Initial Business Response /* (1000, 10, 2017/09/18) */
[redacted] has called Xplornet advising of service issues on 2 separate occasions.
Unfortunately no issues were identified in our first contact on June 25, 2017 with [redacted] and the call was dropped for unknown reasons. A call back to...
complete troubleshooting was done but Xplornet was unable to make contact and a voicemail was left.
Xplornet's second call from [redacted] was on September 13, 2017 due to service issues which were explained to [redacted] as being due to being suspended for non-payment. Xplornet has not received payment from [redacted] since June 5, 2017.
[redacted]'s service was suspended on September 1, 2017 for non-payment. At this time Xplornet would normally require an **% one-time payment and a payment arrangement for the remainder in order to reactivate [redacted]'s service. Xplornet would be willing to accept a **% one-time payment and arrangements for the remainder in order to help rectify services as soon as possible.
Once service is active and if [redacted] is still experiencing service issues, then we would need to troubleshoot with him in order to ascertain the cause behind these issues as our previous conversations were unable to fully complete troubleshooting.
Initial Consumer Rebuttal /* (3000, 12, 2017/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to making a **% payment. I am not paying **% of something that I do not have. When they fix the problem I will start paying for the service at that time. I have been hearing numerous other complaints about this company. I am not very happy with this service and their attitude as far a fixing the problem.
Final Consumer Response /* (4200, 20, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my offer to only pay for one month.
Final Business Response /* (4000, 18, 2017/09/22) */
Xplornet feels it has made its offer of accepting **% in good faith and cannot accept a payment of 1 months' worth of service as this is roughly **% of what [redacted] owes at this time. As stated previously Xplornet has yet to identify any issues with [redacted]'s connection and will be unable to successfully troubleshoot the issues until it has been reactivated. If issues are identified Xplornet will compensate for the length of time that these issues were present.
Initial Business Response /* (1000, 5, 2017/05/26) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving her complaint, Xplornet completed a review of [redacted]'s account history...
and
recognizing she was willing to attempt to move her service following her relocation, in good faith Xplornet will not seek to hold her to service commitment and she will not be responsible for an early termination fee as a result of her cancellation.
To move forward with the finalization of her account, [redacted] would simply need to contact the Xplornet Care Centre at [redacted] and arrangements will be made to complete the recovery of her rental hardware.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 6, 2016/01/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of his complaint Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raised relating to recent usage charges he was billed. Based on our records, [redacted] accepted a 1 year service agreement as part of a conversion to our High Throughput Viasat satellite service in November 2014, selecting a package that included a monthly bandwidth allowance of 80GB ($2/GB thereafter) on a usage based billing service plan.
In reviewing the usage history on his account; available to customers through the usage tracker provided through our customer portal at myxplornet.com, our records reflect that while [redacted]'s account has frequently exceeded his monthly bandwidth allowance he had not been billed overage charges or received a usage notifications until November '15. To this end, we investigated the issue and after verifying that the usage being reported by his modem was correct, we were able to confirm that there was an issue with how his account was flagged within our system that we identified and corrected in November '15. Once corrected, appropriate notifications began being sent in line with his service package to advise [redacted] as he approached (80%), reached (100%) and exceeded (120%) his monthly bandwidth allowance, noting he would be billed for additional usage.
Having said this, recognizing that while [redacted] was provided the option to monitor his usage through our customer portal, where he had not been previously billed for overages and was not receiving notifications relating to his usage prior to November '15, in good faith, Xplornet will agree to reverse the recent usage charges billed to his account. To this end, we have applied two separate credits to his account, $[redacted], respectively and as a further gesture of good will we will agree to waive any usage charges billed on his upcoming monthly invoice.
Moving forward, Xplornet has issued a work order to convert [redacted] to our LTE Fixed Wireless network however if he is unable to attain acceptable signal and remains on his current service package he will be responsible for overage charges if he continues to exceed his monthly bandwidth allowance. If he does not wish to be billed overage charges, we would encourage him to contact our Care Centre at [redacted] to discuss alternative "Limited State" package options.
In closing, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated the concerns he's raised. We hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Revdex.com,
Thank you so much for your help up to this point.
There are a few issues though.
#1. They have sent me a new invoice, it does not have the 'overage' removed from the most recent month like they claimed.
#2. I have called and asked to be placed on limited state and was told that I cannot be.
#3. Despite insuring me that I would be able to get the LTE service, when the technician arrived on Friday; he found I was unable to get signal. He advised that it will require a 30 foot tower mounted on my roof and that Xplornet has been known to cover the cost of these and that I should pursue them covering the cost of the tower so I can upgrade to the LTE. If possible, I'd like the Revdex.com to try and arrange this with them.
#4. I've been told about better billing plans than the one I am on being made available or potential discounts. Being on the LTE would solve this, but I still would really like some help resolving this.
If the Revdex.com can help sort this out, especially trying to get them to do the tower installation, that would solve all my foreseeable problems for the long term and beyond while also insuring I have access to the same service as most customers and consumers in[redacted]
Thanks
Final Consumer Response /* (3000, 17, 2016/02/17) */
Xplornet has still not credited the accounts for the amounts noted on the most recent invoice and the billing makes absolutely no sense.
My internet has also been non-responsive for several days, making it so I could not reply to this case.
Final Business Response /* (4000, 19, 2016/02/24) */
Thank you for forwarding the additional information submitted by [redacted] to our attention.
Xplornet credited [redacted]'s account on February 1st for the $[redacted] overage charge he was billed on his January 29th service invoice and as noted in our previous response this credit will be reflected on his next service invoice on February 29th. His current invoice notes the credits we have applied to offset the previous overage charges he was billed in November/December '15,[redacted] respectively.
With respect to his recent service concerns, Xplornet had a senior technical representative review [redacted]'s system readings and verify that his connection was online and meeting all the requirements for his service package. As we have been unable to identify any problems with his connection based on his current system readings, we would encourage [redacted] to contact our Care Centre at[redacted] if the issue persists to allow a technician an opportunity to diagnose any potential problems with his service.
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Business Response /* (1000, 10, 2017/09/18) */
[redacted] has called Xplornet advising of service issues on 2 separate occasions.
Unfortunately no issues were identified in our first contact on June 25, 2017 with [redacted] and the call was dropped for unknown reasons. A call back to...
complete troubleshooting was done but Xplornet was unable to make contact and a voicemail was left.
Xplornet's second call from [redacted] was on September 13, 2017 due to service issues which were explained to [redacted] as being due to being suspended for non-payment. Xplornet has not received payment from [redacted] since June 5, 2017.
[redacted]'s service was suspended on September 1, 2017 for non-payment. At this time Xplornet would normally require an **% one-time payment and a payment arrangement for the remainder in order to reactivate [redacted]'s service. Xplornet would be willing to accept a **% one-time payment and arrangements for the remainder in order to help rectify services as soon as possible.
Once service is active and if [redacted] is still experiencing service issues, then we would need to troubleshoot with him in order to ascertain the cause behind these issues as our previous conversations were unable to fully complete troubleshooting.
Initial Consumer Rebuttal /* (3000, 12, 2017/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to making a **% payment. I am not paying **% of something that I do not have. When they fix the problem I will start paying for the service at that time. I have been hearing numerous other complaints about this company. I am not very happy with this service and their attitude as far a fixing the problem.
Final Consumer Response /* (4200, 20, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my offer to only pay for one month.
Final Business Response /* (4000, 18, 2017/09/22) */
Xplornet feels it has made its offer of accepting **% in good faith and cannot accept a payment of 1 months' worth of service as this is roughly **% of what [redacted] owes at this time. As stated previously Xplornet has yet to identify any issues with [redacted]'s connection and will be unable to successfully troubleshoot the issues until it has been reactivated. If issues are identified Xplornet will compensate for the length of time that these issues were present.
Initial Business Response /* (1000, 5, 2017/05/26) */
Thank you for bringing the information provided by [redacted] to our attention. In response, the following is available for review.
After receiving her complaint, Xplornet completed a review of [redacted]'s account history...
and
recognizing she was willing to attempt to move her service following her relocation, in good faith Xplornet will not seek to hold her to service commitment and she will not be responsible for an early termination fee as a result of her cancellation.
To move forward with the finalization of her account, [redacted] would simply need to contact the Xplornet Care Centre at [redacted] and arrangements will be made to complete the recovery of her rental hardware.
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope she will find this to represent an acceptable response.
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 6, 2016/01/22) */
Thank you for forwarding the information provided by [redacted] to our attention. In response the following is available for review.
After receiving notice of his complaint Xplornet completed a review of [redacted]'s account history in...
light of the concerns he's raised relating to recent usage charges he was billed. Based on our records, [redacted] accepted a 1 year service agreement as part of a conversion to our High Throughput Viasat satellite service in November 2014, selecting a package that included a monthly bandwidth allowance of 80GB ($2/GB thereafter) on a usage based billing service plan.
In reviewing the usage history on his account; available to customers through the usage tracker provided through our customer portal at myxplornet.com, our records reflect that while [redacted]'s account has frequently exceeded his monthly bandwidth allowance he had not been billed overage charges or received a usage notifications until November '15. To this end, we investigated the issue and after verifying that the usage being reported by his modem was correct, we were able to confirm that there was an issue with how his account was flagged within our system that we identified and corrected in November '15. Once corrected, appropriate notifications began being sent in line with his service package to advise [redacted] as he approached (80%), reached (100%) and exceeded (120%) his monthly bandwidth allowance, noting he would be billed for additional usage.
Having said this, recognizing that while [redacted] was provided the option to monitor his usage through our customer portal, where he had not been previously billed for overages and was not receiving notifications relating to his usage prior to November '15, in good faith, Xplornet will agree to reverse the recent usage charges billed to his account. To this end, we have applied two separate credits to his account, $[redacted], respectively and as a further gesture of good will we will agree to waive any usage charges billed on his upcoming monthly invoice.
Moving forward, Xplornet has issued a work order to convert [redacted] to our LTE Fixed Wireless network however if he is unable to attain acceptable signal and remains on his current service package he will be responsible for overage charges if he continues to exceed his monthly bandwidth allowance. If he does not wish to be billed overage charges, we would encourage him to contact our Care Centre at [redacted] to discuss alternative "Limited State" package options.
In closing, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated the concerns he's raised. We hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Revdex.com,
Thank you so much for your help up to this point.
There are a few issues though.
#1. They have sent me a new invoice, it does not have the 'overage' removed from the most recent month like they claimed.
#2. I have called and asked to be placed on limited state and was told that I cannot be.
#3. Despite insuring me that I would be able to get the LTE service, when the technician arrived on Friday; he found I was unable to get signal. He advised that it will require a 30 foot tower mounted on my roof and that Xplornet has been known to cover the cost of these and that I should pursue them covering the cost of the tower so I can upgrade to the LTE. If possible, I'd like the Revdex.com to try and arrange this with them.
#4. I've been told about better billing plans than the one I am on being made available or potential discounts. Being on the LTE would solve this, but I still would really like some help resolving this.
If the Revdex.com can help sort this out, especially trying to get them to do the tower installation, that would solve all my foreseeable problems for the long term and beyond while also insuring I have access to the same service as most customers and consumers in[redacted]
Thanks
Final Consumer Response /* (3000, 17, 2016/02/17) */
Xplornet has still not credited the accounts for the amounts noted on the most recent invoice and the billing makes absolutely no sense.
My internet has also been non-responsive for several days, making it so I could not reply to this case.
Final Business Response /* (4000, 19, 2016/02/24) */
Thank you for forwarding the additional information submitted by [redacted] to our attention.
Xplornet credited [redacted]'s account on February 1st for the $[redacted] overage charge he was billed on his January 29th service invoice and as noted in our previous response this credit will be reflected on his next service invoice on February 29th. His current invoice notes the credits we have applied to offset the previous overage charges he was billed in November/December '15,[redacted] respectively.
With respect to his recent service concerns, Xplornet had a senior technical representative review [redacted]'s system readings and verify that his connection was online and meeting all the requirements for his service package. As we have been unable to identify any problems with his connection based on his current system readings, we would encourage [redacted] to contact our Care Centre at[redacted] if the issue persists to allow a technician an opportunity to diagnose any potential problems with his service.
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response.
Sincerely,
Xplornet Communications Inc.