Initial Business Response / [redacted] (1000, 5, 2016/04/07) */ Thank you for forwarding the information provided by [redacted] to our attention After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history and have agreed to meet his desired resolutionIn the event that [redacted] decides to proceed with the finalization of his account, Xplornet will not charge an early cancellation penalty On behalf of Xplornet, we would again wish to extend our sincere regrets for any inconvenience this matter has caused and thank [redacted] for his patience while we reviewed his concerns in the interest of reaching an acceptable resolution to his complaint In closing, we hope [redacted] will find this to represent a satisfactory response and we appreciate the opportunity to have him as a valued Xplornet customer Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, [redacted] contacted our Care Centre to follow up on the speed concerns he first reported to us on [redacted] and initially requested his account be finalizedIn speaking with a representative from our Loyalty team, Xplornet was able to work out an agreement with [redacted] to cover an in warranty service call to replace any fault rental hardware along with a month service credit issued to his account in good faith The work order was completed on [redacted] at which time the installer replaced [redacted] 's power supply to address errors which were identified with his hardware readings and confirmed all signal levels were in line with service requirementsXplornet has also made [redacted] aware of upgrades that are scheduled to be completed later this fall to bring our new Fixed Wireless LTE services to his area, providing him with additional upgrade options should he experience any further issues with his current legacy systemFollowing the completion of the work order we have not received any further service concerns reported by [redacted] In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we worked to address his concernsWe hope he will find this to be an acceptable response [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There evidently a disconnect between the Care Centre and the Repair Centre For the record, "Yes" I called to have my service disconnected due to the slow internet service and lack of support of the sameNot once was a technician sent to my house to inspect my equipment to ensure there was no mechanical / electrical issuesThe Loyalty Team member agreed that someone should have come to check things outThe member also stated that they would give me months free service so that in that time frame my service would we switched to the new service for improved quality also free of charge Now, having said that, the service technician came to my house, found nothing wrong with the equipment or signal strength ( DID NOT CHANGE THE POWER SUPPLY)and also stated the slow speeds are due to overloading of the towers I find Xplornets reply insulting and non factual [redacted] As stated earlier I excepted the offer of months free service until I am switched to the new LTE service which also was offered at no charge[redacted] Final Business Response / [redacted] (4000, 9, 2015/10/23) */ Thank you for forwarding the updated response provided by [redacted] Xplornet recognizes that in certain areas serviced by our [redacted] network, based on the shared access nature of the service, slowdowns during periods of heavy usage can occurWe are working as quickly as possible to upgrade and expand coverage on our LTE network to [redacted] 's area in the interest of improving his service experienceIn the interim, he has accepted the offer presented by our Loyalty team and we will be contacting him as soon as he is eligible to be convertedIf we are unable to complete his conversion within the timeframe provided, or he is not satisfied with his experience following the upgrade, he would be under no obligation to maintain the service and would not be billed a cancellation penalty With respect to his recent work order, we have forwarded the feedback he has provided based on his experience with the dealerThe installer's records note that the power supply was replaced, if this was not completed as reported, Xplornet would be willing to have an installer sent back out at [redacted] 's requestIf he would like to have this arranged, he can do so by contacting our Care Centre at [redacted] and a new work order will be issued In closing, Xplornet would again wish to extend our apologies for any frustration this matter has caused [redacted] and we look forward to the timely completion of LTE upgrades in his area to improve his service experience [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/08/24) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed an updated review of [redacted] 's account history and will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, [redacted] will need to contact Xplornet's Customer Care Centre at [redacted] to confirm her requestA credit for service charges billed following her July 26th will also be refunded back to the payment method on file once her account cancellation is completed In closing, Xplornet would like to extend its regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/10/07) */ Thank you for forwarding the information provided by [redacted] to our attention After receiving notice of her complaint, Xplornet completed a review of [redacted] account in light of the concerns she's raised with respect to the hardware rental fees associated with her monthly service chargesFirst, we would like to extend our regrets for misunderstanding that resulted from her discussions with the dealer and apologize for any inconvenience this matter has caused We have spoken to the dealer in question and while they maintain that [redacted] was advised of the monthly costs associated with the service, as a gesture of good will Xplornet is prepared to extend a recurring discount to offset the rental charges for the duration of her contract term To this end, we have replaced the existing $**/month discount she was initially offered with a $ [redacted] recurring discount that will extend until the end of her contract term on August 31, In closing, on behalf of Xplornet we would like to thank [redacted] for bringing her concerns to our attention and hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was also told it was a year term, not a two year term Final Business Response / [redacted] (4000, 9, 2016/10/19) */ Thank you for forwarding [redacted] rebuttal to our attentionIn response, the following is available for review Xplornet will agree to adjust [redacted] service commitment to a year term (Ending August 31, 2017) and will not seek the $ [redacted] difference between the activation fee charged on our and year contract options In the unfortunate event that [redacted] decides to cancel the service she will not be responsible for an early cancellation free after August 31, (Reference Case# [redacted] ) unless a new service agreement is entered into In closing, we hope [redacted] will find this to represent an acceptable response and again thank her for her patience as reviewed her complaint Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (2000, 11, 2016/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for acknowledging an employees mistakeI had discussed the terms before hand and this is what he had offered me so I appreciate that you would honor this it shows integrity and a business that is willing to help it's customers :)
Xplornet extends its apologies for the issues that [redacted] has experienced surrounding the process of moving and the issue with cancellation Given the circumstances surrounding this complaint the charges for hardware and early cancellation with Xplornet has been waived Xplornet has also sent a request our distribution department to waive any equipment currently on file prior to the move into Prescott Warmest regards,
Final Consumer Response / [redacted] (2000, 6, 2016/06/09) */ After I filed this complaint yesterday (June 7), I received a call from [redacted] in Xplornet's Consumer Affairs department[redacted] She listened to the key elements of our complaint, namely that we were not receiving the service we were paying for, Xplornet was not forthright in explaining the impact of their 'traffic management' practices would have on ordinary Internet activity and they were not honouring their commitment for service even during hours each day when the service was supposed to perform as advertised We spoke amicably and respectfully throughout the call which lasted about one hour On behalf of Xplornet, she offered us a $ [redacted] a month credit for the next six months on our bills from them and a full credit for next month's bill due out June 11, a value of about $**Her offer was accepted even though we felt the issues we were raising had a lot more to do with misleading sales and marketing practices and poorly conceived and poorly implemented traffic management policies [redacted]
Thank you for forwarding the information provided by Ms [redacted] Upon receipt of Ms [redacted] ’s complaint to the Revdex.com, review of the account history has been completed in order to address her concerns First and foremost, Xplornet would like to extend its apologies to Ms [redacted] for any hardship or inconvenience that this matter has caused and thank her for her continued loyalty throughout her tenure as an Xplornet customerDue to the difficulties that she has experienced regarding her service experience, Xplornet would agree to waive any termination fees associated with the cancellation of her account A final invoice will be delivered by email to Ms [redacted] on December 25, 2017, and will not reflect any termination fees associated with the accountMs [redacted] will only be responsible for paying any outstanding balance applicable to the account If Ms [redacted] has any further questions, comments, or concerns, Xplornet is available at [redacted] 24/7/to best assist Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/01/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn 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 experienceBased 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 cancellationFurther to this, as a gesture of good faith we have also issued a retroactive month $ [redacted] 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-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 complaintWe 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 / [redacted] (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" issuesDon'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 ***
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 meAlthough I disagree that they couldn't contact meAlso they still owe me $***and have owed it to me monthsThanks for your help Revdex.com
? 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 / [redacted] (1000, 5, 2016/06/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of her payment concerns and the difficulties she's noted with her service experienceBased on our review we've identified that [redacted] accepted a year service term on our Xplore 10Mbps/50GB 'Limited State' satellite package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of her account was completed on April 12, once [redacted] confirmed she had read and accepted our Terms of Service and provided confirmation of her pre-authorized payment method As part of Xplornet's Terms of Service [redacted] received a day money back guarantee during which time she was free to finalize her account without penalty for any reason if she did not find the service met her expectationsOur records however do not reflect that any service related concerns were been brought to our attention and we have identified that the cause of her service reduction following her first weeks in service was due to [redacted] exceeding her 50GB monthly bandwidth allowance, placing her account in "Limited State' until her usage reset at the beginning of her next month's bill cycle With respect to the payments being disputed by [redacted] , Xplornet issued an invoice for her initial service charges following the activation of her account and a payment was attempted based on the pre-authorized payment method she providedAs her initial payment was unsuccessful further attempts were made to process the payment following monthUnfortunately, as we did not receive her payment until weeks after her service activation her next month's invoice was due the following week but was again returned unsuccessful As we've explained to [redacted] , in the event that she was unable to make a payment she must notify us in order for alternate arrangements to be made where she is responsible for ensuring sufficient funds are available to complete her paymentSimilarly, where [redacted] did not report any difficulties with her service we have not been provided an opportunity to troubleshoot her concerns and have been unable to identify any problems on our end with her rental hardware With that being said, recognizing [redacted] has been unsatisfied with her service experience, while we remain more than willing to work with her to investigate any service issues she's experiencing, in the interest of reaching a mutually acceptable resolution Xplornet will agree to waive the remainder of her contract commitment allowing her account to be closed without penaltyTo this end, Xplornet has been attempting to reach [redacted] to confirm her cancellation request and make arrangements to recover our rental hardware but have not yet heard back In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response because this allowed both of us to be heard and for both parties to come to an understanding about what was going onI did not know that I would be committing to a year contract when I signed up for Xplorenet, I was just told that I could upgrade my account if need be, but because it was already ***$ I didn't want to have to pay extra for internetI am happy we are able to come to terms and have this dealt with without further incident As of communication with Xplornet, I have not called them back because I don't want to be more upset on the phone with them, I just want this dealt with and thats it
Initial Business Response / [redacted] (1000, 5, 2017/10/25) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of their complaint, Xplornet completed a review of the ***' account history and would like to extend its regrets for the difficulties they have reported with their service experienceIn 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 / [redacted] (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 sideWe also appreciate that they agreed to not hold us to our contract and are grateful for this resolution
Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed an updated review of [redacted] 's account history in light of the concerns he's expressed with his service experience on our legacy Canopy Fixed Wireless network and his request to be converted to our LTE Fixed Wireless service Based on our review, Xplornet's records reflect that our loyalty department reached an arrangement with [redacted] in [redacted] to provide a month credit to his account until upgrades were completed to bring LTE coverage to his areaLTE Upgrades were finalized on several area towers in late [redacted] and Xplornet extended a further month credit to [redacted] 's account while arranging to have a work order completed to determine if his location had sufficient signal available for a conversionRegrettably, after hearing back from the dealer, they've advised that [redacted] 's location does not have sufficient line of sight for service on our LTE network based on our current coverage To this end, Xplornet has offered to provide [redacted] with a recurring discount until further upgrades are completed and we can reassess his location for LTE service however we have explained that we could not continue to provide him with service at no costUnfortunately, as [redacted] has maintained he will not pay for the service, he chose to proceed with the finalization of his account and his services were cancelled on February [redacted] In closing, while we regret that [redacted] has chosen to end his service with us, we would like to thank him for his time as a valued Xplornet customer and hope he will consider returning once further LTE upgrades are completed in his area Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately Xplornet's offer of free service was to be until I had the upgradeI feel their offer wasn't done in good faith as I was told the new service would be completed by [redacted] at the latest [redacted] Xplornet [redacted] the Tower thus providing providing sub stanstandard service to paying customers The poor service has been going on for a long timeI wonder if I was to have paid a percentage of my bill, how long before they would have shut off my service As far as my line of sight no one from Xplornet has come to my house to indeed verify this Where I live, it is a small community who have been stuck with only one provider [redacted] I believe Xplornet has an obligation to fully compensate me for my substandard services until such time I am converted to the new LTE service as offered last yearFailure to comply may result in further action to receive compensation for services not rendered as per my original contract, that being a minimum of 3mg - maximum 5mg download service Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review The original agreement Xplornet reached with [redacted] was to provide a month service credit to offset his existing service charges until LTE upgrades were completed in his area in [redacted] Once the upgrades were completed, Xplornet arranged to have a work order dispatched to survey his location and provided an additional month credit to his accountRegrettably, after heaving back from the dealer they advised [redacted] 's location is too far from the upgraded sites to receive service and that a conversion could not be attempted until further upgrades are completed in the coming months To this end, Xplornet has explained to [redacted] that while we would not be able to continue providing him with free service, we would be prepared to offer him a recurring discount until we could reassess his location once further tower upgrades are completed in the areaUnfortunately, as [redacted] did not find this to be an acceptable offer, he chose to finalize his account and his cancellation was completed on [redacted] With respect to the service [redacted] had been receiving on our legacy Canopy Fixed Wireless network, as we've previously acknowledged, due to the shared access nature of the service slowdowns during periods of heavy usage can occurWhile our Terms of Service note that we're unable to guarantee specific upload or download speeds, we are committed to providing the best service experience available to our customers and can assure [redacted] we have not knowingly oversubscribed his networkThat being said, as usage has increased over time it has necessitated investing in upgrades to bring new technologies to the area to provide service options that we're unable to offer on our legacy networks In closing, Xplornet would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused along with his decision to end his service and hope he will give consideration to returning as we continue to expand our LTE network in the area Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (4200, 11, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again Xplornet replies with untruthsThe Tower in question did not go upThe Canopy Tower that I am on did indeed get overloaded with new subscribersMy service has gone from an average of 3mg to 0.20mgThis is equivalent to the 90's dial up service with a 14.4K modem I was not offered any discounted service after I called Xplornet about a bill I had paid on [redacted] for [redacted] which I might add I was told I would be reimbursed and as of [redacted] have not yet received!!!!! For [redacted] years I was a loyal customer and never missed or was late with payment I have good relations with a current Xplornet Service man and I have first hand knowledge of their issues [redacted] In closing I demand to have my last payment of [redacted] returned at once As stated earlier, Xplornets original offer was not made in good faith as they had no intentions of erecting the new tower until they had their technical difficulties resolved with their new LTE service [redacted]
Initial Business Response / [redacted] (1000, 10, 2017/10/30) */ Thank you for bringing the information provided by [redacted] to our attentionIn 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 experienceIn 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 / [redacted] (2000, 12, 2017/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very satisfied with responseThank you very much
Initial Business Response / [redacted] (1000, 6, 2016/05/06) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he has reported with his connection speedsBased on our review, we've identified that [redacted] is currently receiving service from our Viasat Satellite network on the Xplorepackage, providing speeds up to 10Mbps download and up to 1Mbps upload with a 75GB monthly bandwidth allowanceA senior technician has completed an assessment of [redacted] rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed providing the best service experience possible for our customer and can assure [redacted] that we are doing everything within our control to improve network performance While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have increased the month discount [redacted] has been receiving from $ [redacted] to $ [redacted] and we will continue to keep him aware of any updates when contacting our Care Centre In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted] , Xplornet extends its apologies for the inability to successfully retrieve the equipment which resulted in the unexpected payment for the hardwareXplornet has processed the refund of $for the hardware and in total you will receive a refund back of $after taxesCurrently the refund is awaiting the confirmed payment of $to go through successfully prior to refunding the amount backThis refund should be sent to the payment method on file on the 9th of February at the earliest Warmest regards, [redacted] Customer Response Coordinator [redacted] ***
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 billing concerns regarding her Xplornet accountUpon receipt of [redacted] ’s complaint, review of the account history was completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account history, [redacted] was installed on the LTE fixed wireless service on June 8, As the installation was completed by a third party contractor and not requested through an Xplornet customer care agent, a new installation was completed as opposed to a conversion ?" as is policy for existing Xplornet customersXplornet’s records show that the existing Xplornet account was in [redacted] name and that the new account was created in [redacted] as such, both accounts were active with no cause to assume any error had been made Xplornet was notified in March by a third party contractor that both services were not active and that an error in billing had occurredThough Xplornet’s end user agreement ?" found on the legal section of the website ?" states that “all charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old; Xplornet has agreed to refund [redacted] for the past months of access service on the legacy canopy service that remained activeA refund check for $was mailed to [redacted] on June 5, and should be received in the next 3-weeks In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we reviewed this matterIf [redacted] has any questions, comments, or concerns, Xplornet support is available 24/7/at 1-866-841- Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/06/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet has agreed to waive the $ [redacted] (tax incl.) hardware charge billed to [redacted] 's account and would like to extend our regrets for any inconvenience this matter has caused [redacted] 's account is now closed and an updated final invoice will document that no further charges are owed on her account In closing, on behalf of Xplornet we would like to thank [redacted] for her patience as we worked towards a resolution and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 8, 2016/01/21) */ Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history to investigate the difficulties she has reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her concerns to our attentionBased on our review, we have identified that the network [redacted] connects to for service does experience periods of heavy usage which can have an impact on connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is investigating the issue and we can assure [redacted] that Xplornet is doing everything within our control to resolve this matter as we continue to invest in network improvements Having said this, where Xplornet does not currently have a specific time frame for when this issue will be resolved [redacted] has been provided a recurring $ [redacted] monthly service discount, along with the option to convert back to our Fixed Wireless WiMAX service in the interimFurther to this, Xplornet has also agreed to waive the upgrade cost for a conversion back to our LTE system once the issue has been rectified and in good faith we have applied a one month service credit of $ [redacted] (before tax) to her account which will be visible on her next month's invoice In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue our investigation and work towards a resolution to address the service concerns she's reported experiencing Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response; however, you obviously did not spend much time investigating the issueThe option to convert back to the Fixed Wireless WiMAX was discouraged due to the fact that this tower (platform) is also congestedIn fact I was told "all towers (platforms) in my area are congested; therefore, service would not be any better." I understand there are peak times, but a service should not be oversold to the point there is NO quality to the service at allAs a paying customer, is it hard to understand why this would not be a priority [redacted] Final Business Response / [redacted] (4000, 12, 2016/02/01) */ Thank you for forwarding the rebuttal provided by [redacted] to our attentionIn response, the following is available for review The option to convert [redacted] 's back to our Fixed Wireless WiMAX network was provided based on the request she made to be moved back to her original service platform as she indicated she found it to be a better service experience than she was receiving on our LTE networkIn reviewing the option, we were prepared to honor her request in the interest of reaching a mutually acceptable solution while we continued to work towards a resolution to the service concerns she has reported with her LTE system With respect to her current service experience, Xplornet recently completed adjustments to increase capacity to all panels on the access point [redacted] connects to for service by doubling the channel bandwidth to all sectors on the towerIn monitoring the results of the change our Network team has observed a noted improvement to network performance following the adjustment and we continue to work towards making further improvements to increase performance on the network A senior technical agent recently followed up with [redacted] after completing an updated review of her system readings and identified that her signal was no longer meeting quality standards required for her service planTo this end, a work order has been issued to realign [redacted] 's receiver and we have agreed to follow up with her once completed to reassess her service experienceIn the interim, the month credit we agreed to provide in our previous response has been applied to [redacted] 's February service invoice along with her recurring $ [redacted] monthly discount and we will continue to keep her updated on any further developments on tower upgrades In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work with her in the interest of addressing her service concerns Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/10/21) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the ongoing service concerns he's reported with inconsistent connection speedsBased on our review, we'd first like to extend our sincere apologies for the difficulties [redacted] has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with [redacted] have advised that we've escalated his issue to our Network teamThey will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experience In the interim, we have agreed to provide [redacted] with a month service credit ( [redacted] , taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his continued patience as we investigate his ongoing service concerns Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/04/07) */ Thank you for forwarding the information provided by [redacted] to our attention After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history and have agreed to meet his desired resolutionIn the event that [redacted] decides to proceed with the finalization of his account, Xplornet will not charge an early cancellation penalty On behalf of Xplornet, we would again wish to extend our sincere regrets for any inconvenience this matter has caused and thank [redacted] for his patience while we reviewed his concerns in the interest of reaching an acceptable resolution to his complaint In closing, we hope [redacted] will find this to represent a satisfactory response and we appreciate the opportunity to have him as a valued Xplornet customer Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, [redacted] contacted our Care Centre to follow up on the speed concerns he first reported to us on [redacted] and initially requested his account be finalizedIn speaking with a representative from our Loyalty team, Xplornet was able to work out an agreement with [redacted] to cover an in warranty service call to replace any fault rental hardware along with a month service credit issued to his account in good faith The work order was completed on [redacted] at which time the installer replaced [redacted] 's power supply to address errors which were identified with his hardware readings and confirmed all signal levels were in line with service requirementsXplornet has also made [redacted] aware of upgrades that are scheduled to be completed later this fall to bring our new Fixed Wireless LTE services to his area, providing him with additional upgrade options should he experience any further issues with his current legacy systemFollowing the completion of the work order we have not received any further service concerns reported by [redacted] In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we worked to address his concernsWe hope he will find this to be an acceptable response [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There evidently a disconnect between the Care Centre and the Repair Centre For the record, "Yes" I called to have my service disconnected due to the slow internet service and lack of support of the sameNot once was a technician sent to my house to inspect my equipment to ensure there was no mechanical / electrical issuesThe Loyalty Team member agreed that someone should have come to check things outThe member also stated that they would give me months free service so that in that time frame my service would we switched to the new service for improved quality also free of charge Now, having said that, the service technician came to my house, found nothing wrong with the equipment or signal strength ( DID NOT CHANGE THE POWER SUPPLY)and also stated the slow speeds are due to overloading of the towers I find Xplornets reply insulting and non factual [redacted] As stated earlier I excepted the offer of months free service until I am switched to the new LTE service which also was offered at no charge[redacted] Final Business Response / [redacted] (4000, 9, 2015/10/23) */ Thank you for forwarding the updated response provided by [redacted] Xplornet recognizes that in certain areas serviced by our [redacted] network, based on the shared access nature of the service, slowdowns during periods of heavy usage can occurWe are working as quickly as possible to upgrade and expand coverage on our LTE network to [redacted] 's area in the interest of improving his service experienceIn the interim, he has accepted the offer presented by our Loyalty team and we will be contacting him as soon as he is eligible to be convertedIf we are unable to complete his conversion within the timeframe provided, or he is not satisfied with his experience following the upgrade, he would be under no obligation to maintain the service and would not be billed a cancellation penalty With respect to his recent work order, we have forwarded the feedback he has provided based on his experience with the dealerThe installer's records note that the power supply was replaced, if this was not completed as reported, Xplornet would be willing to have an installer sent back out at [redacted] 's requestIf he would like to have this arranged, he can do so by contacting our Care Centre at [redacted] and a new work order will be issued In closing, Xplornet would again wish to extend our apologies for any frustration this matter has caused [redacted] and we look forward to the timely completion of LTE upgrades in his area to improve his service experience [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/08/24) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed an updated review of [redacted] 's account history and will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, [redacted] will need to contact Xplornet's Customer Care Centre at [redacted] to confirm her requestA credit for service charges billed following her July 26th will also be refunded back to the payment method on file once her account cancellation is completed In closing, Xplornet would like to extend its regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/10/07) */ Thank you for forwarding the information provided by [redacted] to our attention After receiving notice of her complaint, Xplornet completed a review of [redacted] account in light of the concerns she's raised with respect to the hardware rental fees associated with her monthly service chargesFirst, we would like to extend our regrets for misunderstanding that resulted from her discussions with the dealer and apologize for any inconvenience this matter has caused We have spoken to the dealer in question and while they maintain that [redacted] was advised of the monthly costs associated with the service, as a gesture of good will Xplornet is prepared to extend a recurring discount to offset the rental charges for the duration of her contract term To this end, we have replaced the existing $**/month discount she was initially offered with a $ [redacted] recurring discount that will extend until the end of her contract term on August 31, In closing, on behalf of Xplornet we would like to thank [redacted] for bringing her concerns to our attention and hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was also told it was a year term, not a two year term Final Business Response / [redacted] (4000, 9, 2016/10/19) */ Thank you for forwarding [redacted] rebuttal to our attentionIn response, the following is available for review Xplornet will agree to adjust [redacted] service commitment to a year term (Ending August 31, 2017) and will not seek the $ [redacted] difference between the activation fee charged on our and year contract options In the unfortunate event that [redacted] decides to cancel the service she will not be responsible for an early cancellation free after August 31, (Reference Case# [redacted] ) unless a new service agreement is entered into In closing, we hope [redacted] will find this to represent an acceptable response and again thank her for her patience as reviewed her complaint Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (2000, 11, 2016/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for acknowledging an employees mistakeI had discussed the terms before hand and this is what he had offered me so I appreciate that you would honor this it shows integrity and a business that is willing to help it's customers :)
Xplornet extends its apologies for the issues that [redacted] has experienced surrounding the process of moving and the issue with cancellation Given the circumstances surrounding this complaint the charges for hardware and early cancellation with Xplornet has been waived Xplornet has also sent a request our distribution department to waive any equipment currently on file prior to the move into Prescott Warmest regards,
Final Consumer Response / [redacted] (2000, 6, 2016/06/09) */ After I filed this complaint yesterday (June 7), I received a call from [redacted] in Xplornet's Consumer Affairs department[redacted] She listened to the key elements of our complaint, namely that we were not receiving the service we were paying for, Xplornet was not forthright in explaining the impact of their 'traffic management' practices would have on ordinary Internet activity and they were not honouring their commitment for service even during hours each day when the service was supposed to perform as advertised We spoke amicably and respectfully throughout the call which lasted about one hour On behalf of Xplornet, she offered us a $ [redacted] a month credit for the next six months on our bills from them and a full credit for next month's bill due out June 11, a value of about $**Her offer was accepted even though we felt the issues we were raising had a lot more to do with misleading sales and marketing practices and poorly conceived and poorly implemented traffic management policies [redacted]
Thank you for forwarding the information provided by Ms [redacted] Upon receipt of Ms [redacted] ’s complaint to the Revdex.com, review of the account history has been completed in order to address her concerns First and foremost, Xplornet would like to extend its apologies to Ms [redacted] for any hardship or inconvenience that this matter has caused and thank her for her continued loyalty throughout her tenure as an Xplornet customerDue to the difficulties that she has experienced regarding her service experience, Xplornet would agree to waive any termination fees associated with the cancellation of her account A final invoice will be delivered by email to Ms [redacted] on December 25, 2017, and will not reflect any termination fees associated with the accountMs [redacted] will only be responsible for paying any outstanding balance applicable to the account If Ms [redacted] has any further questions, comments, or concerns, Xplornet is available at [redacted] 24/7/to best assist Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/01/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn 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 experienceBased 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 cancellationFurther to this, as a gesture of good faith we have also issued a retroactive month $ [redacted] 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-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 complaintWe 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 / [redacted] (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" issuesDon'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 ***
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 meAlthough I disagree that they couldn't contact meAlso they still owe me $***and have owed it to me monthsThanks for your help Revdex.com
? 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 / [redacted] (1000, 5, 2016/06/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of her payment concerns and the difficulties she's noted with her service experienceBased on our review we've identified that [redacted] accepted a year service term on our Xplore 10Mbps/50GB 'Limited State' satellite package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of her account was completed on April 12, once [redacted] confirmed she had read and accepted our Terms of Service and provided confirmation of her pre-authorized payment method As part of Xplornet's Terms of Service [redacted] received a day money back guarantee during which time she was free to finalize her account without penalty for any reason if she did not find the service met her expectationsOur records however do not reflect that any service related concerns were been brought to our attention and we have identified that the cause of her service reduction following her first weeks in service was due to [redacted] exceeding her 50GB monthly bandwidth allowance, placing her account in "Limited State' until her usage reset at the beginning of her next month's bill cycle With respect to the payments being disputed by [redacted] , Xplornet issued an invoice for her initial service charges following the activation of her account and a payment was attempted based on the pre-authorized payment method she providedAs her initial payment was unsuccessful further attempts were made to process the payment following monthUnfortunately, as we did not receive her payment until weeks after her service activation her next month's invoice was due the following week but was again returned unsuccessful As we've explained to [redacted] , in the event that she was unable to make a payment she must notify us in order for alternate arrangements to be made where she is responsible for ensuring sufficient funds are available to complete her paymentSimilarly, where [redacted] did not report any difficulties with her service we have not been provided an opportunity to troubleshoot her concerns and have been unable to identify any problems on our end with her rental hardware With that being said, recognizing [redacted] has been unsatisfied with her service experience, while we remain more than willing to work with her to investigate any service issues she's experiencing, in the interest of reaching a mutually acceptable resolution Xplornet will agree to waive the remainder of her contract commitment allowing her account to be closed without penaltyTo this end, Xplornet has been attempting to reach [redacted] to confirm her cancellation request and make arrangements to recover our rental hardware but have not yet heard back In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response because this allowed both of us to be heard and for both parties to come to an understanding about what was going onI did not know that I would be committing to a year contract when I signed up for Xplorenet, I was just told that I could upgrade my account if need be, but because it was already ***$ I didn't want to have to pay extra for internetI am happy we are able to come to terms and have this dealt with without further incident As of communication with Xplornet, I have not called them back because I don't want to be more upset on the phone with them, I just want this dealt with and thats it
Initial Business Response / [redacted] (1000, 5, 2017/10/25) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of their complaint, Xplornet completed a review of the ***' account history and would like to extend its regrets for the difficulties they have reported with their service experienceIn 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 / [redacted] (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 sideWe also appreciate that they agreed to not hold us to our contract and are grateful for this resolution
Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed an updated review of [redacted] 's account history in light of the concerns he's expressed with his service experience on our legacy Canopy Fixed Wireless network and his request to be converted to our LTE Fixed Wireless service Based on our review, Xplornet's records reflect that our loyalty department reached an arrangement with [redacted] in [redacted] to provide a month credit to his account until upgrades were completed to bring LTE coverage to his areaLTE Upgrades were finalized on several area towers in late [redacted] and Xplornet extended a further month credit to [redacted] 's account while arranging to have a work order completed to determine if his location had sufficient signal available for a conversionRegrettably, after hearing back from the dealer, they've advised that [redacted] 's location does not have sufficient line of sight for service on our LTE network based on our current coverage To this end, Xplornet has offered to provide [redacted] with a recurring discount until further upgrades are completed and we can reassess his location for LTE service however we have explained that we could not continue to provide him with service at no costUnfortunately, as [redacted] has maintained he will not pay for the service, he chose to proceed with the finalization of his account and his services were cancelled on February [redacted] In closing, while we regret that [redacted] has chosen to end his service with us, we would like to thank him for his time as a valued Xplornet customer and hope he will consider returning once further LTE upgrades are completed in his area Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately Xplornet's offer of free service was to be until I had the upgradeI feel their offer wasn't done in good faith as I was told the new service would be completed by [redacted] at the latest [redacted] Xplornet [redacted] the Tower thus providing providing sub stanstandard service to paying customers The poor service has been going on for a long timeI wonder if I was to have paid a percentage of my bill, how long before they would have shut off my service As far as my line of sight no one from Xplornet has come to my house to indeed verify this Where I live, it is a small community who have been stuck with only one provider [redacted] I believe Xplornet has an obligation to fully compensate me for my substandard services until such time I am converted to the new LTE service as offered last yearFailure to comply may result in further action to receive compensation for services not rendered as per my original contract, that being a minimum of 3mg - maximum 5mg download service Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review The original agreement Xplornet reached with [redacted] was to provide a month service credit to offset his existing service charges until LTE upgrades were completed in his area in [redacted] Once the upgrades were completed, Xplornet arranged to have a work order dispatched to survey his location and provided an additional month credit to his accountRegrettably, after heaving back from the dealer they advised [redacted] 's location is too far from the upgraded sites to receive service and that a conversion could not be attempted until further upgrades are completed in the coming months To this end, Xplornet has explained to [redacted] that while we would not be able to continue providing him with free service, we would be prepared to offer him a recurring discount until we could reassess his location once further tower upgrades are completed in the areaUnfortunately, as [redacted] did not find this to be an acceptable offer, he chose to finalize his account and his cancellation was completed on [redacted] With respect to the service [redacted] had been receiving on our legacy Canopy Fixed Wireless network, as we've previously acknowledged, due to the shared access nature of the service slowdowns during periods of heavy usage can occurWhile our Terms of Service note that we're unable to guarantee specific upload or download speeds, we are committed to providing the best service experience available to our customers and can assure [redacted] we have not knowingly oversubscribed his networkThat being said, as usage has increased over time it has necessitated investing in upgrades to bring new technologies to the area to provide service options that we're unable to offer on our legacy networks In closing, Xplornet would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused along with his decision to end his service and hope he will give consideration to returning as we continue to expand our LTE network in the area Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (4200, 11, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again Xplornet replies with untruthsThe Tower in question did not go upThe Canopy Tower that I am on did indeed get overloaded with new subscribersMy service has gone from an average of 3mg to 0.20mgThis is equivalent to the 90's dial up service with a 14.4K modem I was not offered any discounted service after I called Xplornet about a bill I had paid on [redacted] for [redacted] which I might add I was told I would be reimbursed and as of [redacted] have not yet received!!!!! For [redacted] years I was a loyal customer and never missed or was late with payment I have good relations with a current Xplornet Service man and I have first hand knowledge of their issues [redacted] In closing I demand to have my last payment of [redacted] returned at once As stated earlier, Xplornets original offer was not made in good faith as they had no intentions of erecting the new tower until they had their technical difficulties resolved with their new LTE service [redacted]
Initial Business Response / [redacted] (1000, 10, 2017/10/30) */ Thank you for bringing the information provided by [redacted] to our attentionIn 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 experienceIn 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 / [redacted] (2000, 12, 2017/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very satisfied with responseThank you very much
Initial Business Response / [redacted] (1000, 6, 2016/05/06) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he has reported with his connection speedsBased on our review, we've identified that [redacted] is currently receiving service from our Viasat Satellite network on the Xplorepackage, providing speeds up to 10Mbps download and up to 1Mbps upload with a 75GB monthly bandwidth allowanceA senior technician has completed an assessment of [redacted] rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed providing the best service experience possible for our customer and can assure [redacted] that we are doing everything within our control to improve network performance While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have increased the month discount [redacted] has been receiving from $ [redacted] to $ [redacted] and we will continue to keep him aware of any updates when contacting our Care Centre In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted] , Xplornet extends its apologies for the inability to successfully retrieve the equipment which resulted in the unexpected payment for the hardwareXplornet has processed the refund of $for the hardware and in total you will receive a refund back of $after taxesCurrently the refund is awaiting the confirmed payment of $to go through successfully prior to refunding the amount backThis refund should be sent to the payment method on file on the 9th of February at the earliest Warmest regards, [redacted] Customer Response Coordinator [redacted] ***
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 billing concerns regarding her Xplornet accountUpon receipt of [redacted] ’s complaint, review of the account history was completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account history, [redacted] was installed on the LTE fixed wireless service on June 8, As the installation was completed by a third party contractor and not requested through an Xplornet customer care agent, a new installation was completed as opposed to a conversion ?" as is policy for existing Xplornet customersXplornet’s records show that the existing Xplornet account was in [redacted] name and that the new account was created in [redacted] as such, both accounts were active with no cause to assume any error had been made Xplornet was notified in March by a third party contractor that both services were not active and that an error in billing had occurredThough Xplornet’s end user agreement ?" found on the legal section of the website ?" states that “all charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old; Xplornet has agreed to refund [redacted] for the past months of access service on the legacy canopy service that remained activeA refund check for $was mailed to [redacted] on June 5, and should be received in the next 3-weeks In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we reviewed this matterIf [redacted] has any questions, comments, or concerns, Xplornet support is available 24/7/at 1-866-841- Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/06/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet has agreed to waive the $ [redacted] (tax incl.) hardware charge billed to [redacted] 's account and would like to extend our regrets for any inconvenience this matter has caused [redacted] 's account is now closed and an updated final invoice will document that no further charges are owed on her account In closing, on behalf of Xplornet we would like to thank [redacted] for her patience as we worked towards a resolution and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 8, 2016/01/21) */ Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history to investigate the difficulties she has reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her concerns to our attentionBased on our review, we have identified that the network [redacted] connects to for service does experience periods of heavy usage which can have an impact on connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet's network operations team is investigating the issue and we can assure [redacted] that Xplornet is doing everything within our control to resolve this matter as we continue to invest in network improvements Having said this, where Xplornet does not currently have a specific time frame for when this issue will be resolved [redacted] has been provided a recurring $ [redacted] monthly service discount, along with the option to convert back to our Fixed Wireless WiMAX service in the interimFurther to this, Xplornet has also agreed to waive the upgrade cost for a conversion back to our LTE system once the issue has been rectified and in good faith we have applied a one month service credit of $ [redacted] (before tax) to her account which will be visible on her next month's invoice In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue our investigation and work towards a resolution to address the service concerns she's reported experiencing Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response; however, you obviously did not spend much time investigating the issueThe option to convert back to the Fixed Wireless WiMAX was discouraged due to the fact that this tower (platform) is also congestedIn fact I was told "all towers (platforms) in my area are congested; therefore, service would not be any better." I understand there are peak times, but a service should not be oversold to the point there is NO quality to the service at allAs a paying customer, is it hard to understand why this would not be a priority [redacted] Final Business Response / [redacted] (4000, 12, 2016/02/01) */ Thank you for forwarding the rebuttal provided by [redacted] to our attentionIn response, the following is available for review The option to convert [redacted] 's back to our Fixed Wireless WiMAX network was provided based on the request she made to be moved back to her original service platform as she indicated she found it to be a better service experience than she was receiving on our LTE networkIn reviewing the option, we were prepared to honor her request in the interest of reaching a mutually acceptable solution while we continued to work towards a resolution to the service concerns she has reported with her LTE system With respect to her current service experience, Xplornet recently completed adjustments to increase capacity to all panels on the access point [redacted] connects to for service by doubling the channel bandwidth to all sectors on the towerIn monitoring the results of the change our Network team has observed a noted improvement to network performance following the adjustment and we continue to work towards making further improvements to increase performance on the network A senior technical agent recently followed up with [redacted] after completing an updated review of her system readings and identified that her signal was no longer meeting quality standards required for her service planTo this end, a work order has been issued to realign [redacted] 's receiver and we have agreed to follow up with her once completed to reassess her service experienceIn the interim, the month credit we agreed to provide in our previous response has been applied to [redacted] 's February service invoice along with her recurring $ [redacted] monthly discount and we will continue to keep her updated on any further developments on tower upgrades In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work with her in the interest of addressing her service concerns Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/10/21) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the ongoing service concerns he's reported with inconsistent connection speedsBased on our review, we'd first like to extend our sincere apologies for the difficulties [redacted] has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with [redacted] have advised that we've escalated his issue to our Network teamThey will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experience In the interim, we have agreed to provide [redacted] with a month service credit ( [redacted] , taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his continued patience as we investigate his ongoing service concerns Sincerely, Xplornet Communications Inc