Initial Business Response /* (1000, 7, 2016/12/16) */
Thank you for forwarding the information submitted 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 to...
assess the difficulties she's reported with her connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attention. Based on our review, we have identified that the network she connect to for service does experience periods of heavy usage which can have an impact on her connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]'s area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customers. Xplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved.
In the interim, while we continue to work towards addressing the issue, Xplornet has increased the 6 month service discount [redacted] is receiving from $** to $** and she maintains the option to downgrade to a lower tiered plan if she is not satisfied with the speeds she is receiving on her 25Mbps service package. With that said, if she remains unsatisfied with her service experience Xplornet will agree to waive her contract commitment and will not seek an early cancellation fee if he decides to end her services.
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 to work toward improvements to the network.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 9, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, I appreciate the response. Unfortunately, this doesn't solve the issue. "Slowdowns" are one thing, but loss of connection on a regular basis is another. While I completely understand that there was no guarantee of a certain speed in the contract, having 0 kbps several times a day is simply not providing the service at all.
Xplornet is fully aware that the towers are overloaded in my area - as they have clearly stated in their response - and yet continue to add clients, which hinders the service even more. I assume that they are also aware that they are the only internet provider in my area, which is why they continue to add clients, they have a monopoly in this area. I can't work without the internet so cancelling the service is not an option. Switching my account to a slower speed will only slow my service even more (lowering my CINR0 and CINR1 numbers to 10 Mbps rather than 25 Mbps), which would only make things worse. I appreciate the additional discount, but this isn't about money - I simply want "fast and reliable high-speed internet" as is stated on the home page of Xplornet's website. Also on their website under Why Choose Xplornet: "fast speeds to stream video and play online games" - this is what I thought I was getting.
I do not want the Revdex.com to close this complain as "satisfied" because I am not. However, there is obviously no resolution to this issue until Xplornet expands their network bandwidth. Will the EchoStar XIX satellite improve my service in 2017? If so, does Xplornet have an idea of when I could expect better speeds?
Thank you
[redacted]
Final Business Response /* (4000, 16, 2016/12/28) */
Thank you for forwarding the response provided by [redacted].
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account to assess the difficulties she's reported with her connection speeds. We again would like to extend our apologies for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attention. Our records show that while her signal is sufficient to support the package that she subscribes to, the network that she connects to does experience periods of high utilization which can cause subscribers to note degradation in connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]'s area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customers. That being said, degradation in connection speeds should not cause [redacted] to lose connection completely and if she is losing service and unable to connect we would ask that she calls us to troubleshoot at her earliest convenience. We are available 24/7 to best assist at [redacted]
Xplornet would also like to acknowledge the concerns that [redacted] has raised in regards to downgrading her service package. The CINR0 and CINR1 numbers represent the signal strength that the subscriber module is obtaining from the tower that [redacted] connects to. These figures are not tied to the package and would not be impacted should [redacted] choose to downgrade her service package to the LTE-10 plan.
In closing, on behalf of Xplornet, I would like to thank [redacted] for bringing this matter to our attention and apologize for any inconvenience or hardship that these matters have caused.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 10, 2017/06/09) */
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 an updated review of [redacted]'s account...
history in light of her service and cancellation concerns. Based on our review, Xplornet was unable to identify any problems with [redacted]'s rental hardware or on our network that would be causing the issues she reported and it was determined the cause was related to her internal network.
Xplornet has now received and processed [redacted]'s cancellation request and will agree to provide a 2 month refund in good faith. To this end, a credit of $[redacted] (taxes in) has been applied to [redacted]'s account and will be refunded once her rental hardware has been successfully recovered.
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 12, 2017/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting $[redacted] for the two payments one in April of $[redacted] and then again the bill I paid $[redacted]. Both times I indicted I did not want to continue my service!!! And yet again I receive another billing. The practices are disgusting just to continue getting payments!! This is my complaint. I want my money back for the lack of service as well as not listening to my request to discontinue my service.
Final Business Response /* (4000, 14, 2017/06/19) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet's records reflect that [redacted] initially contacted Xplornet in January 2017 to inquire about options for her account. As no definitive decision was made and [redacted] had explored the option of cancelling the service or suspending, no action was completed on the account pending further contact. Further review demonstrates that the service was continuously used up until the requested date of cancellation in May 2017.
While Xplornet feels that the charges issued on [redacted]'s account are valid, the offer to credit the amount of $[redacted] stands and has been applied to the outstanding balance remaining.
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 16, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded. Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written.
I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only.
Thank you very much for your assistance in this matter! This complaint can now be closed.
Initial Business Response /* (1000, 5, 2017/02/24) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light of...
the concerns he's raised about his service experience and in the interest of reaching an acceptable resolution we will agree to waive his early cancellation fee.
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for the difficulties he experienced and thank him for his time as a valued customer.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information submitted by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]' account history to...
investigate the difficulties he's reported with his connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank him for taking the time to bring his concerns to our attention. Based on our review, we have identified that the network he connect to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customers. Xplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved.
In the interim, while we continue to work towards addressing the issue, Xplornet has applied a $** recurring service discount to his account for the next 6 months. However, if [redacted] remains unsatisfied with his service experience Xplornet will not hold him to his contract commitment and will not seek an early cancellation fee if he decides to end his services.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work toward improvements to the network.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 6, 2016/11/24) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of the...
concerns she has reported with her hardware recovery and refund for the credit balance remaining on her account. First, we would like thank [redacted] for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardware.
In good faith, Xplornet requested our billing department arrange for her refund to be issued while arrangements are made to complete her hardware recovery. To this end, we have confirmed that [redacted]'s refund was processed on November 22nd and she should expect to see the funds deposited back to her bank account shortly.
In closing, on behalf of Xplornet we would further like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2016/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have taken positive action to resolve this issue quickly. The equipment will be picked up today further to a confirmation call I received yesterday. I appreciate the company's quick response to this issue and hopefully they will follow through for other customers in the future in regards to follow-up of work orders. Thank you very much for your help in resolving this issue quickly.
Initial Business Response /* (1000, 5, 2015/10/30) */
Thank you for forwarding [redacted] concerns to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted] account and identified that his...
refund had not yet been issued due to an oversight on our part following the recovery of his rental hardware. We recognize that this caused [redacted] refund to be delayed and extend our apologies for any inconvenience this may have caused.
Once we became aware of the issue, [redacted] refund was completed and we have confirmed through our Billing department that the $[redacted] he was owed was refunded to his[redacted] on [redacted].
In closing, Xplornet would again wish to extend our apologies to [redacted] for our oversight, along with the resulting delay to his refund and hope he will find our response to represent an acceptable resolution.
[redacted]
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided from [redacted] to our attention.
Upon receipt of his complaint, review of the account history was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com....
Our records show that [redacted] had the LTE Fixed Wireless service installed in July 2016. Xplornet was first made aware of concerns that [redacted] had with the service when he called in on September 21, 2016, stating that he had been experiencing intermittent service. As Xplornet had not spoken with him previously, we suggested [redacted] speak with our technical department in order to complete troubleshooting steps to address the concerns that he'd raised in regards to his service experience. Unfortunately at the time of the call [redacted] was not at the residence where the service was located and he was not able to complete troubleshooting with a technical representative.
Xplornet would like the opportunity to troubleshoot with [redacted] to address the concerns that he has expressed in his complaint. Where our service is designed for a direct connection to one computer, in order to properly address [redacted]'s concerns we would ask that he have a device capable of supporting a direct connection to our service via Ethernet on site. At this time, where we have been unable to complete troubleshooting and have not deemed there to be an issue with the configuration of the LTE Fixed Wireless system, the termination fees would apply should [redacted] choose to terminate his contract before the end of the 2 year agreement. Our contact center is available 24/7/365 at [redacted] to best assist and should [redacted] contact us we would be happy to complete troubleshooting to diagnose and address any issues with his connection.
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint.
Sincerely,
[redacted]
Customer Care Response Coordinator
Xplornet Communications Inc.
TFN: [redacted]
Customer Care Centre: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently I need to have a device with an Ethernet port to resolve the problem as per my last conversation with xplornet. I do not have any computers or devices with Ethernet in this house so there is no way to fix the problem. I use mobile devices to access the internet. So I still do not have any internet and would like this service to be canceled.
Final Business Response /* (4000, 9, 2016/10/17) */
Thank you for forwarding the information provided from [redacted] to our attention.
Unfortunately the minimum requires of our service (as outlined on our website: https://www.xplornet.com/questions/system-requirements/) do require a direct connection via Ethernet to our service, so it is best effort to troubleshoot and address service concerns when we are unable to establish said direct connection. Review of [redacted]'s connection to the equipment shows that the subscriber module is currently offline on our end. Unfortunately we are unable to determine the cause as we have been unable to complete troubleshooting with [redacted].
Xplornet would like the opportunity to address the concerns that [redacted] has expressed in his complaint. At this time we would be willing to dispatch a service call to [redacted] location to have one of our certified technicians in the area review his connection. Should there be an issue with the Xplornet hardware, or the network, Xplornet would cover the cost of a standard service call. This would not include mileage beyond **KM round trip should it apply, or anything above and beyond a standard service call like extra height, hardware, or extra labor. However, if the issue is outside of the Xplornet network, the service call would be at the cost of [redacted]. (ie: PC issue, internal network error, router issue, etc). If [redacted] is interested in having Xplornet send a technician out to his residence, Xplornet would be more than willing to comply in an attempt to resolve his issues.
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint.
Final Consumer Response /* (4200, 11, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seriously? What a joke. It took two weeks just for them (xplornet) to finally want to send a tech over. And they want me to continue with their services. I don't think so. Tell them to [redacted]. Literally, [redacted].
Initial Business Response /* (1000, 5, 2016/05/09) */
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 regarding the termination of his internet services. Based on our review, we have confirmed the receipt of [redacted]'s cancellation request however in order to proceed with the finalization of his account he was advised that he would need to contact our Care Centre by phone to verify his account and go over our equipment recovery process to ensure the safe return of his rental hardware.
Our records reflect that we did not hear from [redacted] until April 18th, at which time we agreed to proceed with the cancellation of his account. Unfortunately, as [redacted] did not stay on the line to complete the cancellation process his account remained active. That being said, recognizing [redacted]'s intention to proceed with the finalization of his account Xplornet will agree to backdate his cancellation request to March 29th, in line with his monthly bill cycle and will provide a refund for any payments made following this date once our rental hardware has successfully been retrieved. [redacted]'s account is now cancelled; a work order has been issued and he should expect to hear from an installer to arrange the recover his rental hardware.
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 an Xplornet customer and extend our regrets for any inconvenience this issue has caused. We hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 8, 2016/11/07) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of...
the concerns she's raised following her recent cancellation request. Based on our review, we would first like to extend our apologies to [redacted] for the difficulties she experience when arranging the cancellation of her account and thank her for taking the time to bring her feedback to our attention.
[redacted] concerns have been brought to the attention of management and appropriate actions are being taken to ensure future customers do not have a similar experience. With that being said, Xplornet can confirm that [redacted] account cancellation was processed as of October 25 and arrangements are being made to recover the Xplornet rental hardware in her possession. Once completed, a refund for the $[redacted] credit balance remaining on her account will be issued back to the payment method on file and her account closure will be completed with no further charges owing.
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and thank [redacted] for her time as a valued customer.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet regrets that we were unable to maintain [redacted]'s service following the acquisition...
of her previous service provider. A refund for all service charges billed by Xplornet on her July invoice ($[redacted] tax incl.) has been issued back to the payment method on file and a refund cheque for charges billed by her previous provider after June 15 ($[redacted] tax incl.) has also been issued.
With respect to the rental hardware in [redacted]'s possession; Xplornet does not require the hardware to be returned, she will not be responsible for its replacement cost and is free to dispose of the equipment.
In closing, we would further 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 /* (3000, 7, 2017/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not think they should allowed to litter my property with their cast off equipment. I am not a garbage dump
Final Business Response /* (4000, 9, 2017/07/31) */
Thank you for forwarding the response provided by [redacted] to our attention.
In good faith, Xplornet will make an exception to arrange the recovery of the hardware in [redacted]'s possession. [redacted] should be advised it may take up to 30 days to complete the hardware retrieval and once available, an installer will reach out to her in order to schedule an appointment.
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet 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 /* (1000, 5, 2016/12/02) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of the...
concerns she has reported with her hardware recovery. First, we would like thank [redacted] for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardware. Xplornet has now confirmed the successful recovery of [redacted] rental hardware and on November 28th a refund of $[redacted] was processed back to the payment method on file.
In closing, on behalf of Xplornet we would further like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, **16/02/05) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account based on the...
concerns he's raised surrounding his service experience having recently been installed on our High Throughput Viasat satellite network on [redacted] First, we would like to extend our apologies for any delays to his installation and for the poor experience he's noted in dealing with an agent from our Care Centre. With respect to his service concerns, Xplornet arranged to have a senior technical representative complete an assessment of his system readings to determine if there were any identifiable issues being reported through his rental hardware.
In reviewing [redacted]'s system statistics they were able to verify that his service readings met all the minimum requirements for his service package but noted that periods of heavy traffic on the network may impact his experience during peak service periods. Where our services are provided on a shared access basis we have explained to [redacted] that during period of higher than normal use on the network service speeds can be impacted however we do have policies in place in the interest of ensuring that each Xplornet customer receives fair and consistent access to the Internet.
To this end, in speaking with [redacted] a technical supervisor has provided him with an overview of our traffic management practices and how he can manage his usage to improve his service experience. Further to this, where Xplornet is in the process of implementing a new traffic management policy on our 4G Satellite networks, coming into place on February 23rd, we have also provided [redacted] with information on how the new policies may improve his experience. For additional information on Xplornet's Internet Traffic Management policies, including details of the upcoming changes that are set to be implemented on [redacted]
To this end, recognizing [redacted] is currently within his initial 30 day money back guarantee period in order to provide him an opportunity to experience the service following these upcoming changes we have extended his 30 day guarantee period to [redacted] And, as a sign of good faith we have also agreed to extend the initial $** monthly discount he received as part of his initial service promotion for an additional 6 month period.
In closing, on behalf of Xplornet we would again wish to thank [redacted] for bringing his concerns to our attention and for taking the time to speak with us about the issues he's been experiencing. We hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (**00, 7, **16/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept there response for one main reason, I received a call from a very good tech support, than I called back to explornet as I was unavailable to take there call as I was coming home from work.
I called and spoke with a very respectful, realistic person that was kind and understanding. She ran through test, [redacted] was understanding on how I feel and best of all she gave me a answer! A honest answer.
The beam that I am on is full- generally 80-100% full and it's very very heavy traffic. I had clear sky's, new os system , no virus etc and she never tried to hide the truth or bluff or hide behind anything. She said sorry it's just the traffic usuage, it's not us it's not you , were not throttling [redacted] etc and she explain how there throttling works, along with new traffic managment .
Over all, I'm happy on how xplornet called and showed genuine respect and acknowledge the problem and hopefully with there new satilite it will help the congestion we face.
Thanks to the Revdex.com for spending time reviewing and forwarding my complain. But also posting a resolution as it is fair to do so.
So on a final note, for those who are upset with xplornet, they did try to resolve the problem, just try again, speek with a senior tech because they know there stuff.
Initial Business Response /* (1000, 5, 2016/07/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the difficulties he's reported following his recent loss of service and the subsequent cancellation of his account.
Based on our review, we understand the work order issued to complete repairs to restore [redacted]'s service was not able to be completed within an acceptable timeframe and for this we apologize. As a gesture of good will we have reapplied a one month credit of $[redacted] to [redacted]'s account and have issued an additional credit of $[redacted] to offset the early cancellation fee that was billed to his account.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response to his complaint.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet was expedient in this matter. Unfortunately, it only became so once it was reported to Revdex.com. It was funny, in a way, when no one could come and restore my internet in three weeks but they sure found the time after I cancelled their service to come to my home and remove their equipment! Called on a Wednesday night and they were here on the Saturday!!!!
Xplornet extends its apologies for the issues that remain unresolved for [redacted].
Given the circumstances surrounding this complaint and the charges for hardware, Xplornet has waived all costs associated with the equipment.
Xplornet has also sent a request to its Billing Operations...
department to send a new and updated invoice to [redacted] to reflect the updated balance with no charge for equipment.
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/03/02) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of our records was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com.
Unfortunately the customer...
information provided in the complaint to the Revdex.com by [redacted] does not match an account in our system. To keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account to an unauthorized contact on an Xplornet account.
If the account may be listed under another name, please have the full account holder contact us at [redacted] where we can assist with [redacted]'s request and update authorized users on file for future support in regards to the account. We are available 24/7/365.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is on mass scale with this company Xplornet they purposely slow down internet connections to customers which makes your internet service in the country un usable. They will send you notification that you have used [redacted]% of allowed data and then turns off the service so you can't use it anymore. It is very unethical way to provide service to a paying customer. When I can't run my business because they purposely slow down internet speeds to the point can't use it, it becomes a problem and they offer no resolution.
Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for forwarding the information provided by [redacted] in his complaint. We have reviewed the concerns raised and the following is available for review.
Following the receipt of his complaint, Xplornet completed a review of...
[redacted]'s account history in light of the concerns he's raised regarding his recent service upgrade and the early cancellation fee billed subsequent to the cancellation of his Xplornet account. Based on our review, we've identified that [redacted] signed up for service on Xplornet's Xtreme5 limited state package on a 1 year contract; providing downloading speeds up to 5.0Mbps, upload speeds up to 1.0Mbps, a 100GB monthly bandwidth allowance, at special discounted promotional rate of [redacted]) per month.
Our records document that following his installation [redacted] completed the activation of his account through Xplornet's Customer Activity Centre on [redacted], at which time he confirmed and acknowledged his acceptance of all account information and payment details, along with his acceptance to Xplornet Terms of Service, including Section 11, Early Cancellation. To this end, Xplornet will not be able to waive [redacted]'s early cancellation fee where he has chosen to finalize his agreement prior to the completion of his service term.
In response to his concerns regarding his recent service upgrade, [redacted] first contacted Xplornet to discuss upgrading his service package on [redacted] at which time an agent noted his signal would not support an upgrade to our 10Mbps plans. The decision to increase [redacted]'s service package was made when he contacted us on [redacted], following a service outage to advise he'd received a promotion from a competitor who was offering a larger monthly bandwidth allowance on a similar 5Mbps service plan.
Where Xplornet did not offer a higher monthly bandwidth allowance on our 5Mbps plans, recognizing it had been explained to [redacted] that he would not be able to attain the 10Mbps speeds, in good faith the agent agreed to make an exception in the interest of increasing his monthly bandwidth allowance from 100GB to the 250GB available on the higher package ([redacted]). Based on his usage report, [redacted] did receive a notable benefit from the increase and called in less than a week later, on [redacted] to have his package upgraded again, increasing his monthly bandwidth allowance from 250GB to 500GB ([redacted]).
Having said this, Xplornet recognizes [redacted] should not have been permitted to upgrade his service package where his signal did not meet the performance requirements for our 10Mbps plans. To this end, Xplornet has agreed to provide a service credit to [redacted]'s account to offset the price difference between his upgraded package and his original 5Mbps plan which has been applied against his early cancellation fee and will be reflected on his final service invoice.
In closing, Xplornet would like to extend our regrets to [redacted] for any difficulties he's experienced while working to have this matter resolved through our Care Centre and apologize for any inconvenience it may have caused him. We hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was dealt with rudley and was advised by xplorenet that I can receive a 10 meg download and that is why I upgraded.I beleive that was their mistake and forc6 weeks my internet was running at speeds of 1.5 meg to 2 meg tops I deserve a credit for that 6 week peiod .they are at fault not me.
Final Business Response /* (4000, 9, 2015/09/01) */
Thank you for forwarding the updated response provided by [redacted].
Xplornet acknowledged in our original response that despite the clear usage benefit [redacted] received from his package upgrade, he should not have been permitted to complete a package change for increased usage on our 10Mbps plan where his signal strength did not meet the package requirements. In light of this, Xplornet credited [redacted]'s account for the pricing difference; the credits were applied against his early cancellation fee and are reflected on his final invoice.
To his speed concerns, Xplornet has no record of [redacted] reporting any issues with his service speeds following the upgrade, prior to his decision to proceed with the early cancellation of his account. Our records note we inquired with [redacted] about his speeds on [redacted] when he contacted us following his initial package upgrade on [redacted] to request a further increase to his bandwidth allowance, from 250GB to 500GB. At that time, [redacted] advised us that his speeds were good and at his request, we agreed to increase his bandwidth allowance.
In closing, Xplornet would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and in crediting his account for the pricing difference we hope he will find this to represent an acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/02/11) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light...
of the concerns he's raised regarding a conversion to our LTE network. First, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated his concerns. Based on our review, [redacted]'s service conversion was recommended after installers were unable to reestablish signal on his original platform which necessitated an upgrade to our new LTE network.
At this time we are confident [redacted] will be satisfied with the upgrade however we understand his concern surrounding the increase monthly price and move to a service plan with a monthly bandwidth allowance. To this end, Xplornet had a senior technical representative from our Care Centre reach out to [redacted] to discuss his concerns and highlight the benefits associated with the new service; noting that his new package speeds would be more than double that of his original plan and the bandwidth allowance was significantly greater than what his usage history has reflected during his highest usage months.
Further to this, recognizing [redacted] has been a longstanding customer in good standing we've also agreed to provide him with a recurring $** service discount for the next 12 months on his new service package. [redacted] in turn has indicated he is satisfied with the arrangement we've reached and we greatly appreciate his continued loyalty as a valued Xplornet customer.
In closing, we would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he will find this to represent an acceptable response to his complaint.
Sincerely
Xplornet Communications Inc.
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. Although I disagree that they couldn't contact me. Also they still owe me $[redacted]and have owed it to me 6 months. Thanks for your help Revdex.com
Initial Business Response /* (1000, 7, 2016/12/16) */
Thank you for forwarding the information submitted 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 to...
assess the difficulties she's reported with her connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attention. Based on our review, we have identified that the network she connect to for service does experience periods of heavy usage which can have an impact on her connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]'s area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customers. Xplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved.
In the interim, while we continue to work towards addressing the issue, Xplornet has increased the 6 month service discount [redacted] is receiving from $** to $** and she maintains the option to downgrade to a lower tiered plan if she is not satisfied with the speeds she is receiving on her 25Mbps service package. With that said, if she remains unsatisfied with her service experience Xplornet will agree to waive her contract commitment and will not seek an early cancellation fee if he decides to end her services.
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 to work toward improvements to the network.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 9, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, I appreciate the response. Unfortunately, this doesn't solve the issue. "Slowdowns" are one thing, but loss of connection on a regular basis is another. While I completely understand that there was no guarantee of a certain speed in the contract, having 0 kbps several times a day is simply not providing the service at all.
Xplornet is fully aware that the towers are overloaded in my area - as they have clearly stated in their response - and yet continue to add clients, which hinders the service even more. I assume that they are also aware that they are the only internet provider in my area, which is why they continue to add clients, they have a monopoly in this area. I can't work without the internet so cancelling the service is not an option. Switching my account to a slower speed will only slow my service even more (lowering my CINR0 and CINR1 numbers to 10 Mbps rather than 25 Mbps), which would only make things worse. I appreciate the additional discount, but this isn't about money - I simply want "fast and reliable high-speed internet" as is stated on the home page of Xplornet's website. Also on their website under Why Choose Xplornet: "fast speeds to stream video and play online games" - this is what I thought I was getting.
I do not want the Revdex.com to close this complain as "satisfied" because I am not. However, there is obviously no resolution to this issue until Xplornet expands their network bandwidth. Will the EchoStar XIX satellite improve my service in 2017? If so, does Xplornet have an idea of when I could expect better speeds?
Thank you
[redacted]
Final Business Response /* (4000, 16, 2016/12/28) */
Thank you for forwarding the response provided by [redacted].
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account to assess the difficulties she's reported with her connection speeds. We again would like to extend our apologies for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attention. Our records show that while her signal is sufficient to support the package that she subscribes to, the network that she connects to does experience periods of high utilization which can cause subscribers to note degradation in connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted]'s area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customers. That being said, degradation in connection speeds should not cause [redacted] to lose connection completely and if she is losing service and unable to connect we would ask that she calls us to troubleshoot at her earliest convenience. We are available 24/7 to best assist at [redacted]
Xplornet would also like to acknowledge the concerns that [redacted] has raised in regards to downgrading her service package. The CINR0 and CINR1 numbers represent the signal strength that the subscriber module is obtaining from the tower that [redacted] connects to. These figures are not tied to the package and would not be impacted should [redacted] choose to downgrade her service package to the LTE-10 plan.
In closing, on behalf of Xplornet, I would like to thank [redacted] for bringing this matter to our attention and apologize for any inconvenience or hardship that these matters have caused.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 10, 2017/06/09) */
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 an updated review of [redacted]'s account...
history in light of her service and cancellation concerns. Based on our review, Xplornet was unable to identify any problems with [redacted]'s rental hardware or on our network that would be causing the issues she reported and it was determined the cause was related to her internal network.
Xplornet has now received and processed [redacted]'s cancellation request and will agree to provide a 2 month refund in good faith. To this end, a credit of $[redacted] (taxes in) has been applied to [redacted]'s account and will be refunded once her rental hardware has been successfully recovered.
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 12, 2017/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting $[redacted] for the two payments one in April of $[redacted] and then again the bill I paid $[redacted]. Both times I indicted I did not want to continue my service!!! And yet again I receive another billing. The practices are disgusting just to continue getting payments!! This is my complaint. I want my money back for the lack of service as well as not listening to my request to discontinue my service.
Final Business Response /* (4000, 14, 2017/06/19) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet's records reflect that [redacted] initially contacted Xplornet in January 2017 to inquire about options for her account. As no definitive decision was made and [redacted] had explored the option of cancelling the service or suspending, no action was completed on the account pending further contact. Further review demonstrates that the service was continuously used up until the requested date of cancellation in May 2017.
While Xplornet feels that the charges issued on [redacted]'s account are valid, the offer to credit the amount of $[redacted] stands and has been applied to the outstanding balance remaining.
In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 16, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded. Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written.
I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only.
Thank you very much for your assistance in this matter! This complaint can now be closed.
Initial Business Response /* (1000, 5, 2017/02/24) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light of...
the concerns he's raised about his service experience and in the interest of reaching an acceptable resolution we will agree to waive his early cancellation fee.
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for the difficulties he experienced and thank him for his time as a valued customer.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/12/09) */
Thank you for forwarding the information submitted by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]' account history to...
investigate the difficulties he's reported with his connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank him for taking the time to bring his concerns to our attention. Based on our review, we have identified that the network he connect to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his area. While Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed to ensuring we provide the best service experience possible for our customers. Xplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved.
In the interim, while we continue to work towards addressing the issue, Xplornet has applied a $** recurring service discount to his account for the next 6 months. However, if [redacted] remains unsatisfied with his service experience Xplornet will not hold him to his contract commitment and will not seek an early cancellation fee if he decides to end his services.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work toward improvements to the network.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 6, 2016/11/24) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of the...
concerns she has reported with her hardware recovery and refund for the credit balance remaining on her account. First, we would like thank [redacted] for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardware.
In good faith, Xplornet requested our billing department arrange for her refund to be issued while arrangements are made to complete her hardware recovery. To this end, we have confirmed that [redacted]'s refund was processed on November 22nd and she should expect to see the funds deposited back to her bank account shortly.
In closing, on behalf of Xplornet we would further like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2016/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have taken positive action to resolve this issue quickly. The equipment will be picked up today further to a confirmation call I received yesterday. I appreciate the company's quick response to this issue and hopefully they will follow through for other customers in the future in regards to follow-up of work orders. Thank you very much for your help in resolving this issue quickly.
Initial Business Response /* (1000, 5, 2015/10/30) */
Thank you for forwarding [redacted] concerns to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted] account and identified that his...
refund had not yet been issued due to an oversight on our part following the recovery of his rental hardware. We recognize that this caused [redacted] refund to be delayed and extend our apologies for any inconvenience this may have caused.
Once we became aware of the issue, [redacted] refund was completed and we have confirmed through our Billing department that the $[redacted] he was owed was refunded to his[redacted] on [redacted].
In closing, Xplornet would again wish to extend our apologies to [redacted] for our oversight, along with the resulting delay to his refund and hope he will find our response to represent an acceptable resolution.
[redacted]
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided from [redacted] to our attention.
Upon receipt of his complaint, review of the account history was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com....
Our records show that [redacted] had the LTE Fixed Wireless service installed in July 2016. Xplornet was first made aware of concerns that [redacted] had with the service when he called in on September 21, 2016, stating that he had been experiencing intermittent service. As Xplornet had not spoken with him previously, we suggested [redacted] speak with our technical department in order to complete troubleshooting steps to address the concerns that he'd raised in regards to his service experience. Unfortunately at the time of the call [redacted] was not at the residence where the service was located and he was not able to complete troubleshooting with a technical representative.
Xplornet would like the opportunity to troubleshoot with [redacted] to address the concerns that he has expressed in his complaint. Where our service is designed for a direct connection to one computer, in order to properly address [redacted]'s concerns we would ask that he have a device capable of supporting a direct connection to our service via Ethernet on site. At this time, where we have been unable to complete troubleshooting and have not deemed there to be an issue with the configuration of the LTE Fixed Wireless system, the termination fees would apply should [redacted] choose to terminate his contract before the end of the 2 year agreement. Our contact center is available 24/7/365 at [redacted] to best assist and should [redacted] contact us we would be happy to complete troubleshooting to diagnose and address any issues with his connection.
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint.
Sincerely,
[redacted]
Customer Care Response Coordinator
Xplornet Communications Inc.
TFN: [redacted]
Customer Care Centre: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently I need to have a device with an Ethernet port to resolve the problem as per my last conversation with xplornet. I do not have any computers or devices with Ethernet in this house so there is no way to fix the problem. I use mobile devices to access the internet. So I still do not have any internet and would like this service to be canceled.
Final Business Response /* (4000, 9, 2016/10/17) */
Thank you for forwarding the information provided from [redacted] to our attention.
Unfortunately the minimum requires of our service (as outlined on our website: https://www.xplornet.com/questions/system-requirements/) do require a direct connection via Ethernet to our service, so it is best effort to troubleshoot and address service concerns when we are unable to establish said direct connection. Review of [redacted]'s connection to the equipment shows that the subscriber module is currently offline on our end. Unfortunately we are unable to determine the cause as we have been unable to complete troubleshooting with [redacted].
Xplornet would like the opportunity to address the concerns that [redacted] has expressed in his complaint. At this time we would be willing to dispatch a service call to [redacted] location to have one of our certified technicians in the area review his connection. Should there be an issue with the Xplornet hardware, or the network, Xplornet would cover the cost of a standard service call. This would not include mileage beyond **KM round trip should it apply, or anything above and beyond a standard service call like extra height, hardware, or extra labor. However, if the issue is outside of the Xplornet network, the service call would be at the cost of [redacted]. (ie: PC issue, internal network error, router issue, etc). If [redacted] is interested in having Xplornet send a technician out to his residence, Xplornet would be more than willing to comply in an attempt to resolve his issues.
In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards determining a satisfactory resolution to his complaint.
Final Consumer Response /* (4200, 11, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seriously? What a joke. It took two weeks just for them (xplornet) to finally want to send a tech over. And they want me to continue with their services. I don't think so. Tell them to [redacted]. Literally, [redacted].
Initial Business Response /* (1000, 5, 2016/05/09) */
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 regarding the termination of his internet services. Based on our review, we have confirmed the receipt of [redacted]'s cancellation request however in order to proceed with the finalization of his account he was advised that he would need to contact our Care Centre by phone to verify his account and go over our equipment recovery process to ensure the safe return of his rental hardware.
Our records reflect that we did not hear from [redacted] until April 18th, at which time we agreed to proceed with the cancellation of his account. Unfortunately, as [redacted] did not stay on the line to complete the cancellation process his account remained active. That being said, recognizing [redacted]'s intention to proceed with the finalization of his account Xplornet will agree to backdate his cancellation request to March 29th, in line with his monthly bill cycle and will provide a refund for any payments made following this date once our rental hardware has successfully been retrieved. [redacted]'s account is now cancelled; a work order has been issued and he should expect to hear from an installer to arrange the recover his rental hardware.
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 an Xplornet customer and extend our regrets for any inconvenience this issue has caused. We hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 8, 2016/11/07) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of...
the concerns she's raised following her recent cancellation request. Based on our review, we would first like to extend our apologies to [redacted] for the difficulties she experience when arranging the cancellation of her account and thank her for taking the time to bring her feedback to our attention.
[redacted] concerns have been brought to the attention of management and appropriate actions are being taken to ensure future customers do not have a similar experience. With that being said, Xplornet can confirm that [redacted] account cancellation was processed as of October 25 and arrangements are being made to recover the Xplornet rental hardware in her possession. Once completed, a refund for the $[redacted] credit balance remaining on her account will be issued back to the payment method on file and her account closure will be completed with no further charges owing.
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and thank [redacted] for her time as a valued customer.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet regrets that we were unable to maintain [redacted]'s service following the acquisition...
of her previous service provider. A refund for all service charges billed by Xplornet on her July invoice ($[redacted] tax incl.) has been issued back to the payment method on file and a refund cheque for charges billed by her previous provider after June 15 ($[redacted] tax incl.) has also been issued.
With respect to the rental hardware in [redacted]'s possession; Xplornet does not require the hardware to be returned, she will not be responsible for its replacement cost and is free to dispose of the equipment.
In closing, we would further 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 /* (3000, 7, 2017/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not think they should allowed to litter my property with their cast off equipment. I am not a garbage dump
Final Business Response /* (4000, 9, 2017/07/31) */
Thank you for forwarding the response provided by [redacted] to our attention.
In good faith, Xplornet will make an exception to arrange the recovery of the hardware in [redacted]'s possession. [redacted] should be advised it may take up to 30 days to complete the hardware retrieval and once available, an installer will reach out to her in order to schedule an appointment.
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
Xplornet 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 /* (1000, 5, 2016/12/02) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light of the...
concerns she has reported with her hardware recovery. First, we would like thank [redacted] for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardware. Xplornet has now confirmed the successful recovery of [redacted] rental hardware and on November 28th a refund of $[redacted] was processed back to the payment method on file.
In closing, on behalf of Xplornet we would further like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, **16/02/05) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account based on the...
concerns he's raised surrounding his service experience having recently been installed on our High Throughput Viasat satellite network on [redacted] First, we would like to extend our apologies for any delays to his installation and for the poor experience he's noted in dealing with an agent from our Care Centre. With respect to his service concerns, Xplornet arranged to have a senior technical representative complete an assessment of his system readings to determine if there were any identifiable issues being reported through his rental hardware.
In reviewing [redacted]'s system statistics they were able to verify that his service readings met all the minimum requirements for his service package but noted that periods of heavy traffic on the network may impact his experience during peak service periods. Where our services are provided on a shared access basis we have explained to [redacted] that during period of higher than normal use on the network service speeds can be impacted however we do have policies in place in the interest of ensuring that each Xplornet customer receives fair and consistent access to the Internet.
To this end, in speaking with [redacted] a technical supervisor has provided him with an overview of our traffic management practices and how he can manage his usage to improve his service experience. Further to this, where Xplornet is in the process of implementing a new traffic management policy on our 4G Satellite networks, coming into place on February 23rd, we have also provided [redacted] with information on how the new policies may improve his experience. For additional information on Xplornet's Internet Traffic Management policies, including details of the upcoming changes that are set to be implemented on [redacted]
To this end, recognizing [redacted] is currently within his initial 30 day money back guarantee period in order to provide him an opportunity to experience the service following these upcoming changes we have extended his 30 day guarantee period to [redacted] And, as a sign of good faith we have also agreed to extend the initial $** monthly discount he received as part of his initial service promotion for an additional 6 month period.
In closing, on behalf of Xplornet we would again wish to thank [redacted] for bringing his concerns to our attention and for taking the time to speak with us about the issues he's been experiencing. We hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (**00, 7, **16/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept there response for one main reason, I received a call from a very good tech support, than I called back to explornet as I was unavailable to take there call as I was coming home from work.
I called and spoke with a very respectful, realistic person that was kind and understanding. She ran through test, [redacted] was understanding on how I feel and best of all she gave me a answer! A honest answer.
The beam that I am on is full- generally 80-100% full and it's very very heavy traffic. I had clear sky's, new os system , no virus etc and she never tried to hide the truth or bluff or hide behind anything. She said sorry it's just the traffic usuage, it's not us it's not you , were not throttling [redacted] etc and she explain how there throttling works, along with new traffic managment .
Over all, I'm happy on how xplornet called and showed genuine respect and acknowledge the problem and hopefully with there new satilite it will help the congestion we face.
Thanks to the Revdex.com for spending time reviewing and forwarding my complain. But also posting a resolution as it is fair to do so.
So on a final note, for those who are upset with xplornet, they did try to resolve the problem, just try again, speek with a senior tech because they know there stuff.
Initial Business Response /* (1000, 5, 2016/07/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the difficulties he's reported following his recent loss of service and the subsequent cancellation of his account.
Based on our review, we understand the work order issued to complete repairs to restore [redacted]'s service was not able to be completed within an acceptable timeframe and for this we apologize. As a gesture of good will we have reapplied a one month credit of $[redacted] to [redacted]'s account and have issued an additional credit of $[redacted] to offset the early cancellation fee that was billed to his account.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response to his complaint.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet was expedient in this matter. Unfortunately, it only became so once it was reported to Revdex.com. It was funny, in a way, when no one could come and restore my internet in three weeks but they sure found the time after I cancelled their service to come to my home and remove their equipment! Called on a Wednesday night and they were here on the Saturday!!!!
Xplornet extends its apologies for the issues that remain unresolved for [redacted].
Given the circumstances surrounding this complaint and the charges for hardware, Xplornet has waived all costs associated with the equipment.
Xplornet has also sent a request to its Billing Operations...
department to send a new and updated invoice to [redacted] to reflect the updated balance with no charge for equipment.
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/03/02) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of our records was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com.
Unfortunately the customer...
information provided in the complaint to the Revdex.com by [redacted] does not match an account in our system. To keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account to an unauthorized contact on an Xplornet account.
If the account may be listed under another name, please have the full account holder contact us at [redacted] where we can assist with [redacted]'s request and update authorized users on file for future support in regards to the account. We are available 24/7/365.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is on mass scale with this company Xplornet they purposely slow down internet connections to customers which makes your internet service in the country un usable. They will send you notification that you have used [redacted]% of allowed data and then turns off the service so you can't use it anymore. It is very unethical way to provide service to a paying customer. When I can't run my business because they purposely slow down internet speeds to the point can't use it, it becomes a problem and they offer no resolution.
Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for forwarding the information provided by [redacted] in his complaint. We have reviewed the concerns raised and the following is available for review.
Following the receipt of his complaint, Xplornet completed a review of...
[redacted]'s account history in light of the concerns he's raised regarding his recent service upgrade and the early cancellation fee billed subsequent to the cancellation of his Xplornet account. Based on our review, we've identified that [redacted] signed up for service on Xplornet's Xtreme5 limited state package on a 1 year contract; providing downloading speeds up to 5.0Mbps, upload speeds up to 1.0Mbps, a 100GB monthly bandwidth allowance, at special discounted promotional rate of [redacted]) per month.
Our records document that following his installation [redacted] completed the activation of his account through Xplornet's Customer Activity Centre on [redacted], at which time he confirmed and acknowledged his acceptance of all account information and payment details, along with his acceptance to Xplornet Terms of Service, including Section 11, Early Cancellation. To this end, Xplornet will not be able to waive [redacted]'s early cancellation fee where he has chosen to finalize his agreement prior to the completion of his service term.
In response to his concerns regarding his recent service upgrade, [redacted] first contacted Xplornet to discuss upgrading his service package on [redacted] at which time an agent noted his signal would not support an upgrade to our 10Mbps plans. The decision to increase [redacted]'s service package was made when he contacted us on [redacted], following a service outage to advise he'd received a promotion from a competitor who was offering a larger monthly bandwidth allowance on a similar 5Mbps service plan.
Where Xplornet did not offer a higher monthly bandwidth allowance on our 5Mbps plans, recognizing it had been explained to [redacted] that he would not be able to attain the 10Mbps speeds, in good faith the agent agreed to make an exception in the interest of increasing his monthly bandwidth allowance from 100GB to the 250GB available on the higher package ([redacted]). Based on his usage report, [redacted] did receive a notable benefit from the increase and called in less than a week later, on [redacted] to have his package upgraded again, increasing his monthly bandwidth allowance from 250GB to 500GB ([redacted]).
Having said this, Xplornet recognizes [redacted] should not have been permitted to upgrade his service package where his signal did not meet the performance requirements for our 10Mbps plans. To this end, Xplornet has agreed to provide a service credit to [redacted]'s account to offset the price difference between his upgraded package and his original 5Mbps plan which has been applied against his early cancellation fee and will be reflected on his final service invoice.
In closing, Xplornet would like to extend our regrets to [redacted] for any difficulties he's experienced while working to have this matter resolved through our Care Centre and apologize for any inconvenience it may have caused him. We hope he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was dealt with rudley and was advised by xplorenet that I can receive a 10 meg download and that is why I upgraded.I beleive that was their mistake and forc6 weeks my internet was running at speeds of 1.5 meg to 2 meg tops I deserve a credit for that 6 week peiod .they are at fault not me.
Final Business Response /* (4000, 9, 2015/09/01) */
Thank you for forwarding the updated response provided by [redacted].
Xplornet acknowledged in our original response that despite the clear usage benefit [redacted] received from his package upgrade, he should not have been permitted to complete a package change for increased usage on our 10Mbps plan where his signal strength did not meet the package requirements. In light of this, Xplornet credited [redacted]'s account for the pricing difference; the credits were applied against his early cancellation fee and are reflected on his final invoice.
To his speed concerns, Xplornet has no record of [redacted] reporting any issues with his service speeds following the upgrade, prior to his decision to proceed with the early cancellation of his account. Our records note we inquired with [redacted] about his speeds on [redacted] when he contacted us following his initial package upgrade on [redacted] to request a further increase to his bandwidth allowance, from 250GB to 500GB. At that time, [redacted] advised us that his speeds were good and at his request, we agreed to increase his bandwidth allowance.
In closing, Xplornet would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and in crediting his account for the pricing difference we hope he will find this to represent an acceptable resolution.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/02/11) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in light...
of the concerns he's raised regarding a conversion to our LTE network. First, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated his concerns. Based on our review, [redacted]'s service conversion was recommended after installers were unable to reestablish signal on his original platform which necessitated an upgrade to our new LTE network.
At this time we are confident [redacted] will be satisfied with the upgrade however we understand his concern surrounding the increase monthly price and move to a service plan with a monthly bandwidth allowance. To this end, Xplornet had a senior technical representative from our Care Centre reach out to [redacted] to discuss his concerns and highlight the benefits associated with the new service; noting that his new package speeds would be more than double that of his original plan and the bandwidth allowance was significantly greater than what his usage history has reflected during his highest usage months.
Further to this, recognizing [redacted] has been a longstanding customer in good standing we've also agreed to provide him with a recurring $** service discount for the next 12 months on his new service package. [redacted] in turn has indicated he is satisfied with the arrangement we've reached and we greatly appreciate his continued loyalty as a valued Xplornet customer.
In closing, we would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he will find this to represent an acceptable response to his complaint.
Sincerely
Xplornet Communications Inc.
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. Although I disagree that they couldn't contact me. Also they still owe me $[redacted]and have owed it to me 6 months. Thanks for your help Revdex.com