Thank you for forwarding the information provided by [redacted].
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of the loss of service on her fixed wireless services. Upon receipt of [redacted]’s complaint, a thorough review of the account...
history has been completed in order to address the concerns outlined in her complaint to the Revdex.com.
In review of the account, our records show that Xplornet determined we were unable to repair the service and improve [redacted]’s service experience. As such, Xplornet advised that [redacted] had the option to cancel with no penalty, or we could explore conversion options to other Xplornet platforms with no upfront cost to her; requiring a new 2 year agreement, shortened to 1 year in acknowledgement of her concerns. [redacted] advised that she did not want to sign a new contract so no changes were made on her account. That being said, in the interest of resolving [redacted]’s concerns, Xplornet would agree to treat her account as if she were not on contract should she decide to switch to a newer platform and remain unsatisfied and wish to cancel her services. As we do not have the option to give her a no-contract upgrade, a note will be placed on the account to ensure that the contract not be enforced should [redacted] encounter any difficulties.
If [redacted] would like to complete the conversion or process a cancellation, we would ask that she reach out to Xplornet at her earliest convenience; we are available 24/7/365 at [redacted]
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, 2016/10/06) */
Thank you for forwarding the information provided from [redacted] to our attention.
Upon receipt of her complaint, review of the account history was completed to address the concerns that [redacted] has raised in her complaint to the Revdex.com....
Xplornet was contacted by [redacted] on April 12, 2016, to discuss obtaining services at her new home. While on the phone with our sales representative, it was discussed that it would be a 2 year term on our Fixed Wireless LTE service that was available in her area. The contract was not disputed at this time. Upon contacting Xplornet in October 2016 to cancel her account, [redacted] was advised that there would be termination fees of $**/month for each existing month remaining on her contract should she decide to cancel the account before the term was up. In discussion with one of our representatives we advised her that the termination fees would amount to $[redacted] should she choose to terminate. Unfortunately we had advised of the wrong amount as, due to the fact that she was on a 2 year term, rather than a 1 year agreement, and her termination fees would have capped out at $[redacted] before applicable taxes.
Due to the miscommunication, and in the interest of resolving [redacted]'s complaint and providing quality service experience, Xplornet is willing to honor the original amount that was quoted to her in regards to the termination fees. [redacted]'s Xplornet account is scheduled to be cancelled on October 20, 2016, and we have agreed to charge her $[redacted] + taxes for the cancellation fees instead of the aforementioned $[redacted] + taxes. In discussion with [redacted] she has acknowledged the efforts that Xplornet has made to resolve her complaint and has confirmed that she considers the matter to be resolved.
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank her for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,
[redacted]
Customer Care Response Coordinator
Xplornet Communications Inc.
TFN: [redacted]
Initial Business Response /* (1000, 5, 2016/02/05) */
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 relating to his...
request to transfer the ownership of his services as he will be relocating on [redacted]. Based on our records, as our care representatives have advised [redacted], due to privacy concerns Xplornet is not able to offer customers the option to transfer the ownership of their account.
That being said, in the interest of reaching a mutually acceptable resolution with [redacted] Xplornet is willing to waive his early cancellation fee once the new homeowners establish an account and maintain the service for an initial 30 days. Conversely, in the event that they do not sign up for service, as a gesture of good will, Xplornet is prepared to reduce [redacted]' early cancellation fee by 50%.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find our proposal to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/09/09) */
Thank you for forwarding the information provided by [redacted] in his complaint. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the service concerns he's noted following the cancellation of his account. Based on our review, a technical assessment of his system confirmed his signal met the necessary requirements for his service package however where no troubleshooting was competed we could not rule out any external factors that may have impacted his experience. At the time of his August 24th cancellation request the degradation of the service was the result of his account being suspended for non-payment.
With that being said, in the interest of resolving his complaint and recognizing that [redacted] has been a longstanding customer, Xplornet will agree to waive the $[redacted] outstanding balance remaining on his account to complete his cancellation and hope he will find this to represent an acceptable resolution.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter may have caused and thank him for his time as a valued customer.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 8, 2016/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/05/31) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history and we...
will not be seeking to hold him to his early cancellation fee. To this end, a credit has been applied to [redacted]'s account to offset the costs associated with the charge and the adjustment will be reflected on his final invoice.
In closing, we would like to thank [redacted] for his time as a valued customer and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/07) */
Received consumer response
So thats good but they took next month payment of $** from my credit card which I they owe me
Final Business Response /* (4000, 12, 2017/06/14) */
Thank you for forwarding the response provided by [redacted] to our attention. In response, the following is available for review.
[redacted] can expect his refund in 5-10 business days.
Sincerely,
Xplornet Communications
Initial Business Response /* (**00, 5, 2016/01/22) */
Thank you for forwarding the information submitted by [redacted]. [redacted] to our attention. In response, the following is available for review.
After receiving notice of their complaint, Xplornet completed a review of the [redacted]s'...
account history to investigate the difficulties they've reported with their connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank them for bringing their concerns to our attention. Based on our review, we have identified that the network they connect to for service does experience periods of high usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in their area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customers. Xplornet's network operations team is monitoring the issue and we can assure the [redacted]s that we are doing everything within our control to resolve this matter.
At this time Xplornet does not have a specific time frame for when this issue will be rectified and regret that this matter has been a source of frustration for the [redacted]s. In the interim, while we continue to work towards addressing the issue, Xplornet has placed an additional 2 week credit on their account along with a recurring $** service discount for the next 6 months, both of which will be visible on their next invoice and we will continue to provide them with updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to the [redacted]s for any inconvenience this matter has caused and thank them for their patience as we continue to monitor the experience on their service tower and endeavor to make improvements to the network.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet's response is satisfactory, provided that they follow through with their promise to work toward providing good service.
We will accept the discount offered as a temporary means of compensation for the lack of service, in hopes that we will eventually receive the service we expected.
It is unfortunate that we have to get Revdex.com involved in order to get a serious response, but having tried numerous times to get Xplornet to take us seriously, we felt this was the only way. [redacted]
Initial Business Response /* (1000, 5, 2015/12/11) */
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 the [redacted]'s account in...
light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our service. First, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused him. We can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future.
The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our network. The specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installed. As with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's ** day money back guarantee policy.
Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experience. In completing a review of [redacted]'s system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concerns. Unfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the network. While our technicians have explained to [redacted] that; pursuant to our Terms of Service (Sec. 3 "The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location.
At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolution. To this end, in good faith, Xplornet has adjusted [redacted]'s service charges to apply a recurring $** discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolved. Further to this, Xplornet will also commit to extending [redacted]'s money back guarantee period by an additional ** days to January 25, 2016 allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service.
In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attention. We hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (**00, 12, 2016/01/04) */
Good morning,
I apologize for not getting back you by the 7 day deadline but unfortunately with the holidays, I fell behind. I have also been waiting over 2 weeks for the company to respond to additional concerns that have come up.
Additional issues on this file include:
- I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately 1 mbps in the evenings. This is 4% of my stated plans maximum and would not even allow me to watcha 2 minute [redacted] video without it stalling multiple times to the point where I gave up. It is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount.
- Daytime rates have dropped significantly. This is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximum. Or even half that rate.
- The company has proceeded to charge me the full amount even though it has stated here that it would apply a $** discount on an ongoing basis until the company was able to resolve the issues. I have not seen any refund processed.
- The support staff have told me that 1 mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager.
- The company in its response stated that I was told that I would have a ** day refund period. That is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clients. I was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all times. I asked on peak hour policies. I informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signal. I informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable service. I informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong service. I also informed the technician of this fact when he came to do the site assessment. [redacted] and now I am expected to bear the cost of paying more for less. This is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contract. I will incur significant cost or be forced to sign into another contract to reestablish my prior service.
- The company continues to aggressively advertise its services in my area and that it can rovide plans with up to 25 mbps download speeds when it has admitted its response that it does not have the capacity to deliver these services. This is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing. [redacted]
[redacted]
Final Business Response /* (4000, 14, 2016/01/11) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the network. Our Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available.
With respect to [redacted]'s experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completed. To this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke with. As we've noted, [redacted]'s concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused.
In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $** monthly discount until the issue is addressed, and have extended his ** day money back guarantee period by a full ** days to provide him with additional time to determine if he wishes to maintain the service. The credit was applied to [redacted]'s account in December and was reflected on his December 25th service invoice.
As an additional gesture of good will, Xplornet has requested our billing department credit [redacted]'s account for his initial one time activation fee of $[redacted] Further to this, if [redacted] continues with our service following the completion of his extended ** day money back guarantee period Xplornet will waive the remainder of his 1 year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience.
In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/02/11) */
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 in...
light of the concerns she's raised with her service experience and her request to have her outstanding balance waived. Based on our review, we've confirmed that the [redacted] agreed to a 1 year service commitment on our [redacted] Satellite network and their services were installed on July 28th, 2015.
As part of our service activation process, customers are required to confirm their service agreement by completing our Customer Activity Centre, at which time they verify their contact and billing information, and acknowledged they have read and accept our Terms of Service. Our records reflect the [redacted] completed this process on August 8th and following their activation, they were provide a full 30 day money back guarantee period to ensure they were satisfied with the service before becoming bound to their contract term.
The first time we received a report of service concerns from the [redacted] was on October 5th at which time they reported a problem with their browsing experience. The dealer then verified their connection was within the guidelines of their service package. We heard back from [redacted] in November 2015, at which time she reported problems navigating to specific sites online, but we were unable to completed proper troubleshooting as she was unable to bypass her router. Xplornet recommended that she contact her router manufacturer for assistance or callback for additional support once she was able to establish a direct connection to the modem.
The [redacted] did not complete further troubleshooting and contacted our Care Centre on December 7th to request their account be cancelled but we were able to reach an agreement to place their service on a no-charge seasonal suspension until they returned to the location. Unfortunately, due to the timing of the suspension they received an automated invoice that was generated prior to the agreement to suspend their service without charge and they followed up with us on December 28th to finalize their account, despite our assurances that the adjustment would be reflected on the following months invoice and after being advised they would be responsible for an early cancellation fee of $[redacted] (before tax).
Having said this, in the interest of reaching a mutually acceptable resolution with the [redacted] Xplornet has reduced the early cancellation fee billed to their account by 50%, from [redacted] to $[redacted] (before tax) and as a further gesture of good will, we have also issued a 1 month service credit of [redacted] (before tax) to their account.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused the [redacted] and hope they will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we had a contract for service which them didn't,t provide and I,be been calling them since August telling them I had no service I did trouble shooting 6 times where nothing worked each time I was one the phone with them I don't have time to be doing this or do I expect 6 times and refused to sent anyone to help I had [redacted] in my home in [redacted] for ever [redacted]
Final Business Response /* (4000, 10, 2016/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
Xplornet's records do not reflect that the [redacted]' connection was unusable during their time with our service. The concerns reported related to intermittent issues when browsing to specific sites which required additional troubleshooting to diagnose. Unfortunately, where the [redacted] did not have access to a device that met Xplornet's system requirements our technicians were unable to complete necessary troubleshooting which required that the [redacted] bypass their router to establish a direct connection to the modem.
To this end, as we explained in our original response, we reached an agreement with the [redacted] to place their account on a no-charge suspension until they returned to the location in the spring with a supported device to complete further troubleshooting and if necessary, Xplornet would issue a work order under warranty to complete repairs to their rental hardware. Regrettably, this arrangement did not come to fruition as the [redacted] contacted us to finalize their account on December 28th
and subsequently completed payment reversals for previously service charges.
That being said, we understand this matter has been a source of frustration for [redacted] and in good faith, Xplornet has waived the remainder of the early cancellation fee billed to their account as a gesture of good will. This places the total credit we have applied to the [redacted]' account at $[redacted] (taxes in).
In closing, Xplornet would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of her complaint, Xplornet complete a review of [redacted]'s account based on...
the concerns she has raised relating to her service charges following an upgrade she completed on [redacted] to increase the monthly bandwidth allowance of her service package. First, we would like to extend our apologies for any inconvenience this matter has caused, along with our regrets for any misunderstanding that arose following the receipt of her November service invoice.
To provide the best service experience for our customers, when a package upgrade is requested we are able to complete the adjustment on the same day however, if the upgrade occurs in the middle of a bill cycle period, the prorated charges associated with the package change are applied to the following months invoice. Unfortunately, in this case it does not appear that this was adequately explained to [redacted] prior to her next invoice being issued and she was not able to make arrangements to facilitate payment for the adjusted amount once it was received.
In light of this, a representative from Xplornet's Loyalty team spoke with [redacted] along with her [redacted] in the interest of identifying a mutually acceptable arrangement that would allow her to maintain her package upgrade at a reduced monthly rate. To this end, as a gesture of good faith, we have reached an agreement to apply a recurring monthly discount of $** to match her original package pricing ([redacted] and she will retain her increased bandwidth allowance.
In closing, we would again wish to extend our apologies to [redacted] for her inconvenience and thank her for her patience as we worked to identify a solution to address her billing concerns.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for forwarding the information provided by Ms. [redacted] in her complaint. We have completed a formal review of her account history and present the following for review.
After being notified of Ms. [redacted]'s cancellation request the...
matter was reviewed internally. Based on the time she had been with us, and where she had raised concerns about her usage requirements during her initial 30 days, the decision to charge a cancellation penalty was rescinded. In light of this, Xplornet did not bill Ms. [redacted] an early cancellation fee.
Following that decision agents attempted to reach Ms. [redacted] on multiple occasions to inform her that we would not be billing a cancellation penalty. Regrettably, after leaving multiple messages at the contact number on file, we did not hear back from Ms. [redacted] and proceeded with the cancellation of her account; in line with her request, issuing a work order to complete the recovery of the rental hardware in her possession.
At this time, the dealer has confirmed they were able to recover the external rental hardware, but have not been able to retrieve the service modem. They have noted making several unsuccessful attempts to reach Ms. [redacted] to discuss the return of the modem. To this end, we would encourage Ms. [redacted] to follow up with the dealer, [redacted] to facilitate the return of the modem. She can do so by arranging to have the dealer back out to her residence or by dropping the modem off at their office and retaining a receipt of the return.
In closing, Xplornet would again wish to emphasize that the charge billed to Ms. [redacted] is not an early cancellation penalty but a hardware charge for equipment which she has not yet returned. Once we are able to confirm the return of the service modem, the hardware charge billed to her account will be removed.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/05/12) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account and have agreed...
to waive the remainder of his service agreement. In doing so, we have reversed the early cancellation fee he was billed and having confirmed the recovery of our rental hardware on May 9th, there are no further charges owing on his account.
Our billing department will be issuing a refund for the credit balance remaining on [redacted]'s account shortly and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused him.
In closing, we hope [redacted] will find this to represent an acceptable response and thank him for his patience as we investigated his concerns in the interest of reaching a mutually acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of his 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] reached out to Xplornet Communications on September 30, 2016, to transfer the ownership of his Xplornet account to another individual who would be taking over the services. As of October 11, 2016, the transfer was complete. Due to proration, a payment for the full amount was processed on October 5, 2016, and any amounts paid past the date of the transfer were credited back to the account upon the completion of the transfer.
Unfortunately there was a delay in refunding the amount back to [redacted]'s credit card, outside of our normal turnaround time, and Xplornet apologizes for any inconvenience or hardship that this delay has caused him. [redacted]'s refund of $[redacted] has been refunded back to the credit card listed on file as of December 1, 2016 and should be visible on his statements.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns addressed in his complaint.
Initial Business Response /* (1000, 5, 2016/03/14) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history and...
are prepared to meet her desired resolution in light of the difficulties she's reported, along with the time that has passed since her August 2014 cancellation and the subsequent reversal of her early cancellation payment in October '14.
We have reached out to the Collection agency handling [redacted]'s account to request that her file be closed and have instructed our billing department to reverse the $[redacted] outstanding balance remaining on her account. Once completed, her account will be closed with a $0 final balance and she should not expect to receive any further communications in relation to this matter.
In closing, having agreed to meet [redacted]'s desired resolution we hope she will find this to represent an acceptable response.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to accept this response, as it is the response I requested, and feel is fair. Thank you to the Revdex.com for their help in this matter.
Initial Business Response /* (1000, 5, 2016/07/08) */
Thank you for forwarding the information provided by [redacted] to our attention. The following is available for review.
After receiving notice of his complaint, Xplornet completed a review of the concerns [redacted] has raised relating to the...
site survey fee he incurred after testing was completed to assess his location for service availability. Based on our review, while we have spoken with the dealer to confirm [redacted] was notified in advance of his site visit that in the event he wasn't able to attain the service he would be responsible for a site survey charge we recognize that this was not initially discussed at the time of his sales call and for this we apologize.
Xplornet will agree to cover the cost associated with the site survey however where the charge itself was not billed through Xplornet and was legitimate based on the work that was performed; we are unable to waive the charge. To this end, Xplornet would request that [redacted] facilitate payment for the invoice he receives through the dealer and notify us once completed, at which time our billing department will issue a cheque to reimburse him for the $** ($[redacted] taxes in) site survey charge.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/08) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of [redacted]'s complaint, Xplornet completed a review of his account in light...
of the service concerns he's reported. Based on our review, we recognize [redacted] has reported ongoing difficulties with his connection and sincerely regret any inconvenience this issue has caused him.
At the time of his submission, Xplornet had made arrangements to have the installer sent back out to [redacted]'s residence to address an issue a technician identified with his signal that required his receiver to be realigned and have issued a one month credit to his account to offset his recent service charges. The work order was completed on [redacted]h at which time the installer was able to successfully realign his system to an alternate service tower with greater signal stability and performance based on the testing completed on site. In completing the work order we are confident that [redacted]'s service experience has improved however if the issue persists, we would encourage him to reach out to our Care Centre [redacted] to have a technician reassess his connection.
In closing, Xplornet would again wish to extend our regrets to [redacted] for his inconvenience and thank him for his patience as we worked to address the concerns raised in his complaint. We hope he will find this to be an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (4200, 12, 2016/01/20) */
[redacted]
Lots of talk but I barely have internet service or exceptionally slow internet service, contrary to what I contracted. Xplornet is not completing their end of the contract by, in spite of my frequent calls for assistance,regularly providing no speed or speeds so slow I can't operate. Their regular speeds are approximately 0.97MBPS download and 0.18MBPS upload, when I contracted and am paying for an download speed of up to 5MBPS. I have NEVER received 5MBPS download, ever. At the best, and only for a short period of time have I had 4.85MBPS, absolute best. I need constant continued service, not sporadic service that nobody can seem to repair. [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. Thank you.
Initial Business Response /* (**00, 5, **16/03/24) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the difficulties he's reported with his connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for bringing his concerns to our attention. Based on our review we have identified that the network he connect to for service does experience periods of heavy usage which can have an impact on his connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in [redacted]'s area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customers. To this end, Xplornet's Network Operations and Engineering teams continue to monitor the issue and we can assure [redacted] that we are doing everything within our control to resolve this matter.
At this time, while we do not have a specific date to provide [redacted] we can advise upgrades are scheduled to be completed in his area by the end of May '16. In the interim, as we continue to work towards addressing the issue, Xplornet has placed a 1 month credit on [redacted]'s account ($[redacted]) and will agreed to increase the $** recurring 6 month discount he is receiving to $** as a sign of good faith. The 1 month credit, along with the adjustment to his recurring discount will be noted on his next month's invoice and we will continue to provide him with updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards completing network improvements.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand that during prime time internet speeds will suffer from network congestion. Unfortunately, I experience these unusable speeds at all hours of the day. The most recent phone call to the "customer service" dept was at 1:30 pm in the afternoon on a weekday, hardly prime time or heavy usage being the middle of the day. [redacted]
Final Business Response /* (4000, 9, **16/04/05) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention, in response the following is available for review.
Xplornet has acknowledged that we are aware of periods of high traffic being experienced on the tower; specific to the access panel [redacted] connects to for his internet service which can occur at various times of day and as a result his connection speeds can be impacted. As we've previously noted, our Network Operations and Engineering teams are continuing to monitor the situation and we are doing everything within our control to address the issue while awaiting the completion of necessary upgrades in the area.
Recognizing that this is a known network issue, Xplornet is providing [redacted] with a recurring 6 month $** discount and have issued a 1 month credit ($[redacted]) to his account in compensation for the difficulties he's experienced. That being said, we understand that this issue has been a source of frustration for [redacted] and as a further gesture of good will Xplornet will agree to waive the remainder of his 1 year service commitment allowing him to finalize his account without penalty if he remains unsatisfied with his service experience.
In closing, Xplornet will continue to keep [redacted] apprised of any further updates on the upcoming upgrades being completed in his area when contacting our Care Centre and we would again wish to extend our apologies for any inconvenience this matter has caused.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2015/12/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet submits the following for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted].'s account...
history in light of the concerns [redacted] has raised relating to recent usage charges billed to the account. Based on our review, Xplornet has verified that their account has shown a significant increase in their usage in recent months which resulted in their account being billed overage charges in line with the terms of their plans monthly usage allowance.
All customers on usage based billing plans are provided notifications via email as they approach (80%) and reach (100%) their monthly usage allowance, along with access to a usage tracker through their customer portal. Our records reflect that all appropriate notifications were sent to the email address Xplornet had on file, which was in place since the establishment of their account and was also where their service invoices were being sent. We had no reason to believe there were any issues with the notifications being sent on their account as they had never contacted us previously to update the email address on file. Where [redacted] has since updated the email address on the account, all future notifications will be sent to the updated address.
With respect to the usage charges they have been billed; while we have verified that the data being reported by their subscriber modem is correct and does correspond to usage at their location, where there is a significant increase in the volume they have used in recent months when compared to their previous monthly usage, Xplornet is prepared to adjust their charges in the interest of reaching a mutually acceptable agreement to resolve this matter.
To this end, Xplornet has reversed the greater of the 2 recent usage charges they were billed, placing a [redacted] (before tax) usage credit on their account. Additionally, as a gesture of good faith, we have also applied a one month service credit of $[redacted] (before tax), making the total adjustment to their balance $[redacted] (before tax). Further to this, In reviewing the alternate service packages available at their location, we would also be able to adjust their package to move them to a 'limited state' based service plan at a comparable monthly rate to avoid any future usage charges however they would need to contact our Care Centre[redacted] to request this be completed and discuss their package options.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] and [redacted] for any inconvenience this matter has caused, thank them for bringing their concerns to our attention, and we hope they will find this to represent an acceptable response to their complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We would like to accept this response from Xplornet, as we find it an acceptable response and an adequate offer. We will be contacting their Care Centre to arrange a package update. We would again like to thank Xpornet for their time and efforts in our case and the Revdex.com for their quick and efficient assistance.
Initial Business Response /* (1[redacted], 5, 2*16/11/1*) */
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 in light of...
the concerns she's raised surrounding her rental hardware recovery and in good faith we have agreed to waive all hardware charges billed to her account.
To this end, our billing department has reversed all hardware charges billed to [redacted] and a refund cheque of $[redacted] will be issued for the prorated service credit remaining. We can confirm that no further charges are owed on her account and once her refund is completed, her account will be closed with a $* final balance.
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 concerns in the interest of reaching a mutually acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2[redacted], 7, 2*16/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept explornets response, as long as the company stands by their response fully, however I would like this in writing from explornet and sent to my personal home address.
[redacted]
Thank you for forwarding the information provided by [redacted].
Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of the loss of service on her fixed wireless services. Upon receipt of [redacted]’s complaint, a thorough review of the account...
history has been completed in order to address the concerns outlined in her complaint to the Revdex.com.
In review of the account, our records show that Xplornet determined we were unable to repair the service and improve [redacted]’s service experience. As such, Xplornet advised that [redacted] had the option to cancel with no penalty, or we could explore conversion options to other Xplornet platforms with no upfront cost to her; requiring a new 2 year agreement, shortened to 1 year in acknowledgement of her concerns. [redacted] advised that she did not want to sign a new contract so no changes were made on her account. That being said, in the interest of resolving [redacted]’s concerns, Xplornet would agree to treat her account as if she were not on contract should she decide to switch to a newer platform and remain unsatisfied and wish to cancel her services. As we do not have the option to give her a no-contract upgrade, a note will be placed on the account to ensure that the contract not be enforced should [redacted] encounter any difficulties.
If [redacted] would like to complete the conversion or process a cancellation, we would ask that she reach out to Xplornet at her earliest convenience; we are available 24/7/365 at [redacted]
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, 2016/10/06) */
Thank you for forwarding the information provided from [redacted] to our attention.
Upon receipt of her complaint, review of the account history was completed to address the concerns that [redacted] has raised in her complaint to the Revdex.com....
Xplornet was contacted by [redacted] on April 12, 2016, to discuss obtaining services at her new home. While on the phone with our sales representative, it was discussed that it would be a 2 year term on our Fixed Wireless LTE service that was available in her area. The contract was not disputed at this time. Upon contacting Xplornet in October 2016 to cancel her account, [redacted] was advised that there would be termination fees of $**/month for each existing month remaining on her contract should she decide to cancel the account before the term was up. In discussion with one of our representatives we advised her that the termination fees would amount to $[redacted] should she choose to terminate. Unfortunately we had advised of the wrong amount as, due to the fact that she was on a 2 year term, rather than a 1 year agreement, and her termination fees would have capped out at $[redacted] before applicable taxes.
Due to the miscommunication, and in the interest of resolving [redacted]'s complaint and providing quality service experience, Xplornet is willing to honor the original amount that was quoted to her in regards to the termination fees. [redacted]'s Xplornet account is scheduled to be cancelled on October 20, 2016, and we have agreed to charge her $[redacted] + taxes for the cancellation fees instead of the aforementioned $[redacted] + taxes. In discussion with [redacted] she has acknowledged the efforts that Xplornet has made to resolve her complaint and has confirmed that she considers the matter to be resolved.
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank her for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,
[redacted]
Customer Care Response Coordinator
Xplornet Communications Inc.
TFN: [redacted]
Initial Business Response /* (1000, 5, 2016/02/05) */
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 relating to his...
request to transfer the ownership of his services as he will be relocating on [redacted]. Based on our records, as our care representatives have advised [redacted], due to privacy concerns Xplornet is not able to offer customers the option to transfer the ownership of their account.
That being said, in the interest of reaching a mutually acceptable resolution with [redacted] Xplornet is willing to waive his early cancellation fee once the new homeowners establish an account and maintain the service for an initial 30 days. Conversely, in the event that they do not sign up for service, as a gesture of good will, Xplornet is prepared to reduce [redacted]' early cancellation fee by 50%.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find our proposal to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/09/09) */
Thank you for forwarding the information provided by [redacted] in his complaint. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the service concerns he's noted following the cancellation of his account. Based on our review, a technical assessment of his system confirmed his signal met the necessary requirements for his service package however where no troubleshooting was competed we could not rule out any external factors that may have impacted his experience. At the time of his August 24th cancellation request the degradation of the service was the result of his account being suspended for non-payment.
With that being said, in the interest of resolving his complaint and recognizing that [redacted] has been a longstanding customer, Xplornet will agree to waive the $[redacted] outstanding balance remaining on his account to complete his cancellation and hope he will find this to represent an acceptable resolution.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter may have caused and thank him for his time as a valued customer.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 8, 2016/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/05/31) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history and we...
will not be seeking to hold him to his early cancellation fee. To this end, a credit has been applied to [redacted]'s account to offset the costs associated with the charge and the adjustment will be reflected on his final invoice.
In closing, we would like to thank [redacted] for his time as a valued customer and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/07) */
Received consumer response
So thats good but they took next month payment of $** from my credit card which I they owe me
Final Business Response /* (4000, 12, 2017/06/14) */
Thank you for forwarding the response provided by [redacted] to our attention. In response, the following is available for review.
[redacted] can expect his refund in 5-10 business days.
Sincerely,
Xplornet Communications
Initial Business Response /* (**00, 5, 2016/01/22) */
Thank you for forwarding the information submitted by [redacted]. [redacted] to our attention. In response, the following is available for review.
After receiving notice of their complaint, Xplornet completed a review of the [redacted]s'...
account history to investigate the difficulties they've reported with their connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank them for bringing their concerns to our attention. Based on our review, we have identified that the network they connect to for service does experience periods of high usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in their area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customers. Xplornet's network operations team is monitoring the issue and we can assure the [redacted]s that we are doing everything within our control to resolve this matter.
At this time Xplornet does not have a specific time frame for when this issue will be rectified and regret that this matter has been a source of frustration for the [redacted]s. In the interim, while we continue to work towards addressing the issue, Xplornet has placed an additional 2 week credit on their account along with a recurring $** service discount for the next 6 months, both of which will be visible on their next invoice and we will continue to provide them with updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to the [redacted]s for any inconvenience this matter has caused and thank them for their patience as we continue to monitor the experience on their service tower and endeavor to make improvements to the network.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet's response is satisfactory, provided that they follow through with their promise to work toward providing good service.
We will accept the discount offered as a temporary means of compensation for the lack of service, in hopes that we will eventually receive the service we expected.
It is unfortunate that we have to get Revdex.com involved in order to get a serious response, but having tried numerous times to get Xplornet to take us seriously, we felt this was the only way. [redacted]
Initial Business Response /* (1000, 5, 2015/12/11) */
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 the [redacted]'s account in...
light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our service. First, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused him. We can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future.
The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our network. The specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installed. As with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's ** day money back guarantee policy.
Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experience. In completing a review of [redacted]'s system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concerns. Unfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the network. While our technicians have explained to [redacted] that; pursuant to our Terms of Service (Sec. 3 "The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location.
At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolution. To this end, in good faith, Xplornet has adjusted [redacted]'s service charges to apply a recurring $** discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolved. Further to this, Xplornet will also commit to extending [redacted]'s money back guarantee period by an additional ** days to January 25, 2016 allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service.
In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attention. We hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (**00, 12, 2016/01/04) */
Good morning,
I apologize for not getting back you by the 7 day deadline but unfortunately with the holidays, I fell behind. I have also been waiting over 2 weeks for the company to respond to additional concerns that have come up.
Additional issues on this file include:
- I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately 1 mbps in the evenings. This is 4% of my stated plans maximum and would not even allow me to watcha 2 minute [redacted] video without it stalling multiple times to the point where I gave up. It is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount.
- Daytime rates have dropped significantly. This is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximum. Or even half that rate.
- The company has proceeded to charge me the full amount even though it has stated here that it would apply a $** discount on an ongoing basis until the company was able to resolve the issues. I have not seen any refund processed.
- The support staff have told me that 1 mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager.
- The company in its response stated that I was told that I would have a ** day refund period. That is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clients. I was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all times. I asked on peak hour policies. I informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signal. I informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable service. I informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong service. I also informed the technician of this fact when he came to do the site assessment. [redacted] and now I am expected to bear the cost of paying more for less. This is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contract. I will incur significant cost or be forced to sign into another contract to reestablish my prior service.
- The company continues to aggressively advertise its services in my area and that it can rovide plans with up to 25 mbps download speeds when it has admitted its response that it does not have the capacity to deliver these services. This is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing. [redacted]
[redacted]
Final Business Response /* (4000, 14, 2016/01/11) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the network. Our Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available.
With respect to [redacted]'s experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completed. To this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke with. As we've noted, [redacted]'s concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused.
In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $** monthly discount until the issue is addressed, and have extended his ** day money back guarantee period by a full ** days to provide him with additional time to determine if he wishes to maintain the service. The credit was applied to [redacted]'s account in December and was reflected on his December 25th service invoice.
As an additional gesture of good will, Xplornet has requested our billing department credit [redacted]'s account for his initial one time activation fee of $[redacted] Further to this, if [redacted] continues with our service following the completion of his extended ** day money back guarantee period Xplornet will waive the remainder of his 1 year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience.
In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/02/11) */
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 in...
light of the concerns she's raised with her service experience and her request to have her outstanding balance waived. Based on our review, we've confirmed that the [redacted] agreed to a 1 year service commitment on our [redacted] Satellite network and their services were installed on July 28th, 2015.
As part of our service activation process, customers are required to confirm their service agreement by completing our Customer Activity Centre, at which time they verify their contact and billing information, and acknowledged they have read and accept our Terms of Service. Our records reflect the [redacted] completed this process on August 8th and following their activation, they were provide a full 30 day money back guarantee period to ensure they were satisfied with the service before becoming bound to their contract term.
The first time we received a report of service concerns from the [redacted] was on October 5th at which time they reported a problem with their browsing experience. The dealer then verified their connection was within the guidelines of their service package. We heard back from [redacted] in November 2015, at which time she reported problems navigating to specific sites online, but we were unable to completed proper troubleshooting as she was unable to bypass her router. Xplornet recommended that she contact her router manufacturer for assistance or callback for additional support once she was able to establish a direct connection to the modem.
The [redacted] did not complete further troubleshooting and contacted our Care Centre on December 7th to request their account be cancelled but we were able to reach an agreement to place their service on a no-charge seasonal suspension until they returned to the location. Unfortunately, due to the timing of the suspension they received an automated invoice that was generated prior to the agreement to suspend their service without charge and they followed up with us on December 28th to finalize their account, despite our assurances that the adjustment would be reflected on the following months invoice and after being advised they would be responsible for an early cancellation fee of $[redacted] (before tax).
Having said this, in the interest of reaching a mutually acceptable resolution with the [redacted] Xplornet has reduced the early cancellation fee billed to their account by 50%, from [redacted] to $[redacted] (before tax) and as a further gesture of good will, we have also issued a 1 month service credit of [redacted] (before tax) to their account.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused the [redacted] and hope they will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we had a contract for service which them didn't,t provide and I,be been calling them since August telling them I had no service I did trouble shooting 6 times where nothing worked each time I was one the phone with them I don't have time to be doing this or do I expect 6 times and refused to sent anyone to help I had [redacted] in my home in [redacted] for ever [redacted]
Final Business Response /* (4000, 10, 2016/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
Xplornet's records do not reflect that the [redacted]' connection was unusable during their time with our service. The concerns reported related to intermittent issues when browsing to specific sites which required additional troubleshooting to diagnose. Unfortunately, where the [redacted] did not have access to a device that met Xplornet's system requirements our technicians were unable to complete necessary troubleshooting which required that the [redacted] bypass their router to establish a direct connection to the modem.
To this end, as we explained in our original response, we reached an agreement with the [redacted] to place their account on a no-charge suspension until they returned to the location in the spring with a supported device to complete further troubleshooting and if necessary, Xplornet would issue a work order under warranty to complete repairs to their rental hardware. Regrettably, this arrangement did not come to fruition as the [redacted] contacted us to finalize their account on December 28th
and subsequently completed payment reversals for previously service charges.
That being said, we understand this matter has been a source of frustration for [redacted] and in good faith, Xplornet has waived the remainder of the early cancellation fee billed to their account as a gesture of good will. This places the total credit we have applied to the [redacted]' account at $[redacted] (taxes in).
In closing, Xplornet would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
I am rejecting this response because:The account is in my wife’s name. [redacted]
Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of her complaint, Xplornet complete a review of [redacted]'s account based on...
the concerns she has raised relating to her service charges following an upgrade she completed on [redacted] to increase the monthly bandwidth allowance of her service package. First, we would like to extend our apologies for any inconvenience this matter has caused, along with our regrets for any misunderstanding that arose following the receipt of her November service invoice.
To provide the best service experience for our customers, when a package upgrade is requested we are able to complete the adjustment on the same day however, if the upgrade occurs in the middle of a bill cycle period, the prorated charges associated with the package change are applied to the following months invoice. Unfortunately, in this case it does not appear that this was adequately explained to [redacted] prior to her next invoice being issued and she was not able to make arrangements to facilitate payment for the adjusted amount once it was received.
In light of this, a representative from Xplornet's Loyalty team spoke with [redacted] along with her [redacted] in the interest of identifying a mutually acceptable arrangement that would allow her to maintain her package upgrade at a reduced monthly rate. To this end, as a gesture of good faith, we have reached an agreement to apply a recurring monthly discount of $** to match her original package pricing ([redacted] and she will retain her increased bandwidth allowance.
In closing, we would again wish to extend our apologies to [redacted] for her inconvenience and thank her for her patience as we worked to identify a solution to address her billing concerns.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for forwarding the information provided by Ms. [redacted] in her complaint. We have completed a formal review of her account history and present the following for review.
After being notified of Ms. [redacted]'s cancellation request the...
matter was reviewed internally. Based on the time she had been with us, and where she had raised concerns about her usage requirements during her initial 30 days, the decision to charge a cancellation penalty was rescinded. In light of this, Xplornet did not bill Ms. [redacted] an early cancellation fee.
Following that decision agents attempted to reach Ms. [redacted] on multiple occasions to inform her that we would not be billing a cancellation penalty. Regrettably, after leaving multiple messages at the contact number on file, we did not hear back from Ms. [redacted] and proceeded with the cancellation of her account; in line with her request, issuing a work order to complete the recovery of the rental hardware in her possession.
At this time, the dealer has confirmed they were able to recover the external rental hardware, but have not been able to retrieve the service modem. They have noted making several unsuccessful attempts to reach Ms. [redacted] to discuss the return of the modem. To this end, we would encourage Ms. [redacted] to follow up with the dealer, [redacted] to facilitate the return of the modem. She can do so by arranging to have the dealer back out to her residence or by dropping the modem off at their office and retaining a receipt of the return.
In closing, Xplornet would again wish to emphasize that the charge billed to Ms. [redacted] is not an early cancellation penalty but a hardware charge for equipment which she has not yet returned. Once we are able to confirm the return of the service modem, the hardware charge billed to her account will be removed.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/05/12) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account and have agreed...
to waive the remainder of his service agreement. In doing so, we have reversed the early cancellation fee he was billed and having confirmed the recovery of our rental hardware on May 9th, there are no further charges owing on his account.
Our billing department will be issuing a refund for the credit balance remaining on [redacted]'s account shortly and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused him.
In closing, we hope [redacted] will find this to represent an acceptable response and thank him for his patience as we investigated his concerns in the interest of reaching a mutually acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of his 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] reached out to Xplornet Communications on September 30, 2016, to transfer the ownership of his Xplornet account to another individual who would be taking over the services. As of October 11, 2016, the transfer was complete. Due to proration, a payment for the full amount was processed on October 5, 2016, and any amounts paid past the date of the transfer were credited back to the account upon the completion of the transfer.
Unfortunately there was a delay in refunding the amount back to [redacted]'s credit card, outside of our normal turnaround time, and Xplornet apologizes for any inconvenience or hardship that this delay has caused him. [redacted]'s refund of $[redacted] has been refunded back to the credit card listed on file as of December 1, 2016 and should be visible on his statements.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns addressed in his complaint.
Initial Business Response /* (1000, 5, 2016/03/14) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history and...
are prepared to meet her desired resolution in light of the difficulties she's reported, along with the time that has passed since her August 2014 cancellation and the subsequent reversal of her early cancellation payment in October '14.
We have reached out to the Collection agency handling [redacted]'s account to request that her file be closed and have instructed our billing department to reverse the $[redacted] outstanding balance remaining on her account. Once completed, her account will be closed with a $0 final balance and she should not expect to receive any further communications in relation to this matter.
In closing, having agreed to meet [redacted]'s desired resolution we hope she will find this to represent an acceptable response.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to accept this response, as it is the response I requested, and feel is fair. Thank you to the Revdex.com for their help in this matter.
Initial Business Response /* (1000, 5, 2016/07/08) */
Thank you for forwarding the information provided by [redacted] to our attention. The following is available for review.
After receiving notice of his complaint, Xplornet completed a review of the concerns [redacted] has raised relating to the...
site survey fee he incurred after testing was completed to assess his location for service availability. Based on our review, while we have spoken with the dealer to confirm [redacted] was notified in advance of his site visit that in the event he wasn't able to attain the service he would be responsible for a site survey charge we recognize that this was not initially discussed at the time of his sales call and for this we apologize.
Xplornet will agree to cover the cost associated with the site survey however where the charge itself was not billed through Xplornet and was legitimate based on the work that was performed; we are unable to waive the charge. To this end, Xplornet would request that [redacted] facilitate payment for the invoice he receives through the dealer and notify us once completed, at which time our billing department will issue a cheque to reimburse him for the $** ($[redacted] taxes in) site survey charge.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/08) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of [redacted]'s complaint, Xplornet completed a review of his account in light...
of the service concerns he's reported. Based on our review, we recognize [redacted] has reported ongoing difficulties with his connection and sincerely regret any inconvenience this issue has caused him.
At the time of his submission, Xplornet had made arrangements to have the installer sent back out to [redacted]'s residence to address an issue a technician identified with his signal that required his receiver to be realigned and have issued a one month credit to his account to offset his recent service charges. The work order was completed on [redacted]h at which time the installer was able to successfully realign his system to an alternate service tower with greater signal stability and performance based on the testing completed on site. In completing the work order we are confident that [redacted]'s service experience has improved however if the issue persists, we would encourage him to reach out to our Care Centre [redacted] to have a technician reassess his connection.
In closing, Xplornet would again wish to extend our regrets to [redacted] for his inconvenience and thank him for his patience as we worked to address the concerns raised in his complaint. We hope he will find this to be an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (4200, 12, 2016/01/20) */
[redacted]
Lots of talk but I barely have internet service or exceptionally slow internet service, contrary to what I contracted. Xplornet is not completing their end of the contract by, in spite of my frequent calls for assistance,regularly providing no speed or speeds so slow I can't operate. Their regular speeds are approximately 0.97MBPS download and 0.18MBPS upload, when I contracted and am paying for an download speed of up to 5MBPS. I have NEVER received 5MBPS download, ever. At the best, and only for a short period of time have I had 4.85MBPS, absolute best. I need constant continued service, not sporadic service that nobody can seem to repair. [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. Thank you.
Initial Business Response /* (**00, 5, **16/03/24) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the difficulties he's reported with his connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for bringing his concerns to our attention. Based on our review we have identified that the network he connect to for service does experience periods of heavy usage which can have an impact on his connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in [redacted]'s area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customers. To this end, Xplornet's Network Operations and Engineering teams continue to monitor the issue and we can assure [redacted] that we are doing everything within our control to resolve this matter.
At this time, while we do not have a specific date to provide [redacted] we can advise upgrades are scheduled to be completed in his area by the end of May '16. In the interim, as we continue to work towards addressing the issue, Xplornet has placed a 1 month credit on [redacted]'s account ($[redacted]) and will agreed to increase the $** recurring 6 month discount he is receiving to $** as a sign of good faith. The 1 month credit, along with the adjustment to his recurring discount will be noted on his next month's invoice and we will continue to provide him with updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards completing network improvements.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand that during prime time internet speeds will suffer from network congestion. Unfortunately, I experience these unusable speeds at all hours of the day. The most recent phone call to the "customer service" dept was at 1:30 pm in the afternoon on a weekday, hardly prime time or heavy usage being the middle of the day. [redacted]
Final Business Response /* (4000, 9, **16/04/05) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention, in response the following is available for review.
Xplornet has acknowledged that we are aware of periods of high traffic being experienced on the tower; specific to the access panel [redacted] connects to for his internet service which can occur at various times of day and as a result his connection speeds can be impacted. As we've previously noted, our Network Operations and Engineering teams are continuing to monitor the situation and we are doing everything within our control to address the issue while awaiting the completion of necessary upgrades in the area.
Recognizing that this is a known network issue, Xplornet is providing [redacted] with a recurring 6 month $** discount and have issued a 1 month credit ($[redacted]) to his account in compensation for the difficulties he's experienced. That being said, we understand that this issue has been a source of frustration for [redacted] and as a further gesture of good will Xplornet will agree to waive the remainder of his 1 year service commitment allowing him to finalize his account without penalty if he remains unsatisfied with his service experience.
In closing, Xplornet will continue to keep [redacted] apprised of any further updates on the upcoming upgrades being completed in his area when contacting our Care Centre and we would again wish to extend our apologies for any inconvenience this matter has caused.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2015/12/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet submits the following for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted].'s account...
history in light of the concerns [redacted] has raised relating to recent usage charges billed to the account. Based on our review, Xplornet has verified that their account has shown a significant increase in their usage in recent months which resulted in their account being billed overage charges in line with the terms of their plans monthly usage allowance.
All customers on usage based billing plans are provided notifications via email as they approach (80%) and reach (100%) their monthly usage allowance, along with access to a usage tracker through their customer portal. Our records reflect that all appropriate notifications were sent to the email address Xplornet had on file, which was in place since the establishment of their account and was also where their service invoices were being sent. We had no reason to believe there were any issues with the notifications being sent on their account as they had never contacted us previously to update the email address on file. Where [redacted] has since updated the email address on the account, all future notifications will be sent to the updated address.
With respect to the usage charges they have been billed; while we have verified that the data being reported by their subscriber modem is correct and does correspond to usage at their location, where there is a significant increase in the volume they have used in recent months when compared to their previous monthly usage, Xplornet is prepared to adjust their charges in the interest of reaching a mutually acceptable agreement to resolve this matter.
To this end, Xplornet has reversed the greater of the 2 recent usage charges they were billed, placing a [redacted] (before tax) usage credit on their account. Additionally, as a gesture of good faith, we have also applied a one month service credit of $[redacted] (before tax), making the total adjustment to their balance $[redacted] (before tax). Further to this, In reviewing the alternate service packages available at their location, we would also be able to adjust their package to move them to a 'limited state' based service plan at a comparable monthly rate to avoid any future usage charges however they would need to contact our Care Centre[redacted] to request this be completed and discuss their package options.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] and [redacted] for any inconvenience this matter has caused, thank them for bringing their concerns to our attention, and we hope they will find this to represent an acceptable response to their complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We would like to accept this response from Xplornet, as we find it an acceptable response and an adequate offer. We will be contacting their Care Centre to arrange a package update. We would again like to thank Xpornet for their time and efforts in our case and the Revdex.com for their quick and efficient assistance.
Initial Business Response /* (1[redacted], 5, 2*16/11/1*) */
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 in light of...
the concerns she's raised surrounding her rental hardware recovery and in good faith we have agreed to waive all hardware charges billed to her account.
To this end, our billing department has reversed all hardware charges billed to [redacted] and a refund cheque of $[redacted] will be issued for the prorated service credit remaining. We can confirm that no further charges are owed on her account and once her refund is completed, her account will be closed with a $* final balance.
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 concerns in the interest of reaching a mutually acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2[redacted], 7, 2*16/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept explornets response, as long as the company stands by their response fully, however I would like this in writing from explornet and sent to my personal home address.
[redacted]