Initial Business Response /* (1000, 5, 2017/02/27) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s...
account in light of the concerns she's raised regarding the return of her rental hardware and the subsequent charge she was billed for its replacement cost.
First, Xplornet would like to extend our apologies to [redacted] for the delays she experienced while awaiting the recovery of her rental hardware along with our thanks for her patience as we reviewed her complaint. Based on the time that had passed between her cancellation and the update we received from the dealer, Xplornet has agreed to waive all hardware charges that were billed to [redacted]. Our Billing department has confirmed that [redacted]'s refund, totaling $[redacted] was completed on February 21st. and she should now be in receipt of the returned funds.
With respect to the additional compensation [redacted] has requested for interest charges she incurred, while Xplornet does not normally credit for external charges, in good faith we have placed an additional $** service credit on her account to be refunded which would offset any interest charges she incurred during the brief period she maintain the hardware charge balance on her credit card.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Too much of a headache to deal with xplornet any further from here
Initial Business Response /* (1000, 10, 2017/10/30) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet has agreed to meet [redacted]'s desired resolution and would like to extend its regrets for...
the difficulties she's reported with her service experience. In proceeding with her account's cancellation we have waived all early cancellation charges and a work order has been issued to recover the rental hardware remaining in her possession.
In closing, we would further wish to thank [redacted] for her patience as we reviewed her concerns and hope she will find this to represent an acceptable resolution to her complaint.
Initial Consumer Rebuttal /* (2000, 12, 2017/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with response. Thank you very much.
Initial Business Response /* (1000, 6, 2017/05/09) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's reported with her service experience. Based on our review we understand she has experienced ongoing difficulties with her home phone service and we apologize for any inconvenience this matter has caused.
To this end, while Xplornet would like to continue to work with [redacted] to resolving the issues she's experienced, in good faith we will not seek to hold [redacted] to her service agreement. In the event [redacted] decides to move forward with the cancellation of her account she will not be responsible for an early termination fee and can do so by contacting our Care Centre at [redacted]
In closing, we would again wish to extend our regrets for the difficulties [redacted] has experience and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
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 service concerns she’s reported. First and foremost, we would like to extend our apologies to [redacted] for the difficulties she reported and any inconvenience this matter has caused. While a technical review of her account did not identify any service related issues with her connection that would result in her location being deemed unserviceable in order to waive her service agreement, in the interest of reaching a mutually acceptable resolution, Xplornet will reduce her early cancellation fee from $450 to $200 (before tax) as a show of good faith. In closing, on behalf of Xplornet I would further like to extend our thanks to [redacted] for her time as a valued customer and hope she will find this to represent an acceptable proposal to resolve her complaint. Sincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/14) */
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 stemming from...
the concerns she has raised regarding her service agreement and the early cancellation fee associated with an early termination of her account. Based on our review, in light of the hardship and service concerns reported by [redacted], Xplornet will agree to meet her desired resolution.
We have placed a note on [redacted]'s account to reflect that in the event that she decides to proceed with the cancellation of her Xplornet services she will not be billed an early cancellation fee and Xplornet will not seek to hold her to her original service commitment. To this end, based on our response if [redacted] would like to proceed with the finalization of her account she can do so by contacting our Care Centre directly [redacted] or by following up on our response to confirm her decision.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and in agreeing to meet her desired resolution, we hope she will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called today to confirm the cancellation so I have accepted their response. Thank-you for your assistance in resolving this matter, it is greatly appreciated.
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.
Initial Business Response /* (1000, 8, 2017/10/11) */
Thank you for bringing [redacted]'s complaint to our attention. We certainly regret the concerns that he's reported with his service experience and would like to provide an informed response however in reviewing our account records we have...
been unable to identify a subscriber account corresponding to the name, address, phone number or email provided in the contact details of his complaint.
If [redacted] is able to provide updated contact information that corresponds to his account or preferably his Xplornet account number we would appreciate the opportunity to look into his concerns further.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 10, 2017/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company requested account details. Please note that the account is held by my mother. I am listed as one of the delegated respondents for this account, I also live at this address and pay part of the bill monthly.
Account information as follows:
[redacted]
Final Business Response /* (4000, 12, 2017/10/17) */
Thank you for forwarding the information provided by [redacted].
Xplornet apologizes for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his LTE fixed wireless service. Upon receipt of [redacted]'s complaint to the Revdex.com, review of the account was completed to address his concerns.
Technical specialists have reviewed [redacted]'s connection and have determined that the signal requirements are meeting the minimum requirements for the package that he subscribes to. That being said, Xplornet acknowledges that the network that [redacted] connects to does experience periods of higher utilization on the network which may result in a degraded service experience.
In acknowledgment of the concerns that [redacted] has expressed, Xplornet is prepared to offer him a $**/month discount for the next 6 months towards his invoices. While no upgrade dates for the network [redacted] currently subscribes to have been scheduled, Xplornet is also working to manage and maintain our networks to provide a positive service experience. Should [redacted] remains dissatisfied with his Xplornet service, he may cancel with no penalty as he is currently no longer on contract.
For any further questions, comments, or concerns, we would direct [redacted] to reach out to Xplornet as [redacted] where we are available 24/7/365 to best assist our customers.
Sincerely,
Xplornet Communications.
Initial Business Response /* (1000, 5, 2016/12/21) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light...
of the concerns he's raised surrounding charges he was billed following the temporary suspension of his services.
Based on our review, we recognize an error was made in completing [redacted]'s service suspension that resulted in his account being billed at his full monthly service rate and for this we apologize. On December 13th our billing department completed a refund for the incorrect charges and [redacted] should now be in receipt of the returned funds.
In closing, on behalf of Xplornet we would like to further extend our apologies for any inconvenience this matter caused [redacted] and thank him for his patience as we investigated his concerns in the interest of reaching a resolution.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/04/10) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history...
following her service cancellation. Based on our review we've identified that following her service installation we were unable to stabilize her signal to provide a consistent service experience and despite our best efforts, the issue was unable to be rectified.
To this end, we've agreed to provide [redacted] with a full refund for all payment made to Xplornet, totaling $[redacted] (taxes in) under our 30 day money back guarantee policy. A service call to recover the rental hardware in her possession has been issued and her refund will be processed once the work order has been completed.
With respect to the additional compensation [redacted] has requested for her tripod, we've reiterated that additional costs associated with her enhanced installation would not be applicable for a refund. In order to request compensation for any additional charges associated with her enhanced installation she would need to speak directly with the dealership that completed her installation.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for her inconvenience along with our apologies for the difficulties she experienced with her connection.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer that did the installation insistes that the problem is with Explornet's tower, not interference as Expornet says it was. The dealer was onsite with their equipment and requested Explornet to send one of their technicians to witness the problem. Explornet refuses to aknowledge that there could be a problem with their tower. Even if they just oversold the tower like one of their sales people told me they should be responisble for the damage the uninstalltion of the tripod required to acquire the signal they originally told me I was well within range to recieve. They up sell their product to many people living in areas where there has been no other options for high speed internet then make them jump through hoops to get the service then just dump the customer without fullfilling their end of the sale. I have not yet recieved the refund and the equipment was uninstalled on Monday (today is Friday).
Final Business Response /* (4000, 9, 2017/04/26) */
Thank you for forwarding [redacted]'s rebuttal to our attention.
Further to our original response, Xplornet would again wish to convey our regrets to [redacted] for being unable to rectify the signal stability issue identified following her installation and apologize for any inconvenience this matter has caused her.
As part of our money back guarantee a refund of $[redacted] was issued back to [redacted]'s bank account on April 24th and we have confirmed successful recovery of our rental hardware. She should expect to see the returned funds deposited to her bank account within the next 3-5 business days.
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com
Xplornet’s records show that [redacted] contacted Xplornet to process a transfer of...
ownership on January 16, 2017, but did not know who the new owners taking over the property would be. While it was advised that [redacted] would need to have the new customers contact Xplornet to complete the transfer, our records show that a transfer of ownership was never successfully completed by the new home owners and the account remained in [redacted]'s name.
In the interest of resolving [redacted]’s concerns, Xplornet would agree to process the refund for funds paid during the period of time where he believed that the account had been transferred. A refund of $1114.39 + taxes has been submitted to our billing department to be processed back to the payment method listed on the account. A refund could take 5-10 business days to be processed and visible in [redacted]’s account.
If [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/365 at [redacted] to best assist.
Sincerely,Xplornet Communications.
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 and...
will agree to waive the early cancellation fee associated with the early termination of his account.
Having agreed to meet his desired resolution, we hope [redacted] will find this to represent an acceptable resolution and extend our thanks for his time as a valued Xplornet customer.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2017/02/10) */
Thank you for bringing the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history...
and have agreed to rescind the contract commitment associated with her service agreement.
We've since contacted [redacted] to advise she will not be responsible for an early termination fee and she has agreed to maintain the service until the end of the month. We have scheduled the cancellation of her account to be completed on February 28th.
In closing, we would like to thank [redacted] for the feedback she has provided on her experience along with the suggestions she's made for improvements and for her time as a valued Xplornet customer.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was telephoned and advised that Xplornet would release me from the contract, and that I could terminate their service without any additional cost.
I advised that a contract cannot be a contract just be saying its remotely executed, both parties have to know the contents of the contract and agreed that contract.
At no time when in the Ralcomm shop or when Xplornet delivered the equipment was a contract advised, or how much it would cost to be released from it.
I also advised that although we were advised their lower level service of 200 Mb would be sufficient for our needs and then increasing to 300 and finally 500 Mb, at additional cost to us, it still did not meet our needs, as they were sending emails by the the 3rd week of the month to advise we had reached **% even at there maximum level.
We wondered if all three level were all the same?
Xplornet should revise the supply practices, for their contracts so people know they are tied in and what they can actually supply. The telephone was unable to be used as all you could hear was a crackle and not explanation was given why.
We were very disappointed as we wanted to use a local service, but when using the practices of trapping customers into contracts and then not able to meet the needs of customers this is a very underhand business practice.
Thank you to Revdex.com for all their assistance in this matter.
[redacted]
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com.
At...
Xplornet, we're focused on providing rural Canadians with reliable high-speed Internet access, even in the most remote areas. We continually invest in our network and services as part of our goal to give customers who are living in rural Canada the best service experience that technology can provide. In order to meet the growing needs of our customers, price increases are implemented habitually to assist in our goal of providing reliable high-speed internet to rural Canadians.
In the area where [redacted] resides we have upgraded the network and are pleased to advise that we are able to offer LTE Fixed Wireless service. In discussion with [redacted] in the past, she has advised that she requires unlimited internet and would not be satisfied with a service that has a monthly usage cap. The service that [redacted] subscribes to currently is one of our older technologies, which does boast the ability to be able to provide unlimited data, and as a longstanding customer we have not required her convert to our newer services.
Xplornet acknowledges the concerns that [redacted] has raised in her complaint and apologizes for any inconvenience or hardship that the increase in price has caused. Our records show that [redacted] has elected to terminate her Xplornet account as of January 30, 2017, and while we regret that we were unable to resolve her concerns we do appreciate her tenure as an Xplornet customer and the feedback that she has provided.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/07/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history...
and are aware of the difficulties he's reported with his connections speeds. As [redacted] has noted, we have acknowledged an issue with high traffic volume on the network in his area during peak service periods which can have an impact on his service experience and we can assure him that our Network team has been working to address the issue.
To this end, as part of our continued commitment to ensure we provide the best service experience for our customers, necessary frequency adjustments were completed to upgrade the tower [redacted] connects to for service at the end of June in order to improve the networks overall performance. To take advantage of the improvements offered following the frequency adjustment [redacted] has agreed to have an installer sent to his location to replace his receiver and a work order was issued on July 12th. In the interim, as a gesture of good faith we have applied a further 1 month credit ([redacted] before tax) to [redacted]'s account and in the event he remains unsatisfied with his service experience Xplornet will waive the remainder of his contract term allowing his account to be finalized without penalty.
In closing, on behalf of Xplornet we would like to extend our sincere regrets for any inconvenience this issue has caused [redacted] along with our apologies for any difficulties he experienced while discussing his concerns through our Care Centre and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/02/17) */
Thank you for forwarding the information provide 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 cancellation and the hardware charge billed to his account. First, we would like to extend our apologies to [redacted] for any inconvenience this matter has caused along with our regrets for any misunderstanding resulting from information he states was provided by the dealer with respect to his hardware recovery.
In good faith, Xplornet has reversed the $[redacted] (pre-tax) hardware charge billed to his account and requested our Billing department issue a refund for the $[redacted] credit balance remaining. Once processed, [redacted] should expect to receive his refund within 5-7 business days and we can assure him that his feedback has been noted to ensure any similar situations are avoided in the future.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any frustration this matter has caused and thank him for his patience as we reviewed his account in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 11, 2015/12/30) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
Since receiving notice of her complaint, Xplornet has completed a review of [redacted] account...
history in light of the concerns she's raised surrounding her current service experience and the costs associated with upgrading to our new LTE service. Based on our review, we have identified that [redacted] account is currently awaiting an upgrade to our LTE platform and we anticipate her conversion will be completed in early 2016.
As part of the conversion process we have explained to [redacted] that a site survey must be completed, and dealers are permitted to bill customers a fee for their work if they are unable to attain signal for the service. All information regarding what is and is not covered as part of our basic installation process is outlined on our website and can be reviewed at [redacted]
With respect to her service concerns, Xplornet recognizes that [redacted] contacted us on [redacted] to report issues with her connection speeds however where she declined our offer to troubleshoot we have been unable to diagnose any problems specific to her current [redacted] based Fixed Wireless service. If she continues to experience difficulties with her service, we would encourage her to contact our Care Centre @ [redacted] to speak with a technician to complete proper troubleshooting to diagnose any potential service issues.
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 work towards completing her LTE upgrade in the New Year.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 13, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I have no choice but to wait patiently. EvenThough I have had nothing but troubles for 3 years. Hopefully you will contact me soon as I have been waiting months and it's now [redacted]
[redacted]. [redacted] I don't have the time or the patience to keep fighting over something that you clearly won't fix. I look forward to the upgrade and hopefully this will take care of the problem [redacted]
Initial Business Response /* (1000, 5, 2016/01/29) */
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...
regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her account. Based on our review, we have confirmed that [redacted] accepted a 3 year service term on April 3, 2013, ending April 2, 2016 and an early cancellation fee of $** would apply in the event that she finalized her account prior to the completion of her service commitment.
That being said, having reviewed [redacted]'s recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgrade. While there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused.
To this end, recognizing [redacted] has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account.
In closing, on behalf of Xplornet we would like to extend our sincere apologies to [redacted] for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Xplornet. I accept your apology and appreciate that you have decided to waive the cancellation fee.
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 delay in receiving her refund. Upon receipt of [redacted]’s complaint, a thorough review of the account...
history has been completed in order to address the concerns as outlined in her complaint to the Revdex.com.
Our records show that a request was sent to our billing department on December 5, 2017, to expedite the refund for returned hardware. A full refund of $563.87 was refunded to the payment method listed on [redacted]’s account on December 7, 2017. It may take 3-5 business days for the refund to be visible due to bank turnaround times.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,Xplornet Communications.
Final Consumer Response /* (2000, 8, 2017/02/10) */
Hi,
Just a short note to thank you for your efforts on this file.
I have not heard directly from Xplornet.. BUT.. a credit was applied to my credit card on February 3rd and I now consider this file closed!!
You have accomplished more in under a...
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]’s complaint to the Revdex.com, review of the account history was completed to address the concerns outlined.
Xplornet apologizes for any inconvenience or hardship that [redacted] experienced as a...
result of degraded connection speeds and functionality on their satellite service. Our records reflect that [redacted] contacted Xplornet just outside of the 30 day money-back guarantee that is offered by Xplornet and, as such was charged a cancellation fee upon the termination of his account.
As stated on the Xplornet website, Xplornet high-speed Internet service includes a 30-day money-back guarantee. If you are dissatisfied with your service for any reason, you will receive a refund if you cancel your subscription within 30 days of activation. Though [redacted] cancelled outside of his money back period, as a show of good faith Xplornet would be willing to waive the cancellation fees of $4450+taxes that were applied to the account upon termination. A credit will be applied to the account to off-set the charge and will be visible on the final invoice.
In closing, on behalf of Xplornet, we would like to thank [redacted] for his patience and understanding as we work towards resolving his concerns.Sincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/27) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s...
account in light of the concerns she's raised regarding the return of her rental hardware and the subsequent charge she was billed for its replacement cost.
First, Xplornet would like to extend our apologies to [redacted] for the delays she experienced while awaiting the recovery of her rental hardware along with our thanks for her patience as we reviewed her complaint. Based on the time that had passed between her cancellation and the update we received from the dealer, Xplornet has agreed to waive all hardware charges that were billed to [redacted]. Our Billing department has confirmed that [redacted]'s refund, totaling $[redacted] was completed on February 21st. and she should now be in receipt of the returned funds.
With respect to the additional compensation [redacted] has requested for interest charges she incurred, while Xplornet does not normally credit for external charges, in good faith we have placed an additional $** service credit on her account to be refunded which would offset any interest charges she incurred during the brief period she maintain the hardware charge balance on her credit card.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Too much of a headache to deal with xplornet any further from here
Initial Business Response /* (1000, 10, 2017/10/30) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet has agreed to meet [redacted]'s desired resolution and would like to extend its regrets for...
the difficulties she's reported with her service experience. In proceeding with her account's cancellation we have waived all early cancellation charges and a work order has been issued to recover the rental hardware remaining in her possession.
In closing, we would further wish to thank [redacted] for her patience as we reviewed her concerns and hope she will find this to represent an acceptable resolution to her complaint.
Initial Consumer Rebuttal /* (2000, 12, 2017/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with response. Thank you very much.
Initial Business Response /* (1000, 6, 2017/05/09) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns she's reported with her service experience. Based on our review we understand she has experienced ongoing difficulties with her home phone service and we apologize for any inconvenience this matter has caused.
To this end, while Xplornet would like to continue to work with [redacted] to resolving the issues she's experienced, in good faith we will not seek to hold [redacted] to her service agreement. In the event [redacted] decides to move forward with the cancellation of her account she will not be responsible for an early termination fee and can do so by contacting our Care Centre at [redacted]
In closing, we would again wish to extend our regrets for the difficulties [redacted] has experience and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
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 service concerns she’s reported. First and foremost, we would like to extend our apologies to [redacted] for the difficulties she reported and any inconvenience this matter has caused. While a technical review of her account did not identify any service related issues with her connection that would result in her location being deemed unserviceable in order to waive her service agreement, in the interest of reaching a mutually acceptable resolution, Xplornet will reduce her early cancellation fee from $450 to $200 (before tax) as a show of good faith. In closing, on behalf of Xplornet I would further like to extend our thanks to [redacted] for her time as a valued customer and hope she will find this to represent an acceptable proposal to resolve her complaint. Sincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/14) */
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 stemming from...
the concerns she has raised regarding her service agreement and the early cancellation fee associated with an early termination of her account. Based on our review, in light of the hardship and service concerns reported by [redacted], Xplornet will agree to meet her desired resolution.
We have placed a note on [redacted]'s account to reflect that in the event that she decides to proceed with the cancellation of her Xplornet services she will not be billed an early cancellation fee and Xplornet will not seek to hold her to her original service commitment. To this end, based on our response if [redacted] would like to proceed with the finalization of her account she can do so by contacting our Care Centre directly [redacted] or by following up on our response to confirm her decision.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and in agreeing to meet her desired resolution, we hope she will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called today to confirm the cancellation so I have accepted their response. Thank-you for your assistance in resolving this matter, it is greatly appreciated.
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.
Initial Business Response /* (1000, 8, 2017/10/11) */
Thank you for bringing [redacted]'s complaint to our attention. We certainly regret the concerns that he's reported with his service experience and would like to provide an informed response however in reviewing our account records we have...
been unable to identify a subscriber account corresponding to the name, address, phone number or email provided in the contact details of his complaint.
If [redacted] is able to provide updated contact information that corresponds to his account or preferably his Xplornet account number we would appreciate the opportunity to look into his concerns further.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 10, 2017/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company requested account details. Please note that the account is held by my mother. I am listed as one of the delegated respondents for this account, I also live at this address and pay part of the bill monthly.
Account information as follows:
[redacted]
Final Business Response /* (4000, 12, 2017/10/17) */
Thank you for forwarding the information provided by [redacted].
Xplornet apologizes for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his LTE fixed wireless service. Upon receipt of [redacted]'s complaint to the Revdex.com, review of the account was completed to address his concerns.
Technical specialists have reviewed [redacted]'s connection and have determined that the signal requirements are meeting the minimum requirements for the package that he subscribes to. That being said, Xplornet acknowledges that the network that [redacted] connects to does experience periods of higher utilization on the network which may result in a degraded service experience.
In acknowledgment of the concerns that [redacted] has expressed, Xplornet is prepared to offer him a $**/month discount for the next 6 months towards his invoices. While no upgrade dates for the network [redacted] currently subscribes to have been scheduled, Xplornet is also working to manage and maintain our networks to provide a positive service experience. Should [redacted] remains dissatisfied with his Xplornet service, he may cancel with no penalty as he is currently no longer on contract.
For any further questions, comments, or concerns, we would direct [redacted] to reach out to Xplornet as [redacted] where we are available 24/7/365 to best assist our customers.
Sincerely,
Xplornet Communications.
Initial Business Response /* (1000, 5, 2016/12/21) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account in light...
of the concerns he's raised surrounding charges he was billed following the temporary suspension of his services.
Based on our review, we recognize an error was made in completing [redacted]'s service suspension that resulted in his account being billed at his full monthly service rate and for this we apologize. On December 13th our billing department completed a refund for the incorrect charges and [redacted] should now be in receipt of the returned funds.
In closing, on behalf of Xplornet we would like to further extend our apologies for any inconvenience this matter caused [redacted] and thank him for his patience as we investigated his concerns in the interest of reaching a resolution.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/04/10) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history...
following her service cancellation. Based on our review we've identified that following her service installation we were unable to stabilize her signal to provide a consistent service experience and despite our best efforts, the issue was unable to be rectified.
To this end, we've agreed to provide [redacted] with a full refund for all payment made to Xplornet, totaling $[redacted] (taxes in) under our 30 day money back guarantee policy. A service call to recover the rental hardware in her possession has been issued and her refund will be processed once the work order has been completed.
With respect to the additional compensation [redacted] has requested for her tripod, we've reiterated that additional costs associated with her enhanced installation would not be applicable for a refund. In order to request compensation for any additional charges associated with her enhanced installation she would need to speak directly with the dealership that completed her installation.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for her inconvenience along with our apologies for the difficulties she experienced with her connection.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer that did the installation insistes that the problem is with Explornet's tower, not interference as Expornet says it was. The dealer was onsite with their equipment and requested Explornet to send one of their technicians to witness the problem. Explornet refuses to aknowledge that there could be a problem with their tower. Even if they just oversold the tower like one of their sales people told me they should be responisble for the damage the uninstalltion of the tripod required to acquire the signal they originally told me I was well within range to recieve. They up sell their product to many people living in areas where there has been no other options for high speed internet then make them jump through hoops to get the service then just dump the customer without fullfilling their end of the sale. I have not yet recieved the refund and the equipment was uninstalled on Monday (today is Friday).
Final Business Response /* (4000, 9, 2017/04/26) */
Thank you for forwarding [redacted]'s rebuttal to our attention.
Further to our original response, Xplornet would again wish to convey our regrets to [redacted] for being unable to rectify the signal stability issue identified following her installation and apologize for any inconvenience this matter has caused her.
As part of our money back guarantee a refund of $[redacted] was issued back to [redacted]'s bank account on April 24th and we have confirmed successful recovery of our rental hardware. She should expect to see the returned funds deposited to her bank account within the next 3-5 business days.
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com
Xplornet’s records show that [redacted] contacted Xplornet to process a transfer of...
ownership on January 16, 2017, but did not know who the new owners taking over the property would be. While it was advised that [redacted] would need to have the new customers contact Xplornet to complete the transfer, our records show that a transfer of ownership was never successfully completed by the new home owners and the account remained in [redacted]'s name.
In the interest of resolving [redacted]’s concerns, Xplornet would agree to process the refund for funds paid during the period of time where he believed that the account had been transferred. A refund of $1114.39 + taxes has been submitted to our billing department to be processed back to the payment method listed on the account. A refund could take 5-10 business days to be processed and visible in [redacted]’s account.
If [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/365 at [redacted] to best assist.
Sincerely,Xplornet Communications.
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 and...
will agree to waive the early cancellation fee associated with the early termination of his account.
Having agreed to meet his desired resolution, we hope [redacted] will find this to represent an acceptable resolution and extend our thanks for his time as a valued Xplornet customer.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2017/02/10) */
Thank you for bringing the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history...
and have agreed to rescind the contract commitment associated with her service agreement.
We've since contacted [redacted] to advise she will not be responsible for an early termination fee and she has agreed to maintain the service until the end of the month. We have scheduled the cancellation of her account to be completed on February 28th.
In closing, we would like to thank [redacted] for the feedback she has provided on her experience along with the suggestions she's made for improvements and for her time as a valued Xplornet customer.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was telephoned and advised that Xplornet would release me from the contract, and that I could terminate their service without any additional cost.
I advised that a contract cannot be a contract just be saying its remotely executed, both parties have to know the contents of the contract and agreed that contract.
At no time when in the Ralcomm shop or when Xplornet delivered the equipment was a contract advised, or how much it would cost to be released from it.
I also advised that although we were advised their lower level service of 200 Mb would be sufficient for our needs and then increasing to 300 and finally 500 Mb, at additional cost to us, it still did not meet our needs, as they were sending emails by the the 3rd week of the month to advise we had reached **% even at there maximum level.
We wondered if all three level were all the same?
Xplornet should revise the supply practices, for their contracts so people know they are tied in and what they can actually supply. The telephone was unable to be used as all you could hear was a crackle and not explanation was given why.
We were very disappointed as we wanted to use a local service, but when using the practices of trapping customers into contracts and then not able to meet the needs of customers this is a very underhand business practice.
Thank you to Revdex.com for all their assistance in this matter.
[redacted]
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com.
At...
Xplornet, we're focused on providing rural Canadians with reliable high-speed Internet access, even in the most remote areas. We continually invest in our network and services as part of our goal to give customers who are living in rural Canada the best service experience that technology can provide. In order to meet the growing needs of our customers, price increases are implemented habitually to assist in our goal of providing reliable high-speed internet to rural Canadians.
In the area where [redacted] resides we have upgraded the network and are pleased to advise that we are able to offer LTE Fixed Wireless service. In discussion with [redacted] in the past, she has advised that she requires unlimited internet and would not be satisfied with a service that has a monthly usage cap. The service that [redacted] subscribes to currently is one of our older technologies, which does boast the ability to be able to provide unlimited data, and as a longstanding customer we have not required her convert to our newer services.
Xplornet acknowledges the concerns that [redacted] has raised in her complaint and apologizes for any inconvenience or hardship that the increase in price has caused. Our records show that [redacted] has elected to terminate her Xplornet account as of January 30, 2017, and while we regret that we were unable to resolve her concerns we do appreciate her tenure as an Xplornet customer and the feedback that she has provided.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/07/15) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history...
and are aware of the difficulties he's reported with his connections speeds. As [redacted] has noted, we have acknowledged an issue with high traffic volume on the network in his area during peak service periods which can have an impact on his service experience and we can assure him that our Network team has been working to address the issue.
To this end, as part of our continued commitment to ensure we provide the best service experience for our customers, necessary frequency adjustments were completed to upgrade the tower [redacted] connects to for service at the end of June in order to improve the networks overall performance. To take advantage of the improvements offered following the frequency adjustment [redacted] has agreed to have an installer sent to his location to replace his receiver and a work order was issued on July 12th. In the interim, as a gesture of good faith we have applied a further 1 month credit ([redacted] before tax) to [redacted]'s account and in the event he remains unsatisfied with his service experience Xplornet will waive the remainder of his contract term allowing his account to be finalized without penalty.
In closing, on behalf of Xplornet we would like to extend our sincere regrets for any inconvenience this issue has caused [redacted] along with our apologies for any difficulties he experienced while discussing his concerns through our Care Centre and hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/02/17) */
Thank you for forwarding the information provide 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 cancellation and the hardware charge billed to his account. First, we would like to extend our apologies to [redacted] for any inconvenience this matter has caused along with our regrets for any misunderstanding resulting from information he states was provided by the dealer with respect to his hardware recovery.
In good faith, Xplornet has reversed the $[redacted] (pre-tax) hardware charge billed to his account and requested our Billing department issue a refund for the $[redacted] credit balance remaining. Once processed, [redacted] should expect to receive his refund within 5-7 business days and we can assure him that his feedback has been noted to ensure any similar situations are avoided in the future.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any frustration this matter has caused and thank him for his patience as we reviewed his account in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 11, 2015/12/30) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
Since receiving notice of her complaint, Xplornet has completed a review of [redacted] account...
history in light of the concerns she's raised surrounding her current service experience and the costs associated with upgrading to our new LTE service. Based on our review, we have identified that [redacted] account is currently awaiting an upgrade to our LTE platform and we anticipate her conversion will be completed in early 2016.
As part of the conversion process we have explained to [redacted] that a site survey must be completed, and dealers are permitted to bill customers a fee for their work if they are unable to attain signal for the service. All information regarding what is and is not covered as part of our basic installation process is outlined on our website and can be reviewed at [redacted]
With respect to her service concerns, Xplornet recognizes that [redacted] contacted us on [redacted] to report issues with her connection speeds however where she declined our offer to troubleshoot we have been unable to diagnose any problems specific to her current [redacted] based Fixed Wireless service. If she continues to experience difficulties with her service, we would encourage her to contact our Care Centre @ [redacted] to speak with a technician to complete proper troubleshooting to diagnose any potential service issues.
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 work towards completing her LTE upgrade in the New Year.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 13, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I have no choice but to wait patiently. EvenThough I have had nothing but troubles for 3 years. Hopefully you will contact me soon as I have been waiting months and it's now [redacted]
[redacted]. [redacted] I don't have the time or the patience to keep fighting over something that you clearly won't fix. I look forward to the upgrade and hopefully this will take care of the problem [redacted]
Initial Business Response /* (1000, 5, 2016/01/29) */
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...
regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her account. Based on our review, we have confirmed that [redacted] accepted a 3 year service term on April 3, 2013, ending April 2, 2016 and an early cancellation fee of $** would apply in the event that she finalized her account prior to the completion of her service commitment.
That being said, having reviewed [redacted]'s recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgrade. While there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused.
To this end, recognizing [redacted] has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account.
In closing, on behalf of Xplornet we would like to extend our sincere apologies to [redacted] for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Xplornet. I accept your apology and appreciate that you have decided to waive the cancellation fee.
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 delay in receiving her refund. Upon receipt of [redacted]’s complaint, a thorough review of the account...
history has been completed in order to address the concerns as outlined in her complaint to the Revdex.com.
Our records show that a request was sent to our billing department on December 5, 2017, to expedite the refund for returned hardware. A full refund of $563.87 was refunded to the payment method listed on [redacted]’s account on December 7, 2017. It may take 3-5 business days for the refund to be visible due to bank turnaround times.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint.
Sincerely,Xplornet Communications.
Final Consumer Response /* (2000, 8, 2017/02/10) */
Hi,
Just a short note to thank you for your efforts on this file.
I have not heard directly from Xplornet.. BUT.. a credit was applied to my credit card on February 3rd and I now consider this file closed!!
You have accomplished more in under a...
week than I could in 4 months!!
Thanks again!!
Sincerely,
[redacted]
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]’s complaint to the Revdex.com, review of the account history was completed to address the concerns outlined.
Xplornet apologizes for any inconvenience or hardship that [redacted] experienced as a...
result of degraded connection speeds and functionality on their satellite service. Our records reflect that [redacted] contacted Xplornet just outside of the 30 day money-back guarantee that is offered by Xplornet and, as such was charged a cancellation fee upon the termination of his account.
As stated on the Xplornet website, Xplornet high-speed Internet service includes a 30-day money-back guarantee. If you are dissatisfied with your service for any reason, you will receive a refund if you cancel your subscription within 30 days of activation. Though [redacted] cancelled outside of his money back period, as a show of good faith Xplornet would be willing to waive the cancellation fees of $4450+taxes that were applied to the account upon termination. A credit will be applied to the account to off-set the charge and will be visible on the final invoice.
In closing, on behalf of Xplornet, we would like to thank [redacted] for his patience and understanding as we work towards resolving his concerns.Sincerely, Xplornet Communications