Thank you for providing 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 as outlined in his complaint to the Revdex.com.
Prior to this complaint, [redacted] escalated his concerns to the CCTS and the complaint was closed as [redacted] did not agree with the solutions proposed by Xplornet and the CCTS. [redacted] advised that he would reach out to other organizations to further pursue his complaint.
Review of the signal parameters on the rental hardware installed at [redacted]’s location has been completed by our technical team; it has been determined that everything is performing as expected and the signal is meeting the requirements for the service package that [redacted] subscribes to.
That being said, Xplornet does acknowledge that the access point that [redacted] connects to does experience degradation during periods of higher utilization on the network. [redacted] previously had a $15/month discount in acknowledgement of these concerns. Xplornet has offered [redacted] an increase to $20/month in discounts in acknowledgement of the concerns he has addressed in his complaint. In addition, Xplornet has agreed to increase [redacted]’s recurring discount to price his package at $49.99/month + taxes to align with the price of its lowest tiered plan for the next 12 months in anticipation of upgrades becoming available in his area. [redacted] declined this offer.
As an immediate resolution to the concerns [redacted] has addressed with his service, Xplornet discussed a conversion to our satellite services available in his area. At this time [redacted] has advised that he is not interested in converting over to the satellite service and remains dissatisfied with the solutions proposed by Xplornet and the CCTS. [redacted] is no longer under any contractual agreement with Xplornet and is able to cancel with no penalty if he remains dissatisfied with the service.
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. Sincerely, Xplornet Communications
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review. After receiving notice of her complaint, Xplornet completed a review of [redacted]’ account in light of the concerns she’s reported with her service experience and...
connection speeds. First and foremost, we would like to extend our regrets to [redacted] for the difficulties she’s reported and for any frustration this matter has caused. Xplornet has completed an updated review of the network [redacted] connects to for service and at this time there are no identified known issues impacting the service experience on the tower. However, during periods of high utilization slowdowns can occur and the service experience can be affected by our traffic management policies which are in place to ensure that each Xplornet customer receives fair and consistent access to the internet. Details of the Traffic Management Polices on our LTE networks can be found on our website at [redacted] Our most recent review of [redacted]’ system readings indicated her signal was meeting the requirements for her service package and did not point to an issue with her rental hardware. In order to provide additional assistance it was requested that she contact us directly to investigate the issue in real time and we apologize for the difficulties she experienced when attempting to reach us. We certainly understand hold times during periods of high call volume can be frustrating and we are always working to improve our response times to better serve customers in need of assistance. We also offer a callback assist feature which allows customers to request a callback rather than wait on hold.With respect to her request for confirmation of an expected minimum service level, pursuant to our Terms of Service (Section 3. SERVICE & SPEED) Xplornet is unable to guarantee specific upload or download speeds due to the amount of variables that can have an effect on connection speeds. Xplornet’s End User Agreement/Terms of Service can be review on our website at [redacted] With that being said, where we recognize that [redacted] has remained unsatisfied with her ongoing service experience and our traffic management policies, Xplornet will agree to meet her desired resolution and will not seek to hold her to her contact commitment should she wish to explore alternative service options in her area.Sincerely, Xplornet Communications
Initial Business Response /* (1000, 10, 2015/0*/03) */
In response to the complaint filed by Mrs. [redacted], the following is available for review.
Xplornet regrets Mrs. [redacted] is unhappy with our policy pertaining to the refund of fees paid to us within her 30 day money back guarantee period....
Mrs. [redacted] called in on [redacted] to have her services cancelled on [redacted], 2015 as part of our 30 day money back cancellation policy. As we indicated at the time of her call, it could take up to 30 days to finalize the cancellation of the account with equipment retrieval. During this discussion, we advised there could be another withdrawal made to the payment method on file for [redacted]'s services if the cancellation was not processed in time for the invoice run but these fees would be included in the refund processed once equipment had been retrieved at her location. Mrs. [redacted]'s account was cancelled on [redacted] as requested; however her [redacted] invoice was processed before the cancellation could be finalized on this day.
We have received confirmation that the equipment at Mrs. [redacted]'s location has been retrieved and a request to refund the fees paid to us ($234.34 taxes included) has been submitted to our billing department. The refund process can take up to 4-6 weeks which accounts for processing time on Xplornet's and the bank's end.
We apologize for the inconvenience this matter has caused Mrs. [redacted]
Thank you for forwarding the information provided by Ms. [redacted].
Upon receipt of Ms. [redacted]’s complaint to the Revdex.com, review of the account history has been completed in order to address her concerns.
First and foremost, Xplornet would like to extend its apologies to Ms. [redacted] for any hardship or...
inconvenience that this matter has caused and thank her for her continued loyalty throughout her tenure as an Xplornet customer. Due to the difficulties that she has experienced regarding her service experience, Xplornet would agree to waive any termination fees associated with the cancellation of her account.
A final invoice will be delivered by email to Ms. [redacted] on December 25, 2017, and will not reflect any termination fees associated with the account. Ms. [redacted] will only be responsible for paying any outstanding balance applicable to the account.
If Ms. [redacted] has any further questions, comments, or concerns, Xplornet is available at [redacted] 24/7/365 to best assist.
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/04/13) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light...
of the concerns she's raised regarding her service conversion and repairs to her existing internet service. Based on our review, we recognize necessary repairs to her service were not completed when a conversion to our LTE service was attempted as part of our efforts to improve her service experience and for this we sincerely apologize.
Xplornet have since completed an updated work order on April 10th to restore [redacted]'s connection and technicians have reviewed her signal to ensure she is meeting the requirements for her service package. In addition to the compensation [redacted] was previously provided for her downtime we have also placed a 1 month credit ($[redacted] before tax) on her account in good faith which will be visible on her next monthly invoice.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for her inconvenience and our thanks her for her patience as we worked to rectify her concerns.
Sincerely,
Xplornet Communications Inc.
[redacted]’sservice issues are unfortunately due in part to an ongoing investigation into their network to ascertain the cause of these service issues. This issue has been intermittently occurring since November and has been investigated and continues to be. Currently Xplornet has offset costs...
for [redacted]’s service since this issue was known. Xplornet has credited [redacted] a total of 185.13 for costs of service not provided. Unfortunately due to these issues we cannot provide an estimated time of resolution due to the investigation being ongoing. For the 2 months of service issues Xplornet has credited for 2.3 months’ worth of service thus far and will continue to compensate for the loss of service as the investigation unfolds.
Unfortunately the service issues [redacted] is experiencing is not something I can resolve until the investigation has been completed and will continue to credit for the issues.
Initial Business Response /* (1000, 5, 2017/08/24) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed an updated review of [redacted]'s account history...
and will not seek to hold her to an early cancellation fee. In order to proceed with the cancellation of her account, [redacted] will need to contact Xplornet's Customer Care Centre at [redacted] to confirm her request. A credit for service charges billed following her July 26th will also be refunded back to the payment method on file once her account cancellation is completed.
In closing, Xplornet would like to extend its regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/10/21) */
Thank you for forwarding the information provided from [redacted] to our attention.
Upon receipt of his complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com
The...
package that [redacted] subscribed to when first connecting with the Xplornet internet services provided speeds up to 5 mb/s with 10GB of usage per month. As [redacted] was using the internet beyond the usage provided with the package, he would have experienced degraded speeds of up to 300kbps when the usage threshold was exceeded. Our records show that [redacted] contacted Xplornet on October 11, 2016, and agreed to upgrade to the next package up which would allow for 25GB of data which would better meet his usage needs. A recurring credit of $**/month was applied to the account to match the price that he had been paying previously. However, should [redacted] still be looking to cancel his services with Xplornet, as a show of good faith, we would be willing to waive any termination fees associated with the cancellation his account.
In closing, on behalf of Xplornet, I would like to express our apologies 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 a satisfactory resolution to his complaint.
Initial Business Response /* (1000, 5, 2017/07/25) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted] account history and...
have reversed all outstanding charges remaining on his account. An updated final invoice has been issued and we can confirm [redacted]'s account has been closed with a $* final balance.
In closing, we would like to extend our apologies for [redacted] for any inconvenience this matter may have caused and thank him for his patience as we reviewed his complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications
Xplornet has applied an additional 2 month credit which will appear alongside the 1 month credit applied on December 5th, 2017. Due to the invoice for December already being sent on the 2nd of December the credit applied on the 5th did not appear. Both the 2 month credit applied today and the 1 month applied on the 5th of December will appear on the January invoice totaling $237.00, not including the credits on the December invoice for $87.69 and $18.44. In total this would amount to $343.13 due to the issues experienced.
Xplornet is terribly sorry that this issue affecting your service has occurred and understands the frustrations that are due in part to this. If the uninterrupted services go offline once again we recommend to contact our customer care at [redacted] to go over the recommended steps with regards to this investigation.
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet 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 usage related concerns and early cancellation fees applied upon the cancellation of her Xplornet account. Upon receipt of...
[redacted]’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com.
In review of the account history, our records show that [redacted] first reached out to Xplornet on October 19, 2017, and advised that they required more data as they were a family of six. Xplornet suggested obtaining a second service or switching to usage based billing as [redacted] explained that the package they subscribed to would likely not be enough data for them. [redacted] was advised again of the option to go to usage based billing at $2/GB over her package when she contacted Xplornet on November 6, 2017, but she declined and as a courtesy Xplornet reset her usage and offered troubleshooting with our technical support staff. [redacted] elected not to speak to technical support. [redacted] later called to cancel the services in January 2018 as they had elected to go with another provider who was able to offer them unlimited service. At the time of the cancellation [redacted] was advised that early cancellation fees of $450+taxes would be applied to the account upon the termination of her services as she was on contract until October 2019. On January 17, 2018, [redacted] spoke with an Xplornet supervisor who agreed to reduce her cancellation fees by 50% as a show of good faith as the service – while functional - did not fit their usage needs as they had six users in the home.
After further review of the account, Xplornet would advise that the 50% reduction in termination fees previously offered by a supervisor is a reasonable resolution and that the termination fees would stand. Xplornet provided solutions to [redacted]'s usage concerns and offered technical support when she advised they were experiencing difficulties but she had declined the offers. If [redacted] wishes to speak with an Xplornet representative to discuss her account, we are available 24/7/365 at [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 a satisfactory resolution to her complaint.
Sincerely,Xplornet Communications
Xplornet extends its apologies for the issues that [redacted] has experienced surrounding the process of moving and the issue with cancellation.
Given the circumstances surrounding this complaint the charges for hardware and early cancellation with Xplornet has been waived.
Xplornet has also...
sent a request our distribution department to waive any equipment currently on file prior to the move into Prescott.
Warmest regards,
Initial Business Response /* (1000, 5, 2016/09/23) */
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]' account in light of...
the concerns he's raised relating to the consistency of his connection speeds. Based on our review we have identified that the network he connects to for service experiences periods of high usage volume which can have an impact on his connection based on the shared access nature of our service.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize as a known issue 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 connection, we would like to reassure [redacted] that our Network and Engineering teams are working to address the issue and continue to do everything within our control to improve the network's performance.
Regrettably, we do not presently have a timeframe we can provide [redacted] for when this issue will be rectified but in the interim as a sign of good faith we have placed a 1 month credit of $[redacted] (taxes incl.) on his account along with a recurring $** monthly discount which he will continue to receive until the issue has been resolved. [redacted] also maintains the option of downgrading to a lower service plan if he finds it to be more in line with the speeds he is receiving and if he remains unsatisfied with his ongoing experience he is under no obligation to maintain the service.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his patience as we continue to work towards improving the service experience in his area.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 12, 2016/10/11) */
I have been very busy with pre moving and trying to settle into a new job. Only gave your email a cursory glance. I would like to thank you for your effort in this matter. I would like to state for the record that the matter is not satisfactorily resolved. I still have a contract I can not get out of coupled with a basically useless internet. You did manage to get a typical company fluff reply out of them. I wish I had never filed the complaint as my internet is now worse than ever. Call me a nut job but I used to be able to tell when the net was going to be useless. It is now unusable pretty much all day. The current time is 15:45 mountain and my speed is useless. I should have it back around midnight. Funny that when I first signed on there were no problems with the speed. It would drop during peak hours but only to aprx 10Mbps. Still a useable speed. During the time it has taken me to type this I still do not have a result for my speed test. Still waiting 15:48 15:49 finally done. 1.3Mbps. About 1/20th the speed I am paying for. I log all of my results with the server so this is not anecdotal evidence. I understand that your organization is basically a paper tiger but thank you for at least trying. I will be moving next year and a main cause is xplornet. I have a ton of online training that must be completed every month in order for me to maintain my certification and the internet is the way it is done. While I am a valuable employee, the company is not going to send me out to [redacted] 3 or 4 times a month for training. This is done through virtual school and xplornet is directly effecting my ability to make a living through their blatant lies. I guess that until I form a company big enough to hire lobbyist's that will allow me to legally rob people ([redacted].) I will have to come to peace with the fact that there is nothing that can be done and I will effectively have been robbed of $[redacted].
The only thing I can state is that I do not want a resolved satisfactorily put on this case.
Again thank you for at least trying.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for forwarding the information provided by [redacted]. In response, Xplornet provides the following for review.
In receiving [redacted]'s complaint, we would first like to extend our apologies for the difficulties she reported with...
her service experience and for the delays she's encountered while awaiting a conversion to our LTE network in the interest of improving her service. Regrettably, we have experienced unanticipated delays related to hardware shortages and sincerely regret any inconvenience this matter has caused [redacted]. Xplornet is currently working to complete LTE upgrades and service conversions as quickly as possible.
As [redacted] noted in her complaint, Xplornet has credited her account to offset her service charges based on the difficulties she's experience on her current platform and are confident that in converting to our LTE network she will be satisfied with her upgraded service experience. However, we understand the delays have represented an inconvenience to [redacted] and in recognition of her patience; Xplornet is willing to meet the desired resolution she has requested in her complaint. To this end, while we hope she will reconsider, if [redacted] wishes to finalize her account prior to her LTE conversion, Xplornet will agree to waive her early cancellation fee.
In closing, we hope that in agreeing to meet [redacted]'s desired resolution she will find this to represent an acceptable response to her complaint and on behalf of Xplornet we would again wish to extend our regrets for any inconvenience or frustration this matter has caused her.
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 Xplornet 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 account shows that no contact was established by [redacted] to inquire about cancelling his services until March 9, 2018. That being said, in acknowledgement of [redacted]’s concerns, Xplornet reviewed the readings from his modem and noted that usage was not reported further than January 10, 2018. In the interest of resolving [redacted]’s complaint, Xplornet would agree to backdate [redacted]’s cancellation date to January 10, 2018.
A credit of $208.19+taxes was applied to [redacted]’s account to offset the balance on file. However, as [redacted] was under contract until May 9, 2018, termination fees of $99.19+taxes would apply to the account. The balance on the account has been updated to reflect the new balance and a new invoice will be dropped finalizing the cancellation and the credits.
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 complaint.Sincerely,Xplornet Communications
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review. After receiving notice of his complaint, Xplornet completed a review of [redacted]’ account history in light of the concerns raised with his cancellation. Based on our...
review, Xplornet will not seek to hold [redacted] to his contract renewal agreement, his early termination fee will be waived and we have agreed to backdate his cancellation to August 29/17. We can confirm that [redacted]’ cancellation has been processed and our billing department has been instructed to issue a refund of $465.94 (taxes in) back to the payment method on file. Once completed [redacted] should expect to receive his refund within 3-5 business days. In closing, Xplornet extends its regrets to [redacted] for any inconvenience this matter has caused and we hope he will find this to represent an acceptable response to address the concerns raised in his complaint. Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/12) */
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 has reported with his connections speeds. Based on our assessment, where our records do not reflect that [redacted] has notified us of any problems with his service since 2012, a senior technician completed an evaluation of his system readings and confirmed his rental hardware is meeting all the performance requirements for service on our 4G Satellite network.
As outlined in our Terms of Service, Xplornet does have traffic management policies in place to ensure equitable access to the Service for all Xplornet subscribers. Recognizing that a small percentage of customers are responsible for a disproportionate share of data usage on our network, some subscribers may experience temporary throughput limitations. Details of the traffic management policies in place on our 4G satellite service to which [redacted] subscribes, are readily available and can be review on our website[redacted]
Having said this, Xplornet is committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location. To this end, if [redacted] continues to experience any ongoing problems with his service, we would encourage him to reach out to our Care Centre [redacted] when the issue is being experienced in order to provide technicians an opportunity to troubleshoot his service concerns in real time.
In closing, we would like to extend our regrets to [redacted] for any problems he has experienced and thank him for forwarding his concerns to our attention. We hope he will find this to be an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided by [redacted] to our attention.
After receiving notice of her complaint, Xplornet completed a review of [redacted] account in light of the concerns she's raised with respect to the...
hardware rental fees associated with her monthly service charges. First, we would like to extend our regrets for misunderstanding that resulted from her discussions with the dealer and apologize for any inconvenience this matter has caused.
We have spoken to the dealer in question and while they maintain that [redacted] was advised of the monthly costs associated with the service, as a gesture of good will Xplornet is prepared to extend a recurring discount to offset the rental charges for the duration of her contract term.
To this end, we have replaced the existing $**/6 month discount she was initially offered with a $** recurring discount that will extend until the end of her contract term on August 31, 2018.
In closing, on behalf of Xplornet we would like to thank [redacted] for bringing her concerns to our attention and hope she will find this to represent an acceptable response to her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told it was a 1 year term, not a two year term.
Final Business Response /* (4000, 9, 2016/10/19) */
Thank you for forwarding [redacted] rebuttal to our attention. In response, the following is available for review.
Xplornet will agree to adjust [redacted] service commitment to a 1 year term (Ending August 31, 2017) and will not seek the $[redacted] difference between the activation fee charged on our 1 and 2 year contract options.
In the unfortunate event that [redacted] decides to cancel the service she will not be responsible for an early cancellation free after August 31, 2017 (Reference Case# [redacted]) unless a new service agreement is entered into.
In closing, we hope [redacted] will find this to represent an acceptable response and again thank her for her patience as reviewed her complaint.
Sincerely,
Xplornet Communications Inc.
Final Consumer Response /* (2000, 11, 2016/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for acknowledging an employees mistake. I had discussed the terms before hand and this is what he had offered me so I appreciate that you would honor this it shows integrity and a business that is willing to help it's customers :)
Initial Business Response /* (1000, 5, 2016/02/04) */
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 raised about her verbal contract renewal and the cancellation fee associated with the early termination of her service agreement. Based on our review, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet has agreed to meet her desired resolution.
To this end, Xplornet has arranged for our billing department to reverse the $[redacted] early cancellation fee billed to her account and in addition to the prorated service credit that was applied following her cancellation we have also issued a 2 week service credit to offset any charges she incurred while we investigated her concerns.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this experience may have caused and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 8, 2016/01/21) */
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 history to...
investigate the difficulties she has reported with her connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her concerns to our attention. Based on our review, we have identified that the network [redacted] connects to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in [redacted]'s 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's network operations team is investigating the issue and we can assure [redacted] that Xplornet is doing everything within our control to resolve this matter as we continue to invest in network improvements.
Having said this, where Xplornet does not currently have a specific time frame for when this issue will be resolved [redacted] has been provided a recurring $** monthly service discount, along with the option to convert back to our Fixed Wireless WiMAX service in the interim. Further to this, Xplornet has also agreed to waive the upgrade cost for a conversion back to our LTE system once the issue has been rectified and in good faith we have applied a one month service credit of $[redacted] (before tax) to her account which will be visible on her next month's invoice.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue our investigation and work towards a resolution to address the service concerns she's reported experiencing.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response; however, you obviously did not spend much time investigating the issue. The option to convert back to the Fixed Wireless WiMAX was discouraged due to the fact that this tower (platform) is also congested. In fact I was told "all towers (platforms) in my area are congested; therefore, service would not be any better." I understand there are peak times, but a service should not be oversold to the point there is NO quality to the service at all. As a paying customer, is it hard to understand why this would not be a priority. [redacted]
Final Business Response /* (4000, 12, 2016/02/01) */
Thank you for forwarding the rebuttal provided by [redacted] to our attention. In response, the following is available for review.
The option to convert [redacted]'s back to our Fixed Wireless WiMAX network was provided based on the request she made to be moved back to her original service platform as she indicated she found it to be a better service experience than she was receiving on our LTE network. In reviewing the option, we were prepared to honor her request in the interest of reaching a mutually acceptable solution while we continued to work towards a resolution to the service concerns she has reported with her LTE system.
With respect to her current service experience, Xplornet recently completed adjustments to increase capacity to all panels on the access point [redacted] connects to for service by doubling the channel bandwidth to all sectors on the tower. In monitoring the results of the change our Network team has observed a noted improvement to network performance following the adjustment and we continue to work towards making further improvements to increase performance on the network.
A senior technical agent recently followed up with [redacted] after completing an updated review of her system readings and identified that her signal was no longer meeting quality standards required for her service plan. To this end, a work order has been issued to realign [redacted]'s receiver and we have agreed to follow up with her once completed to reassess her service experience. In the interim, the 1 month credit we agreed to provide in our previous response has been applied to [redacted]'s February service invoice along with her recurring $** monthly discount and we will continue to keep her updated on any further developments on tower upgrades.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work with her in the interest of addressing her service concerns.
Sincerely,
Xplornet Communications Inc.
Thank you for providing 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 as outlined in his complaint to the Revdex.com.
Prior to this complaint, [redacted] escalated his concerns to the CCTS and the complaint was closed as [redacted] did not agree with the solutions proposed by Xplornet and the CCTS. [redacted] advised that he would reach out to other organizations to further pursue his complaint.
Review of the signal parameters on the rental hardware installed at [redacted]’s location has been completed by our technical team; it has been determined that everything is performing as expected and the signal is meeting the requirements for the service package that [redacted] subscribes to.
That being said, Xplornet does acknowledge that the access point that [redacted] connects to does experience degradation during periods of higher utilization on the network. [redacted] previously had a $15/month discount in acknowledgement of these concerns. Xplornet has offered [redacted] an increase to $20/month in discounts in acknowledgement of the concerns he has addressed in his complaint. In addition, Xplornet has agreed to increase [redacted]’s recurring discount to price his package at $49.99/month + taxes to align with the price of its lowest tiered plan for the next 12 months in anticipation of upgrades becoming available in his area. [redacted] declined this offer.
As an immediate resolution to the concerns [redacted] has addressed with his service, Xplornet discussed a conversion to our satellite services available in his area. At this time [redacted] has advised that he is not interested in converting over to the satellite service and remains dissatisfied with the solutions proposed by Xplornet and the CCTS. [redacted] is no longer under any contractual agreement with Xplornet and is able to cancel with no penalty if he remains dissatisfied with the service.
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. Sincerely, Xplornet Communications
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review. After receiving notice of her complaint, Xplornet completed a review of [redacted]’ account in light of the concerns she’s reported with her service experience and...
connection speeds. First and foremost, we would like to extend our regrets to [redacted] for the difficulties she’s reported and for any frustration this matter has caused. Xplornet has completed an updated review of the network [redacted] connects to for service and at this time there are no identified known issues impacting the service experience on the tower. However, during periods of high utilization slowdowns can occur and the service experience can be affected by our traffic management policies which are in place to ensure that each Xplornet customer receives fair and consistent access to the internet. Details of the Traffic Management Polices on our LTE networks can be found on our website at [redacted] Our most recent review of [redacted]’ system readings indicated her signal was meeting the requirements for her service package and did not point to an issue with her rental hardware. In order to provide additional assistance it was requested that she contact us directly to investigate the issue in real time and we apologize for the difficulties she experienced when attempting to reach us. We certainly understand hold times during periods of high call volume can be frustrating and we are always working to improve our response times to better serve customers in need of assistance. We also offer a callback assist feature which allows customers to request a callback rather than wait on hold.With respect to her request for confirmation of an expected minimum service level, pursuant to our Terms of Service (Section 3. SERVICE & SPEED) Xplornet is unable to guarantee specific upload or download speeds due to the amount of variables that can have an effect on connection speeds. Xplornet’s End User Agreement/Terms of Service can be review on our website at [redacted] With that being said, where we recognize that [redacted] has remained unsatisfied with her ongoing service experience and our traffic management policies, Xplornet will agree to meet her desired resolution and will not seek to hold her to her contact commitment should she wish to explore alternative service options in her area.Sincerely, Xplornet Communications
Initial Business Response /* (1000, 10, 2015/0*/03) */
In response to the complaint filed by Mrs. [redacted], the following is available for review.
Xplornet regrets Mrs. [redacted] is unhappy with our policy pertaining to the refund of fees paid to us within her 30 day money back guarantee period....
Mrs. [redacted] called in on [redacted] to have her services cancelled on [redacted], 2015 as part of our 30 day money back cancellation policy. As we indicated at the time of her call, it could take up to 30 days to finalize the cancellation of the account with equipment retrieval. During this discussion, we advised there could be another withdrawal made to the payment method on file for [redacted]'s services if the cancellation was not processed in time for the invoice run but these fees would be included in the refund processed once equipment had been retrieved at her location. Mrs. [redacted]'s account was cancelled on [redacted] as requested; however her [redacted] invoice was processed before the cancellation could be finalized on this day.
We have received confirmation that the equipment at Mrs. [redacted]'s location has been retrieved and a request to refund the fees paid to us ($234.34 taxes included) has been submitted to our billing department. The refund process can take up to 4-6 weeks which accounts for processing time on Xplornet's and the bank's end.
We apologize for the inconvenience this matter has caused Mrs. [redacted]
Thank you for forwarding the information provided by Ms. [redacted].
Upon receipt of Ms. [redacted]’s complaint to the Revdex.com, review of the account history has been completed in order to address her concerns.
First and foremost, Xplornet would like to extend its apologies to Ms. [redacted] for any hardship or...
inconvenience that this matter has caused and thank her for her continued loyalty throughout her tenure as an Xplornet customer. Due to the difficulties that she has experienced regarding her service experience, Xplornet would agree to waive any termination fees associated with the cancellation of her account.
A final invoice will be delivered by email to Ms. [redacted] on December 25, 2017, and will not reflect any termination fees associated with the account. Ms. [redacted] will only be responsible for paying any outstanding balance applicable to the account.
If Ms. [redacted] has any further questions, comments, or concerns, Xplornet is available at [redacted] 24/7/365 to best assist.
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2017/04/13) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed a review of [redacted]'s account in light...
of the concerns she's raised regarding her service conversion and repairs to her existing internet service. Based on our review, we recognize necessary repairs to her service were not completed when a conversion to our LTE service was attempted as part of our efforts to improve her service experience and for this we sincerely apologize.
Xplornet have since completed an updated work order on April 10th to restore [redacted]'s connection and technicians have reviewed her signal to ensure she is meeting the requirements for her service package. In addition to the compensation [redacted] was previously provided for her downtime we have also placed a 1 month credit ($[redacted] before tax) on her account in good faith which will be visible on her next monthly invoice.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for her inconvenience and our thanks her for her patience as we worked to rectify her concerns.
Sincerely,
Xplornet Communications Inc.
[redacted]’sservice issues are unfortunately due in part to an ongoing investigation into their network to ascertain the cause of these service issues. This issue has been intermittently occurring since November and has been investigated and continues to be. Currently Xplornet has offset costs...
for [redacted]’s service since this issue was known. Xplornet has credited [redacted] a total of 185.13 for costs of service not provided. Unfortunately due to these issues we cannot provide an estimated time of resolution due to the investigation being ongoing. For the 2 months of service issues Xplornet has credited for 2.3 months’ worth of service thus far and will continue to compensate for the loss of service as the investigation unfolds.
Unfortunately the service issues [redacted] is experiencing is not something I can resolve until the investigation has been completed and will continue to credit for the issues.
Initial Business Response /* (1000, 5, 2017/08/24) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of her complaint, Xplornet completed an updated review of [redacted]'s account history...
and will not seek to hold her to an early cancellation fee. In order to proceed with the cancellation of her account, [redacted] will need to contact Xplornet's Customer Care Centre at [redacted] to confirm her request. A credit for service charges billed following her July 26th will also be refunded back to the payment method on file once her account cancellation is completed.
In closing, Xplornet would like to extend its regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint.
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/10/21) */
Thank you for forwarding the information provided from [redacted] to our attention.
Upon receipt of his complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com
The...
package that [redacted] subscribed to when first connecting with the Xplornet internet services provided speeds up to 5 mb/s with 10GB of usage per month. As [redacted] was using the internet beyond the usage provided with the package, he would have experienced degraded speeds of up to 300kbps when the usage threshold was exceeded. Our records show that [redacted] contacted Xplornet on October 11, 2016, and agreed to upgrade to the next package up which would allow for 25GB of data which would better meet his usage needs. A recurring credit of $**/month was applied to the account to match the price that he had been paying previously. However, should [redacted] still be looking to cancel his services with Xplornet, as a show of good faith, we would be willing to waive any termination fees associated with the cancellation his account.
In closing, on behalf of Xplornet, I would like to express our apologies 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 a satisfactory resolution to his complaint.
Initial Business Response /* (1000, 5, 2017/07/25) */
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving notice of his complaint, Xplornet completed a review of [redacted] account history and...
have reversed all outstanding charges remaining on his account. An updated final invoice has been issued and we can confirm [redacted]'s account has been closed with a $* final balance.
In closing, we would like to extend our apologies for [redacted] for any inconvenience this matter may have caused and thank him for his patience as we reviewed his complaint in the interest of reaching an acceptable resolution.
Sincerely,
Xplornet Communications
Xplornet has applied an additional 2 month credit which will appear alongside the 1 month credit applied on December 5th, 2017. Due to the invoice for December already being sent on the 2nd of December the credit applied on the 5th did not appear. Both the 2 month credit applied today and the 1 month applied on the 5th of December will appear on the January invoice totaling $237.00, not including the credits on the December invoice for $87.69 and $18.44. In total this would amount to $343.13 due to the issues experienced.
Xplornet is terribly sorry that this issue affecting your service has occurred and understands the frustrations that are due in part to this. If the uninterrupted services go offline once again we recommend to contact our customer care at [redacted] to go over the recommended steps with regards to this investigation.
Warmest regards,
[redacted]
Customer Response CoordinatorXplornet 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 usage related concerns and early cancellation fees applied upon the cancellation of her Xplornet account. Upon receipt of...
[redacted]’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com.
In review of the account history, our records show that [redacted] first reached out to Xplornet on October 19, 2017, and advised that they required more data as they were a family of six. Xplornet suggested obtaining a second service or switching to usage based billing as [redacted] explained that the package they subscribed to would likely not be enough data for them. [redacted] was advised again of the option to go to usage based billing at $2/GB over her package when she contacted Xplornet on November 6, 2017, but she declined and as a courtesy Xplornet reset her usage and offered troubleshooting with our technical support staff. [redacted] elected not to speak to technical support. [redacted] later called to cancel the services in January 2018 as they had elected to go with another provider who was able to offer them unlimited service. At the time of the cancellation [redacted] was advised that early cancellation fees of $450+taxes would be applied to the account upon the termination of her services as she was on contract until October 2019. On January 17, 2018, [redacted] spoke with an Xplornet supervisor who agreed to reduce her cancellation fees by 50% as a show of good faith as the service – while functional - did not fit their usage needs as they had six users in the home.
After further review of the account, Xplornet would advise that the 50% reduction in termination fees previously offered by a supervisor is a reasonable resolution and that the termination fees would stand. Xplornet provided solutions to [redacted]'s usage concerns and offered technical support when she advised they were experiencing difficulties but she had declined the offers. If [redacted] wishes to speak with an Xplornet representative to discuss her account, we are available 24/7/365 at [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 a satisfactory resolution to her complaint.
Sincerely,Xplornet Communications
Xplornet extends its apologies for the issues that [redacted] has experienced surrounding the process of moving and the issue with cancellation.
Given the circumstances surrounding this complaint the charges for hardware and early cancellation with Xplornet has been waived.
Xplornet has also...
sent a request our distribution department to waive any equipment currently on file prior to the move into Prescott.
Warmest regards,
Initial Business Response /* (1000, 5, 2016/09/23) */
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]' account in light of...
the concerns he's raised relating to the consistency of his connection speeds. Based on our review we have identified that the network he connects to for service experiences periods of high usage volume which can have an impact on his connection based on the shared access nature of our service.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize as a known issue 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 connection, we would like to reassure [redacted] that our Network and Engineering teams are working to address the issue and continue to do everything within our control to improve the network's performance.
Regrettably, we do not presently have a timeframe we can provide [redacted] for when this issue will be rectified but in the interim as a sign of good faith we have placed a 1 month credit of $[redacted] (taxes incl.) on his account along with a recurring $** monthly discount which he will continue to receive until the issue has been resolved. [redacted] also maintains the option of downgrading to a lower service plan if he finds it to be more in line with the speeds he is receiving and if he remains unsatisfied with his ongoing experience he is under no obligation to maintain the service.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his patience as we continue to work towards improving the service experience in his area.
Thank you,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 12, 2016/10/11) */
I have been very busy with pre moving and trying to settle into a new job. Only gave your email a cursory glance. I would like to thank you for your effort in this matter. I would like to state for the record that the matter is not satisfactorily resolved. I still have a contract I can not get out of coupled with a basically useless internet. You did manage to get a typical company fluff reply out of them. I wish I had never filed the complaint as my internet is now worse than ever. Call me a nut job but I used to be able to tell when the net was going to be useless. It is now unusable pretty much all day. The current time is 15:45 mountain and my speed is useless. I should have it back around midnight. Funny that when I first signed on there were no problems with the speed. It would drop during peak hours but only to aprx 10Mbps. Still a useable speed. During the time it has taken me to type this I still do not have a result for my speed test. Still waiting 15:48 15:49 finally done. 1.3Mbps. About 1/20th the speed I am paying for. I log all of my results with the server so this is not anecdotal evidence. I understand that your organization is basically a paper tiger but thank you for at least trying. I will be moving next year and a main cause is xplornet. I have a ton of online training that must be completed every month in order for me to maintain my certification and the internet is the way it is done. While I am a valuable employee, the company is not going to send me out to [redacted] 3 or 4 times a month for training. This is done through virtual school and xplornet is directly effecting my ability to make a living through their blatant lies. I guess that until I form a company big enough to hire lobbyist's that will allow me to legally rob people ([redacted].) I will have to come to peace with the fact that there is nothing that can be done and I will effectively have been robbed of $[redacted].
The only thing I can state is that I do not want a resolved satisfactorily put on this case.
Again thank you for at least trying.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for forwarding the information provided by [redacted]. In response, Xplornet provides the following for review.
In receiving [redacted]'s complaint, we would first like to extend our apologies for the difficulties she reported with...
her service experience and for the delays she's encountered while awaiting a conversion to our LTE network in the interest of improving her service. Regrettably, we have experienced unanticipated delays related to hardware shortages and sincerely regret any inconvenience this matter has caused [redacted]. Xplornet is currently working to complete LTE upgrades and service conversions as quickly as possible.
As [redacted] noted in her complaint, Xplornet has credited her account to offset her service charges based on the difficulties she's experience on her current platform and are confident that in converting to our LTE network she will be satisfied with her upgraded service experience. However, we understand the delays have represented an inconvenience to [redacted] and in recognition of her patience; Xplornet is willing to meet the desired resolution she has requested in her complaint. To this end, while we hope she will reconsider, if [redacted] wishes to finalize her account prior to her LTE conversion, Xplornet will agree to waive her early cancellation fee.
In closing, we hope that in agreeing to meet [redacted]'s desired resolution she will find this to represent an acceptable response to her complaint and on behalf of Xplornet we would again wish to extend our regrets for any inconvenience or frustration this matter has caused her.
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 Xplornet 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 account shows that no contact was established by [redacted] to inquire about cancelling his services until March 9, 2018. That being said, in acknowledgement of [redacted]’s concerns, Xplornet reviewed the readings from his modem and noted that usage was not reported further than January 10, 2018. In the interest of resolving [redacted]’s complaint, Xplornet would agree to backdate [redacted]’s cancellation date to January 10, 2018.
A credit of $208.19+taxes was applied to [redacted]’s account to offset the balance on file. However, as [redacted] was under contract until May 9, 2018, termination fees of $99.19+taxes would apply to the account. The balance on the account has been updated to reflect the new balance and a new invoice will be dropped finalizing the cancellation and the credits.
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 complaint.Sincerely,Xplornet Communications
Thank you for forwarding the information provided by [redacted] to our attention. In response, the following is available for review. After receiving notice of his complaint, Xplornet completed a review of [redacted]’ account history in light of the concerns raised with his cancellation. Based on our...
review, Xplornet will not seek to hold [redacted] to his contract renewal agreement, his early termination fee will be waived and we have agreed to backdate his cancellation to August 29/17. We can confirm that [redacted]’ cancellation has been processed and our billing department has been instructed to issue a refund of $465.94 (taxes in) back to the payment method on file. Once completed [redacted] should expect to receive his refund within 3-5 business days. In closing, Xplornet extends its regrets to [redacted] for any inconvenience this matter has caused and we hope he will find this to represent an acceptable response to address the concerns raised in his complaint. Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/01/12) */
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 has reported with his connections speeds. Based on our assessment, where our records do not reflect that [redacted] has notified us of any problems with his service since 2012, a senior technician completed an evaluation of his system readings and confirmed his rental hardware is meeting all the performance requirements for service on our 4G Satellite network.
As outlined in our Terms of Service, Xplornet does have traffic management policies in place to ensure equitable access to the Service for all Xplornet subscribers. Recognizing that a small percentage of customers are responsible for a disproportionate share of data usage on our network, some subscribers may experience temporary throughput limitations. Details of the traffic management policies in place on our 4G satellite service to which [redacted] subscribes, are readily available and can be review on our website[redacted]
Having said this, Xplornet is committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location. To this end, if [redacted] continues to experience any ongoing problems with his service, we would encourage him to reach out to our Care Centre [redacted] when the issue is being experienced in order to provide technicians an opportunity to troubleshoot his service concerns in real time.
In closing, we would like to extend our regrets to [redacted] for any problems he has experienced and thank him for forwarding his concerns to our attention. We hope he will find this to be an acceptable response.
Thank you,
Xplornet Communications Inc.
Initial Business Response /* (1000, 5, 2016/10/07) */
Thank you for forwarding the information provided by [redacted] to our attention.
After receiving notice of her complaint, Xplornet completed a review of [redacted] account in light of the concerns she's raised with respect to the...
hardware rental fees associated with her monthly service charges. First, we would like to extend our regrets for misunderstanding that resulted from her discussions with the dealer and apologize for any inconvenience this matter has caused.
We have spoken to the dealer in question and while they maintain that [redacted] was advised of the monthly costs associated with the service, as a gesture of good will Xplornet is prepared to extend a recurring discount to offset the rental charges for the duration of her contract term.
To this end, we have replaced the existing $**/6 month discount she was initially offered with a $** recurring discount that will extend until the end of her contract term on August 31, 2018.
In closing, on behalf of Xplornet we would like to thank [redacted] for bringing her concerns to our attention and hope she will find this to represent an acceptable response to her complaint.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told it was a 1 year term, not a two year term.
Final Business Response /* (4000, 9, 2016/10/19) */
Thank you for forwarding [redacted] rebuttal to our attention. In response, the following is available for review.
Xplornet will agree to adjust [redacted] service commitment to a 1 year term (Ending August 31, 2017) and will not seek the $[redacted] difference between the activation fee charged on our 1 and 2 year contract options.
In the unfortunate event that [redacted] decides to cancel the service she will not be responsible for an early cancellation free after August 31, 2017 (Reference Case# [redacted]) unless a new service agreement is entered into.
In closing, we hope [redacted] will find this to represent an acceptable response and again thank her for her patience as reviewed her complaint.
Sincerely,
Xplornet Communications Inc.
Final Consumer Response /* (2000, 11, 2016/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for acknowledging an employees mistake. I had discussed the terms before hand and this is what he had offered me so I appreciate that you would honor this it shows integrity and a business that is willing to help it's customers :)
Initial Business Response /* (1000, 5, 2016/02/04) */
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 raised about her verbal contract renewal and the cancellation fee associated with the early termination of her service agreement. Based on our review, in the interest of reaching a mutually acceptable resolution with [redacted], Xplornet has agreed to meet her desired resolution.
To this end, Xplornet has arranged for our billing department to reverse the $[redacted] early cancellation fee billed to her account and in addition to the prorated service credit that was applied following her cancellation we have also issued a 2 week service credit to offset any charges she incurred while we investigated her concerns.
In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this experience may have caused and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 8, 2016/01/21) */
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 history to...
investigate the difficulties she has reported with her connection speeds. First, we would like to extend our regrets for any inconvenience this matter has caused and thank her for bringing her concerns to our attention. Based on our review, we have identified that the network [redacted] connects to for service does experience periods of heavy usage which can have an impact on connection speeds.
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in [redacted]'s 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's network operations team is investigating the issue and we can assure [redacted] that Xplornet is doing everything within our control to resolve this matter as we continue to invest in network improvements.
Having said this, where Xplornet does not currently have a specific time frame for when this issue will be resolved [redacted] has been provided a recurring $** monthly service discount, along with the option to convert back to our Fixed Wireless WiMAX service in the interim. Further to this, Xplornet has also agreed to waive the upgrade cost for a conversion back to our LTE system once the issue has been rectified and in good faith we have applied a one month service credit of $[redacted] (before tax) to her account which will be visible on her next month's invoice.
In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue our investigation and work towards a resolution to address the service concerns she's reported experiencing.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response; however, you obviously did not spend much time investigating the issue. The option to convert back to the Fixed Wireless WiMAX was discouraged due to the fact that this tower (platform) is also congested. In fact I was told "all towers (platforms) in my area are congested; therefore, service would not be any better." I understand there are peak times, but a service should not be oversold to the point there is NO quality to the service at all. As a paying customer, is it hard to understand why this would not be a priority. [redacted]
Final Business Response /* (4000, 12, 2016/02/01) */
Thank you for forwarding the rebuttal provided by [redacted] to our attention. In response, the following is available for review.
The option to convert [redacted]'s back to our Fixed Wireless WiMAX network was provided based on the request she made to be moved back to her original service platform as she indicated she found it to be a better service experience than she was receiving on our LTE network. In reviewing the option, we were prepared to honor her request in the interest of reaching a mutually acceptable solution while we continued to work towards a resolution to the service concerns she has reported with her LTE system.
With respect to her current service experience, Xplornet recently completed adjustments to increase capacity to all panels on the access point [redacted] connects to for service by doubling the channel bandwidth to all sectors on the tower. In monitoring the results of the change our Network team has observed a noted improvement to network performance following the adjustment and we continue to work towards making further improvements to increase performance on the network.
A senior technical agent recently followed up with [redacted] after completing an updated review of her system readings and identified that her signal was no longer meeting quality standards required for her service plan. To this end, a work order has been issued to realign [redacted]'s receiver and we have agreed to follow up with her once completed to reassess her service experience. In the interim, the 1 month credit we agreed to provide in our previous response has been applied to [redacted]'s February service invoice along with her recurring $** monthly discount and we will continue to keep her updated on any further developments on tower upgrades.
In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work with her in the interest of addressing her service concerns.
Sincerely,
Xplornet Communications Inc.