Xplornet extends its apologies for the issues that remain unresolved for? [redacted] As these issues have not been resolved, Xplornet has credited the early cancellation fees that are present on the accountThis will appear on the next invoice as both a charge for early cancellation fees, along with a credit for the early cancellation fees foregoing any costs for cancellation.? Warmest regards, [redacted] Customer Response CoordinatorXplornet Communications Inc ?
Initial Business Response / [redacted] (1000, 5, 2016/06/16) */ 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 reported with his connection relating to his recent service difficultiesFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for any delays he experienced while we worked to restore his connection Based on our review, we've verified that an issue was identified with [redacted] 's connection that required a service call to address and a work order was issued to complete necessary repairs to his rental hardwareOnce on site, the installer completed additional work to restore his connection however after the repairs were completed a secondary issue was identified and we regret that this was not addressed at the time of his service callOnce we became aware of the problem we worked to address the issue as quickly as possible and technicians were able to restore [redacted] 's connection on June 7th Regrettably, shortly thereafter the [redacted] contacted our Care Centre to request the cancellation of their account and proceeded with the finalization of their Xplornet services on June 10thWhile we regret that they have decided to cancel their services, we would like to extend our appreciation for their longstanding time as valued Xplornet customers and wish them all the best moving forward In closing, on behalf of Xplornet we would again wish to extend our apologies to [redacted] for any inconvenience he experienced in relation to this issue and hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only Thank you very much for your assistance in this matter! This complaint can now be closed
Initial Business Response / [redacted] (1000, 8, 2017/10/11) */ Thank you for bringing [redacted] 's complaint to our attentionWe certainly regret the concerns that he's reported with his service experience and would like to provide an informed response however in reviewing our account records we have been unable to identify a subscriber account corresponding to the name, address, phone number or email provided in the contact details of his complaint If [redacted] is able to provide updated contact information that corresponds to his account or preferably his Xplornet account number we would appreciate the opportunity to look into his concerns further Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company requested account detailsPlease note that the account is held by my motherI am listed as one of the delegated respondents for this account, I also live at this address and pay part of the bill monthly Account information as follows: [redacted] Final Business Response / [redacted] (4000, 12, 2017/10/17) */ Thank you for forwarding the information provided by [redacted] Xplornet apologizes for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his LTE fixed wireless serviceUpon receipt of [redacted] 's complaint to the Revdex.com, review of the account was completed to address his concerns Technical specialists have reviewed [redacted] 's connection and have determined that the signal requirements are meeting the minimum requirements for the package that he subscribes toThat being said, Xplornet acknowledges that the network that [redacted] connects to does experience periods of higher utilization on the network which may result in a degraded service experience In acknowledgment of the concerns that [redacted] has expressed, Xplornet is prepared to offer him a $**/month discount for the next months towards his invoicesWhile no upgrade dates for the network [redacted] currently subscribes to have been scheduled, Xplornet is also working to manage and maintain our networks to provide a positive service experienceShould [redacted] remains dissatisfied with his Xplornet service, he may cancel with no penalty as he is currently no longer on contract For any further questions, comments, or concerns, we would direct [redacted] to reach out to Xplornet as [redacted] where we are available 24/7/to best assist our customers Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/05/27) */ 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 and in the interest of reaching a resolution, we have reversed the $ [redacted] early cancellation charge billed to her account In closing, we hope that by meeting her desired resolution [redacted] will find this to represent an acceptable response and extend our regrets for any inconvenience this matter may have caused Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/05/19) */ Thank you for forwarding the feedback 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] ' account history to investigate the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for the feedback she's providedBased on our review, we have acknowledged that the network she connects 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 periods of high usage can occur and this is one of the challenges we are working to address in her areaWhile our Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we can assure [redacted] that we take her concerns seriously and our Network team is doing everything within their control to resolve the issue To this end, while we do not have a specific timeframe for when the issue will resolved; in the interim Xplornet has placed an additional month credit ($ [redacted] before tax) on [redacted] ' account and have increased the recurring monthly service discount she is receiving in relation to this issue from $ [redacted] to $**Further to this, we will also continue to keep her apprised of any updates on the issue as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank them for their patience as we continue to monitor the experience on their service tower and work toward making improvements to the network Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this offer for a reduction in my monthly billing but I take exception to the quote of "periods of heavy usage" as I experience slow service almost all the time We have to unplug our modem daily, usually at least to times to try to reset the system to improve the service [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/07/08) */ Thank you for forwarding the information provided by [redacted] to our attentionThe following is available for review After receiving notice of his complaint, Xplornet completed a review of the concerns [redacted] has raised relating to the site survey fee he incurred after testing was completed to assess his location for service availabilityBased on our review, while we have spoken with the dealer to confirm [redacted] was notified in advance of his site visit that in the event he wasn't able to attain the service he would be responsible for a site survey charge we recognize that this was not initially discussed at the time of his sales call and for this we apologize Xplornet will agree to cover the cost associated with the site survey however where the charge itself was not billed through Xplornet and was legitimate based on the work that was performed; we are unable to waive the chargeTo this end, Xplornet would request that [redacted] facilitate payment for the invoice he receives through the dealer and notify us once completed, at which time our billing department will issue a cheque to reimburse him for the $ [redacted] ($ [redacted] taxes in) site survey charge In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 worse I 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 BBB 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 customers That 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, 6, 2016/01/22) */ 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 concerns he's raised relating to recent usage charges he was billedBased on our records, [redacted] accepted a year service agreement as part of a conversion to our High Throughput Viasat satellite service in November 2014, selecting a package that included a monthly bandwidth allowance of 80GB ($2/GB thereafter) on a usage based billing service plan In reviewing the usage history on his account; available to customers through the usage tracker provided through our customer portal at myxplornet.com, our records reflect that while [redacted] 's account has frequently exceeded his monthly bandwidth allowance he had not been billed overage charges or received a usage notifications until November 'To this end, we investigated the issue and after verifying that the usage being reported by his modem was correct, we were able to confirm that there was an issue with how his account was flagged within our system that we identified and corrected in November 'Once corrected, appropriate notifications began being sent in line with his service package to advise [redacted] as he approached (80%), reached (100%) and exceeded (120%) his monthly bandwidth allowance, noting he would be billed for additional usage Having said this, recognizing that while [redacted] was provided the option to monitor his usage through our customer portal, where he had not been previously billed for overages and was not receiving notifications relating to his usage prior to November '15, in good faith, Xplornet will agree to reverse the recent usage charges billed to his accountTo this end, we have applied two separate credits to his account, $ [redacted] , respectively and as a further gesture of good will we will agree to waive any usage charges billed on his upcoming monthly invoice Moving forward, Xplornet has issued a work order to convert [redacted] to our LTE Fixed Wireless network however if he is unable to attain acceptable signal and remains on his current service package he will be responsible for overage charges if he continues to exceed his monthly bandwidth allowanceIf he does not wish to be billed overage charges, we would encourage him to contact our Care Centre at [redacted] to discuss alternative "Limited State" package options In closing, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated the concerns he's raisedWe hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi Revdex.com, Thank you so much for your help up to this point There are a few issues though #They have sent me a new invoice, it does not have the 'overage' removed from the most recent month like they claimed #I have called and asked to be placed on limited state and was told that I cannot be #Despite insuring me that I would be able to get the LTE service, when the technician arrived on Friday; he found I was unable to get signalHe advised that it will require a foot tower mounted on my roof and that Xplornet has been known to cover the cost of these and that I should pursue them covering the cost of the tower so I can upgrade to the LTEIf possible, I'd like the Revdex.com to try and arrange this with them #I've been told about better billing plans than the one I am on being made available or potential discountsBeing on the LTE would solve this, but I still would really like some help resolving this If the Revdex.com can help sort this out, especially trying to get them to do the tower installation, that would solve all my foreseeable problems for the long term and beyond while also insuring I have access to the same service as most customers and consumers in [redacted] Thanks Final Consumer Response / [redacted] (3000, 17, 2016/02/17) */ Xplornet has still not credited the accounts for the amounts noted on the most recent invoice and the billing makes absolutely no sense My internet has also been non-responsive for several days, making it so I could not reply to this case Final Business Response / [redacted] (4000, 19, 2016/02/24) */ Thank you for forwarding the additional information submitted by [redacted] to our attention Xplornet credited [redacted] 's account on February 1st for the $ [redacted] overage charge he was billed on his January 29th service invoice and as noted in our previous response this credit will be reflected on his next service invoice on February 29thHis current invoice notes the credits we have applied to offset the previous overage charges he was billed in November/December '15, [redacted] respectively With respect to his recent service concerns, Xplornet had a senior technical representative review [redacted] 's system readings and verify that his connection was online and meeting all the requirements for his service packageAs we have been unable to identify any problems with his connection based on his current system readings, we would encourage [redacted] to contact our Care Centre at [redacted] if the issue persists to allow a technician an opportunity to diagnose any potential problems with his service In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2017/02/01) */ Thank you for forwarding the information provided by [redacted] . Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the BBB. At... Xplornet, we're focused on providing rural Canadians with reliable high-speed Internet access, even in the most remote areas. We continually invest in our network and services as part of our goal to give customers who are living in rural Canada the best service experience that technology can provide. In order to meet the growing needs of our customers, price increases are implemented habitually to assist in our goal of providing reliable high-speed internet to rural Canadians. In the area where [redacted] resides we have upgraded the network and are pleased to advise that we are able to offer LTE Fixed Wireless service. In discussion with [redacted] in the past, she has advised that she requires unlimited internet and would not be satisfied with a service that has a monthly usage cap. The service that [redacted] subscribes to currently is one of our older technologies, which does boast the ability to be able to provide unlimited data, and as a longstanding customer we have not required her convert to our newer services. Xplornet acknowledges the concerns that [redacted] has raised in her complaint and apologizes for any inconvenience or hardship that the increase in price has caused. Our records show that [redacted] has elected to terminate her Xplornet account as of January 30, 2017, and while we regret that we were unable to resolve her concerns we do appreciate her tenure as an Xplornet customer and the feedback that she has provided. Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/08/24) */ 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 serviceability and the early cancellation of her accountBased on our review, we have confirmed that [redacted] 's location was unable to maintain an acceptable service signal which we were unable to rectify after having a work order completed in the interest of restoring her connection In speaking with [redacted] we have explained that in proceeding with the early cancellation of her account Xplornet will not seek an early cancellation fee and in good faith, we have also agreed to provide a month refund for her recent service chargesTo this end, a credit of $ [redacted] has been applied to her account and will be refunded once her rental hardware has been recovered In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for any inconvenience this matter has caused and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this as we can now move forwardThe company has not refunded my funds at this timeThey removed there equipment Friday [redacted] Final Consumer Response / [redacted] (3000, 12, 2016/09/06) */ The company has not refunded my moneyThey have turned around and charged me another [redacted] dollars for the month of August when the service was cut offWhen I called they said they would give me a refund of three months now but I have to wait until OctoberThis is unexceptable [redacted] Final Business Response / [redacted] (4000, 14, 2016/09/07) */ Thank you for forwarding [redacted] 's updated response to our attention Regrettably, we were unable to prevent her automated invoice from being generated prior to her cancellation and would like to apologize for any frustration this may have causedWhere we have completed the recovery of her rental hardware, we've spoken with our billing department to expedite [redacted] 's refund which we can confirm was processed earlier today and should expect to be received within the next 3-business days On behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience she's experienced and hope she will find this to represent an acceptable response to her updated complaint
Initial Business Response / [redacted] (1000, 6, 2016/11/24) */ 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 recovery and refund for the credit balance remaining on her accountFirst, 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 hardware In good faith, Xplornet requested our billing department arrange for her refund to be issued while arrangements are made to complete her hardware recoveryTo this end, we have confirmed that [redacted] 's refund was processed on November 22nd and she should expect to see the funds deposited back to her bank account shortly 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 Consumer Rebuttal / [redacted] (2000, 8, 2016/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have taken positive action to resolve this issue quicklyThe equipment will be picked up today further to a confirmation call I received yesterdayI appreciate the company's quick response to this issue and hopefully they will follow through for other customers in the future in regards to follof work ordersThank you very much for your help in resolving this issue quickly
Initial Business Response / [redacted] (1000, 5, 2016/10/06) */ Thank you for forwarding the information provided from [redacted] to our attention Upon receipt of her complaint, review of the account history was completed to address the concerns that [redacted] has raised in her complaint to the Revdex.com Xplornet was contacted by [redacted] on April 12, 2016, to discuss obtaining services at her new homeWhile on the phone with our sales representative, it was discussed that it would be a year term on our Fixed Wireless LTE service that was available in her areaThe contract was not disputed at this timeUpon contacting Xplornet in October to cancel her account, [redacted] was advised that there would be termination fees of $**/month for each existing month remaining on her contract should she decide to cancel the account before the term was upIn discussion with one of our representatives we advised her that the termination fees would amount to $ [redacted] should she choose to terminateUnfortunately we had advised of the wrong amount as, due to the fact that she was on a year term, rather than a year agreement, and her termination fees would have capped out at $ [redacted] before applicable taxes Due to the miscommunication, and in the interest of resolving [redacted] 's complaint and providing quality service experience, Xplornet is willing to honor the original amount that was quoted to her in regards to the termination fees [redacted] 's Xplornet account is scheduled to be cancelled on October 20, 2016, and we have agreed to charge her $ [redacted] + taxes for the cancellation fees instead of the aforementioned $ [redacted] + taxesIn discussion with [redacted] she has acknowledged the efforts that Xplornet has made to resolve her complaint and has confirmed that she considers the matter to be resolved In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank her for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint Sincerely, [redacted] Customer Care Response Coordinator Xplornet Communications Inc TFN: [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/12/21) */ 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 surrounding charges he was billed following the temporary suspension of his services Based on our review, we recognize an error was made in completing [redacted] 's service suspension that resulted in his account being billed at his full monthly service rate and for this we apologizeOn December 13th our billing department completed a refund for the incorrect charges and [redacted] should now be in receipt of the returned funds In closing, on behalf of Xplornet we would like to further extend our apologies for any inconvenience this matter caused [redacted] and thank him for his patience as we investigated his concerns in the interest of reaching a resolution Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 6, 2016/07/29) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Since receiving notice of his complaint, Xplornet competed a review of [redacted] 's account in light of the concerns he's raised relating to the recent conversion of his service to our LTE Fixed Wireless networkBased on our review of the call recording associated with his March 6, conversion request we have confirmed that [redacted] verbally agreed to accept a year contract renewal in exchange for a reduced $ [redacted] upgrade fee to convert to our LTE platform With that being said, we understand [redacted] has made a considerable investment to establish service on our LTE network and as a sign of good faith we are prepared to offer a one-time credit to his account for the $ [redacted] upgrade fee that was associated with his conversionThe credit has been applied to his account and will be visible on his next month's invoice In closing, we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response to his complaint Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello! I appreciate the effort the Revdex.com has gone through in this continued issue with Xplornet Despite what has been said here, there is no sign of a credit on my most recent invoice I was sent after the July 29th reply Nor is there any sign of a credit on the web site when I check Xplornet called my home yesterday and told me if I do not pay the full amount (including what they claim was credited); that my service will be suspended in days I also received an email to this effect today We would still appreciate some kind of discount for this continued aggravation, but at this point, we would very much like Xplornet to issue a proper invoice and not issue [redacted] to pay within days There are zero issues, setting up a payment via bank payment as usual (Which can take upwards of days to process!) once we have been issued a proper invoice and given a chance to pay If preferable to Xplornet, they may do this on the August Invoice, which will be issued in several weeks and the full amount owed (with the applied credit) will be paid Thank you, [redacted] Final Business Response / [redacted] (4000, 10, 2016/08/15) */ Thank you for forwarding the updated response submitted by [redacted] to our attention As we noted in our previous response the $ [redacted] credit we've provided as compensation for [redacted] 's LTE upgrade fee was not able to be applied to his existing service invoice and will be reflected on his next month's bill Xplornet is prepared to extend [redacted] 's payment deadline to his next month's scheduled due date of September 12, as a gesture of good faith and have notified our billing department to refrain from contacting him further regarding his past due balanceHowever, we would note that where we have not received a payment from [redacted] since May '16, if he does not facilitate a payment by his next scheduled due date he will run the risk of having his services suspended until a payment is made In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and hope [redacted] will find this to represent an acceptable response Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (2000, 12, 2016/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) This will work for me, even if Xplornet has done very little for the constant issues
Initial Business Response / [redacted] (1000, 5, 2017/10/25) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of their complaint, Xplornet completed a review of the ***' account history and would like to extend its regrets for the difficulties they have reported with their service experienceIn good faith, Xplornet will not seek to hold the [redacted] to the contract renewal they entered into at the time of their service conversion and in the event they decide to move forward with the cancellation of their account, they will not be responsible for an early cancellation penalty In closing, we would further wish to extend our apologies to the [redacted] for any inconvenience this matter caused and hope they will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We regret that it took filing a complaint with the Revdex.com to get Xplornet to fully understand where we were coming from as consumers but appreciate that they were finally able to see our side We also appreciate that they agreed to not hold us to our contract and are grateful for this resolution
? Xplornet has applied an additional month credit which will appear alongside the month credit applied on December 5th, Due to the invoice for December already being sent on the 2nd of December the credit applied on the 5th did not appearBoth the month credit applied today and the month applied on the 5th of December will appear on the January invoice totaling $237.00, not including the credits on the December invoice for $and $In total this would amount to $due to the issues experienced Xplornet is terribly sorry that this issue affecting your service has occurred and understands the frustrations that are due in part to thisIf the uninterrupted services go offline once again we recommend to contact our customer care at [redacted] to go over the recommended steps with regards to this investigation Warmest regards, [redacted] Customer Response CoordinatorXplornet Communications Inc ?
Thank you for forwarding the information provided by [redacted] *** 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
We are not able to pay an amount of four hundred dollars for the cancellation of the service ,,,, we are on fix income and all our dollars are accounted for,,, we would like the Xplornet company to reconsider their cancellation fee which are enormous for us ,,,, if you could make them understand that a better amount would be considered an ok between us and themwe need your help to resolve this situation?
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewAfter receiving notice of his complaint, Xplornet completed a review of [redacted] ***’ account history in light of the concerns raised with his cancellationBased on our review, Xplornet will not seek to hold [redacted] to his contract renewal agreement, his early termination fee will be waived and we have agreed to backdate his cancellation to August 29/We can confirm that [redacted] ***’ cancellation has been processed and our billing department has been instructed to issue a refund of $(taxes in) back to the payment method on fileOnce completed [redacted] should expect to receive his refund within 3-business daysIn closing, Xplornet extends its regrets to [redacted] for any inconvenience this matter has caused and we hope he will find this to represent an acceptable response to address the concerns raised in his complaintSincerely, Xplornet Communications
Xplornet extends its apologies for the issues that remain unresolved for? [redacted] As these issues have not been resolved, Xplornet has credited the early cancellation fees that are present on the accountThis will appear on the next invoice as both a charge for early cancellation fees, along with a credit for the early cancellation fees foregoing any costs for cancellation.? Warmest regards, [redacted] Customer Response CoordinatorXplornet Communications Inc ?
Initial Business Response / [redacted] (1000, 5, 2016/06/16) */ 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 reported with his connection relating to his recent service difficultiesFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for any delays he experienced while we worked to restore his connection Based on our review, we've verified that an issue was identified with [redacted] 's connection that required a service call to address and a work order was issued to complete necessary repairs to his rental hardwareOnce on site, the installer completed additional work to restore his connection however after the repairs were completed a secondary issue was identified and we regret that this was not addressed at the time of his service callOnce we became aware of the problem we worked to address the issue as quickly as possible and technicians were able to restore [redacted] 's connection on June 7th Regrettably, shortly thereafter the [redacted] contacted our Care Centre to request the cancellation of their account and proceeded with the finalization of their Xplornet services on June 10thWhile we regret that they have decided to cancel their services, we would like to extend our appreciation for their longstanding time as valued Xplornet customers and wish them all the best moving forward In closing, on behalf of Xplornet we would again wish to extend our apologies to [redacted] for any inconvenience he experienced in relation to this issue and hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Firstly, would like to thank Xplornet Internet Services for the prompt and courteous manner in which they responded Although I feel that a credit of the full amount asked for (four months service instead of three) would have been more appropriate given the fact that I am still out monies for the Returned Item charges (even with the one month credit being applied to my new account), I will accept their offer as written I would, however, like some sort of confirmation in writing (e-mail would be fine) from the business that my old account is in fact closed so I don't have to worry about further monies being withdrawn from my bank except those that are pertaining to the new account only Thank you very much for your assistance in this matter! This complaint can now be closed
Initial Business Response / [redacted] (1000, 8, 2017/10/11) */ Thank you for bringing [redacted] 's complaint to our attentionWe certainly regret the concerns that he's reported with his service experience and would like to provide an informed response however in reviewing our account records we have been unable to identify a subscriber account corresponding to the name, address, phone number or email provided in the contact details of his complaint If [redacted] is able to provide updated contact information that corresponds to his account or preferably his Xplornet account number we would appreciate the opportunity to look into his concerns further Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company requested account detailsPlease note that the account is held by my motherI am listed as one of the delegated respondents for this account, I also live at this address and pay part of the bill monthly Account information as follows: [redacted] Final Business Response / [redacted] (4000, 12, 2017/10/17) */ Thank you for forwarding the information provided by [redacted] Xplornet apologizes for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his LTE fixed wireless serviceUpon receipt of [redacted] 's complaint to the Revdex.com, review of the account was completed to address his concerns Technical specialists have reviewed [redacted] 's connection and have determined that the signal requirements are meeting the minimum requirements for the package that he subscribes toThat being said, Xplornet acknowledges that the network that [redacted] connects to does experience periods of higher utilization on the network which may result in a degraded service experience In acknowledgment of the concerns that [redacted] has expressed, Xplornet is prepared to offer him a $**/month discount for the next months towards his invoicesWhile no upgrade dates for the network [redacted] currently subscribes to have been scheduled, Xplornet is also working to manage and maintain our networks to provide a positive service experienceShould [redacted] remains dissatisfied with his Xplornet service, he may cancel with no penalty as he is currently no longer on contract For any further questions, comments, or concerns, we would direct [redacted] to reach out to Xplornet as [redacted] where we are available 24/7/to best assist our customers Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/05/27) */ 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 and in the interest of reaching a resolution, we have reversed the $ [redacted] early cancellation charge billed to her account In closing, we hope that by meeting her desired resolution [redacted] will find this to represent an acceptable response and extend our regrets for any inconvenience this matter may have caused Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/05/19) */ Thank you for forwarding the feedback 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] ' account history to investigate the difficulties she's reported with her connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for the feedback she's providedBased on our review, we have acknowledged that the network she connects 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 periods of high usage can occur and this is one of the challenges we are working to address in her areaWhile our Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we can assure [redacted] that we take her concerns seriously and our Network team is doing everything within their control to resolve the issue To this end, while we do not have a specific timeframe for when the issue will resolved; in the interim Xplornet has placed an additional month credit ($ [redacted] before tax) on [redacted] ' account and have increased the recurring monthly service discount she is receiving in relation to this issue from $ [redacted] to $**Further to this, we will also continue to keep her apprised of any updates on the issue as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank them for their patience as we continue to monitor the experience on their service tower and work toward making improvements to the network Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this offer for a reduction in my monthly billing but I take exception to the quote of "periods of heavy usage" as I experience slow service almost all the time We have to unplug our modem daily, usually at least to times to try to reset the system to improve the service [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/07/08) */ Thank you for forwarding the information provided by [redacted] to our attentionThe following is available for review After receiving notice of his complaint, Xplornet completed a review of the concerns [redacted] has raised relating to the site survey fee he incurred after testing was completed to assess his location for service availabilityBased on our review, while we have spoken with the dealer to confirm [redacted] was notified in advance of his site visit that in the event he wasn't able to attain the service he would be responsible for a site survey charge we recognize that this was not initially discussed at the time of his sales call and for this we apologize Xplornet will agree to cover the cost associated with the site survey however where the charge itself was not billed through Xplornet and was legitimate based on the work that was performed; we are unable to waive the chargeTo this end, Xplornet would request that [redacted] facilitate payment for the invoice he receives through the dealer and notify us once completed, at which time our billing department will issue a cheque to reimburse him for the $ [redacted] ($ [redacted] taxes in) site survey charge In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 worse I 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 BBB 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 customers That 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, 6, 2016/01/22) */ 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 concerns he's raised relating to recent usage charges he was billedBased on our records, [redacted] accepted a year service agreement as part of a conversion to our High Throughput Viasat satellite service in November 2014, selecting a package that included a monthly bandwidth allowance of 80GB ($2/GB thereafter) on a usage based billing service plan In reviewing the usage history on his account; available to customers through the usage tracker provided through our customer portal at myxplornet.com, our records reflect that while [redacted] 's account has frequently exceeded his monthly bandwidth allowance he had not been billed overage charges or received a usage notifications until November 'To this end, we investigated the issue and after verifying that the usage being reported by his modem was correct, we were able to confirm that there was an issue with how his account was flagged within our system that we identified and corrected in November 'Once corrected, appropriate notifications began being sent in line with his service package to advise [redacted] as he approached (80%), reached (100%) and exceeded (120%) his monthly bandwidth allowance, noting he would be billed for additional usage Having said this, recognizing that while [redacted] was provided the option to monitor his usage through our customer portal, where he had not been previously billed for overages and was not receiving notifications relating to his usage prior to November '15, in good faith, Xplornet will agree to reverse the recent usage charges billed to his accountTo this end, we have applied two separate credits to his account, $ [redacted] , respectively and as a further gesture of good will we will agree to waive any usage charges billed on his upcoming monthly invoice Moving forward, Xplornet has issued a work order to convert [redacted] to our LTE Fixed Wireless network however if he is unable to attain acceptable signal and remains on his current service package he will be responsible for overage charges if he continues to exceed his monthly bandwidth allowanceIf he does not wish to be billed overage charges, we would encourage him to contact our Care Centre at [redacted] to discuss alternative "Limited State" package options In closing, we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we investigated the concerns he's raisedWe hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi Revdex.com, Thank you so much for your help up to this point There are a few issues though #They have sent me a new invoice, it does not have the 'overage' removed from the most recent month like they claimed #I have called and asked to be placed on limited state and was told that I cannot be #Despite insuring me that I would be able to get the LTE service, when the technician arrived on Friday; he found I was unable to get signalHe advised that it will require a foot tower mounted on my roof and that Xplornet has been known to cover the cost of these and that I should pursue them covering the cost of the tower so I can upgrade to the LTEIf possible, I'd like the Revdex.com to try and arrange this with them #I've been told about better billing plans than the one I am on being made available or potential discountsBeing on the LTE would solve this, but I still would really like some help resolving this If the Revdex.com can help sort this out, especially trying to get them to do the tower installation, that would solve all my foreseeable problems for the long term and beyond while also insuring I have access to the same service as most customers and consumers in [redacted] Thanks Final Consumer Response / [redacted] (3000, 17, 2016/02/17) */ Xplornet has still not credited the accounts for the amounts noted on the most recent invoice and the billing makes absolutely no sense My internet has also been non-responsive for several days, making it so I could not reply to this case Final Business Response / [redacted] (4000, 19, 2016/02/24) */ Thank you for forwarding the additional information submitted by [redacted] to our attention Xplornet credited [redacted] 's account on February 1st for the $ [redacted] overage charge he was billed on his January 29th service invoice and as noted in our previous response this credit will be reflected on his next service invoice on February 29thHis current invoice notes the credits we have applied to offset the previous overage charges he was billed in November/December '15, [redacted] respectively With respect to his recent service concerns, Xplornet had a senior technical representative review [redacted] 's system readings and verify that his connection was online and meeting all the requirements for his service packageAs we have been unable to identify any problems with his connection based on his current system readings, we would encourage [redacted] to contact our Care Centre at [redacted] if the issue persists to allow a technician an opportunity to diagnose any potential problems with his service In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2017/02/01) */ Thank you for forwarding the information provided by [redacted] . Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by [redacted] in her complaint to the BBB. At... Xplornet, we're focused on providing rural Canadians with reliable high-speed Internet access, even in the most remote areas. We continually invest in our network and services as part of our goal to give customers who are living in rural Canada the best service experience that technology can provide. In order to meet the growing needs of our customers, price increases are implemented habitually to assist in our goal of providing reliable high-speed internet to rural Canadians. In the area where [redacted] resides we have upgraded the network and are pleased to advise that we are able to offer LTE Fixed Wireless service. In discussion with [redacted] in the past, she has advised that she requires unlimited internet and would not be satisfied with a service that has a monthly usage cap. The service that [redacted] subscribes to currently is one of our older technologies, which does boast the ability to be able to provide unlimited data, and as a longstanding customer we have not required her convert to our newer services. Xplornet acknowledges the concerns that [redacted] has raised in her complaint and apologizes for any inconvenience or hardship that the increase in price has caused. Our records show that [redacted] has elected to terminate her Xplornet account as of January 30, 2017, and while we regret that we were unable to resolve her concerns we do appreciate her tenure as an Xplornet customer and the feedback that she has provided. Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/08/24) */ 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 serviceability and the early cancellation of her accountBased on our review, we have confirmed that [redacted] 's location was unable to maintain an acceptable service signal which we were unable to rectify after having a work order completed in the interest of restoring her connection In speaking with [redacted] we have explained that in proceeding with the early cancellation of her account Xplornet will not seek an early cancellation fee and in good faith, we have also agreed to provide a month refund for her recent service chargesTo this end, a credit of $ [redacted] has been applied to her account and will be refunded once her rental hardware has been recovered In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for any inconvenience this matter has caused and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this as we can now move forwardThe company has not refunded my funds at this timeThey removed there equipment Friday [redacted] Final Consumer Response / [redacted] (3000, 12, 2016/09/06) */ The company has not refunded my moneyThey have turned around and charged me another [redacted] dollars for the month of August when the service was cut offWhen I called they said they would give me a refund of three months now but I have to wait until OctoberThis is unexceptable [redacted] Final Business Response / [redacted] (4000, 14, 2016/09/07) */ Thank you for forwarding [redacted] 's updated response to our attention Regrettably, we were unable to prevent her automated invoice from being generated prior to her cancellation and would like to apologize for any frustration this may have causedWhere we have completed the recovery of her rental hardware, we've spoken with our billing department to expedite [redacted] 's refund which we can confirm was processed earlier today and should expect to be received within the next 3-business days On behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience she's experienced and hope she will find this to represent an acceptable response to her updated complaint
Initial Business Response / [redacted] (1000, 6, 2016/11/24) */ 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 recovery and refund for the credit balance remaining on her accountFirst, 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 hardware In good faith, Xplornet requested our billing department arrange for her refund to be issued while arrangements are made to complete her hardware recoveryTo this end, we have confirmed that [redacted] 's refund was processed on November 22nd and she should expect to see the funds deposited back to her bank account shortly 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 Consumer Rebuttal / [redacted] (2000, 8, 2016/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have taken positive action to resolve this issue quicklyThe equipment will be picked up today further to a confirmation call I received yesterdayI appreciate the company's quick response to this issue and hopefully they will follow through for other customers in the future in regards to follof work ordersThank you very much for your help in resolving this issue quickly
Initial Business Response / [redacted] (1000, 5, 2016/10/06) */ Thank you for forwarding the information provided from [redacted] to our attention Upon receipt of her complaint, review of the account history was completed to address the concerns that [redacted] has raised in her complaint to the Revdex.com Xplornet was contacted by [redacted] on April 12, 2016, to discuss obtaining services at her new homeWhile on the phone with our sales representative, it was discussed that it would be a year term on our Fixed Wireless LTE service that was available in her areaThe contract was not disputed at this timeUpon contacting Xplornet in October to cancel her account, [redacted] was advised that there would be termination fees of $**/month for each existing month remaining on her contract should she decide to cancel the account before the term was upIn discussion with one of our representatives we advised her that the termination fees would amount to $ [redacted] should she choose to terminateUnfortunately we had advised of the wrong amount as, due to the fact that she was on a year term, rather than a year agreement, and her termination fees would have capped out at $ [redacted] before applicable taxes Due to the miscommunication, and in the interest of resolving [redacted] 's complaint and providing quality service experience, Xplornet is willing to honor the original amount that was quoted to her in regards to the termination fees [redacted] 's Xplornet account is scheduled to be cancelled on October 20, 2016, and we have agreed to charge her $ [redacted] + taxes for the cancellation fees instead of the aforementioned $ [redacted] + taxesIn discussion with [redacted] she has acknowledged the efforts that Xplornet has made to resolve her complaint and has confirmed that she considers the matter to be resolved In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank her for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint Sincerely, [redacted] Customer Care Response Coordinator Xplornet Communications Inc TFN: [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/12/21) */ 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 surrounding charges he was billed following the temporary suspension of his services Based on our review, we recognize an error was made in completing [redacted] 's service suspension that resulted in his account being billed at his full monthly service rate and for this we apologizeOn December 13th our billing department completed a refund for the incorrect charges and [redacted] should now be in receipt of the returned funds In closing, on behalf of Xplornet we would like to further extend our apologies for any inconvenience this matter caused [redacted] and thank him for his patience as we investigated his concerns in the interest of reaching a resolution Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 6, 2016/07/29) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review Since receiving notice of his complaint, Xplornet competed a review of [redacted] 's account in light of the concerns he's raised relating to the recent conversion of his service to our LTE Fixed Wireless networkBased on our review of the call recording associated with his March 6, conversion request we have confirmed that [redacted] verbally agreed to accept a year contract renewal in exchange for a reduced $ [redacted] upgrade fee to convert to our LTE platform With that being said, we understand [redacted] has made a considerable investment to establish service on our LTE network and as a sign of good faith we are prepared to offer a one-time credit to his account for the $ [redacted] upgrade fee that was associated with his conversionThe credit has been applied to his account and will be visible on his next month's invoice In closing, we would again wish to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response to his complaint Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello! I appreciate the effort the Revdex.com has gone through in this continued issue with Xplornet Despite what has been said here, there is no sign of a credit on my most recent invoice I was sent after the July 29th reply Nor is there any sign of a credit on the web site when I check Xplornet called my home yesterday and told me if I do not pay the full amount (including what they claim was credited); that my service will be suspended in days I also received an email to this effect today We would still appreciate some kind of discount for this continued aggravation, but at this point, we would very much like Xplornet to issue a proper invoice and not issue [redacted] to pay within days There are zero issues, setting up a payment via bank payment as usual (Which can take upwards of days to process!) once we have been issued a proper invoice and given a chance to pay If preferable to Xplornet, they may do this on the August Invoice, which will be issued in several weeks and the full amount owed (with the applied credit) will be paid Thank you, [redacted] Final Business Response / [redacted] (4000, 10, 2016/08/15) */ Thank you for forwarding the updated response submitted by [redacted] to our attention As we noted in our previous response the $ [redacted] credit we've provided as compensation for [redacted] 's LTE upgrade fee was not able to be applied to his existing service invoice and will be reflected on his next month's bill Xplornet is prepared to extend [redacted] 's payment deadline to his next month's scheduled due date of September 12, as a gesture of good faith and have notified our billing department to refrain from contacting him further regarding his past due balanceHowever, we would note that where we have not received a payment from [redacted] since May '16, if he does not facilitate a payment by his next scheduled due date he will run the risk of having his services suspended until a payment is made In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and hope [redacted] will find this to represent an acceptable response Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (2000, 12, 2016/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) This will work for me, even if Xplornet has done very little for the constant issues
Initial Business Response / [redacted] (1000, 5, 2017/10/25) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of their complaint, Xplornet completed a review of the ***' account history and would like to extend its regrets for the difficulties they have reported with their service experienceIn good faith, Xplornet will not seek to hold the [redacted] to the contract renewal they entered into at the time of their service conversion and in the event they decide to move forward with the cancellation of their account, they will not be responsible for an early cancellation penalty In closing, we would further wish to extend our apologies to the [redacted] for any inconvenience this matter caused and hope they will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We regret that it took filing a complaint with the Revdex.com to get Xplornet to fully understand where we were coming from as consumers but appreciate that they were finally able to see our side We also appreciate that they agreed to not hold us to our contract and are grateful for this resolution
? Xplornet has applied an additional month credit which will appear alongside the month credit applied on December 5th, Due to the invoice for December already being sent on the 2nd of December the credit applied on the 5th did not appearBoth the month credit applied today and the month applied on the 5th of December will appear on the January invoice totaling $237.00, not including the credits on the December invoice for $and $In total this would amount to $due to the issues experienced Xplornet is terribly sorry that this issue affecting your service has occurred and understands the frustrations that are due in part to thisIf the uninterrupted services go offline once again we recommend to contact our customer care at [redacted] to go over the recommended steps with regards to this investigation Warmest regards, [redacted] Customer Response CoordinatorXplornet Communications Inc ?
Thank you for forwarding the information provided by [redacted] *** 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
We are not able to pay an amount of four hundred dollars for the cancellation of the service ,,,, we are on fix income and all our dollars are accounted for,,, we would like the Xplornet company to reconsider their cancellation fee which are enormous for us ,,,, if you could make them understand that a better amount would be considered an ok between us and themwe need your help to resolve this situation?
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewAfter receiving notice of his complaint, Xplornet completed a review of [redacted] ***’ account history in light of the concerns raised with his cancellationBased on our review, Xplornet will not seek to hold [redacted] to his contract renewal agreement, his early termination fee will be waived and we have agreed to backdate his cancellation to August 29/We can confirm that [redacted] ***’ cancellation has been processed and our billing department has been instructed to issue a refund of $(taxes in) back to the payment method on fileOnce completed [redacted] should expect to receive his refund within 3-business daysIn closing, Xplornet extends its regrets to [redacted] for any inconvenience this matter has caused and we hope he will find this to represent an acceptable response to address the concerns raised in his complaintSincerely, Xplornet Communications