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 the loss of service on her fixed wireless servicesUpon receipt of [redacted] ***’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account, our records show that Xplornet determined we were unable to repair the service and improve [redacted] ***’s service experienceAs such, Xplornet advised that [redacted] had the option to cancel with no penalty, or we could explore conversion options to other Xplornet platforms with no upfront cost to her; requiring a new year agreement, shortened to year in acknowledgement of her concerns [redacted] advised that she did not want to sign a new contract so no changes were made on her accountThat being said, in the interest of resolving [redacted] ***’s concerns, Xplornet would agree to treat her account as if she were not on contract should she decide to switch to a newer platform and remain unsatisfied and wish to cancel her servicesAs we do not have the option to give her a no-contract upgrade, a note will be placed on the account to ensure that the contract not be enforced should [redacted] encounter any difficulties If [redacted] would like to complete the conversion or process a cancellation, we would ask that she reach out to Xplornet at her earliest convenience; we are available 24/7/at [redacted] In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 8, 2016/04/04) */ [redacted] Thank you for forwarding [redacted] 's concerns to us Xplornet has been unable to establish contact with [redacted] thus far Multiple attempts have been made by telephone without a return call Xplornet has taken the steps necessary to ensure no additional payments will be taken over the next couple weeks, which should allow for ample time to address the situation, however no returned call to Xplornet Communications has been made by [redacted] from the voicemails that have been left for her On behalf of Xplornet, I would like to extend our sincere regrets for the inconvenience this matter has caused and would like to thank [redacted] for the opportunity to have her as a customer and urge her to please contact Xplornet Communications Incto address this situation
Initial Business Response / [redacted] (1000, 8, 2016/11/07) */ 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 following her recent cancellation requestBased on our review, we would first like to extend our apologies to [redacted] for the difficulties she experience when arranging the cancellation of her account and thank her for taking the time to bring her feedback to our attention [redacted] concerns have been brought to the attention of management and appropriate actions are being taken to ensure future customers do not have a similar experienceWith that being said, Xplornet can confirm that [redacted] account cancellation was processed as of October and arrangements are being made to recover the Xplornet rental hardware in her possessionOnce completed, a refund for the $ [redacted] credit balance remaining on her account will be issued back to the payment method on file and her account closure will be completed with no further charges owing In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and thank [redacted] for her time as a valued customer Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 10, 2016/12/21) */ Thank you for forwarding the information provided by [redacted] Upon receipt of his 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 Xplornet's satellite service February 2, His first invoice shows that there was a charge for the first month or service, including a service discount for the first three months, and a one-time activation fee of $ [redacted] Xplornet covers the cost of a basic installation, as outlined in our terms and conditions available on our website, but depending on the duration of the contract term selected there may be a one-time activation fee associated with the initiation of the account [redacted] is currently subscribed to the Xplore 10/100GB - UBB package which allows for download speeds up to mbps with 100GB of monthly dataIf [redacted] were to go over his usage, he would not see his speed reduced but would be charged overages of $*/GB every GB used beyond the 100GB included in his packageReview of the account shows that [redacted] had exceeded his usage in April, August, September, and October 2016, and as such incurred additional charges on bills for overages A representative from Xplornet attempted to reach [redacted] on December 18, 2016, after he had emailed in requesting to cancel, but the number [redacted] that we have listed on the account was not in serviceIf [redacted] is no longer using the services and would like to terminate his Xplornet account, we would ask that he contact us at his earliest convenience in order to complete that processWe are available 24/at [redacted] to best assist! In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and look forward to working with him to determine a satisfactory resolution to his complaint Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/09/07) */ Thank you for forwarding the information provided by [redacted] to our attentionFor reasons of Privacy, Xplornet is unable to disclose any information pertaining to the other accounts [redacted] references in his complaint A review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.comOur records reflect that [redacted] is located in a remote area that is only accessible by ferry, requires additional time for travel and labor to make arrangements to service the location Xplornet contracts third party installers to service and install services in rural locations throughout Canada and covers up to km round trip to and from our customer's location for each site visit Our independent third party installer has advised that additional charges for mileage, time, and accommodations would be required in order to travel to the remote area where [redacted] livesIn discussion with the third party installer, they have confirmed they are able to attend [redacted] 's locationAt this time, where the charges discussed would be billed between the third party contractor and the customer, we would advise [redacted] to reach out to the dealership directly in order to co-ordinate a trip to the area and to discuss potential costs involved In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns as outlined in his complaint to the Revdex.com Sincerely, Xplornet Communication
Thank you for forwarding the information provided by [redacted] *** Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of usage related concerns and early cancellation fees applied upon the cancellation of her Xplornet accountUpon receipt of [redacted] ***’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account history, our records show that [redacted] first reached out to Xplornet on October 19, 2017, and advised that they required more data as they were a family of sixXplornet suggested obtaining a second service or switching to usage based billing as [redacted] explained that the package they subscribed to would likely not be enough data for them [redacted] was advised again of the option to go to usage based billing at $2/GB over her package when she contacted Xplornet on November 6, 2017, but she declined and as a courtesy Xplornet reset her usage and offered troubleshooting with our technical support staff [redacted] elected not to speak to technical support [redacted] later called to cancel the services in January as they had elected to go with another provider who was able to offer them unlimited serviceAt the time of the cancellation [redacted] was advised that early cancellation fees of $450+taxes would be applied to the account upon the termination of her services as she was on contract until October On January 17, 2018, [redacted] spoke with an Xplornet supervisor who agreed to reduce her cancellation fees by 50% as a show of good faith as the service – while functional - did not fit their usage needs as they had six users in the home After further review of the account, Xplornet would advise that the 50% reduction in termination fees previously offered by a supervisor is a reasonable resolution and that the termination fees would standXplornet provided solutions to [redacted] ***'s usage concerns and offered technical support when she advised they were experiencing difficulties but she had declined the offersIf [redacted] wishes to speak with an Xplornet representative to discuss her account, we are available 24/7/at [redacted] to best assist In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint Sincerely,Xplornet Communications
? 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
Initial Business Response / [redacted] (**00, 5, **16/09/21) */ 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 history in light of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused [redacted] As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize 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, our Network and Engineering teams are working to address the issue and we can assure [redacted] that Xplornet is doing everything within our control to improve the network's performance With that being said, Xplornet does not presently have a specific timeframe we're able to provide [redacted] for when this issue will be rectified however in the interim, as a show of good faith we have placed a month service credit ($***) on his account and have increased the recurring monthly discount he is receiving from $ [redacted] to $ [redacted] which he will continue to receive until the issue has been resolved In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience the problems with his connection speeds have caused and thank him for his patience as we continue to work towards improving his service experience on the network Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 7, **16/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the "good faith" gesture provided by Xplornet with the understanding this issue will be remedied in the near future [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Thank you for forwarding Mr***'s complaint to our attentionIn response to his concerns, the following is available for review First, we would like to extend our regrets to Mr [redacted] for the difficulties he's experienced in working with technical agents from our Care Centre to have his concerns addressedWe appreciate the feedback he has provided on his service experience and apologize for any inconvenience this matter has causedUnfortunately, with 3rd party products such as the integrated home automation system used by Mr***, while Xplornet is committed to providing best effort support for such products, we cannot guarantee how effectively they will work with our servicesHaving said this, we are willing to work with Mr [redacted] further in the interest of ensuring everything has been done to verify there are no issues with his Xplornet system that would be limiting his ability to connect to the application and have arranged for a senior technical representative to assist him directly Earlier this week our technical representative reached out to offer further assistance to Mr [redacted] after completing a review of his system readings to verify they were all in line with our quality of service standardsBased on his assessment, where the system Mr [redacted] is using relies on a remote access we have recommended that a static ip address be added to his account which will allow him to hardcode his specific ip address to work with his home automation systemAs Mr [redacted] has explained, he will need to have his own technician on site to assist with the static ip set up and we have agreed to follow up with him next Friday morning, [redacted] **th, to confirm arrangements for a predetermined date and time to speak with technicians familiar with his internal network In the interim, as a sign of good faith, Xplornet has extended a month credit ($**.**) to Mr***'s account and once his static ip address has been applied, we will agree to offset the standard $*[redacted] monthly cost in the form of a recurring discountAdditionally, should we be unable to resolve Mr [redacted] service concern, Xplornet will agree to waive the year contract renewal commitment associated with his service upgrade, allowing him to finalize his account at any time without penalty In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused Mr***, and thank him for his patience as we work to address the issues he has been experiencing with his home automation system Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not what has happened to date I was contacted by a person whom identified themselves as being in corporate affairs The only thing they agreed to was to set up a follcall (this Friday) To date this issue is very much still open with a solution being 1.) a follcall setting a time to have a senior tech on a conference call with the [redacted] and [redacted] tech folks to resolve the issue and 2.) a call from the CEO (whom I have written to directly) apologizing for his "process of customer service" causing this downtime of months and more than hours of my time on the phone - not getting looked after Certainly minutes of his time is not too much after having his companies process wasting so much of mine The response cited in Xplorenet's response is certainly NOT the call I was on Final Consumer Response / [redacted] (4200, 17, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The upgrade was installed in late [redacted] or early [redacted] When I contacted Xplornet about the upgrade, I asked about my home automation system and was told there were no issuesI have subsequently placed more than a dozen calls and in some cases have spent more than three hours on a call with no resolutionWhen calls are elevated to a supervisor, they call leave a voice mail, but I have no way of having a person who understands the problem from the beginning and has the expertize to resolve Quite frankly even the response to my issues shows a complete lack of respect for a customers time Measure actions not words, If the measurement of this issue is more than months of frustration where I could not get someone of authority to place a call was to write to the CEO (with no response) and then have to elevate the call to the Revdex.com for assistance Xplornet has not shown me as a customer any respect when the route cause was poor direction from the initial contact on removing the static IP address and then "stating a new static IP needed to be installed on the router for the new service Because of this I have spent more than hours of frustrating time - due to Xplornet lack of training to front line help desk people and processes that are not centered around resolving an issue promptly or professionally Their solution of a free month is ridiculous There offer of allowing me to move to another company is a sign that - they still don't understand As a customer I pick and payThat is it I expect prompt professional service Did I get it, no! When I asked and then demanded, it had to resort to me sending a complaint to the Revdex.com to resolve Xplornet wasted more that 4o hours and months in not doing their job professionally My only ask has been to get their CEO on the phone to explain why I was subjected to this level of service Until he does this issue is not resolved [redacted] As a consumer I have rights and they have been violatedMy time is as valuable as anyone and I did not give Xplornet the permission to waste mine I await the CEO's call Final Business Response / [redacted] (4000, 15, 2015/09/11) */ Xplornet is aware that Mr [redacted] reported further concerns with his connection on [redacted] *rd after we submitted our most recent response to his complaintFollowing our notification of the issue, after completing troubleshooting with a technician, a work order was dispatched to have installers on site to rectify any further issues Mr [redacted] is experiencing with his Xplornet hardware The work order was accepted by the dealer on [redacted] *th and arrangements are being made through [redacted] to have his service call completedOnce the work order has been serviced, Xplornet will arrange for the senior technical representative from our Customer Care Response Team who has been assisting Mr [redacted] to follow up with him directly to confirm his technical concerns have been addressed In line with our previous response, a one month credit has been applied to Mr***'s account, along with a recurring credit to offset the monthly $*[redacted] static ip cost that was needed to address issues he was experiencing with connectivity to his 3rd party home automation systemFurthermore, as we have maintained, if Mr [redacted] remains unsatisfied with his service experience for any reason, Xplornet will agree to waive his contract renewal commitment to allow him to finalize his account at any time without penalty Thank you, [redacted] Customer Care Response Coordinator Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2017/02/24) */ Thank you for bringing 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 about his service experience and in the interest of reaching an acceptable resolution we will agree to waive his early cancellation fee In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for the difficulties he experienced and thank him for his time as a valued customer Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/04/08) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] ' account history and have agreed to meet the desired resolution he has requestedWe have instructed our billing department to reverse the $ [redacted] (pre-tax) early cancellation fee charge to his account and once completed a refund will be issued for his remaining credit balance At the time of his cancellation, Xplornet also issued a work order for the recovery of [redacted] ' rental hardware which was unable to be completed following the [redacted] however upon further review we will not be seeking its retrieval and [redacted] will not be liable for its return In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his time as a valued Xplornet customerWe hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ 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 account history in light of the concerns he's raised relating to his recent service performanceBased on our assessment, we have confirmed that our Network Operations team has identified and is actively investigating an issue with higher than traffic volume during peak usage periods on the Fixed Wireless tower [redacted] connects to for service and are working towards a resolution to address the issue At this time where our investigation is ongoing we do not have an estimated time frame on when the issue will be rectified, however we can assure [redacted] that we are working diligently to improve network performance and are committed to providing a fast and reliable service experience for our customersTo this end, as a sign of good faith we have applied a month credit to [redacted] 's account in addition to the $ [redacted] recurring discount we have previously agreed to provide after speaking with the account holder and we will continue to provide updates as they are available when contacting our Care Centre In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and thank him for his patience as we work to address the concerns he's reported with his service experience Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the credit and response but the issue has not been addressed for over a month and has plagued many other towers as well for a long timeThis problem needs to be resolved Final Business Response / [redacted] (4000, 9, 2016/01/15) */ Thank you for forwarding the rebuttal submitted by [redacted] In response, the following is available for review We recognize this matter has been a source of frustration for [redacted] and share his desire for this issue to be resolved as quickly as possibleRegrettably, we do not have an update on when the issue may be resolved, but would reiterate we are working diligently to improve network performance and will continue to provide [redacted] updates as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to [redacted] for his inconvenience and appreciate his patience as we continue to work towards a resolution to address his concernsWe hope he will find this to represent an acceptable response 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
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?
Initial Business Response / [redacted] (1000, 5, 2017/07/21) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of their concerns, Xplornet completed a review of the [redacted] ' account history in light of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the [redacted] ' signal strength that required a work order to address The work order was recently completed in an effort to restore the [redacted] ' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the [redacted] ' account as a show of good faith In closing, we hope the [redacted] will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The proposed path forward is realisticWe hope Xplornet will keep their promises
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 matter Unfortunately, it only became so once it was reported to Revdex.com It 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, 5, 2016/02/17) */ Thank you for forwarding the information provide 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 surrounding his cancellation and the hardware charge billed to his accountFirst, we would like to extend our apologies to [redacted] for any inconvenience this matter has caused along with our regrets for any misunderstanding resulting from information he states was provided by the dealer with respect to his hardware recovery In good faith, Xplornet has reversed the $ [redacted] (pre-tax) hardware charge billed to his account and requested our Billing department issue a refund for the $ [redacted] credit balance remainingOnce processed, [redacted] should expect to receive his refund within 5-business days and we can assure him that his feedback has been noted to ensure any similar situations are avoided in the future In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any frustration this matter has caused and thank him for his patience as we reviewed his account in the interest of reaching an acceptable resolution Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/12/09) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review In receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of her contract concerns and the difficulties she's reported with her connectionBased on our review, in the interest of reaching a mutually acceptable resolution with [redacted] , Xplornet will not seek to hold her to her contract renewal commitment and she will not be responsible for an early cancellation fee in the event she chooses to finalize her service In order to proceed with the cancellation of her account, [redacted] would simply need to contact our Care Centre at [redacted] and arrangements will be made to complete the recovery of the rental hardware in her possession With respect to [redacted] 's concerns surrounding Xplornet account verification process; Xplornet takes the security of our customers' accounts seriouslyAll verification questions asked are in line with guidelines set out by the Personal Information and Electronic Document Act (PIPEDA) and customers maintain the option of setting up a verbal password on their account for added securityWith that said we value the feedback [redacted] has provided and appreciate her suggestions for improvements In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) After proceeding with the Revdex.com, Xplornet has finally agreed to cancel our internet service without the $ [redacted] cancellation fee as per the contract that the claim we are under I have contacted the company as per their request in their response to my claim with the Revdex.comThey initially told me that I was still required to pay the fee, until I pulled up the email from the Revdex.com and quoted the response given by their team - suddenly they found it in their system and agreed to cancel without fees I have requested cancellation as of December 31, They have stated that should I choose to keep the service, before December 31, 2016, that I can simply call back to make these arrangements I am satisfied with the response that I have been given, and am thankful that there is no longer a contract, or cancellation fee, associated with our Xplornet account
Initial Business Response / [redacted] (***0, 6, 2016/07/04) */ Thank you for the opportunity to respond to the complaint filed on June 24, by [redacted] occupies a property, a portion of which is leased by Xplornet Communications Inc("Xplornet", "we" or "us") for the purpose of locating a telecommunications towerXplornet uses the tower to provide residential broadband Internet access service to some of its customers in the local area In connection with our use of the property, and in line with a similar arrangement that Xplornet had with a former owner of the property, [redacted] had been offered a subsidized residential Internet access account from XplornetHowever, [redacted] had informed us that the service levels that we offered were insufficiently robust for the needs of a business that he operates on the propertyWhile we investigated various package options that would work for [redacted] , due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at [redacted] 's location that would meet his heavy usage requirements Xplornet then offered to provide [redacted] with a periodic cash payment in lieu of the value of the subsidy that would otherwise have been provided to him to offset the cost of our Internet access service during the period that Xplornet leased a portion of the property [redacted] would then be free to apply that payment to obtain service from any service provider that might be able to meet his needs Instead of settling on the above arrangement, Xplornet and [redacted] began to explore options that might be suitable and available through our separate Xplornet Commercial Services division ("XCS")While XCS has relevant experience in other areas of Canada, it has not to this point ever offered commercial access services in [redacted] 's local service areaIn initial discussions with [redacted] , XCS did inform him that a service package including a 5Mbps dedicated service option with the ability for traffic to burst to 60Mbps could be possible, but as this service had never been provided in the local area by XCS the service level was presented only as a possibility and was never guaranteed to [redacted] On further investigation, XCS determined that due to local network constraints it could not provide the burstable 60Mbps feature, but could instead offer alternate service packages that included dedicated network capacity While we regret that service including a 60Mbps burstable option is not possible, XCS remains ready and would be happy to provide to [redacted] a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, or MbpsAlternatively, [redacted] remains welcome to choose to accept the payment in lieu of service referenced above, and source service from another Internet service provider better able to meet his needs [redacted] has separately claimed safety concerns in connection with Xplornet's tower on the propertyXplornet takes the safety of our towers extremely seriously and we are confident that the tower meets relevant safety guidelinesHowever, as is the case with all of our towers sites, we appreciate the opportunity to discuss any tower-related issuesIn fact, as a result of discussions that we already had with [redacted] , we had offered to install additional safety features on the tower site that would address his stated concernsWe continue to look forward to the opportunity to make those modifications to the tower area and will reach out to [redacted] to discuss options and arrange the necessary access to the site Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (***0, 8, 2016/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) What Xplornet failed to mention in their Reponse was my multiple calls due to Service 'outage'The internet was not just poor, it was not workingI was told by Xplornet that we were not able to get a good reliable connection as we were too close to the towerThey explained that there are beams that shoot out a signal and I would be picking up interference from the different beams since I am to close to the tower [redacted] The original 'Canopy' Internet monthly was $ [redacted] and the comparable Internet that it was replaced with was the YMAX interent which was $***As you can see it was the same price and the Voip was also included free charge in addition to the monthly rent and the internetWhen I had asked about receiving the VOIP, Xplornet had told me that it was not available in my area, but I had contacted their customer service and they had informed me that the VOIP plan would be available in my area within 30-Days a VOIP packageI offered to take the VOIP free of charge when it was available in my area and instead of doing so, Xplornet agreed to provide me with a Credit of $ [redacted] (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $*** [redacted] at this point Xplornet will not do anymore repointing at their cost The same sub contractor had recommended the YMAX package but Xplornet had told me that it was unavailableI worked with Xplornet and they finally hooked it up after numerous calls and emails to the company and executivesI have both internet plans working, but they are not working consistentlyAt the moment I am trying to stream a live tennis match and the stream is cutting in and outThis is a Residential requirement, not a commercial one as Xplornet is stating on their response I have spoken with numerous executives and sub contractors, customer service individuals and it was Xplornet who provided the solutionI had spoken with [redacted] who had got me in touch with [redacted] who worked for their commercial division and [redacted] had stated that he could almost provide me with an unlimited amount of different internet packagesHe came up with a package with the Unlimited 60Mbps Burtsable Download with the 5Mbps guaranteed upload and download and had told me that the cost would be $***He went as far as to state that if I spoke with [redacted] they may reduce itI spoke with [redacted] about this a few times and he was not willing to reduce the $ [redacted] a month cost minus the $ [redacted] credit [redacted] He finally called back and agreed so I sent him an email summarizing our conversation with no response and also before I had done any of the work on the propertyIf they did not agree, why did they not respond? [redacted] Xplornet had also agreed to install a fence around the tower at their expense and we still have this matter outstandingIf they are so willing to address these concerns why do they not address them [redacted] Final Business Response / [redacted] (4000, 19, 2016/07/28) */ We write in response to the further rebuttal filed by [redacted] on July 22, A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at [redacted] 's location Xplornet has reached out to [redacted] to discuss specific commercial-grade service options including packages providing dedicated bandwidth for speeds of 5, or Mbps, and has provided pricing for the various service optionsWhile these packages do not incorporate the ability for traffic to burst to 60Mbps, they offer dedicated download and upload speeds that are either equal to, or are multiples of, the dedicated speeds that [redacted] has asked forXplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to [redacted] are the closest that we can come to meeting his specifications Xplornet is under no obligation to provide [redacted] with any level of service beyond the far more basic residential service package that is referenced in Xplornet's lease of a site on his property and is valued at $ [redacted] per monthAs we have mentioned in our prior responses, Xplornet has already offered to provide [redacted] with a periodic cash payment in lieu of that residential service that [redacted] is free to use to obtain service from any other Internet service providerShould [redacted] continue to be unsatisfied with our available service options we would certainly understand if he chose to do so We have separately settled with [redacted] on the specific additional safety features that Xplornet will install on his property in order to address his concerns with our towerWe have reached out to [redacted] to schedule a date to install such safety features Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (4***, 21, 2016/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service options are inferior to what was offered to me by them [redacted] I had a [redacted] that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $ [redacted] / month and 15Mbps Dedicated Download and Upload for $ [redacted] / month I have had Xplornet's competitor Standard Broad make a site visit and provide me with a quote for similar internet as to what is being offered by XplornetFor a 14Mbps Dedicated Download and Upload Service plan it is only $ [redacted] / month with $set up fee as opposed to the $ [redacted] installation fee that they are trying to extort out of me in addition to the trench that I dug out and caused a substantial amount of damage to water and electrical lines below the ground which they have not offered to reimburse me forThis matter is just continuing to drag out [redacted]
Initial Business Response / [redacted] (1000, 10, **16/04/14) */ 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 has reported with his connection speedsBased on our review, we've identified that [redacted] is currently receiving service through the Telesat KASatellite network on our Share package, providing speeds up to 5Mbps download and up to Mbps upload with a 40GB monthly bandwidth allowanceA senior technician has completed an assessment of [redacted] 's rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in [redacted] 's 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 service speeds, we are committed providing the best service experience possible for our customer and can assure [redacted] that we are doing everything within our control to improve the network's performance While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to be launched later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have placed a month $ [redacted] discount on [redacted] 's account which will be visible on his next month's invoice and we will keep him aware of any updates when contacting our Care Centre In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc
Thank you for forwarding the information provided by [redacted] Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of the loss of service on her fixed wireless servicesUpon receipt of [redacted] ***’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account, our records show that Xplornet determined we were unable to repair the service and improve [redacted] ***’s service experienceAs such, Xplornet advised that [redacted] had the option to cancel with no penalty, or we could explore conversion options to other Xplornet platforms with no upfront cost to her; requiring a new year agreement, shortened to year in acknowledgement of her concerns [redacted] advised that she did not want to sign a new contract so no changes were made on her accountThat being said, in the interest of resolving [redacted] ***’s concerns, Xplornet would agree to treat her account as if she were not on contract should she decide to switch to a newer platform and remain unsatisfied and wish to cancel her servicesAs we do not have the option to give her a no-contract upgrade, a note will be placed on the account to ensure that the contract not be enforced should [redacted] encounter any difficulties If [redacted] would like to complete the conversion or process a cancellation, we would ask that she reach out to Xplornet at her earliest convenience; we are available 24/7/at [redacted] In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 8, 2016/04/04) */ [redacted] Thank you for forwarding [redacted] 's concerns to us Xplornet has been unable to establish contact with [redacted] thus far Multiple attempts have been made by telephone without a return call Xplornet has taken the steps necessary to ensure no additional payments will be taken over the next couple weeks, which should allow for ample time to address the situation, however no returned call to Xplornet Communications has been made by [redacted] from the voicemails that have been left for her On behalf of Xplornet, I would like to extend our sincere regrets for the inconvenience this matter has caused and would like to thank [redacted] for the opportunity to have her as a customer and urge her to please contact Xplornet Communications Incto address this situation
Initial Business Response / [redacted] (1000, 8, 2016/11/07) */ 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 following her recent cancellation requestBased on our review, we would first like to extend our apologies to [redacted] for the difficulties she experience when arranging the cancellation of her account and thank her for taking the time to bring her feedback to our attention [redacted] concerns have been brought to the attention of management and appropriate actions are being taken to ensure future customers do not have a similar experienceWith that being said, Xplornet can confirm that [redacted] account cancellation was processed as of October and arrangements are being made to recover the Xplornet rental hardware in her possessionOnce completed, a refund for the $ [redacted] credit balance remaining on her account will be issued back to the payment method on file and her account closure will be completed with no further charges owing In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused and thank [redacted] for her time as a valued customer Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 10, 2016/12/21) */ Thank you for forwarding the information provided by [redacted] Upon receipt of his 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 Xplornet's satellite service February 2, His first invoice shows that there was a charge for the first month or service, including a service discount for the first three months, and a one-time activation fee of $ [redacted] Xplornet covers the cost of a basic installation, as outlined in our terms and conditions available on our website, but depending on the duration of the contract term selected there may be a one-time activation fee associated with the initiation of the account [redacted] is currently subscribed to the Xplore 10/100GB - UBB package which allows for download speeds up to mbps with 100GB of monthly dataIf [redacted] were to go over his usage, he would not see his speed reduced but would be charged overages of $*/GB every GB used beyond the 100GB included in his packageReview of the account shows that [redacted] had exceeded his usage in April, August, September, and October 2016, and as such incurred additional charges on bills for overages A representative from Xplornet attempted to reach [redacted] on December 18, 2016, after he had emailed in requesting to cancel, but the number [redacted] that we have listed on the account was not in serviceIf [redacted] is no longer using the services and would like to terminate his Xplornet account, we would ask that he contact us at his earliest convenience in order to complete that processWe are available 24/at [redacted] to best assist! In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and look forward to working with him to determine a satisfactory resolution to his complaint Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/09/07) */ Thank you for forwarding the information provided by [redacted] to our attentionFor reasons of Privacy, Xplornet is unable to disclose any information pertaining to the other accounts [redacted] references in his complaint A review of the account history was completed in order to address the concerns outlined in his complaint to the Revdex.comOur records reflect that [redacted] is located in a remote area that is only accessible by ferry, requires additional time for travel and labor to make arrangements to service the location Xplornet contracts third party installers to service and install services in rural locations throughout Canada and covers up to km round trip to and from our customer's location for each site visit Our independent third party installer has advised that additional charges for mileage, time, and accommodations would be required in order to travel to the remote area where [redacted] livesIn discussion with the third party installer, they have confirmed they are able to attend [redacted] 's locationAt this time, where the charges discussed would be billed between the third party contractor and the customer, we would advise [redacted] to reach out to the dealership directly in order to co-ordinate a trip to the area and to discuss potential costs involved In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns as outlined in his complaint to the Revdex.com Sincerely, Xplornet Communication
Thank you for forwarding the information provided by [redacted] *** Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of usage related concerns and early cancellation fees applied upon the cancellation of her Xplornet accountUpon receipt of [redacted] ***’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com In review of the account history, our records show that [redacted] first reached out to Xplornet on October 19, 2017, and advised that they required more data as they were a family of sixXplornet suggested obtaining a second service or switching to usage based billing as [redacted] explained that the package they subscribed to would likely not be enough data for them [redacted] was advised again of the option to go to usage based billing at $2/GB over her package when she contacted Xplornet on November 6, 2017, but she declined and as a courtesy Xplornet reset her usage and offered troubleshooting with our technical support staff [redacted] elected not to speak to technical support [redacted] later called to cancel the services in January as they had elected to go with another provider who was able to offer them unlimited serviceAt the time of the cancellation [redacted] was advised that early cancellation fees of $450+taxes would be applied to the account upon the termination of her services as she was on contract until October On January 17, 2018, [redacted] spoke with an Xplornet supervisor who agreed to reduce her cancellation fees by 50% as a show of good faith as the service – while functional - did not fit their usage needs as they had six users in the home After further review of the account, Xplornet would advise that the 50% reduction in termination fees previously offered by a supervisor is a reasonable resolution and that the termination fees would standXplornet provided solutions to [redacted] ***'s usage concerns and offered technical support when she advised they were experiencing difficulties but she had declined the offersIf [redacted] wishes to speak with an Xplornet representative to discuss her account, we are available 24/7/at [redacted] to best assist In closing, on behalf of Xplornet, I would like to thank [redacted] for her patience and understanding as we work towards determining a satisfactory resolution to her complaint Sincerely,Xplornet Communications
? 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
Initial Business Response / [redacted] (**00, 5, **16/09/21) */ 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 history in light of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused [redacted] As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize 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, our Network and Engineering teams are working to address the issue and we can assure [redacted] that Xplornet is doing everything within our control to improve the network's performance With that being said, Xplornet does not presently have a specific timeframe we're able to provide [redacted] for when this issue will be rectified however in the interim, as a show of good faith we have placed a month service credit ($***) on his account and have increased the recurring monthly discount he is receiving from $ [redacted] to $ [redacted] which he will continue to receive until the issue has been resolved In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience the problems with his connection speeds have caused and thank him for his patience as we continue to work towards improving his service experience on the network Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 7, **16/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the "good faith" gesture provided by Xplornet with the understanding this issue will be remedied in the near future [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Thank you for forwarding Mr***'s complaint to our attentionIn response to his concerns, the following is available for review First, we would like to extend our regrets to Mr [redacted] for the difficulties he's experienced in working with technical agents from our Care Centre to have his concerns addressedWe appreciate the feedback he has provided on his service experience and apologize for any inconvenience this matter has causedUnfortunately, with 3rd party products such as the integrated home automation system used by Mr***, while Xplornet is committed to providing best effort support for such products, we cannot guarantee how effectively they will work with our servicesHaving said this, we are willing to work with Mr [redacted] further in the interest of ensuring everything has been done to verify there are no issues with his Xplornet system that would be limiting his ability to connect to the application and have arranged for a senior technical representative to assist him directly Earlier this week our technical representative reached out to offer further assistance to Mr [redacted] after completing a review of his system readings to verify they were all in line with our quality of service standardsBased on his assessment, where the system Mr [redacted] is using relies on a remote access we have recommended that a static ip address be added to his account which will allow him to hardcode his specific ip address to work with his home automation systemAs Mr [redacted] has explained, he will need to have his own technician on site to assist with the static ip set up and we have agreed to follow up with him next Friday morning, [redacted] **th, to confirm arrangements for a predetermined date and time to speak with technicians familiar with his internal network In the interim, as a sign of good faith, Xplornet has extended a month credit ($**.**) to Mr***'s account and once his static ip address has been applied, we will agree to offset the standard $*[redacted] monthly cost in the form of a recurring discountAdditionally, should we be unable to resolve Mr [redacted] service concern, Xplornet will agree to waive the year contract renewal commitment associated with his service upgrade, allowing him to finalize his account at any time without penalty In closing, on behalf of Xplornet we would again wish to extend our sincere regrets for any inconvenience this matter has caused Mr***, and thank him for his patience as we work to address the issues he has been experiencing with his home automation system Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not what has happened to date I was contacted by a person whom identified themselves as being in corporate affairs The only thing they agreed to was to set up a follcall (this Friday) To date this issue is very much still open with a solution being 1.) a follcall setting a time to have a senior tech on a conference call with the [redacted] and [redacted] tech folks to resolve the issue and 2.) a call from the CEO (whom I have written to directly) apologizing for his "process of customer service" causing this downtime of months and more than hours of my time on the phone - not getting looked after Certainly minutes of his time is not too much after having his companies process wasting so much of mine The response cited in Xplorenet's response is certainly NOT the call I was on Final Consumer Response / [redacted] (4200, 17, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The upgrade was installed in late [redacted] or early [redacted] When I contacted Xplornet about the upgrade, I asked about my home automation system and was told there were no issuesI have subsequently placed more than a dozen calls and in some cases have spent more than three hours on a call with no resolutionWhen calls are elevated to a supervisor, they call leave a voice mail, but I have no way of having a person who understands the problem from the beginning and has the expertize to resolve Quite frankly even the response to my issues shows a complete lack of respect for a customers time Measure actions not words, If the measurement of this issue is more than months of frustration where I could not get someone of authority to place a call was to write to the CEO (with no response) and then have to elevate the call to the Revdex.com for assistance Xplornet has not shown me as a customer any respect when the route cause was poor direction from the initial contact on removing the static IP address and then "stating a new static IP needed to be installed on the router for the new service Because of this I have spent more than hours of frustrating time - due to Xplornet lack of training to front line help desk people and processes that are not centered around resolving an issue promptly or professionally Their solution of a free month is ridiculous There offer of allowing me to move to another company is a sign that - they still don't understand As a customer I pick and payThat is it I expect prompt professional service Did I get it, no! When I asked and then demanded, it had to resort to me sending a complaint to the Revdex.com to resolve Xplornet wasted more that 4o hours and months in not doing their job professionally My only ask has been to get their CEO on the phone to explain why I was subjected to this level of service Until he does this issue is not resolved [redacted] As a consumer I have rights and they have been violatedMy time is as valuable as anyone and I did not give Xplornet the permission to waste mine I await the CEO's call Final Business Response / [redacted] (4000, 15, 2015/09/11) */ Xplornet is aware that Mr [redacted] reported further concerns with his connection on [redacted] *rd after we submitted our most recent response to his complaintFollowing our notification of the issue, after completing troubleshooting with a technician, a work order was dispatched to have installers on site to rectify any further issues Mr [redacted] is experiencing with his Xplornet hardware The work order was accepted by the dealer on [redacted] *th and arrangements are being made through [redacted] to have his service call completedOnce the work order has been serviced, Xplornet will arrange for the senior technical representative from our Customer Care Response Team who has been assisting Mr [redacted] to follow up with him directly to confirm his technical concerns have been addressed In line with our previous response, a one month credit has been applied to Mr***'s account, along with a recurring credit to offset the monthly $*[redacted] static ip cost that was needed to address issues he was experiencing with connectivity to his 3rd party home automation systemFurthermore, as we have maintained, if Mr [redacted] remains unsatisfied with his service experience for any reason, Xplornet will agree to waive his contract renewal commitment to allow him to finalize his account at any time without penalty Thank you, [redacted] Customer Care Response Coordinator Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2017/02/24) */ Thank you for bringing 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 about his service experience and in the interest of reaching an acceptable resolution we will agree to waive his early cancellation fee In closing, on behalf of Xplornet we would like to extend our apologies to [redacted] for the difficulties he experienced and thank him for his time as a valued customer Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/04/08) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] ' account history and have agreed to meet the desired resolution he has requestedWe have instructed our billing department to reverse the $ [redacted] (pre-tax) early cancellation fee charge to his account and once completed a refund will be issued for his remaining credit balance At the time of his cancellation, Xplornet also issued a work order for the recovery of [redacted] ' rental hardware which was unable to be completed following the [redacted] however upon further review we will not be seeking its retrieval and [redacted] will not be liable for its return In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his time as a valued Xplornet customerWe hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ 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 account history in light of the concerns he's raised relating to his recent service performanceBased on our assessment, we have confirmed that our Network Operations team has identified and is actively investigating an issue with higher than traffic volume during peak usage periods on the Fixed Wireless tower [redacted] connects to for service and are working towards a resolution to address the issue At this time where our investigation is ongoing we do not have an estimated time frame on when the issue will be rectified, however we can assure [redacted] that we are working diligently to improve network performance and are committed to providing a fast and reliable service experience for our customersTo this end, as a sign of good faith we have applied a month credit to [redacted] 's account in addition to the $ [redacted] recurring discount we have previously agreed to provide after speaking with the account holder and we will continue to provide updates as they are available when contacting our Care Centre In closing, we would like to extend our regrets to [redacted] for any inconvenience this issue has caused and thank him for his patience as we work to address the concerns he's reported with his service experience Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the credit and response but the issue has not been addressed for over a month and has plagued many other towers as well for a long timeThis problem needs to be resolved Final Business Response / [redacted] (4000, 9, 2016/01/15) */ Thank you for forwarding the rebuttal submitted by [redacted] In response, the following is available for review We recognize this matter has been a source of frustration for [redacted] and share his desire for this issue to be resolved as quickly as possibleRegrettably, we do not have an update on when the issue may be resolved, but would reiterate we are working diligently to improve network performance and will continue to provide [redacted] updates as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to [redacted] for his inconvenience and appreciate his patience as we continue to work towards a resolution to address his concernsWe hope he will find this to represent an acceptable response 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
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?
Initial Business Response / [redacted] (1000, 5, 2017/07/21) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of their concerns, Xplornet completed a review of the [redacted] ' account history in light of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the [redacted] ' signal strength that required a work order to address The work order was recently completed in an effort to restore the [redacted] ' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the [redacted] ' account as a show of good faith In closing, we hope the [redacted] will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The proposed path forward is realisticWe hope Xplornet will keep their promises
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 matter Unfortunately, it only became so once it was reported to Revdex.com It 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, 5, 2016/02/17) */ Thank you for forwarding the information provide 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 surrounding his cancellation and the hardware charge billed to his accountFirst, we would like to extend our apologies to [redacted] for any inconvenience this matter has caused along with our regrets for any misunderstanding resulting from information he states was provided by the dealer with respect to his hardware recovery In good faith, Xplornet has reversed the $ [redacted] (pre-tax) hardware charge billed to his account and requested our Billing department issue a refund for the $ [redacted] credit balance remainingOnce processed, [redacted] should expect to receive his refund within 5-business days and we can assure him that his feedback has been noted to ensure any similar situations are avoided in the future In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any frustration this matter has caused and thank him for his patience as we reviewed his account in the interest of reaching an acceptable resolution Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/12/09) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review In receiving notice of her complaint, Xplornet completed a review of [redacted] 's account history in light of her contract concerns and the difficulties she's reported with her connectionBased on our review, in the interest of reaching a mutually acceptable resolution with [redacted] , Xplornet will not seek to hold her to her contract renewal commitment and she will not be responsible for an early cancellation fee in the event she chooses to finalize her service In order to proceed with the cancellation of her account, [redacted] would simply need to contact our Care Centre at [redacted] and arrangements will be made to complete the recovery of the rental hardware in her possession With respect to [redacted] 's concerns surrounding Xplornet account verification process; Xplornet takes the security of our customers' accounts seriouslyAll verification questions asked are in line with guidelines set out by the Personal Information and Electronic Document Act (PIPEDA) and customers maintain the option of setting up a verbal password on their account for added securityWith that said we value the feedback [redacted] has provided and appreciate her suggestions for improvements In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank her for her patience as we reviewed her complaint in the interest of reaching an acceptable resolution Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) After proceeding with the Revdex.com, Xplornet has finally agreed to cancel our internet service without the $ [redacted] cancellation fee as per the contract that the claim we are under I have contacted the company as per their request in their response to my claim with the Revdex.comThey initially told me that I was still required to pay the fee, until I pulled up the email from the Revdex.com and quoted the response given by their team - suddenly they found it in their system and agreed to cancel without fees I have requested cancellation as of December 31, They have stated that should I choose to keep the service, before December 31, 2016, that I can simply call back to make these arrangements I am satisfied with the response that I have been given, and am thankful that there is no longer a contract, or cancellation fee, associated with our Xplornet account
Initial Business Response / [redacted] (***0, 6, 2016/07/04) */ Thank you for the opportunity to respond to the complaint filed on June 24, by [redacted] occupies a property, a portion of which is leased by Xplornet Communications Inc("Xplornet", "we" or "us") for the purpose of locating a telecommunications towerXplornet uses the tower to provide residential broadband Internet access service to some of its customers in the local area In connection with our use of the property, and in line with a similar arrangement that Xplornet had with a former owner of the property, [redacted] had been offered a subsidized residential Internet access account from XplornetHowever, [redacted] had informed us that the service levels that we offered were insufficiently robust for the needs of a business that he operates on the propertyWhile we investigated various package options that would work for [redacted] , due to the residential character of our Internet access service offerings in the area we ultimately determined that there were no packages available at [redacted] 's location that would meet his heavy usage requirements Xplornet then offered to provide [redacted] with a periodic cash payment in lieu of the value of the subsidy that would otherwise have been provided to him to offset the cost of our Internet access service during the period that Xplornet leased a portion of the property [redacted] would then be free to apply that payment to obtain service from any service provider that might be able to meet his needs Instead of settling on the above arrangement, Xplornet and [redacted] began to explore options that might be suitable and available through our separate Xplornet Commercial Services division ("XCS")While XCS has relevant experience in other areas of Canada, it has not to this point ever offered commercial access services in [redacted] 's local service areaIn initial discussions with [redacted] , XCS did inform him that a service package including a 5Mbps dedicated service option with the ability for traffic to burst to 60Mbps could be possible, but as this service had never been provided in the local area by XCS the service level was presented only as a possibility and was never guaranteed to [redacted] On further investigation, XCS determined that due to local network constraints it could not provide the burstable 60Mbps feature, but could instead offer alternate service packages that included dedicated network capacity While we regret that service including a 60Mbps burstable option is not possible, XCS remains ready and would be happy to provide to [redacted] a variety of commercial-grade options including packages providing dedicated bandwidth for speeds of 5, or MbpsAlternatively, [redacted] remains welcome to choose to accept the payment in lieu of service referenced above, and source service from another Internet service provider better able to meet his needs [redacted] has separately claimed safety concerns in connection with Xplornet's tower on the propertyXplornet takes the safety of our towers extremely seriously and we are confident that the tower meets relevant safety guidelinesHowever, as is the case with all of our towers sites, we appreciate the opportunity to discuss any tower-related issuesIn fact, as a result of discussions that we already had with [redacted] , we had offered to install additional safety features on the tower site that would address his stated concernsWe continue to look forward to the opportunity to make those modifications to the tower area and will reach out to [redacted] to discuss options and arrange the necessary access to the site Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (***0, 8, 2016/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) What Xplornet failed to mention in their Reponse was my multiple calls due to Service 'outage'The internet was not just poor, it was not workingI was told by Xplornet that we were not able to get a good reliable connection as we were too close to the towerThey explained that there are beams that shoot out a signal and I would be picking up interference from the different beams since I am to close to the tower [redacted] The original 'Canopy' Internet monthly was $ [redacted] and the comparable Internet that it was replaced with was the YMAX interent which was $***As you can see it was the same price and the Voip was also included free charge in addition to the monthly rent and the internetWhen I had asked about receiving the VOIP, Xplornet had told me that it was not available in my area, but I had contacted their customer service and they had informed me that the VOIP plan would be available in my area within 30-Days a VOIP packageI offered to take the VOIP free of charge when it was available in my area and instead of doing so, Xplornet agreed to provide me with a Credit of $ [redacted] (plus taxes towards one of their products) monthly which we could use towards the supposedly better LTE package of $*** [redacted] at this point Xplornet will not do anymore repointing at their cost The same sub contractor had recommended the YMAX package but Xplornet had told me that it was unavailableI worked with Xplornet and they finally hooked it up after numerous calls and emails to the company and executivesI have both internet plans working, but they are not working consistentlyAt the moment I am trying to stream a live tennis match and the stream is cutting in and outThis is a Residential requirement, not a commercial one as Xplornet is stating on their response I have spoken with numerous executives and sub contractors, customer service individuals and it was Xplornet who provided the solutionI had spoken with [redacted] who had got me in touch with [redacted] who worked for their commercial division and [redacted] had stated that he could almost provide me with an unlimited amount of different internet packagesHe came up with a package with the Unlimited 60Mbps Burtsable Download with the 5Mbps guaranteed upload and download and had told me that the cost would be $***He went as far as to state that if I spoke with [redacted] they may reduce itI spoke with [redacted] about this a few times and he was not willing to reduce the $ [redacted] a month cost minus the $ [redacted] credit [redacted] He finally called back and agreed so I sent him an email summarizing our conversation with no response and also before I had done any of the work on the propertyIf they did not agree, why did they not respond? [redacted] Xplornet had also agreed to install a fence around the tower at their expense and we still have this matter outstandingIf they are so willing to address these concerns why do they not address them [redacted] Final Business Response / [redacted] (4000, 19, 2016/07/28) */ We write in response to the further rebuttal filed by [redacted] on July 22, A service solution including an ability for traffic to burst to 60Mbps continues to be unavailable from Xplornet at [redacted] 's location Xplornet has reached out to [redacted] to discuss specific commercial-grade service options including packages providing dedicated bandwidth for speeds of 5, or Mbps, and has provided pricing for the various service optionsWhile these packages do not incorporate the ability for traffic to burst to 60Mbps, they offer dedicated download and upload speeds that are either equal to, or are multiples of, the dedicated speeds that [redacted] has asked forXplornet can unfortunately offer only a finite variety of service packages, and the packages that we have highlighted to [redacted] are the closest that we can come to meeting his specifications Xplornet is under no obligation to provide [redacted] with any level of service beyond the far more basic residential service package that is referenced in Xplornet's lease of a site on his property and is valued at $ [redacted] per monthAs we have mentioned in our prior responses, Xplornet has already offered to provide [redacted] with a periodic cash payment in lieu of that residential service that [redacted] is free to use to obtain service from any other Internet service providerShould [redacted] continue to be unsatisfied with our available service options we would certainly understand if he chose to do so We have separately settled with [redacted] on the specific additional safety features that Xplornet will install on his property in order to address his concerns with our towerWe have reached out to [redacted] to schedule a date to install such safety features Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (4***, 21, 2016/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service options are inferior to what was offered to me by them [redacted] I had a [redacted] that works for Xplornet send me some pricing for the services they offer 10Mbps Dedicated Download and Upload for $ [redacted] / month and 15Mbps Dedicated Download and Upload for $ [redacted] / month I have had Xplornet's competitor Standard Broad make a site visit and provide me with a quote for similar internet as to what is being offered by XplornetFor a 14Mbps Dedicated Download and Upload Service plan it is only $ [redacted] / month with $set up fee as opposed to the $ [redacted] installation fee that they are trying to extort out of me in addition to the trench that I dug out and caused a substantial amount of damage to water and electrical lines below the ground which they have not offered to reimburse me forThis matter is just continuing to drag out [redacted]
Initial Business Response / [redacted] (1000, 10, **16/04/14) */ 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 has reported with his connection speedsBased on our review, we've identified that [redacted] is currently receiving service through the Telesat KASatellite network on our Share package, providing speeds up to 5Mbps download and up to Mbps upload with a 40GB monthly bandwidth allowanceA senior technician has completed an assessment of [redacted] 's rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in [redacted] 's 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 service speeds, we are committed providing the best service experience possible for our customer and can assure [redacted] that we are doing everything within our control to improve the network's performance While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to be launched later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have placed a month $ [redacted] discount on [redacted] 's account which will be visible on his next month's invoice and we will keep him aware of any updates when contacting our Care Centre In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused [redacted] and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc