Initial Business Response / [redacted] (1000, 5, 2016/07/22) */ 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 in light of the difficulties he's reported following his recent loss of service and the subsequent cancellation of his account Based on our review, we understand the work order issued to complete repairs to restore [redacted] 's service was not able to be completed within an acceptable timeframe and for this we apologizeAs a gesture of good will we have reapplied a one month credit of $ [redacted] to [redacted] 's account and have issued an additional credit of $ [redacted] to offset the early cancellation fee that was billed to his account In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response to his complaint Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied that Xplornet was expedient in this matterUnfortunately, it only became so once it was reported to Revdex.comIt was funny, in a way, when no one could come and restore my internet in three weeks but they sure found the time after I cancelled their service to come to my home and remove their equipment! Called on a Wednesday night and they were here on the Saturday!!!!
Initial Business Response / [redacted] (1000, 13, 2017/05/19) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet completed a review of the account we believe to be referenced in [redacted] 's complaint however as she not an authorized user associated with the account we are unable to comment on any account specific information due to privacy concernsFor [redacted] to be added as an authorized user the full account holder would need to contact our Care Centre at [redacted] to request she be added to the account With that being said, we would like to assure [redacted] that we understand her concerns and while slowdowns can occur during periods of high traffic volume Xplornet is investing heavily to improve network performanceTo this end, Xplornet can confirm upgrades are planned to be completed in [redacted] 's service area later this summer and we appreciate her patience as we work to make necessary improvements to the network In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for the difficulties she's reported and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 15, 2017/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However I just recieved another email with a bill for over $dollarsI just want to make sure this is resolved properly given the past history we’ve hadThank you for your understanding
Initial Business Response / [redacted] (1000, 5, 2016/10/21) */ Thank you for forwarding the information provided from [redacted] to our attention Upon receipt of his complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com The package that [redacted] subscribed to when first connecting with the Xplornet internet services provided speeds up to mb/s with 10GB of usage per monthAs [redacted] was using the internet beyond the usage provided with the package, he would have experienced degraded speeds of up to 300kbps when the usage threshold was exceededOur records show that [redacted] contacted Xplornet on October 11, 2016, and agreed to upgrade to the next package up which would allow for 25GB of data which would better meet his usage needsA recurring credit of $**/month was applied to the account to match the price that he had been paying previouslyHowever, should [redacted] still be looking to cancel his services with Xplornet, as a show of good faith, we would be willing to waive any termination fees associated with the cancellation his account In closing, on behalf of Xplornet, I would like to express our apologies for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint
Initial Business Response / [redacted] (1000, 5, 2016/09/16) */ 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 [redacted] 's complaint in order to address the concerns that he's reported relating to his service experienceOur records show that we have recently been in contact with [redacted] to address the technical issues he has been experiencing with his LTE Fixed Wireless service since the conversion in June and a work order has been completed to improve his service experience Upon completion of the work order, our technicians have reviewed his connection and have determined that the signal coming through the subscriber module is performing optimally and as expectedReview of the network that [redacted] connects to also shows that the traffic levels are relatively low and that he should be seeing a positive service experience moving forward In light of the concerns that [redacted] has raised, Xplornet would like to offer him a month service credit onto his next invoiceThis would show as a credit of $ [redacted] and go towards future months of 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) tHE RESPONSE DOES I WILL ACCEPT THE $ [redacted] FOR ALL THE WASTED TIME AND [redacted] SERVICE, EG BEING UPGRADED BY SALES AND THEN FINDING OUT, [redacted] , FROM THE TECHY THAT xPLORONET DID NOT HAVE CAPABILITY TO DELIVER Now that they have sent Audio source on site, finally, let's see if the problem is fixed Final Consumer Response / [redacted] (2000, 8, 2016/09/20) */
Initial Business Response / [redacted] (1000, 5, 2017/04/18) */ 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 his complaint to the Revdex.com Our records show that [redacted] was installed on the LTE Fixed Wireless service on January 6, 2016, on the LTE-packageNear the end of January, [redacted] reached out to Xplornet to discuss upgrading his package but the signal was not strong enough to support the higher planAs the signal on [redacted] 's subscriber module was trending below the requirements for his existing package, a work order was dispatched to a local service technician to realign his antennaA local service technician attended [redacted] 's location along with Xplornet's field technicians in February and they determined that his signal could not be improved and that the LTE-package would not be attainable; the service would be as is In May 2016, [redacted] contacted Xplornet as he was experiencing intermittent service issuesAdditional panels were added that month to the tower that [redacted] connects to and a service technician was dispatched to his location to repoint once the upgrades had been completedThe unit was moved and re-aligned to the best experienceThe panel that [redacted] was connecting to after the work order was on a different frequency than the one he'd been connecting to prior and, as such, the signal requirements needed to be stronger in order to support his service package In discussion with [redacted] in November, Xplornet dispatched another service technician to adjust his antenna as he reported that he was having ongoing issues and adjusted the recurring discount he'd had previously on his account to $**/month until the issues were resolvedLater that month, frequency changes were made on the tower and the frequency was adjusted to reflect that of the panel he'd connected to when the service was first installed [redacted] 's signal requirements are currently meeting the requirements for the package he subscribes to and the sector he connects to shows a positive experience In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining satisfactory resolution to his complaintIf [redacted] is still experiencing issues with his service, or has any questions, comments, or concerns, Xplornet would ask that he call in to technical support at the time the issue is persisting to address his concerns in real timeOur technical support is available 24/7/to best assist at [redacted] Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/03/03) */ 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 history in light of the concerns she's noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess [redacted] 's connection to diagnose any potential problems her system In assessing her connection we were able to verify that [redacted] 's system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speeds As with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, [redacted] With respect to our warranty coverage, while [redacted] 's current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere [redacted] 's labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if [redacted] continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at [redacted] to speak with a technical support representative Xplornet's Service & Warranty policies can be reviewed on our website, [redacted] In closing, 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 Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/03/02) */ Thank you for forwarding the information provided by [redacted] Upon receipt of the complaint, review of our records was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com Unfortunately the customer information provided in the complaint to the Revdex.com by [redacted] does not match an account in our systemTo keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account to an unauthorized contact on an Xplornet account If the account may be listed under another name, please have the full account holder contact us at [redacted] where we can assist with [redacted] 's request and update authorized users on file for future support in regards to the account We are available 24/7/ Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is on mass scale with this company Xplornet they purposely slow down internet connections to customers which makes your internet service in the country un usableThey will send you notification that you have used ***% of allowed data and then turns off the service so you can't use it anymoreIt is very unethical way to provide service to a paying customerWhen I can't run my business because they purposely slow down internet speeds to the point can't use it, it becomes a problem and they offer no resolution
Initial Business Response / [redacted] (1000, 5, 2016/09/23) */ 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 in light of the concerns he's raised relating to the consistency of his connection speedsBased on our review we have identified that the network he connects to for service experiences periods of high usage volume which can have an impact on his connection based on the shared access nature of our service As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize as a known issue in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, we would like to reassure [redacted] that our Network and Engineering teams are working to address the issue and continue to do everything within our control to improve the network's performance Regrettably, we do not presently have a timeframe we can provide [redacted] for when this issue will be rectified but in the interim as a sign of good faith we have placed a month credit of $ [redacted] (taxes incl.) on his account along with a recurring $ [redacted] monthly discount which he will continue to receive until the issue has been resolved [redacted] also maintains the option of downgrading to a lower service plan if he finds it to be more in line with the speeds he is receiving and if he remains unsatisfied with his ongoing experience he is under no obligation to maintain the service In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his patience as we continue to work towards improving the service experience in his area Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/10/11) */ I have been very busy with pre moving and trying to settle into a new jobOnly gave your email a cursory glanceI would like to thank you for your effort in this matterI would like to state for the record that the matter is not satisfactorily resolvedI still have a contract I can not get out of coupled with a basically useless internetYou did manage to get a typical company fluff reply out of themI wish I had never filed the complaint as my internet is now worse than everCall me a nut job but I used to be able to tell when the net was going to be uselessIt is now unusable pretty much all dayThe current time is 15:mountain and my speed is uselessI should have it back around midnightFunny that when I first signed on there were no problems with the speedIt would drop during peak hours but only to aprx 10MbpsStill a useable speedDuring the time it has taken me to type this I still do not have a result for my speed testStill waiting 15:15:finally done1.3MbpsAbout 1/20th the speed I am paying forI log all of my results with the server so this is not anecdotal evidenceI understand that your organization is basically a paper tiger but thank you for at least tryingI will be moving next year and a main cause is xplornetI have a ton of online training that must be completed every month in order for me to maintain my certification and the internet is the way it is doneWhile I am a valuable employee, the company is not going to send me out to [redacted] or times a month for trainingThis is done through virtual school and xplornet is directly effecting my ability to make a living through their blatant liesI guess that until I form a company big enough to hire lobbyist's that will allow me to legally rob people ( [redacted] .) I will have to come to peace with the fact that there is nothing that can be done and I will effectively have been robbed of $*** The only thing I can state is that I do not want a resolved satisfactorily put on this case Again thank you for at least trying ***
Thank you for forwarding the information provided by [redacted] Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his fixed wireless serviceUpon receipt of [redacted] ’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com Review of the rental hardware installed at [redacted] ’s location shows that the requirements for the service package he subscribes to are being met and that the hardware is in good working conditionThat being said, Xplornet acknowledges that during periods of higher utilization on the network, [redacted] may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in [redacted] ’s area, Xplornet has proposed upgrades to the tower he connects to but do not have projected dates for completion at this timeIn the interim, until the service experience has improved on the network that [redacted] connects to, Xplornet is prepared to offer him a $20/month discount until the issues have been resolved In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 10, 2017/09/18) */ [redacted] has called Xplornet advising of service issues on separate occasions Unfortunately no issues were identified in our first contact on June 25, with [redacted] and the call was dropped for unknown reasonsA 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, due to service issues which were explained to [redacted] as being due to being suspended for non-paymentXplornet has not received payment from [redacted] since June 5, [redacted] 's service was suspended on September 1, for non-paymentAt this time Xplornet would normally require an **% one-time payment and a payment arrangement for the remainder in order to reactivate [redacted] 's serviceXplornet 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 / [redacted] (3000, 12, 2017/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to making a **% paymentI am not paying **% of something that I do not haveWhen they fix the problem I will start paying for the service at that timeI have been hearing numerous other complaints about this companyI am not very happy with this service and their attitude as far a fixing the problem Final Consumer Response / [redacted] (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 / [redacted] (4000, 18, 2017/09/22) */ Xplornet feels it has made its offer of accepting **% in good faith and cannot accept a payment of months' worth of service as this is roughly **% of what [redacted] owes at this timeAs 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 reactivatedIf issues are identified Xplornet will compensate for the length of time that these issues were present
Initial Business Response / [redacted] (1000, 5, 2016/05/12) */ 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 and have agreed to waive the remainder of his service agreementIn doing so, we have reversed the early cancellation fee he was billed and having confirmed the recovery of our rental hardware on May 9th, there are no further charges owing on his account Our billing department will be issuing a refund for the credit balance remaining on [redacted] 's account shortly and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused him In closing, we hope [redacted] will find this to represent an acceptable response and thank him for his patience as we investigated his concerns in the interest of reaching a mutually acceptable resolution Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Thank you for forwarding the information provided by [redacted] In response, Xplornet provides the following for review In receiving [redacted] 's complaint, we would first like to extend our apologies for the difficulties she reported with her service experience and for the delays she's encountered while awaiting a conversion to our LTE network in the interest of improving her serviceRegrettably, we have experienced unanticipated delays related to hardware shortages and sincerely regret any inconvenience this matter has caused [redacted] Xplornet is currently working to complete LTE upgrades and service conversions as quickly as possible As [redacted] noted in her complaint, Xplornet has credited her account to offset her service charges based on the difficulties she's experience on her current platform and are confident that in converting to our LTE network she will be satisfied with her upgraded service experienceHowever, we understand the delays have represented an inconvenience to [redacted] and in recognition of her patience; Xplornet is willing to meet the desired resolution she has requested in her complaintTo this end, while we hope she will reconsider, if [redacted] wishes to finalize her account prior to her LTE conversion, Xplornet will agree to waive her early cancellation fee In closing, we hope that in agreeing to meet [redacted] 's desired resolution she will find this to represent an acceptable response to her complaint and on behalf of Xplornet we would again wish to extend our regrets for any inconvenience or frustration this matter has caused her Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 11, 2016/08/18) */ 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 history in light of the concerns she's raised relating to her existing service experience and the upgrade options available at her locationBased on our review technicians have identified that a work order would be required to restore [redacted] 's service but where she is outside of warranty coverage we have also provided her with the option of upgrading to our LTE service platform [redacted] spoke with an Xplornet supervisor on August 11th who has since clarified the options available at her location with respect to our LTE service plans including those more in line with her current service package and have noted that she under no obligation to complete the upgrade if she does not wish to do soWith that being said, in order to address her existing service concerns a work order is required and [redacted] would be responsible for the costs associated with repairs as her equipment warranty has expired Xplornet is currently waiting to hear back from [redacted] to confirm how she would prefer to proceed after the supervisor she spoke followed up by email to document her available service optionsShe can notify us of her decision by contacting our Care Centre [redacted] and a credit will be applied to her account for any documented downtime associated with her loss of service In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) This response is more than ten days after the fact August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not Xplornet [redacted] My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit card [redacted] The issue has not be reified, so we have reverted to solving the issue ourselvesI have request [redacted] to come hook up their services, f [redacted] eBut if they check their records and emails, they would see that my [redacted] , sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks [redacted] Xplornet can come pick up their dish that is laying on our lawn Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card [redacted] Final Consumer Response / [redacted] (3000, 17, 2016/08/19) */ This response is more than ten days after the fact August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not XplornetThey are not a credited company, from service to emails My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit cardBut we know what kind of a company that Xplornet is that, that will take months to receive weeks of funds, if any The issue has not be reified, so we have reverted to solving the issue ourselvesI have request [redacted] to come hook up their services, for less then Xplornet and we now have faster great working experienceBut if they check their records and emails, they would see that my [redacted] , sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks Larry Oddan Account # [redacted] " Xplornet can come pick up their dish that is laying on our lawn Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card [redacted] Final Business Response / [redacted] (4000, 19, 2016/08/24) */ Thank you for forwarding the rebuttal submitted by [redacted] to our attention We have confirmed the receipt of [redacted] 's email; in line with his request Xplornet has proceeded with the finalization of their account and a prorated credit has been applied to offset the remainder of their August 'service charges Furthermore, with respect to their compensation request, Xplornet has issued a month credit to their account and our billing department processed a refund totaling $ [redacted] (taxes in) on August 23rdThey should expect to see their refund deposited back to the payment method on file within the next 24-business hours In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and [redacted] and thank them for their time as valued Xplornet customers Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ 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 with her service experience and her request to have her outstanding balance waivedBased on our review, we've confirmed that the [redacted] agreed to a year service commitment on our [redacted] Satellite network and their services were installed on July 28th, As part of our service activation process, customers are required to confirm their service agreement by completing our Customer Activity Centre, at which time they verify their contact and billing information, and acknowledged they have read and accept our Terms of ServiceOur records reflect the [redacted] completed this process on August 8th and following their activation, they were provide a full day money back guarantee period to ensure they were satisfied with the service before becoming bound to their contract term The first time we received a report of service concerns from the [redacted] was on October 5th at which time they reported a problem with their browsing experienceThe dealer then verified their connection was within the guidelines of their service packageWe heard back from [redacted] in November 2015, at which time she reported problems navigating to specific sites online, but we were unable to completed proper troubleshooting as she was unable to bypass her routerXplornet recommended that she contact her router manufacturer for assistance or callback for additional support once she was able to establish a direct connection to the modem The [redacted] did not complete further troubleshooting and contacted our Care Centre on December 7th to request their account be cancelled but we were able to reach an agreement to place their service on a no-charge seasonal suspension until they returned to the locationUnfortunately, due to the timing of the suspension they received an automated invoice that was generated prior to the agreement to suspend their service without charge and they followed up with us on December 28th to finalize their account, despite our assurances that the adjustment would be reflected on the following months invoice and after being advised they would be responsible for an early cancellation fee of $ [redacted] (before tax) Having said this, in the interest of reaching a mutually acceptable resolution with the [redacted] Xplornet has reduced the early cancellation fee billed to their account by 50%, from [redacted] to $ [redacted] (before tax) and as a further gesture of good will, we have also issued a month service credit of [redacted] (before tax) to their account In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused the [redacted] and hope they will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes we had a contract for service which them didn't,t provide and I,be been calling them since August telling them I had no service I did trouble shooting times where nothing worked each time I was one the phone with them I don't have time to be doing this or do I expect times and refused to sent anyone to help I had [redacted] in my home in [redacted] for ever [redacted] Final Business Response / [redacted] (4000, 10, 2016/02/23) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review Xplornet's records do not reflect that the [redacted] ' connection was unusable during their time with our serviceThe concerns reported related to intermittent issues when browsing to specific sites which required additional troubleshooting to diagnoseUnfortunately, where the [redacted] did not have access to a device that met Xplornet's system requirements our technicians were unable to complete necessary troubleshooting which required that the [redacted] bypass their router to establish a direct connection to the modem To this end, as we explained in our original response, we reached an agreement with the [redacted] to place their account on a no-charge suspension until they returned to the location in the spring with a supported device to complete further troubleshooting and if necessary, Xplornet would issue a work order under warranty to complete repairs to their rental hardwareRegrettably, this arrangement did not come to fruition as the [redacted] contacted us to finalize their account on December 28th and subsequently completed payment reversals for previously service charges That being said, we understand this matter has been a source of frustration for [redacted] and in good faith, Xplornet has waived the remainder of the early cancellation fee billed to their account as a gesture of good willThis places the total credit we have applied to the [redacted] ' account at $ [redacted] (taxes in) In closing, Xplornet would again wish 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 Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 6, 2017/09/19) */ Thank you for forwarding the information provided by [redacted] Upon receipt of [redacted] 's complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com Our records show that [redacted] spoke with an Xplornet supervisor on September 14, In discussion with the Xplornet representative, [redacted] was offered a one year term with no cost to upgrade to the new serviceThe package [redacted] was offered includes speeds up to Mbps down and up to Mbps up for $***/month [redacted] accepted this offer and a work order was dispatched to a local service technician to come out and complete the service order At this juncture, where [redacted] 's desired resolution has been met, Xplornet would consider the matter to be resolvedIf [redacted] has any other questions, comments, or concerns, we are available 24/7/at [redacted] to best assist Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is what I was offered in the first place but the company then reneged on their offerThey have now re-accepted the deal thanks to the help of the Revdex.com -I surmise!
Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Thank you for forwarding [redacted] concerns to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account and identified that his refund had not yet been issued due to an oversight on our part following the recovery of his rental hardwareWe recognize that this caused [redacted] refund to be delayed and extend our apologies for any inconvenience this may have caused Once we became aware of the issue, [redacted] refund was completed and we have confirmed through our Billing department that the $ [redacted] he was owed was refunded to his [redacted] on [redacted] In closing, Xplornet would again wish to extend our apologies to [redacted] for our oversight, along with the resulting delay to his refund and hope he will find our response to represent an acceptable resolution [redacted]
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of the concerns [redacted] has reported with his connection being incorrectly placed in limited stateIn reviewing the issue we have acknowledged that an error occurred which inadvertently caused [redacted] ’s connection to remain in limited stateDue to the nature of the issue, addressing the problem required further escalation and for this we extend our apologies to [redacted] along with our regrets for any inconvenience he experiencedIn compensation for his difficulties, we would normally offer an out of service credit for the days the issue was experienced (approx$9.99+tax) however as a show of good will we agreed to offer [redacted] a $one-time credit or a month $discount ($value)? With that being said, recognizing [redacted] remains unsatisfied with the compensation he’s been offered, in the interest of reaching an acceptable resolution, Xplornet will increase the credit to his account to cover a full month service charge of $99.99+ tax and the credit will be reflected on his next monthly invoice? With respect to [redacted] ’s request for additional data packages, Xplornet currently offers monthly bandwidth allowances up to 200GB on his satellite platformIf he wishes to increase his usage, he can do so at any time by contacting out Care Centre at [redacted] ? and one of our agents would be happy to assist himIn closing, we would again wish to extend our regrets to [redacted] for his inconvenience and apologize for any frustration his matter has causedWe hope he will find this to represent an acceptable responseSincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/05/26) */ Thank you for bringing the information provided by [redacted] to our attentionIn 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 / [redacted] (1000, 5, 2016/08/19) */ 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 following his recent cancellationOur records reflect that [redacted] signed up on our Xplore10/50GB service plan, agreeing to the terms of a year contract in exchange for a reduced activation fee and free basic installation In order to complete the activation of his account, [redacted] was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section "Early Cancellation" which he completed through our customer activity center on June 8thAs part of the agreement [redacted] received a day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience Xplornet did not receive any reports of service concerns from [redacted] until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service To this end, while we regret that [redacted] was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contractHowever, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $***, representing a 50% reduction to the his original cancellation fee In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties [redacted] has experienced and hope he will find this to represent an acceptable compromise to resolve his complaint Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/07/22) */ 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 in light of the difficulties he's reported following his recent loss of service and the subsequent cancellation of his account Based on our review, we understand the work order issued to complete repairs to restore [redacted] 's service was not able to be completed within an acceptable timeframe and for this we apologizeAs a gesture of good will we have reapplied a one month credit of $ [redacted] to [redacted] 's account and have issued an additional credit of $ [redacted] to offset the early cancellation fee that was billed to his account In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response to his complaint Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied that Xplornet was expedient in this matterUnfortunately, it only became so once it was reported to Revdex.comIt was funny, in a way, when no one could come and restore my internet in three weeks but they sure found the time after I cancelled their service to come to my home and remove their equipment! Called on a Wednesday night and they were here on the Saturday!!!!
Initial Business Response / [redacted] (1000, 13, 2017/05/19) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet completed a review of the account we believe to be referenced in [redacted] 's complaint however as she not an authorized user associated with the account we are unable to comment on any account specific information due to privacy concernsFor [redacted] to be added as an authorized user the full account holder would need to contact our Care Centre at [redacted] to request she be added to the account With that being said, we would like to assure [redacted] that we understand her concerns and while slowdowns can occur during periods of high traffic volume Xplornet is investing heavily to improve network performanceTo this end, Xplornet can confirm upgrades are planned to be completed in [redacted] 's service area later this summer and we appreciate her patience as we work to make necessary improvements to the network In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for the difficulties she's reported and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 15, 2017/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However I just recieved another email with a bill for over $dollarsI just want to make sure this is resolved properly given the past history we’ve hadThank you for your understanding
Initial Business Response / [redacted] (1000, 5, 2016/10/21) */ Thank you for forwarding the information provided from [redacted] to our attention Upon receipt of his complaint, review of the account was completed to address the concerns that [redacted] has raised in his complaint to the Revdex.com The package that [redacted] subscribed to when first connecting with the Xplornet internet services provided speeds up to mb/s with 10GB of usage per monthAs [redacted] was using the internet beyond the usage provided with the package, he would have experienced degraded speeds of up to 300kbps when the usage threshold was exceededOur records show that [redacted] contacted Xplornet on October 11, 2016, and agreed to upgrade to the next package up which would allow for 25GB of data which would better meet his usage needsA recurring credit of $**/month was applied to the account to match the price that he had been paying previouslyHowever, should [redacted] still be looking to cancel his services with Xplornet, as a show of good faith, we would be willing to waive any termination fees associated with the cancellation his account In closing, on behalf of Xplornet, I would like to express our apologies for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint
Initial Business Response / [redacted] (1000, 5, 2016/09/16) */ 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 [redacted] 's complaint in order to address the concerns that he's reported relating to his service experienceOur records show that we have recently been in contact with [redacted] to address the technical issues he has been experiencing with his LTE Fixed Wireless service since the conversion in June and a work order has been completed to improve his service experience Upon completion of the work order, our technicians have reviewed his connection and have determined that the signal coming through the subscriber module is performing optimally and as expectedReview of the network that [redacted] connects to also shows that the traffic levels are relatively low and that he should be seeing a positive service experience moving forward In light of the concerns that [redacted] has raised, Xplornet would like to offer him a month service credit onto his next invoiceThis would show as a credit of $ [redacted] and go towards future months of 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) tHE RESPONSE DOES I WILL ACCEPT THE $ [redacted] FOR ALL THE WASTED TIME AND [redacted] SERVICE, EG BEING UPGRADED BY SALES AND THEN FINDING OUT, [redacted] , FROM THE TECHY THAT xPLORONET DID NOT HAVE CAPABILITY TO DELIVER Now that they have sent Audio source on site, finally, let's see if the problem is fixed Final Consumer Response / [redacted] (2000, 8, 2016/09/20) */
Initial Business Response / [redacted] (1000, 5, 2017/04/18) */ 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 his complaint to the Revdex.com Our records show that [redacted] was installed on the LTE Fixed Wireless service on January 6, 2016, on the LTE-packageNear the end of January, [redacted] reached out to Xplornet to discuss upgrading his package but the signal was not strong enough to support the higher planAs the signal on [redacted] 's subscriber module was trending below the requirements for his existing package, a work order was dispatched to a local service technician to realign his antennaA local service technician attended [redacted] 's location along with Xplornet's field technicians in February and they determined that his signal could not be improved and that the LTE-package would not be attainable; the service would be as is In May 2016, [redacted] contacted Xplornet as he was experiencing intermittent service issuesAdditional panels were added that month to the tower that [redacted] connects to and a service technician was dispatched to his location to repoint once the upgrades had been completedThe unit was moved and re-aligned to the best experienceThe panel that [redacted] was connecting to after the work order was on a different frequency than the one he'd been connecting to prior and, as such, the signal requirements needed to be stronger in order to support his service package In discussion with [redacted] in November, Xplornet dispatched another service technician to adjust his antenna as he reported that he was having ongoing issues and adjusted the recurring discount he'd had previously on his account to $**/month until the issues were resolvedLater that month, frequency changes were made on the tower and the frequency was adjusted to reflect that of the panel he'd connected to when the service was first installed [redacted] 's signal requirements are currently meeting the requirements for the package he subscribes to and the sector he connects to shows a positive experience In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining satisfactory resolution to his complaintIf [redacted] is still experiencing issues with his service, or has any questions, comments, or concerns, Xplornet would ask that he call in to technical support at the time the issue is persisting to address his concerns in real timeOur technical support is available 24/7/to best assist at [redacted] Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/03/03) */ 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 history in light of the concerns she's noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess [redacted] 's connection to diagnose any potential problems her system In assessing her connection we were able to verify that [redacted] 's system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speeds As with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, [redacted] With respect to our warranty coverage, while [redacted] 's current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere [redacted] 's labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if [redacted] continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at [redacted] to speak with a technical support representative Xplornet's Service & Warranty policies can be reviewed on our website, [redacted] In closing, 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 Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/03/02) */ Thank you for forwarding the information provided by [redacted] Upon receipt of the complaint, review of our records was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com Unfortunately the customer information provided in the complaint to the Revdex.com by [redacted] does not match an account in our systemTo keep customer information safe, and due to Federal Privacy Laws, we are unable to disclose any information regarding an account to an unauthorized contact on an Xplornet account If the account may be listed under another name, please have the full account holder contact us at [redacted] where we can assist with [redacted] 's request and update authorized users on file for future support in regards to the account We are available 24/7/ Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is on mass scale with this company Xplornet they purposely slow down internet connections to customers which makes your internet service in the country un usableThey will send you notification that you have used ***% of allowed data and then turns off the service so you can't use it anymoreIt is very unethical way to provide service to a paying customerWhen I can't run my business because they purposely slow down internet speeds to the point can't use it, it becomes a problem and they offer no resolution
Initial Business Response / [redacted] (1000, 5, 2016/09/23) */ 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 in light of the concerns he's raised relating to the consistency of his connection speedsBased on our review we have identified that the network he connects to for service experiences periods of high usage volume which can have an impact on his connection based on the shared access nature of our service As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize as a known issue in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, we would like to reassure [redacted] that our Network and Engineering teams are working to address the issue and continue to do everything within our control to improve the network's performance Regrettably, we do not presently have a timeframe we can provide [redacted] for when this issue will be rectified but in the interim as a sign of good faith we have placed a month credit of $ [redacted] (taxes incl.) on his account along with a recurring $ [redacted] monthly discount which he will continue to receive until the issue has been resolved [redacted] also maintains the option of downgrading to a lower service plan if he finds it to be more in line with the speeds he is receiving and if he remains unsatisfied with his ongoing experience he is under no obligation to maintain the service In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his patience as we continue to work towards improving the service experience in his area Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/10/11) */ I have been very busy with pre moving and trying to settle into a new jobOnly gave your email a cursory glanceI would like to thank you for your effort in this matterI would like to state for the record that the matter is not satisfactorily resolvedI still have a contract I can not get out of coupled with a basically useless internetYou did manage to get a typical company fluff reply out of themI wish I had never filed the complaint as my internet is now worse than everCall me a nut job but I used to be able to tell when the net was going to be uselessIt is now unusable pretty much all dayThe current time is 15:mountain and my speed is uselessI should have it back around midnightFunny that when I first signed on there were no problems with the speedIt would drop during peak hours but only to aprx 10MbpsStill a useable speedDuring the time it has taken me to type this I still do not have a result for my speed testStill waiting 15:15:finally done1.3MbpsAbout 1/20th the speed I am paying forI log all of my results with the server so this is not anecdotal evidenceI understand that your organization is basically a paper tiger but thank you for at least tryingI will be moving next year and a main cause is xplornetI have a ton of online training that must be completed every month in order for me to maintain my certification and the internet is the way it is doneWhile I am a valuable employee, the company is not going to send me out to [redacted] or times a month for trainingThis is done through virtual school and xplornet is directly effecting my ability to make a living through their blatant liesI guess that until I form a company big enough to hire lobbyist's that will allow me to legally rob people ( [redacted] .) I will have to come to peace with the fact that there is nothing that can be done and I will effectively have been robbed of $*** The only thing I can state is that I do not want a resolved satisfactorily put on this case Again thank you for at least trying ***
Thank you for forwarding the information provided by [redacted] Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his fixed wireless serviceUpon receipt of [redacted] ’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com Review of the rental hardware installed at [redacted] ’s location shows that the requirements for the service package he subscribes to are being met and that the hardware is in good working conditionThat being said, Xplornet acknowledges that during periods of higher utilization on the network, [redacted] may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in [redacted] ’s area, Xplornet has proposed upgrades to the tower he connects to but do not have projected dates for completion at this timeIn the interim, until the service experience has improved on the network that [redacted] connects to, Xplornet is prepared to offer him a $20/month discount until the issues have been resolved In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 10, 2017/09/18) */ [redacted] has called Xplornet advising of service issues on separate occasions Unfortunately no issues were identified in our first contact on June 25, with [redacted] and the call was dropped for unknown reasonsA 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, due to service issues which were explained to [redacted] as being due to being suspended for non-paymentXplornet has not received payment from [redacted] since June 5, [redacted] 's service was suspended on September 1, for non-paymentAt this time Xplornet would normally require an **% one-time payment and a payment arrangement for the remainder in order to reactivate [redacted] 's serviceXplornet 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 / [redacted] (3000, 12, 2017/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to making a **% paymentI am not paying **% of something that I do not haveWhen they fix the problem I will start paying for the service at that timeI have been hearing numerous other complaints about this companyI am not very happy with this service and their attitude as far a fixing the problem Final Consumer Response / [redacted] (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 / [redacted] (4000, 18, 2017/09/22) */ Xplornet feels it has made its offer of accepting **% in good faith and cannot accept a payment of months' worth of service as this is roughly **% of what [redacted] owes at this timeAs 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 reactivatedIf issues are identified Xplornet will compensate for the length of time that these issues were present
Initial Business Response / [redacted] (1000, 5, 2016/05/12) */ 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 and have agreed to waive the remainder of his service agreementIn doing so, we have reversed the early cancellation fee he was billed and having confirmed the recovery of our rental hardware on May 9th, there are no further charges owing on his account Our billing department will be issuing a refund for the credit balance remaining on [redacted] 's account shortly and on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused him In closing, we hope [redacted] will find this to represent an acceptable response and thank him for his patience as we investigated his concerns in the interest of reaching a mutually acceptable resolution Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Thank you for forwarding the information provided by [redacted] In response, Xplornet provides the following for review In receiving [redacted] 's complaint, we would first like to extend our apologies for the difficulties she reported with her service experience and for the delays she's encountered while awaiting a conversion to our LTE network in the interest of improving her serviceRegrettably, we have experienced unanticipated delays related to hardware shortages and sincerely regret any inconvenience this matter has caused [redacted] Xplornet is currently working to complete LTE upgrades and service conversions as quickly as possible As [redacted] noted in her complaint, Xplornet has credited her account to offset her service charges based on the difficulties she's experience on her current platform and are confident that in converting to our LTE network she will be satisfied with her upgraded service experienceHowever, we understand the delays have represented an inconvenience to [redacted] and in recognition of her patience; Xplornet is willing to meet the desired resolution she has requested in her complaintTo this end, while we hope she will reconsider, if [redacted] wishes to finalize her account prior to her LTE conversion, Xplornet will agree to waive her early cancellation fee In closing, we hope that in agreeing to meet [redacted] 's desired resolution she will find this to represent an acceptable response to her complaint and on behalf of Xplornet we would again wish to extend our regrets for any inconvenience or frustration this matter has caused her Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 11, 2016/08/18) */ 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 history in light of the concerns she's raised relating to her existing service experience and the upgrade options available at her locationBased on our review technicians have identified that a work order would be required to restore [redacted] 's service but where she is outside of warranty coverage we have also provided her with the option of upgrading to our LTE service platform [redacted] spoke with an Xplornet supervisor on August 11th who has since clarified the options available at her location with respect to our LTE service plans including those more in line with her current service package and have noted that she under no obligation to complete the upgrade if she does not wish to do soWith that being said, in order to address her existing service concerns a work order is required and [redacted] would be responsible for the costs associated with repairs as her equipment warranty has expired Xplornet is currently waiting to hear back from [redacted] to confirm how she would prefer to proceed after the supervisor she spoke followed up by email to document her available service optionsShe can notify us of her decision by contacting our Care Centre [redacted] and a credit will be applied to her account for any documented downtime associated with her loss of service In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused [redacted] and hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) This response is more than ten days after the fact August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not Xplornet [redacted] My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit card [redacted] The issue has not be reified, so we have reverted to solving the issue ourselvesI have request [redacted] to come hook up their services, f [redacted] eBut if they check their records and emails, they would see that my [redacted] , sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks [redacted] Xplornet can come pick up their dish that is laying on our lawn Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card [redacted] Final Consumer Response / [redacted] (3000, 17, 2016/08/19) */ This response is more than ten days after the fact August 9th, Xplornet sent a email with the wrong phone numberAnd said they have tried to contact usInstead of them cutting and pasting the correct phone numbers onto the response, and forwarding previous emails attachedNO, not XplornetThey are not a credited company, from service to emails My [redacted] and myself have requested that Xplornet forward the amount of the funds from the beginning of July since we have had no internet serviceThat would be weeks of payments, back on our credit cardBut we know what kind of a company that Xplornet is that, that will take months to receive weeks of funds, if any The issue has not be reified, so we have reverted to solving the issue ourselvesI have request [redacted] to come hook up their services, for less then Xplornet and we now have faster great working experienceBut if they check their records and emails, they would see that my [redacted] , sent an email August 17, Stating, " Due to poor customer support and lame excuses, Please cancel my account and credit me for the last several weeks that I have paid your FULL price and received minimal service & extremely poor satisfaction over the last several weeks Larry Oddan Account # [redacted] " Xplornet can come pick up their dish that is laying on our lawn Thank you Revdex.com for your help into this matterI will be contacting you if we no not receive the funds back on our credit card [redacted] Final Business Response / [redacted] (4000, 19, 2016/08/24) */ Thank you for forwarding the rebuttal submitted by [redacted] to our attention We have confirmed the receipt of [redacted] 's email; in line with his request Xplornet has proceeded with the finalization of their account and a prorated credit has been applied to offset the remainder of their August 'service charges Furthermore, with respect to their compensation request, Xplornet has issued a month credit to their account and our billing department processed a refund totaling $ [redacted] (taxes in) on August 23rdThey should expect to see their refund deposited back to the payment method on file within the next 24-business hours In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and [redacted] and thank them for their time as valued Xplornet customers Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ 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 with her service experience and her request to have her outstanding balance waivedBased on our review, we've confirmed that the [redacted] agreed to a year service commitment on our [redacted] Satellite network and their services were installed on July 28th, As part of our service activation process, customers are required to confirm their service agreement by completing our Customer Activity Centre, at which time they verify their contact and billing information, and acknowledged they have read and accept our Terms of ServiceOur records reflect the [redacted] completed this process on August 8th and following their activation, they were provide a full day money back guarantee period to ensure they were satisfied with the service before becoming bound to their contract term The first time we received a report of service concerns from the [redacted] was on October 5th at which time they reported a problem with their browsing experienceThe dealer then verified their connection was within the guidelines of their service packageWe heard back from [redacted] in November 2015, at which time she reported problems navigating to specific sites online, but we were unable to completed proper troubleshooting as she was unable to bypass her routerXplornet recommended that she contact her router manufacturer for assistance or callback for additional support once she was able to establish a direct connection to the modem The [redacted] did not complete further troubleshooting and contacted our Care Centre on December 7th to request their account be cancelled but we were able to reach an agreement to place their service on a no-charge seasonal suspension until they returned to the locationUnfortunately, due to the timing of the suspension they received an automated invoice that was generated prior to the agreement to suspend their service without charge and they followed up with us on December 28th to finalize their account, despite our assurances that the adjustment would be reflected on the following months invoice and after being advised they would be responsible for an early cancellation fee of $ [redacted] (before tax) Having said this, in the interest of reaching a mutually acceptable resolution with the [redacted] Xplornet has reduced the early cancellation fee billed to their account by 50%, from [redacted] to $ [redacted] (before tax) and as a further gesture of good will, we have also issued a month service credit of [redacted] (before tax) to their account In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused the [redacted] and hope they will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes we had a contract for service which them didn't,t provide and I,be been calling them since August telling them I had no service I did trouble shooting times where nothing worked each time I was one the phone with them I don't have time to be doing this or do I expect times and refused to sent anyone to help I had [redacted] in my home in [redacted] for ever [redacted] Final Business Response / [redacted] (4000, 10, 2016/02/23) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review Xplornet's records do not reflect that the [redacted] ' connection was unusable during their time with our serviceThe concerns reported related to intermittent issues when browsing to specific sites which required additional troubleshooting to diagnoseUnfortunately, where the [redacted] did not have access to a device that met Xplornet's system requirements our technicians were unable to complete necessary troubleshooting which required that the [redacted] bypass their router to establish a direct connection to the modem To this end, as we explained in our original response, we reached an agreement with the [redacted] to place their account on a no-charge suspension until they returned to the location in the spring with a supported device to complete further troubleshooting and if necessary, Xplornet would issue a work order under warranty to complete repairs to their rental hardwareRegrettably, this arrangement did not come to fruition as the [redacted] contacted us to finalize their account on December 28th and subsequently completed payment reversals for previously service charges That being said, we understand this matter has been a source of frustration for [redacted] and in good faith, Xplornet has waived the remainder of the early cancellation fee billed to their account as a gesture of good willThis places the total credit we have applied to the [redacted] ' account at $ [redacted] (taxes in) In closing, Xplornet would again wish 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 Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 6, 2017/09/19) */ Thank you for forwarding the information provided by [redacted] Upon receipt of [redacted] 's complaint, review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.com Our records show that [redacted] spoke with an Xplornet supervisor on September 14, In discussion with the Xplornet representative, [redacted] was offered a one year term with no cost to upgrade to the new serviceThe package [redacted] was offered includes speeds up to Mbps down and up to Mbps up for $***/month [redacted] accepted this offer and a work order was dispatched to a local service technician to come out and complete the service order At this juncture, where [redacted] 's desired resolution has been met, Xplornet would consider the matter to be resolvedIf [redacted] has any other questions, comments, or concerns, we are available 24/7/at [redacted] to best assist Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is what I was offered in the first place but the company then reneged on their offerThey have now re-accepted the deal thanks to the help of the Revdex.com -I surmise!
Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Thank you for forwarding [redacted] concerns to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account and identified that his refund had not yet been issued due to an oversight on our part following the recovery of his rental hardwareWe recognize that this caused [redacted] refund to be delayed and extend our apologies for any inconvenience this may have caused Once we became aware of the issue, [redacted] refund was completed and we have confirmed through our Billing department that the $ [redacted] he was owed was refunded to his [redacted] on [redacted] In closing, Xplornet would again wish to extend our apologies to [redacted] for our oversight, along with the resulting delay to his refund and hope he will find our response to represent an acceptable resolution [redacted]
Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of the concerns [redacted] has reported with his connection being incorrectly placed in limited stateIn reviewing the issue we have acknowledged that an error occurred which inadvertently caused [redacted] ’s connection to remain in limited stateDue to the nature of the issue, addressing the problem required further escalation and for this we extend our apologies to [redacted] along with our regrets for any inconvenience he experiencedIn compensation for his difficulties, we would normally offer an out of service credit for the days the issue was experienced (approx$9.99+tax) however as a show of good will we agreed to offer [redacted] a $one-time credit or a month $discount ($value)? With that being said, recognizing [redacted] remains unsatisfied with the compensation he’s been offered, in the interest of reaching an acceptable resolution, Xplornet will increase the credit to his account to cover a full month service charge of $99.99+ tax and the credit will be reflected on his next monthly invoice? With respect to [redacted] ’s request for additional data packages, Xplornet currently offers monthly bandwidth allowances up to 200GB on his satellite platformIf he wishes to increase his usage, he can do so at any time by contacting out Care Centre at [redacted] ? and one of our agents would be happy to assist himIn closing, we would again wish to extend our regrets to [redacted] for his inconvenience and apologize for any frustration his matter has causedWe hope he will find this to represent an acceptable responseSincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/05/26) */ Thank you for bringing the information provided by [redacted] to our attentionIn 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 / [redacted] (1000, 5, 2016/08/19) */ 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 following his recent cancellationOur records reflect that [redacted] signed up on our Xplore10/50GB service plan, agreeing to the terms of a year contract in exchange for a reduced activation fee and free basic installation In order to complete the activation of his account, [redacted] was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section "Early Cancellation" which he completed through our customer activity center on June 8thAs part of the agreement [redacted] received a day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience Xplornet did not receive any reports of service concerns from [redacted] until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service To this end, while we regret that [redacted] was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contractHowever, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $***, representing a 50% reduction to the his original cancellation fee In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties [redacted] has experienced and hope he will find this to represent an acceptable compromise to resolve his complaint Sincerely, Xplornet Communications Inc