Initial Business Response /* (1000, 5, 2017/07/26) */
Thank you for forwarding the information provided by [redacted].
Xplornet would like to offer its apologies for any inconvenience or hardship that [redacted] has encountered as a result of degraded connection speeds on his LTE Fixed Wireless...
service. Upon receipt of [redacted]'s complaint to the Revdex.com, review of the account history was completed to address his concerns. Xplornet's technicians have reviewed the signal readings on the rental equipment installed at [redacted]'s home and have determined that they are exceeding the requirements for the service package that he subscribes to. Additional testing has also determined that the service is working as intended and that the network that [redacted] connects to is not experiencing any issues relating to degraded network connection speeds.
That being said, Xplornet does not test, guarantee, support or recommend any 3rd Party software programs or applications such as the streaming box [redacted] indicated that they have purchased. Xplornet's efforts to troubleshoot such an application are 'best effort 'only which may not resolve all issues. Xplornet has confirmed that there is connectivity from the internet through to the rental hardware installed at [redacted]'s location and any issues outside of a direct connection to our service would need to be addressed by the manufacturer of the 3rd Party software.
Review of the account history would suggest that sufficient troubleshooting has not been completed to address the concerns with the Xplornet service that [redacted] has identified in his complaint. As such, due to the healthy state of the network, without adequate troubleshooting having been completed termination fees upon cancellation would be valid charges from Xplornet. As a show of good faith Xplornet would be willing to reduce the early cancellation by **% if [redacted] still wishes to cancel his Xplornet account. Our service representatives are available 24/7/365 at [redacted] and we would ask [redacted] to reach out at his earliest opportunity to further address his concerns.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/08/10) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com. Our records show that...
Mr. Letel contacted Xplornet to discuss concerns he had with his service experience in January 2017. Due to delays with the work order process, a technician was not dispatched as the signal was meeting standards for the service package that [redacted] subscribed to in February 2017.
[redacted] later contacted Xplornet in March 2017 to have the work order serviced as they were still experiencing degradation with their Xplornet service. A technician was dispatched April 13, 2017, to realign the antenna installed at their location. Two days later on April 15, 2017, [redacted] contacted Xplornet to cancel the services stating that it had not been repaired and no one had been to site. As our records reflected that a site visit had been completed and the signal readings on the rental hardware were within the requirements for the service package that [redacted] subscribed to, we advised that there would be cancellation fees if they chose to cancel.
That being said, in the interest of resolving [redacted]'s complaint and due to the difficulties he experienced while awaiting a service call, Xplornet would be willing to waive the termination fees associated with the cancellation of his account. A credit of $[redacted]+taxes has been applied to the account to off-set the balance outstanding.
If [redacted] has any questions, comments, or concerns, we are available 24/7/365 at [redacted] to best assist him. On behalf of Xplornet I would like to thank [redacted] for his patience and understanding while reviewing this matter and hope he finds the matter to be resolved.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/12) */
(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.
However I just recieved another email with a bill for over $400 dollars. I just want to make sure this is resolved properly given the past history we’ve had. Thank you for your understanding
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12538410, and find that this resolution is satisfactory to me.
Initial Business Response /* (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 resolution. In 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 /* (1000, 5, 2017/10/23) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com.
Our records...
reflect that [redacted] was upgraded to our new satellite services in June 2017. After the conversion was completed, Xplornet did not speak with [redacted] until September 20, 2017, where she addressed some concerns she had with speed in the evenings. As the satellite is a shared service, connecting thousands of Canadians to high speed internet throughout rural Canada, [redacted] was advised that she may see periods of degradation when there is higher utilization levels on the service.
In acknowledgement of the concerns that [redacted] has raised in her complaint, Xplornet would agree to apply a credit to the account in the amount of $[redacted]+ tax that would have been charged to her as a one-time activation fee for the new satellite. The additional charges that [redacted] refers to in her complaint were not charged by Xplornet but by a third party contractor. Xplornet covers a standard installation but if the third party contractor is required to go above and beyond they may charge for additional hardware, labor, mileage,etc.
Xplornet would like to express its apologies to [redacted] for the experience that she has reported since converting to the new satellite service. Review of the rental equipment installed at her location shows that the signal is meeting requirements for the service package that [redacted] subscribes to. However, should [redacted] remain unsatisfied with the new satellite service, Xplornet would agree to waive her contract obligation and allow her to cancel with no penalty.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications.
Initial Consumer Rebuttal /* (2000, 7, 2017/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/08/24) */
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 history in...
light of the concerns she's raised relating to her serviceability and the early cancellation of her account. Based on our review, we have confirmed that [redacted]'s location was unable to maintain an acceptable service signal which we were unable to rectify after having a work order completed in the interest of restoring her connection.
In speaking with [redacted] we have explained that in proceeding with the early cancellation of her account Xplornet will not seek an early cancellation fee and in good faith, we have also agreed to provide a 2 month refund for her recent service charges. To this end, a credit of $[redacted] has been applied to her account and will be refunded once her rental hardware has been recovered.
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for any inconvenience this matter has caused and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as we can now move forward. The company has not refunded my funds at this time. They removed there equipment Friday. [redacted]
Final Consumer Response /* (3000, 12, 2016/09/06) */
The company has not refunded my money. They have turned around and charged me another [redacted] dollars for the month of August when the service was cut off. When I called they said they would give me a refund of three months now but I have to wait until October. This is unexceptable [redacted]
Final Business Response /* (4000, 14, 2016/09/07) */
Thank you for forwarding [redacted]'s updated response to our attention.
Regrettably, we were unable to prevent her automated invoice from being generated prior to her cancellation and would like to apologize for any frustration this may have caused. Where we have completed the recovery of her rental hardware, we've spoken with our billing department to expedite [redacted]'s refund which we can confirm was processed earlier today and should expect to be received within the next 3-5 business days.
On behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience she's experienced and hope she will find this to represent an acceptable response to her updated complaint.
Initial Business Response /* (1000, 10, 2016/06/23) */
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 to...
investigate the difficulties he's reported with his connection speeds. First, we would like to thank [redacted] for his feedback and extend our regrets for any inconvenience this issue has caused. Based on our review, we've confirmed that his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network which can have an impact on connection speeds.
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in his area. While our 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 can assure [redacted] that we take his concerns seriously and are doing everything within our control to resolve the issue.
While we currently do not have a specific timeframe for resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on 2 next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options. In the interim, as a gesture of good faith we have increased the 6 month discount [redacted] is presently receiving in relation to this issue from $* to $** and will continue to keep him aware of updates as they are available when contacting our Care Centre.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/07/27) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light...
of the service concerns she's reported in her complaint. Based on our review we've identified that [redacted] signed up for service on our high throughput [redacted] satellite network in October '15 and agreed to a one year service commitment on our up to 5Mbps down Share package.
As part of her service agreement, Xplornet provided [redacted] with a 30 day money back guarantee allowing her to finalize her account without penalty if she was unsatisfied with the service for any reason. Technical agents were unable to identify any problems with the service based on her system readings but did agreed to extend [redacted]'s 30 day guarantee by an additional 2 week period to ensure she received sufficient time to test the service before her contract came into force.
Xplornet did not hear back from [redacted] until receiving a cancellation inquiry in late January '16, at which time we reviewed her concerns and attempted to work with her in the interest of addressing any service concerns she was experiencing. Unfortunately, we were unable to complete further troubleshooting with [redacted] prior to her decision to finalize her account in May '16 and advised her by cancelling her service prior to the completion of her contract term she would be responsible for an early cancellation fee.
With that being said, while Xplornet maintains that the early cancellation fee ($[redacted] before tax) [redacted] was billed is consistent with the terms of her service agreement, as a gesture of good will we have agreed to issue a 3 month credit ($[redacted] before tax) to her account to offset the charge and will refund the remaining credit balance back to her credit card.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused her and hope she will find this to represent an acceptable response to address her complaint.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com.
Our...
records show that [redacted] contacted Xplornet on October 23,2016, to inquire about terminating her services as she was moving away from the location where her service was installed. In discussion with one of our representatives, [redacted] agreed to put her account on a temporary suspension with the intent to carry on her service at her new location once the move had been completed. Xplornet's seasonal suspend policy is to allow customers who are traveling, or unable to use their services for a short period of time, to maintain their service package without having to terminate and sign up again once they're ready to establish service again. However, this suspension of service also suspends the contract as the services are not being used during the suspension period. As such, [redacted]'s contract was extended from March 2018 to June 2018.
On behalf of Xplornet, I would like to extend our apologies for any hardship or inconvenience that this matter has caused [redacted] and would like to work with her to determine a satisfactory resolution to her complaint. Xplornet would be willing to waive any termination costs associated with ending her contract early and backdate the cancellation to October 23, 2016, should [redacted] still desire to cancel her Xplornet services. That being said, if [redacted] were to move her services to her new location, a new contract term would need to be agreed upon in order to complete the installation at the new location. In order to process a cancellation, or to initiate the move request, we would ask that [redacted] contact us at her earliest convenience. We are available [redacted] to best assist.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/08/19) */
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...
following his recent cancellation. Our records reflect that [redacted] signed up on our Xplore10/50GB service plan, agreeing to the terms of a 2 year contract in exchange for a reduced activation fee and free basic installation.
In order to complete the activation of his account, [redacted] was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section 11. "Early Cancellation" which he completed through our customer activity center on June 8th. As part of the agreement [redacted] received a 30 day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience.
Xplornet did not receive any reports of service concerns from [redacted] until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider.
We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service.
To this end, while we regret that [redacted] was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial 30 day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contract. However, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $[redacted], representing a 50% reduction to the his original cancellation fee.
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties [redacted] has experienced and hope he will find this to represent an acceptable compromise to resolve 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.
Thank you for resolving this so quickly.
Initial Business Response /* (1000, 5, 2016/10/14) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet complaint a review of [redacted] account history and in...
the interest of reaching a mutually acceptable resolution we are prepared to meet the desired resolution he has requested.
Our billing department has reversed the $[redacted] early cancellation fee that was applied to his account and [redacted] will only be responsible for charges he was billed up to the time his service was suspended for non-payment on September 9th.
In agreeing to meet his desired resolution, we trust [redacted] will find this to represent an acceptable response to his complaint and thank him for his patience while we reviewed his account.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution.
Initial Business Response /* (1000, 5, 2016/09/02) */
Thank you for forwarding the information provided by [redacted] and [redacted] to our attention.
Xplornet has been made aware of the concerns that [redacted] and [redacted] have experienced with their Xplornet internet account and their concerns...
regarding contract transparency.
Upon activation of the Xplornet services, we do require that our customers take a contract term and depending on the type of service package and agreement you select, there is usually an activation fee associated that corresponds. The activation fee on the 1 year agreement is higher than the 2 year as you have the benefit of committing for a shorter period rather than paying the higher amount to activate the service. With [redacted]'s particular service package, the 1 year and 2 year agreements charge $** and $** respectively for new customers on the High Throughput Jupiter service. However, due to the miscommunication and concerns that [redacted] and [redacted] have expressed, Xplornet is willing to put them on a 1 year agreement and will waive the previously discussed $** activation fee.
On behalf of Xplornet, we would like to apologize to [redacted] for any confusion or miscommunication. His Web to Case, submitted from his customer portal, was closed as we had a ticket open with our supervisor department to contact them back about the concerns they had with their contract. Xplornet takes customer feedback seriously and would not want any of our customers to feel that their opinions and concerns were not heard, and would like to apologize for any inconvenience or hardship this has caused [redacted] and [redacted].
In closing, I would like to thank [redacted] and [redacted] for their patience and understanding as we worked to address their contract concerns.
Thank you,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2016/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet, thank you for your response which indicates you will waive any activation fee and ensure the company account for FIX-IT Concepts is put in a 1 year agreement. We trust you will honor your commitment and not charge us any activation fee whether that be $**, $** or another dollar amount ensuring we are put in a 1 year agreement.
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history...
in light of the concerns he's raised relating to his recent service performance. Based on our assessment, we have confirmed that our Network Operations team has identified and is actively investigating an issue with higher than normal traffic volume during peak usage periods on the Fixed Wireless tower [redacted] connects to for service and are working towards a resolution to address the issue.
At this time where our investigation is ongoing we do not have an estimated time frame on when the issue will be rectified, however we can assure [redacted] that we are working diligently to improve network performance and are committed to providing a fast and reliable service experience for our customers. To this end, as a sign of good faith we have applied a 1 month credit to [redacted]'s account in addition to the $** recurring discount we have previously agreed to provide after speaking with the account holder and we will continue to provide updates as they are available when contacting our Care Centre.
In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and thank him for his patience as we work to address the concerns he's reported with his service experience.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the credit and response but the issue has not been addressed for over a month and has plagued many other towers as well for a long time. This problem needs to be resolved.
Final Business Response /* (4000, 9, 2016/01/15) */
Thank you for forwarding the rebuttal submitted by [redacted]. In response, the following is available for review.
We recognize this matter has been a source of frustration for [redacted] and share his desire for this issue to be resolved as quickly as possible. Regrettably, we do not have an update on when the issue may be resolved, but would reiterate we are working diligently to improve network performance and will continue to provide [redacted] updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to [redacted] for his inconvenience and appreciate his patience as we continue to work towards a resolution to address his concerns. We hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/01/25) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raised relating to charges he was billed once his account was reactivated from seasonal suspension. Based on our assessment, we've confirmed [redacted] placed his account in seasonal suspension on May 15, 2015 and was advised that his service would be suspended for a maximum period of 6 months.
Once the 6 month maximum suspension period was reached, [redacted]'s services were reactivated on November 15, 2015 but we did not receive his cancellation request until November 27th. In proceeding with the cancellation of his account, Xplornet agreed to refund any charges he was billed after his cancellation date and advised his refund would be issued following the recovery of his rental hardware. We have since verified [redacted]'s rental hardware was recovered on December 19 , 2015, but recognize an oversight did result in a delay of issuing his refund and for this we apologize. Once the issue was identified, [redacted]'s refund of $[redacted] was issued back to his credit card on January 15th, 2016.
With respect to the additional compensation [redacted] has requested for the service charges he was billed between November 15th, when his account was reactivated, and his November 27th cancellation date; while Xplornet would not normally provide a credit for this period, as the account was active and under contract (ended November 26th), in the interest of resolving this matter Xplornet will agree to refund the remainder of the charges he was billed. To this end, we have requested our Billing department issue an additional refund of[redacted] and [redacted] should expect to see the funds returned to his credit card within the next 5-7 business days.
In closing, 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.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 6, 2017/09/19) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com.
Our records show...
that [redacted] spoke with an Xplornet supervisor on September 14, 2017. In discussion with the Xplornet representative, [redacted] was offered a one year term with no cost to upgrade to the new service. The package [redacted] was offered includes speeds up to 25 Mbps down and up to 1 Mbps up for $[redacted]/month. [redacted] accepted this offer and a work order was dispatched to a local service technician to come out and complete the service order.
At this juncture, where [redacted]'s desired resolution has been met, Xplornet would consider the matter to be resolved. If [redacted] has any other questions, comments, or concerns, we are available 24/7/365 at [redacted] to best assist.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2017/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is what I was offered in the first place but the company then reneged on their offer. They have now re-accepted the deal thanks to the help of the Revdex.com -I surmise!
Initial Business Response /* ([redacted]0, 6, 2016/07/04) */
Thank you for the opportunity to respond to the complaint filed on June 24, 2016 by [redacted] occupies a property, a portion of which is leased by Xplornet Communications Inc. ("Xplornet", "we" or "us") for the purpose of...
locating a telecommunications tower. Xplornet uses the tower to provide residential broadband Internet access service to some of its customers in the local area.
In connection with our use of the property, and in line with a similar arrangement that Xplornet had with a former owner of the property, [redacted] had been offered a subsidized residential Internet access account from Xplornet. However, [redacted] had informed us that the service levels that we offered were insufficiently robust for the needs of a business that he operates on the property. While we investigated various package options that would work for [redacted], due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at [redacted]'s location that would meet his heavy usage requirements.
Xplornet then offered to provide [redacted] with a periodic cash payment in lieu of the value of the subsidy that would otherwise have been provided to him to offset the cost of our Internet access service during the period that Xplornet leased a portion of the property. [redacted] would then be free to apply that payment to obtain service from any service provider that might be able to meet his needs.
Instead of settling on the above arrangement, Xplornet and [redacted] began to explore options that might be suitable and available through our separate Xplornet Commercial Services division ("XCS"). While XCS has relevant experience in other areas of Canada, it has not to this point ever offered commercial access services in [redacted]'s local service area. In initial discussions with [redacted], XCS did inform him that a service package including a 5Mbps dedicated service option with the ability for traffic to burst to 60Mbps could be possible, but as this service had never been provided in the local area by XCS the service level was presented only as a possibility and was never guaranteed to [redacted]. On further investigation, XCS determined that due to local network constraints it could not provide the burstable 60Mbps feature, but could instead offer alternate service packages that included dedicated network capacity.
While we regret that service including a 60Mbps burstable option is not possible, XCS remains ready and would be happy to provide to [redacted] a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, 10 or 15 Mbps. Alternatively, [redacted] remains welcome to choose to accept the payment in lieu of service referenced above, and source service from another Internet service provider better able to meet his needs.
[redacted] has separately claimed safety concerns in connection with Xplornet's tower on the property. Xplornet takes the safety of our towers extremely seriously and we are confident that the tower meets relevant safety guidelines. However, as is the case with all of our towers sites, we appreciate the opportunity to discuss any tower-related issues. In fact, as a result of discussions that we already had with [redacted], we had offered to install additional safety features on the tower site that would address his stated concerns. We continue to look forward to the opportunity to make those modifications to the tower area and will reach out to [redacted] to discuss options and arrange the necessary access to the site.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* ([redacted]0, 8, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What Xplornet failed to mention in their Reponse was my multiple calls due to Service 'outage'. The internet was not just poor, it was not working. I was told by Xplornet that we were not able to get a good reliable connection as we were too close to the tower. They explained that there are 6 beams that shoot out a signal and I would be picking up interference from the different beams since I am to close to the tower.
[redacted]
The original 'Canopy' Internet monthly was $[redacted] and the comparable Internet that it was replaced with was the YMAX interent which was $[redacted]. As you can see it was the same price and the Voip was also included free charge in addition to the monthly rent and the internet. When I had asked about receiving the VOIP, Xplornet had told me that it was not available in my area, but I had contacted their customer service and they had informed me that the VOIP plan would be available in my area within 30-60 Days a VOIP package. I offered to take the VOIP free of charge when it was available in my area and instead of doing so, Xplornet agreed to provide me with a Credit of $[redacted] (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $[redacted].
[redacted] at this point Xplornet will not do anymore repointing at their cost.
The same sub contractor had recommended the YMAX package but Xplornet had told me that it was unavailable. I worked with Xplornet and they finally hooked it up after numerous calls and emails to the company and executives. I have both internet plans working, but they are not working consistently. At the moment I am trying to stream a live tennis match and the stream is cutting in and out. This is a Residential requirement, not a commercial one as Xplornet is stating on their response.
I have spoken with numerous executives and sub contractors, customer service individuals and it was Xplornet who provided the solution. I had spoken with [redacted] who had got me in touch with [redacted] who worked for their commercial division and [redacted] had stated that he could almost provide me with an unlimited amount of different internet packages. He came up with a package with the Unlimited 60Mbps Burtsable Download with the 5Mbps guaranteed upload and download and had told me that the cost would be $[redacted]. He went as far as to state that if I spoke with [redacted] they may reduce it. I spoke with [redacted] about this a few times and he was not willing to reduce the $[redacted] a month cost minus the $[redacted] credit. [redacted]
He finally called back and agreed so I sent him an email summarizing our conversation with no response and also before I had done any of the work on the property. If they did not agree, why did they not respond?[redacted]
Xplornet had also agreed to install a fence around the tower at their expense and we still have this matter outstanding. If they are so willing to address these concerns why do they not address them [redacted]
Final Business Response /* (4000, 19, 2016/07/28) */
We write in response to the further rebuttal filed by [redacted]on July 22, 2016.
A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at [redacted]'s location.
Xplornet has reached out to [redacted] to discuss specific commercial-grade service options including packages providing dedicated bandwidth for speeds of 5, 10 or 15 Mbps, and has provided pricing for the various service options. While these packages do not incorporate the ability for traffic to burst to 60Mbps, they offer dedicated download and upload speeds that are either equal to, or are multiples of, the dedicated speeds that [redacted] has asked for. Xplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to [redacted] are the closest that we can come to meeting his specifications.
Xplornet is under no obligation to provide [redacted] with any level of service beyond the far more basic residential service package that is referenced in Xplornet's lease of a site on his property and is valued at $[redacted] per month. As we have mentioned in our prior responses, Xplornet has already offered to provide [redacted] with a periodic cash payment in lieu of that residential service that [redacted] is free to use to obtain service from any other Internet service provider. Should [redacted] continue to be unsatisfied with our available service options we would certainly understand if he chose to do so.
We have separately settled with [redacted] on the specific additional safety features that Xplornet will install on his property in order to address his concerns with our tower. We have reached out to [redacted] to schedule a date to install such safety features.
Sincerely,
Xplornet Communications Inc.
Final Consumer Response /* (4[redacted], 21, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service options are inferior to what was offered to me by them [redacted] I had a [redacted] that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $[redacted] / month and 15Mbps Dedicated Download and Upload for $[redacted] / month.
I have had Xplornet's competitor Standard Broad make a site visit and provide me with a quote for similar internet as to what is being offered by Xplornet. For a 14Mbps Dedicated Download and Upload Service plan it is only $[redacted] / month with $0 set up fee as opposed to the $[redacted] installation fee that they are trying to extort out of me in addition to the trench that I dug out and caused a substantial amount of damage to water and electrical lines below the ground which they have not offered to reimburse me for. This matter is just continuing to drag out. [redacted]
Initial Business Response /* (1000, 10, 2015/12/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet submits the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history...
in light of the concerns he's reported with his service experience. Based on our review, we are prepared to meet the desired resolution he has requested and have instructed our billing department to reverse the $[redacted] early cancellation fee that was billed to his account. Once his refund request is processed [redacted] should expect to receive his refund with the next 3-5 business days.
In closing, Xplornet would like to extend our regrets to [redacted] for any inconvenience this matter has caused him and thank him for bringing his concerns to our attention. We hope in meeting his desired resolution, he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
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 degraded connection speeds on his fixed wireless service. Upon receipt of [redacted]’s complaint, a thorough...
review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com.
Review of the rental hardware installed at [redacted]’s location shows that the requirements for the service package he subscribes to are being met and that the hardware is in good working condition. That being said, Xplornet acknowledges that during periods of higher utilization on the network, [redacted] may experience some degradation in his service experience. To provide additional coverage and capacity to the networks in [redacted]’s area, Xplornet has proposed upgrades to the tower he connects to but do not have projected dates for completion at this time. In the interim, until the service experience has improved on the network that [redacted] connects to, Xplornet is prepared to offer him a $20/month discount until the issues have been resolved.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/07/26) */
Thank you for forwarding the information provided by [redacted].
Xplornet would like to offer its apologies for any inconvenience or hardship that [redacted] has encountered as a result of degraded connection speeds on his LTE Fixed Wireless...
service. Upon receipt of [redacted]'s complaint to the Revdex.com, review of the account history was completed to address his concerns. Xplornet's technicians have reviewed the signal readings on the rental equipment installed at [redacted]'s home and have determined that they are exceeding the requirements for the service package that he subscribes to. Additional testing has also determined that the service is working as intended and that the network that [redacted] connects to is not experiencing any issues relating to degraded network connection speeds.
That being said, Xplornet does not test, guarantee, support or recommend any 3rd Party software programs or applications such as the streaming box [redacted] indicated that they have purchased. Xplornet's efforts to troubleshoot such an application are 'best effort 'only which may not resolve all issues. Xplornet has confirmed that there is connectivity from the internet through to the rental hardware installed at [redacted]'s location and any issues outside of a direct connection to our service would need to be addressed by the manufacturer of the 3rd Party software.
Review of the account history would suggest that sufficient troubleshooting has not been completed to address the concerns with the Xplornet service that [redacted] has identified in his complaint. As such, due to the healthy state of the network, without adequate troubleshooting having been completed termination fees upon cancellation would be valid charges from Xplornet. As a show of good faith Xplornet would be willing to reduce the early cancellation by **% if [redacted] still wishes to cancel his Xplornet account. Our service representatives are available 24/7/365 at [redacted] and we would ask [redacted] to reach out at his earliest opportunity to further address his concerns.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/08/10) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com. Our records show that...
Mr. Letel contacted Xplornet to discuss concerns he had with his service experience in January 2017. Due to delays with the work order process, a technician was not dispatched as the signal was meeting standards for the service package that [redacted] subscribed to in February 2017.
[redacted] later contacted Xplornet in March 2017 to have the work order serviced as they were still experiencing degradation with their Xplornet service. A technician was dispatched April 13, 2017, to realign the antenna installed at their location. Two days later on April 15, 2017, [redacted] contacted Xplornet to cancel the services stating that it had not been repaired and no one had been to site. As our records reflected that a site visit had been completed and the signal readings on the rental hardware were within the requirements for the service package that [redacted] subscribed to, we advised that there would be cancellation fees if they chose to cancel.
That being said, in the interest of resolving [redacted]'s complaint and due to the difficulties he experienced while awaiting a service call, Xplornet would be willing to waive the termination fees associated with the cancellation of his account. A credit of $[redacted]+taxes has been applied to the account to off-set the balance outstanding.
If [redacted] has any questions, comments, or concerns, we are available 24/7/365 at [redacted] to best assist him. On behalf of Xplornet I would like to thank [redacted] for his patience and understanding while reviewing this matter and hope he finds the matter to be resolved.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/12) */
(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.
However I just recieved another email with a bill for over $400 dollars. I just want to make sure this is resolved properly given the past history we’ve had. Thank you for your understanding
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12538410, and find that this resolution is satisfactory to me.
Initial Business Response /* (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 resolution. In 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 /* (1000, 5, 2017/10/23) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com.
Our records...
reflect that [redacted] was upgraded to our new satellite services in June 2017. After the conversion was completed, Xplornet did not speak with [redacted] until September 20, 2017, where she addressed some concerns she had with speed in the evenings. As the satellite is a shared service, connecting thousands of Canadians to high speed internet throughout rural Canada, [redacted] was advised that she may see periods of degradation when there is higher utilization levels on the service.
In acknowledgement of the concerns that [redacted] has raised in her complaint, Xplornet would agree to apply a credit to the account in the amount of $[redacted]+ tax that would have been charged to her as a one-time activation fee for the new satellite. The additional charges that [redacted] refers to in her complaint were not charged by Xplornet but by a third party contractor. Xplornet covers a standard installation but if the third party contractor is required to go above and beyond they may charge for additional hardware, labor, mileage,etc.
Xplornet would like to express its apologies to [redacted] for the experience that she has reported since converting to the new satellite service. Review of the rental equipment installed at her location shows that the signal is meeting requirements for the service package that [redacted] subscribes to. However, should [redacted] remain unsatisfied with the new satellite service, Xplornet would agree to waive her contract obligation and allow her to cancel with no penalty.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications.
Initial Consumer Rebuttal /* (2000, 7, 2017/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/08/24) */
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 history in...
light of the concerns she's raised relating to her serviceability and the early cancellation of her account. Based on our review, we have confirmed that [redacted]'s location was unable to maintain an acceptable service signal which we were unable to rectify after having a work order completed in the interest of restoring her connection.
In speaking with [redacted] we have explained that in proceeding with the early cancellation of her account Xplornet will not seek an early cancellation fee and in good faith, we have also agreed to provide a 2 month refund for her recent service charges. To this end, a credit of $[redacted] has been applied to her account and will be refunded once her rental hardware has been recovered.
In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for any inconvenience this matter has caused and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as we can now move forward. The company has not refunded my funds at this time. They removed there equipment Friday. [redacted]
Final Consumer Response /* (3000, 12, 2016/09/06) */
The company has not refunded my money. They have turned around and charged me another [redacted] dollars for the month of August when the service was cut off. When I called they said they would give me a refund of three months now but I have to wait until October. This is unexceptable [redacted]
Final Business Response /* (4000, 14, 2016/09/07) */
Thank you for forwarding [redacted]'s updated response to our attention.
Regrettably, we were unable to prevent her automated invoice from being generated prior to her cancellation and would like to apologize for any frustration this may have caused. Where we have completed the recovery of her rental hardware, we've spoken with our billing department to expedite [redacted]'s refund which we can confirm was processed earlier today and should expect to be received within the next 3-5 business days.
On behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience she's experienced and hope she will find this to represent an acceptable response to her updated complaint.
Initial Business Response /* (1000, 10, 2016/06/23) */
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 to...
investigate the difficulties he's reported with his connection speeds. First, we would like to thank [redacted] for his feedback and extend our regrets for any inconvenience this issue has caused. Based on our review, we've confirmed that his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network which can have an impact on connection speeds.
As with any internet service, slowdowns during periods of high usage can occur and this is one of the challenges we are working to address in his area. While our 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 can assure [redacted] that we take his concerns seriously and are doing everything within our control to resolve the issue.
While we currently do not have a specific timeframe for resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on 2 next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options. In the interim, as a gesture of good faith we have increased the 6 month discount [redacted] is presently receiving in relation to this issue from $* to $** and will continue to keep him aware of updates as they are available when contacting our Care Centre.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/07/27) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account history in light...
of the service concerns she's reported in her complaint. Based on our review we've identified that [redacted] signed up for service on our high throughput [redacted] satellite network in October '15 and agreed to a one year service commitment on our up to 5Mbps down Share package.
As part of her service agreement, Xplornet provided [redacted] with a 30 day money back guarantee allowing her to finalize her account without penalty if she was unsatisfied with the service for any reason. Technical agents were unable to identify any problems with the service based on her system readings but did agreed to extend [redacted]'s 30 day guarantee by an additional 2 week period to ensure she received sufficient time to test the service before her contract came into force.
Xplornet did not hear back from [redacted] until receiving a cancellation inquiry in late January '16, at which time we reviewed her concerns and attempted to work with her in the interest of addressing any service concerns she was experiencing. Unfortunately, we were unable to complete further troubleshooting with [redacted] prior to her decision to finalize her account in May '16 and advised her by cancelling her service prior to the completion of her contract term she would be responsible for an early cancellation fee.
With that being said, while Xplornet maintains that the early cancellation fee ($[redacted] before tax) [redacted] was billed is consistent with the terms of her service agreement, as a gesture of good will we have agreed to issue a 3 month credit ($[redacted] before tax) to her account to offset the charge and will refund the remaining credit balance back to her credit card.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused her and hope she will find this to represent an acceptable response to address her complaint.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the Revdex.com.
Our...
records show that [redacted] contacted Xplornet on October 23,2016, to inquire about terminating her services as she was moving away from the location where her service was installed. In discussion with one of our representatives, [redacted] agreed to put her account on a temporary suspension with the intent to carry on her service at her new location once the move had been completed. Xplornet's seasonal suspend policy is to allow customers who are traveling, or unable to use their services for a short period of time, to maintain their service package without having to terminate and sign up again once they're ready to establish service again. However, this suspension of service also suspends the contract as the services are not being used during the suspension period. As such, [redacted]'s contract was extended from March 2018 to June 2018.
On behalf of Xplornet, I would like to extend our apologies for any hardship or inconvenience that this matter has caused [redacted] and would like to work with her to determine a satisfactory resolution to her complaint. Xplornet would be willing to waive any termination costs associated with ending her contract early and backdate the cancellation to October 23, 2016, should [redacted] still desire to cancel her Xplornet services. That being said, if [redacted] were to move her services to her new location, a new contract term would need to be agreed upon in order to complete the installation at the new location. In order to process a cancellation, or to initiate the move request, we would ask that [redacted] contact us at her earliest convenience. We are available [redacted] to best assist.
In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining satisfactory resolution to her complaint.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/08/19) */
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...
following his recent cancellation. Our records reflect that [redacted] signed up on our Xplore10/50GB service plan, agreeing to the terms of a 2 year contract in exchange for a reduced activation fee and free basic installation.
In order to complete the activation of his account, [redacted] was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section 11. "Early Cancellation" which he completed through our customer activity center on June 8th. As part of the agreement [redacted] received a 30 day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience.
Xplornet did not receive any reports of service concerns from [redacted] until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider.
We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service.
To this end, while we regret that [redacted] was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial 30 day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contract. However, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $[redacted], representing a 50% reduction to the his original cancellation fee.
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties [redacted] has experienced and hope he will find this to represent an acceptable compromise to resolve 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.
Thank you for resolving this so quickly.
Initial Business Response /* (1000, 5, 2016/10/14) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet complaint a review of [redacted] account history and in...
the interest of reaching a mutually acceptable resolution we are prepared to meet the desired resolution he has requested.
Our billing department has reversed the $[redacted] early cancellation fee that was applied to his account and [redacted] will only be responsible for charges he was billed up to the time his service was suspended for non-payment on September 9th.
In agreeing to meet his desired resolution, we trust [redacted] will find this to represent an acceptable response to his complaint and thank him for his patience while we reviewed his account.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution.
Initial Business Response /* (1000, 5, 2016/09/02) */
Thank you for forwarding the information provided by [redacted] and [redacted] to our attention.
Xplornet has been made aware of the concerns that [redacted] and [redacted] have experienced with their Xplornet internet account and their concerns...
regarding contract transparency.
Upon activation of the Xplornet services, we do require that our customers take a contract term and depending on the type of service package and agreement you select, there is usually an activation fee associated that corresponds. The activation fee on the 1 year agreement is higher than the 2 year as you have the benefit of committing for a shorter period rather than paying the higher amount to activate the service. With [redacted]'s particular service package, the 1 year and 2 year agreements charge $** and $** respectively for new customers on the High Throughput Jupiter service. However, due to the miscommunication and concerns that [redacted] and [redacted] have expressed, Xplornet is willing to put them on a 1 year agreement and will waive the previously discussed $** activation fee.
On behalf of Xplornet, we would like to apologize to [redacted] for any confusion or miscommunication. His Web to Case, submitted from his customer portal, was closed as we had a ticket open with our supervisor department to contact them back about the concerns they had with their contract. Xplornet takes customer feedback seriously and would not want any of our customers to feel that their opinions and concerns were not heard, and would like to apologize for any inconvenience or hardship this has caused [redacted] and [redacted].
In closing, I would like to thank [redacted] and [redacted] for their patience and understanding as we worked to address their contract concerns.
Thank you,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2016/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xplornet, thank you for your response which indicates you will waive any activation fee and ensure the company account for FIX-IT Concepts is put in a 1 year agreement. We trust you will honor your commitment and not charge us any activation fee whether that be $**, $** or another dollar amount ensuring we are put in a 1 year agreement.
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history...
in light of the concerns he's raised relating to his recent service performance. Based on our assessment, we have confirmed that our Network Operations team has identified and is actively investigating an issue with higher than normal traffic volume during peak usage periods on the Fixed Wireless tower [redacted] connects to for service and are working towards a resolution to address the issue.
At this time where our investigation is ongoing we do not have an estimated time frame on when the issue will be rectified, however we can assure [redacted] that we are working diligently to improve network performance and are committed to providing a fast and reliable service experience for our customers. To this end, as a sign of good faith we have applied a 1 month credit to [redacted]'s account in addition to the $** recurring discount we have previously agreed to provide after speaking with the account holder and we will continue to provide updates as they are available when contacting our Care Centre.
In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and thank him for his patience as we work to address the concerns he's reported with his service experience.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the credit and response but the issue has not been addressed for over a month and has plagued many other towers as well for a long time. This problem needs to be resolved.
Final Business Response /* (4000, 9, 2016/01/15) */
Thank you for forwarding the rebuttal submitted by [redacted]. In response, the following is available for review.
We recognize this matter has been a source of frustration for [redacted] and share his desire for this issue to be resolved as quickly as possible. Regrettably, we do not have an update on when the issue may be resolved, but would reiterate we are working diligently to improve network performance and will continue to provide [redacted] updates as they are available when contacting our Care Centre.
In closing, we would again wish to extend our regrets to [redacted] for his inconvenience and appreciate his patience as we continue to work towards a resolution to address his concerns. We hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/01/25) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet provides the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raised relating to charges he was billed once his account was reactivated from seasonal suspension. Based on our assessment, we've confirmed [redacted] placed his account in seasonal suspension on May 15, 2015 and was advised that his service would be suspended for a maximum period of 6 months.
Once the 6 month maximum suspension period was reached, [redacted]'s services were reactivated on November 15, 2015 but we did not receive his cancellation request until November 27th. In proceeding with the cancellation of his account, Xplornet agreed to refund any charges he was billed after his cancellation date and advised his refund would be issued following the recovery of his rental hardware. We have since verified [redacted]'s rental hardware was recovered on December 19 , 2015, but recognize an oversight did result in a delay of issuing his refund and for this we apologize. Once the issue was identified, [redacted]'s refund of $[redacted] was issued back to his credit card on January 15th, 2016.
With respect to the additional compensation [redacted] has requested for the service charges he was billed between November 15th, when his account was reactivated, and his November 27th cancellation date; while Xplornet would not normally provide a credit for this period, as the account was active and under contract (ended November 26th), in the interest of resolving this matter Xplornet will agree to refund the remainder of the charges he was billed. To this end, we have requested our Billing department issue an additional refund of[redacted] and [redacted] should expect to see the funds returned to his credit card within the next 5-7 business days.
In closing, 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.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 6, 2017/09/19) */
Thank you for forwarding the information provided by [redacted].
Upon receipt of [redacted]'s complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com.
Our records show...
that [redacted] spoke with an Xplornet supervisor on September 14, 2017. In discussion with the Xplornet representative, [redacted] was offered a one year term with no cost to upgrade to the new service. The package [redacted] was offered includes speeds up to 25 Mbps down and up to 1 Mbps up for $[redacted]/month. [redacted] accepted this offer and a work order was dispatched to a local service technician to come out and complete the service order.
At this juncture, where [redacted]'s desired resolution has been met, Xplornet would consider the matter to be resolved. If [redacted] has any other questions, comments, or concerns, we are available 24/7/365 at [redacted] to best assist.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 8, 2017/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is what I was offered in the first place but the company then reneged on their offer. They have now re-accepted the deal thanks to the help of the Revdex.com -I surmise!
Initial Business Response /* ([redacted]0, 6, 2016/07/04) */
Thank you for the opportunity to respond to the complaint filed on June 24, 2016 by [redacted] occupies a property, a portion of which is leased by Xplornet Communications Inc. ("Xplornet", "we" or "us") for the purpose of...
locating a telecommunications tower. Xplornet uses the tower to provide residential broadband Internet access service to some of its customers in the local area.
In connection with our use of the property, and in line with a similar arrangement that Xplornet had with a former owner of the property, [redacted] had been offered a subsidized residential Internet access account from Xplornet. However, [redacted] had informed us that the service levels that we offered were insufficiently robust for the needs of a business that he operates on the property. While we investigated various package options that would work for [redacted], due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at [redacted]'s location that would meet his heavy usage requirements.
Xplornet then offered to provide [redacted] with a periodic cash payment in lieu of the value of the subsidy that would otherwise have been provided to him to offset the cost of our Internet access service during the period that Xplornet leased a portion of the property. [redacted] would then be free to apply that payment to obtain service from any service provider that might be able to meet his needs.
Instead of settling on the above arrangement, Xplornet and [redacted] began to explore options that might be suitable and available through our separate Xplornet Commercial Services division ("XCS"). While XCS has relevant experience in other areas of Canada, it has not to this point ever offered commercial access services in [redacted]'s local service area. In initial discussions with [redacted], XCS did inform him that a service package including a 5Mbps dedicated service option with the ability for traffic to burst to 60Mbps could be possible, but as this service had never been provided in the local area by XCS the service level was presented only as a possibility and was never guaranteed to [redacted]. On further investigation, XCS determined that due to local network constraints it could not provide the burstable 60Mbps feature, but could instead offer alternate service packages that included dedicated network capacity.
While we regret that service including a 60Mbps burstable option is not possible, XCS remains ready and would be happy to provide to [redacted] a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, 10 or 15 Mbps. Alternatively, [redacted] remains welcome to choose to accept the payment in lieu of service referenced above, and source service from another Internet service provider better able to meet his needs.
[redacted] has separately claimed safety concerns in connection with Xplornet's tower on the property. Xplornet takes the safety of our towers extremely seriously and we are confident that the tower meets relevant safety guidelines. However, as is the case with all of our towers sites, we appreciate the opportunity to discuss any tower-related issues. In fact, as a result of discussions that we already had with [redacted], we had offered to install additional safety features on the tower site that would address his stated concerns. We continue to look forward to the opportunity to make those modifications to the tower area and will reach out to [redacted] to discuss options and arrange the necessary access to the site.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* ([redacted]0, 8, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What Xplornet failed to mention in their Reponse was my multiple calls due to Service 'outage'. The internet was not just poor, it was not working. I was told by Xplornet that we were not able to get a good reliable connection as we were too close to the tower. They explained that there are 6 beams that shoot out a signal and I would be picking up interference from the different beams since I am to close to the tower.
[redacted]
The original 'Canopy' Internet monthly was $[redacted] and the comparable Internet that it was replaced with was the YMAX interent which was $[redacted]. As you can see it was the same price and the Voip was also included free charge in addition to the monthly rent and the internet. When I had asked about receiving the VOIP, Xplornet had told me that it was not available in my area, but I had contacted their customer service and they had informed me that the VOIP plan would be available in my area within 30-60 Days a VOIP package. I offered to take the VOIP free of charge when it was available in my area and instead of doing so, Xplornet agreed to provide me with a Credit of $[redacted] (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $[redacted].
[redacted] at this point Xplornet will not do anymore repointing at their cost.
The same sub contractor had recommended the YMAX package but Xplornet had told me that it was unavailable. I worked with Xplornet and they finally hooked it up after numerous calls and emails to the company and executives. I have both internet plans working, but they are not working consistently. At the moment I am trying to stream a live tennis match and the stream is cutting in and out. This is a Residential requirement, not a commercial one as Xplornet is stating on their response.
I have spoken with numerous executives and sub contractors, customer service individuals and it was Xplornet who provided the solution. I had spoken with [redacted] who had got me in touch with [redacted] who worked for their commercial division and [redacted] had stated that he could almost provide me with an unlimited amount of different internet packages. He came up with a package with the Unlimited 60Mbps Burtsable Download with the 5Mbps guaranteed upload and download and had told me that the cost would be $[redacted]. He went as far as to state that if I spoke with [redacted] they may reduce it. I spoke with [redacted] about this a few times and he was not willing to reduce the $[redacted] a month cost minus the $[redacted] credit. [redacted]
He finally called back and agreed so I sent him an email summarizing our conversation with no response and also before I had done any of the work on the property. If they did not agree, why did they not respond?[redacted]
Xplornet had also agreed to install a fence around the tower at their expense and we still have this matter outstanding. If they are so willing to address these concerns why do they not address them [redacted]
Final Business Response /* (4000, 19, 2016/07/28) */
We write in response to the further rebuttal filed by [redacted]on July 22, 2016.
A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at [redacted]'s location.
Xplornet has reached out to [redacted] to discuss specific commercial-grade service options including packages providing dedicated bandwidth for speeds of 5, 10 or 15 Mbps, and has provided pricing for the various service options. While these packages do not incorporate the ability for traffic to burst to 60Mbps, they offer dedicated download and upload speeds that are either equal to, or are multiples of, the dedicated speeds that [redacted] has asked for. Xplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to [redacted] are the closest that we can come to meeting his specifications.
Xplornet is under no obligation to provide [redacted] with any level of service beyond the far more basic residential service package that is referenced in Xplornet's lease of a site on his property and is valued at $[redacted] per month. As we have mentioned in our prior responses, Xplornet has already offered to provide [redacted] with a periodic cash payment in lieu of that residential service that [redacted] is free to use to obtain service from any other Internet service provider. Should [redacted] continue to be unsatisfied with our available service options we would certainly understand if he chose to do so.
We have separately settled with [redacted] on the specific additional safety features that Xplornet will install on his property in order to address his concerns with our tower. We have reached out to [redacted] to schedule a date to install such safety features.
Sincerely,
Xplornet Communications Inc.
Final Consumer Response /* (4[redacted], 21, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service options are inferior to what was offered to me by them [redacted] I had a [redacted] that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $[redacted] / month and 15Mbps Dedicated Download and Upload for $[redacted] / month.
I have had Xplornet's competitor Standard Broad make a site visit and provide me with a quote for similar internet as to what is being offered by Xplornet. For a 14Mbps Dedicated Download and Upload Service plan it is only $[redacted] / month with $0 set up fee as opposed to the $[redacted] installation fee that they are trying to extort out of me in addition to the trench that I dug out and caused a substantial amount of damage to water and electrical lines below the ground which they have not offered to reimburse me for. This matter is just continuing to drag out. [redacted]
Initial Business Response /* (1000, 10, 2015/12/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, Xplornet submits the following for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted]'s account history...
in light of the concerns he's reported with his service experience. Based on our review, we are prepared to meet the desired resolution he has requested and have instructed our billing department to reverse the $[redacted] early cancellation fee that was billed to his account. Once his refund request is processed [redacted] should expect to receive his refund with the next 3-5 business days.
In closing, Xplornet would like to extend our regrets to [redacted] for any inconvenience this matter has caused him and thank him for bringing his concerns to our attention. We hope in meeting his desired resolution, he will find this to represent an acceptable response to his complaint.
Sincerely,
Xplornet Communications Inc.
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 degraded connection speeds on his fixed wireless service. Upon receipt of [redacted]’s complaint, a thorough...
review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com.
Review of the rental hardware installed at [redacted]’s location shows that the requirements for the service package he subscribes to are being met and that the hardware is in good working condition. That being said, Xplornet acknowledges that during periods of higher utilization on the network, [redacted] may experience some degradation in his service experience. To provide additional coverage and capacity to the networks in [redacted]’s area, Xplornet has proposed upgrades to the tower he connects to but do not have projected dates for completion at this time. In the interim, until the service experience has improved on the network that [redacted] connects to, Xplornet is prepared to offer him a $20/month discount until the issues have been resolved.
In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications