Initial Business Response /* (1000, 12, 2017/02/09) */
Thank you for forwarding the information provided by [redacted].
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light of the concerns she's reported with her monthly usage allowance...
and the available service packages. Based on our review, we've confirmed [redacted] is currently subscribed to the highest offering available in her area, our Xplore 10/75GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 75GB.
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowance. For customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, [redacted] has declined both of these options.
At this time, we do not have any alternative service options available at [redacted]'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowances. To this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch 2 next generation satellites. In the interim, in light of [redacted]'s concerns and the current package offerings available in her area, Xplornet would be willing to waive any costs associated with the termination of her Xplornet account should she decide to cancel.
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 6, 2017/05/12) */
Thank you for forwarding the information provided by [redacted].
After receiving notice of [redacted]'s complaint, Xplornet completed a review of the account history in light of the concerns she reported with degraded connection speeds...
while an Xplornet customer and the subsequent fees applied to the account upon termination of the service. Past signal readings on the subscriber module installed at [redacted]'s location show that the signal was strong and meeting the requirements for the service package 'LTE 10/300' that she was subscribed to. This package boasts download speeds up to 10 Mbps with upload speeds up to 1 Mbps with 300GB of monthly usage allowance; our records show that [redacted] used an average of 217GB/month over the last 6 months that she had the service.
Evaluation of the network that [redacted] connected to shows that the sector is healthy and there are no known issues impacting service experience on this site. Troubleshooting completed by our representatives would suggest that [redacted]'s connection was delivering speeds as intended on her service. As is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the 10 Mbps service package she subscribes to as outlined in our terms of service on our website. That being said, in acknowledgement that the service was not meeting [redacted]'s expectations, as a show of good faith Xplornet would be willing to waive **% of the fees associated with the cancellation of the account. A credit of $[redacted] has been applied to the outstanding balance on the account to adjust the amount owing.
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications.
Initial Consumer Rebuttal /* (3000, 8, 2017/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my issue was not the internet it was the home phone not working,so because of this we lost some money on our work from not receiving calls.That is why we cancelled, our phone is very important for our work.We did not know anything about g.b.and towers. Would you be willing to settle for [redacted] dollars because of our bussiness loss. hopefully you will agree to this and this matter can be closed..thanks
Initial Business Response /* (1000, 11, 2016/08/18) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's raised relating to her existing service experience and the upgrade options available at her location. Based on our review technicians have identified that a work order would be required to restore [redacted]'s service but where she is outside of warranty coverage we have also provided her with the option of upgrading to our LTE service platform.
[redacted] spoke with an Xplornet supervisor on August 11th who has since clarified the options available at her location with respect to our LTE service plans including those more in line with her current service package and have noted that she under no obligation to complete the upgrade if she does not wish to do so. With that being said, in order to address her existing service concerns a work order is required and [redacted] would be responsible for the costs associated with repairs as her equipment warranty has expired.
Xplornet is currently waiting to hear back from [redacted] to confirm how she would prefer to proceed after the supervisor she spoke followed up by email to document her available service options. She can notify us of her decision by contacting our Care Centre [redacted] and a credit will be applied to her account for any documented downtime associated with her loss of service.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope she will find this to represent an acceptable response to her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 13, 2016/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response is more than ten days after the fact.
August 9th, Xplornet sent a email with the wrong phone number. And said they have tried to contact us. Instead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attached. NO, not Xplornet. [redacted]
My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet service. That would be 7 weeks of payments, back on our credit card. [redacted]
The issue has not be reified, so we have reverted to solving the issue ourselves. I have request [redacted] to come hook up their services, f[redacted]e. But if they check their records and emails, they would see that my [redacted], sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks.
[redacted]
Xplornet can come pick up their dish that is laying on our lawn.
Thank you Revdex.com for your help into this matter. I will be contacting you if we no not receive the funds back on our credit card.
[redacted]
Final Consumer Response /* (3000, 17, 2016/08/19) */
This response is more than ten days after the fact.
August 9th, Xplornet sent a email with the wrong phone number. And said they have tried to contact us. Instead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attached. NO, not Xplornet. They are not a credited company, from service to emails.
My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet service. That would be 7 weeks of payments, back on our credit card. But we know what kind of a company that Xplornet is that, that will take months to receive 7 weeks of funds, if any.
The issue has not be reified, so we have reverted to solving the issue ourselves. I have request [redacted] to come hook up their services, for less then Xplornet and we now have faster great working experience. But if they check their records and emails, they would see that my [redacted], sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks.
Larry Oddan
Account # [redacted]"
Xplornet can come pick up their dish that is laying on our lawn.
Thank you Revdex.com for your help into this matter. I will be contacting you if we no not receive the funds back on our credit card.
[redacted]
Final Business Response /* (4000, 19, 2016/08/24) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention.
We have confirmed the receipt of[redacted]'s email; in line with his request Xplornet has proceeded with the finalization of their account and a prorated credit has been applied to offset the remainder of their August '16 service charges.
Furthermore, with respect to their compensation request, Xplornet has issued a 2 month credit to their account and our billing department processed a refund totaling $[redacted] (taxes in) on August 23rd. They should expect to see their refund deposited back to the payment method on file within the next 24-48 business hours.
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and[redacted] and thank them for their time as valued Xplornet customers.
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light of the...
concerns he's raised relating to the cancellation of his service. Based on our review, we've identified that [redacted]'s account was placed on a temporary 6 month loyalty suspension in February 2015 after he contacted our Care Centre to advise that his computer was no longer working. As we did not hear back from [redacted], his services were reactivated automatically at the end of his temporary suspension and charges resumed in line with the terms of his service agreement.
That being said, recognizing that [redacted] was no longer under contract at the time his services were unsuspended and his system showed minimal usage, Xplornet is prepared to backdate his cancellation request to the date his service was reactivated. To this end, we have instructed our billing department to issue a refund for all payments we received from [redacted] after August 22, 2015 once we are able to recover the Xplornet rental hardware associated with his account.
In closing, we would like to extend our apologies to [redacted] for any misunderstanding that resulted when he discussed the finalization his account along with our regrets for and inconvenience this matter has caused. We would also like to thank him for his time as a valued Xplornet customer and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/12/21) */
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] was installed on Xplornet's satellite service February 2, 2016. His first invoice shows that there was a charge for the first month or service, including a service discount for the first three months, and a one-time activation fee of $[redacted]. Xplornet covers the cost of a basic installation, as outlined in our terms and conditions available on our website, but depending on the duration of the contract term selected there may be a one-time activation fee associated with the initiation of the account.
[redacted] is currently subscribed to the Xplore 10/100GB - UBB package which allows for download speeds up to 10 mbps with 100GB of monthly data. If [redacted] were to go over his usage, he would not see his speed reduced but would be charged overages of $*/GB every GB used beyond the 100GB included in his package. Review of the account shows that [redacted] had exceeded his usage in April, August, September, and October 2016, and as such incurred additional charges on bills for overages.
A representative from Xplornet attempted to reach [redacted] on December 18, 2016, after he had emailed in requesting to cancel, but the number [redacted] that we have listed on the account was not in service. If [redacted] is no longer using the services and would like to terminate his Xplornet account, we would ask that he contact us at his earliest convenience in order to complete that process. We are available 24/7 at [redacted] to best assist!
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and look forward to working with him to determine a satisfactory resolution to his complaint.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2017/01/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raised with his service experience. Based on our review, we recognize [redacted] has been a longstanding customer and regret the difficulties he's reported experiencing with the service and the cancellation of his account.
Xplornet has reversed the hardware charges billed to [redacted]'s account which will be refunded along with the $[redacted] prorated service credit applied following his cancellation. Further to this, as a gesture of good faith we have also issued a retroactive 6 month $** service discount ($[redacted] before tax) which will also be refunded back to [redacted]'s credit card. [redacted] should expect to receive his refund within the next 5-7 business days.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience while we investigated his complaint. We hope he will find our response to represent an acceptable resolution and would further like to thank him for his time as a valued customer.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response to this situation.
I am awaiting confirmation on the credit card for refunds as noted.
This could have been handled so much better than it was considering all the facts here.
To be clear specifically about cancellation issues - email did not work ; calling did not work ; finally I had to call and call and call to cancel.
The use of third party installers and issues surrounding this has compounded the issues here specific to the "equipment" issues. Don't even get me started on the bungled and unsafe first install.
Please note if the refunds as noted are not received promptly I will re-open this complaint and escalate it further - including CRTC and Competition Bureau.
[redacted]
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com.
Review of the account shows that the subscriber module installed at [redacted]...
[redacted]'s location was obtaining sufficient signal to support the package but was connecting to more than one access point in the area. If the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to another. In acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend [redacted]'s location to repoint the subscriber module. Now that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide [redacted] with an improved service experience.
While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network [redacted] connects to may experience some degradation in experience during periods of higher utilization on the network. Upgrades have been scheduled to add additional capacity to this site in February 2018. As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $74.99 which will be visible on the December 1, 2017 invoice.
In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that [redacted] experienced and thank him for his patience and understanding. If [redacted] has any further questions, comments, or concerns, we are available 24/7/365 at [redacted] to best assist.
Sincerely,Xplornet Communications.
Initial Business Response /* (1000, 5, 2015/09/11) */
Thank you for forwarding the information provided by [redacted]. In response, Xplornet presents the following for review.
After receiving notice of [redacted] complaint, Xplornet completed a review of her account history in light of the...
concerns she's raised relating to her monthly usage and the difficulties she's reported experiencing since completing a conversion to our newly available LTE network. Based on our review, [redacted] service conversion was recommended in the interest of improving her service experience after the difficulties she reported with her previous Expedience system were unable to be resolved.
In recommending the conversion, Xplornet reviewed the[redacted]' usage history and where they had not exceeded 75GB in recent months it was believed that our 75GB Limited State LTE plan would meet their usage requirements. As with all customers on Limited State and Usage Based Billing plans, Xplornet provides Usage Tracking through our Customer Portal allowing customers to monitor and review their usage, and email notifications are sent to customers who approach (80%), reach (100%) and exceed (120%) their monthly bandwidth allowance. Our records confirm all appropriate usage notifications have been sent to the[redacted] based on their usage history.
As agents have explained to [redacted], the service is working as intended based on the terms of her service package and she is responsible for monitoring her monthly usage if she wishes to prevent being placed in limited state after exceeding her bandwidth allowance. Based on their concerns, we have recommended they change to a Usage Based Billing plan where their speeds would not be impacted by exceeding their bandwidth allowance. Regrettably, in recommending this option to [redacted], she declined as she does not wish to pay for their increased bandwidth consumption.
In closing, while Xplornet regrets any inconvenience this matter has caused the[redacted], our review has concluded that their service is working as intended. Xplornet cannot provide a guarantee that the[redacted] will not exceed their monthly bandwidth allowance as their usage is not within our control. If they do not feel their current package is meeting their needs, they maintain the option to upgrade to a usage based billing plan which would prevent their speeds from being reduced when they exceed the monthly bandwidth allowance provided by their service package.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/27) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light...
of the concerns he's raised surrounding his recent cancellation request. Based on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused.
Xplornet has instructed our billing department to issue a $[redacted] credit to his account in order to adjust his final balance to reflect the backdated cancellation date. With the additional compensation, [redacted] final refund amounts to $[redacted] (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 7, 2016/08/03) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light...
of the concerns he's raised relating to his refund status following his decision to finalize his account within his initial 30 day money back guarantee period. Based on our review, we recognize [redacted] was unsatisfied with his service experience and where he cancelled his service within his initial 30 days a refund has been issued to reimburse him for his internet service charges.
In line with our 30 day money back guarantee policy, his account was credited for the internet service charges he was billed and a refund request was sent to our billing department. Unfortunately, as we have explained to [redacted] and his [redacted], where no pre-authorized payment method was provided and his payment was facilitated through an online banking transfer we were unable to issue the refund directly to his bank account. To this end, our billing department requested [redacted]'s refund be issued by cheque on July 12th and have advised that he should expect to receive his refund within the next 4-6 weeks.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to be an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 9, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need to make this man wait 4-6 weeks for a check supposedly sent in the mail. Xplorenet demanded the payment immediately which they received. Now they are making him wait 4-6 weeks?? [redacted] I asked them to cancel the check and send a check by courier which would have been here weeks ago but the company refused. [redacted] Xplorenet stated they sent the check on July 12th as to this day it is not received. This is August 4th. [redacted]
Final Business Response /* (4000, 12, 2016/08/16) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention.
In the interest of reaching a resolution to this matter, Xplornet has made arrangements with our billing department to have a new cheque issued for [redacted]'s refund which is being sent through Xpresspost. [redacted] should expect to receive his refund within the next 3-5 business days and we would again wish to extend our apologies for any inconvenience this matter has caused.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (4200, 14, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of August 17th 2016 I have still not received any money as promised! [redacted] Please retrieve my money for me. This was done on June 8th and was told they mailed the check out on July 12th which I have not received.
Initial Business Response /* (1000, 5, 2017/09/07) */
Thank you for forwarding the information provided by [redacted] to our attention. For reasons of Privacy, Xplornet is unable to disclose any information pertaining to the other accounts [redacted] references in his complaint.
A review of the...
account history was completed in order to address the concerns outlined in his complaint to the Revdex.com. Our records reflect that [redacted] is located in a remote area that is only accessible by ferry, requires additional time for travel and labor to make arrangements to service the location.
Xplornet contracts third party installers to service and install services in rural locations throughout Canada and covers up to 50 km round trip to and from our customer's location for each site visit. Our independent third party installer has advised that additional charges for mileage, time, and accommodations would be required in order to travel to the remote area where [redacted] lives. In discussion with the third party installer, they have confirmed they are able to attend [redacted]'s location. At this time, where the charges discussed would be billed between the third party contractor and the customer, we would advise [redacted] to reach out to the dealership directly in order to co-ordinate a trip to the area and to discuss potential costs involved.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns as outlined in his complaint to the Revdex.com.
Sincerely,
Xplornet Communication
Initial Business Response /* (1000, 5, **16/02/11) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raise relating to his request to be converted to our Fixed Wireless network after his recent conversion work order was returned indicating his location was outside of the coverage area.
Based on our review, we've identified that [redacted] contacted our Care Centre in October **15 to inquire about service availability on our Fixed Wireless network and was advised that he was not within range of the network but where we were expanding LTE coverage service may be available in the future. After hearing back from [redacted] in January **16, Xplornet agreed to cover the costs of a work order to complete a site survey at his location while noting that we could not guarantee that the service would be available. After hearing back from the dealer, they've advised they would not be able to attain sufficient line of sight at [redacted]'s location to allow for a service conversion to be completed.
Regrettably, while [redacted]'s postal code does place him within our Fixed Wireless coverage area, his residence is not able to access our Fixed Wireless network and satellite service remains the only Xplornet platform currently available. In the event that LTE becomes accessible at his location at a later date, Xplornet will agree to waive the associated upgrade fee and allow him to remain on a month to month service term.
In light of this, as [redacted] has noted, Xplornet has offered to provide with a recurring $** discount on his package if he wishes to maintain his current service and while Xplornet cannot offer to waive the overage charges associated with his current package, we would advise he maintains the option to move to a 'Limited State' based service plan that would not charge an overage fee but rather reduce his connection speeds once his bandwidth allowance has been exceeded. If [redacted] would like to discuss the option of changing his service package, he can do so by contacting our Care Centre [redacted]
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although it seems when written the way customer service has responded they are or have actually done something for me that is not case. Insulting at best. [redacted] Having paid overage for a poor service for such a great length of time to now be told I could have the bandwidth capped and then a slower speed to avoid paying more. Concerning I was never aware of this option and if it was to be slowed down I am not sure how this is even possible. Slower would then become stopped. [redacted] An actual solution could has saved my comments reaching my neighbours, community and with a simple post to [redacted] and other sites relating to internet providers. [redacted]
Overall. The response was insulting and if this can help at least one person to not make the mistake of doing business with you my time has not been wasted.
Final Business Response /* (4000, 9, **16/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
With respect to our "Limited State" packages, our records reflect that [redacted] contacted us to find out about conversion options relating to our LTE Fixed Wireless service in October '15 and did not note any concerns he was having with his usage allowance or overage fees.
In reviewing the usage history associated with his account, prior to October '15 [redacted] had only occasionally exceeded his 40GB monthly bandwidth allowance however since this time, his usage has increased each consecutive month, with his bandwidth consumption in January '16 being more than double that of his monthly average over the past 12 month period. To this end, if [redacted] wishes to move to a "Limited State" based plan, this option is available to him, however we cannot agree to waive the overage charges associated with his account to provide him with an unlimited service package as he has requested.
If [redacted] would like to review further details on how our "Limited state" plans work, he can do so on our website at[redacted]
In closing, while we regret that [redacted] is considering ending his service with us we would like to thank him for his time as a valued customer and extend our regrets for any inconvenience this matter has caused.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (4**0, 11, **16/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the regurgitated response there is nothing new and very little to do with my original complaint. Listening and defending is not customer service. I understand if this is viewed by other potential customers it may seem like a good idea but I am sure they can see through it. Overage waiving was a solution to the misinformation I was given and slow service. It was to help me tolerate what I called to cancel and given hope that a better service would be coming within a couple months. I did my part and stuck with it. Standing behind what I was told that did not happen. When is the service coming? Somebody when I called in **15 could tell me.
Initial Business Response /* (1000, 10, 2017/02/09) */
Thank you for forwarding the information provided by [redacted]
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light of the concerns he's reported with degraded connection...
speeds during peak usage times. Signal readings on the subscriber module installed at [redacted]'s location show that his signal is strong and meeting the requirements for the service package ' LTE 25/500' that he subscribes to. This package boasts download speeds up to 25 Mbps with upload speeds up to 1 Mbps with 500GB of monthly usage allowance.
Evaluation of the network that [redacted] connects to shows that the sector is healthy and there are no known issues impacting service experience on this site. Troubleshooting completed by our representatives would suggest that [redacted]'s connection is delivering speeds as intended on his service. As is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the 25 Mbps service package he subscribes to as outlined in our terms of service on our website. That being said, in acknowledgement that the service is not meeting [redacted]'s expectations, Xplornet would agree to waive any costs associated with terminating his Xplornet account in advance of his contract ending April 2018 should he decide to cancel. In order to process a cancellation we would ask that [redacted] reach out to us by phone at [redacted] at his earliest convenience to process the request.
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for his patience and understanding as we worked towards determining a satisfactory resolution to his complaint.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review. After receiving notice of his complaint, Xplornet completed a review of [redacted]’s account and in good faith; we will not seek to hold him to an early...
cancellation penalty if he proceeds with the cancellation of his account. In order to move forward with his cancellation, [redacted] would simply need to contact our Care Centre at [redacted] to confirm his request and we will make the necessary arrangements to recover the rental hardware in his possession. In closing, we would further like to extend our regrets to [redacted] for the difficulties he reported with his service experience and hope he will find this to represent an acceptable response to his complaint. Sincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/08/05) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's raised regarding the recovery of her rental hardware and the subsequent equipment charge billed to her account. Based on our review of [redacted]'s experience, Xplornet has revisited our earlier decision and have reversed the hardware charges billed to her account.
To this end, Xplornet's billing department has applied a hardware credit of $[redacted] (before tax) to [redacted]'s account and a refund will be issued back to her credit card for any service charges she was billed following her cancellation. While we will be making a further attempt to recover our hardware from [redacted]'s former residence, in the event that we are unable to do so she will not be held responsible for the replacement costs of the system.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope she will find this to represent an acceptable response to her complaint.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12553186, and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2017/10/25) */
Thank you for bringing the information provided by [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]' account history...
and would like to extend its regrets for the difficulties they have reported with their service experience. In good faith, Xplornet will not seek to hold the [redacted] to the contract renewal they entered into at the time of their service conversion and in the event they decide to move forward with the cancellation of their account, they will not be responsible for an early cancellation penalty.
In closing, we would further wish to extend our apologies to the [redacted] for any inconvenience this matter caused and hope they will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We regret that it took filing a complaint with the Revdex.com to get Xplornet to fully understand where we were coming from as consumers but appreciate that they were finally able to see our side. We also appreciate that they agreed to not hold us to our contract and are grateful for this resolution.
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet would like to extend its apologies to [redacted] for the difficulties she has encountered with the...
delays in retrieving the rental equipment and the subsequent charges for unrecovered hardware. Xplornet has reached out to the local service technician in [redacted]'s area and have asked that they reach out to book an appointment to recover the indoor equipment.
In the interim, a request to refund the payment processed has been sent to our billing apartment. Once approved, the refund should be reflected in [redacted]'s bank account within 3-5 business days.
In closing, we would like to thank [redacted] for her time as a valued customer and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/08) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]' account history and...
have agreed to meet the desired resolution he has requested. We have instructed our billing department to reverse the $[redacted] (pre-tax) early cancellation fee charge to his account and once completed a refund will be issued for his remaining credit balance.
At the time of his cancellation, Xplornet also issued a work order for the recovery of [redacted]' rental hardware which was unable to be completed following the[redacted] however upon further review we will not be seeking its retrieval and [redacted] will not be liable for its return.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his time as a valued Xplornet customer. We hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications
Xplornet extends its apologies for the issues that remain unresolved for [redacted].
As these issues have not been resolved, Xplornet has credited the early cancellation fees that are present on the account. This will appear on the next invoice as both a charge for early cancellation...
fees, along with a credit for the early cancellation fees foregoing any costs for cancellation.
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet Communications Inc.
Initial Business Response /* (1000, 12, 2017/02/09) */
Thank you for forwarding the information provided by [redacted].
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light of the concerns she's reported with her monthly usage allowance...
and the available service packages. Based on our review, we've confirmed [redacted] is currently subscribed to the highest offering available in her area, our Xplore 10/75GB 'Limited State' plan, providing speeds up to 10Mbps down/1Mbps up with a monthly bandwidth allowance of 75GB.
All customers are provided with access to a usage tracker to monitor their bandwidth consumption as well as email notifications as they approach and reach their monthly bandwidth allowance. For customers on "limited state' packages who do not wish to have their services slowed down once they've reached their limit, we provide the option to move to a usage based billing plan or to purchase a secondary service package however, [redacted] has declined both of these options.
At this time, we do not have any alternative service options available at [redacted]'s location however we are always in the process of evaluating our service offerings and understand the increasing demands for greater usage allowances. To this end, we are continuing to invest heavily in our satellite networks, having partnered with industry leaders to launch 2 next generation satellites. In the interim, in light of [redacted]'s concerns and the current package offerings available in her area, Xplornet would be willing to waive any costs associated with the termination of her Xplornet account should she decide to cancel.
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 6, 2017/05/12) */
Thank you for forwarding the information provided by [redacted].
After receiving notice of [redacted]'s complaint, Xplornet completed a review of the account history in light of the concerns she reported with degraded connection speeds...
while an Xplornet customer and the subsequent fees applied to the account upon termination of the service. Past signal readings on the subscriber module installed at [redacted]'s location show that the signal was strong and meeting the requirements for the service package 'LTE 10/300' that she was subscribed to. This package boasts download speeds up to 10 Mbps with upload speeds up to 1 Mbps with 300GB of monthly usage allowance; our records show that [redacted] used an average of 217GB/month over the last 6 months that she had the service.
Evaluation of the network that [redacted] connected to shows that the sector is healthy and there are no known issues impacting service experience on this site. Troubleshooting completed by our representatives would suggest that [redacted]'s connection was delivering speeds as intended on her service. As is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the 10 Mbps service package she subscribes to as outlined in our terms of service on our website. That being said, in acknowledgement that the service was not meeting [redacted]'s expectations, as a show of good faith Xplornet would be willing to waive **% of the fees associated with the cancellation of the account. A credit of $[redacted] has been applied to the outstanding balance on the account to adjust the amount owing.
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications.
Initial Consumer Rebuttal /* (3000, 8, 2017/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my issue was not the internet it was the home phone not working,so because of this we lost some money on our work from not receiving calls.That is why we cancelled, our phone is very important for our work.We did not know anything about g.b.and towers. Would you be willing to settle for [redacted] dollars because of our bussiness loss. hopefully you will agree to this and this matter can be closed..thanks
Initial Business Response /* (1000, 11, 2016/08/18) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's raised relating to her existing service experience and the upgrade options available at her location. Based on our review technicians have identified that a work order would be required to restore [redacted]'s service but where she is outside of warranty coverage we have also provided her with the option of upgrading to our LTE service platform.
[redacted] spoke with an Xplornet supervisor on August 11th who has since clarified the options available at her location with respect to our LTE service plans including those more in line with her current service package and have noted that she under no obligation to complete the upgrade if she does not wish to do so. With that being said, in order to address her existing service concerns a work order is required and [redacted] would be responsible for the costs associated with repairs as her equipment warranty has expired.
Xplornet is currently waiting to hear back from [redacted] to confirm how she would prefer to proceed after the supervisor she spoke followed up by email to document her available service options. She can notify us of her decision by contacting our Care Centre [redacted] and a credit will be applied to her account for any documented downtime associated with her loss of service.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope she will find this to represent an acceptable response to her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 13, 2016/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response is more than ten days after the fact.
August 9th, Xplornet sent a email with the wrong phone number. And said they have tried to contact us. Instead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attached. NO, not Xplornet. [redacted]
My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet service. That would be 7 weeks of payments, back on our credit card. [redacted]
The issue has not be reified, so we have reverted to solving the issue ourselves. I have request [redacted] to come hook up their services, f[redacted]e. But if they check their records and emails, they would see that my [redacted], sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks.
[redacted]
Xplornet can come pick up their dish that is laying on our lawn.
Thank you Revdex.com for your help into this matter. I will be contacting you if we no not receive the funds back on our credit card.
[redacted]
Final Consumer Response /* (3000, 17, 2016/08/19) */
This response is more than ten days after the fact.
August 9th, Xplornet sent a email with the wrong phone number. And said they have tried to contact us. Instead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attached. NO, not Xplornet. They are not a credited company, from service to emails.
My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet service. That would be 7 weeks of payments, back on our credit card. But we know what kind of a company that Xplornet is that, that will take months to receive 7 weeks of funds, if any.
The issue has not be reified, so we have reverted to solving the issue ourselves. I have request [redacted] to come hook up their services, for less then Xplornet and we now have faster great working experience. But if they check their records and emails, they would see that my [redacted], sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks.
Larry Oddan
Account # [redacted]"
Xplornet can come pick up their dish that is laying on our lawn.
Thank you Revdex.com for your help into this matter. I will be contacting you if we no not receive the funds back on our credit card.
[redacted]
Final Business Response /* (4000, 19, 2016/08/24) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention.
We have confirmed the receipt of[redacted]'s email; in line with his request Xplornet has proceeded with the finalization of their account and a prorated credit has been applied to offset the remainder of their August '16 service charges.
Furthermore, with respect to their compensation request, Xplornet has issued a 2 month credit to their account and our billing department processed a refund totaling $[redacted] (taxes in) on August 23rd. They should expect to see their refund deposited back to the payment method on file within the next 24-48 business hours.
In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and[redacted] and thank them for their time as valued Xplornet customers.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/04/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light of the...
concerns he's raised relating to the cancellation of his service. Based on our review, we've identified that [redacted]'s account was placed on a temporary 6 month loyalty suspension in February 2015 after he contacted our Care Centre to advise that his computer was no longer working. As we did not hear back from [redacted], his services were reactivated automatically at the end of his temporary suspension and charges resumed in line with the terms of his service agreement.
That being said, recognizing that [redacted] was no longer under contract at the time his services were unsuspended and his system showed minimal usage, Xplornet is prepared to backdate his cancellation request to the date his service was reactivated. To this end, we have instructed our billing department to issue a refund for all payments we received from [redacted] after August 22, 2015 once we are able to recover the Xplornet rental hardware associated with his account.
In closing, we would like to extend our apologies to [redacted] for any misunderstanding that resulted when he discussed the finalization his account along with our regrets for and inconvenience this matter has caused. We would also like to thank him for his time as a valued Xplornet customer and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/12/21) */
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] was installed on Xplornet's satellite service February 2, 2016. His first invoice shows that there was a charge for the first month or service, including a service discount for the first three months, and a one-time activation fee of $[redacted]. Xplornet covers the cost of a basic installation, as outlined in our terms and conditions available on our website, but depending on the duration of the contract term selected there may be a one-time activation fee associated with the initiation of the account.
[redacted] is currently subscribed to the Xplore 10/100GB - UBB package which allows for download speeds up to 10 mbps with 100GB of monthly data. If [redacted] were to go over his usage, he would not see his speed reduced but would be charged overages of $*/GB every GB used beyond the 100GB included in his package. Review of the account shows that [redacted] had exceeded his usage in April, August, September, and October 2016, and as such incurred additional charges on bills for overages.
A representative from Xplornet attempted to reach [redacted] on December 18, 2016, after he had emailed in requesting to cancel, but the number [redacted] that we have listed on the account was not in service. If [redacted] is no longer using the services and would like to terminate his Xplornet account, we would ask that he contact us at his earliest convenience in order to complete that process. We are available 24/7 at [redacted] to best assist!
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and look forward to working with him to determine a satisfactory resolution to his complaint.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2017/01/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raised with his service experience. Based on our review, we recognize [redacted] has been a longstanding customer and regret the difficulties he's reported experiencing with the service and the cancellation of his account.
Xplornet has reversed the hardware charges billed to [redacted]'s account which will be refunded along with the $[redacted] prorated service credit applied following his cancellation. Further to this, as a gesture of good faith we have also issued a retroactive 6 month $** service discount ($[redacted] before tax) which will also be refunded back to [redacted]'s credit card. [redacted] should expect to receive his refund within the next 5-7 business days.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience while we investigated his complaint. We hope he will find our response to represent an acceptable resolution and would further like to thank him for his time as a valued customer.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response to this situation.
I am awaiting confirmation on the credit card for refunds as noted.
This could have been handled so much better than it was considering all the facts here.
To be clear specifically about cancellation issues - email did not work ; calling did not work ; finally I had to call and call and call to cancel.
The use of third party installers and issues surrounding this has compounded the issues here specific to the "equipment" issues. Don't even get me started on the bungled and unsafe first install.
Please note if the refunds as noted are not received promptly I will re-open this complaint and escalate it further - including CRTC and Competition Bureau.
[redacted]
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com.
Review of the account shows that the subscriber module installed at [redacted]...
[redacted]'s location was obtaining sufficient signal to support the package but was connecting to more than one access point in the area. If the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to another. In acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend [redacted]'s location to repoint the subscriber module. Now that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide [redacted] with an improved service experience.
While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network [redacted] connects to may experience some degradation in experience during periods of higher utilization on the network. Upgrades have been scheduled to add additional capacity to this site in February 2018. As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $74.99 which will be visible on the December 1, 2017 invoice.
In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that [redacted] experienced and thank him for his patience and understanding. If [redacted] has any further questions, comments, or concerns, we are available 24/7/365 at [redacted] to best assist.
Sincerely,Xplornet Communications.
Initial Business Response /* (1000, 5, 2015/09/11) */
Thank you for forwarding the information provided by [redacted]. In response, Xplornet presents the following for review.
After receiving notice of [redacted] complaint, Xplornet completed a review of her account history in light of the...
concerns she's raised relating to her monthly usage and the difficulties she's reported experiencing since completing a conversion to our newly available LTE network. Based on our review, [redacted] service conversion was recommended in the interest of improving her service experience after the difficulties she reported with her previous Expedience system were unable to be resolved.
In recommending the conversion, Xplornet reviewed the[redacted]' usage history and where they had not exceeded 75GB in recent months it was believed that our 75GB Limited State LTE plan would meet their usage requirements. As with all customers on Limited State and Usage Based Billing plans, Xplornet provides Usage Tracking through our Customer Portal allowing customers to monitor and review their usage, and email notifications are sent to customers who approach (80%), reach (100%) and exceed (120%) their monthly bandwidth allowance. Our records confirm all appropriate usage notifications have been sent to the[redacted] based on their usage history.
As agents have explained to [redacted], the service is working as intended based on the terms of her service package and she is responsible for monitoring her monthly usage if she wishes to prevent being placed in limited state after exceeding her bandwidth allowance. Based on their concerns, we have recommended they change to a Usage Based Billing plan where their speeds would not be impacted by exceeding their bandwidth allowance. Regrettably, in recommending this option to [redacted], she declined as she does not wish to pay for their increased bandwidth consumption.
In closing, while Xplornet regrets any inconvenience this matter has caused the[redacted], our review has concluded that their service is working as intended. Xplornet cannot provide a guarantee that the[redacted] will not exceed their monthly bandwidth allowance as their usage is not within our control. If they do not feel their current package is meeting their needs, they maintain the option to upgrade to a usage based billing plan which would prevent their speeds from being reduced when they exceed the monthly bandwidth allowance provided by their service package.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/27) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light...
of the concerns he's raised surrounding his recent cancellation request. Based on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused.
Xplornet has instructed our billing department to issue a $[redacted] credit to his account in order to adjust his final balance to reflect the backdated cancellation date. With the additional compensation, [redacted] final refund amounts to $[redacted] (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 7, 2016/08/03) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light...
of the concerns he's raised relating to his refund status following his decision to finalize his account within his initial 30 day money back guarantee period. Based on our review, we recognize [redacted] was unsatisfied with his service experience and where he cancelled his service within his initial 30 days a refund has been issued to reimburse him for his internet service charges.
In line with our 30 day money back guarantee policy, his account was credited for the internet service charges he was billed and a refund request was sent to our billing department. Unfortunately, as we have explained to [redacted] and his [redacted], where no pre-authorized payment method was provided and his payment was facilitated through an online banking transfer we were unable to issue the refund directly to his bank account. To this end, our billing department requested [redacted]'s refund be issued by cheque on July 12th and have advised that he should expect to receive his refund within the next 4-6 weeks.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to be an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 9, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need to make this man wait 4-6 weeks for a check supposedly sent in the mail. Xplorenet demanded the payment immediately which they received. Now they are making him wait 4-6 weeks?? [redacted] I asked them to cancel the check and send a check by courier which would have been here weeks ago but the company refused. [redacted] Xplorenet stated they sent the check on July 12th as to this day it is not received. This is August 4th. [redacted]
Final Business Response /* (4000, 12, 2016/08/16) */
Thank you for forwarding the rebuttal submitted by [redacted] to our attention.
In the interest of reaching a resolution to this matter, Xplornet has made arrangements with our billing department to have a new cheque issued for [redacted]'s refund which is being sent through Xpresspost. [redacted] should expect to receive his refund within the next 3-5 business days and we would again wish to extend our apologies for any inconvenience this matter has caused.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (4200, 14, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of August 17th 2016 I have still not received any money as promised! [redacted] Please retrieve my money for me. This was done on June 8th and was told they mailed the check out on July 12th which I have not received.
Initial Business Response /* (1000, 5, 2017/09/07) */
Thank you for forwarding the information provided by [redacted] to our attention. For reasons of Privacy, Xplornet is unable to disclose any information pertaining to the other accounts [redacted] references in his complaint.
A review of the...
account history was completed in order to address the concerns outlined in his complaint to the Revdex.com. Our records reflect that [redacted] is located in a remote area that is only accessible by ferry, requires additional time for travel and labor to make arrangements to service the location.
Xplornet contracts third party installers to service and install services in rural locations throughout Canada and covers up to 50 km round trip to and from our customer's location for each site visit. Our independent third party installer has advised that additional charges for mileage, time, and accommodations would be required in order to travel to the remote area where [redacted] lives. In discussion with the third party installer, they have confirmed they are able to attend [redacted]'s location. At this time, where the charges discussed would be billed between the third party contractor and the customer, we would advise [redacted] to reach out to the dealership directly in order to co-ordinate a trip to the area and to discuss potential costs involved.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns as outlined in his complaint to the Revdex.com.
Sincerely,
Xplornet Communication
Initial Business Response /* (1000, 5, **16/02/11) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raise relating to his request to be converted to our Fixed Wireless network after his recent conversion work order was returned indicating his location was outside of the coverage area.
Based on our review, we've identified that [redacted] contacted our Care Centre in October **15 to inquire about service availability on our Fixed Wireless network and was advised that he was not within range of the network but where we were expanding LTE coverage service may be available in the future. After hearing back from [redacted] in January **16, Xplornet agreed to cover the costs of a work order to complete a site survey at his location while noting that we could not guarantee that the service would be available. After hearing back from the dealer, they've advised they would not be able to attain sufficient line of sight at [redacted]'s location to allow for a service conversion to be completed.
Regrettably, while [redacted]'s postal code does place him within our Fixed Wireless coverage area, his residence is not able to access our Fixed Wireless network and satellite service remains the only Xplornet platform currently available. In the event that LTE becomes accessible at his location at a later date, Xplornet will agree to waive the associated upgrade fee and allow him to remain on a month to month service term.
In light of this, as [redacted] has noted, Xplornet has offered to provide with a recurring $** discount on his package if he wishes to maintain his current service and while Xplornet cannot offer to waive the overage charges associated with his current package, we would advise he maintains the option to move to a 'Limited State' based service plan that would not charge an overage fee but rather reduce his connection speeds once his bandwidth allowance has been exceeded. If [redacted] would like to discuss the option of changing his service package, he can do so by contacting our Care Centre [redacted]
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, **16/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although it seems when written the way customer service has responded they are or have actually done something for me that is not case. Insulting at best. [redacted] Having paid overage for a poor service for such a great length of time to now be told I could have the bandwidth capped and then a slower speed to avoid paying more. Concerning I was never aware of this option and if it was to be slowed down I am not sure how this is even possible. Slower would then become stopped. [redacted] An actual solution could has saved my comments reaching my neighbours, community and with a simple post to [redacted] and other sites relating to internet providers. [redacted]
Overall. The response was insulting and if this can help at least one person to not make the mistake of doing business with you my time has not been wasted.
Final Business Response /* (4000, 9, **16/02/23) */
Thank you for forwarding [redacted]'s rebuttal to our attention. In response, the following is available for review.
With respect to our "Limited State" packages, our records reflect that [redacted] contacted us to find out about conversion options relating to our LTE Fixed Wireless service in October '15 and did not note any concerns he was having with his usage allowance or overage fees.
In reviewing the usage history associated with his account, prior to October '15 [redacted] had only occasionally exceeded his 40GB monthly bandwidth allowance however since this time, his usage has increased each consecutive month, with his bandwidth consumption in January '16 being more than double that of his monthly average over the past 12 month period. To this end, if [redacted] wishes to move to a "Limited State" based plan, this option is available to him, however we cannot agree to waive the overage charges associated with his account to provide him with an unlimited service package as he has requested.
If [redacted] would like to review further details on how our "Limited state" plans work, he can do so on our website at[redacted]
In closing, while we regret that [redacted] is considering ending his service with us we would like to thank him for his time as a valued customer and extend our regrets for any inconvenience this matter has caused.
Thank you,
Xplornet Communications Inc.
Final Consumer Response /* (4**0, 11, **16/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the regurgitated response there is nothing new and very little to do with my original complaint. Listening and defending is not customer service. I understand if this is viewed by other potential customers it may seem like a good idea but I am sure they can see through it. Overage waiving was a solution to the misinformation I was given and slow service. It was to help me tolerate what I called to cancel and given hope that a better service would be coming within a couple months. I did my part and stuck with it. Standing behind what I was told that did not happen. When is the service coming? Somebody when I called in **15 could tell me.
Initial Business Response /* (1000, 10, 2017/02/09) */
Thank you for forwarding the information provided by [redacted]
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light of the concerns he's reported with degraded connection...
speeds during peak usage times. Signal readings on the subscriber module installed at [redacted]'s location show that his signal is strong and meeting the requirements for the service package ' LTE 25/500' that he subscribes to. This package boasts download speeds up to 25 Mbps with upload speeds up to 1 Mbps with 500GB of monthly usage allowance.
Evaluation of the network that [redacted] connects to shows that the sector is healthy and there are no known issues impacting service experience on this site. Troubleshooting completed by our representatives would suggest that [redacted]'s connection is delivering speeds as intended on his service. As is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the 25 Mbps service package he subscribes to as outlined in our terms of service on our website. That being said, in acknowledgement that the service is not meeting [redacted]'s expectations, Xplornet would agree to waive any costs associated with terminating his Xplornet account in advance of his contract ending April 2018 should he decide to cancel. In order to process a cancellation we would ask that [redacted] reach out to us by phone at [redacted] at his earliest convenience to process the request.
In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for his patience and understanding as we worked towards determining a satisfactory resolution to his complaint.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review. After receiving notice of his complaint, Xplornet completed a review of [redacted]’s account and in good faith; we will not seek to hold him to an early...
cancellation penalty if he proceeds with the cancellation of his account. In order to move forward with his cancellation, [redacted] would simply need to contact our Care Centre at [redacted] to confirm his request and we will make the necessary arrangements to recover the rental hardware in his possession. In closing, we would further like to extend our regrets to [redacted] for the difficulties he reported with his service experience and hope he will find this to represent an acceptable response to his complaint. Sincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/08/05) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's raised regarding the recovery of her rental hardware and the subsequent equipment charge billed to her account. Based on our review of [redacted]'s experience, Xplornet has revisited our earlier decision and have reversed the hardware charges billed to her account.
To this end, Xplornet's billing department has applied a hardware credit of $[redacted] (before tax) to [redacted]'s account and a refund will be issued back to her credit card for any service charges she was billed following her cancellation. While we will be making a further attempt to recover our hardware from [redacted]'s former residence, in the event that we are unable to do so she will not be held responsible for the replacement costs of the system.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope she will find this to represent an acceptable response to her complaint.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12553186, and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2017/10/25) */
Thank you for bringing the information provided by [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]' account history...
and would like to extend its regrets for the difficulties they have reported with their service experience. In good faith, Xplornet will not seek to hold the [redacted] to the contract renewal they entered into at the time of their service conversion and in the event they decide to move forward with the cancellation of their account, they will not be responsible for an early cancellation penalty.
In closing, we would further wish to extend our apologies to the [redacted] for any inconvenience this matter caused and hope they will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We regret that it took filing a complaint with the Revdex.com to get Xplornet to fully understand where we were coming from as consumers but appreciate that they were finally able to see our side. We also appreciate that they agreed to not hold us to our contract and are grateful for this resolution.
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet would like to extend its apologies to [redacted] for the difficulties she has encountered with the...
delays in retrieving the rental equipment and the subsequent charges for unrecovered hardware. Xplornet has reached out to the local service technician in [redacted]'s area and have asked that they reach out to book an appointment to recover the indoor equipment.
In the interim, a request to refund the payment processed has been sent to our billing apartment. Once approved, the refund should be reflected in [redacted]'s bank account within 3-5 business days.
In closing, we would like to thank [redacted] for her time as a valued customer and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/08) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]' account history and...
have agreed to meet the desired resolution he has requested. We have instructed our billing department to reverse the $[redacted] (pre-tax) early cancellation fee charge to his account and once completed a refund will be issued for his remaining credit balance.
At the time of his cancellation, Xplornet also issued a work order for the recovery of [redacted]' rental hardware which was unable to be completed following the[redacted] however upon further review we will not be seeking its retrieval and [redacted] will not be liable for its return.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his time as a valued Xplornet customer. We hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications
Xplornet extends its apologies for the issues that remain unresolved for [redacted].
As these issues have not been resolved, Xplornet has credited the early cancellation fees that are present on the account. This will appear on the next invoice as both a charge for early cancellation...
fees, along with a credit for the early cancellation fees foregoing any costs for cancellation.
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet Communications Inc.