to and the sector he connects to shows a positive experience.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining satisfactory resolution to his complaint. If [redacted] is still experiencing issues with his service, or has any questions, comments, or concerns, Xplornet would ask that he call in to technical support at the time the issue is persisting to address his concerns in real time. Our technical support is available 24/7/365 to best assist at [redacted]
Sincerely,
Xplornet Communications.
Initial Business Response /* (1000, 5, 2015/06/01) */
Thank you for forwarding Ms. [redacted]'s complaint to our attention. We have completed a review of her account history, and the following is available for review.
First, the warranty coverage provided in association with Ms. [redacted]'s service...
agreement was based on a 1 year labor warranty; covering servicing costs, and a lifetime limited warranty on all rental hardware. At the time of her [redacted] '** service call, Ms. [redacted] was no longer covered under her initial labor warranty and was responsible for the service call cost associated with the replacement of the failed modem. The service call charges billed by the dealer were for labor and travel; the modem itself was replaced under warranty.
As Ms. [redacted] has explained, where she was concerned about the charge and the dealer who the work order was originally sent to, she reach out to our Care Centre and was able to speak with a supervisor about the matter. The supervisor extended our regrets for any delays caused by reissuing the work order and for any misunderstanding relating to our warranty coverage, offering to cover 50% ($75) of the cost associated with the service call as a gesture of good will. We did not provide reimbursement for the total charge as the cost was legitimate based on our warranty coverage.
Second, with respect to her hardware recovery, Xplornet received Ms. [redacted]'s cancellation request on [redacted]th '15 when she notified us of her decision to seek service through an alternate provider. In line with our cancellation policy, she was advised that there would be a 30 day turn-around for the recovery of her equipment and any prorated charges would be sent for a refund. We regret if it was not clarified at the time that the refund would not be completed until the hardware was recovered and apologize for any inconvenience this may have caused.
After hearing from Ms. [redacted] to inquire about the status of her refund on [redacted]st, it was reiterated by our Care staff that the refund would be processed once the recovery of our rental hardware was confirmed by the dealer. Noting she was unsatisfied with the policy, she requested to speak with a supervisor about her concern; who provided assistance by having our Service & Warranty team reach out to the dealer to ensure the hardware would be recovered within the standard recovery turn around period. Ms. [redacted] then advised that in anticipation of her refund she had decided not to pay her credit card bill and requested compensation for any accrued interest for the charge. Regrettably, where her recovery work order was still within the standard turn around period, Xplornet would not be able to offer compensation for the interest charges she incurred based on her decision against making her credit card payment. We have since confirmed the recovery of Ms. [redacted]'s rental hardware was completed on Friday, [redacted]nd and her prorated refund was issued the following Monday, [redacted]th to the payment method on file.
In closing, on behalf of Xplornet we would like to thank Ms. [redacted] for the feedback she has provided and have forwarded details of her experience with our policies to Managers from our Service & Warranty and Loyalty departments. We would also like to extend our regrets for any inconvenience or frustration this matter may have caused, and apologize for any misunderstanding surrounding our recovery process. Where we have now confirmed the recovery of our rental hardware and completed her refund, we hope Ms. [redacted] will find this to represent an acceptable resolution to her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unacceptable that the retrieval of the modem was put off by them for such a long time. [redacted].
[redacted]
It is absurd that they feel that they are entitled to force the customer to pay for a service call to replace failed, rented equipment (the modem) without which there can be no delivery of service. [redacted]
[redacted]
Dear [redacted],
Xplornet extends its apologies for the inability to successfully retrieve the equipment which resulted in the unexpected payment for the hardware. Xplornet has processed the refund of $499.00 for the hardware and in total you will receive a refund back of $563.87 after...
taxes. Currently the refund is awaiting the confirmed payment of $563.87 to go through successfully prior to refunding the amount back. This refund should be sent to the payment method on file on the 9th of February at the earliest.
Warmest regards,
[redacted]Customer Response Coordinator
[redacted]
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing Ms.[redacted] concerns to our attention. Xplornet offers the following in response to her complaint.
Ms. [redacted] signed up on our Xplore 10 package on July 8, 2016 agreeing to a 2 year contract. Her contract details were...
emailed to her on June 29, 2016 when she agreed to have the services installed at her location.
Xplornet has completed a review of Ms.[redacted] account following the receipt of her complaint. Based on our review, we can confirm there are currently no known network related issues in Ms.[redacted] area and there were no problems identified with Ms.[redacted] rental hardware that would determine her location to be unserviceable in order to waive her cancellation fee. With respect to her speed concerns, our goal is to ensure that each Xplornet customer receives fair and consistent access to the Internet. Bandwidth (the amount of data that can be transmitted and received) is shared among everyone who is connected to the network. Details regarding Xplornet's Traffic Management Policy can also be found on our website at https://www.xplornet.com/legal/usage-traffic-policies/4g-satellite-traffic-manag...⇄ />
In closing, on behalf of Xplornet, we would like to express our regrets for any inconvenience or hardship that this matter has caused and thank Ms. [redacted] for the feedback she's provided on her experience.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/06/13) */
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 her payment concerns and the difficulties she's noted with her service experience. Based on our review we've identified that [redacted] accepted a 2 year service term on our Xplore 10Mbps/50GB 'Limited State' satellite package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowance. The activation of her account was completed on April 12, 2016 once [redacted] confirmed she had read and accepted our Terms of Service and provided confirmation of her pre-authorized payment method.
As part of Xplornet's Terms of Service [redacted] received a 30 day money back guarantee during which time she was free to finalize her account without penalty for any reason if she did not find the service met her expectations. Our records however do not reflect that any service related concerns were been brought to our attention and we have identified that the cause of her service reduction following her first 2 weeks in service was due to [redacted] exceeding her 50GB monthly bandwidth allowance, placing her account in "Limited State' until her usage reset at the beginning of her next month's bill cycle.
With respect to the payments being disputed by [redacted], Xplornet issued an invoice for her initial service charges following the activation of her account and a payment was attempted based on the pre-authorized payment method she provided. As her initial payment was unsuccessful further attempts were made to process the payment following month. Unfortunately, as we did not receive her payment until 3 weeks after her service activation her next month's invoice was due the following week but was again returned unsuccessful.
As we've explained to [redacted], in the event that she was unable to make a payment she must notify us in order for alternate arrangements to be made where she is responsible for ensuring sufficient funds are available to complete her payment. Similarly, where [redacted] did not report any difficulties with her service we have not been provided an opportunity to troubleshoot her concerns and have been unable to identify any problems on our end with her rental hardware.
With that being said, recognizing [redacted] has been unsatisfied with her service experience, while we remain more than willing to work with her to investigate any service issues she's experiencing, in the interest of reaching a mutually acceptable resolution Xplornet will agree to waive the remainder of her contract commitment allowing her account to be closed without penalty. To this end, Xplornet has been attempting to reach [redacted] to confirm her cancellation request and make arrangements to recover our rental hardware but have not yet heard back.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because this allowed both of us to be heard and for both parties to come to an understanding about what was going on. I did not know that I would be committing to a 2 year contract when I signed up for Xplorenet, I was just told that I could upgrade my account if need be, but because it was already [redacted]$ I didn't want to have to pay extra for internet. I am happy we are able to come to terms and have this dealt with without further incident.
As of communication with Xplornet, I have not called them back because I don't want to be more upset on the phone with them, I just want this dealt with and thats it.
Thank you for forwarding the additional information provided by [redacted].
In review of the account history, our records show that Xplornet worked with [redacted] to address her concerns relating to usage and package availability and options were presented to [redacted] to increase her monthly data.
In the interest of resolving [redacted]’s concerns, Xplornet would be willing to reduce the cancellation fees applied to the account by an additional $100. A credit has been applied to the account to reflect the new balance; termination fees applied to the account would amount to $125+taxes.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
[redacted] contacted Xplornet in May of 2017 to advise that he was experiencing issues with his satellite...
services. A work order was dispatched to a local service technician in [redacted]'s area but it was not completed as they were unable to make contact with him. When [redacted] contacted Xplornet at the beginning of June, 2017, the work order was sent to another installer in his area. Xplornet apologizes for the delays encountered while awaiting completion of the work order and have advised [redacted] that he will be credited for his down time upon completion of the service call.
Since submitting a complaint to the Revdex.com, [redacted] has reached out to Xplornet and the work order has been assigned to a local service technician in his area as the contractor the work order has been dispatched to was unable to book an appointment at the times [redacted] had requested. A certified technician is expected to reach out to [redacted] in the next 2-4 business days to discuss booking an appointment to complete the service call and restore [redacted]'s connection.
In closing, we would like to thank [redacted] for his patience and understanding and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number provided to Explorenet was not used. They continued to use the home phone which no one was home to receive. In addition to this, the contractor was closed at 4pm.when trying to call during the day, the wait time was 44 minutes. I cannot stay on the phone this long during work.We could there fore not get in touch with them. Yes the order was forwarded to another contractor who contacted me, again through home phone. They were unable to perform the service due to a high volume of bookings. After June 26 was the first available time. The present order should be completed June 24. I am waiting to see if this happens. I have been without services since May 13 which they neglect to say and have been billing me knowing this anyways. This is not good service. When I decided to sign up, a service technition was here the same weekend to install. Why not for disruptions?
Final Business Response /* (4000, 9, 2017/06/19) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
On behalf of Xplornet, we would like to extend our apologies to [redacted] in acknowledgment of the difficulties he has experienced while trying to schedule an appointment to have his services repaired. Xplornet contracts out to certified technicians local to the customer's service area in order to address service concerns as quickly as possible. Our records show that the work order has been returned as the contractor was unable to make arrangements with [redacted] at the requested period he had asked.
Upon receipt of alternate contact information in order to reach [redacted] to discuss future appointments, Xplornet would be happy to reassign the work order to another certified technician in his area who may be able to meet his desired timeframe for an appointment. Upon completion of the service call, an out of service credit will be applied to [redacted]'s account in acknowledgement of the days that he was out of service.
To expedite this process we would ask that [redacted] reach out to us at his earliest convenience. We are available 24/7/365 at [redacted] to best assist.
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now, I will say I am satisfied. This, of course depends on if my service is restored on June 24 as the contractor has promised. I am still not satisfied that it has taken this long. I would recommend that explornet find alternate methods to deal with this issue in the future. Thank you.
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
In receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light...
of her contract concerns and the difficulties she's reported with her connection. Based on our review, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet will not seek to hold her to her contract renewal commitment and she will not be responsible for an early cancellation fee in the event she chooses to finalize her service.
In order to proceed with the cancellation of her account, [redacted] would simply need to contact our Care Centre at [redacted] and arrangements will be made to complete the recovery of the rental hardware in her possession.
With respect to [redacted]'s concerns surrounding Xplornet account verification process; Xplornet takes the security of our customers' accounts seriously. All verification questions asked are in line with guidelines set out by the Personal Information and Electronic Document Act (PIPEDA) and customers maintain the option of setting up a verbal password on their account for added security. With that said we value the feedback [redacted] has provided and appreciate her suggestions for improvements.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After proceeding with the Revdex.com, Xplornet has finally agreed to cancel our internet service without the $[redacted] cancellation fee as per the contract that the claim we are under.
I have contacted the company as per their request in their response to my claim with the Revdex.com. They initially told me that I was still required to pay the fee, until I pulled up the email from the Revdex.com and quoted the response given by their team - suddenly they found it in their system and agreed to cancel without fees.
I have requested cancellation as of December 31, 2016. They have stated that should I choose to keep the service, before December 31, 2016, that I can simply call back to make these arrangements.
I am satisfied with the response that I have been given, and am thankful that there is no longer a contract, or cancellation fee, associated with our Xplornet account.
Thank you for the additional information provided by [redacted].
After further review of [redacted]’s account, Xplornet would agree to issue a one month credit to the account in acknowledgement of the issues that [redacted] experienced during the month of November. A credit of $89+taxes has been applied to the account and will be visible on [redacted]’s next invoice.
Regarding the additional charges at the time of installation, 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.
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 should he remain unsatisfied with the services and the solution that has been provided.
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.
I am rejecting this response because:I would like the service cancelled immediately and refund the installation fee of $99+tax since this is what Xplornet charged me. Even though they won't take responsibility for their dealers they hire to perform their work. I would also like to be refunded from the beginning of November until now since I was just charged again by Xplornet for their services. Please cancel the service immediately so I am no longer charged. I do not want this money to be placed on my account with Xplornet I want this money placed on my credit card that they continue to charge. By refunding me on my account with Xplornet does not benefit me at all for I have no reason to stay with Xplornet. Please refund me appropriately and cancel the service. I would also like my credit information removed from their account system after they have refunded me to prevent anymore charges.
I have given more then enough detail about my issues with Xplornet and I would like to be refunded appropriately and not refunded in a way that keeps paying Xplornet. Please cancel my account now and refund me.
Initial Business Response /* (1000, 5, 2016/09/16) */
Thank you for forwarding the information provided 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 complaint in...
order to address the concerns that he's reported relating to his service experience. Our records show that we have recently been in contact with [redacted] to address the technical issues he has been experiencing with his LTE Fixed Wireless service since the conversion in June 2016 and a work order has been completed to improve his service experience.
Upon completion of the work order, our technicians have reviewed his connection and have determined that the signal coming through the subscriber module is performing optimally and as expected. Review of the network that [redacted] connects to also shows that the traffic levels are relatively low and that he should be seeing a positive service experience moving forward.
In light of the concerns that [redacted] has raised, Xplornet would like to offer him a 2 month service credit onto his next invoice. This would show as a credit of $[redacted] and go towards future months of 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 attention. We hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience
Initial Consumer Rebuttal /* (3000, 7, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
tHE RESPONSE DOES I WILL ACCEPT THE $[redacted] FOR ALL THE WASTED TIME AND [redacted] SERVICE, EG BEING UPGRADED BY SALES AND THEN FINDING OUT, [redacted], FROM THE TECHY THAT xPLORONET DID NOT HAVE CAPABILITY TO DELIVER.
Now that they have sent Audio source on site, finally, let's see if the problem is fixed.
Final Consumer Response /* (2000, 8, 2016/09/20) */
Initial Business Response /* (1000, 10, 2016/02/26) */
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]' account history in...
light of the concerns he's raised relating to the cancellation of his account and refund request. Based on our records, Xplornet received a cancellation inquiry from [redacted] in [redacted] however as she was not the registered account holder she was advised we would need to speak with [redacted] to complete the finalization of the account. Xplornet did not hear from [redacted] until [redacted] when he contacted us by email to inquire about the finalization of his account. At that time, he was advised that due to privacy regulations we would be unable to complete his cancellation request through email and would need to speak with him by phone for verification before his account could be finalized. Unfortunately, where we did not hear back from [redacted] to complete the cancellation, his account remained active and he continued to be billed in line with the terms of his service agreement.
To this end, recognizing [redacted] intention to cancel his services based on his [redacted] email we are prepared to backdate the cancellation of his account to [redacted] and once completed all charges billed since this date will be refunded back to his bank account. Where our records reflect that [redacted] remains in possession of Xplornet's rental hardware we have also been attempting to reach him at the contact number provided to determine if arrangements can be made to recover our equipment however as his the number is no longer listed as in service, we are currently waiting on his response through email.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope that in agreeing to backdate his cancellation he will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 12, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our phone # on their records is in service. What is the amount that will be refunded to us and when can we expect to receive it?
Initial Business Response /* (1000, 5, 2016/01/12) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history...
relating to the charge she was billed for the replacement cost of her service modem. Based on our review, we have agreed to meet [redacted]'s desired resolution and wish to extend our regrets for any inconvenience this matter has caused.
To this end, we have instructed our billing department to refund the $[redacted] hardware charge that was billed to her account following the partial reversal of the charge that was completed after recovering our satellite receiver. Once the charge has been reversed a refund will be issued back to [redacted]'s credit card within the next 5-7 business days.
In closing, we hope that in agreeing to meet [redacted]'s desired resolution she will find this to represent an acceptable response to her complaint and thank her for her patience while we completed a review of this matter.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for being the facilitator in this favorable outcome! I am impressed.
Thank you Xplornet very much for considering and following through with the resolution. It is much appreciated by my husband and I.
This was exactly the resolution I was seeking but was not sure would come to fruition, so I can say I am thrilled that it did.
I will await the refund and contact Xplornet if I have not seen it appear on my credit card in 10+ business days.
[redacted]
Final Consumer Response /* (2000, 16, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I received the remaining refund today so we can consider this case closed and satisfied!
[redacted]
Final Business Response /* (4000, 14, 2016/01/27) */
Thank you for forwarding the response provided by [redacted] to our attention.
In receiving her update, Xplornet forwarded [redacted]'s concerns to our Billing department to review the status of her refund which was recorded as having been completed on January 14th. Based on their review we were able to confirm that while her account was credited for the full $[redacted] hardware charge, due to her earlier payment the refund was processed in 2 separate parts. Regrettably, as [redacted] has noted, only one portion of her refund, the $[redacted] was completed on January 14th and we sincerely apologize for this oversight.
Once we identified the issue [redacted]'s refund was processed for the remaining $[redacted] on January 25th and she should expect to see the fund returned to her credit card within the next 24-48 hours.
In closing, on behalf of Xplornet we would like to extend our sincere apologies for any inconvenience this may have caused [redacted] and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/09/28) */
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] account in light of...
the concerns he's reported with his connection speeds. Based on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]' 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 connection, our Network and Engineering teams are working to address the issue and we can assure [redacted] that Xplornet is doing everything within our control to improve the network's performance.
Xplornet does not presently have a timeframe for when this issue will be rectified but as a sign of good faith we have applied a 1 month credit of $[redacted] (tax incl.) to his account and have increased his existing service discount from $** to $**. [redacted] is also currently on a month to month term and maintains the option to end his agreement at any time if he remains unsatisfied.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his patience as we continue to work towards improving the service experience in his area.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2017/06/05) */
Thank you for bringing 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 and...
in revisiting our earlier decision; we have agreed to waive the remainder of the early cancellation fees billed to her account. A credit of $[redacted] (before tax) has been applied to [redacted]'s account to offset her early cancellation fee, in full.
In closing, we would like to thank [redacted] for her patience as we reviewed her complaint and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept as it was the end result I was looking for. Thank you for helping me look after this matter Revdex.com.
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 8 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]
[redacted]
Initial Business Response /* (1000, 5, 2016/11/03) */
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] account in light of...
his contract inquiry and the early cancellation policy associated with his service agreement. Based on our review, our records reflect that [redacted] agreed to terms on a 3 year service commitment beginning on August 14, 2015 in exchange for a reduced one time activation fee and free basic installation, however as a show of good will and in the interest of reaching an acceptable resolution Xplornet is prepared to reduce his early cancellation fee from $** (before tax).
While we hope [redacted] will reconsider ending his service with us, in the event he does proceed with the finalization of his account, he will simply need to contact our Care Centre at [redacted] to confirm his cancellation date and arrangements will be made to recover the rental hardware in his possession.
In closing, on behalf of Xplornet we would like to extend our thanks for [redacted] for his patience as we reviewed his concerns and hope he will find this to represent an acceptable arrangement to resolve his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, [redacted] contacted our Care Centre to follow up on the...
speed concerns he first reported to us on [redacted] and initially requested his account be finalized. In speaking with a representative from our Loyalty team, Xplornet was able to work out an agreement with [redacted] to cover an in warranty service call to replace any fault rental hardware along with a 2 month service credit issued to his account in good faith.
The work order was completed on [redacted] at which time the installer replaced [redacted]'s power supply to address errors which were identified with his hardware readings and confirmed all signal levels were in line with service requirements. Xplornet has also made [redacted] aware of upgrades that are scheduled to be completed later this fall to bring our new Fixed Wireless LTE services to his area, providing him with additional upgrade options should he experience any further issues with his current legacy system. Following the completion of the work order we have not received any further service concerns reported by [redacted].
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we worked to address his concerns. We hope he will find this to be an acceptable response.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There evidently a disconnect between the Care Centre and the Repair Centre.
For the record, "Yes" I called to have my service disconnected due to the slow internet service and lack of support of the same. Not once was a technician sent to my house to inspect my equipment to ensure there was no mechanical / electrical issues. The Loyalty Team member agreed that someone should have come to check things out. The member also stated that they would give me 2 months free service so that in that time frame my service would we switched to the new service for improved quality also free of charge.
Now, having said that, the service technician came to my house, found nothing wrong with the equipment or signal strength ( DID NOT CHANGE THE POWER SUPPLY)and also stated the slow speeds are due to overloading of the towers.
I find Xplornets reply insulting and non factual. [redacted]
As stated earlier I excepted the offer of 2 months free service until I am switched to the new LTE service which also was offered at no charge.[redacted]
Final Business Response /* (4000, 9, 2015/10/23) */
Thank you for forwarding the updated response provided by [redacted].
Xplornet recognizes that in certain areas serviced by our [redacted] network, based on the shared access nature of the service, slowdowns during periods of heavy usage can occur. We are working as quickly as possible to upgrade and expand coverage on our LTE network to [redacted]'s area in the interest of improving his service experience. In the interim, he has accepted the offer presented by our Loyalty team and we will be contacting him as soon as he is eligible to be converted. If we are unable to complete his conversion within the timeframe provided, or he is not satisfied with his experience following the upgrade, he would be under no obligation to maintain the service and would not be billed a cancellation penalty.
With respect to his recent work order, we have forwarded the feedback he has provided based on his experience with the dealer. The installer's records note that the power supply was replaced, if this was not completed as reported, Xplornet would be willing to have an installer sent back out at [redacted]'s request. If he would like to have this arranged, he can do so by contacting our Care Centre at [redacted] and a new work order will be issued.
In closing, Xplornet would again wish to extend our apologies for any frustration this matter has caused [redacted] and we look forward to the timely completion of LTE upgrades in his area to improve his service experience.
[redacted]
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.
Once I receive a revised invoice I will pay the balance.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2016/02/15) */
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 an updated review of [redacted]'s account...
history in light of the concerns he's expressed with his service experience on our legacy Canopy Fixed Wireless network and his request to be converted to our LTE Fixed Wireless service.
Based on our review, Xplornet's records reflect that our loyalty department reached an arrangement with [redacted] in [redacted] to provide a 2 month credit to his account until upgrades were completed to bring LTE coverage to his area. LTE Upgrades were finalized on several area towers in late [redacted] and Xplornet extended a further 1 month credit to [redacted]'s account while arranging to have a work order completed to determine if his location had sufficient signal available for a conversion. Regrettably, after hearing back from the dealer, they've advised that [redacted]'s location does not have sufficient line of sight for service on our LTE network based on our current coverage.
To this end, Xplornet has offered to provide [redacted] with a recurring discount until further upgrades are completed and we can reassess his location for LTE service however we have explained that we could not continue to provide him with service at no cost. Unfortunately, as [redacted] has maintained he will not pay for the service, he chose to proceed with the finalization of his account and his services were cancelled on February [redacted]
In closing, while we regret that [redacted] has chosen to end his service with us, we would like to thank him for his time as a valued Xplornet customer and hope he will consider returning once further LTE upgrades are completed in his area.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately Xplornet's offer of free service was to be until I had the upgrade. I feel their offer wasn't done in good faith as I was told the new service would be completed by [redacted] at the latest. [redacted]
Xplornet [redacted] the Tower thus providing providing sub stanstandard service to paying customers.
The poor service has been going on for a long time. I wonder if I was to have paid a percentage of my bill, how long before they would have shut off my service.
As far as my line of sight no one from Xplornet has come to my house to indeed verify this.
Where I live, it is a small community who have been stuck with only one provider. [redacted]
I believe Xplornet has an obligation to fully compensate me for my substandard services until such time I am converted to the new LTE service as offered last year. Failure to comply may result in further action to receive compensation for services not rendered as per my original contract, that being a minimum of 3mg - maximum 5mg download service.
Final Business Response /* (4000, 9, 2016/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
The original agreement Xplornet reached with [redacted] was to provide a 2 month service credit to offset his existing service charges until LTE upgrades were completed in his area in [redacted]. Once the upgrades were completed, Xplornet arranged to have a work order dispatched to survey his location and provided an additional 1 month credit to his account. Regrettably, after heaving back from the dealer they advised [redacted]'s location is too far from the upgraded sites to receive service and that a conversion could not be attempted until further upgrades are completed in the coming months.
To this end, Xplornet has explained to [redacted] that while we would not be able to continue providing him with free service, we would be prepared to offer him a recurring discount until we could reassess his location once further tower upgrades are completed in the area. Unfortunately, as [redacted] did not find this to be an acceptable offer, he chose to finalize his account and his cancellation was completed on [redacted]
With respect to the service [redacted] had been receiving on our legacy Canopy Fixed Wireless network, as we've previously acknowledged, due to the shared access nature of the service slowdowns during periods of heavy usage can occur. While our Terms of Service note that we're unable to guarantee specific upload or download speeds, we are committed to providing the best service experience available to our customers and can assure [redacted] we have not knowingly oversubscribed his network. That being said, as usage has increased over time it has necessitated investing in upgrades to bring new technologies to the area to provide service options that we're unable to offer on our legacy networks.
In closing, Xplornet would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused along with his decision to end his service and hope he will give consideration to returning as we continue to expand our LTE network in the area.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again Xplornet replies with untruths. The Tower in question did not go up. The Canopy Tower that I am on did indeed get overloaded with new subscribers. My service has gone from an average of 3mg to 0.20mg. This is equivalent to the 90's dial up service with a 14.4K modem.
I was not offered any discounted service after I called Xplornet about a bill I had paid on [redacted] for [redacted] which I might add I was told I would be reimbursed and as of [redacted] have not yet received!!!!!
For ** years I was a loyal customer and never missed or was late with payment.
I have good relations with a current Xplornet Service man and I have first hand knowledge of their issues.
[redacted]
[redacted]
In closing I demand to have my last payment of [redacted] returned at once.
As stated earlier, Xplornets original offer was not made in good faith as they had no intentions of erecting the new tower until they had their technical difficulties resolved with their new LTE service.
[redacted]
Initial Business Response /* (1000, 5, 2017/04/18) */
Thank you for forwarding the information provided by [redacted]
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com.
Our records show...
that [redacted] was installed on the LTE Fixed Wireless service on January 6, 2016, on the LTE-10 package. Near the end of January, [redacted] reached out to Xplornet to discuss upgrading his package but the signal was not strong enough to support the higher plan. As the signal on [redacted]'s subscriber module was trending below the requirements for his existing package, a work order was dispatched to a local service technician to realign his antenna. A local service technician attended [redacted]'s location along with Xplornet's field technicians in February and they determined that his signal could not be improved and that the LTE-25 package would not be attainable; the service would be as is.
In May 2016, [redacted] contacted Xplornet as he was experiencing intermittent service issues. Additional panels were added that month to the tower that [redacted] connects to and a service technician was dispatched to his location to repoint once the upgrades had been completed. The unit was moved and re-aligned to the best experience. The panel that [redacted] was connecting to after the work order was on a different frequency than the one he'd been connecting to prior and, as such, the signal requirements needed to be stronger in order to support his service package. In discussion with [redacted] in November, Xplornet dispatched another service technician to adjust his antenna as he reported that he was having ongoing issues and adjusted the recurring discount he'd had previously on his account to $**/month until the issues were resolved. Later that month, frequency changes were made on the tower and the frequency was adjusted to reflect that of the panel he'd connected to when the service was first installed. [redacted]'s signal requirements are currently meeting the requirements for the package he subscribes to and the sector he connects to shows a positive experience.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining satisfactory resolution to his complaint. If [redacted] is still experiencing issues with his service, or has any questions, comments, or concerns, Xplornet would ask that he call in to technical support at the time the issue is persisting to address his concerns in real time. Our technical support is available 24/7/365 to best assist at [redacted]
Sincerely,
Xplornet Communications.
Initial Business Response /* (1000, 5, 2015/06/01) */
Thank you for forwarding Ms. [redacted]'s complaint to our attention. We have completed a review of her account history, and the following is available for review.
First, the warranty coverage provided in association with Ms. [redacted]'s service...
agreement was based on a 1 year labor warranty; covering servicing costs, and a lifetime limited warranty on all rental hardware. At the time of her [redacted] '** service call, Ms. [redacted] was no longer covered under her initial labor warranty and was responsible for the service call cost associated with the replacement of the failed modem. The service call charges billed by the dealer were for labor and travel; the modem itself was replaced under warranty.
As Ms. [redacted] has explained, where she was concerned about the charge and the dealer who the work order was originally sent to, she reach out to our Care Centre and was able to speak with a supervisor about the matter. The supervisor extended our regrets for any delays caused by reissuing the work order and for any misunderstanding relating to our warranty coverage, offering to cover 50% ($75) of the cost associated with the service call as a gesture of good will. We did not provide reimbursement for the total charge as the cost was legitimate based on our warranty coverage.
Second, with respect to her hardware recovery, Xplornet received Ms. [redacted]'s cancellation request on [redacted]th '15 when she notified us of her decision to seek service through an alternate provider. In line with our cancellation policy, she was advised that there would be a 30 day turn-around for the recovery of her equipment and any prorated charges would be sent for a refund. We regret if it was not clarified at the time that the refund would not be completed until the hardware was recovered and apologize for any inconvenience this may have caused.
After hearing from Ms. [redacted] to inquire about the status of her refund on [redacted]st, it was reiterated by our Care staff that the refund would be processed once the recovery of our rental hardware was confirmed by the dealer. Noting she was unsatisfied with the policy, she requested to speak with a supervisor about her concern; who provided assistance by having our Service & Warranty team reach out to the dealer to ensure the hardware would be recovered within the standard recovery turn around period. Ms. [redacted] then advised that in anticipation of her refund she had decided not to pay her credit card bill and requested compensation for any accrued interest for the charge. Regrettably, where her recovery work order was still within the standard turn around period, Xplornet would not be able to offer compensation for the interest charges she incurred based on her decision against making her credit card payment. We have since confirmed the recovery of Ms. [redacted]'s rental hardware was completed on Friday, [redacted]nd and her prorated refund was issued the following Monday, [redacted]th to the payment method on file.
In closing, on behalf of Xplornet we would like to thank Ms. [redacted] for the feedback she has provided and have forwarded details of her experience with our policies to Managers from our Service & Warranty and Loyalty departments. We would also like to extend our regrets for any inconvenience or frustration this matter may have caused, and apologize for any misunderstanding surrounding our recovery process. Where we have now confirmed the recovery of our rental hardware and completed her refund, we hope Ms. [redacted] will find this to represent an acceptable resolution to her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unacceptable that the retrieval of the modem was put off by them for such a long time. [redacted].
[redacted]
It is absurd that they feel that they are entitled to force the customer to pay for a service call to replace failed, rented equipment (the modem) without which there can be no delivery of service. [redacted]
[redacted]
Dear [redacted],
Xplornet extends its apologies for the inability to successfully retrieve the equipment which resulted in the unexpected payment for the hardware. Xplornet has processed the refund of $499.00 for the hardware and in total you will receive a refund back of $563.87 after...
taxes. Currently the refund is awaiting the confirmed payment of $563.87 to go through successfully prior to refunding the amount back. This refund should be sent to the payment method on file on the 9th of February at the earliest.
Warmest regards,
[redacted]Customer Response Coordinator
[redacted]
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing Ms.[redacted] concerns to our attention. Xplornet offers the following in response to her complaint.
Ms. [redacted] signed up on our Xplore 10 package on July 8, 2016 agreeing to a 2 year contract. Her contract details were...
emailed to her on June 29, 2016 when she agreed to have the services installed at her location.
Xplornet has completed a review of Ms.[redacted] account following the receipt of her complaint. Based on our review, we can confirm there are currently no known network related issues in Ms.[redacted] area and there were no problems identified with Ms.[redacted] rental hardware that would determine her location to be unserviceable in order to waive her cancellation fee. With respect to her speed concerns, our goal is to ensure that each Xplornet customer receives fair and consistent access to the Internet. Bandwidth (the amount of data that can be transmitted and received) is shared among everyone who is connected to the network. Details regarding Xplornet's Traffic Management Policy can also be found on our website at https://www.xplornet.com/legal/usage-traffic-policies/4g-satellite-traffic-manag...⇄ /> In closing, on behalf of Xplornet, we would like to express our regrets for any inconvenience or hardship that this matter has caused and thank Ms. [redacted] for the feedback she's provided on her experience.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/06/13) */
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 her payment concerns and the difficulties she's noted with her service experience. Based on our review we've identified that [redacted] accepted a 2 year service term on our Xplore 10Mbps/50GB 'Limited State' satellite package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowance. The activation of her account was completed on April 12, 2016 once [redacted] confirmed she had read and accepted our Terms of Service and provided confirmation of her pre-authorized payment method.
As part of Xplornet's Terms of Service [redacted] received a 30 day money back guarantee during which time she was free to finalize her account without penalty for any reason if she did not find the service met her expectations. Our records however do not reflect that any service related concerns were been brought to our attention and we have identified that the cause of her service reduction following her first 2 weeks in service was due to [redacted] exceeding her 50GB monthly bandwidth allowance, placing her account in "Limited State' until her usage reset at the beginning of her next month's bill cycle.
With respect to the payments being disputed by [redacted], Xplornet issued an invoice for her initial service charges following the activation of her account and a payment was attempted based on the pre-authorized payment method she provided. As her initial payment was unsuccessful further attempts were made to process the payment following month. Unfortunately, as we did not receive her payment until 3 weeks after her service activation her next month's invoice was due the following week but was again returned unsuccessful.
As we've explained to [redacted], in the event that she was unable to make a payment she must notify us in order for alternate arrangements to be made where she is responsible for ensuring sufficient funds are available to complete her payment. Similarly, where [redacted] did not report any difficulties with her service we have not been provided an opportunity to troubleshoot her concerns and have been unable to identify any problems on our end with her rental hardware.
With that being said, recognizing [redacted] has been unsatisfied with her service experience, while we remain more than willing to work with her to investigate any service issues she's experiencing, in the interest of reaching a mutually acceptable resolution Xplornet will agree to waive the remainder of her contract commitment allowing her account to be closed without penalty. To this end, Xplornet has been attempting to reach [redacted] to confirm her cancellation request and make arrangements to recover our rental hardware but have not yet heard back.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because this allowed both of us to be heard and for both parties to come to an understanding about what was going on. I did not know that I would be committing to a 2 year contract when I signed up for Xplorenet, I was just told that I could upgrade my account if need be, but because it was already [redacted]$ I didn't want to have to pay extra for internet. I am happy we are able to come to terms and have this dealt with without further incident.
As of communication with Xplornet, I have not called them back because I don't want to be more upset on the phone with them, I just want this dealt with and thats it.
Thank you for forwarding the additional information provided by [redacted].
In review of the account history, our records show that Xplornet worked with [redacted] to address her concerns relating to usage and package availability and options were presented to [redacted] to increase her monthly data.
In the interest of resolving [redacted]’s concerns, Xplornet would be willing to reduce the cancellation fees applied to the account by an additional $100. A credit has been applied to the account to reflect the new balance; termination fees applied to the account would amount to $125+taxes.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
[redacted] contacted Xplornet in May of 2017 to advise that he was experiencing issues with his satellite...
services. A work order was dispatched to a local service technician in [redacted]'s area but it was not completed as they were unable to make contact with him. When [redacted] contacted Xplornet at the beginning of June, 2017, the work order was sent to another installer in his area. Xplornet apologizes for the delays encountered while awaiting completion of the work order and have advised [redacted] that he will be credited for his down time upon completion of the service call.
Since submitting a complaint to the Revdex.com, [redacted] has reached out to Xplornet and the work order has been assigned to a local service technician in his area as the contractor the work order has been dispatched to was unable to book an appointment at the times [redacted] had requested. A certified technician is expected to reach out to [redacted] in the next 2-4 business days to discuss booking an appointment to complete the service call and restore [redacted]'s connection.
In closing, we would like to thank [redacted] for his patience and understanding and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number provided to Explorenet was not used. They continued to use the home phone which no one was home to receive. In addition to this, the contractor was closed at 4pm.when trying to call during the day, the wait time was 44 minutes. I cannot stay on the phone this long during work.We could there fore not get in touch with them. Yes the order was forwarded to another contractor who contacted me, again through home phone. They were unable to perform the service due to a high volume of bookings. After June 26 was the first available time. The present order should be completed June 24. I am waiting to see if this happens. I have been without services since May 13 which they neglect to say and have been billing me knowing this anyways. This is not good service. When I decided to sign up, a service technition was here the same weekend to install. Why not for disruptions?
Final Business Response /* (4000, 9, 2017/06/19) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
On behalf of Xplornet, we would like to extend our apologies to [redacted] in acknowledgment of the difficulties he has experienced while trying to schedule an appointment to have his services repaired. Xplornet contracts out to certified technicians local to the customer's service area in order to address service concerns as quickly as possible. Our records show that the work order has been returned as the contractor was unable to make arrangements with [redacted] at the requested period he had asked.
Upon receipt of alternate contact information in order to reach [redacted] to discuss future appointments, Xplornet would be happy to reassign the work order to another certified technician in his area who may be able to meet his desired timeframe for an appointment. Upon completion of the service call, an out of service credit will be applied to [redacted]'s account in acknowledgement of the days that he was out of service.
To expedite this process we would ask that [redacted] reach out to us at his earliest convenience. We are available 24/7/365 at [redacted] to best assist.
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now, I will say I am satisfied. This, of course depends on if my service is restored on June 24 as the contractor has promised. I am still not satisfied that it has taken this long. I would recommend that explornet find alternate methods to deal with this issue in the future. Thank you.
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
In receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light...
of her contract concerns and the difficulties she's reported with her connection. Based on our review, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet will not seek to hold her to her contract renewal commitment and she will not be responsible for an early cancellation fee in the event she chooses to finalize her service.
In order to proceed with the cancellation of her account, [redacted] would simply need to contact our Care Centre at [redacted] and arrangements will be made to complete the recovery of the rental hardware in her possession.
With respect to [redacted]'s concerns surrounding Xplornet account verification process; Xplornet takes the security of our customers' accounts seriously. All verification questions asked are in line with guidelines set out by the Personal Information and Electronic Document Act (PIPEDA) and customers maintain the option of setting up a verbal password on their account for added security. With that said we value the feedback [redacted] has provided and appreciate her suggestions for improvements.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After proceeding with the Revdex.com, Xplornet has finally agreed to cancel our internet service without the $[redacted] cancellation fee as per the contract that the claim we are under.
I have contacted the company as per their request in their response to my claim with the Revdex.com. They initially told me that I was still required to pay the fee, until I pulled up the email from the Revdex.com and quoted the response given by their team - suddenly they found it in their system and agreed to cancel without fees.
I have requested cancellation as of December 31, 2016. They have stated that should I choose to keep the service, before December 31, 2016, that I can simply call back to make these arrangements.
I am satisfied with the response that I have been given, and am thankful that there is no longer a contract, or cancellation fee, associated with our Xplornet account.
Thank you for the additional information provided by [redacted].
After further review of [redacted]’s account, Xplornet would agree to issue a one month credit to the account in acknowledgement of the issues that [redacted] experienced during the month of November. A credit of $89+taxes has been applied to the account and will be visible on [redacted]’s next invoice.
Regarding the additional charges at the time of installation, 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.
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 should he remain unsatisfied with the services and the solution that has been provided.
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.
I am rejecting this response because:I would like the service cancelled immediately and refund the installation fee of $99+tax since this is what Xplornet charged me. Even though they won't take responsibility for their dealers they hire to perform their work. I would also like to be refunded from the beginning of November until now since I was just charged again by Xplornet for their services. Please cancel the service immediately so I am no longer charged. I do not want this money to be placed on my account with Xplornet I want this money placed on my credit card that they continue to charge. By refunding me on my account with Xplornet does not benefit me at all for I have no reason to stay with Xplornet. Please refund me appropriately and cancel the service. I would also like my credit information removed from their account system after they have refunded me to prevent anymore charges.
I have given more then enough detail about my issues with Xplornet and I would like to be refunded appropriately and not refunded in a way that keeps paying Xplornet. Please cancel my account now and refund me.