Initial Business Response / [redacted] (1000, 11, 2015/12/30) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review Since receiving notice of her complaint, Xplornet has completed a review of [redacted] account history in light of the concerns she's raised surrounding her current service experience and the costs associated with upgrading to our new LTE serviceBased on our review, we have identified that [redacted] account is currently awaiting an upgrade to our LTE platform and we anticipate her conversion will be completed in early As part of the conversion process we have explained to [redacted] that a site survey must be completed, and dealers are permitted to bill customers a fee for their work if they are unable to attain signal for the serviceAll information regarding what is and is not covered as part of our basic installation process is outlined on our website and can be reviewed at [redacted] With respect to her service concerns, Xplornet recognizes that [redacted] contacted us on [redacted] to report issues with her connection speeds however where she declined our offer to troubleshoot we have been unable to diagnose any problems specific to her current [redacted] based Fixed Wireless serviceIf she continues to experience difficulties with her service, we would encourage her to contact our Care Centre @ [redacted] to speak with a technician to complete proper troubleshooting to diagnose any potential service issues In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we work towards completing her LTE upgrade in the New Year Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I guess I have no choice but to wait patientlyEvenThough I have had nothing but troubles for yearsHopefully you will contact me soon as I have been waiting months and it's now [redacted] I don't have the time or the patience to keep fighting over something that you clearly won't fixI look forward to the upgrade and hopefully this will take care of the problem [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/15) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he's raised relating to the cancellation of his serviceBased on our review, we've identified that [redacted] 's account was placed on a temporary month loyalty suspension in February after he contacted our Care Centre to advise that his computer was no longer workingAs we did not hear back from [redacted] , his services were reactivated automatically at the end of his temporary suspension and charges resumed in line with the terms of his service agreement That being said, recognizing that [redacted] was no longer under contract at the time his services were unsuspended and his system showed minimal usage, Xplornet is prepared to backdate his cancellation request to the date his service was reactivatedTo this end, we have instructed our billing department to issue a refund for all payments we received from [redacted] after August 22, once we are able to recover the Xplornet rental hardware associated with his account In closing, we would like to extend our apologies to [redacted] for any misunderstanding that resulted when he discussed the finalization his account along with our regrets for and inconvenience this matter has causedWe would also like to thank him for his time as a valued Xplornet customer and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Thank you for forwarding the information provided by Ms [redacted] in her complaintWe have completed a formal review of her account history and present the following for review After being notified of Ms***'s cancellation request the matter was reviewed internallyBased on the time she had been with us, and where she had raised concerns about her usage requirements during her initial days, the decision to charge a cancellation penalty was rescindedIn light of this, Xplornet did not bill Ms [redacted] an early cancellation fee Following that decision agents attempted to reach Ms [redacted] on multiple occasions to inform her that we would not be billing a cancellation penaltyRegrettably, after leaving multiple messages at the contact number on file, we did not hear back from Ms [redacted] and proceeded with the cancellation of her account; in line with her request, issuing a work order to complete the recovery of the rental hardware in her possession At this time, the dealer has confirmed they were able to recover the external rental hardware, but have not been able to retrieve the service modemThey have noted making several unsuccessful attempts to reach Ms [redacted] to discuss the return of the modemTo this end, we would encourage Ms [redacted] to follow up with the dealer, [redacted] to facilitate the return of the modemShe can do so by arranging to have the dealer back out to her residence or by dropping the modem off at their office and retaining a receipt of the return In closing, Xplornet would again wish to emphasize that the charge billed to Ms [redacted] is not an early cancellation penalty but a hardware charge for equipment which she has not yet returnedOnce we are able to confirm the return of the service modem, the hardware charge billed to her account will be removed Thank you, 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 serviceUpon 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 concernsXplornet has offered [redacted] an increase to $20/month in discounts in acknowledgement of the concerns he has addressed in his complaintIn 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 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 areaAt 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/at [redacted] to best assist himOn behalf of Xplornet I would like to thank [redacted] for his patience and understanding while reviewing this matterSincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/05/31) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history and we will not be seeking to hold him to his early cancellation feeTo this end, a credit has been applied to [redacted] 's account to offset the costs associated with the charge and the adjustment will be reflected on his final invoice In closing, we would like to thank [redacted] for his time as a valued customer and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/07) */ Received consumer response So thats good but they took next month payment of $ [redacted] from my credit card which I they owe me Final Business Response / [redacted] (4000, 12, 2017/06/14) */ Thank you for forwarding the response provided by [redacted] to our attentionIn response, the following is available for review [redacted] can expect his refund in 5-business days Sincerely, Xplornet Communications
Initial Business Response / [redacted] (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 day money back guarantee period Mrs [redacted] called in on [redacted] to have her services cancelled on [redacted] *, as part of our day money back cancellation policyAs we indicated at the time of her call, it could take up to days to finalize the cancellation of the account with equipment retrievalDuring this discussion, we advised there could be another withdrawal made to the payment method on file for ***'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 locationMrs [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 ($taxes included) has been submitted to our billing departmentThe refund process can take up to 4-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]
Initial Business Response / [redacted] (1000, 7, 2016/12/16) */ Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account to assess the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionBased on our review, we have identified that the network she connect to for service does experience periods of heavy usage which can have an impact on her connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved In the interim, while we continue to work towards addressing the issue, Xplornet has increased the month service discount [redacted] is receiving from $ [redacted] to $ [redacted] and she maintains the option to downgrade to a lower tiered plan if she is not satisfied with the speeds she is receiving on her 25Mbps service packageWith that said, if she remains unsatisfied with her service experience Xplornet will agree to waive her contract commitment and will not seek an early cancellation fee if he decides to end her services In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work toward improvements to the network Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you, I appreciate the responseUnfortunately, this doesn't solve the issue"Slowdowns" are one thing, but loss of connection on a regular basis is anotherWhile I completely understand that there was no guarantee of a certain speed in the contract, having kbps several times a day is simply not providing the service at all Xplornet is fully aware that the towers are overloaded in my area - as they have clearly stated in their response - and yet continue to add clients, which hinders the service even moreI assume that they are also aware that they are the only internet provider in my area, which is why they continue to add clients, they have a monopoly in this areaI can't work without the internet so cancelling the service is not an optionSwitching my account to a slower speed will only slow my service even more (lowering my CINRand CINRnumbers to Mbps rather than Mbps), which would only make things worseI appreciate the additional discount, but this isn't about money - I simply want "fast and reliable high-speed internet" as is stated on the home page of Xplornet's websiteAlso on their website under Why Choose Xplornet: "fast speeds to stream video and play online games" - this is what I thought I was getting I do not want the Revdex.com to close this complain as "satisfied" because I am notHowever, there is obviously no resolution to this issue until Xplornet expands their network bandwidthWill the EchoStar XIX satellite improve my service in 2017? If so, does Xplornet have an idea of when I could expect better speeds? Thank you [redacted] Final Business Response / [redacted] (4000, 16, 2016/12/28) */ Thank you for forwarding the response provided by [redacted] After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account to assess the difficulties she's reported with her connection speedsWe again would like to extend our apologies for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionOur records show that while her signal is sufficient to support the package that she subscribes to, the network that she connects to does experience periods of high utilization which can cause subscribers to note degradation in connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customersThat being said, degradation in connection speeds should not cause [redacted] to lose connection completely and if she is losing service and unable to connect we would ask that she calls us to troubleshoot at her earliest convenienceWe are available 24/to best assist at [redacted] Xplornet would also like to acknowledge the concerns that [redacted] has raised in regards to downgrading her service packageThe CINRand CINRnumbers represent the signal strength that the subscriber module is obtaining from the tower that [redacted] connects toThese figures are not tied to the package and would not be impacted should [redacted] choose to downgrade her service package to the LTE-plan In closing, on behalf of Xplornet, I would like to thank [redacted] for bringing this matter to our attention and apologize for any inconvenience or hardship that these matters have caused Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/07/25) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account history and have reversed all outstanding charges remaining on his accountAn updated final invoice has been issued and we can confirm [redacted] 's account has been closed with a $ [redacted] 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
Thank you for forwarding the information provided by [redacted] Upon receipt of the complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com Xplornet’s records show that [redacted] contacted Xplornet to process a transfer of ownership on January 16, 2017, but did not know who the new owners taking over the property would beWhile it was advised that [redacted] would need to have the new customers contact Xplornet to complete the transfer, our records show that a transfer of ownership was never successfully completed by the new home owners and the account remained in [redacted] ***'s name.? In the interest of resolving [redacted] ***’s concerns, Xplornet would agree to process the refund for funds paid during the period of time where he believed that the account had been transferredA refund of $+ taxes has been submitted to our billing department to be processed back to the payment method listed on the accountA refund could take 5-business days to be processed and visible in [redacted] ***’s account If [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/at [redacted] ? to best assist Sincerely,Xplornet Communications
Initial Business Response / [redacted] (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.comOur records show that MrLetel contacted Xplornet to discuss concerns he had with his service experience in January 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 [redacted] later contacted Xplornet in March to have the work order serviced as they were still experiencing degradation with their Xplornet serviceA technician was dispatched April 13, 2017, to realign the antenna installed at their locationTwo 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 siteAs 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 accountA 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/at [redacted] to best assist himOn 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 / [redacted] (2000, 7, 2017/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/03/27) */ 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 March 18, 2017, to inquire about the invoices and subsequent payments withdrawn from her accountUnfortunately our records did not reflect any request to terminate services in September and as such the account was cancelled as of the day [redacted] contacted XplornetIn discussion with a supervisor on March 21, 2017, Xplornet agreed to refund [redacted] the amount of $ [redacted] for months serviceAs outlined in Xplornet's End User Agreement, in Section 9, 'payments', "All charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old." [redacted] As a show of good faith, Xplornet is prepared to refund [redacted] in the amount of two additional month's serviceA refund request of $ [redacted] has been submitted to the billing department and will be returned to the default method of payment listed on [redacted] 's account The refund request should be completed within 5-business days 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 complaintIf [redacted] has any further questions, comments, or concerns, we would ask that she contact us at her earliest convenience - we are available 24/7/at [redacted] to best assist Sincerely, Xplornet Communications
Initial Business Response / [redacted] (**00, 5, 2016/08/05) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the service difficulties he's reported experiencing with his connection speedsBased on our review, technicians have identified that [redacted] 's system is not currently meeting the signal requirements for his service package and have dispatched a work order to address the issueOnce completed we will assess his service experience further and as a gesture of good faith, Xplornet has applied a month service credit ($ [redacted] tax incl.) to his account which will be visible on his next month's invoice With that being said, Xplornet is aware of periods of high traffic volume on the network during peak service periods and acknowledge that during these times [redacted] 's connection speeds may be impactedAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure [redacted] that our network team doing everything within our control to improve the networks performanceIn the interim, [redacted] is receiving a month $ [redacted] service discount and we will continue to work with him in the interest of addressing his ongoing service concerns In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused and thank him for his patience as we wait for his work order to be competed in the interest of restoring his service to meet the requirements for his service plan Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find their technical description of the signal requirements to be inaccurateThe slow speed (less than mb/s and less) is only during the evening hours when there are other customers using the serviceI tested my internet speed at midnight last night to find that I was achieving speeds of mb/sIf there was an issue with the signal requirements, then I would not achieve appropriate speeds during non peak hours [redacted] [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/12/02) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she has reported with her hardware recoveryFirst, we would like thank [redacted] for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardwareXplornet has now confirmed the successful recovery of [redacted] rental hardware and on November 28th a refund of $ [redacted] was processed back to the payment method on file In closing, on behalf of Xplornet we would further like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1***, 5, 2*16/11/1*) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she's raised surrounding her rental hardware recovery and in good faith we have agreed to waive all hardware charges billed to her account To this end, our billing department has reversed all hardware charges billed to [redacted] and a refund cheque of $ [redacted] will be issued for the prorated service credit remainingWe can confirm that no further charges are owed on her account and once her refund is completed, her account will be closed with a $ [redacted] final balance In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her concerns in the interest of reaching a mutually acceptable resolution Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2***, 7, 2*16/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept explornets response, as long as the company stands by their response fully, however I would like this in writing from explornet and sent to my personal home address [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Thank you for forwarding the information provide by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns she's raised relating to the finalization of her Xplornet serviceUnfortunately, due to privacy regulations, our cancellation policy requires us to speak with the account holder directly to complete verification before we are able to complete a cancellation request Regrettably, as [redacted] was unwilling to contact us by phone to finalize her account we could not complete her cancellation request and arranged to have a representative contact her directlyIn reaching out to the contact number on file we were unable to reach [redacted] , and were only able to leave her voicemail messages requesting she contact our Care Centre to complete her cancellation request At this time, in the interest of resolving this matter, we will agree to make an exception to proceed with the cancellation of [redacted] 's account and have instructed our billing department to reverse any outstanding charges remaining on her accountOnce this has been completed [redacted] 's account will be closed in good standing with a $final balance In closing, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response to her concerns Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As a note of interest, I suggested in several of my emails that xplornet could call me directly at the number they had on file or in my cell phone Contrary to their response, I never received a call or voice mail on either number However, I appreciate their response and am satisfied this matter is now closed
Initial Business Response / [redacted] (1000, 5, 2017/01/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history and will agree to waive the early cancellation fee associated with the early termination of his account Having agreed to meet his desired resolution, we hope [redacted] will find this to represent an acceptable resolution and extend our thanks for his time as a valued Xplornet customer Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (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 correspondsThe activation fee on the year agreement is higher than the year as you have the benefit of committing for a shorter period rather than paying the higher amount to activate the serviceWith [redacted] 's particular service package, the year and year agreements charge $ [redacted] and $ [redacted] respectively for new customers on the High Throughput Jupiter serviceHowever, due to the miscommunication and concerns that [redacted] and [redacted] have expressed, Xplornet is willing to put them on a year agreement and will waive the previously discussed $ [redacted] activation fee On behalf of Xplornet, we would like to apologize to [redacted] for any confusion or miscommunicationHis 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 contractXplornet 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 / [redacted] (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 FConcepts is put in a year agreementWe trust you will honor your commitment and not charge us any activation fee whether that be $**, $ [redacted] or another dollar amount ensuring we are put in a year agreement
Initial Business Response / [redacted] (1000, 5, 2016/09/09) */ Thank you for forwarding the information provided by [redacted] in his complaintIn 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 service concerns he's noted following the cancellation of his accountBased on our review, a technical assessment of his system confirmed his signal met the necessary requirements for his service package however where no troubleshooting was competed we could not rule out any external factors that may have impacted his experienceAt the time of his August 24th cancellation request the degradation of the service was the result of his account being suspended for non-payment With that being said, in the interest of resolving his complaint and recognizing that [redacted] has been a longstanding customer, Xplornet will agree to waive the $ [redacted] outstanding balance remaining on his account to complete his cancellation and hope he will find this to represent an acceptable resolution In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter may have caused and thank him for his time as a valued customer Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 Review of the account shows that the subscriber module installed at *** [redacted] 's location was obtaining sufficient signal to support the package but was connecting to more than one access point in the areaIf the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to anotherIn acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend [redacted] 's location to repoint the subscriber moduleNow that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide [redacted] with an improved service experience While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network [redacted] connects to may experience some degradation in experience during periods of higher utilization on the networkUpgrades have been scheduled to add additional capacity to this site in February As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $which will be visible on the December 1, invoice In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that [redacted] experienced and thank him for his patience and understandingIf [redacted] has any further questions, comments, or concerns, we are available 24/7/at [redacted] to best assist Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, Xplornet completed a review of the [redacted] 's account in light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our serviceFirst, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused himWe can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our networkThe specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installedAs with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's [redacted] day money back guarantee policy Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experienceIn completing a review of [redacted] 's system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concernsUnfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the networkWhile our technicians have explained to [redacted] that; pursuant to our Terms of Service (Sec"The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolutionTo this end, in good faith, Xplornet has adjusted [redacted] 's service charges to apply a recurring $ [redacted] discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolvedFurther to this, Xplornet will also commit to extending [redacted] 's money back guarantee period by an additional [redacted] days to January 25, allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 12, 2016/01/04) */ Good morning, I apologize for not getting back you by the day deadline but unfortunately with the holidays, I fell behindI have also been waiting over weeks for the company to respond to additional concerns that have come up Additional issues on this file include: - I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately mbps in the eveningsThis is 4% of my stated plans maximum and would not even allow me to watcha minute [redacted] video without it stalling multiple times to the point where I gave upIt is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount - Daytime rates have dropped significantlyThis is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximumOr even half that rate - The company has proceeded to charge me the full amount even though it has stated here that it would apply a $ [redacted] discount on an ongoing basis until the company was able to resolve the issuesI have not seen any refund processed - The support staff have told me that mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager - The company in its response stated that I was told that I would have a [redacted] day refund periodThat is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clientsI was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all timesI asked on peak hour policiesI informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signalI informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable serviceI informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong serviceI also informed the technician of this fact when he came to do the site assessment [redacted] and now I am expected to bear the cost of paying more for lessThis is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contractI will incur significant cost or be forced to sign into another contract to reestablish my prior service - The company continues to aggressively advertise its services in my area and that it can rovide plans with up to mbps download speeds when it has admitted its response that it does not have the capacity to deliver these servicesThis is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing [redacted] Final Business Response / [redacted] (4000, 14, 2016/01/11) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the networkOur Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available With respect to [redacted] 's experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completedTo this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke withAs we've noted, [redacted] 's concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $ [redacted] monthly discount until the issue is addressed, and have extended his [redacted] day money back guarantee period by a full [redacted] days to provide him with additional time to determine if he wishes to maintain the serviceThe credit was applied to [redacted] 's account in December and was reflected on his December 25th service invoice As an additional gesture of good will, Xplornet has requested our billing department credit [redacted] 's account for his initial one time activation fee of $ [redacted] Further to this, if [redacted] continues with our service following the completion of his extended [redacted] day money back guarantee period Xplornet will waive the remainder of his year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 11, 2015/12/30) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review Since receiving notice of her complaint, Xplornet has completed a review of [redacted] account history in light of the concerns she's raised surrounding her current service experience and the costs associated with upgrading to our new LTE serviceBased on our review, we have identified that [redacted] account is currently awaiting an upgrade to our LTE platform and we anticipate her conversion will be completed in early As part of the conversion process we have explained to [redacted] that a site survey must be completed, and dealers are permitted to bill customers a fee for their work if they are unable to attain signal for the serviceAll information regarding what is and is not covered as part of our basic installation process is outlined on our website and can be reviewed at [redacted] With respect to her service concerns, Xplornet recognizes that [redacted] contacted us on [redacted] to report issues with her connection speeds however where she declined our offer to troubleshoot we have been unable to diagnose any problems specific to her current [redacted] based Fixed Wireless serviceIf she continues to experience difficulties with her service, we would encourage her to contact our Care Centre @ [redacted] to speak with a technician to complete proper troubleshooting to diagnose any potential service issues In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we work towards completing her LTE upgrade in the New Year Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I guess I have no choice but to wait patientlyEvenThough I have had nothing but troubles for yearsHopefully you will contact me soon as I have been waiting months and it's now [redacted] I don't have the time or the patience to keep fighting over something that you clearly won't fixI look forward to the upgrade and hopefully this will take care of the problem [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/15) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he's raised relating to the cancellation of his serviceBased on our review, we've identified that [redacted] 's account was placed on a temporary month loyalty suspension in February after he contacted our Care Centre to advise that his computer was no longer workingAs we did not hear back from [redacted] , his services were reactivated automatically at the end of his temporary suspension and charges resumed in line with the terms of his service agreement That being said, recognizing that [redacted] was no longer under contract at the time his services were unsuspended and his system showed minimal usage, Xplornet is prepared to backdate his cancellation request to the date his service was reactivatedTo this end, we have instructed our billing department to issue a refund for all payments we received from [redacted] after August 22, once we are able to recover the Xplornet rental hardware associated with his account In closing, we would like to extend our apologies to [redacted] for any misunderstanding that resulted when he discussed the finalization his account along with our regrets for and inconvenience this matter has causedWe would also like to thank him for his time as a valued Xplornet customer and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Thank you for forwarding the information provided by Ms [redacted] in her complaintWe have completed a formal review of her account history and present the following for review After being notified of Ms***'s cancellation request the matter was reviewed internallyBased on the time she had been with us, and where she had raised concerns about her usage requirements during her initial days, the decision to charge a cancellation penalty was rescindedIn light of this, Xplornet did not bill Ms [redacted] an early cancellation fee Following that decision agents attempted to reach Ms [redacted] on multiple occasions to inform her that we would not be billing a cancellation penaltyRegrettably, after leaving multiple messages at the contact number on file, we did not hear back from Ms [redacted] and proceeded with the cancellation of her account; in line with her request, issuing a work order to complete the recovery of the rental hardware in her possession At this time, the dealer has confirmed they were able to recover the external rental hardware, but have not been able to retrieve the service modemThey have noted making several unsuccessful attempts to reach Ms [redacted] to discuss the return of the modemTo this end, we would encourage Ms [redacted] to follow up with the dealer, [redacted] to facilitate the return of the modemShe can do so by arranging to have the dealer back out to her residence or by dropping the modem off at their office and retaining a receipt of the return In closing, Xplornet would again wish to emphasize that the charge billed to Ms [redacted] is not an early cancellation penalty but a hardware charge for equipment which she has not yet returnedOnce we are able to confirm the return of the service modem, the hardware charge billed to her account will be removed Thank you, 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 serviceUpon 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 concernsXplornet has offered [redacted] an increase to $20/month in discounts in acknowledgement of the concerns he has addressed in his complaintIn 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 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 areaAt 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/at [redacted] to best assist himOn behalf of Xplornet I would like to thank [redacted] for his patience and understanding while reviewing this matterSincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/05/31) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history and we will not be seeking to hold him to his early cancellation feeTo this end, a credit has been applied to [redacted] 's account to offset the costs associated with the charge and the adjustment will be reflected on his final invoice In closing, we would like to thank [redacted] for his time as a valued customer and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/07) */ Received consumer response So thats good but they took next month payment of $ [redacted] from my credit card which I they owe me Final Business Response / [redacted] (4000, 12, 2017/06/14) */ Thank you for forwarding the response provided by [redacted] to our attentionIn response, the following is available for review [redacted] can expect his refund in 5-business days Sincerely, Xplornet Communications
Initial Business Response / [redacted] (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 day money back guarantee period Mrs [redacted] called in on [redacted] to have her services cancelled on [redacted] *, as part of our day money back cancellation policyAs we indicated at the time of her call, it could take up to days to finalize the cancellation of the account with equipment retrievalDuring this discussion, we advised there could be another withdrawal made to the payment method on file for ***'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 locationMrs [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 ($taxes included) has been submitted to our billing departmentThe refund process can take up to 4-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]
Initial Business Response / [redacted] (1000, 7, 2016/12/16) */ Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account to assess the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionBased on our review, we have identified that the network she connect to for service does experience periods of heavy usage which can have an impact on her connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customersXplornet continues to invest in our network to address these types of situations as they are identified to minimize the impact to our customers but regrettably we do not currently have a specific timeframe for when the issue will be resolved In the interim, while we continue to work towards addressing the issue, Xplornet has increased the month service discount [redacted] is receiving from $ [redacted] to $ [redacted] and she maintains the option to downgrade to a lower tiered plan if she is not satisfied with the speeds she is receiving on her 25Mbps service packageWith that said, if she remains unsatisfied with her service experience Xplornet will agree to waive her contract commitment and will not seek an early cancellation fee if he decides to end her services In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we continue to work toward improvements to the network Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you, I appreciate the responseUnfortunately, this doesn't solve the issue"Slowdowns" are one thing, but loss of connection on a regular basis is anotherWhile I completely understand that there was no guarantee of a certain speed in the contract, having kbps several times a day is simply not providing the service at all Xplornet is fully aware that the towers are overloaded in my area - as they have clearly stated in their response - and yet continue to add clients, which hinders the service even moreI assume that they are also aware that they are the only internet provider in my area, which is why they continue to add clients, they have a monopoly in this areaI can't work without the internet so cancelling the service is not an optionSwitching my account to a slower speed will only slow my service even more (lowering my CINRand CINRnumbers to Mbps rather than Mbps), which would only make things worseI appreciate the additional discount, but this isn't about money - I simply want "fast and reliable high-speed internet" as is stated on the home page of Xplornet's websiteAlso on their website under Why Choose Xplornet: "fast speeds to stream video and play online games" - this is what I thought I was getting I do not want the Revdex.com to close this complain as "satisfied" because I am notHowever, there is obviously no resolution to this issue until Xplornet expands their network bandwidthWill the EchoStar XIX satellite improve my service in 2017? If so, does Xplornet have an idea of when I could expect better speeds? Thank you [redacted] Final Business Response / [redacted] (4000, 16, 2016/12/28) */ Thank you for forwarding the response provided by [redacted] After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account to assess the difficulties she's reported with her connection speedsWe again would like to extend our apologies for any inconvenience this matter has caused [redacted] and thank her for taking the time to bring her concerns to our attentionOur records show that while her signal is sufficient to support the package that she subscribes to, the network that she connects to does experience periods of high utilization which can cause subscribers to note degradation in connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted] 's areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds, we are committed to ensuring we provide the best service experience possible for our customersThat being said, degradation in connection speeds should not cause [redacted] to lose connection completely and if she is losing service and unable to connect we would ask that she calls us to troubleshoot at her earliest convenienceWe are available 24/to best assist at [redacted] Xplornet would also like to acknowledge the concerns that [redacted] has raised in regards to downgrading her service packageThe CINRand CINRnumbers represent the signal strength that the subscriber module is obtaining from the tower that [redacted] connects toThese figures are not tied to the package and would not be impacted should [redacted] choose to downgrade her service package to the LTE-plan In closing, on behalf of Xplornet, I would like to thank [redacted] for bringing this matter to our attention and apologize for any inconvenience or hardship that these matters have caused Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/07/25) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account history and have reversed all outstanding charges remaining on his accountAn updated final invoice has been issued and we can confirm [redacted] 's account has been closed with a $ [redacted] 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
Thank you for forwarding the information provided by [redacted] Upon receipt of the complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com Xplornet’s records show that [redacted] contacted Xplornet to process a transfer of ownership on January 16, 2017, but did not know who the new owners taking over the property would beWhile it was advised that [redacted] would need to have the new customers contact Xplornet to complete the transfer, our records show that a transfer of ownership was never successfully completed by the new home owners and the account remained in [redacted] ***'s name.? In the interest of resolving [redacted] ***’s concerns, Xplornet would agree to process the refund for funds paid during the period of time where he believed that the account had been transferredA refund of $+ taxes has been submitted to our billing department to be processed back to the payment method listed on the accountA refund could take 5-business days to be processed and visible in [redacted] ***’s account If [redacted] has any further questions, comments, or concerns, Xplornet is available 24/7/at [redacted] ? to best assist Sincerely,Xplornet Communications
Initial Business Response / [redacted] (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.comOur records show that MrLetel contacted Xplornet to discuss concerns he had with his service experience in January 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 [redacted] later contacted Xplornet in March to have the work order serviced as they were still experiencing degradation with their Xplornet serviceA technician was dispatched April 13, 2017, to realign the antenna installed at their locationTwo 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 siteAs 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 accountA 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/at [redacted] to best assist himOn 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 / [redacted] (2000, 7, 2017/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/03/27) */ 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 March 18, 2017, to inquire about the invoices and subsequent payments withdrawn from her accountUnfortunately our records did not reflect any request to terminate services in September and as such the account was cancelled as of the day [redacted] contacted XplornetIn discussion with a supervisor on March 21, 2017, Xplornet agreed to refund [redacted] the amount of $ [redacted] for months serviceAs outlined in Xplornet's End User Agreement, in Section 9, 'payments', "All charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old." [redacted] As a show of good faith, Xplornet is prepared to refund [redacted] in the amount of two additional month's serviceA refund request of $ [redacted] has been submitted to the billing department and will be returned to the default method of payment listed on [redacted] 's account The refund request should be completed within 5-business days 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 complaintIf [redacted] has any further questions, comments, or concerns, we would ask that she contact us at her earliest convenience - we are available 24/7/at [redacted] to best assist Sincerely, Xplornet Communications
Initial Business Response / [redacted] (**00, 5, 2016/08/05) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the service difficulties he's reported experiencing with his connection speedsBased on our review, technicians have identified that [redacted] 's system is not currently meeting the signal requirements for his service package and have dispatched a work order to address the issueOnce completed we will assess his service experience further and as a gesture of good faith, Xplornet has applied a month service credit ($ [redacted] tax incl.) to his account which will be visible on his next month's invoice With that being said, Xplornet is aware of periods of high traffic volume on the network during peak service periods and acknowledge that during these times [redacted] 's connection speeds may be impactedAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in his area but we can assure [redacted] that our network team doing everything within our control to improve the networks performanceIn the interim, [redacted] is receiving a month $ [redacted] service discount and we will continue to work with him in the interest of addressing his ongoing service concerns In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused and thank him for his patience as we wait for his work order to be competed in the interest of restoring his service to meet the requirements for his service plan Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find their technical description of the signal requirements to be inaccurateThe slow speed (less than mb/s and less) is only during the evening hours when there are other customers using the serviceI tested my internet speed at midnight last night to find that I was achieving speeds of mb/sIf there was an issue with the signal requirements, then I would not achieve appropriate speeds during non peak hours [redacted] [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/12/02) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she has reported with her hardware recoveryFirst, we would like thank [redacted] for bringing her concerns to our attention and extend our apologies for the delays she's experienced with the recovery of her rental hardwareXplornet has now confirmed the successful recovery of [redacted] rental hardware and on November 28th a refund of $ [redacted] was processed back to the payment method on file In closing, on behalf of Xplornet we would further like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1***, 5, 2*16/11/1*) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she's raised surrounding her rental hardware recovery and in good faith we have agreed to waive all hardware charges billed to her account To this end, our billing department has reversed all hardware charges billed to [redacted] and a refund cheque of $ [redacted] will be issued for the prorated service credit remainingWe can confirm that no further charges are owed on her account and once her refund is completed, her account will be closed with a $ [redacted] final balance In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her concerns in the interest of reaching a mutually acceptable resolution Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2***, 7, 2*16/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept explornets response, as long as the company stands by their response fully, however I would like this in writing from explornet and sent to my personal home address [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Thank you for forwarding the information provide by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns she's raised relating to the finalization of her Xplornet serviceUnfortunately, due to privacy regulations, our cancellation policy requires us to speak with the account holder directly to complete verification before we are able to complete a cancellation request Regrettably, as [redacted] was unwilling to contact us by phone to finalize her account we could not complete her cancellation request and arranged to have a representative contact her directlyIn reaching out to the contact number on file we were unable to reach [redacted] , and were only able to leave her voicemail messages requesting she contact our Care Centre to complete her cancellation request At this time, in the interest of resolving this matter, we will agree to make an exception to proceed with the cancellation of [redacted] 's account and have instructed our billing department to reverse any outstanding charges remaining on her accountOnce this has been completed [redacted] 's account will be closed in good standing with a $final balance In closing, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and we hope she will find this to represent an acceptable response to her concerns Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As a note of interest, I suggested in several of my emails that xplornet could call me directly at the number they had on file or in my cell phone Contrary to their response, I never received a call or voice mail on either number However, I appreciate their response and am satisfied this matter is now closed
Initial Business Response / [redacted] (1000, 5, 2017/01/13) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history and will agree to waive the early cancellation fee associated with the early termination of his account Having agreed to meet his desired resolution, we hope [redacted] will find this to represent an acceptable resolution and extend our thanks for his time as a valued Xplornet customer Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (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 correspondsThe activation fee on the year agreement is higher than the year as you have the benefit of committing for a shorter period rather than paying the higher amount to activate the serviceWith [redacted] 's particular service package, the year and year agreements charge $ [redacted] and $ [redacted] respectively for new customers on the High Throughput Jupiter serviceHowever, due to the miscommunication and concerns that [redacted] and [redacted] have expressed, Xplornet is willing to put them on a year agreement and will waive the previously discussed $ [redacted] activation fee On behalf of Xplornet, we would like to apologize to [redacted] for any confusion or miscommunicationHis 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 contractXplornet 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 / [redacted] (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 FConcepts is put in a year agreementWe trust you will honor your commitment and not charge us any activation fee whether that be $**, $ [redacted] or another dollar amount ensuring we are put in a year agreement
Initial Business Response / [redacted] (1000, 5, 2016/09/09) */ Thank you for forwarding the information provided by [redacted] in his complaintIn 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 service concerns he's noted following the cancellation of his accountBased on our review, a technical assessment of his system confirmed his signal met the necessary requirements for his service package however where no troubleshooting was competed we could not rule out any external factors that may have impacted his experienceAt the time of his August 24th cancellation request the degradation of the service was the result of his account being suspended for non-payment With that being said, in the interest of resolving his complaint and recognizing that [redacted] has been a longstanding customer, Xplornet will agree to waive the $ [redacted] outstanding balance remaining on his account to complete his cancellation and hope he will find this to represent an acceptable resolution In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter may have caused and thank him for his time as a valued customer Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 Review of the account shows that the subscriber module installed at *** [redacted] 's location was obtaining sufficient signal to support the package but was connecting to more than one access point in the areaIf the subscriber module is able to retain sufficient signal levels from multiple access points, the connection may experience some degradation or intermittency when it switches from one point to anotherIn acknowledgement of this being a point of concern, Xplornet arranged to have a service technician attend [redacted] 's location to repoint the subscriber moduleNow that the work order has been completed, the subscriber module is pointed to the Red Deer West access point which should provide [redacted] with an improved service experience While the signal readings and experiences are improved on this site, Xplornet acknowledges that the network [redacted] connects to may experience some degradation in experience during periods of higher utilization on the networkUpgrades have been scheduled to add additional capacity to this site in February As a show of good faith, in acknowledgement of any hardship or inconvenience this may have caused, Xplornet has applied a credit in the amount of $which will be visible on the December 1, invoice In conclusion, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that [redacted] experienced and thank him for his patience and understandingIf [redacted] has any further questions, comments, or concerns, we are available 24/7/at [redacted] to best assist Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, Xplornet completed a review of the [redacted] 's account in light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our serviceFirst, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused himWe can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our networkThe specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installedAs with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's [redacted] day money back guarantee policy Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experienceIn completing a review of [redacted] 's system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concernsUnfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the networkWhile our technicians have explained to [redacted] that; pursuant to our Terms of Service (Sec"The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolutionTo this end, in good faith, Xplornet has adjusted [redacted] 's service charges to apply a recurring $ [redacted] discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolvedFurther to this, Xplornet will also commit to extending [redacted] 's money back guarantee period by an additional [redacted] days to January 25, allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 12, 2016/01/04) */ Good morning, I apologize for not getting back you by the day deadline but unfortunately with the holidays, I fell behindI have also been waiting over weeks for the company to respond to additional concerns that have come up Additional issues on this file include: - I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately mbps in the eveningsThis is 4% of my stated plans maximum and would not even allow me to watcha minute [redacted] video without it stalling multiple times to the point where I gave upIt is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount - Daytime rates have dropped significantlyThis is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximumOr even half that rate - The company has proceeded to charge me the full amount even though it has stated here that it would apply a $ [redacted] discount on an ongoing basis until the company was able to resolve the issuesI have not seen any refund processed - The support staff have told me that mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager - The company in its response stated that I was told that I would have a [redacted] day refund periodThat is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clientsI was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all timesI asked on peak hour policiesI informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signalI informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable serviceI informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong serviceI also informed the technician of this fact when he came to do the site assessment [redacted] and now I am expected to bear the cost of paying more for lessThis is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contractI will incur significant cost or be forced to sign into another contract to reestablish my prior service - The company continues to aggressively advertise its services in my area and that it can rovide plans with up to mbps download speeds when it has admitted its response that it does not have the capacity to deliver these servicesThis is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing [redacted] Final Business Response / [redacted] (4000, 14, 2016/01/11) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the networkOur Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available With respect to [redacted] 's experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completedTo this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke withAs we've noted, [redacted] 's concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $ [redacted] monthly discount until the issue is addressed, and have extended his [redacted] day money back guarantee period by a full [redacted] days to provide him with additional time to determine if he wishes to maintain the serviceThe credit was applied to [redacted] 's account in December and was reflected on his December 25th service invoice As an additional gesture of good will, Xplornet has requested our billing department credit [redacted] 's account for his initial one time activation fee of $ [redacted] Further to this, if [redacted] continues with our service following the completion of his extended [redacted] day money back guarantee period Xplornet will waive the remainder of his year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter Thank you, Xplornet Communications Inc